this presentation is very important for identified table manners and interview tips.

1. 1 “Soft Skills essential for Personal Growth” BY THUSHI SUMUDU SRI LANKA 24 September 2010

2. CONTENTS What do you mean by an Image? What is important to build an Image? What is Etiquette? Why Etiquette is so important? What are the advantages of practicing etiquette? Business Etiquette Dress Etiquette Dinning Etiquette Handling telephone effectively Time Management tips The importance of correct Attitude, Discipline, Commitment & Loyalty for personal & organizational success 24 September 2010 2

3. What do you mean by an Image? “An image is a mental impression of a person (or an organization), inside ones’ own mind or those of other people, which characterizes good breeding or behaviour that champions good qualities.” 24 September 2010 3

4. What is an Image? Who you are- What you do- How you project yourself Professional image The look The style Become known for the higher level of service you provide Your excellent value system 24 September 2010 4

5. Conduct your self at the Work Place The way you talk & behave at the office tell a lot about who you are 24 September 2010 5

6. ETIQUETTE PROFESSIONALISM ATTITUDE CHARACTER COMMUNICATION 24 September 2010 6

7. What is important to build an Image? Conduct one’s self at the workplace (Business Etiquette) Dress to be smart and professional Conduct one’s self at a dining function Meet people with quality and professionalism Know to handle the telephone effectively Demonstrate perfect character qualities Show a positive attitude all the time Good Time Management 24 September 2010 7

8. What is Etiquette? Etiquette is defined as “the forms, manners & ceremonies established by convention as acceptable or required in social relations, in a profession, or in official life” In other way, these are practices and forms prescribed by social convention. 24 September 2010 8

9. Good Manners (Good Etiquettes) Good office manners may not be listed in your job description, but they certainly play a crucial part in your career The ability to handle yourself properly today, outweighs even your technical skills if you know what to do, when to do it, and how to do it with grace and style, you’ll have a competitive edge in your career All business experts agree that good manners promote good business. 24 September 2010 9

10. Discussion Point Identify the wrong things (bad etiquette) we do in a typical organization? 24 September 2010 10

12. WHAT ARE THE ADVANTAGES OF PRACTIZING ETIQUETTES People will respect you. Can reduce conflicts among people. It gives guidelines how to behave at work place, society etc,. It is very easy to solve problems. It will tell you as how to dress smart, communicate effectively, dining manners. It will tell you as to how to make a good “first impression”. 24 September 2010 12

13. BASIC GUIDELINES FOR ETIQUETTES Be courteous and thoughtful to the people around you Always try to consider other people’s feelings Apologize when you do a mistake or wrong thing Avoid raising your voice Be mindful of your language 24 September 2010 13

14. Why Business Etiquette? Day by day, the world is changing and new technologies, businesses, industries and new beliefs are gearing up. In this situation, we as individuals also should change to face these challenges. At business level, you need to meet people or to participate in events, functions or social gatherings. Hence, you should be able to present yourself or behave yourself with good mannerism, kindness and courtesy at any occasions. This will make a difference in personal success and corporate profitability. 24 September 2010 14

15. Why Business Etiquette?.... Business etiquette is an important factor that put you at ease when you are in business and social situations. Etiquette is about presenting yourself with the kind of polish that shows you can be taken seriously. Etiquette is also about being comfortable around people (and making them comfortable around you!) too. 24 September 2010 15

16. Business Etiquette Business Etiquette then, is the way professional Businesspeople-regardless of job title or type of business conduct themselves around others. 24 September 2010 16

17. Introductions (of People) The “less important” person is introduced to the “more important” person Rank: social and professional standingSex: woman before manAge: older person commands more respect Man should always stand up when introduced Woman: under 18 should always stand up when introduced 24 September 2010 17

18. Meeting People with quality & professionalism (the correct handshake) How you shake hands, introduce your self, how you use your business cards & how you conduct your self when you meet quality professionals is very important 24 September 2010 18

19. Some of the situations in which you should shake hands: When meeting a person for the first time or when saying good-bye. When renewing your friendships. When greeting or being introduced to someone. When ending a transaction or leaving a business meeting or social function. 24 September 2010 19

20. The proper Hand shake When you are introduced to someone, you should always stand and shake hands. When you hand shake look into the eye. Shake hands firmly but not aggressively. It can be last about 3 seconds. Release hands after the shake, even if the introduction continues. A handshake should be firm but not bone crushing. Shake hands a couple of times from the elbow not from the shoulder Hold your drink in left hand to avoid a cold, wet handshake. 24 September 2010 20

