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Positive First Impressions
In business communication,Over half (55 %) of our total communicatedmessage is sent through our body language.Twenty-two percent (25%) is the tone of voice we use.Only seven percent (20%) is portrayedthrough the actual words we use.
Seven Seconds to a Positive Impression
Most of our first impressions are subconscious - wedon't even know we are making them. We only knowthat we have an overall, general feeling about thisperson.
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Eight Subconscious Impressions ThatHappen Within Seven Seconds
How much money you make?How much education you've had?How much you can be trusted?Your personality style and how agreeable youare?How confident you are?How intelligent you are?What your work ethic is?How dependable and accountable you are?
Back to Basics!
Posture-your biggest success barometer
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Posture-your biggest success barometer
Walking Etiquette
Standing up to your full height indicates levelof confidence
Walk with your stomach pulled in , at alltimes.
Keep your chin parallel to the floor
Don't hide your hands-indicates level of openness
Maintain eye contact for four seconds (atleast)
A warm & sincere smile can make you lookpleasant, confident of your self and moreapproachable
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The Technique - For Women
Try to place one foot in front of the other,not far apart
Distribute your weight from heel to toe
Dont swing your hands too much whilewalking
The Technique - For Men
Try to place one foot parallel to the other,not far apart
Distribute your weight from heel to toe
Dont swing your hands too much whilewalking
Dont stomp your feet
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Sitting Etiquette
Dont plop yourself on the chair!!
Sit on the edge of the chair, then slide backwards
You can cross your legs loosely over each other
Throw your shoulders back and sit up to your fullheight
Your chin should be parallel to the floor
Avoid!
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Standing Etiquette
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Making Introductions
Introducing Yourself -The Dos
First greet and then introduce yourself
Never personal titles like Mr./Ms./Dr./Prof. tointroduce yourself
Use your full name , especially when itssomeone your meeting for the first time
Always stand up and do the introduction
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5 Introduction Goof Ups
Looking away(getting distracted by surroundings)Making too-personal comments(You look much older than I thought)Interrupting(talking on cell phone or not allowing the person to finishspeaking)Deferring to one person at the expense of other (especially with women)Overly enthusiastic introductions(not maintaining personal space)
Handling Mistakes
If you cant remember a name
Apologize quickly and say you have forgottenthe persons nameI am sorry but I dont know your last nameThere is no need to continue apologizing for your lapse
Handling Mistakes
If you mispronounce a name
I would like to you meet Arun. Arun could you pleasesay your last name? I am afraid Ill mispronounce it.Apologize when the mistake is pointed out and thennever repeat the error.If you are expected to introduce a person whose nameyou are not sure how to pronounce, ask the personhimself ahead of time.
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Handshakes
Offering/Receiving Business Cards
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Usually you stand up and offer card holding it in bothhands thumbs and index fingers
When offered a card, read it and keep it on the table tillthe end of the conversation
If there are multiple addresses or e-mail ids or contactnumbers ask which one is preferred (land-line or mobile)
Never interrupt a conversation to offer a business cardunless asked for
After the conversation and the guest has left make anote on where why and how you met the guest in brief
Personal Space
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Concept of Personal Space
Inner Circle- Close interactionwith only a select few withwhom with share high level of trust and comfort
Concept of Personal Space
Middle Circle- maybe used for formal interaction with workcolleagues, acquaintances or friends with whom you arecomfortable interacting, but donot share a close relationshipwith.
Concept of Personal Space
Outer Circle- standing too far can result in a disconnect
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Art of Small Talk
Art of Small TalkBe the first one to say Hello
Maintain open body language
Offer a warm smile
Make eye contact
Practice active listening
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Rule 1: Conversation Starters
The best way to start a conversation is with simple,non-controversial observations i.e
Comment on the weather
Comment on the local traffic
Comment on the Place/Ambience
Rule 2: Asking QuestionsThe best way to keep a conversation going is toask questions, without being too personal
Where they are they from?How long have they been in their profession?Inquire about current trends and how is itaffecting them?
