Nav Canada – Essentials of Customer Service – July

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Professional Image: The Psychology of Perception

A universal perceptual tendency is to “judge a book by its cover”. We form lasting opinions based on what we see. In fact, over half of the impression you convey to others is based on appearance. The look of credibility, composure and professionalism must accompany the message for an audience or client to accept it. You must be believed to be heard, and we believe what we see.

Be sure to send the full message by visually presenting your professional credibility. This seminar is about attaining a professional presence that in all circumstances speaks well of you. Learn how your body language, dress and personal style impact the decisions others make of you and your ideas.
Image:
• The impact of appearance on client perceptions
• Powerful first impressions
• How to create the “look” of professional credibility
• The power of colour on visual communication
• Clothing signals and how to dress to gain respect
• Clothes you should never wear, and the clothes you must have
• Why it is critical to appear current (not trendy) with your appearance
• The distinctions between professional and business casual dress
• How to dress for clients and situations, urban/rural etc.
• Select and coordinate the appropriate design elements in business casual clothing
• Use appropriate colour coordination techniques when combining separates
• Choose the correct footwear, jewelry, outerwear, and accessories to complete their
business casual wardrobe
• How to look your best with minimal effort
• How to build a professional wardrobe on your budget

This seminar can be focused primarily on both Business Professional and Casual Dress. The workshop incorporates short lecture, clothing samples current to the season, a PowerPoint presentation, and interactive experiences to create an outstanding learning environment.

Personal Colour Analysis
An individual colour reading service will be provided for each person. This reading will also include an analysis of individual colour characteristics. A colour wallet is provided tailored to their skin tones and unique features. This provides a reference on how to correctly coordinate colour within one’s personal wardrobe.

Lynne will provide each person recommendations on clothing/accessories, makeup, eyewear (optional), and hair colour suited to their personal needs.

CIBC: Art of the Cocktail – July

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Managing the impression you make and maximizing your ‘like-ability’ are the keys to making every networking opportunity consistently profitable. First impressions really are important. The way you greet people can set the tone for the entire interaction that follows. If you make a poor initial impression, you may spend the rest of your time overcoming it.

Meet and mingle with your colleagues while you learn from the pros. Brush up on the protocols of introductions, business card exchange, conversation management, and more. Learn the secrets to business development through rapport building.

We start with a 15 minute presentation covering the basics of:

Emotional connection
Authentic Communication in the Social Arena
Approaching groups
Introductions: yourself and others
Cocktail etiquette

After this, we’ll list the issues that often cause confusion and discomfort for professionals attending social functions on the PowerPoint for participants to consider. Typical issues include, leaving groups, talking with client’s spouse, coping with criticism, handling gossip, transitioning to business talk, business card exchange, and many, many more.

The Art of Hosting

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Being the host of a professional social event is an exciting and high profile way to make an impression on clients, peers, industry leaders, your professional community, etc. Be sure to make this impression outstanding by learning the essential requirements of host behaviors: before, during, and after the event. Cover your bases with pre-event planning: everything from logistics to back-up plans for the unexpected. Cultivate an attitude that exudes calm professionalism; learn diplomatic assertion to keep things on track; and, be attentive to the wide variety of participants’ needs, including gender and cultural differences.

When an event runs smoothly, and participants (attendees, speakers, VIPS, etc.) are made to feel comfortable and engaged with meaningful material, the host organization is seen to have pulled off something very special. Make extraordinary a ‘matter of course’ for you and your team when hosting events. This session provides us with the insights and practical strategies to make the most of our hosting opportunities.

Workplace Writing Workshop – May 2nd and 3rd

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Anyone who works at a desk knows the importance of good writing skills. This seminar is just what you need to write clear, concise, business letters, memos, emails and reports. Professionally relevant activities and basic dos and don’ts will have you writing like a pro as you discover the secrets to well-written sentences and learn how to quickly organize your thoughts.

Too much writing and too little time is the recurring challenge of the busy professional. Learning how to focus your main message and bring it to your readers’ immediate attention are the keys to fast and effective business writing.

Business Etiquette

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Etiquette Essentials:

In today’s professional environment our demeanor is on display for all to see. Be sure to operate with everyone in a manner that promotes your sense of decorum, comfort and confidence. Put others at ease by demonstrating excellent manners. Etiquette in the workplace is not a restrictive set of rules. In fact, quite the opposite is true. Learning a few simple social expectations can alleviate the pressure of, “am I doing this right?”  Take this pressure off and allow yourself to focus on what matters: your colleagues, your clients, the opportunities in front of you, and even having a good time.

According to recruiters, image consultants and senior managers an image shake-up wouldn’t hurt most Administrative staff. Manners in the truest spirit of the term – being sensitive to the needs and feelings of others – still help determine whether you will get a job, whether you will advance, and how harmoniously your team will work together.

The most common, etiquette-related error in interviews is erring on the side of informality, and talking too much. Manners and image also play a role in advancement decision. People hire for skills, but they fire for attitude.

Today, the business environment tends to be less formal. I’m not sure that manners have declined, but certainly a great many things that could affect manners have changed. For example, in industries such as IT you have a more informal atmosphere accompanied with the high pressure of short term project deadlines.  In this environment the corporate culture of calm decorum is key for productive interactions between groups and individuals. Beyond your technical skills, most of the things that affect your job chances do relate in some way to etiquette, in the broadest sense of being sensitive to others.

Here are a few tips to remember:

  • Don’t talk too much
  • Don’t be negative
  • Focus on the needs of others
  • Be punctual
  • Be polite

Companies turn to image consultants because they want to put their best corporate face forward with customers and ultimately improve the bottom line. All employees must appear polished and professional when dealing with clients.

In general, manners seem to have deteriorated in recent years. Partly because of a greater informality in society, but also because start- up companies may not devote enough time to image. It’s really up to a company to set the tone of what its expectations are. An interview is a formal situation, even if it’s an internal referral. Don’t take it for granted and be too familiar.

Manners play an important role in the building of good work teams and in advancement decisions. Think before you speak; consider the consequences. Being in tune with the needs and sensitivities of others, and acting accordingly is the basis of business etiquette.

What kind of image do people conjure up when they speak to you on the phone? Do they picture you as confident and organized, friendly or aloof. Your tone of voice is important on the phone. Be sure to articulate clearly and speak slower- especially when speaking important information such as a call back number.

Anyone who regularly interacts with clients and want to build strong, productive professional relationship will benefit from the insight that Lynne Mackay and her partner Paul Byrne have to offer. You will learn how to project confidence and credibility in dealing with clients and peers, and how to conduct yourself with ease in any business/social situation.

  • Office Diplomacy/Business manners, discretion, sensitivity to others
  • Appropriate conduct/behaviors in the office and when meeting customers
  • Reception Etiquette; the first introduction to the firms image; receiving guests
  • Telephone manners; establish rapport with your telephone audience
  • Speak with a confident tone
  • Vocal quality
  • Articulation and pronunciation
  • Active listening strategies
  • Professional Networking Skills; Working a room
  • Approaching and Leaving Groups
  • Successfully perform various types of introductions
  • Use communication strategies to start and continue conversations
  • Small talk topics to discuss and avoid
  • Business card etiquette
  • Effectively use kinesics and Proxemics to make clients/colleagues comfortable