Support staff development programme finishing skills s

Support Staff Development Programme
Finishing Skills

Programme
Selection of Coach/Trainer from each school/region
Introduction and Briefing the (Regional Training Managers)/ Coaches
Conduct the four support sessions periodically followed by daily observing and
guiding/coaching on the aspects introduced in the support sessions.
Observe and
Coach
Observe and
Coach
Observe and
Coach
Observe and
Coach

Support Sessions
1. First Impression and Polished Decorum;
2. Personal Style, Wardrobe, and Impression Management;
3. Conversation and Communication Skills;
4. Dinning, Table Manners and Social gathering Etiquette.

Aspects covered within Support Session
1. First Impression and Polished Decorum;
• First impression, written, verbal and in-person;
• Presenting a polished look;
• Body language, positive and negative body language signals;
• Create a pleasing, yet strong vocal image for credibility;
• Carriage/posture: how to exude confidence while walking, sitting, standing;
• Protocols for Business Introductions/Self Introduction;
• Basic every day out-and-about manners.
1. Personal Style, Wardrobe, and Impression Management;
• Impression management: Dress appropriately for a ;polished look, clean
and stylish for all occasions (workplace and social gathering);
• How bodyline (shape of face and body weight and height) and personal
clothing guide polished and impeccable style and wardrobe;
• Personalized grooming tips and ways.

Aspects covered within Support Session
3. Conversation and Communication Skills;
• Basic Conversation Principle;
• How to enter and gracefully exit conversations;
• Polished small talk;
• Appropriate and Inappropriate topics of conversation;
• Powerful body language tips for conversation.
4. Dinning, Table Manners and Social gathering Etiquette.
• Flatware (Silverware and utensils) laying;
• Seat and Napkin placements;
• Table Manners for Serving.

Support Session I
First Impression and Polished Decorum

Task 1 – Assume that you are visiting a school for the first time, what first
impression would do you get about each of these support staff?
Presenting a Polished Personal Presence

First Impression: How is it created?
Task 2 – Think and answer:
• What is first impression?
• How is a first impression created?
• What personal aspects lead to creating a polished first impression?

First Impression: Written, Verbal and in-person
You create a first impression through your writing, your talk and you in-
person!
Write – Written
Talk - Verbal
In-person – clothes, hair, grooming, shoes etc

First Impression: Verbal and in-person
 Verbal:
• Stand during greetings
• When introducing yourself to someone, always stand during greetings and
introductions.
• Say your name and nod slightly with your head (if required to shake hands,
extend your hand at a slight angle with your thumb up. Give a firm hand-
shake, not a bone crashing one).
• Addressing
• Address by ‘Sir’, ‘Miss’ or ‘Sahib’ all senior staff at all times. It shows
reverence and respect to the senior staff and well groomed impression from
you.
• If you are looking for someone or asking about someone from another senior
staff, NEVER take the first name of the person you are looking for or asking
about. Always add a ‘miss, a Mr. Sir, or a Sahib’ before their name.

First Impression: Verbal and in-person
 Professional Image (In-person)
• Your professional image is an important part of the job especially if you
are meeting or interacting with someone for the first time.
• Keep your overall personal self neat and clean.
• Do not give an un-kept, dirty, messy, disheveled, or scruffy impression
about yourself at all times during work hour (no matter how busy you
are).
• Always present an impeccable and neat look for yourself.
• Do not give a hurried, anxious, flurried and scurried impression as you
go around work even if there is a lot of work pressure.
• Present a polished self image!

Presenting a Polished Personal Presence
• Professional Attire
 During all times in the office and in the presence of an employer or the
member of the senior staff, dress in the typical professional uniform.
 A polished ‘dress for impression’ appearance gives a positive first impression
and is essential so that the senior staff or the employer can focus on your
polished personal presence without distraction.
 Stand, walk and sit confidently during all times at workplace.
• Clothing
• Clothing should fit well and be clean and pressed.
• Shoes
• Shoes should be polished and in good condition with any scuff marks removed.
• Perfume
• Deodorant/Body spray is a must, but its best to use cologne, or perfume.
• Hair
• Give a neat. Combed look at all times during the work hours. Comb your hair if
it requires combing, and composed.

