1. Personality Development
Lecture Compilation
1

2. CHAPTER 1
Personality and its Components:
Personality – as the sum total of qualities and characteristics of a person as shown in her manner
of walking, talking, dressing, attitudes, interest and ways of reacting to other people.
It refers to all the factors within the person that influence characteristic ways of behaving, thinking,
and feeling. It is your image to others
1. Physical – this includes the mode of dressing, manner of walking, posture, body build, health,
complexion and facial expression.
2. Intellectual – How a person talks and what she talks about.
3. Social – Good manners, and etiquette are included in this aspect. To do the right thing at the
right time, to get along well with others.
4. Emotional – this component includes a person’s likes and dislikes whether she is outgoing or
shy, calm or nervous, temperamental or cool.
5. 5. Value System – Includes a person’s attitudes, values, beliefs and philosophy in life. This aspect
is referred to as CHARACTER. It is shown in the way we judge our action and the actions of
others are right or wrong.
ACTIVITY:
Bring a mirror
1. In their notebooks, they need to asses themselves based on their physical ( skin, hair, teeth,
nails, clothes, shoes, accessory, body build, facial expression.
2. Intellectual (study habits, reading skills and comprehension, English and Tagalog communication
skills, focus on studying, goals in the future as a professional)
3. Social (how often do they smile, how they communicate to others – do they prefer listening or
talking?
4. Emotional – how they manage problems and concerns. Kinds of activities they want to do
(staying at home, going out with friends, or engaging in sports activities)
5. Experiences – What was their childhood like? Their memories on their childhood.
I. PERSONALITY DIFFERENCES:
1. Heredity – This comes from the person’s genes and chromosomes which he inherits from his
forefathers and parents.
2. Environment – This consist of family, school, church, neighbourhood, social groups with whom a
person interacts from the beginning.
3. Experiences – Consist of everything that we do or get in touch with, everywhere we got in short,
everything that we are exposed to (physical, emotional, social) experiences.
2

3. II. Techniques in Improving Personality:
1. One must realize that improvement is needed
2. Have a strong motive or desire to improve.
3. Take an inventory or make a checklist of the strong and weak points, of what is to be improved
4. Have a step by step plan of improvement
Activity:
From the assessment done, list down some important things they need to improve (physical,
intellectual, emotional, social)
Why is Personality Development Important?
• Ensure excellence in one’s chosen field.
• Contribute to individual and national development
• An improvement in your personality can improve your chances for success.
Requirements towards the development of a fine personality:
1. Clarity of goals and purpose in life
2. Doing beyond expectations
3. Learning from failures
4. initiativeness
5. Enthusiasm
6. Character & personality
7. Self discipline
8. Positive mental attitude
9. Managing
10. Sound physical & mental health
11. Team work
12. Hard work
13. Growing in one’s knowledge and skills
14. Desiring pleasure and excitement
IV. Developing a Positive Attitude
Positive attitude can do wonders. It can make possible what is seemingly impossible for the others.
Positive attitude is the seed out of which positive traits, which are essential for success sprout forth. It is
the positive attitude again which waters and feeds the sapling of positive traits.
Activity:
1. Emotions and feelings within each of us are 'triggered' in different ways. We think differently
and therefore see things differently. We often do not imagine that other people may see
something quite differently to how we see the 'same' thing. Management and relationships, in
work and outside of work too, depend heavily on our being able to understand the other
person's view, and what causes it to be different to our own.
3

