Business Skills

Direct Entry Scheme to Polytechnic Programme (DPP) Business Skills:

• This is a preparatory course, designed to enrich, provide experience, and encourage embracing business skills.
• First edition was released in January 2014
• A project brought to you by ITE College West School of Business & Services.
• Compiled by Lifeskills Department in School of Business & Services

iDe'Lite (interactive Diagnostic Evaluation for Learning @ITE)

• This is a PC-based video evaluation program.
• It allows learners to annotate their video performances and critique their own or others' work.
• It enhances teaching and learning across skill-based programs, like Customer Service Training Programs in ITE Colleges and training for Front-line Counter Service Personnel in administrative and support roles.
• It's effective in trainer-centered, collaborative, and self-directed learning for evaluating captured videos or real-time performances in realistic or role-played environments.
• The iDe'Lite Resource Portal, can be accessed through the ITE Student Portal via ITE Homepage, is a repository for videos annotated using the iDe'Lite program, offering free viewing for educational reasons.
• Besides Customer Service, it may also be applied for selling skills, communication and presentation skills, workshop or lab‐based procedural skills, performance arts and sports

Unit 1: Personal Hygiene and Grooming

• Focuses on the importance of practicing good personal hygiene and grooming.
• Students should be able to practice good personal hygiene and grooming.
• Students will learn to explain the importance of first impressions, maintain personal hygiene, maintain personal grooming, and plan wardrobes for interviews and everyday work.

Importance of a Good First Impression

• "There are few times in your life when it isn’t too melodramatic to say that your destiny hangs on the impression you make.” – Barbara Walters
• Impression encompasses one's visual appearance and sound, significantly impacting how one is evaluated.
• People are assessed based on visual (appearance), vocal (voice), and verbal (what you say) cues.
• Visual cues include grooming, posture, and manners.
• Vocal cues involve a pleasing, positive, and clear voice without being rushed or aggressive.
• Verbal cues stress positive speaking and strong listening skills in initial interactions.
• An impression is made quickly with intuition in a few seconds.
• It's difficult to overcome the "gut feeling" from the first impression
• It is worth giving each new encounter your best effort.

Importance of first impression

• An impression is made quickly with intuition.
• You have just a few seconds to make a good first impression and it is almost impossible ever to change it.
• Therefore, it is difficult to overcome the "gut feeling" the person may have from the first impression, so give each encounter your best shot.
• A little extra thought and preparation, can polish your intuitive style and make every first impression not just good but great.

Maintaining Personal Hygiene

• Maintaining a high level of personal hygiene is essential for increasing self-esteem and shaping a positive attitude.
• Oral hygiene prevents bad breath through regular brushing, flossing, and the use of mints.
• Body odour is prevented by using deodorant or antiperspirant.
• Feet odour can be avoided using foot deodorant and wearing clean socks and shoes.
• Hair needs to be washed regularly, especially after outdoor activities or exercising, to remove dandruff.
• Facial hair needs to be washed and trimmed regularly.
• Skin needs to be kept clean using appropriate skincare products and antibacterial soap.
• Hands should be regularly washed to ensure cleanliness as professionals often shake hands.
• Nails should be kept clean, trimmed, and protected to prevent infections and maintain a healthy appearance.
• Footwear should be kept neat and clean at all times
• Clothing worn needs to be neat and clean

