Ken Stegall & Charlotte Phillips

1. Your Professional Image Ken Stegall & Charlotte Phillips

2. Hygiene: is daily cleaning and grooming • Bathing (or showering) is essential! • Using Deodorant • Brushing Teeth • Mouthwash • Groom your hair • Haircuts • Nails clean and groomed

3. Personal Grooming • Appropriate clothes • Shoes • Make-up

4. Physical Presentation • Good Posture • Proximity (personal space)

5. When speaking • Use appropriate tone • Use appropriate rate • Speak clearly with good grammar

6. When answering a work phone: • Identify location • Identify yourself • Offer help

7. Taking a message • Answer the 5 W’s • (who, what, when, where, why) • Is it urgent!? • Get the return number

8. P.E.P. • Pause • Eye Contact • Positive Eye statement

9. S.O.L.A.R. • Square your shoulders to the speaker • Open your posture • Lean slightly toward the speaker • Affect: Your emotions should be appropriate for the situation. • Restatement: Paraphrase or restate for clarification.

10. What not to say • Gossip • Insults • Complaints/Criticism

11. Summary • Your professional image matters • Begin with good hygiene • Be neat and clean • Use good posture and be aware of personal space • Speak Clearly and Listen carefully