4. To illustrate this, and to explore how mental associations can 'colour' our worlds differently:
Close your eyes and imagine the days of the week
What colour is each day?
Write down the colour of each day
Review and compare people's different colour associations, and - where people consciously know and
are willing to share their reasons/associations - review these differences too.
Note: If anyone sees all the days as the same color, or sees no colour association at all, or perhaps sees
or senses a more powerful alternative association, then this is another equally worthy personal
viewpoint and difference.
The days of the week are a simple fixed pattern. Yet we see them in different ways.
2. Bring a glass full of water and let the students interpret( It may be expressed as half full or half
empty).
QUOTES:
Your mind is a beautiful garden, if you do not plant and nurture sapling of beautiful flowering plants
in it, it will turn into a mess of wild creepers, bushes and thorny plants.
***
A balloon when released goes up not because of its colour or shape, it is what is inside that makes it
go up. The same application can be found in our lives. It is what is inside that count. The thing inside of
us that makes us go up is our attitude.
***
A person who has good thoughts cannot ever be ugly. You can have a wonky nose and a crooked
mouth and a double chin and stick-out teeth, but if you have good thoughts they will shine out of your
face like sunbeams and you will always look lovely.
***
Always look at what you have left. Never look at what you have lost.
***
**A man is happy so long as he chooses to be happy
`***
Qualities of a Successful Person
1. Ambition
2. Commitment
3. Responsibility
4. Hard work
5. Character
6. Persistence
Reference: Achievement True Success
4

5. V. Self Esteem
Refers to reflect a person's overall evaluation or appraisal of his or her own worth. Self-esteem
encompasses beliefs
Here are some characteristics of a person with High and Low Self Esteem:
High Self Esteem
1.Talk about ideas 16. Disciplined
2. Caring attitude 17. Internally driven/self motivated
3. Humility 18. Respect others
4. Respect authority 19. Knows the limitation
5. Courage of conviction 20. Giver
6. Confidence
7. Concerned about character
8. Assertive
9. Accept responsibility
10 Optimistic
11. Willing to learn
12. Sensitive
13. Discuss
14. Believe in self worth
15. Guided / Misguided
Low Self Esteem
1. Talk about people
2.Critical attitude
3.Arrogance
4. Rebel against authority
5. Go along with
6. Confusion
7. Concerned about reputation
8.Aggressive
9. Blames the whole world
10. Fatalistic
11. Know it all
12. Touchy
13. Argue
14. Believe in net worth
15. Misguided
16. Distorted sense of freedom
17. Externally driven
18. Lookdown on others
19. Everything goes
20. Taker
5

6. Chapter 2
Physical Aspect
Fashion
Making Choices:
1. Dress conservatively – simplicity
2. Artistic expression – if you have a sense of fashion in the past, you can indulge in
appropriate whimsy-mix and match
*Italian and French Vogue is more aesthetically focused and American Vogue is more
consumer-practical
Factors in forming impression:
1. Economic level – is he rich or poor? Is he working or unemployed?
2. Educational level – is he a high school or college level? Or is he a doctor?
3. Social Impression – Does he lives in the villages? Does he belong to the upper socio-
economic level or lower level?
4. Level of Sophistication – party hooping type, the social register type?
5. . Family background – upper class family or lower class family
6. Success – His personal possessions like car, house, company, type of sports and activities.
7. Moral character – does he looks honest, or will take advantage?
I. Assembling a Basic Wardrobe
The first thing to consider when putting together a wardrobe is color. Pick two
basic,neutral colors that you can build you wardrobe around. The most versitile
basic colors are black, brown, grey, navy and beige. Once you have decided on
colors, you can start shopping.
7 Basic Steps to Success
Step 1: Know your body type
None of us is perfect so know your measurements and shape. Think about arm, leg and
torso length and shoulder, hip, waist and thigh shape and width. Evaluate your overall body
shape. One trick we like for this is standing in front of a mirror with someone tracing your
shape on the mirror with soap. Finally think about the areas you want to hide or accentuate.
6

7. Step 2: Be Realistic
This works for all body types. Wear clothing that fit properly. Squeezing into a smaller
size does not make you smaller. It makes you look like you have gained weight and
didn't buy clothing that are the right size. On the flip side, wearing baggy, bigger
clothing in an attempt to hide things does not work either. You just make yourself look
sloppy and larger. Don't buy what you wish you looked good in, but what really does
compliment you.
Step 3: Just because they make it in your size...
Does not mean you should buy it and wear it. Fashion is only fashionable if you look
attractive in it, not because a celebrity is wearing it or it was in all of fashion magazines.
Step 4: Know Your colors
Black is not everyone's best friend. Colors sold in the stores in a particular season may
not be yours. Regardless of which method you use to determine the right colors for you, it
must be done. If you aren't sure, contact an image or wardrobe consultant for some
professional help. It is worth the time and money.
Step 5: Build a base
Your lifestyle will determine where the emphasis lies on the core elements of your
wardrobe. However, here are a few suggestions on what you should have. You will need to
adjust according to your life, but remember the key to any successful wardrobe is having
items that can be mixed and matched with other items.
Step 6: Think before you buy
Unless you are buying a new base piece, don't buy an item unless you already have three
things in your wardrobe with which you can wear it.
Step 7 : Budget
Spend the bulk of your budget on the base pieces. Quality base pieces will last and will
remain fashionable. Fill in your wardrobe with accessories with the remainder of your wardrobe
budget. These items are often the trendier or more seasonable items and have a shorter shelf
life in your wardrobe. And for those of you who do not have a wardrobe budget - get one. The
easiest way to have an out of control closet or overflowing shoe bin is too just go shopping
willy-nilly without a plan.
7