Body Language: Positive and Negative Body Language
Signals
Task 3 - Think and answer
• What do we mean by body language?
• What are Positive and Negative Body language Signals?

Decoding body language
Task 4
What can you tell about each person and what they are feeling or thinking from
the given pictures?
Who looks professional and alert?

Decoding Body Language
Task 4
Imagine this is your colleague, what
impression would you get about your
colleague who was standing or sitting
like this at work?
Who looks professional and alert?

Decoding Facial images
Task 4
Look at each expression of
the person in the picture.
Imagine this is how your
colleague appeared at
different times at work.
What can you tell about
your colleagues feelings by
looking at his facial
expression?

Negative Body Language
•Rocking motion of torso;
•Leg or foot swinging;
•Foot or finger tapping;
•Short breaths;
•Tightly clenched hands;
•Wringing hands;
•Clearing throat;
•Fidgeting in chair;
•Scratching or rubbing back of
hands;
•Runner stance
•Staring;
•Sitting with legs sprawled out;
•Closed eyes;
•Lowering of chin;
•Hunching of shoulders;
•Arms crossed;
•Fists clenched;
•Legs crossed;
•Downcast eyes;
•Face turned away;
•Body turned slightly away;
•Grooming in public;
•Yawning;
•Picking on your nose in public;
•Blowing your nose in public;
These are not the exact interpretation and the context defines their positive or negative impact. However generally speaking these tend to
be negative.

Negative Body Language Signals
•Looking at the watch/checking time
as another person talks.
•Rubbing your nose unnecessarily;
•Inspecting your finger nails as the
officer talks;
•Stroking your chin/beard while
looking at someone;
•Narrowing your eyes;
•Standing too close;
•Looking down while in the presence
of others and especially when
another person is addressing you;
•Touching your face unnecessarily
during a conversation;
•Faking a smile;
•Resting heads behind the head or
on hips;
•Displaying sluggish posture;
•Messing with the collar of your
shirt;
•Wiping sweaty hands on your
clothes in front of someone;
•Repeatedly shifting body weight
from foot to foot;
•Using your hands to fidget with
small objects.
These are not the exact interpretation and the context defines their positive or negative impact. However generally speaking these tend to
be negative.

Tips (Do’s) to keep in mind regarding positive body language
• Posture
• Taking up a reasonable space
• Lean
• Arms
• Hands
• Eye contact
• Affirmative movements
• Slower movements

Create a Pleasing, yet Strong Vocal Image for Credibility
Task 5 – Vocal image
Listen to the two audios, and share what you think of the speakers from the
way they speak.
Audio 1 – Clear Confident Sound.
Audio 2 - Unclear, Inappropriate Tone.

Tips to Improve Vocal image
There is more to our voices than meets the ear. A poor vocal impression can
lead to lost credibility, and la poor impact.
•Watch your Tone;
•Give a good Pitch;
•Set a good Pace;
•Elevate your voice with Powerful Language;
•Know when to turn off your voice;
•Speak Clearly;
•Inject Vocal Variety in your voice;
•Avoid Mumbling;
•Smile when speaking on the phone or in-person.

Task 6 – Carriage / Posture
Video 1 – Look at the video (animation) of a person walking away. What does
his walking style convey about him?
Video link: https://youtu.be/yZFVa8Pn8y4
Image 1 - Look at the images of the 5 men sitting during work hours. Share
what do their sitting style convey about the persons?
Who appears to be alert and carrying an enthusiastic posture in the
images?
Image 2 - Look at the images of the 5 men sitting during work hours. Share
what do their sitting style convey about the persons?
images?
Who appears to be showing confidence?
Image 3 – Look at the image of the men and women standing?
What does their standing style convey to you?
Who appears to be alert and shows interest?

