2. Image Projection Factors –Appearance –Helpfulness –Efficiency –Warmth

3. Appearance How do you Look ? PoisedUntidy ElegantHassled with Confidentno style Charming How do you talk ? SoftlyLoud & strident

4. Appearance How does your office look ? Clean & unclutteredUntidy, disorganized Room well paintedPealing Plasters Well litHanging Wires Drinking water Fused tube light Clean GlassChipped cups

5. Helpfulness Do you know ? Which dept does whatI’ll just find out Where it is situatedPls ask someone else Who’s in chargeSorry I am new / busy When you give directions ? Do you include landmarksTurn right, left & right

6. Warmth  Do you Smile ?  Do you look him in the eye while talking?  Do you use customers last name?  Use soft & clear voice  Use your voice with feeling

7. Efficient  Do you attend the call immediately?  Is your work space neat & compactly arranged?  Are your reports free from errors before submitting to your boss?  During slack time do you think of “sort out” areas?

8. To keep yourself clean, neat & tidy in appearance. Grooming

9. Hair Nails Ornaments Footwear Uniform Grooming Standards

10. What are the grooming standard for hair for men? Not fall on forehead, touch ears or collars, neatly combed, not oily or permed, conservative hair style. Grooming Standards

11. What are the grooming standard for hair for men? Moustaches Neatly trimmed Should not cover upper lip. Grooming Standards

12. What are the grooming standard for men? Face Clean shaved Sideburns Beards Grooming Standards

13. HAIR SHORT Trimmed regularly SHOULDER LENGTH Trimmed regularly. Neatly pinned to keep away from face. Grooming Standards for Ladies

14. HAIR LONGER THAN SHOULDER LENGTH Cut to even length Straight Tied up at the centre of the nape. Bun secured at the back of the head or above the nape with a black net. Grooming Standards for Ladies

15. HAIR Always neatly combed, in place. Do not use coloured/plastic bands. Clean, non greasy, free of oil and dandruff. Ponytail, braid not longer than 9” Keep permed/curly hair neat & restrained. Grooming Standards for Ladies

16. NAILS Trimmed and well maintained Neatly cut, clean and dirt free, No nicotine, carbon, ink stains. Grooming Standards

17. FINGER NAILS Well Maintained and clean. Neatly cut, shaped & clean. No excessively long nails. Only light & neutral coloured nail polish. Cover entire nails, with no gaps or cracks.

18. Grooming Standards TOE NAILS Well Maintained and clean. Nail Polish should match finger nail polish. Not cracked.

19. ORNAMENTS Only one simple ring, on any one hand. No fancy bracelets or bands. (Except for religious reasons). Grooming Standards

20. ORNAMENTS WATCHES Conservative, not flashy, or too large Leather Strap Black, Brown or Tan Metallic Strap Gold or silver Grooming Standards

21. OTHER JEWELLARY Earrings Only one set of earrings Not dangling or flashy or large. Bangles Two thin bangles, gold or silver.

22. Grooming Standards OTHER JEWELLARY Chain One, thin, gold or silver chain. Nose stud Only a small nose stud.

23. FOOTWEAR Well maintained, well polished, in good repair NO loafers What colour ? black. Grooming Standards

24. FOOTWEAR SOCKS ? No pattern. Odourless & clean Elastic intact. Grooming Standards

25. FOOTWEAR for ladies Closed shoes or sandals, well polished & in good repair, black or brown leather, no flat shoes. Grooming Standards

26. Remember Shoes are the reflectors of your grooming & hygiene

27. MAKE UP Simple and basic Foundation Use foundation to avoid oily look Lipstick Matte finish, sober, match uniform colour Grooming Standards

28. MAKE UP Simple and basic Eye Shadow Subtle & not excessive Eyeliner Thin, straight, applied neatly. Grooming Standards

29. UNIFORM Immaculate, Spotless, well ironed, no unnecessary creases Appear fresh, not faded, Perfect fit, No loose threads or broken buttons Cuffs and collars clean and stain free. Grooming Standards

30. UNIFORM BELTS Not cracked or dull Simple, non flashy buckle Not more than 1.5” wide. Grooming Standards

31. UNIFORM Always wear a vest. Name tags to be shining and visible. Pen, keys and pagers should not be visible. Grooming Standards

32. Remember “Your clothes are conveying messages about you.” They say whether you have good sense and taste They say you have self respect & respect for those you deal with

33. Personal Hygiene Body Bathe everyday, without fail, before coming on shift Scrubbing your skin completely is the surest way to get rid of body odor.

34. Personal Hygiene Deodorants & powders are advisable than perfume. Any type of smell which stands out is unacceptable. Body

35. Personal Hygiene Hair Hair must be trimmed and clean all the times Hair must not touch the face Hair must not be greasy or oily Use Shampoo everyday.

36. Personal Hygiene Teeth Brush your teeth immediately before coming to duty Do not eat onion, garlic or smoke before shift. If you smoke, use mouthwash Bad breath breaks business deals, relationships.

37. Volatile Sulphur compounds known as VSC are the byproduct of the bacteria found in the mouth. Tongue bacteria increases the mouth odour. Look for toothpaste that contain stabilized chlorine dioxide, silica or zinc. Personal Hygiene Teeth

38. A healthy body & Clean mouth produce fresh breath Personal Hygiene

39. Brush your teeth & gums with chlorine dioxide toothpaste. Scrape your tongue daily. Drink plenty of water or mint lemon water. Avoid alcoholic or drinks that contain caffeine as they dry your mouth. Eat fresh breath herbs like parsley, dill, basil or peppermint. Tips for Fresh Breath

40. Personal Hygiene Face Males should shave everyday, before coming to shift Moustache, if kept must be neatly trimmed in such a way that the upper lips are clearly visible. Do not use strong after-shave

41. Personal Hygiene Face

42. Personal Hygiene Face Ladies should wear only light make-up. Do not use heavy perfumes Use Cold cream for dry face.

43. Personal Hygiene Hands Always wash hands with soap, before coming on shift Keep your nails short and clean

44. Personal Hygiene Hands Hands must always be clean, free of any stains and skin breaks Always wash hands with soap, immediately after using toilets, eating, smoking or handling refuse

45. Personal Hygiene Uniform Uniform should always be clean, laundered and ironed Change uniform whenever it is soiled Change socks and undergarments everyday Always carry a clean handkerchief, and change it daily Uniform must be worn only on duty and not for personal use

46. Personal Hygiene Feet Feet must be washed regularly and toenail kept trimmed

47. Personal Hygiene Shoes Wear comfortable closed toed shoes. Do not wear high heeled or open toed shoes Air your shoes regularly. Use socks that absorb moisture Buy socks with a percentage of cotton & a low nylon content. Use talcum powder or a medicated powder between the toes

48. Personal Hygiene General Sufficient sleep, adequate and healthy food and regular exercise will keep you healthy You should always look alert and attentive on duty Do not bite your nails Do not run your hands through your hair Do not touch your nose, ears or rub your eyes

49. Personal Hygiene General Always cover your mouth with a handkerchief, while coughing or sneezing Do not scratch your face Do not chew gum

50. Cuts and burns must be covered with correct water proof dressing Personal Hygiene Burns Cuts

51. Personal Hygiene Illness Do not report for work if you suffer from: Fever Diarrhea Upset stomach, nausea or vomiting Sore throat or sinus infection Coughing or sneezing Dizziness Conjunctivitis