1. Creating a lasting impression
GETTING IT RIGHT –
THE FIRST TIME

2. Today Why a first impression is so important?
Five areas of the first impression
Speech
Presentation
Eye Contact
Courtesy
Competence

3. Why a 1st impression is so vital
15 seconds to create a first impression
First impressions last
Difficult to change
Reflects the business
Reflects you
Sets the scene for future interaction

4. Five areas To create a great impression – use “S.P.E.C.C”: Speech
Presentation
Eye contact
Courtesy
Competence

5. Speech Two important areas: What we say – our knowledge
How we say it
What we say – our knowledge
How we say it – our feelings

6. What we say Create a great first impression by:
Selecting words to suit your client
Using plain English
Selecting words to suit the occasion
Being clear, concise and specific
Avoiding inappropriate language

7. How we say it Create a great first impression by:
Keeping tone consistent with the message
Using a pace appropriate to our client
Making sure our body language matches what we say

8. Presentation Three important areas: Personal presentation
Personal hygiene
The way we present our work

9. Personal presentation
Refers to:
Our dress
Our general turnout
Create a great first impression by:
Following the dress code
Being neat
Dressing appropriately
Dressing to convey professionalism

10. Personal hygiene Refers to the way we maintain ourselves
Create a great first impression by:
Ensuring clothes are neat and clean
Maintaining good levels of hygiene

11. Presenting work The way we present work creates an impression
Create a great first impression by:
Being neat and tidy
Avoiding cross outs and errors
Double checking for mistakes
Writing legibly

12. Eye contact Eye contact vital for a positive first impression
Conveys openness and trust
Create a great first impression by:
Looking your client in the eye
Not staring
Not looking over or behind the client

13. Courtesy Manners matter Create a great first impression by:
Shaking their hand on greeting
Being polite
Not swearing or being inappropriate
Using the client’s name
Remembering basic courtesies

14. Competence
Refers to how you demonstrate your professionalism and knowledge
Create a great first impression by:
Being on time (starting and finishing)
Being organised
Asking and answering questions
Not interrupting
Taking notes
Explaining clearly and concisely

15. Summary You have just 15 seconds! First impressions last
Come up to S.P.E.C.C.