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Chapter 2

Chapter 2. Work with colleagues and customers Modified by Sue Cameron. Agenda Session 5. Complete Session 4 on Listening Skills and Barriers to communication Revision Q&A Activity on active listening Interpersonal Skills Personal presentation standards. Revision Q&A.

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Chapter 2

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  1. Chapter 2 Work with colleagues and customers Modified by Sue Cameron

  2. Agenda Session 5 • Complete Session 4 on Listening Skills and Barriers to communication • Revision Q&A • Activity on active listening • Interpersonal Skills • Personal presentation standards

  3. Revision Q&A • What is another name for an enterprise? • What are the 3 ‘V’s of oral communication? • What do these 3 ‘V’s mean? • What is non-verbal communication? • Name some of the types of non- verbal communication

  4. Revision Q&A 6. What are the 2 types of body language? 7. What is the difference between hearing and listening? • How can we tell if people are listening to us? • What is personal space? • What does the word barrier mean?

  5. Revision Q&A • Go to page 79 under ‘check please’ • As a class answer the following questions • Questions 16 - 25

  6. Activity on Listening • Go to Communication Links and click on Activity 15 tips for good listening • Also go to Learners Notes for answers

  7. Videos on interpersonal skills • 3 ways to improve your communication skills (March 2013) http://www.youtube.com/watch?v=D5hMN_XkPQA • How to improve interpersonal skills (March 2013) http://www.youtube.com/watch?v=w97dR3OJB1k

  8. Interpersonal skills • Interpersonal skills – those skills that help us communicate and interrelate with others • They are defined by our actions, words, personal presentation and behaviour • Our effectiveness is often measured not by what we say, but by how we say it, and the attendant actions or behaviours

  9. Interpersonal skills • Being an effective communicator is a choice and can be learned. Some behaviours we can learn include: • Understanding body language • Improving personal presentation • Being polite and courteous • Teamwork • Effective social interaction • Understanding other cultures with whom we will come in contact

  10. Interpersonal skills • These can be learned through formal or informal study, from mentors or professional development programs • Go to page 80 and read ‘Paint a picture at the top of the page • Read paragraph 3 re: Let us put….

  11. Activity on Interpersonal Skills • In small groups select a team leader and a scribe (note taker) • Go to page 86 and discuss the questions under ‘check please’ • The scribe to write down the Question numbers with the answers • Share your answers with the rest of the class

  12. Personal presentation standards • When people look at us, they immediately form an opinion of us; it is literally a first impression. There are 2 types of standards • For this reason, most enterprises have standards of presentation • Enterprise standards – set by the individual enterprise to determine the personal presentation standards of employees during work, and the service standards offered

  13. Personal presentation standards • Industry standards – expected across an entire industry, irrespective of sector • These may include health, safety and hygiene issues • Go to page 82 and read article on Angeles Hotel’s Uniform Policy

  14. Personal presentation standards • Standards may be affected by: • Occupational health and safety issues • Work location • Customer expectations • Specific work functions • Go to page 85 and read last paragraph on OHS Implications

  15. Personal Presentation • Go to ‘The effects of physical appearance in the workplace’ under Links in e-learning • Video on personal grooming http://www.youtube.com/watch?v=1cWlj2CevRg

  16. Personal presentation and hygiene • Most enterprises are affected by legislation, however many rules regarding personal hygiene are self-imposed. The biggest influence are societal • A high standard of personal hygiene is implicit in customers’ expectations of us – and the way we look and smell is part of our interpersonal skills..

  17. Personal presentation and hygiene • Our grooming is a vital part of this, and we need to consider: • Bathing – must have a shower/bath daily! • Clothing – must be well presented, clean, and tidy • Shoes – clean and in good condition! • Hair – clean and tidy

  18. Personal presentation and hygiene • Hands – clean, manicured (neat edges). • Body odour – we should not just be clean, but not use overpowering use of perfumes or aftershaves. • Oral hygiene – clean our teeth regularly and use breath freshener • Video on personal hygiene http://www.youtube.com/watch?v=a2mjjWcPEEo

  19. Personal presentation and hygiene • Do not do your personal grooming in public

  20. Personal presentation activity • In small groups select a team leader and a scribe • Discuss the following questions • Why are first impressions important • People’s perception of us often determines how we are treated. Why? • If we appear unhygienic, how might this affect customer’s perception of the rest of the organisation?

  21. Next Session No 6 • Show sensitivity to cultural and social differences • Provide service to colleagues and customers • See you tomorrow evening at 5pm

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