Corporate Image Enhancement

You never get a second chance a second chance

to make a first impression.

You are Davao Light!You are Davao Light!You are the medium.You are the message.

CORPORATE CORPORATE IMAGE IMAGE IMAGE IMAGE

ENHANCEMENTENHANCEMENTDAVAO LIGHT AND POWER CO., INC.DAVAO LIGHT AND POWER CO., INC.

June 19June 19--20, 2013 20, 2013

Connie Connie UdaniUdani

OurOur imageimage isis aa silentsilentintroductionintroduction ofof ourselvesourselves..ItIt speaksspeaks volumesvolumes..

Peter Drucker

A corporate image refers tohow a corporation is perceivedperceived.It is a generally accepted imageof what a company stands for.

CORPORATE IMAGECORPORATE IMAGE

Am I aligned Am I aligned with the with the organization’s organization’s organization’s organization’s culture?culture?Do I fit in?Do I fit in?

Personal brand versus Personal brand versus Company imageCompany image

THE FOUNDATION OF IMAGETHE FOUNDATION OF IMAGE

Mission

Vision

Strategies

Values

Behaviors

MISSIONMISSION

We are an electric company committed to deliver,at the most reasonable cost, safe and reliableelectric service to the people and the commercialand industrial establishments of the cities ofDavao and Panabo, and the Municipalities ofCarmen, Dujali and Sto. Tomas.

We affirm that the ultimate measure of oursuccess is the satisfaction of our customers.

VISION VISION

We aim to be the country’s leader in providing electricpower and related services by becoming a world-classelectric distribution company.

The ultimate satisfaction of our customers is the drivingpurpose of our existence.

We aspire for excellence in everything we do by adheringWe aspire for excellence in everything we do by adheringto the highest standards of professionalism, by makingintegrity the foundation of all our relationships, and byfocusing on the unlimited potential of our people.

We are a responsible partner on the road to progress anddevelopment, essential to our community’s collectivehope for a better life.

We will light the way.

ManageManagerr

CustomCustomerer

SocialSocial

MeMe StaffStaff

IndustrIndustryy

PartnersPartners

SupplieSuppliersrs

PeersPeers

ManageManagerr

CustomCustomerer

SocialSocial

Davao Davao LighitLighit

StaffStaff

IndustrIndustryy

PartnersPartners

SupplieSuppliersrs

PeersPeers

FOUR ASPECTS OF IMAGEFOUR ASPECTS OF IMAGE

Inner imageInner image Outer imageOuter image

CommunicationCommunicationProtocol Protocol

and etiquetteand etiquette

YOUYOU

The mental image one has of oneself

INNER IMAGEINNER IMAGE

If you project a positive self-image, people will more likely see you as a

positive, capable person.

•Celebrate your strengths.

THE POWER OF THE MINDTHE POWER OF THE MIND

•Seek affirmation from the people around you.

•Use and develop your strong points.•Use and develop your strong points.

•See areas for improvements as future strengths.

FOUR ASPECTS OF IMAGEFOUR ASPECTS OF IMAGE

Inner imageInner image Outer imageOuter image

CommunicationCommunicationProtocol Protocol

and etiquetteand etiquette

YOUYOU

“Appearances“Appearances mattermatter inin firstfirstimpressionsimpressions.. YourYour lookslooks maymay bebethethe firstfirst informationinformation aa strangerstrangerthethe firstfirst informationinformation aa strangerstrangerhashas aboutabout youyou……””

•Dressing

•Grooming

•Fitness and nutrition

COMPONENTS OFCOMPONENTS OFPHYSICAL APPEARANCEPHYSICAL APPEARANCE

What What cancan you wear?you wear?What What cancan you wear?you wear?

• Three types of dress codes

�The uniform

�Smart casual

�Business casual

DRESSINGDRESSING

�Corporate/Business

THE UNIFORMTHE UNIFORM

• Helps members of anorganization project a uniformimage through their appearance

• Should be worn correctly or elsedefeats the purposedefeats the purpose

• Be neat and complete.

• Make sure uniform iscrisp and well-ironed.

• Snip loose threads.

THE UNIFORMTHE UNIFORM

• Wear appropriateaccessories.

