1. A CREATIVE TALK
IIUM, UIA Gombak
7 July 2012
Facilitator:
DATIN ZALEHA OMAR
IHRMC, ITMC, BBA-OHIO.DRPT, TES-APO Japan
Image, Etiquette & Motivation Consultant

2. Consultant’s Profile
DATIN ZALEHA OMAR
Image, Etiquette, Motivational & Organizational Development Consultant
Qualifications:
 Degree in Business Management from Ohio University, USA
 Diploma in Rubber & Plastic Technology UiTM
 International Certificate in Human Resource Management
 International Certificate in Training Methodology
 A certified Master/Trainer/Image Consultant trained in Dallas,
Texas and at the Robert Panté Image School, USA
 Consultant for the Asia Pacific Organization (APO) based in
Japan  conducted courses in Fashion Merchandising in Fiji
 Student of several prominent Management Gurus like Zig Ziglar,
Bob Proctor, Anthony Robbins, Tom Hopkins, John Kalench, Dr.
Ary Ginanjar Agustian etc.

3. Consultant’s Profile
DATIN ZALEHA OMAR
Image, Etiquette, Motivational & Organizational Development Consultant
Experiences:
 Has over 30 years of corporate experience in Training, Human Resource
Management and Organizational Development, having worked in various
industries that include rubber industry, property, books, hospital/healthcare,
textile, skincare and beauty
 Head of the Management and Entrepreneur Unit in RISDA for 15 years. Among
her major tasks were to identify the training needs of 7,000 RISDA employees
and to redefine the RM3million training budget allocated by the World Bank.
 Joined the Johor Corporation for 6 years and assumed various senior positions
while being seconded to several subsidiaries such as the Industrial
Development, Johor Land Berhad, KPJSB, and Amiza Publishing Sdn. Bhd.
 Joined the SMPD Management Consultancy Sdn Bhd upon optional retirement
as an Organizational Development Consultant
 Later joined Suhaimi Salleh Associates Sdn Bhd, or better known as SSA
Management as the Managing Consultant overseeing their Malaysian
Operations

4. Our Clients:
Government Agencies: Corporations:
Educational Institutions: Organisations:

6. Do we have what it takes to do a business or
to be in a business?
The Industry The Sales Aid The Overheads
The Company The Customers The Expenses
The Product Life-Cycle The Strategic Planning The Leadership
The ROI The Short Term Plan The Tagline
The NOV The Medium Term The Demand
The BEP Plan The Vision Statement
The Target Market The Long Term Plan The Mission
The Competitors The Benchmarking Statement
The Positioning The Growth The Value System
The Market Share The Distribution The Culture
The Sales Channel The Demand
The A & P The Price The Resources
The Marketing The Profit The Constraints
Strategy The Discount The R & D
The Marketing Tactics The Entertainment & The T & D
Hospitality The Future

9. WHY DOES ORGANIZATION EXIST?
CULTURE VALUES OBJECTIVES MISSION VISION
DEMAND
RESOURCES INPUT PROCESS OUTPUT OUTCOME
FEEDBACK
CONSTRAINTS

10. ORGANIZATION LIFE CYCLE
Time
INTRODUCTION GROWTH MATURITY DECLINE
Phase 1 Phase 2 Phase 3 Phase 4

11. COMPETITIVE ADVANTAGE
DOING THINGS:
1. Better than others
2. Difficult for others to duplicate
3. That customers value
4. That are difficult to substitute
5. That have greater than average cost
value margin

12. MANAGEMENT
Is a process of working with and through
others
To effectively achieve organizational
objectives
By efficiently using limited resources
In a changing environment

14. IMAGE…
I mage is all about:
M anners : How to be welcomed everywhere, well-
liked, popular & even charming
A ttitude : How to be self-assured, not only in the way
we dress but also in the way we project
ourselves
G rooming : How to be comfortable in our own style &
yet be able to dress to influence
E legance : How to be gracious in our manners, positive
in our body language & charismatic even
when we speak

