Transcript Slide 1

GROOMING / ETIQUETTE
PRESENTATION SKILLS
PROFESSIONAL IMAGE
INTRODUCTION
A great presenter has two unique qualities: appropriate skills and
personal confidence. This confidence comes from knowing what to
say and being comfortable with communication skills. In this
workshop, participants will master the skills that will make them
better speakers and presenters.
No matter how good or important a message is, if it's not delivered
in an interesting and effective way, chances are it won't be heard at
all. Strong presentation skills can advance a career. Poor speaking
skills can ground a rising star. In this program, participants will learn
how to conquer the podium and deliver presentations that get
results.
From dynamic introductions to powerful closings,
participants will have an opportunity during this training to practice
and refine their platform skills.
INTRODUCTION
This program is designed for people newly joining or recently
returning to the workforce. It covers workplace expectations and
acceptable behaviors: appropriate business dress and grooming,
verbal communication, telephone skills, time management, and
general professional deportment. This course can easily be
adjusted to incorporate your organization's specific challenges and
policies. It is also well suited for organizations that have promoted
from within and are challenged by inappropriate employee behavior.
COURSE OBJECTIVES
In this workshop participants will:
1. Define appropriate and inappropriate office behavior.
2. Describe appropriate office dress.
3. Demonstrate professional use of the telephone in a business
environment whether they are answering the phone, transferring
a call, placing a caller on hold, or leaving a voicemail message.
4. List steps for dealing with difficult people.
5. Identify and rephrase blunt wording for more professional
communication.
6. Understand and demonstrate the use of to-do lists and the ABC
prioritization technique.
7. Explain methods for handling typical office interruptions: visitors,
phone calls, requests from the boss or subordinates.
COURSE OBJECTIVES
8. Outline tactics for overcoming procrastination.
9. Develop an action plan to improve professionalism in work
areas.
10. Identify the four essential components of a presentation.
11. Describe an audience analysis and why it is a needed step in a
presentation.
12. Organize information in a clear and concise manner.
13. Create an attention-grabbing introduction.
14. Implement techniques for varying vocal tones and body
language.
15. Develop strategies for handling hecklers, bullies, and other
disruptive participants.
16. Point out the benefits and pitfalls of various visual-aid options
and audience seating arrangements.
17. Begin implementing goals created during the session.
COURSE CONTENT
1. What's Appropriate for Work: Understanding the Difference
between Social and Professional Behavior
Participants will identify behaviors appropriate for the workplace and
those that are unacceptable. This proven approach allows employees to
target areas for self and group improvement.
2. Diamonds in the Rough: Polishing Your Professional Behavior
This component covers various aspects of workplace communication
from telephone skills to email etiquette. Through case studies and
quizzes, participants will learn how to improve their interaction with both
internal and external customers.
COURSE CONTENT
3. Dress for Success: Looking Your Best
Creating a positive visual impression is often as important as
demonstrating effective verbal and listening skills.
In this unit,
participants will play fashion critic by identifying appropriate and
inappropriate work attire in a series of photographs. This visual approach
helps participants understand the difference between simply complying
with a dress code versus looking their best. Emphasis is placed on
appearing clean, well groomed, and appropriately dressed without having
to spend a fortune.
4. On Time and On Track: Keys to Basic Time Management
This program concludes with a practical discussion of how to "get it all
done" when there is too much to do, prioritize when there are multiple
tasks at hand, manage work and home life, and set achievable goals.
COURSE CONTENT
5. What It Looks Like: The Anatomy of a Successful Presentation
This program begins with an examination of the parts of successful
presentations: powerful introductions, effective transitions, and
captivating conclusions. Participants will dive in "head first" with a short
practice presentation illustrating principles discussed.
6. Let Me Tell You: Understanding Audience Differences
Using Business Training Works' signature diagnostic tool, The
Communication Jungle, participants will identify their own presentation
styles and those of different types of audience members in order to adjust
for better communication
COURSE CONTENT
7. Highs and Lows: Adding Vocal Variety
In this unit, participants will explore several techniques for adding vocal
and visual variety to their presentations. Goodbye, monotone. Hello,
dynamic speaker.
8. Stop Shaking in Your Shoes: How to Overcome the Fear of Public
Speaking
Fear is why many people do not enjoy public speaking. This component
looks at the reasons for fear and techniques to overcome it. Participants
will receive a checklist for projecting the best possible image, and they
will learn how to eliminate such distracting speech habits as "um," "ah,"
and "you know."
