2. Ken Stegall & Charlotte Phillips

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

4. Personal Grooming Appropriate clothes Shoes Make-up

5. Physical Presentation Good Posture Proximity (personal space)

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

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

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

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

10. 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.

11. What not to say Gossip Insults Complaints/Criticism

12. 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