Rule 3: Reveal something Interestingabout your work & self
Once you starting sharing more with other people, theywill start sharing more with you
Where have you workedThe places that you have traveledThe people you know in the industryCommon reference of colleagues/ex-colleaguesYour new business opportunity/ideas
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Rule 5: Closing is Important
Be comfortable with small silences (especially if you aredealing with an introvert)
Rule 4: Deal with awkward silences
Thank the person and end on a positive note
Rule 6: Be comfortable with yourself!
Active Listening
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Active ListeningLook at the other person, and suspend what yourdoing
Let your body language indicate that your listening
i.e. nodding, leaning forward, eye contactAllow other people to have their point of view
If required, rephrase `Is this what your trying tosay?
Dont interrupt. Instead.. I have heard what you are saying. Can Isay what I am thinking?
Appropriate Business Conduct
Avoid asking too many personal questionsAvoid physical touching especially with people of opposite sexAvoid using nicknames unless your permitted to do soby the other individualDont impose yourself on othersDont stare at others computer screen or personalpapersBe patient. Wait for a responseDont interrupt when the other person is in aconversationDont discuss business during lunchtimeAvoid calling on personal cell phones for office work
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Telephone Etiquette
Telephone Culture
The way you handle calls speaksvolumes about you and your attitude
You can build or damage your imag e bythe way you answer your calls
Voice Components
Volume
InflectionPacePitch/Intensity
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When you are making the call
Greet the receiver and identify yourself
Always use a bright and positive tone
State the objective of the call
Be courteous and ask whether it is good time to talk,or should you call back later
When you are receiving the callWhile taking calls avoid saying a monotonous or aggressive
HELLO or worse still Yes?
Greet the caller and identify yourself
Always use a bright and positive tone
SMILE It reflects
Always ask the objective of the call.
Be courteous to wrong numbers
Hold Procedures
Always ask for his/her permission
Tell him/her the timeyou will be needing
Tell him/her the reason
Wait for the approval
Get back in thecommitted time
If you need more time get back to him/her in thecommitted time and
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Call Closure
Thank the receiver for his time
Dont sound rushedRemember
The world is not coming to an endLeave with a lasting impact
Be courteous
Pleasant tone
The Basics
Sit up straight throughout the conversation to enlivenyour voice. To sound more assertive , stand up andtalk
Avoid talking on the phone if you are in a bad mood
Never speak with food in your mouth
Always exchange names in the beginning and usethem during the conversation
The BasicsDont interrupt the other person while speaking
Dont rattle off information too fast
Repeat numbers, email addresses and state that your doingso
In case you are using a speaker phone, make sure you informthe person on the other side of the line that you are dong so
Be considerate about the peoplesitting around you who arent takingpart in the conversation
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If you have to leave a voice mail message for someone, make it short and to the point.Speak clearly and slowly and leave your name, phone number, and a brief message
Voice Mail
Interviews Meetings
Cinema Halls Airplanes
SchoolsHospitals
Office Meeting Etiquette
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Reach the venue well in advanceYou can run through your presentationCheck if all the equipment is in place and fully functional
And be present in the boardroom when your businesspartner arrives.
Make sure you have adequate number of yourbusiness cards
Dress with care for the meeting
Converse with your business partners few minutesbefore and after the meeting. It helps to break ice & develop comfort level.
E-Mail Etiquette
Easy to readDivide content into short paragraphs
Keep the mail below 25 lines
Write meaningful subject line`important! Read immediately! `Meeting `Follow-up about the meeting `Minutes of meeting held on Fri,July 11 th
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Differentiate between formal & informal mailAvoid using emoticons, exclamations in formal mailsDon't use linguistic shortcuts eg. LOL,FYI etcUse a font that has a professional look eg: Verdana
Respond promptlyRespond within 12 hrs even if its a line saying youAre currently busy and will get back later.
Use BCC instead of CC when sending sensitiveinformation to large groups
Check for any spelling or grammatical errors
Dont assume privacy
Avoid sending heavy attachmentso They are increasingly dangerous
carriers of viruseso They take time to downloado They take up needless space on
your recipient's computero They don't always translate
correctly (especially for peoplewho might read their e-mail onportable devices)
Dressing for Success
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TIPS TO DRESS WELL AT WORK
This is something that holds true when you're atwork. You will feel highly uncomfortable if you're dressed inappropriately and it will affectthe overall impression you make.