8. Lines of Clothes
1. Vertical Line – The line which runs
lengthwise from head to toe.
2. Horizontal Line – A line cutting across
from side to side. It cuts heights and
adds weight.
Color Spectrum
Primary colors – red, blue, yellow
Secondary colors – violet (red & blue)
Tertiary colors – is a color made by mixing
one primary color with one secondary
color, in a given color space such as RGB
COMBINATION OF COLORS
1. Monochromatic - Colors that are shade or tint
variations of the same hue (color) but different
shades.
Ex. Ex. Brown, light brown and beige
8


9. 2. Complementary - Those colors across from each
other on a color wheel.
Ex. Green and red
3. Analogous Relationship Those colors located adjacent to
each other on a color wheel.
Example :
blue, green, yellow and orange
4. Triadic Three hues equally positioned on a
color wheel.
Example: Purple, green and orange
Color Meaning:
Red
Symbolizes action, confidence, courage, vitality, energy, strength, war, danger, passion, desire,
love, power, determination.
Pink
Provides feelings of caring, tenderness, self-worth and love, acceptance. Romance
Love, Friendship, femininity.
Blue
Stability, trust, loyalty, confidence, intelligence, faith, heaven, peace,
professionalism, loyalty, reliability, honor, melancholia, boredom, coldness, Winter,
depth, stability, professionalism, honor, trust
-
9

10. Green
durability, reliability, environmental, luxurious, optimism, well-being,
nature, calm, relaxation, Spring, safety, honesty, optimism, harmony, freshness
Yellow
attention-grabbing, comfort, liveliness, cowardliness, hunger, optimism,
overwhelm, Summer, comfort, liveliness, intellect, happiness, energy
Purple
power, royalty, nobility, elegance, sophistication, artificial, luxury, mystery,
royalty, elegance, magic
Orange
cheerfulness, low cost, affordability, enthusiasm, stimulation, creativity,
aggression
Black
Elegance,sophistication, formality, power, strength, illegality, depression, morbidity, nigh
White
Pureness, cleanliness, purity, virginity, peace, innocence, simplicity, sterility, snow
Your Best Color
 Your best colors are found in your body’s
6. Blue – if blue is your eye color,
natural color scheme. Your skin, hair,
match it.
eyes, lips. The rest of your best colors
If it isn’t in your eyes it is a
complement, or go with, all your body
complementary color to you.
colors are equally flattering to wear.
7. Green – Just like blue, the green
1. Beige – your best beige is the color of
color of
your skin
your eye is your best green.
2. Brown – your best brown is your hair
8. Yellow – most people have yellow
color
3. Gray – if you have reached the gray hair in their eyes.
stage of your life. Then its your best gray. 9. Black – some look good in pure
4. White or off white – your best should not black, the best shade would be a
be whiter than your teeth. brown black or blue black.
5. Red – your best shade is your natural
blood color.
10

11. Types of Attire
1. Formal Attire
This usually means the same as Black Tie. It also means a black shirt, no tie with a tux.
Women wear cocktail, long dresses or dressy evening separates.
Tuxedo
- A tuxedo is the height of formal wear dressing for a man. Knowing when to wear one
and what type to buy or rent can be a little trickier.
When to Wear a Tuxedo:
- When the invitation states Formal, Black Tie, Black Tie Invited or Black Tie Optional
- To the opening of the opera, ballet or symphony, formal dinner party or reception.
-
White Tie
A white tie or ultra-formal invitation
requires mean wear full dress, with white
tie, vest, shirt.
11

