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Personality developement

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Personality developement

  2. 2. S No Topics to be Covered Trainer Timing 1. Introduction Session + Views Sharing on the need and the requirement of the Training Program 10:30 am – 11:00 am TEA BREAK 11:00 am - 11:15 am 2. Body Language ARM 11: 15 am – 12:15 noon 3. Soft Skills ARM 12:15 noon – 1:30 pm LUNCH BREAK 1:30 pm – 2:00 pm 4. Telephone Etiquette SNS 2:00 pm – 2:45 pm 5. Dressing Sense SNS 2:45 pm – 3:45 pm TEA BREAK 3:45 pm – 4:00 pm 6. Communication Skills ARM 4:00 pm – 4:45 pm 7. Voice Modulation SNS 4:45 pm – 5:30 pm 8. Question / Answer Session & Feedbacks ARM/SNS 5:30 pm – 6:00 pm TRAINING SCHEDULE
  3. 3. Mr. A R Madni : MA (Economics), Ranchi University A core member of INDUCTUS and a corporate trainer, associated with almost all the leading institutions. He has a rich experience of 18 Years.(Aviation, Telecom, American Insurance, Sports & Media). He has been involved in designing training modules and processes for many leading organizations.
  4. 4. Non verbal language Face is the index of the mind and it clearly displays the person’s interest. Body language presents to the audience what we feel & think about the particular matter. Ex: Nodding one’s head, arms crossed, standing, sitting, relaxed.
  5. 5.  Reading body language is important during job interviews, negotiations, or even presentations.  You need to appreciate that more than 60% of what you try to communicate comes from your body language.
  6. 6.  Respect and Interest in what they have to say  Feeling of comfort and genuine warmth Posture:  Get your posture right  Standing or sitting  Down and inward shoulder (Nervousness & uncomfortable)
  7. 7. Head Position: Feel confident and self assured (Head level both horizontally and vertically) Straight head position – authoritative Tilting of head to one side or another – listening (friendly, receptive mode of conversation) Arms Position: Keep your arms out to the side to your body or behind the back. The more outgoing you are as a person, the more you tend to use your arms with big movements. The quieter you are the less you move your arms away from your body.
  8. 8. Leg Position: They tend move around a lot more than normal when we are nervous, stressed. Keep them as still as possible in most situations, especially at interviews or work meetings. Angle of The Body: Indication of attitude and feeling. We angle towards people ,we find attractive, friendly. Angle ourselves away from those we don’t like.
  9. 9. Hand Gestures: Palms slightly up and outward is seen as open and friendly. Palm down –seen as dominant, emphasising,aggressive. Hand shake-upright and vertical. Mouth Movement: Thinking-We purse our lips and some times twist them to the side when we are thinking. There are also different types of smiles and each gives off a corresponding feeling to it’s recipient.
  10. 10. Soft skill is the ability required and expected from persons for finding a suitable job, its maintenance and promotion.
  11. 11. Soft skill are very important  To handle interpersonal relations  To take appropriate decisions  To communicate effectively To have good impression and impact to gain professional development
  12. 12. Communication skills form the corner stone of soft skill. Every human being has to essentially & effectively communicate with others. Effective communication is the hallmark of one’s education.
  13. 13. The ability to speak fluently using the right word in the right order is an good communication. Message using appropriate vocabulary and syntax form effective communication.
  14. 14.  Writing evaluates a person’s proficiency indications, spelling grammar etc…  Errors committed while writing circulars, reports & agenda considerably spoil the image of the writer  Good visual presentation using graphics, color, balanced design layout- adds so much to written communication.  Keep handouts and other written materials for your presentation.
  15. 15.  Presentation skills include planning, preparation & delivery of the message.  Making a formal speech is one form of presentation.  Presentation skills can be broadly categorized into physical oral, & electronic.
  16. 16. Success in life depends on presenting ideas in an appropriate manners. Look at the eyes of audience & speak in a natural, conversational voice.  Appropriate voice will make the presentation effective and interesting.  Ask for feed back from your audience about your presentation & change accordingly.  In presentation especially, stop occasionally to ask the audience understand what you have said.
  17. 17. People of either gender, different age groups, qualification, status & skills work as a team with a common objective of accomplishing the task. The success of any organization largely depends on in the coordinated efforts of its employees.  It mainly refers to the agreeableness & co- operation among the team members.