ConservativeConservative CreativeCreativeBusiness Business casualcasual

CasualCasualSmart Smart casualcasualcasualcasual casualcasual

LawFinancial

Business consultants

Sales

ArchitectureMedicineSales

AdvertisingEntertainmentFashionPublishing

ArchitectureEngineeringBPOsITSalesConstruction

BPOsManufacturingFMCGConstructionSports

ConservativeConservative CreativeCreativeBusiness Business casualcasual

CasualCasualSmart Smart casualcasualcasualcasual casualcasual

LawFinancial

Business consultants

Sales

ArchitectureMedicineSales

AdvertisingEntertainmentFashionPublishing

ArchitectureEngineeringBPOsITSalesConstruction

BPOsManufacturingFMCGConstructionSports

• Be neat and complete.

• Make sure uniform iscrisp and well-ironed.

• Snip loose threads.

THE UNIFORMTHE UNIFORM

• Wear appropriateaccessories.

SMART CASUALSMART CASUAL

SMART CASUALSMART CASUAL

SMART CASUALSMART CASUAL

BUSINESS CASUALBUSINESS CASUAL

• Short sleeves for business casual

• Long sleeves for business attire

•Washable, linen material

BARONGSBARONGS

•Washable, linen material

•Color

Jusi and Piña barongs for evening wear and very formal occasions

BARONGSBARONGS

BARONGSBARONGS

SMART CASUALSMART CASUAL

x

SHIRTS VS. BLOUSESSHIRTS VS. BLOUSES

x

x x

SHIRTS VS. BLOUSESSHIRTS VS. BLOUSES

FIT OF BLOUSESFIT OF BLOUSES

SMART CASUAL PANTSSMART CASUAL PANTS

SMART CASUAL SKIRTSSMART CASUAL SKIRTS

FIT OF SKIRTSFIT OF SKIRTS

BUSINESS CASUAL ENSEMBLESBUSINESS CASUAL ENSEMBLES

WHAT LIES BENEATHWHAT LIES BENEATH

BUSINESS CASUAL PANTSBUSINESS CASUAL PANTS

BUSINESSBUSINESS

•White, light to mid-blue, pastels

• Subtle patterns

• Should not be too loose nor too tight

SHIRTSSHIRTS

loose nor too tight

TIESTIES

•Solid colors, subtle designs and patterns•Length of tie

TIESTIES

No cartoons or graphic theme ties

• Undershirt

• Belts

• Suspenders

OTHER CLOTHING POINTERSOTHER CLOTHING POINTERS

BUSINESS ENSEMBLESBUSINESS ENSEMBLES

+

BUSINESS BASICS:BUSINESS BASICS:THE BLACK SUITTHE BLACK SUIT

+

•Apple

•Pear

•Hourglass

MAIN BODY SHAPESMAIN BODY SHAPES

•Hourglass

•Boyish

•Tailored blouses and jackets

•Flared skirts

WHAT TO WEAR: APPLE WHAT TO WEAR: APPLE SHAPEDSHAPED

•Flared skirts

•Wide legged pants

•Empire cut dresses and shirts

• Jackets that fall up to the hips

• Double-breasted jackets

• A-line skirts

WHAT TO WEAR: PEAR WHAT TO WEAR: PEAR SHAPEDSHAPED

• A-line skirts

• Dark trousers

• Avoid pleats, pockets, seams on pants and skirts

• Fitted jackets

• Avoid too much detail on upper body

• Flared trousers

• Avoid thick, bulky fabrics

WHAT TO WEAR: HOURGLASSWHAT TO WEAR: HOURGLASS

• Avoid thick, bulky fabrics and too many accessories

• Dresses and tops cinched at the waist

• Shirt dresses

• Belted shirts and dresses

• Jackets and shirts that flare at the waist

• Skinny pants

WHAT TO WEAR: BOYISHWHAT TO WEAR: BOYISH

• Skinny pants

• Heels

• Bold colors

•Endomorph

•Mesomorph

•Ectomorph

MAIN BODY SHAPESMAIN BODY SHAPES

•Ectomorph

• Go dark

• Watch the patterns

• Consult professionals

WHAT TO WEAR: BIGWHAT TO WEAR: BIG

• Consult professionals

•Wear pants that fall past the ankle

•Stick to monochromatic looks

WHAT TO WEAR: SHORTWHAT TO WEAR: SHORT

looks

• Make sure clothing is not too tight

WHAT TO WEAR: MUSCULARWHAT TO WEAR: MUSCULAR

HOTS HOTS

• Pearl necklace and earrings

• Carefully chosen watch

