charm

Charm

“An enquiry as to how the beverage is desired; a suggestion as to how it could be made; a pleasant observation. Anything that displays your knowledge and civility is as like to secure the guest as the finest drink you could set before them”

O.H.Byron 1884

Charm

Philip Duff

Philip Duff

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Philip Duff

• Irishman

Charm

Philip Duff

• Irishman• Globetrotting trainer, presenter, drinker.

Charm

Philip Duff

• Irishman• Globetrotting trainer, presenter, drinker.• Founder: door 74 (Amsterdam)*

Charm

Philip Duff


* Nominated “World’s Best Cocktail Bar,Tales of the Cocktail Spirit Awards, 2009

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Philip Duff


Liquid Solutions Limited

* Nominated “World’s Best Cocktail Bar,Tales of the Cocktail Spirit Awards, 2009

Charm

“An efficient bartender's first aim should be to please his

customers, paying particular attention to meet the individual wishes of those whose tastes and desires he

has already watched and ascertained.

Jerry Thomas, 1862.

Charm

“An efficient bartender's first aim should be to please his

customers, paying particular attention to meet the individual wishes of those whose tastes and desires he

has already watched and ascertained.

In this way he will not fail to acquire popularity and success.”

Jerry Thomas, 1862.

Charm

The Charm Taboo

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Charm Is Learned

Charm

“This above all: to thine own self be true,And it must follow, as the night the day,

Thou canst not then be false to any man”.

Polonius’ advice to Laertes, Hamlet, 1-3

Charm

The Myth of Being “Real”

Charm

The Self Serving Bias

Charm


I’m OK.

Charm


I’m OK.You’re a useless bastard.

Charm

What is the magical gift that

only another person can give you?

Hepatitis!

Only joking – it’s

Perspective

Perception ≠ Reality

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Perception ≠ RealityCharm

Perception ≠ Reality

We are charmed by people whose appearance we like.

What do we like?

Height

HeightHair

HeightHair

Symmetrical physical features

HeightHair

Symmetrical physical featuresHealth

HeightHair

Symmetrical physical featuresHealthSmiles

HeightHair


Clothing

HeightHair


ClothingGood (Public) Speaking

HeightHair


ClothingGood (Public) Speaking

Confidence

We cannot lie.

Charm

38%45%7%

Charm

Body language

Charm

Charm

Vision: What We See

Charm

Vision: What We See

C:\Documents and Settings\spd\Desktop\Lie Detection - Prof. Paul Eckman [www.keepvid.com].mp4

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What We Hear

C:\Documents and Settings\spd\Desktop\McGurk.mp4

Resolving Conflicts

&

Breaking The Chain

Snap judgement

Charm

Snap judgementBody language

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Snap judgementBody languageActual language

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Snap judgementBody languageActual languageReinforcement

Charm

Internal Feeling

(Body) language

Charm

Resolving Conflicts

with the

Self-Serving Bias

“We call on man to display his splendid capabilities.And

We observe with undivided attention,Because

The little nuances in the quality of his serviceGive a flawless measure of his mind

They tell us frankly what his soul is worth,Because,

To serve is first to love".Giuseppe Cipriani

Relaxing Guests

Charm

Relaxing GuestsAcknowledgment

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Compliment

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ComplimentOyster Theory

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Rapport

Rapport

Pacing & Leading

Rapport

Pacing & LeadingIntonation

Rapport


Speed of speech

Rapport


Speed of speechBlink rate

CharmNudging

Charm

Libertarian Paternalism

Rational ManHuman Man

How We Perceive

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Anchor Points

The Confirmation Bias

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The Service Cycle

RelaxCompliment

Read, listen, observeNudgeServe

Reassure

Thank you for your attention!

This presentation:

www.slideshare.net/philipduff

[email protected]

Charm

charm

Education