Shirts
Full sleeved in white or light shades of cream, blueand grey
The sleeves should stop at the wrist and the cuffsshould not fall into the palm of the hand
No checks or prints, if striped then very mild pinstriped
Colors are fine, if worn the right way
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TrousersContemporary styled. Formal fabrics inshades of black, blue, gray or earth tones(browns)
No casual fabrics like cotton
Legs of the trouser must not be solong as to fall in folds over the shoe
Should cover the bare skin abovethe socks when they are hitchedup in a sitting posture
If you prefer casual at work, you should still look professional
Eight Mens Fashion Faux Pas
Poorly fitted clothes Too baggy or too tightShoes in bad conditionSandals with a suitSocks worn with sandalsA tie with short sleeved shirtToo much jewelry chains, rings braceletsDandruff flakes on dark garments
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You can Opt for a well-fitted kurta that ends at the knees or just above, with atight churidar. Pair this with matching high heels. You will look a lot slimmer,
younger, and taller!
The universally accepted look for theladies!!
Attire for Women
Solid color, Conservative Suit/Salwar kurta(avoid wearing short skirts, deep cut blouses,
transparent fabric)Moderate heeled shoesLimited jewelry (avoid long dangling earrings,bangles, chunky necklaces)Neat, professional hairstyleBasic make-up & perfumeManicured nails (avoid dark nail polish,chipped nails)Purse/Portfolio Case (no jazzy/metallic funkybags)
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Eight Womens Fashion Faux Pas
Clothing that is too tight, too short or too revealingfor the occasion
Dandruff flakes on dark garmentsVisible foot seams with open-toed shoesButtoned garments that gap and show skin or undergarments better left hiddenOverly dressy or too-high heels (noisy) with casualclothes like jeansJewelry that jangles or clings so much that othersare annoyedVisible bra/panty lines
Personality Analysis
Any personality can be changed or refined toachieve personal and social success.
The beginning of this change lies in your awareness of your existing personality traits
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FACTOR A Interpersonal Warmth
Low Score: A-
These individuals tend to be cautious in
their emotional expression.
They can seem uncompromising &critical in their outlook.
They prefer to remain aloof and arefrequently objective/intellectual in theirapproach, in relationships.
High Score: A+
These individuals are natural `joiners,more readily forming active groups.
They are easygoing , generous in theirrelationships and less afraid of criticism.
They enjoy social recognition and arebetter able to remember names of people.
However they can be less dependableand more casual in meeting obligations.
Factor C-Emotional Stability
FACTOR C- Emotional Stability
Low Score: C-
Easily upset
Affected by feelings
Worrying/Easily Perturbed
Changeable attitude andinterests
High Score: C+
Not easily upset
Emotionally stable
Unruffled/Calm
Does not let emotional needsinterfere with reality
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FACTOR C Emotional Stability
Low Score: C-
These individuals get easily annoyed by
things and people.
They are frequently dissatisfied by thesituations surrounding them, their work,family, health etc..
Find it difficult to cope with stressful
situations and undesired changes.
High Score: C+
They take challenges in stride and
manage events and emotions in a well-balanced, adaptive way.
They tend to experience a sense of satisfaction with the situations andpeople surrounding them.
They rarely meet problems with whichthey cant cope, and they recover fromupsets quickly.
Factor E- Dominance
FACTOR E- Dominance
Low Score: E-
Mild
Easily led
Accommodating
Dependent
Conventional, Conforming
High Score: E+
Assertive, Aggressive
Stubborn
Confronting
Independent-minded
Unconventional, Rebellious
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FACTOR F- Energy & Liveliness
Low Score: F-They appear to take life seriously.
May not display spontaneity in socialsituations.
While they may be regarded as mature ,they may not be perceived as lively orentertaining.
Can be worrying, irritable and sufferfrom frequent headaches.
High Score: F+Tend to be enthusiastic, spontaneous,attention-seeking and have a happy-go-
lucky attitude.
They are lively and drawn tostimulating social situations.
They like being in the middle of excitement and activity .
They may be perceived at times as aflighty or impulsive .
Factor I- Sensitivity
FACTOR I- Sensitivity
Low Score: I-
PracticalLogicalSelf-reliantStern & PracticalUnsentimentalTough-minded
High Score: I+
SensitiveIntuitiveDependentKind & GentleExpect affection & a ttentionTender-minded
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FACTOR L - Mistrust
Low Score: L-
Tend to be more trusting and relativelyfree of jealous tendencies
They tend to be adaptable,noncompetitive , concerned about thewelfare of others.