21. Exchange of business cards Hand shake first Offer the card at the next first opportunity Card faced upwards May use both hands If placed on the table, acknowledge with a “thank you” Carry enough cards with you 24 September 2010 21

22. Business cards Do not use Mr. or Mrs. Use only professional title Keep in an easy access place Offer your own card first Be selective, do not offer too early If a card is offered, reciprocate 24 September 2010 22

23. Activity Practical demonstrations on good etiquette practices in Business Environment 24 September 2010 23

24. Dress to suit your profession Professional dressing is all about dressing to suit your profession. A dress that is suited for one profession may not necessarily suit another profession 24 September 2010 24

25. MAKING A GOOD “FIRST IMPRESSION” The way you dress is the single and biggest non-verbal communication you make about yourself. Your dress conveys success, trustworthiness, intelligence and suitability. Avoid dark colours and printed fabrics. Make sure your clothes are nicely pressed. 24 September 2010 25

26. You should be able to choose your dress according to the event, function, or occasion and office as well. People can judge you the way you dress. Some points are given below: 24 September 2010 26 MAKING A GOOD “FIRST IMPRESSION”

27. Clothing check list : Is it appropriate Does it fit? Whilst wearing the outfit can I work comfortably? Does the color and design suit me? What message does it send? 24 September 2010 27

29. Career Wear – Specific Uniform

30. Business Wear – Corporate Image

31. Evening Wear – Parties & Cocktails

32. Travel Wear – Comfort With Style

33. Casual Wear – Smart And Elegant

34. Sports Wear – Appropriate Representation24 September 2010 28

36. Dark Grey

37. Dark Brown or Shades of Brown

38. White / Off White24 September 2010 29

39. Gentlemen Shirt – Although lighter shades & solid colours are worn for work there is no hard & fast rule. The collar should fit (two finger test) & if long sleeves are worn should cover the wrist. Ties should be, matched with the suit and shirt. Do not wear particularly funny ones featuring Micky Mouse, Donald duck, Tweety etc. Shades of the tie could compliment or contrast the shirt 24 September 2010 30

40. Gentlemen The length of the tie should not exceed the middle of the belt & be no shorter than the top of the belt The tie pin should be below 4’’ below the tie knot Socks – Colour should ideally match the tie or be combined with the shirt & pants Pants- The trouser leg should break at the front of the shoes & taper down at the bottom 24 September 2010 31

41. Gentlemen Shoes – The colour should not be lighter than that of the trouser Belt and shoes should match Make sure to have your shoes polished and shined. Never wear dirty or scuffed shoes. Avoid using unnecessary accessories Make sure your hair is not too long for the company. You might be told otherwise. 10 February 2011 32

42. Office Wear 24 September 2010 34

43. Ladies Wear a suit with longstanding colours of Black, Gray, Brown, Navy Blue or blue etc.,. Choose colours to suite your complexion & the occasion To be a professional, wear an appropriate length skirt, Sarees, Skirt and Blouses, and avoid tight skirts, frocks and mini-skirts. Quality of your suit, gives more strength and impression. Avoid sleeveless blouses as business attire. Your blouse should fit comfortably, and not appear to be tight, wrinkled or distracting. 24 September 2010 35

44. Ladies Avoid dangling earrings and necklaces. Keep jewelry simple. Fragrances – Should be subtle & should be used sparingly Accessories/Jewellery – Should be simple. To a good watch, necklace, ear rings, & a ring per hand. Nothing noisy, flashy or distracting A purse or bag that will accommodate necessities only, but not bulky. Always try to wear comfortable shoes. Heals over 1 ½ “ are not recommended for office. 24 September 2010 36

45. Ladies Dark leather handbag is a perfect choice. Avoid sparkles, jewels, spangles on handbags. Shoes-Handbag-belt should be at the same colour Make Up- Should blend, suit the wearer & suit the occasion Nails- Nail varnish- No chipped nail varnish or cover up jobs. Toe & fingernail varnish should match. Avoid very dark shades – Purple blue, maroon etc, as this can draw attention to your hands. A natural look is best. 24 September 2010 37

