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Work with customers and
colleagues
2. Develop interpersonal skills
.
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On successful completion of this lesson you will be able to;
Use appropriate language and tone
Maintain personal presentation standards
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Interpersonal Skills
are those skills that help us communicate and
interrelate with other people.
are defined by our actions, the words use, ourpersonal presentation and our behaviour
are skills we can acquire and skills that help
determine our professionalism
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Interpersonal Skills may include,
Effective communication through -Appropriatelanguage and tone (What we say and how wesay it), body language (non-verbal
communication) and listening skills Improved personal presentation through
poise, deportment and personal hygiene
Being polite and courteous Team work
Effective social interaction
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Interpersonal skills
How we use these skills determines their
effectiveness and impact on others
and successful application of these skills in the
workplace demonstrate our professionalism
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Developing Interpersonal skills
requires
honest self- evaluation,
an acceptance that change may be required insome aspects of our behaviour- recognize a
need
time and effort
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Developing Interpersonal skills
Interpersonal skills can be developed through,
formal study or short courses
workplace experience and observation cultural sensitivity programs
mentor programs
professional personal development programs
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Maintaining Personal Presentation
Standards
IMPORTANCE
the way we look communicates a lot about us
when people look at us, they immediately
begin to form an opinion about us this is
theirperception of who and what we are
this impact on the way we are received and
treated
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Maintaining Personal Presentation
Standards
Personal Presentation Standards Standards refer to the minimum required level of
quality or output- here the way we look and present
ourselves Industry standards refer to the standards expected
across the entire industry, irrespective of the sector.
Enterprise standards set by the individual enterprise
that determine, for example, the quality of serviceoffered and employee personal presentation- vary onlocation, image, customer base
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Factors effect on Personal Presentation
Standards
Occupational health and safety issues: to ensurewe present ourselves in a way that is safe for ourcolleagues, our customers and us
Work location: dress in a manner suitable to thearea
Customer expectations: the sector in which wework and the target market
Specific work functions: Front office staff arerequired to observe a high level of presentationthan the back of house area
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like our behaviour and communication skills, the
way we look and smell is all part of the bigger
picture when it comes to interpersonal skills
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Personal Presentation and Hygiene
Grooming
grooming is the attention to detail we
give to how we look
in the Hospitality industry the standard
of grooming and hygiene expected
includes: Bathing, Clothing, Shoes, Hair,
Hands, Body odour andOral hygiene
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Personal presentation in business
four common mistakes people make in
business dressing are:
dressing glamorously
dressing poorly or too casually
dressing to depict some you are not
Shaving/ grooming
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Grooming cont.....
Accessories Shoes
Should match the colour of a hemline or be darker
Coloured shoes can be used as a contrast i.e.Matches a blouse
Avoid white shoes for work
For business a closed-toe court shoe or a sling-back
Black, brown and dark blue are safe options and are
easy to co-ordinate with outfits
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Grooming cont.....Accessories
Colours
Textures
Size Stripes and dots
- Matching Vs. Contrasting
- Trend setter Vs. Trend follower- Breathing life in to your strict business suit.
(colourful personality)
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Grooming cont.....
Accessories Jewellery
The jewellery should be simple and elegant
Button style earrings in gold silver or pearls aresuitable
Necklaces- single strand of pearls, gold or silver
chain which is not chunky
One bracelet- not the dangly type Not more than two ring for both hands
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Facial expressions
When a chimpanzee focuses on a problem, it
will often scratch its head and open its lips
slightly, just as we do.
A gorilla in a deep contemplation. Such
expressions were inherited from a common
ancestor of
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Lasting impressions
Smile !!
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Occupational Health and Safety
Implications
Maintaining personal presentation standards is
not just about good grooming though; there are
also legal implications to consider
under the various occupational health and safety
Acts in each state and territory, employers have a
responsibility to their employees to maintain a
safe and healthy work environment, and theemployees have the same responsibility to each
other and their employer
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Some of the ways in which the various
occupational health and safety implication
affect employees,
Using and/or wearing the correct protectiveclothes and equipment during work
taking regular breaks when required so as toprevent fatigue
seeking medical advice for illness rather than
affecting other employees ensuring all clothing is neat and tidy so that
there is less chance of it catching in equipments
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Now, you could be able to:
Practise high standards ofpersonal
presentation according to organisational
requirements, work location, impacts on
different types of customers and specific
requirements for particular work functions.
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Source: Road to Hospitality
(An Australian book)