They open, tolerant and usually willingto take chances with people.
High Score: L+
Tend to be more suspicious and vigilantabout others motives and intentions.
Their tend to feel annoyed with peoplesoon and frequently find it hard forthem to be open to others.
They tend to expect that others willmisunderstand them and take advantageof them.
Factor O- Apprehension
FACTOR O- Apprehension
Low Score: O-
Self-confidentSecureCheerfulInsensitive to peoplesapproval or disapprovalLesser fears
High Score: O+
Worrying, AnxiousInsecureExperience low moods, cryeasilySensitive to peoples approvaland disapprovalFearful
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FACTOR O Apprehension
Low Score: O-Tend to be self-assured and emotionallysecure.
They feel adequate and self-satisfied .Their confidence is seldom shaken, evenin difficult situations
They are seldom upset if people dislikethem, and they dont spend time thinkingabout what they should have said, butdidnt.
High Score: O+Tend to worry about things and feelinsecure and apprehensive .
They tend to brood and to becomerather easily discouraged .
They may harbor troublesome feelingsof inferiority and inadequacy .
They tend to be self-critical , and theyfeel hurt if people dislike them.
Tips on Public Speaking
Power Positions On Stage
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Hand Signals- For Speaker Crossed Arms:
Usually indicates a defensive and negative
attitude.
It might also indicate that the person is shy and
withdrawn.
Hand Signals- For Speaker Hands In Pocket
It denotes a secretive, withdrawn,
person ( holding back )
Effective Hand Signals
Arm movements are important as they convey your confidence in what
you are saying.
Head up, arms out, appealing to the audience to listen. It indicates you
are assuming control of the situation.
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The Way You Stand
Rocking Motion
It is rocking forward and
backward on the same spot.
It also clearly indicates
nervousness of the
speaker.
The Way You Stand
Distracting Gestures
Straightening the tie. Brushing
dust (real or imaginary) from the
clothes or smoothing the hair.
Indicates self consciousness. It
also distracts the audience.
The Way You Stand
Hands tucked into the belt or
on the hips:
Indicate casual attitude and
chances are that the audience will
not take you seriously. It is also a
sexual gesture.
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Standing on the same spotrigidly:
Do not stand in the same spot,
rather stay close and involved
with the audience.
The Way You Stand
Staring at the screen:
When the speaker stands
facing the screen, tends to lose
touch with the audience and
appears as if he/she is reading
a speech
Stand On Your Two FeetBalanced Personality
Posture is erect.
Shoulders thrown back
Weight is evenly distributed on
the two feet
When conversing with others,
stand leaning forward slightly to
indicate interest.
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Enthusiasm is one of the biggest factor insuccessful public speaking. It is magnetic.
Stand tallLook at the audience & maintain eye contactSmileUse expressive hand gesturesUse strong tone of voiceDont fidget!
A good beginning and a good ending are atthe heart of successful public speaking.You can use:
QuotesA story/illustrationStating what they will gain out of the talkPaying the audience a sincere compliment etc..
Focus on the Audience
When the audience is small in number, you can use
rationale or logic to persuade/convince them.When the audience is larger, use more of emotivecontent to keep audience interested
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1. Would you rather A. help children play Games B. Help fix watches
3. A. Do you always feel like doing what is Planned B. Do you ever plan things and then not feel likedoing them.
4. A. Is it fun to tell an obvious lie with a straight face. B. Could you never do that. 5. A. Do you like to tell jokes B. Do you not like to do that.
