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POSITIVE FIRST IMPRESSIONS
Maitrey Shah16/07/2013
Introduction
• Getting to know each other
• OHS considerations – Exit sign – Rest rooms – In case of emergency
First Impression • The first impression is last
impression• What impression we would like to
leave
Example
• Establish contact with customers while working1
• Maintain Personal presentation 2
• Q & Answers3
Today’s Overview
Start
Workplace requirements & expectations
• How to talk• Dress code• Policies• Personal hygiene
Techniques
• Direct approach• Courtesy• Indirect approach• Friendly manner
Voice and Intonation
• Volume• Tone• Nuances• Language – Polite
Case Study
• Jeremy– His first day– Mistakes made– Successes achieved– The moral of the story
Discussion
• What we can learn from Jeremy
• Best practices• Take-aways
Time Spent
Proj
ects
Wor
ked
On
Get Familiar
Achieve Mastery
Working Toward Mastery
Get Experience
d
Summary
• Define First Impression– Organizational as well as personal
• How to establish contact – While working in the shop
• Main personal presentation– Customer service
Resources
• Gloria Jeans Learning Website http://crema.gloriajeanscoffees.com/login
QUESTIONS?