Video 1 – Look at the video (animation) of a person walking away. What does
his walking style convey about him?
Video link: https://youtu.be/yZFVa8Pn8y4

Image 1 - Look at the images of the 5 men sitting during work hours.
Share what do their sitting style convey about each person?
Now imagine this is your colleague on a normal day.
Who appears to be alert and carrying an enthusiastic posture
amongst the five?
What impression would the officer gain about your colleague seeing
him sitting and/or busy like this?

Image 2 - Look at the images of the 5 women sitting during work hours.
Share what do their sitting style convey about the women?
images?
Who appears to be showing confidence?

Sitting Posture: Good Bad and Worse

Image 3 – Look at the image of the men and women standing?
What does their standing style convey to you?
Who appears to be alert and shows interest?

Standing Posture: What do they convey?

Types of standing Posture
What do they imply?

Positive Posture: Sitting Straight

Positive Posture
Bad Un-kept Posture Positive Posture

Positive Posture
Bad Posture Positive Posture

Poor and Positive Sitting position with fellow support staff
Poor Sitting Posture Good Sitting Posture

Carriage/Walking Posture
Poor walking posturePoor walking postureGood walking posture

Tips to Improve Carriage/Posture that Exudes Confidence
• Proper Sitting Posture;
• Manage your body;
• Proper Standing Posture;
• Study the way you walk;
• Never rush or appear to be in a hurry;
• Avoid Slouching;
• Get out of your head;
• Fight the urge to fidget.

The Art of Business Introductions

Protocols for Business Introductions
Task 7
Demonstrate how would you introduce a guest to a senior officer in your
school/regional office?

• Protocol 1 - The standard rule of business introductions is to consider rank and
status. Although everybody is important, always say the higher ranking person’s
name first, but introduce the person with less rank and status to the person with
seniority. Volunteers Role play
• Protocol 2 - In business introductions, gender is neutral so rule 1 applies in
situations where both members are of different gender. Volunteers Role play
• Protocol 3 – Always introduce people by saying their title and full name. Volunteers
Role play.
• Protocol 4 – The word ‘present’ is preferable on formal occasions. For instance,
‘May I present….’ Volunteers Role play
• Protocol 5 – Do not, in introducing one person to another, call one of them
without their title (Mr., Miss etc). Volunteers Role play.
• Protocol 6 – Do not repeat “Mr. Asim? Miss Ayesha! Miss Ayesha? Mr. Asim!”
Volunteers Role play.

• Always introduce people;
• If you forgot someone’s name, blanked out on the protocol, got confused
about who out ranks who, introduction is the most important act in
business life;
• If you cannot remember name, admit your lapse;
• Always stand as the introduction of the guest with the senior person is
being held.
• When introducing another person to a group/meeting, you should politely
try to gain attention of the chairing person and introduce the person to
him. Once the acknowledgment is given escort the person inside.
• When introducing people in a meeting, explain who people are
“Mr. Asim, I present Miss Ayesha” OR
“Mr. Asim, May I present Miss Ayesha” OR
“Mr. Asim, Miss Ayesha is here to meet you’.
Miss Ayesha, this is Mr. Asim,”
Tips for Business Introductions

Self Introduction
Task 8
Enact the scenario presented to you and make your introduction.
Scene 1 - A business meeting is about to start. There are a few guests waiting in the foyer to
be escorted to the meeting room. Approach them, introduce yourself and tell them
that you are here to escort them to the meeting room.
Scene 2 – You have escorted the guests to the meeting room. Your task is to announce them
and introduce them to your line manager.
Scene 3 – You are standing near the gate and a distinguished person comes in asking for the
principal/senior manager. Introduce yourself and give directions.
Scene 4 – The guest is roaming around in the workplace and has lost directions to where the
Principal/Senior Manager office is. Help him by introducing yourself and offering to
escort him/her to the relevant office.
Scene 5 – You have reached the Senior Manager/Principal office with the guest. Your task is to
request the guest to wait outside as you introduce him/her to the Senior Manager/
Principal. You have to inform the Senior Manager/Principal about the guest and
then escort the guest in the room and introduce both persons.