12. Formal for Men (Pinoy Style)
Barong Tagalog – is embroidered formal garment.
It is very lightweight and worn un-tucked over an
undershirt.
Common wedding and formal attire for Filipino
“Barong Tagalog” literally means “Tagalog Dress”
Polo Barong
Refers to a short- sleeved version of
the barong, often made with linen,
ramie or cotton.
This is the least formal version of the
barong, often used as office wear.
Gusot Mayaman
“gusot” means (“wrinkled” and “mayaman” means
wealthy) .
Gusot mayaman can be used for everyday office wear.
12

13. Shirt Jack Barong
- Barong cut in shirt-jack style usually in
poly-cotton, linen-cotton and gusto
mayaman fabrics.
- Popularized by politicians and government
officials and worn during campaigns or
out-in-the field assignments.
Semi-Formal or After Five
• Tuxes are not required nor long dresses. An evening wedding (after 6) would still dictate
dark suits for him, and a cocktail dress for her.
• Daytime semi-formal events means a suit for him and an appropriate short dress or
dressy or dressy suit for her.
5 Types of Formal and Semi-Formal Wear for Women
Strapless Dress :
The strapless dress is a red carpet staple for a good reason. It is a
highlight a woman’s best features including shoulders and face,
while covering problem areas like hips and tummy.
13

14. • The halter dress is perfect for formal wear because it
leads the eye up to your face to show off your pretty
features
Ballgown
Nothing is as grand as the full-skirted dress or ballgown. It
makes a grand entrance and is perfect for your most formal
occasion.
Empire Waist
The empire waist silhouette elongates the body, bring focus to the
bust and hides a multitude of lower-body figure problems
14

15. Beaded Formal Dress
• Special occasion calls for a bit of shine, and the
beaded dress is the perfect way to stand out.
Cocktail Attire
Means short, elegant touch for your formal occasion,
whether it be a wedding or prom or a special event.
15

16. Business Formal Attire
 The same as semi formal for men, for women
it suggests that it is apt for more tailored
dressy suits and dress (nothing to slinky or
sexy)
Tips for Professional Wardrobe for Men
• Always wear black suld bocks
• Shoes should be clean and shiny
• Men’s hair should be clean cut, no hair color
• Don’t forget to shave to look neat
Tips for Professional Wardrobe for Women
• The clothes should be freshly washed, well pressed, well fitted and most of all
appropriate, pleated long skirt is acceptable but not to “balloony”.
Not to wear:
- Sleevless
- Mini skirts
- Solid Black
- Stained or spotted
- Missing a button
- With ruffles and ribbons
Casual Attire
• non-self-employed workers commonly
wear casual business attire.
• Jeans, t shirts, blouses, trousers, sports
coat, sandals, rubber shoes
16

17. HAIR STYLE
Hair do, haircut refers to the styling of hair, usually on the human head. The fashioning of hair can be
considered an aspect of personal grooming, fashion, and cosmetics, although practical, cultural, and
popular considerations also influence some hairstyles.
Hair Care Tips
 General
A healthy lifestyle will mean healthier hair for you. Excessive stress, smoking, not
exercising and not eating nutritiously are not healthy for your hair.
 Get enough sleep.
 Hair Products (Gel, mouse, hair spary...)
Avoid using hair styling products with alcohol which dries out hair.
 Avoid puting hair styling products directly on your scalp, if you put it on your
scalp you'll clog the pores on your head.
 Swimming
Before entering a pool, wet your hair so your hair will soak up the initial water
instead of the chlorinated water.
 When swimming where a cap to protect your hair from chlorinated water, if you
choose not to wear a cap make sure you shampoo and condition your hair right
after you are done swimming.
Drying
Hot air can be damaging to your hair so when using a hair dryer use the cool setting.
 Don't leave the blowdryer in one spot for more than a few seconds, keep it moving and
at a good distance away from your hair.
 To speed up the drying process, pat your hair dry with a towell and let the remaining
moisture in your hair dry naturally.
 Gently use your fingers or a pick to untangle any knots while your hair is drying.
Combing/Brushing
Use a brush whose bristles are made from natural animal hairs, it is softer and more
flexible which means less damage will be done to your hair. Hair is most fragile when it
is wet so avoid brushing or combing when it's wet, or else it will cause breakage, wait
until your hair is almost completely dry before brushing it.
 Use brushes/combs with widely spaced bristles/teeth and smooth tips. Sharp tooth
combs can damage your hair, cause split ends, and scratch your scalp.
 To keep your brushes and combs clean, wash them weekly using soap or shampoo.
 Comb your hair to remove any tangles before brushing it.
 Begin by combing your hair gently at the ends to get any tangles out and work your way
up to the base of your hair.
 Always brush/comb with a downwards stroke.
 Avoid using plastic brushes/combs which create static electricity
17

