Professional-Communication-and-Personality-Excellence (5).pptx

COMMUNICATION

1. Professional Communication & Personality Excellence Presented by: Arvind Bartwal - L&CD by Arvind Bartwal

2. Objective of the Session Improve Communication Enhance daily guest interactions Build Confidence Through practical personality exercises Engage Hands-on activities for skill retention

3. Icebreaker Activity – First Impressions Count! Pair Up Greet each other as if greeting a VIP guest Observe & Share What was impressive? What could be improved?

4. Activity: Communication Bingo Bingo Card Phrases like "Greeted guest by name" Observe Throughout the day Track Tick off behaviors as you notice them

5. Activity: Silent Role Play Give Instructions Using only gestures Guess Message Partner interprets Debrief Discuss body language importance

6. Types of Communication Verbal Speaking with guests Non-verbal Body language, gestures Written Emails, notes, messages

7. Do's & Don'ts Skit Good Communication Create skit showing effective techniques Poor Communication Demonstrate common mistakes Discussion Audience identifies differences and learnings

8. Activity: Telephone Relay Original Message Start with detailed guest request Pass Along Through 5 team members Compare Original vs final message Discuss How distortion happens

9. Barriers to Communication Brainstorm Write down common barriers faced on the job Share Top 3 barriers identified by each team Solve Discuss practical solutions as a team

10. Communication Challenge Wheel Angry Guest De-escalation techniques Language Barrier Cross-cultural communication New Joiner Clear instruction methods Time Pressure Efficient communication

11. Personality Development: What It Means Grooming Professional appearance Attitude Positive guest approach Confidence Self-assured service delivery

12. Self-Reflection Activity Fill out: "3 strengths I have / 3 traits I want to improve" Share with a buddy for feedback

13. 7-Day Hospitality Habit Challenge Smile Genuine greeting Listen actively Without interrupting Compliment Recognize colleague's work

14. Grooming Relay Game 1 Form Teams Divide into equal groups 2 Assemble Checklist Using provided props 3 Race Time-bound competition

15. Activity: Mirror Talk Practice Greetings Rehearse welcome phrases Self-Introduction Clear, confident delivery Focus Areas Voice, posture, smile

16. Confidence Role Play Staff Member Guest Query Feedback Focus Takes turns Common questions Tone 2-3 minutes each Challenging scenarios Confidence Peer observation Unexpected requests Posture

17. Peer Talk Circle Practical Tips Share what worked Honest Reflection Discuss challenges Personal Stories 2-min sharing about overcoming challenges

18. Flashcard Scenarios Draw a flashcard and role play a confident, courteous response Lost Luggage Early Check-in Billing Issues Room Complaints Special Requests

19. Recap & Team Commitment Wall One Takeaway Each person writes key learning Wall Display Create visual reminder Team Photo Capture commitment moment

20. Thank You Confidence and communication make hospitality shine. Open floor for feedback and questions