Maintaining personal grooming

• Personal grooming makes one look neat and attractive, influencing how others judge abilities and skills based on appearance.
• "There are few times in your life when it isn’t too melodramatic to say that your destiny hangs on the impression you make.” – Barbara Walters
• When thinking about hairstyle consider keeping it simple and easy to manage - should suit you.
• Consider hairstyles based on your face shape:
  • Most hairstyles suit oval faces.
  • Styles with loose curls soften angular jaws for square faces and styles should have short layers and to swing forward
  • Styles with a wide and low side part work well well with long faces
  • Hairstyles at chin length and with volume through curls work well with Heart Face Shape
  • Pear Face Shapes work best with hair brushed away from the face to widen the forehead
  • Round Faces shapes should part hair in the centre to create length and avoid sleek-backed hairstyle
• Scents are used to evoke emotions and portray desired images.
• Rose scents convey femininity and romance.
• Vanilla scents suggest sweetness and innocence.
• Lemon scents come across as fresh and vibrant and Spice scents can communicate maturity.
• When it comes to different types of scents:
  • Parfum has 18%-30% perfume oils, lasting 10-15 hours
  • EDP has 8%-18% lasting 8-10 hours, and EDT has 4%-8%, lasting 6-8 hours.
  • Perfume Mists contain 1%-3% and moisturize the skin but don't last long.
• Makeup enhances natural features and adds colour.
• Applying makeup is important and should be a basic forms of basic courtesy in a business context.

Attire

• Ties are necessary for business clothing, especially at interviews.
• Windsor knots are for spread shirt collars, producing the thickest knot and works best with silk ties
• The four-in-hand knots are for narrow shirt collars and works best with heavier and thicker tie fabrics.
• Half-Windsor’s are for standard spread collars and look good on most men

Posture

• Good posture is key for presenting yourself well and exuding confidence.
• Stand straight with shoulders back and head up, creating confidence, this is called Standing Posture.
• Sitting Posture: Sit straight with legs crossed or together.
• Walking Posture: Walk confidently with eyes forward

Plan your wardrobe

• Dressing appropriately shows respect and increases self-confidence.
• Traditional business suits are a safe choice for job interviews, but attire should reflect the industry requirements and the job.
• Important things for your outfit includes it's well ironed, and to avoid wearing anything new to avoid discomfort.
• When it comes to men Attire should be a long sleeve business shirt, tie, pants, business socks and shoes. Avoid: sandals, low socks and loud colors.
• With women the attire is a long sleeve blouse, knee length skirt or pants, covered shoes and stockings. Avoid: sandals, cartoon character on attire and loud colors.
• When preparing for interviews, Men should, have their hair cut, cut down on cologne, and wear limited earrings and facial piercings. Dress shirts and jewelry are very important.
• When preparing for interviews, women should, wear clear pantyhose and light jewelry. Wear a conservative light blouse and limit perfume. Dress shoes are closed-toe with shorter or no heels.

Everyday Work

• Dressing for everyday work, you should avoid dirty or torn clothes and shirts. You should also avoid shirts and clothing with offensive words or lingerie.
• Review the dress code withHR and choose the appropriate attire.

Unit 2: Business Etiquette

• Students should be able to demonstrate etiquette in a business setting.
• Students explain the importance of etiquette, manage introductions, discuss verbal, discuss global etiquette.

Importance of Business Etiquette

• Etiquette are the procedures for proper behavior in social and official life.
• Business Etiquette is good manners in business settings, essential for young professionals to build trust and make good first impressions.
• You should speak clearly when making introductions and close it with the saying 'It was nice to have met you'.
• When it comes to Salutations Mr is for when addressing men. Mrs is for when addressing married women and Ms for whose marital status is unknown or single.
• Young girls under 18 can be addressed as Miss. Always use titles such as Ambassador, Governor, Minister, Judge, General or Doctor even when retired.

Rules:

• Never use first name to call someone.
• Make a brief introduction
• Always close the introduction with something like 'it was nice to have met you'

Introductions

• A man is introduced to a women
• Juniors are introduced to seniors regardless of age or sex
• Clients take precedence

Managing Introductions and Handshakes

• The goal is to provide people with general information to carry on a conversation.
• When introducing a Junior to a Senior- address the senior first. For example, "Joan Sim, I'd like to introduce Alex Gan. He is our new accounting coordinator"
• When introducing a Client to your boss - address the client first. For example, 'Ms Lee, I’d like to introduce Mr Tom Ng, the Vice President of Yummy Drinks.’
• When introducing Two People of Equal Rank, the guest will take precedence. For example, ‘Charles Timothy, I’d like to introduce Sean Chu, who works here with me in the Singapore office. Sean, Charles is a technician of our US office.’
• To Introduce several People in a Group, address one person and Follow hierarchy to welcome the newcomer. For Example, ‘Mr Newcomer, it is good to see you. I would like to introduce my colleagues from ITE: Jan Lim, Jim Tay and Janice De Souza. This is Mr Newcomer, owner of Beyond 21.’

