Ken Stegall & Charlotte Phillips

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

Personal Grooming Appropriate clothes Shoes Make-up

Physical Presentation Good Posture Proximity (personal space)

When speaking Use appropriate tone Use appropriate rate Speak clearly with good grammar

When answering a work phone: Identify location Identify yourself Offer help

Taking a message Answer the 5 Ws (who, what, when, where, why) Is it urgent!? Get the return number

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

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.

What not to say Gossip Insults Complaints/Criticism

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