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Interpersonal skills & the Common sense handbook

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This covers the basics of interpersonal skills, & the common sense handbook training, with special content geared towards the training of Guest Relationship Officers at Expo Pakistan 2012.

Interpersonal skills & the Common sense handbook

  1. 1. Hi!I’m Faizan Laghari
  2. 2. I’m a tech-entrepreneur,designer & a consultant
  3. 3. Whatare we here for?
  4. 4. The Meet & Greet Gestures Body languageRepresenting Pakistan The Do’s & Don’ts
  5. 5. What’sat stake?
  6. 6. TheMeet & Greet
  7. 7. The Meet & Greet The Checklist Be Punctual (duh!) Pronunciation of names, translators No 1st names Look the partKnow what you need to do
  8. 8. The Meet & Greet The Airport Welcome  Most Crucial Moment  Introduce Yourself!  SMILE!  A bow, a firm handshake Ask them about their flight  Guide them throughout
  9. 9. The Meet & Greet The Hotel Welcome  Introductions Ask about their commute  Assist throughout  Schedule & what’s next Let them know you’re there to assist
  10. 10. The Meet & Greet The Venue & Meetings  Touch base with them  Guide / Assist at venue  Punctuality! Introductions at meetings  Don’t rush things!
  11. 11. GesturesTalking distance& Body Language
  12. 12. Gestures, Talking distance & Body Language Gestures Hands & Handshakes  Range of motion Pointing/Getting attention  Over emphasizing Pay attention
  13. 13. Gestures, Talking distance & Body Language Talking distance Too close is TOO close!  Tone of your voice  Personal space  Touching / Reaching
  14. 14. Gestures, Talking distance & Body Language Body Language Posture: Hero to Villain  Listening and hearing  Folding arms  FidgetingThe Face, not the screen!
  15. 15. Conversational Topics &Do’s & Don’ts
  16. 16. Conversational Topics & Do’s and Don’ts Topics to Avoid Religion  Politics Personal Relationships  Money
  17. 17. Conversational Topics & Do’s and Don’ts Handling a situation Don’t linger on it Smile, “Why do you ask?”  Humor helps
  18. 18. Conversational Topics & Do’s and Don’ts Inappropriate questions“How much money do you make?”  “No children? Why?”  “How come you’re single?”
  19. 19. RepresentingPakistan
  20. 20. Representing Pakistan Love your country! Be Positive!  Don’t Criticize! Share theGOOD side of things!Try not to compare
  21. 21. Representing PakistanHandling situations with Poise Terrorism  Religious beliefs Current situations Receiving criticism Don’t argue
  22. 22. Demeanor & Poise
  23. 23. Demeanor & Poise The basic stance Don’t stand with your feet wide apart Where to put your hands Stand tall & easyDon’t lean against a wall
  24. 24. Demeanor & Poise When you’re sitting Don’t sit with the sole of your foot towards someone Avoid shaking your leg/foot Avoid crossing your legs
  25. 25. Demeanor & Poise Generally Don’t be impatient orat least avoid showing it! Don’t let your attention wander.Be charming throughout
  26. 26. The BasicDo’s & Don’ts
  27. 27. The Basic Do’s & Don’ts Don’ts Don’t chew gum!  SMS can wait Don’t Shout or CurseYawn / Sneeze / Cough  Avoid wolf-packs Don’t overcommit  Don’t give up!
  28. 28. The Basic Do’s & Don’ts Do’s Do be prepared  Remain hydrated Sleep is importantEnjoy the experience  Give it your best!
  29. 29. Thank you! and best of luck! Do join us on facebook: www.facebook.com/expopakistan And on Twitter: @xpopakistan

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