  18. 18.  Professional ethics is the need of the hour in India.  When a person is at the work spot, he must think of his work only.  He must put his heart & soul into the work.  Each employee is a organic part of the organization & must strive to contribute his mite to the successful functioning of the organization
  19. 19.  Man is a social animal & his success in life largely depends on his relationship & interaction with others.  We must respect the views & sentiments of others.  When we want to differ their views, we must very politely give hints to them without wondering their feelings.
  20. 20.  Prioritize the work & schedule your time accordingly.  Importent work should be allotted more time & taken up first.  Listening to classical music & practicing Yoga will considerably reduce the physical, emotional & mental stress of an individual
  21. 21. Leaders, executives & managers need to be very clear about what they expect from others Trust your self  Keep smiling  Share & stay together Always learn new things  Accept responsibility for your self & your actions  Look at problems & challenges  Be grateful always  Love your self Leadership Communication skills
  22. 22. 24
  23. 23.  Answer the phone before the third ring.  Answer calls and return missed calls within 24 hours.  Always identify yourself when placing a call.  Keep conversation brief, but not to the point of curtness.  Address people by their names and titles, as appropriate.  Place a call on hold, if necessary, rather than leaving a phone with an open line.  Respond promptly to all requests.
  24. 24. 26  Listen. Do not interrupt a caller or become impatient.  Do not talk with food or chewing gum in your mouth.  Respond courteously to requests and responses.  Always let the customer know when you will return the call. This must never exceed one day.  When you have finished talking, say “Thank you, Mr. or Ms. ____. Goodbye.”  Let the caller hang up first.
  25. 25. 27 1. Know the name of the person you want to reach and how to pronounce it. 2. Verify the phone number before calling. 3. Keep frequently called numbers handy. 4. Ask the caller if it is convenient to talk. 5. Insist on calling back if the connection is faulty.
  26. 26. 28 1. Avoid crude expressions. 2. Reply with a distinct “yes,” rather than “yeah.” 3. Show respect with simple comments and responses such as “Thank you,” “ I appreciate your help,” and “Please.” 4. Speak slowly and pronounce words clearly.
  27. 27. 29 1. Ask permission before placing a caller on hold. 2. Return to the line periodically. 3. Ask callers if they want to continue holding. 4. Indicate how long the delay could be. 5. Offer to call the person back if the wait will be long. 6. Never leave a customer on hold for longer than one minute. 7. Be courteous, respectful and professional.
  28. 28. 30 1. Place the first call on hold. 2. Answer the next call. 3. Complete the second call only if it can be handled quickly. 4. Return to the initial call promptly. 5. Provide quality service that meets or exceeds the customer’s expectations.
  29. 29. 31 1. Transfer calls only if you are unable to help the caller. 2. Ask permission to transfer calls. 3. Give names and complete telephone numbers to the caller in case the call is disconnected. 4. If the caller complains about being transferred, suggest having the call returned instead. 5. Give the new party any helpful information before completing the transfer. 6. Never transfer a caller more than two times.
  30. 30. 32  Give a short, sincere explanation for ending the telephone conversation.  For example, “I’m sorry to cut this short, but I have a visitor waiting to see me.”  Make plans to get back with the caller if necessary.  Example: “We have a staff meeting in five minutes. May I call you back?”
  31. 31. 33 1. Write a message, even if the caller indicates they will call back. 2. Include the time and date. 3. Write legibly. 4. Verify the caller’s name and phone number by repeating the information. 5. Include as much information as possible to help the message recipient return the call. 6. Sign or initial the message slip and deliver the message promptly.
  32. 32. 34 A person may forget what you say, A person may forget what you do, But, a person will not forget how you made them feel…
  33. 33. 35 When every customer leaves satisfied.
  34. 34.  You don't need to spend a fortune to dress well, but you do need to make careful choices when shopping, so your outfit doesn't go horribly wrong.
  35. 35. Don't wear two loud colours together, unless you're Govinda and are appearing in a David Dhavan slapstick. You could wear a single colour from head to toe, but if the colour is very loud, consider breaking it with the help of a neutral shade. So if you are wearing a red top, instead of pairing it with red trousers, consider opting for beige. If you are fat go for dark colours, and if you are thin go for light colours. Get to know your body shape and dress accordingly.
  36. 36. Dress according to where you are going. If you are going to the office, be subtle and don't wear anything revealing or sexy. But if you are going to a nightclub, you could definitely go all out. You may still stand out though!
  37. 37. Often the only accessories many women wear are a pair of gold, diamond or pearl earrings - which they continue wearing day after day irrespective of their outfit. Consider opting for long earrings with coloured stones to really dress up an outfit. If the stones are the same colour as that of the outfit, they will be a perfect complement. Even a simple outfit can look very dressy with matching, striking earrings.