Handshakes need to be firm with contact of the palms

• Shake hands when greeting or leaving, host first.
• A proper handshake includes extending your hand, gripping palm-to-palm, and shaking a few times.
• Avoid knuckle grinding etc. Avoid sweaty palms etc.
• When giving a handshake, stand tall.

Etiquette in Verbal and Non-Verbal Communication

• Verbal Communication - A way for people to communicate face-to-face.
• The ability to draw people into conversations making them feel comfortable is a valued skill. Thus, it is important to develop good speaking and listening skills.
• Thus you must maintain your Do's and Don'ts when speaking.
  • Do's: Use body posture, compliment etc.
  • Don't's: Ask personal questions of Religion, Sex etc
• When you can, attend and speak better from directions and write answers to questions.

Non-Verbal Communication

• Nonverbal communication involves facial expressions, gestures, and posture.
• During a communication process, messages are transmitted through 7% words, 38% tone of voice and 55% body language
• Types of body language range from facial expression, eye contact and gestures to posture and proximity
• When giving non-verbal communication should watch your posture.

Facial Expression

• Facial expressions are involuntary and can be controlled to develop a 'poker' face
• Lips apart, both edges raised, teeth showing : natural laughter and enjoyment
• Puckered mouth or eyebrows : in consideration or in thoughts
• Lips closed, mouth pulled down at corners, chin pulled up : signalling regret or seriousness

Gestures

• They can range from Hand raised to stop, hand clenched into fist and hand clenched with thumb up
• Gestures are visible bodily actions used to emphasize feelings and thoughts.
• Gestures used in moderation can come across as engaged, enthusiastic and committed to a topic.

Eye Contact

• Eye contact builds trust and rapport while talking
• When talking should make eye contact as no focus on one person

Personal Space

• All people have feelings of safety and calm relating to their personal space. However, strangers can often disrupt this zone and cause discomfort.
• Sensitivity and respect to other peoples' need for personal space also depends on your personal awareness, cultural difference, personal comfort zone and type of relationship

Global Business Etiquette

• Proper etiquette are a must if you are doing business outside the country.
• Showing you has made an effort to learn about their country and lifestyle makes a favorable impression.
• When it comes to Business Cards you should treat it with respect, look at the card and acknowledge it.
• Dining etiquette is of table manners, research the local customs before going abroad.
• The correct attire should be professional and conservative, but match the others.
• When shaking hands, try and adapt to the country.
  • Quick , single up and down pump in France
  • Main form of greetings for Australia and New Zealand
  • Little eye contact in Japan
  • Greeting is Bowing for Japan
  • Shake hands amongst in the Chinese for Malaysia
  • Plus a slight nod with handshake for Indonesia

Unit 3: Work Attitude

• Students understand what attitudes are and learn to get them and to develop a positive attitude at work.
• Students will learn to discuss the importance of good attitude, see a good positive outlook effects, learn about 7 Habits of Highly Effective People, and discuss climbing the corporate ladder.

Importance of Work Attitudes

• Attitudes reflect opinions and beliefs, while work attitudes relate to how one feels about their job and approach towards work.
• You want people who want to do work and not bored ones.

Displaying a Positive Attitude in the Workplace

• To show good work attitude, have an enthusiasm for the job and think about how work benefits others.
• Think about lessons learned even if your job is not what you expected
• Focus on positive aspects and if you are bored you should try not to show it.
• Always listen caefully when you're being tol and understand something smile and be friendly.

What does good work attitude looks like?