18.  Shampooing and Conditioning
Buy shampoos & conditioners that match your hair type, trial and error is the best way
to find out what specific hair product is best for your hair.
 Shower with warm water, hot water can dry and/or irritate the scalp.
 It is important to wash your hair, shampooing removes dirt, dead skin cells, hair oils, any
hair products you may put into your hair. When shampooing, rinse your hair out before
applying any shampoo to remove any dust, dirt, and any other foreign items, then apply
the shampoo onto your scalp and massage it gently with your finger tips and work your
way outwards. After you are done make sure that you thouroughly rinse out your hair to
remove any shampoo residue that may be left. Shampoo residue may dry your
scalp/hair and or attract dirt. It is recommended that you only lather once to avoid
drying your hair out, if you have oily hair, lathering again may stimulate your oil glands
to create even more oil than normal.
 You should wash your hair as often as you feel necessary to keep it clean, but a general
rule is for oily hair you should wash it every day or every other day and for dry hair only
wash it 2-3 times a week.
 Try rotating the shampoo and conditioner periodically, your hair responds differently to
different products.
 Use a conditioner after shampooing, it'll moisturize your hair, give it extra protection,
add shine, reduce static, and makes it easier to untangle.
 Use a leave in conditioner, it'll hydrate and protect your hair. A leave in conditioner on
your hair is the equivalent of moisturizer on your face.
 When conditioning your hair, try to spread conditioner evenly through out your hair and
leave it in for a couple of minutes before rinsing out your hair.
 Put the conditioner in at about an inch away from the scalp, the roots of your hair
contain the most oils and usually don't need the extra conditioning.
 Be gentle when shampooing and conditioning, don't use excessive force rubbing your
hair, remember hair is most vulnerable when wet.
Hairstyles for Different Face Shapes
18

19. Square Face – strong broad forehead with
angular jaw
• A style, which is feathered at the top and soft around your ears, is an
instant disguise for a square jaw. As a rule of thumb: if a stylist suggests a
cut that's above your jaw line, go elsewhere. Really short cuts will
exaggerate the squareness of your face shape.
• If you have a square face shape you’ll want to try short-to-medium length
hair, especially with wave or roundness around the face. Wispy bangs will
soften your angular square face shape. Off-center parts with height at the
crown look great on square face shapes. You want to soften the square
look of your face with layers and wispy looks around the face. Height at
the crown will elongate your symmetrical shape. If your hair is straight,
you may want to consider a body wave perm, as some curl or wavy hair
will achieve a nice balance to the straight features of your face shape.
• If you have a square face shape you’ll want to avoid long straight
hairstyles that accentuate the square jawbone. “Linear” straight bangs or
center parts aren’t the best choice for a square face shape. A straight
Round Face – Circular shaped. Length is approximately equal to the width the wrong thing to do for your
bobbed hairstyle ending at the jaw line is
square face shape. You can wear a layered bob hair style, however it
If you haveend above or below the jaw line,to try hair stylesMakefullness and
should a round face shape you’ll want not at the jaw. with sure in
height at the crown. Off center parts help reduce the roundness of aheight at
styling that you achieve some roundness to the shape and some round
face shape. Short hair styles you will be on the right track. hair styles that
the crown or bangs, and with a swept-back direction or
are longer than chin length will look good on you if you have a round face
shape. By layering the top to achieve fullness and keeping the rest of the
hair cut relatively close to the face, your round face shape will appear
longer and narrower.
Round face shapes should avoid chin length hair with a rounded line that
mirrors your round face shape. Center parts tend to accentuate roundness,
so stay away from them if possible. Also avoid hair styles with short-short
crops, or straight “chopped” bangs. Fullness at side of ears also accentuates
the round face shape.
A rounded hair cut ending at the chin will certainly add weight to your
already round face shape. Because the widest part of your face is at the
cheeks and ears, you need to avoid having the fullness of the cut here, as it
will make your face appear wider.
19