• Strands of gold chains

JEWELRYJEWELRY

• Strands of gold chains

• Diamond studs

• Quality

• Occasion

• Style

• Fitting

CONSIDERATIONS IN CONSIDERATIONS IN CLOTHINGCLOTHING

• Fitting

• Budget

• Safety

•Dressing

•Grooming

•Fitness and nutrition

COMPONENTS OFCOMPONENTS OFPHYSICAL APPEARANCEPHYSICAL APPEARANCE

BASIC GROOMINGBASIC GROOMING

• Stage One: Shave, cut nose and ear hair

• Stage Two: Cleanse, Tone, Moisturize , sun block

• Stage Three: Lips and nails

HAIR STYLINGHAIR STYLING

• Clean cut

• Hair does not reach collar

• Does not touch ears

• Conservative styling

• Regular maintenance

MAKEUP LOOKSMAKEUP LOOKS

• Stage One: Cleanse, tone, moisturize

• Stage Two: Foundation and camouflage

• Stage Three: Shape, blush, powder

• Stage Four: Eyes – eyeshadow, eyeliner,

MAKEUP?MAKEUP?

• Stage Four: Eyes – eyeshadow, eyeliner, mascara, eyebrow shaping

• Stage Five: Lips and nails

• Simple hairstyle

• Clip or pull back to sleek ponytail or bun

• Subtle highlights and coloring; avoid streaks

HAIR STYLING FOR WOMENHAIR STYLING FOR WOMEN

• Subtle highlights and coloring; avoid streaks

• Use gloss, oil, and wax sparingly

• Regular maintenance

• Well-groomed hairstyle; avoid unusual styles and colors

• Women long hair pulled back in a neat, simple style

GROOMING GROOMING DO’S AND DON’TSDO’S AND DON’TS

• Minimal cologne or perfume

• No visible body piercing or body art; cover tattoos with clothing if possible

• Rule of 10-14

IMAGE OBJECTSIMAGE OBJECTS

•Pens

•Calling card/ ID’s

•Papers / Documents•Papers / Documents

•Bag

•Dressing

•Grooming

•Fitness and nutrition

COMPONENTS OFCOMPONENTS OFPHYSICAL APPEARANCEPHYSICAL APPEARANCE

• Regular exercise

• Stress management

• Eight hours sleep everynight

FITNESS AND NUTRITIONFITNESS AND NUTRITION

night

• Five to seven glassesof water daily

• Balanced diet

• Five to seven servings offruits and vegetables daily

COLOR CHARTCOLOR CHART

COOL

WARM

COLOR WHEELCOLOR WHEEL

My work space…My work space…My work space…My work space…

� Is it safe?

� Is everything in order?

MY WORK SPACEMY WORK SPACE

� Is it clean and comfortable?

� Is it inviting?

FOUR ASPECTS OF IMAGEFOUR ASPECTS OF IMAGE

Inner ImageInner Image Outer ImageOuter Image

CommunicationCommunicationProtocol Protocol

and Etiquetteand Etiquette

YOUYOU

Etiquette & ProtocolEtiquette & ProtocolEtiquette & ProtocolEtiquette & ProtocolEtiquette & ProtocolEtiquette & ProtocolEtiquette & ProtocolEtiquette & Protocol

ETIQUETTE PROTOCOL

• Graciousness to coexist peacefully and productively

• Flexibility and adaptability

• Code prescribing strict adherence to correct etiquette

and adaptability

• Decency and dignity

CORPORATE CULTURECORPORATE CULTURE

CULTURECULTURE

Etiquette and Protocol

TOOLS OF TOOLS OF COMMUNICATIONCOMMUNICATION

Words7%

Body Language55%

Voice38%

•Words

� Grammar and Vocabulary

ANATOMY OF A ANATOMY OF A PROFESSIONALPROFESSIONAL

Vocabulary

� The Power of Words

•Deliver criticism with tact.

•Criticize in private; praise in public.

• In response to a compliment,

THE POWER OF WORDSTHE POWER OF WORDS

• In response to a compliment, say thank you.

•Avoid the endless thank you.

•Use courtesy words when making a request.

Ah…………..

Ok!………….

Um………….

All right……

32%

19%

12%

4%

COMMON NONCOMMON NON--WORDSWORDS

All right……

Well………..

You know…

Di ba?……..

