CHAPTER 1-The BASICS-Assignment 1 The Basics KEY POINTS STEP 1: First Impressions Matter People see you first, hear you second Wear appropriate clothing for the type of work you do Make sure you are well groomed Maintain a relaxed and open demeanor STEP 2: Courtesy Counts Say please, thank you, and youre welcome Say excuse me and I'm sorry Use sir and ma'am Use a person's name when you know it Use yes, rather than yeah Say it with a smile 10 Marks STEP 3: Attitude Is Everything Attitude is everything good or bad Appreciate the good in yourself and in others Believe in yourself Believe you can make a difference Keep an open mind; do not stereotype people STEP 4: Doing the Right Thing: Ethical Issues Always be honest Do the right thing Do what you say you will when you say you will Be accountable for your actions The Basics PRACTICE LESSON STEP 1: First Impressions Matter Write down some things you can do to make a good first impression. STEP 2: Courtesy Counts Write some statements you can say to your customers that incorporate basic courtesies. STEP 3: Attitude Is Everything What are some things you can do to present a great attitude? STEP 4: Doing the Right Thing: Ethical Issues Think of a situation in which a customer asks you to do something un- ethical. Briefly describe the situation and your response to the customer. CIL 2 Effective Communication PRACTICE LESSON STEP 1: Saying What You Mean and Meaning What You Say Make a list of words and phrases you will incorporate into your vocabulary STEP 2: What You Don't Say: Nonverbal Communication Write examples of what you will do to improve your nonverbal com- munication. STEP 3: Putting Words Together: Grammar Usage Think about your grammar and list some things you can do to improve it. STEP 4: Asking the Correct Questions and Answering the Ques- tions Correctly Think about your typical customer contacts and write examples of open and closed questions you will use.