Personality Development

Ms.Manisha GunasekeraAsst.Registrar/ Head of the Occupational Skills Dept.

B.A (English), University of PeradeniyaTrained at British Council to teach IELTS

Reading for Post Graduate Diploma in International Relations

What is Personality ?

• Personality makes humans

different from each other

• Everything what you are

and how you do things

• It is the way you dress, walk

and talk

• Smart or not

Definition of Personality

• The deeply ingrained and relatively enduring patterns of thought, feeling and behavior

• What is unique about an individual• The characteristics that make the individuals

stand out

Determinants of Personality

• Heredity

- Factors that were determined at conception- Physical structure, facial attractiveness,

gender, temperament etc.- Influenced by who your parents were

• Environment

Environmental factors that exert pressure on our personality formation are:

-the culture in which we are raised-early conditioning-norms among our family-friends & social groups-other influences

• Situation

- An individual’s personality although generally stable, does change in different situations

How to work with different personality types

Attributes of a Good Personality

Who has a Good Personality ?

• Easy to move with

• Fun to be with

• Interesting

• Appraised by the others

• Self motivated

• Value for every moment

Who has a Superior Personality ?

• Pleasing

• Pleasant

• Persuasive

Everything about Superior Personality

1. Posture

2. Clothing

3. Figure

4. Self-confidence

5. Behavior

6. Smiling

7. Communication

1. Posture

• Your body speaks on behalf of you

• Act like at Unique Person

• The method – Hold your head and chest high

– Keep your spine straight

– Legs straight, together

– Arms, hands either side

– Sit on the 45 degree, legs together

– No scratching , break dance

– How to sneeze, cough

– Walk straight ,arm movement

2. Clothing

• Appropriate Attire

– Lounge / Office

– Smart Casual

– Casual

• Color

• Clean

• Ironed

• Attractive

3. Figure

• Height

• Weight

• Face

• Hair

• Nails

• Smell

4. Self Confidence

• Knowing what and when to do

• Getting along without feeling superior or inferior

• Knowing your abilities and limitations

• Actions – How to greet

– Hand shake

– Thanking

– Conclusion

5. Behavior

• Positive

– Aggressive

– Slow

• Negative

– Aggressive

– Slow

• Neutral

6.Smiling

• Human is the only animal who

can smile

• Need not to train to smile

because it is the programmed

behavior

• We are born with a smile, babies

can smile as much as 02 days

• It is easier to smile than frown,

since it uses 06 muscles instead

18

How to Improve Smiling

• Put up sign boards

– Beware! “You are now entering in to a highly infectious area of

smiling”

– Human is the only living thing in the whole world that can smile. “

Are you human”

– “Live long without an additional cost , smile throughout the life

time”

– Smiling is the best infection in the world so spread it fast

7. Communication

Ship & the Sailor

What is Effective Communication?

• “Sending a message that is

well understood by the receiver,

as intended by the sender”

Principles of Communication

A. Active listening

B. Words

C. Tone

D. Non Verbal

E. Telephone

A. Active Listening

• Eye contact

• Don’t disturb the flow

• Show interest with appropriate facial movements

• Paraphrase; make sounds of understanding &

encouragement

B. Words

• Language

• Clear

• Simple

• Suitable

• Good words

• Bad words

C. Tone

• “Full option”

– Caring

– Confident

– Authoritative

– Suitable

D. Non Verbal

– Presentation

– Posture

– Eye contact

– Breathing

– Associated movement

E. Telephone

• Most important equipment

– for the life of an organization as air to humans.

• Most sensitive equipment

– Can break or make the organization in seconds

• Mostly used equipment

– More situations

• Needs continues improvement

– New technology

E. Telephone

• Preparation

• Using

• Review

E. Telephone – Preparation

• Equipment

– Know your telephone

– Use all the facilities

– Seek for more facilities

• Support Documents

– Note book, Pencil

– Information list people, places,

services

– Emergency numbers

– TP. Protocol

• Before dialing a number

– Have the correct number

– Have the necessary documents in

hand

– Know the name and the designation

of the person

– Importantly how to address him

– Write down the questions you want

to ask

E. Telephone – Using

DOs

– If you answer the phone answer within three rings

– Greet : appropriate time – good day !

– Identify your self – name , designation , institution

– Tell the delays ;” That line is busy sir , could I call You back?”

– Then ask for the person you need to contact

E. Telephone -Using

DOs

– Follow the guideline

– If there is a delay , give your number to contact

– Thank the person

– Use the best tone “ Fairy Nurse to a the devil”

– Always smiling , cheerful face

E. Telephone –Using

“Good day ! This is Government hospital A, Admission unit , I am Nanda , I am

an attendant , May I help you Sir / madam !”

“Yes sir, can you hold on a second please!....Sir she is with a patient & may take

more than15 minutes can I take a message please.”

“ I am extremely sorry sir, according to the hospital policy, we are not allowed

give patient details by Telephone and you can visit the hospital and get

necessary information. My number is 077332451 please call me when you

are in the hospital , thank you!

E. Telephone –Using

• Don’ts

– Ask who is speaking

– Leave the line open

– Unattainable promises

– Eat drink or chew

– Lose your temper

– Rude on termination like Slamming the phone

E. Telephone –Reviewing

• Self recording

• Group recording

• Routine checks

– Listen carefully

• Tone , words used, start & end , greetings

• Tone of the reviver

• How could you do it better ?

– Follow the protocol

– Continuous improvement

Communication with patients

How to communicate with different types of personalities

Basic Dining Etiquette

Instructions

• Sit down and claim your property• Never do anything until the host does it first- Your plate is in the center- Knives and spoons are on your right- Forks and napkin on the left- Liquids go to your right- Solids go on your left

• Use your utensils correctly• Use your utensils from the outside in• If you are not sure what to do, wait and see

what your neighbor does• Never let any utensils, once used, ever touch

the table again• Do not put the entire soup spoon in your

mouth

Eat Properly

• Posture• Passing• Salt and pepper• “Embarrassing” moments

• If you spill something, don’t make a big deal of it

• If you are not sure whether or not you can eat something with your fingers, just use a utensil

Don’ts

• Don’t grab food• Don’t talk with your moth full• Chew with your mouth closed and no noise• Excuse yourself if you get up to go somewhere• Don’t pick something out of your teeth• Don’t leave lipstick smears on anything

Thank You !Have a Nice Day!