Download - Interpersonal Skills1 Colleagues and Customers Interpersonal Skills & Personal Presentation
Interpersonal Skills 1
Colleagues and Customers
Interpersonal Skills&
Personal Presentation
Interpersonal Skills 2
TYPES OF CUSTOMERS Internal customers –
workmates/colleagues External customers and clients Members of other hospitality and
tourism industry sectors Individuals and groups such as
consultants/committees Government organisations Local residents Visitors Media
Interpersonal Skills 3
Interpersonal Skills
Communications Personal
presentation and grooming
Attitude Customer Focus Social Interaction
Behaviour/Manners
Self Concept Teamwork
Interpersonal Skills 4
Standards of personal presentation
Factors to consider include: Enterprise/establishment
requirements and standards Work location/job function OHS Issues Customer expectations of
standards
Interpersonal Skills 5
PERSONAL PRESENTATION
ClothingClean, pressed and in good repair
ShoesShould be clean, in good repair and suitable for your work
Hair and Grooming Clean Hands and nails Minimum Jewelry Correct
posture/deportment Follow any appropriate
OHS issues
Interpersonal Skills 6
HEALTH AND HYGIENE
Good Skin Care Personal
Freshness/hygiene – pleasant body odour
Good oral hygiene - looking after your teeth
Attention to hair care and styling
Nail and hand care
Interpersonal Skills 7
Etiquette and Manners The principles of good manners is they should demonstrate
appropriate behaviour – What do you think is good manners? Rules of etiquette are accepted as the benchmark – follow to the letter
of the law Demonstrate your good manners by not only saying the right thing –
but doing and meaning them Points to remember include:
Forms of address and conversation Making introductions Getting names rightPERSONAL CONDUCT Punctuality Apoligising Giving praise Pointing Grooming in public Swearing Personal questions
Interpersonal Skills 8
SELF CONCEPT
Is how a person feels about themselves AND what they think about themselves!!!!!
How do you see yourself? One positive comment about your
appearance
One positive comment about your personality
One skill you have
Interpersonal Skills 9
SELF CONCEPT
We can have either a POSITIVE OR NEGATIVE Self Concept about
ourselvesPerceptions can include:
Who you are What you stand for
Where you live What you do
What you value What you believe
Interpersonal Skills 10
What are the benefits of a positive self concept?
You are more confident, have greater motivation and find you are able to
communicate with other people more effectively
Interpersonal Skills 11
SELF DEVELOPMENT
SELF IMAGE
SELF MOTIVATION
SELF CONFIDENCE
Interpersonal Skills 12
HOW YOU CAN DEVELOP A POSITIVE SELF CONCEPT?
Identify your strengths and build on them
Identify your weaknesses and look for ways to overcome them
Complete appropriate training to develop your skills
Set goals and achieve them