So………….

4%

2%

2%

1%

1%

Vocal Delivery

� Vocal Quality

� Volume

ANATOMY OF A ANATOMY OF A PROFESSIONALPROFESSIONAL

� Rate

� Pitch

� Intonation

A: Hi, how are you?B: Fine, thank you. And you?A: Just great. What have you been doing lately?B: Oh, not much. But I’ve been keeping busy.

UNCERTAIN DIALOGUEUNCERTAIN DIALOGUE

B: Oh, not much. But I’ve been keeping busy.A: Well…it’s been good to see you.B: Yes, it has… well, bye!A: Goodbye!

•Body Language

� Eye Contact

ANATOMY OF A ANATOMY OF A PROFESSIONALPROFESSIONAL

� Eye Contact

� Facial Expression

� Gestures

� Posture

� Appearance

• Arrive on time.

• Introduce yourself to anyone who is also waiting.

• Be prepared for the meeting.

MEETING DECORUMMEETING DECORUM

• Be prepared for the meeting.

• Take notes.

• Avoid slouching and doodling.

• Do not interrupt whoever has the floor.

• Resist the temptation to monopolize.

• Disagree tactfully.

MEETING DECORUMMEETING DECORUM

• Observe mobile phone etiquette.

• Build consensus.

• Prepare.

• Hook onto call early.

• Start and end on time.

TELECON COURTESIESTELECON COURTESIES

• Start and end on time.

• Identify yourself.

• Take charge.

• Direct the questionto the person concerned.

• Limit the length of yourquestions or remarks.

• Jot down thoughts andremarks.

TELECON COURTESIESTELECON COURTESIES

remarks.

• Keep background noises to aminimum.

• Press the mute button, notthe hold button if you mustleave for a short time.

• The company image is built on people, service and attitude

• We usually meet people on the phone first.

CREATING IMMEDIATE CREATING IMMEDIATE IMPACT OVER THE PHONEIMPACT OVER THE PHONE

• We usually meet people on the phone first.

• Each employee answering the phone must be able to sell her/his personality very quickly and effectively

• Answer the telephone at once.

• Greet the caller pleasantly.

• Give full attention to the caller.

TELEPHONE MANNERSTELEPHONE MANNERS

•

• Don’t allow anyone to be left on hold for more than 20 seconds.

• Arrange for somebody to cover for you if you have visitors.

• Avoid phone tags.

• Don’t allow background noises to penetrate the mouthpiece.

TELEPHONE MANNERSTELEPHONE MANNERS

• Don’t rush the caller.

• Be courteous to everybody.

• Return calls promptly.

• Let the caller hang up first.

• Say “thank you” and “you’re welcome.”

• Avoid or limit personal calls.

• Don’t take your anger out at the caller

TELEPHONE MANNERSTELEPHONE MANNERS

• Don’t take your anger out at the caller because you have had a bad day.

• Use the hold button.

• Identify yourself, your company/department and your purpose in calling.

• Always make a sincere apology instead of rudely

HANDLING OUTGOING HANDLING OUTGOING CALLSCALLS

• Always make a sincere apology instead of rudely hanging up abruptly, if you dial a wrong number.

• If you have placed the call and it gets disconnected, be responsible in calling back immediately.

DO

• Limit or avoid personal browsing.

• Take care with your choice of words. Sarcasm and humor can be easily misinterpreted.

BUSINESS NETIQUETTE: BUSINESS NETIQUETTE: Browsing and EBrowsing and E--Mail GuidelinesMail Guidelines

humor can be easily misinterpreted.

• Re-read your message prior to sending it.

• Reply promptly.

• Reply only to the appropriate party, not to “all recipients”.

• Ask before sending attachments.

DON’T

• Type in all capital letters unless you are shouting.

• Use the company e-mail system for personal correspondences.

BUSINESS NETIQUETTE: BUSINESS NETIQUETTE: Browsing and EBrowsing and E--Mail GuidelinesMail Guidelines

correspondences.

• Spam.

• Send jokes or chain letters through the company e-mail system.

• Forward a message unless you are certain that it is true.

DON’T

• Don't share internal company activities with the external world.

BUSINESS NETIQUETTE: BUSINESS NETIQUETTE: Social Networking GuidelinesSocial Networking Guidelines

• Don’t post negative comments about your organization and co-workers.

• Don’t post provocative pictures.