20. • Avoid
Chin length hair with a rounded line that mirrors face’s circular shape. Center parts.
Short-short crops, straight "chopped" bangs. Fullness at side of ears. A rounded haircut
ending at the chin will certainly add weight to your face shape. Because the widest part
of your face is at the cheeks and ears, you need to avoid having the fullness of the cut
here as it will make your face appear wider.
Oval Face - Curvilinear shape. Length is equal to one and a half times width, with forehead and jaw the
same width.
• Avoid
Covering up your "perfect" features with heavy bangs, or too
forward-directed styles.
In wearing your hair style on your face, you'll lose your face
shape behind the hair. It may appear to add weight to your face.
Heart shape
Wide at the forehead and cheekbones, narrow at the jawline.
Heart face shapes should avoid short, full styles that emphasize the
upper face. Stay away from hair styles with too much height at the
crown. Severe, slicked back looks are too harsh for your heart face
shape too. If you are a dramatic heart face shape, the short, full hair
styles with tapered necklines, which emphasize the upper face will
make you look top heavy. Too much height at the crown will give the
appearance of a longer and narrower chin. Just remember if you have a
dramatic heart face shape, you have great cheekbones to emphasize!
Don’t miss the boat by getting a hair cut which is too top heavy.
20

21. Diamond Faced Shape
- is a cross between heart face shape and a dramatic oval face shape. A diamond face shape is
widest at the cheekbones, and narrow equally at the forehead and jaw line.
• You can wear shorter hair styles. However, if you are a dramatic
diamond face shape, you need to leave weight in the back nape
area like someone with a heart face shape. This will achieve
more balance between your dramatic cheekbones and more
delicate chin line.
• Diamond face shapes should try not to wear too much hair on
your face, thereby hiding your great features.
Men’s Hairstyle
• Ceasar Cut
Ceasar Cut
is a men's hairstyle with a short, horizontally straight cut
fringe. The hair is layered to around 2-5 cm (1-2 inches) all over.
It is named after Julius Caesar, whose images frequently depict
him wearing his hair in such a manner.
21

22. Faux Hawk
• Made popular in the 80’s. This is the newer version of
Mowhawk hairstyle.
• It does not involve haircut drastically on the side of the
head. A simple slightly shorter cut on the sides and back,
hair is slightly longer on top. Ease the top into a
tampered point with the help of gel or wax. Then simply
smooth the sides back.
Butch/Buzz Cut Hairstyle
• The cut is usually performed using hair clippers without a
comb guard. The sides are cut closely and then the top is
either shaped or cut to the same short length all over. The
cut takes just a few minutes to perform. A buzz cut can
make the face look more defined. The buzz cut is popular
among people who want a short, low-maintenance
hairstyle
Crew Cut
Is a type of haircut in which the hair on the top of the head is cut
relatively short, graduated in length from the longest hair at the
front hairline to the shortest at the back of the crown. The hair on
the sides and back of the head is usually tapered short, semi-short
or medium. This type of haircut is ideal for men with a nicely
contoured head and small ears.
22

23. Tousled Cut
• The tousled cut is also a messy look and is ideal for men with curly
hair. A touch of gel and quickly running your fingers through your
hair can achieve this look. This style looks more kempt than the
messy look
Medium Layered Hair
• Medium-length hair is longer than 1 to 2 inches and generally
shorter than chin length. With medium-length, layers add
volume and texture to thin hair. When hair products are used in
medium layered hair, it can create a messy, shaggy look. Layers
may be cut into the hair so that they appear to be blended, or
unblended.
23