Self Introduction
• Introduce yourself by nodding your head slightly, smiling and saying
something like “I am X (name), the Y (role) here”. If you are allowed to
shake hands, extend your hand, smile and say something like mentioned
above. The way to shake hands is given in the slides.
• Always use both names to introduce yourself. Introduce where and what
you work as.
• Be clear and concise in your introduction.
• Responding to introductions is just as important as making the
introductions. In response to informal introductions, have something
polite and pleasant to say. Smiling back or nodding politly with your head
is also appropriate. Do not start a conversation or chatter on.
• Use a voice tone and loudness which sounds pleasant to ears. Do not
speak too loudly or too softly. Have a moderate pitch.

The proper shake ...
Involves eye contact
Is firm but painless
Lasts about three seconds
Takes only two or three pumps
Starts and stops crisply
Doesn't continue through the entire introduction
Begin with your fingers together and your thumb up.
Shake hands web to web, with a firm but not crush-ing grip.
Keep your fingers together and your thumb up. Slide the
web of your hand all the way to the web of the other
person's hand. Otherwise, he or she ends up shaking hands
with your fingers. Also, shaking web to web effectively
prevents the other per-son, no matter how strong, from
crunching your knuckles.
Never offer only your fingertips, causing a weak, limp handshake.
Handshake

The Handshake
• Firm but don’t crush anyone’s bones
• Hold for 3-4 seconds

What is Etiquette?
A set of rules that govern the expectations of social and work behavior in a
workplace, group or society.
Basic Everyday out–and -about manners

Basic Everyday out and about manners
• Turn off your cell phone and place it, in your shirt/jacket pocket or hand bag
so that you are not tempted to look at it before or during your work,
especially during a formal business meeting;
• Do not bring/carry backpacks, gum, iPods etc along with you during a formal
business meeting.
• Keep personal items such as keys, coins, cellular phones away from you.
Avoid putting keys or coins in your pocket. This will ensure that they will not
rattle or cause your pocket to bulge when you walk while serving or attending
during the meeting.
• Remember to turn off your cellular phone during meetings so that they may
not distract you or others during the meeting.
• Avoid talking, calling or shouting (or talking, chatting on cellular phone) as
you wait outside a meeting venue.
• Use “please” and “thank-you” and always be polite to your fellow colleagues.
• Maintain the etiquettes for cell phone practice.

• Use common sense in using cell phone.
• Respect those who share the space around you.
• Use a low volume for the ring tone for your phone.
• Use the vibrate option when in close setting.
• Use a ringtone which is polite to hear. Avoid using songs and loud music
as ring tone during office hours.
• Avoid checking messages and talking on the phone as your line manager
talks to you.
• Avoid taking a call when you are being instructed by your line manager or
a senior staff.
Cell Phone Etiquette

Support Session II
Personal Style, Wardrobe and Impression Management

Task 1
What impression about you get about the support persons from the two
images shown to you?
Task 2
Why is dressing appropriately for a polished look and clean appearance so
important?
Impression Management: Dressing appropriately for a Polished Appearance

Impression Management: Dressing appropriately for a Polished Appearance

A few points reinforced from first session:
The problem with appearance is that it translates to performance. Even if the senior
management doesn’t think that they are thinking any less of it, they will
subconsciously think of it.
Dressing in a manner appropriate to the company culture shows that you are a team
player and are concerned about the kind of image you and your company presents to
parents and community.
People unconsciously judge you – something like 55% on your appearance and body
language, 38% on your voice and only about 7% on what you say. The quickest way
to improve your impact is to take a look at your appearance. Your hairstyle, skin,
clothes, shoes and accessories speak volume.
People make judgments about the company within the first five minutes of an
encounter. The support staff, its well-being and its clean, polished and neat
appearance gives a good first impression and a powerful message. It also shows the
company’s interest in maintaining a well kept staff.
Importance of Polished Appearance

Everything that someone else can see delivers a message about you.
Clothes are not who we are, but they do communicate an essence of who we
are. They give clues about you.
Better to be in control of the message, better to be communicating on the
outside what/who you really are then getting the message very wrong – giving
out the wrong messages!