COURSE CONTENT
9. How and When to Use Humor
Humor used well can make a presentation come alive. Humor that isn't
funny, on the other hand, can destroy a message. This portion of the
program explains when and how to inject humor into presentations.
10. Know-It-Alls, Talkers, and Bullies: Managing Hecklers
It is sometimes said that "there is one in every group." A difficult person
makes the presenter's job a challenge at best. Learning how to manage
those audience members who don't want to be there is an essential skill
of top speakers. This segment explores handling difficult people and
challenging situations.
COURSE CONTENT
11. Flipcharts, PowerPoint, and Slides: Effective Visual Aids
Choosing and using visual aids is an integral part of many
presentations. This lesson reviews available options and covers the
benefits and drawbacks of each.
12. People Who Can, Do: Preparation and Practice
The program culminates with participants making various kinds of
presentations: explanatory, informative, persuasive. Each participant will
be videotaped for review and critique.
METHODOLOGY
This program 2 days course involves a mixture of
short lectures, interactive discussions, games and
a number of exercises which the participants will work
through individually/in groups to understand concepts
and principles discussed in the program
WHO SHOULD ATTEND
This program is designed for anyone who has a desire
to improve their Presentation Skills to create a climate
of positive communication in their organisation.
2 days / 16 hours
TRAINER PROFILE
CURRRENT JOB : Freelance Trainer
QUALIFICATION
1. Professional Certificate in Training and Development ( UNITED KINGDOM )
2. Malaysian Certificate Education ( MCE )
3. Accredited Professional IATA ( International Air Transport Association )
Customer Services Certificate with a distinction
ACCOMPLISHMENTS
Current
1. Conduct Soft Skills training for Kementerian Pelancongan
Accredited Master Trainer for Mesra Malaysia. under
Kementerian Pelancongan.
2. Accredited trainer for Act Tourism and Tourism English
programme under Kementerian Pelancongan.
3. Part time trainer for University Tun Abdul Razak on co
curriculum Subject.
4. Conduct Public Programs for Training Providers
TRAINER PROFILE
2004 – Aug 2006 Unit Head Manpower Development, Customer
Services Department, Malaysia Airlines
Managed trainers and administration staff with
full responsibility for all training of MAS Customer
Services staff at KLIA
Adviser to the Customer Services Grooming Council
and in charge of Grooming standards of Customer
Services Department system wide.
Responsible in the production of the Grooming Manual
for Ground staff.
Master trainer I MAKE THE DIFFERENCE – GOING
BEYOND EXPECTATIONS module programmed by
Malaysia Airlines Academy.
TRAINER PROFILE
1994 – 2004 Training Executive at Malaysia Airlines Academy ( MAA )
Designed and developed Customer Services module for
Ground Services.
Conducted all Technical and Soft Skills courses for MAS
Ground
Services staff system wide .
Represented departmental head for any presentation on
Customer Services module to external customers.
Travel worldwide to train MAS staff on Customer
Service/Soft skills programme.
One month attachment in Phnom Penh, Cambodia to train
Royal Air Cambodge ground staff.
One month in Male, Maldives to train Air Maldives ground
staff.
TRAINER PROFILE
One month in Jakarta to train ground handlers at Jakarta
airport
Trained Maybank staff on Customer Service module, Sayang
Sayang Customer..
Trained Northport top-level managers on Enhancing Your
Professional Image module.
Trained Pegawai Tadbir Diplomat – INTAN on Enhancing Your
Professional Image.
Trained UNITAR top management on Enhancing Your
ProfessionalImage module
Represented Malaysia Airlines Academy as a guest speaker
at a Tourist Guide National Conference on the Topic – Image
and the professional.
TRAINER PROFILE
1992 – 1994 MAS Ground Services Instructor
Trained Ground Services staff system wide.
One month attachment in Male, Maldives to train
Air Maldives airport staff and assisted in designing the uniform.
Three months attachment at Terminal 3 to be in charged of
Discipline, Grooming and on the Job Training for new staff.
Responsible for the introduction of Grooming training for Ground
Services staff in Domestic Stations and in charge of Grooming for
Domestic stations.
Responsible for Developing Service Transaction Guidelines
manual for MAS Ground Services division