• It Looks like being Enthusiastic
• It Looks like Thinking about lessons
• It Looks like being Smiling face

Good Attitude and Career Success

• In the working field, your attitude makes a difference
• Building and maintaining healthy relationships among superiors and co-workers is the key to success.
• A positive attitude will expand your network so superiors and co-workers will tend to be more open to you.
• Attitude is expressed before you say a word.
• If you are cheerful and upbeat, your attitude acts like a magnet.

7 Habits of Highly Effective People

• Be Proactive: To be successful in your career, you won't get anywhere by doing nothing.
• Begin with the End In Mind: To be successful, set all the steps.
• First things first: Prioritize your needs at your job.
• Think Win-Win - Belief in the Third Alternative
• Seek First to Understand - Then to be Understood- Understand the situation before determining.
• Synergise: Always choose diverse teams that work well.
• Sharpen the Saw: Always want to improve your knowledge.

CHAMPION: COURTESY

• Try a Little Kindness and show your courtesy and help. Be kind and show words like please and thank you

7 CHAMPIONS to focus on:

• Courtesy - Be courteous and show words like please and thank you
• Humility - Be sincere
• Pro-Active Finish work early
• Make Things Happen
• Integrity and Honesty Tell the truth
• Be Punctual Be on time
• Professional You need to have a professional working attitude

Unit 4: Customer Service

• Explain the purpose and importance of customer service, the benefits to the company and employees, distinguish between internal and external customers, discuss verbal and written communication, explain good and poor outcomes and deal with any issues.

Purpose of Customer Service:

• To identify and satisfy customers needs.
• Customer Service helps make your business a success, literally making or break it.
• You should make existing customers return to make business.
• You need to keep having good customer service to satisfy new customers.
• It costs at least FIVE times as much to win a new customer in finances.

Important benefits with customer service

• repeat sales occur over time.
• If there are a ton of customers it leads to good reputation.
• The work field is a better experience and helps morale.
• Create niche by providing excellent customer service.

Internal and External Customers

• External customers are people you think about. Always try and contact, assist and ask about things that should be done. They help ensure good quality service.
• Internal customs are people and employees whom will use services and products, who reside in the same company.
• Internal customs are To good working environment and the correct resources to work with. and have training.

Verbal And Non-Verbal Communication Skills

• You need to be successful in the customer service industry, and show a form of respect.

• All 6 Cs are very important.

• Customers Need You. You Need To Choose Them With Careful Impression and Give Impression You are Caring About Them.

• Customer service is all about perception

• 6 Cs For Information: Clear, Concise, Correct, Complete, Courteous and Concrete. Have script and look to assist their queries. avoid the terms slang

• Speak steadily and try speak in a steady pace.

• Tone is most important factor in verbal communication

• Verbal communication are you saying the correct and direct word to help customer

• Non verbally should be listening for a understanding.

• Positive are when have brief eye contact and eyes open

• Negative are be yawning

Good and Poor Service

• "GOING THE EXTRA MILE: GIVING MORE AND A BETTER SERVICE THAN WHAT IS EXPECTED OF YOU! And doing it with a pleasing positive attitude!"
• To do better customer service, your company needs to remain practical.
• You are looking to help customers to remain practical.
• People dont care how much you know, (or what you sell, or what type of service you provide) until they know how much you care!
• If something goes wrong, listen, apologize, and then ask what you can do to make it right.

10 phrases

• "Yes" - Becoming a yes person
• "Thank you" - Being great-full
• "Glad you're here" - People who are happy feel more welcome.
• "How did we do?" - Great feedback
• "How may I serve you?" - Be respectful and want to help
• "What is most convenient for you?" - be pleasant.
• "What else I can do for you?" - be prepared
• "I'm not sure, but I will find out." Do what you can to be amazing.
• “Thank you for your business. Please come back again.” Be more loyal and try keep old workers more loyal.
• ' I apologize for our mistake. Let me make it right'

Poor Customer Service:

• The team is not qualified
• Workers dont Care
• Not giving correct answers
• Not seeing the issues in the company
• Personal issues at work
• Employees dont believe company or its product

Managing Unhappy Customers

• It doesn't matter if customers are right or wrong. They need to air their complaint:

• "Your attitude is contagious. If you hold a friendly space for customers to vent their anger, they will calm down more quickly and you will feel more in control and professional."