Clothes:
• Wear clean pressed, laundered and in good condition uniform on ALL
days.
• Check regularly for missing buttons, dangling threads, and signs of wear
and tear.
• Wear a white undershirt as it brightens the uniform. Avoid wearing neon
coloured, striped, flashy coloured, and loud print undershirts.
• DO NOT wear uniform that has sweat, oil or scruff marks and smells bad.
• Make sure your uniform (clothes) fit – Avoid wearing saggy, sloppy,
loose, too fitted or shorter than your size uniform.
• Keep your sleeves buttoned at all times. If you roll your sleeves, make
sure they are neatly rolled up.
Polished and Clean Appearance: General Tips
Men

Shoes:
• Your feet should look prepared for work. Choose between closed-toe flats,
pumps or loafers.
• Wear well-kept, polished shoes.
• Don’t wear athletic shoes, sandals or boots.
• Keep your shoes free from scuff marks AT ALL TIMES.
Socks:
• Wear dark over the calf socks that match your shoes.
• Socks should ride above the calf so that no part of leg shows when you
sit down or cross your ankle over your knee.
Accessories:
• Pay attention to your watch. It should be working. Straps and glass
should be well maintained.
• Avoid wearing any jewelery other than a wedding band/wedding ring.
• Wear glasses that fit – they aren’t sliding down and you are playing and
adjusting them
Men

Appearance:
• Wear hair short in a conservative style. Maintain a regular trim so they appear
well kept.
• Facial hair should not overwhelm your face. Beards and moustaches are fine so
long they are kept trimmed and clean. If you have a clean shave, ensure that
you maintain it. Avoid stubble, goatee or a Vandyke during work.
• If you have facial hair, be sure that you are well groomed each day.
• Wear dry hair and maintain combed hair at all times during work.
• Wear deodorant at all times during work.
• Remove any piercings that you may have. Earrings (like small rings) are
inappropriate.
• Get regular home-based manicures and pedicures and keep your hands and
feet clean and groomed.
• Keep your fingernails at a conservative and reasonable length especially that of
little finger.
Men

Clothes:
• Wear fresh and clean pressed, laundered and in good condition uniform on ALL
days.
• Check regularly for missing buttons, dangling threads, and signs of wear and
tear.
• Wear a white undershirt as it brightens the uniform. Avoid wearing neon
coloured, striped, flashy coloured, and loud print undershirts.
• Keep your sleeves buttoned at all times. If you roll your sleeves, make sure they
are neatly rolled up.
• The dopatta needs to be laundered, fresh, clean pressed and tied neatly. AVOID
throwing your dopatta around your head giving an unkept and scruffy
impression.
• DO NOT wear a uniform that has sweat marks, oil spills and smells sweaty or
oily. Ask a friend or your family member to help you smell fresh.
• USE SAFETY PINS to pin up your dopatta in a neat style as you begin your work
and fix it every now and then during your work hours.
Women

Clothes:
• Avoid loose articles of clothing that may be distracting or bothersome during
your work.
• Make sure your uniform fits. Avoid wearing saggy, sloppy, loose, too fitted or
shorter than your size uniform.
• Avoid wearing uniform that has sweat, oil or scruff marks on them.
• In winters avoid tight sweaters, flashy or bold coloured shawls/scarves.
• Avoid wearing low necklines and anything resembling ‘funky attire’ on your
uniform.
Women

Shoes:
• Your feet should look prepared for work. Choose between closed-toe flats,
pumps or loafers.
• Avoid wearing athletic shoes, sandals, or trendy styles like stilettoes, chunky
platforms, sandals with straps and flip flops/thong type sandals during work.
• Wear well-kept polished shoes.
• Keep your shoes free from scuff marks AT ALL TIMES.
Socks:
• Wear socks that are neat, laundered and well kept.
• It is inappropriate to wear shoes without socks as it makes your feet smell
and sweat more often.
• Wear socks that are mute in colours. Avoid wearing bold, neon, or flashy
coloured socks, or striped, patterned socks.
Women