15. IMAGE
Our image consists of how we behave & the kind
of clothes we wear, as a way of showing other
people what kind of person we are
 The impression we have of it or what we
imagine it to be
PERSONALITY
 Is our nature & character as a whole
We have a personality if we have a strong or
attractive character

16. ETIQUETTE
The rules & customs for polite behavior in formal
occasions, or for correct behavior within a
particular profession.
Etiquette is about presenting ourselves with the
kind of polish that shows you can be taken
seriously.
Fine luncheon/fine dining – formal
PROTOCOL
Is a system of fixed rules that govern behavior
& how things are done in formal situations

17. The Circle Of Success
Look Good
Positive Feel
Response Good
Project Well

18. First Impressions
Presentation
Content
Appearance

19. 11 ASSUMPTIONS BASED ON 1st IMPRESSIONS
1. Economic Level
2. Education Level
3. Trustworthiness
4. Social Position
5. Level of Sophistication
6. Economic Heritage
7. Social Heritage
8. Educational Background
9. Success
10. Moral Character
11. Future

20. POOR SELF-IMAGE BEHAVIOUR
1. Jealousy
2. Negative Talk About Ourselves
3. Experiencing Guilt
4. Failure To Give Compliments
5. Not Taking Our Own Needs Into Account
6. Unable To Accept Compliments
7. Not Asking For What We Want
8. Starving Ourselves Of Luxuries Unnecessarily
9. Failure To Give Affection
10. Inability To Receive & Enjoy Affection
11. Criticism Of Others
12. Comparison With Others
13. Constant Poor Health

21. IMAGE DESTROYER (WOMEN)
1. Body Odour (B.O.)
2. Heavy Make-up
3. Bad Breath
4. Messy Hair
5. Strong Perfume
6. Platform Shoes
7. Wearing Revealing Clothes To Work
8. Chipped Nail Polish
9. Runs In The stockings
10. Heel Of Shoes That Are Badly Scratched

22. IMAGE DESTROYER (MEN)
1. Body Odour (B.O.)
2. Oily Hair / Hair That is Too Greasy
3. Scruffy Shoes
4. Crumpled Shirts / Shirts Not Properly Tucked-In
5. Bad Breath
6. Socks That Are Loose & Gathered At The
Ankles
7. Trousers That Are Too Short
8. Belts That Really Look Worn-Out
9. Shirt Colour Don’t Match Colour Of Trousers
10. Nasal Hair Showing

23. GOOD PERSONALITY BUILDING
1. Positive Attitude
2. Manners
3. Speech
4. Attractive & Gracious Body Language
5. Meeting People
6. Stable Emotion
7. Conversation
8. Relationship With Others
9. Good Manners etc

26. WHAT IS ATTITUDE?
“Attitude is a mind set.
It is the way you look at things
mentally”
– Elwood N. Chapman
Author of “Attitude: Your Most Priceless
Possession”
On a scale of 1 – 10 how would you rate your attitude towards life…

27. WHERE DOES NEGATIVE ATTITUDE COMES
FROM?
1. Negative attitudes come from thinking
negative thoughts over and over until they
have become a part of our subconscious –
they have become habitual, a part of our
personality
2. We may not even realize we have a negative
attitude because it has been with us for so
long

28. WHERE DOES NEGATIVE ATTITUDE COMES
FROM?
3. Once we have a bad attitude, we expect
failure and disaster. This expectation turns us
into a strong magnet for failure and disaster.
4. Then it becomes a vicious cycle:
We expect the worst  we get the worst
 our negative beliefs are reinforced 
we expect the worst  we get…

29. NEGATIVE FEELINGS THAT AFFECT ATTITUDE
• Anger
• Fear
• Greed
• Hatred
• Resentment
• Guilty
• Loneliness
• Frustrations
• Disappointments or unfulfilled desires

30. NEGATIVE TRAITS THAT CAUSE PROBLEMS
IN LIFE
• Stubbornness
• Antagonistic behaviour
• A discontented attitude
• A critical mentality
• Neurotic behaviour
• Jealousy / Envy
• Hatred, etc