46. 24 September 2010

47. Activity Practical demonstrations on good Dress Sense in a typical Business Environment 24 September 2010 39

48. Conduct your self at Dinning functions The way you eat, drink & behave at official dinning functions tell a lot about who you are 24 September 2010 40

49. CONDUCT YOURSELF AT DINNING FUNCTIONS There is need of good table manners. Knowing how to act at a dinner table is going to make your job a lot easier and more enjoyable. 24 September 2010 41

50. Different social occasions Cocktail party High tea Breakfast Brunch Buffet meals Sit down meals 24 September 2010 42

51. Cocktail party Usually around 7 or 7.30pm Will be for 2 hours Drinks and cocktail food will be served Mix around Do not drink or eat over the limit Leave within 2 hours 24 September 2010 43

52. High tea Evening- tea time 3 pm to 6 pm Short eats, cakes served Forks or spoons provided Tea, coffee or soft drinks served 24 September 2010 44

53. Breakfast / Brunch Breakfast During breakfast time Short meetings – usually 45 minutes Should be fully attired – “on the way to work” Brunch Time between breakfast & lunch A combination of breakfast and lunch food will be served Usually a buffet Atmosphere may be more relaxed 24 September 2010 45

54. Buffet meals All main meals could be served in the buffet style Do not over fill the plate Go for as many serves as necessary Do not over eat or waste 24 September 2010 46

55. Sit-down Meals Sit down meals – lunch or dinner formal western setting. Up to 6 courses may be served Typical western meal lunch or dinner generally a 3 course meal Meals are served individually Each person can have his own choice of food Tea and coffee may be served after the meal 24 September 2010 47

57. Side plate will be always on the left

58. All glasses will be kept on the right

60. All forks are on the left side of the plate.

61. Desert spoon & fork will be in front of the plate24 September 2010 48

62. Cutlery & crockery 24 September 2010 49

63. Formal Western Dining Setting 24 September 2010 50

64. Glasses 24 September 2010

66. Use butter knife or meat knife

67. Never cut bread – break with fingers

68. Break to sizes you want to eat

69. Butter only one portion at a time24 September 2010 52

70. Three course meal 1st course– Appetizer , soup, shell fish, salad or fruit 2nd course– Chicken, pork, steak, fish or rice /noodles / spaghetti 3rd course– Fruits, ice cream or pudding Followed by tea or coffee 24 September 2010 53

72. If oysters or shrimp cocktail are ordered – the “oyster fork” will be on the right24 September 2010 54

73. Soup Soup – the right way Hold the spoon in the right hand Dip the spoon sideways Drink from the side of the spoon Tilt the bowl away from you Soup – the wrong way Do not lower the mouth to the bowl but lift the arm to the mouth Do not make a noise when drinking 24 September 2010

74. 2nd course -main meal Chicken Steak Pork Fish Rice/Noodles Individual servings 24 September 2010 56

75. Holding a fork & knife While eating When talking or resting in between meals - keep the fork and knife turned inwards Finished position When the eating is complete keep the fork & knife together , tongs facing upwards 24 September 2010 57

76. While eating… Gravy You may break small pieces of bread or roti with fingers and dip in gravy. Do not try to scoop up gravy with fork or knife and lick Fish Fillet the fish a little at a time Hold fish knife like a pencil Use fingers to take bones from mouth and keep on the side of the plate Do not spit it out directly to the plate 24 September 2010 58

77. Spaghetti Fork to be held on the right, spoon on the left. Use the fork to swirl the spaghetti Swirl on the spoon, not the on the plate. Eat with the fork 24 September 2010 59

78. 3rd course -dessert Fruits Ice cream Pudding/cake Followed by tea or coffee Desert spoon & fork will be in front of the plate Use one or both Unused items can remain on the table Tea or coffee may be served. You may refuse the same 24 September 2010 60

79. CONDUCT YOURSELF AT DINNING FUNCTIONS Do not take too much food into your mouth. Do not talk when your mouth is full. Do not pile too much food on your plate. Do not ask for a “doggy bag”. Should sit up straight, but not stiffly. Do not leave the spoon in your coffee cup or soup bowl. Gentlemen should make sure of all Ladies are seated before they sit. When you’re not eating, keep your hands in your lap. 24 September 2010 61

