Creating Positive Impressions

Carol greets new clients but struggles with their name pronunciation. Michael and Wendy are not welcoming, so Carol gives them tips on smiling and positive facial expressions. When the clients complain about Mana’s presentation, Carol agrees and puts her down then coaches her - all in front of the important clients. They are unimpressed and leave.

Carol is showing some important clients through the office and notices that team members Michael and Wendy are being cold and unwelcoming. Mana comes to greet these clients as Carol struggles with the pronunciation of names. Mana gives a vague explanation of what the clients will be doing. Carol takes an opportunity to school Wendy on her greeting skills and Michael on the lack of warmth in his facial expressions and body language. Mana leaves the clients unfulfilled while Carol admonishes her in front of these important people at the same time giving her tips to improve. Meanwhile the clients are embarrassed and leave as Mana and Carol argue in front of them.

Key Learning Points

Joke about lack of professionalism in others. But don’t forget to look in the mirror.

• Don’t ignore people INSTEAD: Make everyone welcome
• Don’t be vague INSTEAD: Demonstrate expertise
• Don’t behave rudely INSTEAD: Always be professional
• Don’t miss opportunities INSTEAD: Build ongoing relationships

Interactive eLearning course

This video program is also available as a short stimulating eLearning course with interactive learning modules, recap activities, inline video and quiz assessments, designed to engage learners and build skills.