31. RESEARCH
At home, parents utter 18 negative
statements for every positive one, usually
to an inquisitive child who wants to know
how something works. The average is
432 negative statements per day!
– Charles Thompson (Author)

32. RESEARCH
The most effective leaders have a high degree
of emotional and spiritual intelligence. Without
it, a person can have the best training in the
world, an incisive analytical mind and an
endless supply of smart ideas, but he still won’t
make a great leader.
– Danial Goleman (Harvard Business Review)

33. TIPS TO BUILDING POSITIVE ATTITUDE
For the next 21 days,
1. Positive Self-image
= Positive Appearance + Positive Behaviour
Give our appearance the attention it deserves. Bear in
mind that a negative self-image can lead to a negative
attitude, while good grooming and clothes that are
becoming, can lift our spirits and build our confidence.

34. TIPS TO BUILDING POSITIVE ATTITUDE (cont.)
2. Take charge of what we are thinking
This is a moment-by-moment decision that does
not happen overnight. It is a habit that will take
some time to build. How can we do this? Choose
to think uplifting thoughts instead of discouraging
ones. We get to decide what we think, which in
turn determines how we feel. Become aware of
this and dwell on positive ideas throughout the
day.

35. TIPS TO BUILDING POSITIVE ATTITUDE (cont.)
3.Feed our mind with inspirational thoughts
Read at least one motivational or inspirational book
each month or listen to tapes that provide a positive
message. We might find it helpful to write down on
small cards certain positive thoughts that we find
especially encouraging. Carry one of these cards with
us each day and read it several times during the day.

36. TIPS TO BUILDING POSITIVE ATTITUDE (cont.)
4. Monitor our self-talk
Are we aware of the inner dialogue we carry on with
ourselves during our waking hours? Do we say critical
and negative things to ourselves such as “I’m always
making mistakes”, or “That’s just my luck”, or “I’m
stupid”. The more frequently these negative thoughts
are repeated, the stronger they become. The first step
in overcoming negative self-talk is to become aware of
it. The next step is to replace these self-defeating
thoughts with positive and productive ones.

37. TIPS TO BUILDING POSITIVE ATTITUDE (cont.)
5. Focus on others
Make an extra effort to help other people.
Concentrating on assisting others will help us
more than we realize. If we succeed in becoming
wealthy but are poor in respect to our
relationships with people, we will not be truly
prosperous at all!

38. TIPS TO BUILDING POSITIVE ATTITUDE (cont.)
6. Learn the meaning of Contentment
Focus on what we have and not on what we don’t have.
Live in the present and enjoy your blessings. Forget
acquiring stuff for the purpose of keeping up with others.
That only lead to more anxiety. Be thankful of what we
do have instead. When going through difficult
experiences – remember that adversity can be a blessing
in disguise. We might learn some important lessons
during those tough times. These lessons can turn into
credentials that will enable us to help others when they
are going through tough times.

39. TIPS TO BUILDING POSITIVE ATTITUDE (cont.)
7. Keep a positive, motivational book in our
room
Any time we feel down, turn to an inspirational part
and give ourselves an instant pick-me-up. Think about
the positive things we expect to accomplish today.
Do not listen to the world’s problems or worry about
our own problems while we are getting your day
started. Read inspirational materials.

40. TIPS TO BUILDING POSITIVE ATTITUDE (cont.)
8. Avoid perfectionism
Very few things are perfect in this world, so be
sure to recognize that falling short to perfection,
even making mistakes, is not failure. It is a
lesson learned. Learn it, and then get on with
life.

41. TIPS TO BUILDING POSITIVE ATTITUDE (cont.)
9. Remember that there is no such thing
as failure…only outcomes
If our effort produces an outcome that is less
successful than what we had hoped, do not
say “I’m a failure”.
Instead, say “I’ll change what I did wrong and
next time I will do better”.