80. CONDUCT YOURSELF AT DINNING FUNCTIONS Elbows may rest gently on the edge of the table between courses, but not while you’re eating. Never chew with your mouth open or make loud noises when you eat. When cutting food (meat, salad, etc.), cut enough for two or three mouthfuls and eat those before cutting more. Don’t cut your whole steak at once. Place the used teabag beside your cup on your saucer. Ladies should not leave a lipstick mark on their glass. 24 September 2010 62

81. Activity Practical demonstrations on Dining Etiquette in a typical hotel setting (lunch) 24 September 2010 63

82. Your verbal & written communications Your verbal & written communication abilities speaks a lot. Those have to be professional. Verbal :Speeches, Group Discussions, Face-to-face, TP communications Written :Memo’s, Letters, E-mails, Faxes, Notices 24 September 2010 64

83. Handling the telephone effectively The caller can not see you, so you can’t impress by the way you dress or how big your office is. But your voice and your tone creates a mental picture or an image of your company and its business culture And most of all, about you ! 24 September 2010 65

84. Basics in Answering your Phone Keep a the pen and a paper at the beginning of the day Sit up straight Answer before the third ring Greet and identify yourself Be courteous, friendly and enthusiastic yet professional Listen with empathy Summarize if needed End the call positively 24 September 2010 66

85. Basics in Making a Call Plan your call Greet the person and identify yourself Be courteous and clear when you speak Be brief and stick to the point Always call back as quick and as you promised (maximum within 48 Hrs) Hang up gently 24 September 2010 67

86. Time Management Time is probably the scarcest resource of all. Time is precious to us. Time cannot be saved it can only be managed well so that we achieve all we want to achieve by effectively managing our time 24 September 2010 68

87. Above all-be organized and manage your time Being organized and being able to manage your time will improve the productivity by miles. Try to do 4 D,s in Time Management 24 September 2010

88. Time Management Important Top 1- Do it 2- Delay it 3- Delegate it Not 4- Dump it Not Top Urgent 2 1 4 3 24 September 2010 70

89. Set Daily Goals - Do it Managers are always planning. Most successful managers operate with a daily checklist. Keep a list of prioritized “to do” tasks Use a star or other symbol to designate projects with the highest priority Enjoy the process of drawing a line through goals as they are reached It will make you feel much better on your way home each day. 24 September 2010 71

90. Delegate Delegating is good for everybody. Delegating-assigning tasks to others-has two enormous benefits. It reduces your own task load, and it helps employees make their best contribution to the productivity of your team. Proper delegation keeps employees motivated, increases productivity and frees the supervisor to do his or her own work. 24 September 2010 72

91. Importance of correct ADCL The importance of correct Attitude,DisciplineCommitment & Loyalty, for Personal and Organizational Success 24 September 2010 73

92. Attitude of the Employee An attitude is representing an individual's degree of like or dislike for an item. Attitudes are generally positive or negative views of a person, place, thing, or event. A positive attitude boosts productivity. Your attitude sets the pace & the tone in your team. *Attitudes are caught, not taught. * Your attitude speaks so loudly, employees can’t hear what you say. 24 September 2010 74

93. Positive Attitudes WHAT ARE THE POSITIVE BEHAVIOUR Spread a SMILE around Apply “Positive” on “Negatives” Focus on the good things of each day Say “Please” and “Thank You” Practice EMPATHY Evaluate your behaviour Cultivate your sense of humor 24 September 2010 75

94. Discipline Working with accepted norms, behaviors, rules of the company. Personal Discipline including Grooming/Hygiene Manage your time Effectively & Efficiently Planning/Organizing/Leading/Controlling Discipline should not be violated at any cost 24 September 2010 76

95. Commitment in Work Should be very thorough with your job Remember, your customer is paying your salary Stick to the appointments Work as a team Always work with a “helping mind”. Try to learn from others 24 September 2010 77

96. Loyalty You and your family For the country Your working place 24 September 2010 78

97. Loyalty You and Your family Look after yourself & your family - Good food at correct time - Good Sleep/rest - Good exercise - Good leisure/free time - Try to be as stress free as much as possible 24 September 2010 79

98. Loyalty Loyal to your work place -You are living because of your workplace - Be honest/trustworthy - Have a cheerful workplace - Work with a “smile” - Use company resources sparingly 24 September 2010 80

99. Loyal to your country - You have a duty to perform to the country - Be Sri Lankan buy Sri Lankan Loyalty 24 September 2010 81

100. Thank You Mobile : 072-2843468 Email: dilshardbnp@gmail.com 24 September 2010 82