  38. 38. Don't wear black shoes with every dress. Get shoes that match. Delicate sandals score over clogs or platforms every time, especially in the summer. If you cannot afford to have shoes in every single colour, purchase something like white or silver sandals with a white or silver bag.
  39. 39. Pay attention to fabric. Here in India cotton is so reasonable, there should be no need at all to opt for anything polyester. Stick to cotton and denims for a causal look.
  40. 40. Feel confident in yourself about the way you look and that will come across to other people. Comfort is Important : Comfort is very important, if your attire is not comfortable, your entire day can get ruined. A must in every wardrobe: A good coat, a little black dress, a wrap dress, well cut denims, a classic pair of black pants, cashemere cardigan and a stylish crisp white shirt. Update these looks every season with some fab accessories.
  41. 41. Accessories: Right clothing is necessary for success but other things such as clean nails, well set hair, and good smell are also significant. A single bracelet can also enhance the look. You do not need dozens of bangles and heavy earrings to look gorgeous. Dressing up for office: As a professional employee, you need to appear highly professional in front of your boss and clients. Dressing etiquettes are must in corporate world to maintain the status quo.
  43. 43. Objectives • Define and understand communication and the communication process • List and overcome the filters/barriers in a communication process • Practice active listening • Tips to improve verbal and non verbal communication
  45. 45. What are the most common ways we communicate? Written Word
  46. 46. Types of Communication Downwards Communication : Highly Directive, from Senior to subordinates, to assign duties, give instructions, to inform to offer feed back, approval to highlight problems etc. Upwards Communications : It is non directive in nature from down below, to give feedback, to inform about progress/problems, seeking approvals. Lateral or Horizontal Communication : Among colleagues, peers at same level for information level for information sharing for coordination, to save time. In modern business environment communication extends beyond written or spoken words to listened word. Visual dimension added by T.V., computers has given to new meaning to communication. COMMUNICATION NETWORKS Formal Network : Virtually vertical as per chain go command within the hierarchy. Informal Network : Free to move in any direction may skip formal chain of command. Likely to satisfy social and emotional needs and also can facilitate task accomplishment.
  47. 47. Executive Director Vice President A.G.M. Manager Supervisor Forman Supervisor 3Supervisor 1 Supervisor 2 Manager Horizontal Comm.
  48. 48. The Communication Process SENDER (encodes) RECEIVER (decodes) Barrier Barrier Medium Feedback/Response
  49. 49. Barriers to communication • Noise • Inappropriate medium • Assumptions/Misconceptions • Emotions • Language differences • Poor listening skills • Distractions
  50. 50. Hearing Vs Listening Hearing – Physical process, natural, passive Listening – Physical as well as mental process, active, learned process, a skill Listening is hard. You must choose to participate in the process of listening.
  51. 51. VALUE OF LISTENING  Listening to others is an elegant art.  Good listening reflects courtesy and good manners.  Listening carefully to the instructions of superiors to improve competence and performance.  The result of poor listening skill could be disastrous in business, employment and social relations. Good listening can eliminate a number of imaginary grievances of employees. Good listening skill can improve social relations . Listening is a positive activity rather than a passive or negative activity.
  52. 52. Always think ahead about what you are going to say. Use simple words and phrases that are understood by every body. Increase your knowledge on all subjects you are required to speak. Speak clearly and audibly. Check twice with the listener whether you have been understood accurately or not In case of an interruption, always do a little recap of what has been already said. Always pay undivided attention to the speaker while listening. While listening, always make notes of important points. ESSENTIALS OF COMMUNICATION Do’s
  53. 53. ESSENTIALS OF COMMUNICATION DON’Ts Do not use technical terms & terminologies not understood by majority of people. Do not speak too fast or too slow. Do not speak in inaudible surroundings, as you won’t be heard. Do not assume that every body understands you. Do not interrupt the speaker.
  55. 55. …in the new global and diverse workplace requires excellent communication skills! Success for YOU…
  56. 56.  Clarity of voice-Voice modulation  It’s tone-Live and pleasant expression  Speed of speaking-Not too fast or slow  Gesticulation-Mental maturity, emotional stability,tact,self confidence, consistency of thought/adaptability, team sprit.
  57. 57.  Nodding of heads to express yes or no  Raising of eyebrows  Hand movement  Sober expression-serious talk
  58. 58.  Read aloud and with rhythm  Record your voice  Mental alertness- Quickness of thinking,grasping,response,suitable answer, observation.
  59. 59. Questions

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