Accessories:
• Avoid using hair accessories that give a tarnished or worn out impression. Fix a
few which you would use for your work attire and keep them well maintained.
• Accessorizing and jewelry should be in moderation. Avoid over-accessorizing to
complement your uniform or your appearance.
• Jewelry should not make noise. It is immensely distracting when someone’s
bangles make noises when they move their arms.
• Carry a small wallet or purse and leave it in your allocated trunk or drawer. Do
not carry it around your work. Avoid putting money in-front of everyone at
personal feminine places.
Women

Appearance:
• Wear deodorant at all times.
• Keep your make-up and jewelry simple and to a minimum.
• Do not wear copious amount of make-up. For a polished look, wearing some
make-up is better than wearing none.
• If you choose to wear jewelry, be sure that it is conservative and tasteful. Do
not wear any choker necklaces, anklets etc.
• Large dangly earrings should be avoided. Opt for studs. Avoid wearing earrings
that are especially bright or colourful.
• Nose pins may be worn. Nose rings or other visible piercings on the face/body
should be removed.
• Get regular home-based manicures and pedicures and keep your hands and
feet clean and groomed.
• Keep your fingernails at a conservative and reasonable length. Avoid using false
nails, especially those that are excessively long.
Women

Appearance:
• Nail polish should be conservative, understated and well maintained. If you
wear nail polish, it should either be clear, nude or a pale, neutral colour. Avoid
wearing unusual colours or bold flashy neon colours nail polish. Do not paint
alternate colours on each nail.
• Avoid chipped nails. Remove nail polish to give a neat look.
Hair style and management
• Wash your hair regularly. Hair should appear clean. Do not have lice in your
hair.
• Wear a conservative style. Avoid styling it in an overly elaborate ways as this
will look distracting and unprofessional.
• Maintain hair in a neat, reasonable and well groomed fashion. If you have short
hair, comb them and keep them maintained during work hours. If you have
long hair, tie them in a neat braid, ponytail or a bun.
• Avoid henna dying your hair or dying them in extreme colours as this will look
distracting or unprofessional.
Women

BodyLine and Personal Colouring
Task 3
Look at the face shapes and try to match your face as best as you can.

Importance of Face Shapes
Face shape helps you decide the hairstyle, the accessories like glasses,
earrings, etc as well as the colours that well help:
• Minimise non pleasing attributes;
• Promote and compliment positive ones.

Task 4
On your own analyse your silhouette and try to find answers to the questions
being asked.
•What colurs do you think suit you based on your complexion?
•What hairstyle makes you look your best? Why?
•What wardrobe makes you look most stylish? Why?
•What kind of wardrobe would suit your bodyline?
•What makes your face glow, shine, look fresh and young?
Bodyline and Personal Colouring for a Polished and
Impeccable Appearance

Before and After Transformation
• Neat hairstyle and
• Skin Care.

Before and After Transformation
• Neat hairstyle;
• Well kept clothes;
• Neatly worn Dopatta and
• Skin Care.

Factors to consider for an Impeccable Style and Polished
Appearance
• Personal Colour Analysis;
• Silhoutte Analysis

• Colour Analysis:
 Analyse the colours that make you look young and healthy. Which colour
suit you? Role play
 Analyse your personal face and body colour. How does the unifrom
complements or minimizes a polished and impeccable appearance and what
can you do about it? Role Play
Personal Colouring and Silhouette Analysis

• Silhouette Analysis:
 Analyse the type of hairstyle and eye glass shape that works best for you.
Would you like to change it?
 Understand your face shape. How can you design your hair style to suit your
face shape?
 Analyse the best style in clothing, neckline, or accessories. How can you
bring out the best of you in the uniform?
 Analyse your face shape and body balance. Discover your body line. How
does the uniform balances it?
 Analyse which style harmonises the best of you, enhances your best
features, adds or minimizes height or weight.
Personal Colouring and Silhouette Analysis

Smile!
Smile- it is the ultimate
gesture understood by
all!

