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GROOMING / ETIQUETTE PRESENTATION SKILLS

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Title: GROOMING / ETIQUETTE PRESENTATION SKILLS


1
GROOMING / ETIQUETTEPRESENTATION SKILLS
  • PROFESSIONAL IMAGE

2
INTRODUCTION
A great presenter has two unique qualities
appropriate skills and personal confidence. This
confidence comes from knowing what to say and
being comfortable with communication skills. In
this workshop, participants will master the
skills that will make them better speakers and
presenters.
No matter how good or important a message is, if
it's not delivered in an interesting and
effective way, chances are it won't be heard at
all.  Strong presentation skills can advance a
career.  Poor speaking skills can ground a rising
star.  In this program, participants will learn
how to conquer the podium and deliver
presentations that get results.  From dynamic
introductions to powerful closings, participants
will have an opportunity during this training to
practice and refine their platform skills.
3
INTRODUCTION
This program is designed for people newly joining
or recently returning to the workforce. It covers
workplace expectations and acceptable behaviors
appropriate business dress and grooming, verbal
communication, telephone skills, time management,
and general professional deportment. This course
can easily be adjusted to incorporate your
organization's specific challenges and policies.
It is also well suited for organizations that
have promoted from within and are challenged by
inappropriate employee behavior.
4
COURSE OBJECTIVES
  • In this workshop participants will
  • Define appropriate and inappropriate office
    behavior.
  • Describe appropriate office dress.
  • Demonstrate professional use of the telephone in
    a business environment whether they are answering
    the phone, transferring a call, placing a caller
    on hold, or leaving a voicemail message.
  • List steps for dealing with difficult people.
  • Identify and rephrase blunt wording for more
    professional communication.
  • Understand and demonstrate the use of to-do lists
    and the ABC prioritization technique.
  • Explain methods for handling typical office
    interruptions visitors, phone calls, requests
    from the boss or subordinates.

5
COURSE OBJECTIVES
  • Outline tactics for overcoming procrastination.
  • Develop an action plan to improve professionalism
    in work areas.
  • Identify the four essential components of a
    presentation.
  • Describe an audience analysis and why it is a
    needed step in a presentation.
  • Organize information in a clear and concise
    manner.
  • Create an attention-grabbing introduction.
  • Implement techniques for varying vocal tones and
    body language.
  • Develop strategies for handling hecklers,
    bullies, and other disruptive participants.
  • Point out the benefits and pitfalls of various
    visual-aid options and audience seating
    arrangements.
  • Begin implementing goals created during the
    session.

6
COURSE CONTENT
1. What's Appropriate for Work  Understanding
the Difference between Social and Professional
Behavior
Participants will identify behaviors appropriate
for the workplace and those that are
unacceptable.  This proven approach allows
employees to target areas for self and group
improvement.
2. Diamonds in the Rough Polishing Your
Professional Behavior
This component covers various aspects of
workplace communication from telephone skills to
email etiquette.  Through case studies and
quizzes, participants will learn how to improve
their interaction with both internal and external
customers.
7
COURSE CONTENT
3. Dress for Success Looking Your Best
Creating a positive visual impression is often as
important as demonstrating effective verbal and
listening skills.  In this unit, participants
will play fashion critic by identifying
appropriate and inappropriate work attire in a
series of photographs.  This visual approach
helps participants understand the difference
between simply complying with a dress code versus
looking their best.  Emphasis is placed on
appearing clean, well groomed, and appropriately
dressed without having to spend a fortune.
4. On Time and On Track Keys to Basic Time
Management
This program concludes with a practical
discussion of how to "get it all done" when there
is too much to do, prioritize when there are
multiple tasks at hand, manage work and home
life, and set achievable goals.
8
COURSE CONTENT
5. What It Looks Like The Anatomy of a
Successful Presentation
This program begins with an examination of the
parts of successful presentations powerful
introductions, effective transitions, and
captivating conclusions.  Participants will dive
in "head first" with a short practice
presentation illustrating principles discussed.
6. Let Me Tell You Understanding Audience
Differences
Using Business Training Works' signature
diagnostic tool, The Communication Jungle,
participants will identify their own presentation
styles and those of different types of audience
members in order to adjust for better
communication
9
COURSE CONTENT
7. Highs and Lows Adding Vocal Variety
In this unit, participants will explore several
techniques for adding vocal and visual variety to
their presentations.  Goodbye, monotone.  Hello,
dynamic speaker.
8. Stop Shaking in Your Shoes How to Overcome
the Fear of Public Speaking
Fear is why many people do not enjoy public
speaking.  This component looks at the reasons
for fear and techniques to overcome it.
Participants will receive a checklist for
projecting the best possible image, and they will
learn how to eliminate such distracting speech
habits as "um," "ah," and "you know."
10
COURSE CONTENT
9. How and When to Use Humor
Humor used well can make a presentation come
alive.  Humor that isn't funny, on the other
hand, can destroy a message.  This portion of the
program explains when and how to inject humor
into presentations.
10. Know-It-Alls, Talkers, and Bullies Managing
Hecklers
It is sometimes said that "there is one in every
group."  A difficult person makes the presenter's
job a challenge at best.  Learning how to manage
those audience members who don't want to be there
is an essential skill of top speakers.  This
segment explores handling difficult people and
challenging situations.
11
COURSE CONTENT
11. Flipcharts, PowerPoint, and Slides Effective
Visual Aids
Choosing and using visual aids is an integral
part of many presentations.  This lesson reviews
available options and covers the benefits and
drawbacks of each.
12. People Who Can, Do Preparation and Practice
The program culminates with participants making
various kinds of presentations explanatory,
informative, persuasive.  Each participant will
be videotaped for review and critique.
12
METHODOLOGY
This program 2 days course involves a mixture of
short lectures, interactive discussions, games
and a number of exercises which the participants
will work through individually/in groups to
understand concepts and principles discussed in
the program
13
WHO SHOULD ATTEND
This program is designed for anyone who has a
desire to improve their Presentation Skills to
create a climate of positive communication in
their organisation.
COURSE DURATION
2 days / 16 hours
14
TRAINER PROFILE
MRS. AFIFAH BINTI RAHIM
  • CURRRENT JOB Freelance Trainer
  • QUALIFICATION
  • Professional Certificate in Training and
    Development ( UNITED KINGDOM )
  • Malaysian Certificate Education ( MCE )
  • Accredited Professional IATA ( International Air
    Transport Association ) Customer Services
    Certificate with a distinction

