POSITIVE FIRST IMPRESSIONS

Maitrey Shah16/07/2013

Introduction

• Getting to know each other

• OHS considerations – Exit sign – Rest rooms – In case of emergency

First Impression • The first impression is last

impression• What impression we would like to

leave

Example

• Establish contact with customers while working1

• Maintain Personal presentation 2

• Q & Answers3

Today’s Overview

Start

Workplace requirements & expectations

• How to talk• Dress code• Policies• Personal hygiene

Techniques

• Direct approach• Courtesy• Indirect approach• Friendly manner

Voice and Intonation

• Volume• Tone• Nuances• Language – Polite

Case Study

• Jeremy– His first day– Mistakes made– Successes achieved– The moral of the story

Discussion

• What we can learn from Jeremy

• Best practices• Take-aways

Time Spent

Proj

ects

Wor

ked

On

Get Familiar

Achieve Mastery

Working Toward Mastery

Get Experience

d

Summary

• Define First Impression– Organizational as well as personal

• How to establish contact – While working in the shop

• Main personal presentation– Customer service

Resources

• Gloria Jeans Learning Website http://crema.gloriajeanscoffees.com/login

QUESTIONS?