Task 5
Task A (Both). Watch the video. Use the resources provided to you to wash
your hands to give them a smooth fresh look.
https://youtu.be/oqAFdRns3tA
Task B (Male): Watch the video to know about the skin care tips for men.
https://youtu.be/8ojEfgpsQyE
Task B (Female): Watch the video to know about the skin care tips for
Women. https://youtu.be/kAqL3rSr49E
Task C (Both). Watch atleast two videos that interest you and make notes
on the relevant skin care.
Personalised Grooming Tips

• Skin care – How to remove tan in 5 easy steps - https://youtu.be/oqAFdRns3tA ;
• Skin care – How to remove sun tan from face, body, feet. Skin Lightening Remedy - -
https://youtu.be/dh74H1NNyJY
• Skin lightening – How to lighten body skin colour in 3 days -
https://youtu.be/ghQpul7x-w4
• Skin whitening/lightening – Skin whitening solutions for summer -
https://youtu.be/S8JY2VTIs9Y .
• Skin Tone – How to get crystal clear spotless skin tone - https://youtu.be/2heVsLiFrYI.
• Lip care – How to turn dark lips to soft pink lips naturally -
https://youtu.be/2heVsLiFrYI.
• Lip care – How to make a lip balm at home - https://youtu.be/K0d445K1xGE.
• Foot care – How to clean dirty feet that are black due to oil and dirt -
https://youtu.be/wqY_zOav7Ag
• Fairness Creams/Skin Lightening cream – How to make fairness/skin lightening cream
- https://www.youtube.com/watch?v=nvqRw37RFFk.
• Dandruff and hair care – Miracle care for Dandruff and hair care -
https://youtu.be/rIkSzdqNarU.
Personalised Grooming Tips

DO’s
•Look in the mirror before you leave
for work and during the day.
•Shower every morning and use a
deodorant.
•Go to your hair dresser every six
weeks minimum.
•Clean your shoes weekly and keep a
shoe cleaning kit with you at all
times.
•Wear well-maintained shoes,
pumps preferably.
•Ensure your clothes fit well and are
in good condition.
•Brush your teeth and look after
your hygiene regularly.
DON’Ts
•Wear too much perfume or after
shave (men).
•Wear too short trousers/shalwars
or shirts.
•Wear stained clothes.
•Smoke (it makes you and your
clothes smell).
•Wear too much make-up (women).
•Wear too much jewelry.
•Shirts that don’t fit around the neck
and the stomach or are stained
under the arms.
•Keep stained teeth.
•Keep nails which are dirty, bitten or
stained.
•Wear tattoos.

Support Session 3
Conversation and Communication Skills

Basic Principles of Conversation
Task 1
Listen to the audio and note down the good points and the errors in the
conversation of the two support persons.
Audio – Basic Conversation Principles

Basic Principles of Conversation
• Do not interrupt one another;
• Listen carefully to what the other person says;
• Provide visual and auditory feedback (not say ‘mhm’);
• Pay attention to the other person’s face and body language;
• Don’t talk for too long at a time;
• Ask purposeful questions;
• Slow down your conversation;
• Speak in an appropriate language (as per the company norms);
• Manage your body language.

Enter and Exit Conversation Gracefully
Task 2
How would you start a conversation with somebody who seems to be
looking for direction, guidance, or information?
How would you extract yourself from the conversation once you have
provided the relevant information, guidance, direction?

Factors to consider while entering and exiting conversation
Guiding, assisting or directing a stranger is only a matter of minutes. However
a polished and graceful opening and ending a conversation leaves a long
lasting impression about the support person as well as the company.
•Greetings and salutations;
•Wait in attendance;
•Monitor Body Language;
•Appear approachable;
•Stay engaged;
•Maintain Smile;
•Remember purpose of conversation;
•Answer queries;
•Ending Conversation.

Polished Small talk
Task 3
Consider a situation where you are required to make a small talk or carry a
conversation as the guest waits/manages their chores.
What aspects you need to be aware of for carrying an effective conversation.

Characteristics of Effective Conversation
• Greet and pay salutation;
• Be positive;
• Keep smiling;
• Use simple language;
• Be clear;
• Be accurate;
• Stay quite;
• Avoid gloomy topics;
• Talk briefly;
• Avoid dominating conversation;
• Be humble and polite;
• Be courteous and respectful;
• Avoid feeling offended;
• Manage your body language.