INSTANT MESSAGINGINSTANT MESSAGING

• Inquire if the other party can instant message

• Be concise

• Be careful with what you write• Be careful with what you write

• Instant messaging is notfor gossip

• Go easy on the jargon and text lingo

CALLING ON SOMEONECALLING ON SOMEONE

buildings

security guard

shaking hands

officereceptionist

buildingreceptionist

elevator

• Welcome the visitor.

• Get up and out from behind your desk.

WHEN SOMEONE CALLSWHEN SOMEONE CALLSON YOUON YOU

• Shake his hand.

• Have an area conducive to a friendly exchange.

• Offer something to drink.

• Go out to the reception area and greet him.

• Apologize and explain the delay.

• Offer something to drink.

WHEN YOU KEEP SOMEONE WHEN YOU KEEP SOMEONE WAITINGWAITING

• Make interesting reading materials available.

• Check on the person every so often.

• If waiting takes a longer time, give the visitor the option to wait or reschedule the appointment.

LANGUAGE OF DISTANCE

LANGUAGE OF DISTANCE

LANGUAGE OF DISTANCE

LANGUAGE OF DISTANCE

• Meeting someone for the first time

• Meeting someone you haven’t

Extend a hand whenExtend a hand when

SHAKING HANDSSHAKING HANDS

• Meeting someone you haven’t seen for a while

• Greeting your guests• Saying goodbye to people

at a gathering• Accepting the hand extended

by someone

• Firm, but not bone-crushing• 3 seconds; pumped once or

twice from the elbow

A proper handshake A proper handshake

SHAKING HANDSSHAKING HANDS

twice from the elbow• Released even if introduction

continues• Eye contact included

CONSIDERATIONSCONSIDERATIONS

• The Filipino “beso”

• Shaking with both handswith both hands

• The incomplete handshake

• The long handshake

• The Japanese bow

• Have plenty of cards at hand.

• Make certain your title is clear andunderstood.

• Never present a card that is out-of-date,

BUSINESS CARDSBUSINESS CARDS

• Never present a card that is out-of-date,soiled or dog-eared.

• Be selective about giving cards

• Exchange cards with respect and care.

• Always make introductions.

How will I introduce them? Ooops! What’s

his name again?

GETTING TO KNOW YOUGETTING TO KNOW YOU

• Always make introductions.

• If you forget the name,apologize for the mental slip.

• When someone seems to haveforgotten your name, justjump in and say your name.

BUSINESS INTRODUCTIONSBUSINESS INTRODUCTIONS

• A client always takes precedence over anyone in theorganization.

• Include a brief but meaningful remark about the person.

• As you say the person’s name, look at him.

Do I say Hi or Hello?

HOW TO HOW TO ACKNOWLEDGE ACKNOWLEDGE

THE THE INTRODUCTIONSINTRODUCTIONS

• Acknowledge the introduction with a smile.

• Shake hands.

• Make sure to pronounce the name correctly.

• Always stand for introductions.

• Acknowledge the introduction with a smile.

• Shake hands.

• Make sure to pronounce the name correctly.

• Always stand for introductions.

• Treat professional titles with respect.

• Use Ms. for a woman in business.

TITLESTITLES

• Be formal when you are not sure thatfirst names are acceptable.

•Company culture

• Formality or informality

FIRST OR LAST NAME

• “Pet” names

•Terms of endearment

Interesting and wholesome

Not too long and serious

SMALL TALKSMALL TALK

Language and topic comfortable to the other person

• Off-color and discriminating jokes

• Personal relationships

• Personal misfortune

• Cost of personal things

CONVERSATIONAL TABOOSCONVERSATIONAL TABOOS

relationships

• Demeaning terms

• Tactless words

• Controversial topics

CARELESS COMPLIMENTSCARELESS COMPLIMENTS

• “You look terrific – did you have a facelift?”

• “Great bag – is it real? Is it from Greenhills?”

• “Another new outfit! You must really be rolling in money.”

• “Wow, you’ve lost so much weight! It certainly is an improvement.”

• Current events

• Positive news

POSSIBLE TOPICS POSSIBLE TOPICS OF CONVERSATIONOF CONVERSATION

• The event at hand

• Personal hobbies

• Light topics related to work

Answer

A

TRIPLE A TECHNIQUETRIPLE A TECHNIQUE

Add

Ask

BASIC PLACE SETTINGBASIC PLACE SETTING

FORMAL PLACE SETTING

• If at a lunch meeting, get down to business after the food has been ordered.