42. TIPS TO BUILDING POSITIVE ATTITUDE (cont.)
10. Focus on the future
We cannot change the past, but if we decide where we want to go
in the future, and how we want things to be different in the future,
we will give ourselves the best chance of getting there. Always aim
high, and we too will master our daily trials more effectively and
make it a more positive and winning life. Think of attitude as our
mental focus on the outside world, like using a camera, we can
focus or set our mind on what appeals to us. We can see situations
as either opportunities or failures. A cold winter day as either
beautiful or ugly. A departmental meeting as interesting or boring.
Quite simply we take the picture of the life we want to take.

43. TIPS TO BUILDING POSITIVE ATTITUDE (cont.)
11. Keep a record of the positive things in our
lives
If we like to keep a diary or a journal, we may find it
helpful to record positive things. Although we may
want to record major events and accomplishments, it
is also important to focus on the little, everyday
things that bring us pleasure – having lunch with a
friend, listening to a favourite song or taking a
leisurely stroll in the park. In other words, use our
journal to count our blessings.

44. TIPS TO BUILDING POSITIVE ATTITUDE (cont.)
12. Managing by choice
This is really important because our mind can
only hold one thought. It is OUR choice.
Do not give that choice to anyone or anything
else! Remember it is not what happens to us,
it is what we do about it that really counts.

46. LEADERSHIP
Definition:-
A social influence process in which
the leader seeks the voluntary
participation of subordinates in an
effort to reach organizational
objectives

47. LEADERSHIP - Definition
- Tom Peters & Nancy Austin -
Leadership means:-
 Vision Out-and-out drama (and the
 Cheerleading management thereof)
 Enthusiasm Creating heroes at all levels
 Love Coaching
 Trust Effectively wandering around
 Verve Values
 Passion Perception
 Obsession Motivation
 Consistency Reinforcement
 The use of symbols Socialization
 Paying attention as illustrated Power
by the content of one’s calendar Politics
 Communication And numerous other things

48. 5 LEADERSHIP TRAITS
1. DRIVE
 High level of energy
 Effort
 Persistent
 Initiative
 Ambition
 Achievement
2. MOTIVATION
 Desire to influence others
 Be in-charge

49. 5 LEADERSHIP TRAITS (cont.)
3. HONESTY & INTEGRITY
 Trustworthiness
 Open
 Forthright
4. SELF-CONFIDENCE
 Set high goals
 Optimistic in overcoming obstacles
 But be careful, overconfidence can lead to
arrogance

50. 5 LEADERSHIP TRAITS (cont.)
5. EMOTIONAL MATURITY
 Even-tempered
 Calm under stress and pressure
 Unselfcentred
 Non-defensive if being criticized

51. 5 Traits to Differentiate
LEADERS from FOLLOWERS
1. Intelligence
2. Dominance
3. Self-confidence
4. Level Of Energy & Activity
5. Task Relevant Knowledge

52. Leadership Traits
- Warren Bennis -
4 Leadership Traits:-
1. Management of Attention
Vision
Commitment to accomplishment
2. Management of Meaning  Communication
skills
3. Management of Trust  Clear & constant focus
4. Management of Self  Limitations

53. LEADERS
Leaders initiate change in:
1. Attitude
2. Outlook
3. Worldview

54. Leadership Challenges
• Leaders need to define Reality
E.g. Solat – Imam
Makmum

55. 3 Principle Responsibilities:
1. To perfect ourselves according to the
will of Allah s.w.t.
2. To perfect all human solely according
to the will of Allah s.w.t.
3. To perfect the physical world of space
and time
No one can make us feel inferior
without our permission

56. LEADERSHIP Triad
Working Sincerely
(SPIRITUAL)
LEADER
-SHIP
Working Smart Working Hard
(EMOTIONAL) (PHYSICAL)

57. Accelerated Corporate Culture Changes (ACCC)
VISION
70% 30%
STRATEGIC
VALUE
PLANNING
CORPORATE OBJECTIVE
CULTURE PLANNING
KPI
KVI
(Key Performance
(Key Value Index)
Index)

58. LEADERSHIP FOCUS
Concept 1
3 Capital Concepts:
IQ EQ SQ
PHYSICAL Concept EMOTIONAL Concept 2.0 SPIRITUAL Concept
1.0 Good 2.0  “In thing”
Old fashion
IQ ACCC
EQ SQ
Every Job Is A Sacred submission (Ibadah)