Appropriate and Inappropriate topics of conversation
Task 4
Listen to the audio of a support person talking to an officer.
What topics do you think the support person may have refrained from talking
about?
What would be the appropriate and inappropriate topics of conversation?
Audio – Appropriate and Inappropriate Topics of Conversation.

Appropriate and Inappropriate Topics of Conversation.
Appropriate Topics
•Weather;
•Sports - current games,
matches/favourite games;
• advice on personal health issues;
•Knowledge and skill development;
•Asking about someone in the same
context;
•Hobbies;
•Family – general information not
private and personal;
•Media – films, books, magazines etc;
•Holidays;
•Home town;
•Latest news or trends.
Inappropriate Topics
•Politics;
•Religion;
•Grievances with company policies;
•Asking for monetary assistance;
•Sore subjects like someone’s divorce
etc;
•Salary;
• Intimate Relationships;
•Death and its extensive details (incase
you are meeting that person for the first
time);
•Sales (don’t try to sell anything).

Body Language
Task 5
What body postures, gestures, facial expressions, and eye movements do you
need to be careful of while communicating with others?
Demonstrate a few examples.

Tips to Improve your connection through body language
• Smile ;
• Keep the space open before your upper torso; (try not to fold arms, put your
bag/personal item on your lap, hug your bag, or do anything that covers up the upper
front of your body);
• Have eye contact (Don’t stare or gaze unwaveringly /intently. Look away from time
to time to give the officer some space. Then re-establish contact after a split second);
• Be comfortable in your space (don’t fidget, squirm, lean on things/against wall, or
lose yourself in your body. Don’t sprawl out while sitting or stand with legs wide
apart);
• Keep the inner side of your hand (with the palm) faced outside, towards the
person [especially for ladies, if you have to rest your head on your hand](as opposed
to resting on your knuckles, with the outside part of your arm facing the other person);
• Minimise movements that distract (such as finger drumming, nail biting, skin
peeling, scab picking etc)

Tips to Improve your connection through body language
• Slow down your pace (if you speak fast, slow down. If you have to brush your hair,
cross your legs, or make any movement, do them at an adjustable pace. Flicking your
hair, wildly winging your arms, or taking your arms from one side to the other can
take the person by surprise and distract them);
• Relaxed Posture (Keep a relaxed posture when you are sitting or standing. Keep
your back straight but not stiff and let the shoulders relax);
• Lean (Leaning in slightly while someone is speaking demonstrates that you are
actively listening while leaning away shows that you are disinterested and hostile to
the situation);
• Affirmative movements (Simple actions of agreement like nodding of head or
smiling shows empathy and attentiveness to the other person);
• Pace yourself to match the other person (Everyone is different, it is important to
assess each person individually, and adopt the body language that would help you
best connect to the officer gradually).

Support Session IV
Dinning, Table Manners and Social Gathering Etiquette

Formal and Informal Table Setting
Task 1
Watch the video/s to know how a table is laid for a formal and informal dinning.
Make notes for yourself regarding how utensils and silverware is placed and on
which side and angle of the table.
Also make note of social etiquettes and table manners for serving the guests.
Once you have viewed the video, lay a table for four for a four- course meal and
serve the guests.

Formal and Informal Table Setting
1. How to set a table with silverware from https://youtu.be/SJiQKHV7ghM
2. How to set a table for a formal 4-course meal
https://youtu.be/LktSuL8__7M
3. How to set a formal Dinner Table - https://youtu.be/PqQdXGx8Sxo
4. Social Etiquette and Table Manners - https://youtu.be/Tm_F4VG2H6c

Napkin Folding
Task 2
Watch the video to know how to fold napkins in different styles and design.
Using the resources provided to you, fold the napkins in the styles just
seen by you.

Napkin Folding
1. 6 Easy Napkin Folding - https://youtu.be/kvp0XGN-H3I
2. 10 Different Napkin Folds - https://youtu.be/ka3h6NkvQow

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