ACCOMPLISHMENTS   Current 1. Conduct Soft
Skills training for Kementerian Pelancongan
Accredited Master Trainer
for Mesra Malaysia. under
Kementerian Pelancongan. 2.
Accredited trainer for Act Tourism and Tourism
English
programme under Kementerian
Pelancongan. 3. Part time trainer for
University Tun Abdul Razak on co
curriculum Subject.   4.
Conduct Public Programs for Training Providers
15
TRAINER PROFILE
MRS. AFIFAH BINTI RAHIM
2004 Aug 2006 Unit Head Manpower Development,
Customer Services
Department, Malaysia Airlines   Managed
trainers and administration staff with full
responsibility for all training of MAS Customer
Services staff at KLIA   Adviser to
the Customer Services Grooming Council and in
charge of Grooming standards of Customer
Services Department system wide.   Responsible
in the production of the Grooming Manual for
Ground staff.   Master trainer I MAKE THE
DIFFERENCE GOING BEYOND EXPECTATIONS module
programmed by Malaysia Airlines Academy.
16
TRAINER PROFILE
MRS. AFIFAH BINTI RAHIM
1994 2004 Training Executive at Malaysia
Airlines Academy ( MAA ) Designed and
developed Customer Services module for Ground
Services. Conducted all Technical and Soft
Skills courses for MAS Ground Services staff
system wide .   Represented departmental head
for any presentation on Customer Services module
to external customers. Travel worldwide to train
MAS staff on Customer Service/Soft skills
programme.   One month attachment in Phnom Penh,
Cambodia to train Royal Air Cambodge ground
staff.   One month in Male, Maldives to train Air
Maldives ground staff.
17
TRAINER PROFILE
MRS. AFIFAH BINTI RAHIM
One month in Jakarta to train ground handlers at
Jakarta airport   Trained Maybank staff on
Customer Service module, Sayang Sayang
Customer..   Trained Northport top-level managers
on Enhancing Your
Professional Image module.   Trained Pegawai
Tadbir Diplomat INTAN on Enhancing Your
Professional Image.   Trained UNITAR top
management on Enhancing Your ProfessionalImage
module   Represented Malaysia Airlines Academy as
a guest speaker at a Tourist Guide National
Conference on the Topic Image and the
professional.
18
TRAINER PROFILE
MRS. AFIFAH BINTI RAHIM
1992 1994 MAS Ground Services
Instructor   Trained Ground Services staff system
wide.   One month attachment in Male, Maldives to
train Air Maldives airport staff and assisted in
designing the uniform.   Three months attachment
at Terminal 3 to be in charged of   Discipline,
Grooming and on the Job Training for new
staff.   Responsible for the introduction of
Grooming training for Ground   Services staff in
Domestic Stations and in charge of Grooming for
Domestic stations.   Responsible for Developing
Service Transaction Guidelines manual for MAS
Ground Services division
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