• To fight fire with friendliness. These are keys to happy workers.

• Show empathy that you understand their situation. “I'm sorry.”

• Encourage venting to help them get rid of their anger. “Please tell me what happened.”

• Stay objective and don't take it personally. “I can understand how you would feel that way.”

• Remain calm to the situation by remaining peaceful. "I believe we can resolve this."

• Listen attentively and show you are listening. “Aha, yes, I see.”

• Take responsibility and show urgency. “I will make sure this problem is resolved as soon as possible."

• Involve the customer in the solution. “How would you like this handled?"

• Give added value. “Another way we can help to resolve this situation is …”

• Provide an action plan. “This is what I propose to do …”

• Involve your management. “I will make management aware of this problem.”

• Or use the term LEAP focus on handling customers LEAP - handling their concerns EMPATHIZE - imagine yourself in their shoes ACKNOWLEDGE - tell them you understand PAMPER, is to try assist to ensure everything is great

Appendix 1 - Joanne Peh and Nando's:

• In June 2011, Joanne Peh stormed out of the Nando's Restaurant in Tanglin Mall over a fee that was charged for warm water, the staff clapping and the manager getting involved
• It was a corporate decision by the restaurant to charge for water and that is often replaced with Bottled water and tea
• Peh suggested her problem could be Internal, suggesting the business is unorganised and the service staff needing additional training

Unit 5: Team Building

• Students will learn about the experience of the team work and how to develop one.
• Students explain how to give team building, and how to develop ones spirit.

TWELVE Cs FOR TEAM BUILDING

• Leaders have given team member's to their performance for the team. Does the team understand.
• Do team understand if they are joining on the team and how to go with it.
• Do team want to take part of team
• You need to have the best workers joining in.
• Has team taken its assigned area with others?
• Has team taken its assigned area with others?
• Does the team work have clear of responsibility and need accomplish in them.
• Does the team respect the team in the meetings
• Is it a team or group process between teams.
• How do team members give feedback ? Does work take creative thinking and people make good works- Creative Innovation for team work
• Consequence to feel responsible for team work ?
• If you have great COordination with central support
• Have Culture Chance

TEAM BUILDING ACTIVITIES

• Is it a team or group process between teams.
• How do team members give feedback that are clear and honest
• Creative Innovation. How does the team value creative thinking and unique solutions, people should take a a reasonable risk to make improvements.
• What are the Consequence's are rewards and recognition supplied when teams are successful?
• If you have great COordination with central support, can you obtain help do you need for success
• Does it have Cultural Change. do teams recognize that there is a need for culture change if teams are supproted and change climate'
• A group with activities and challenges for how it works

Additional Team Building Actions

• Is it a team or group process between teams.
• How do team members give feedback ? Does work take creative thinking and people make good works
• Creative Innovation for team work
• Consequence to feel responsible for team work ?
• If you have great COordination with central support
• Have Culture Chance
• A group with activities and challenges for how it works

The Great Egg Drop

• The point as a group is protect the drop with Straws.
• Use the mask tape
• Small groups must come up with an egg package that can dropped
• You will have to make it sustainable from an 8 ft drop.

All Aboard!

• It is good to have a activity from all workers.
• Use the material like rope or tarp to make it easier for workers to come in the group
• Have the workers warm up before. This activity requires workers to be side each other together
• Its can emphasize group communication and coorperation Obviously workers need to feel side beside or support each other.
• For saftey reasons workers need to removed jewelry or watch.

Create Your Own Team Building Activity

• You will all have to help in program
• Take groups into smaller for works.
• You will all will have come with idea for small groups.
• Help with workers if are struggling or need help.
• Do not copy this with activity for get out of the assignment
• Use communication, and give goal-setting, planning, coorperation
• To be challenging the exercise is best performed late in the program
• Activity Requires all elements of teamwork with creativity.
• The facilitator needs yo encourage people and help support