8. A. Would you rather be an artist B. A mechanic
9. A. Do you make smart remarks that Hurt peoplesfeelings when they deserve it
B. Do you never do that
12. A. Do you have times when you feel sorry for yourself B. Does that never happen to you.
17. A. In an office would you rather see people B. Draw house plans
19. When people dont listen to you , do youA. Get impatient . B. Does it not bother you
20.Most of the time would you rather A. "Play it safe B. Take a chance
21. Would you rather spend an evening quietlyA. At home B. At a lively party
24. A. Are you always glad to fix mechanical things B. Would you rather sit around and talk
25. A. Do you think most people tell the truth evenIf it might hurt them
B. Do they tell the truth only when it wont hurt them.
28. Do you ever feel that there is danger withoutA. Any good reason B. Do you never feel that way.
33. A. Does it bother you to be the center of interest in agroup of people
B. Do you like it.
35. A. Do people sometimes misunderstand you whenYou Mean well
B. Does that never happen
36. A. Do you sometimes speak angrily to your parents B. Is it wrong to do that
Personality Analysis - A Psychological Inventory
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37. A. Do you like things to be quiet B. Do you always like exciting things.
40. Would you rather beA. A good musician B. A good soldier
41. When people are unreasonableA. do you keep quiet B. Do you feel a strong dislike for them
44. Even in the middle of a group of peopleA. Do you sometimes feel lonely and worthless B. Do you almost always feel good.
49. A. Would you rather take care of trees in a forest B. Teach children in a school
51. A. Do you often get angry with people too quickly B. Are you slow to get angry
52. A. Would you rather do without something than put awaiter through a lot of extra trouble
B. Do you feel that the extra trouble is part of his job
53. A. Do you like to be serious most of the time B. Are you happy and laughing most of time
56. A. Would you rather be a school teacher or B. A great Hunter
57. When a person is not doing the right thing do youA. Show him up even if it takes some trouble B. Do you just let it go
58. A. Would you rather hire workers to run machines B. Fix the machines when they break down
60. A. Are you afraid of something for no particular reason
B. Do you never feel that way
65. A. Would you rather have a house alone in the deepwoods
B. Where lots of people live
67. A. Do little things get on your nerves a lot B. Are little things not important
68. A. Do you sometimes say things that hurt peoplesfeelings
B. Do you try very hard to never do that
69. A. Do you like to make people laugh with funny stories B. Do you not like to do that
72. A. In a play would you rather be a jet pilot B. A famous writer
73.A. When someone is unreasonable and narrow mindedare you still polite
B. Do you show him up
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76. A. Would you rather be in charge of a group B. Just be one of the group
81. Would you rather A. teach children about their own feelings B. Build a new building
83. Do your feelings usually come from
A. What is going on around you B. Do you get any strong feelings that come withoutcause
84. If you have to tell someone a lieA. Do you have to look away B. Can you look at him
85. Do you really enjoy all large groupsA. Of people such as parties or dances B. Would you rather be alone much of the time
88. Would you rather have a jobA. Writing childrens books B. Fixing electrical machines
89. Do you think most people are honest onlyA. Because they are afraid of being caught B. That most people would be honest anyway
90. A. Can you take either side in an argument just to besure that all sides are thought about
B. Would you not want to take the side you didntbelieve in.
92. When someone fusses at you in publicA. It does not bother you too much B.Do you get very embarrassed and upset.
94. A. Would you rather paint pictures B. Run a social club
97. A. Do people say you talk too much B. Are you quiet
99. When you get upset do youA. Do you cool down again very quickly B. Does it take a while to calm down
100. A. In a strange city would you stay away from theparts of town that people say are dangerous
B. Would you walk place anywhere you wanted
101. A. Do people say that you are a serious person B. That you are happy go lucky
104. A. Would you rather read about battles and wars B. About peoples feelings
105. If someone gets mad and yells at you, do you
A.Stay calm and quiet B. Do you yell back
107.Do you think we should be very slowA. To lose the wisdom of the past B. Should we move faster to try new things
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108. A. Do your friends think you have many new ideas B. That you are good at following the ideas of others
113. In your spare time would you rather join aA. Hiking club B. A club that helps people
115. A. Do you always have lots of energy when need it B. Do you often feel too tired
116. A. Are you critical other peoples work B. Are you not like that
117. A. Do people say that you are lively B. That you are quiet
120. A. Would you rather fix machines that dont Work B. Think about what life means
121. If a neighbour cheats you in some small thing,A. Would you rather show him up B. Just let it go
122. A. Would you rather ride in a car with someone elsedriving B. Do you like to drive a car
124. When the teacher calls your name are youA. Glad to show what you can do B. Are you afraid of having done something wrong
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Final Score Sheet
Factor RAW Score STEN Score
A
C
E
F
H
I
L
O
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