POWER DININGPOWER DINING

• If at a dinner meeting, business may or may not be spoken during dinner.

• Make suggestions. Let the guest order first.

• Order the starter and main course together.

• Warn guest of presence of hot or pungent

AS A HOSTAS A HOST

• Warn guest of presence of hot or pungent spices.

• Be ready to cover the most expensive items.

• Tell your guests ahead of time if you plan to have alcohol.

• Don’t order non-alcoholic drinks if your guests don’t.

• Offer guests to order drinks

DRINKING ALCOHOLDRINKING ALCOHOL

• Offer guests to order drinks even if you won’t have any.

• One glass is enough if you feel the need to accompany your guest.

• Ask host for recommendations.

• Arrive on time.

• Don’t order before the host arrives.

• Wait for host to start eating.

AS A GUESTAS A GUEST

• Wait for host to start eating.

• Do not call attention to yourself

� Declining drinks

� Complaining about food

Ordering difficult foodOrdering difficult food

• Soup: soup away from you.

• Pasta: cut flat pasta, swirl string pasta.

HELPFUL HINTS HELPFUL HINTS FOR DINING OUTFOR DINING OUT

string pasta.

• Fruit: use knife and fork.

• Clams and oysters: hold shellwith hand and eat with cocktailfork; do not stack shells.

Ordering difficult foodOrdering difficult food

HELPFUL HINTS HELPFUL HINTS FOR DINING OUTFOR DINING OUT

fork; do not stack shells.

• Chicken or fowl: do not usefingers; cut into bite-sized pieces.

Ordering difficult foodOrdering difficult food

HELPFUL HINTS HELPFUL HINTS FOR DINING OUTFOR DINING OUT

• Fish with bones: cut off tail and head, cut along backbone, fold back meat, remove whole skeleton and setaside before starting to eat.

Ordering difficult foodOrdering difficult food

HELPFUL HINTS HELPFUL HINTS FOR DINING OUTFOR DINING OUT

aside before starting to eat.

• Don’t put any briefcase or package on the table. Remove papers from briefcase if needed.

• Don’t put elbows on table while eating.

HELPFUL HINTS HELPFUL HINTS FOR DINING OUTFOR DINING OUT

• Don’t put elbows on table while eating.

• Don’t pick teeth, apply lipstick or comb hair on the table.

• Bring food to mouth, not mouth to food.

• Don’t gesture with utensils.

• Don’t pick up dropped utensils.

• Do not smoke during dinner.

• Practice mobile phone etiquette.

HELPFUL HINTS HELPFUL HINTS FOR DINING OUTFOR DINING OUT

• Practice mobile phone etiquette.

• Don’t speak when your mouth is full.

• Break bread into smaller pieces.

• Butter bread on plate, not in mid-air.

• Place napkin neatly on left side when finished.Place napkin on seat when leaving temporarily.

• Don’t blow into the food. Wait for it to cool

HELPFUL HINTS HELPFUL HINTS FOR DINING OUTFOR DINING OUT

• Don’t blow into the food. Wait for it to cooldown.

• Guest of honor should be first to leave.

• Thank the host.

• Place utensils on proper resting position.

REST YOUR SILVERWAREREST YOUR SILVERWARE

FINISHED POSITIONFINISHED POSITION

• Follow the buffet line.

• Always leave some food for the personbehind you.

BUFFET ETIQUETTEBUFFET ETIQUETTE

behind you.

• Do not eat the food over the buffet table.

• Always use clean plates for the next helpings.

• Get only what you can eat.

• Nibble when you mingle.

• Stay away from hard-to-eat food.

• Don’t complain about the food, drinks or place.

ARE YOU ATTENDING ARE YOU ATTENDING COCKTAILS?COCKTAILS?

• Don’t complain about the food, drinks or place.

• Hold your drinks with your left hand.

• Move and mingle.

• Respect personal space.

• Initiate meeting high-ranking people.

• Find out about the event, theagenda and other attendees.

• Have your own agenda.

• Walk with confidence.

MASTERING MINGLINGMASTERING MINGLING

• Walk with confidence.

• Make your presence known to keypersons.

• Approach someone who is alone orgroups of three or more

• Be responsible in introducingyourself.

• Be prepared for topics for small talk.