59. LEADERSHIP FOCUS
Concept 2
3 in 1 Concept:
VALUES SYSTEM LEADERSHIP
25% 35% 40%
Behaviour HR/Human Capital
Role Model
Attitude Reward &
Punishment
Focus on VALUES & LEADERSHIP

60. LEADERSHIP FOCUS
Concept 3
M I S S I O N V I S I O N VA LU E M E A N I N G
(MVVM):
MVVM
MISSION VISION VALUE MEANING
Salary Aim Moral Meaning
Bonus guidelines
Position /Principles
Mind
MVVM
Heart

61. LEADERSHIP
Set & Define:
1. Terms of Reference
2. Code of Ethics
3. Rule of Conduct
4. Corporate Culture Behaviour
Attitude
Corporate Character
Corporate Moral
Corporate Values Corporate Strategy
Corporate Mission Corporate Tactics
Corporate Vision Corporate Demand
Corporate Objectives Corporate Resources
Corporate Systems Corporate Constraints

62. QUALITIES OF EFFECTIVE LEADERS
1. Good leaders do not ‘blow up’ or sulk
when things don’t go as hoped.
2. They encourage participation by
others. In reaching decisions, they
welcome participation by others.

63. QUALITIES OF EFFECTIVE LEADERS (cont.)
3. Rather than insist on the acceptance of
their own ideas, they continually question
themselves.
They look for mistakes in their own
methods of doing or thinking but do not
become upset over any blunders.
They try to understand their prejudices
better than most people.

64. QUALITIES OF EFFECTIVE LEADERS (cont.)
4. They keep impulses to ‘get even’ under
control.
They can take hostility by others
without trying to get even with the
instigator.
They let others know that they realize
what they are up to, but do it without
showing a personal hatred.

65. QUALITIES OF EFFECTIVE LEADERS (cont.)
5. They set realistic goals.
Their goals are high enough so that
they have to make a fight to achieve
them, but sensible enough to be
achievable.

66. QUALITIES OF EFFECTIVE LEADERS (cont.)
6. They have a positive self-image.
They are self-confident.
7. They have a positive attitude about
others. They view all people as having
inherent worth and dignity.

67. QUALITIES OF EFFECTIVE LEADERS (cont.)
8. They have the expertise to get the job
done well.
9. They are well-organized.
10. They are good teachers and effective
communicators.
11. They are assertive. They are willing to
persevere and to go after what they
want.

68. Powerful Branding Comes From
Partnership And Communication
Branding bridges the gap between the
provider and the receiver;
between authority and freedom.
It is about trust and dialogue.

69. The 10 Commandments Of Emotional Branding
1. From Consumers  To People
 Consumers buy, people live.
2. From Product  To Experience
 Products fulfill needs, experiences fulfill desires.
3. From Honesty  To Trust
 Honesty is expected. Trust is engaging and intimate.
It needs to be earned.
4. From Quality  To Preference
 Quality for the right price is a given today. Preference
creates the sales.

70. The 10 Commandments Of Emotional Branding
5. From Notoriety  To Aspiration
 Being known does not mean that you are also loved!
6. From Identity  To Personality
 Identity is recognition. Personality is about
character and charisma!
7. From Function  To Feel
 The functionality of a product is about practical or
superficial qualities only. Sensorial design is about
experiences.

71. The 10 Commandments Of Emotional Branding
8. From Ubiquity  To Presence
 Ubiquity is seen. Emotional presence is felt.
9. From Communication  To Dialogue
 Communication is telling. Dialogue is sharing.
10. From Service  To Relationship
 Service is selling. Relationship is acknowledgement.

73. THE 10 LAWS OF LIFE
1. We either get it, or we don’t
2. We create our own experiences
3. People do what works
4. We can’t change what we don’t acknowledge
5. Life rewards action
6. There is no reality, only perception
7. Life is managed, it is not cured
8. We teach people how to treat us
9. There is power in forgiveness
10. We have to name it to claim it