GROOMING ETIQUETTE PRESENTATION SKILLS PROFESSIONAL IMAGE INTRODUCTION A

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 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 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, Power. Point, 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. COURSE DURATION 2 days / 16 hours

TRAINER PROFILE MRS. AFIFAH BINTI RAHIM 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 MRS. AFIFAH BINTI RAHIM 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 MRS. AFIFAH BINTI RAHIM 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 MRS. AFIFAH BINTI RAHIM One month in Jakarta to train ground handlers at Jakarta airport Trained Maybank staff on Customer Service module, 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 Professional. Image module Represented Malaysia Airlines Academy as a guest speaker at a Tourist Guide National Conference on the Topic – Image and the professional.

TRAINER PROFILE MRS. AFIFAH BINTI RAHIM 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