• Circulate. Don’t park at the bar .

• Eat a small amount before attending the party.

MASTERING MINGLINGMASTERING MINGLING

attending the party.

• Hold your drink with your left hand so you’ll be free to shake hands without fumbling.

• Control your alcohol intake.

GIVING TOASTSGIVING TOASTS

� Can be done during business meals

� Toasts in the host’s language

� Clinking glasses

� Reading the toast

� Be brief

� Toast to welcome visitors

� Preferred drink

� Drinking when you are being toasted

CONVENTIONS, TRADE SHOWS, CONVENTIONS, TRADE SHOWS, PRODUCT LAUNCHESPRODUCT LAUNCHES

Business Matters

Scheduled and Unscheduled

Social Activities

BUSINESS BEFORE PLEASUREBUSINESS BEFORE PLEASURE

• Bring and wear appropriate attire

• Attend all sessions

• Bring business cards and other collateraland other collateral

• Be prepared to pay for your meals and drinks

• Drink, dance, and partyin moderation

• Take advantage of the occasion to network with others

• Study target country when doing business abroad.

• Learn a few words of the language.

• Don’t be abrupt, loud or

TRAVELLING ABROADTRAVELLING ABROAD

• Don’t be abrupt, loud or boisterous.

• Use plain English and speak slowly.

• Accept hospitality when it is offered.

• Don’t be afraid of silence.

• Show respect for local customs.

• Don’t verbally compare your way

TRAVELLING ABROADTRAVELLING ABROAD

• Don’t verbally compare your way of doing things with their way.

• Be sensitive of time.

• Research appropriate gifts.

WORK WORK ETHICSETHICS

TOP 10 OFFICE ANNOYANCESTOP 10 OFFICE ANNOYANCES1) Grumpy colleagues (37%)

2) Slow computers (36%)

3) Office gossip (19%)

4) Office jargons (18%)

5) Speaking loudly on the phone (18%)

6) Too much health and safety 6) Too much health and safety in the work place (16%)

7) Poor toilet etiquette (16%)

8) Meeting attendance and punctuality (16%)

9) Not tidying up after themselves in the kitchen (15%)

10) Too cold/ cold air conditioning (15%)

WORK SPACE 101WORK SPACE 101

• Never enter someone’s cubicle without permission.

• Try not to sneak up behind someone in a cube.

• Don’t “prairie-dog” • Don’t “prairie-dog”

• Don’t loiter outside someone’s cube while you wait for him or her to finish a phone call.

WORK SPACE 101WORK SPACE 101

• Never read someone’s computer screen

• Don’t comment on conversations you’ve overheard. overheard.

• Use headphones for music.

• Interrupting another’s conversation

• Exaggerating own abilities

• Bragging about contacts

IRRITATING WORK HABITSIRRITATING WORK HABITS

• Bragging about contacts

• Taking credit for something undeserved

• Refusing to be serious

• Gossiping about co-workers

DEAL WITH CONFLICTDEAL WITH CONFLICT

• Communicate assertively

– Give and receive feedback

– Choose your words wisely

– Focus on the issue, not the – Focus on the issue, not the personality

– Ask questions

– Communicate as equals

• Men and women are equal.

• No one is sweety, honey or dear.

• Never accept advances from anyone who is married.

MEN AND WOMEN MEN AND WOMEN AT WORKAT WORK

• Don’t give any suggestion of interest to an obvious sexual overture.

• Deal with sexist remarks immediately but lightly so the business relationship remains functional.

Be neat. Learn to clean-up.clean-up.

Confidential matters need to remain as to remain as

such.

Avoid gossip.gossip.

Be mindful of time.of time.

Have an action plan action plan

and stick to it.

FOUR ASPECTS OF IMAGEFOUR ASPECTS OF IMAGE

Inner ImageInner Image Outer ImageOuter Image

CommunicationCommunicationProtocol Protocol

and Etiquetteand Etiquette

YOUYOU

“Watch your thoughts, for they become words.“Watch your thoughts, for they become words.Watch your words, for they become actions.Watch your actions, for they become habits.Watch your habits, for they become character.Watch your character, for it becomes your destiny.”

Congratulations, Congratulations, ____________. I believe that ____________. I believe that you will be a polished, you will be a polished, courteous, and high courteous, and high courteous, and high courteous, and high performing performing LinaheimLinaheimprofessional because…professional because…