What is Personality ?

1. Personality Development Ms.Manisha GunasekeraAsst.Registrar/ Head of the Occupational Skills Dept.B.A (English), University of PeradeniyaTrained at British Council to teach IELTSReading for Post Graduate Diploma in International Relations

2. Personality makes humans different from each other Everything what you are and how you do things It is the way you dress, walk and talk Smart or not What is Personality ?

3. Definition of Personality • The deeply ingrained and relatively enduring patterns of thought, feeling and behavior • What is unique about an individual • The characteristics that make the individuals stand out

4. Determinants of Personality • Heredity - Factors that were determined at conception - Physical structure, facial attractiveness, gender, temperament etc. - Influenced by who your parents were

5. Environment Environmental factors that exert pressure on our personality formation are: -the culture in which we are raised -early conditioning -norms among our family -friends & social groups -other influences

6. Situation - An individual’s personality although generally stable, does change in different situations

7. How to work with different personality types

8. Attributes of a Good Personality

9. Who has a Good Personality ? • Easy to move with • Fun to be with • Interesting • Appraised by the others • Self motivated • Value for every moment

10. Who has a Superior Personality ? • Pleasing • Pleasant • Persuasive

11. Everything about Superior Personality • Posture • Clothing • Figure • Self-confidence • Behavior • Smiling • Communication

12. 1. Posture • Your body speaks on behalf of you • Act like at Unique Person • The method • Hold your head and chest high • Keep your spine straight • Legs straight, together • Arms, hands either side • Sit on the 45 degree, legs together • No scratching , break dance • How to sneeze, cough • Walk straight ,arm movement

13. 2. Clothing • Appropriate Attire • Lounge / Office • Smart Casual • Casual • Color • Clean • Ironed • Attractive

14. 3. Figure • Height • Weight • Face • Hair • Nails • Smell

15. 4. Self Confidence • Knowing what and when to do • Getting along without feeling superior or inferior • Knowing your abilities and limitations • Actions • How to greet • Hand shake • Thanking • Conclusion

16. 5. Behavior • Positive • Aggressive • Slow • Negative • Aggressive • Slow • Neutral

17. Human is the only animal who can smile Need not to train to smile because it is the programmed behavior We are born with a smile, babies can smile as much as 02 days It is easier to smile than frown, since it uses 06 muscles instead 18 6.Smiling

18. How to Improve Smiling • Put up sign boards • Beware! “You are now entering in to a highly infectious area of smiling” • Human is the only living thing in the whole world that can smile. “ Are you human” • “Live long without an additional cost , smile throughout the life time” • Smiling is the best infection in the world so spread it fast

19. 7. Communication

20. Ship & the Sailor

21. What is Effective Communication? • “Sending a message that is well understood by the receiver, as intended by the sender”

22. Principles of Communication • Active listening • Words • Tone • Non Verbal • Telephone

23. A. Active Listening • Eye contact • Don’t disturb the flow • Show interest with appropriate facial movements • Paraphrase; make sounds of understanding & encouragement

24. B. Words • Language • Clear • Simple • Suitable • Good words • Bad words

25. C. Tone • “Full option” • Caring • Confident • Authoritative • Suitable

26. D. Non Verbal • Presentation • Posture • Eye contact • Breathing • Associated movement

27. E. Telephone • Most important equipment • for the life of an organization as air to humans. • Most sensitive equipment • Can break or make the organization in seconds • Mostly used equipment • More situations • Needs continues improvement • New technology

28. E. Telephone • Preparation • Using • Review

29. Equipment Know your telephone Use all the facilities Seek for more facilities Support Documents Note book, Pencil Information list people, places, services Emergency numbers TP. Protocol Before dialing a number Have the correct number Have the necessary documents in hand Know the name and the designation of the person Importantly how to address him Write down the questions you want to ask E. Telephone – Preparation

30. E. Telephone – Using DOs • If you answer the phone answer within three rings • Greet : appropriate time – good day ! • Identify your self – name , designation , institution • Tell the delays ;” That line is busy sir , could I call You back?” • Then ask for the person you need to contact

31. E. Telephone -Using DOs • Follow the guideline • If there is a delay , give your number to contact • Thank the person • Use the best tone “ Fairy Nurse to a the devil” • Always smiling , cheerful face

32. E. Telephone –Using “Good day ! This is Government hospital A, Admission unit , I am Nanda , I am an attendant , May I help you Sir / madam !” “Yes sir, can you hold on a second please!....Sir she is with a patient & may take more than15 minutes can I take a message please.” “ I am extremely sorry sir, according to the hospital policy, we are not allowed give patient details by Telephone and you can visit the hospital and get necessary information. My number is 077332451 please call me when you are in the hospital , thank you!

33. E. Telephone –Using • Don’ts • Ask who is speaking • Leave the line open • Unattainable promises • Eat drink or chew • Lose your temper • Rude on termination like Slamming the phone

34. E. Telephone –Reviewing • Self recording • Group recording • Routine checks • Listen carefully • Tone , words used, start & end , greetings • Tone of the reviver • How could you do it better ? • Follow the protocol • Continuous improvement

35. Communication with patients

36. How to communicate with different types of personalities

37. Basic Dining Etiquette

38. Instructions • Sit down and claim your property • Never do anything until the host does it first • Your plate is in the center • Knives and spoons are on your right • Forks and napkin on the left • Liquids go to your right • Solids go on your left

39. Use your utensils correctly • Use your utensils from the outside in • If you are not sure what to do, wait and see what your neighbor does • Never let any utensils, once used, ever touch the table again • Do not put the entire soup spoon in your mouth

40. Eat Properly • Posture • Passing • Salt and pepper • “Embarrassing” moments

41. If you spill something, don’t make a big deal of it • If you are not sure whether or not you can eat something with your fingers, just use a utensil

42. Don’ts • Don’t grab food • Don’t talk with your moth full • Chew with your mouth closed and no noise • Excuse yourself if you get up to go somewhere • Don’t pick something out of your teeth • Don’t leave lipstick smears on anything

43. Thank You !Have a Nice Day!