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30 Cards in this Set
- Front
- Back
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How long does it take to make a first impression
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Immediate
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- Sloppy language
- Using lazy words - giggling - Inappropriate touching - Hiding your hands - Chewing gum - Throat clearing |
7 ways to sabbotage a first impression
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Talk to the more important person first..ie, "Mr. Client, I would like to introduce...
- A client or prospect is always considered more important than a supervisor or boss - Explain who people are - Give informaiton about the person - Correct if introduced incorrectly |
Intoductions
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- Stand up- men and women
- Smile and make eye contact - State your greeting - Shake hands |
Introducing the Four essentials
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- Concentration
- Remember one detail about them - Ask for name if unclear - Can't remember someone's name, say something about where you met them |
Remembering names
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- Firm and strong
- Representative of person who makes decisions - take charge - warm and enthusiastic - Dry, pleasent to the touch - You should always shake hands |
Handshakes
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- Hesitate or apologetic
- weak, slippery - lifeless - wet, clammy or cold |
Handshakes: Do not offer a handshake that is:
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- Group of people- shake hands with host first, then other senior most people
- Shake hands when host is leaving - If your hand is not taken, pull it back and smile |
Handshakes: Points of Handshaking Protocol:
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- Other person has hands full
- Person you want to greet much higher ranking - other person has food in one hand and drink in the other |
Handshakes: Do not shake hands WHEN...
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- Cold hands - stcik right hand in pocket as you approach person
- Don;t hold iced drinks in right hand (hold the drink in left hand so you don't have condensation from glass) - Clammy hands - wipe on shirt or pants |
Handshakes: When you have clammy hands:
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- Easy to understand, diction is clear
- Reflects proper breathing - Low, comfortable pitch - clear tone - sounds well paced - express emotion |
Verbal communications: Your voice is good if..
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- Difficult to understand
- You are breathing - Pitch is too high - over nervous - tone is harsh - Cold, uncaring, tired - Tone is flat and unmoving |
Verbal communications: Voice needs improvment if:
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- good grammer
- Absence of foul language - All words properly enuciated - No repititios phrases - Common slang is absent - Nicknames are never used |
Verbal Communicication: You want a "cultivated" voice
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- Get sleep the night before
- Appropriate dess - Mingle with audience before hand - Relax, mentally, physically - Expect the unexpected - Watch your posture and glasses |
Speaking in public
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- Take care with content
- Know your material to perfection - Don't eat just before you speak - Don't eat dairy before speaking - Make first words something light - Look over your audience (engage your audience) |
Speaking in public
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- Keep sweeping eyes over room
- Listen to your voice over the microphone and adjust, if needed - Keep glass of water close by - Always check your audio visual equipment prior to speaking |
Speaking in public
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S- Smile
O- Open posture F- Foward lean T - tone E- Eye commincation N - Nod |
Listening: Soften
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- Understanding of people and problems
- to learn more - to improve working relationships - to reduce tension |
Listening: Benefits of active listening
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- Concentrate
- Reconfirm - Wait - Question - Respond - Keep still |
The good Listener
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- We hear about 3% of what is said
- Do not allow your mind to wonder - No influence by visual stimuli ( Don't allow to wander) - Do not "shut down" on difficult information - Do not listen to find fault |
Listening
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- When in a meeting, hold calls
- You will alwys learn something - Don't only show interest inwhat you have to say |
Listening
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- Well informed
- Active reader of books, newspapers and magazines - polite - interested in others - enthustiastic and alive |
Conversational skills: Good conversationalist is:
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- Talk on broad range of topics
- Shows interest in others - Make fast switch between topics - Speak from experience and knowledge - Look people straight in the eye - Refrain from correcting grammer |
Conversational skills: Good conversationalist can:
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- Know how to question a stranger
- Accept compliments gracefully - Know when to not talk business - Address everyone within the group - Make a shy person feel part of the group - Make a shy person feel part of something - Have a great sense of humor |
Conversational skills
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- Brief discussion of a neutral and relatively insignificant topic
- Don't stay with one person too long - Stay on the "safe" topics - Avoid office politics |
Small talk
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- Personal space - 18 inches
- Maintain eye contact - be conscious of height differences |
Non verbal Commincations
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- Stand straight
- Keep still front - Keep shoulders relaxed - Keep arms at your side - Keep head and chin up |
Non verbal communications: Standing posture
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- Use open palms and fingers together
- To reinforce message - Vary your gestures - Don't over gesture - Do not put hands on hips - Do not play with things in pocket - Do not cross arms - Do not point a finger |
Non Verbal Communications: Gestures/Body Language
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- Smile
- Direct eye contact - Be animated - Nod positevely - do not yawn without covering mouth |
Non verbal Communications: Facial expressions
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- Sctrathing or picking at your self
- Tugging or playing with hair - Combing your hair in public - Drumming your fingers - Playing, picking or biting fingernails - Tapping feet - Applying make-up/nail polish - Picking teeth - Fidgeting - Yawning - Straighteing up paper clips - Clicking pens - Chewing gum - Crowding other people's space |
Non verbal communications: Distracting Mannerisms
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