24. COSMETICS
• Lipstick - applies color, texture, and protection to the lips
• lip gloss - give lips a glossy lustre and sometimes subtle color
• lip liner -also known as lip pencil. It is intended to fill uneven areas on the outer edges of
the lips after applying lipstick, therefore giving a smooth shape
• lip plumper - used to make lips appear fuller. In
• lip balm - substance applied topically to the lips of the mouth to relieve chapped or dry
lips
• Foundation - used to smooth out the face and cover spots or uneven skin coloration.
• Powder, used to set the foundation, giving a matte finish, and also to conceal small
fblush or blusher - cheek coloring used to bring out the color in the cheeks and make
the cheekbones appear more defined. This comes in powder, cream, and liquid forms.
• Mascara is used to darken, lengthen, and thicken the eyelashes .
• Eye shadow is a cosmetic that is applied on the eyelids and under the eyebrows. It is
commonly used to make the wearer's eyes stand out or look more attractive.
• eye liner and color pencils used to color and emphasize the eyelids (larger eyes give a
more youthful appearance).[
• Eyebrow pencils - used to color and define the brows.
• Nail polish, used to color the fingernails and toenails.
• Concealer - Makeup used to cover any imperfections of the skin.
• laws or blemishes.
•
24

25. Make Up for Different Shapes of Faces
Oval Shaped face
Oval is considered to be an ideal shape. No corrective make-up or special hair-style is
required because it is the most balanced face. The purpose of make-up is to archive the oval
shape. Eyebrows should be shaped in a natural arch. While applying lipstick the lower lip should
be outlined to create fuller look and the natural line of the upper lip should be followed. Blush
on or cheek colors be applied in a "C" shape and blended up to the outer corner of the eyes.
Diamond Shaped Face
This facial type has a narrow forehead and chin with wide cheek bones. Reduce the
extreme width of the cheeks to achieve an oval shape Apply a darker shade of foundation to
the outside of cheekbones extending towards the outer corner of the eyes. A lighter shade of
foundation can applied on the chin and the forehead to create an illusion of the width to the
face. The Eyebrows should not be close but slightly apart from the centre and then follow the
natural arch. Lipstick should be applied in the natural form of lips.
Heart Shaped face
A heart shaped face has a wide for head and narrow chin. Increases the width of the
chin and jawline with a lighter shade of foundation and minimize the width of the forehead by
applying a dark foundation. Eyebrows should be thick and straight following the natural arch,
but with a one eye distance between the brows. Lipstick should be applied on the natural lip
line. A high lighter or a white eye shadow can be applied on the forehead centre and the sides
of the sides of the cheeks to create an illusion of the width. Apply rouge on the upper cheek
base.
Round Shape
A round face has an almost equal width and length proportion. Add length to the face to
achieve an oval Shape. Generally, a narrow forehead goes well this face, which can be formed
by using a deeper shade of the foundation on the sides. To give a slender look to the jawline, a
dark colour foundation can be applied on the jawline and under the cheeks. Cheeks will look
narrow if rouge and blush on are applied on the cheekbones and blended towards the temple
area. Lipstick should be applied on the inside of the lip line. Eyebrows should be shaped in a
sweeping manner. Eyebrows and eyes should be given a longer appearance with the help of the
brow pencils.
25

26. Square Face
A straight forehead and square jaw make a very strong face shape. A darker shade of
foundation applied on the temples, jawline and sides of the face will tone down the wide
corners of the face. A little rouge on the cheeks should blend towards the jawline to accentuate
the length of the face. Round shape eyebrows provide a soft touch to the face. Lipstick has to
be applied to create fullness in the lips to divert attention from the square jawline.
Long Shape
The face is long in the proportion to the width, usually with hollow cheeks. to reduce the length
of the face an illusion of the width is required. Slightly thick eyebrows with a natural arch are
needed to reduce the face length. Eye make-up should be aimed to achieve a wide- eyed look.
Eyeliner should be applied from the centre of the lid tilting it up to the outer corner of the eye.
Lip line should be full in the appearance. Rouge and blush-on should be applied to cheeks not
higher than outer corner of the eye and not below the tip of the nose. A deeper shade of
foundation can be applied across the jaw and chin and on the top of the for head to reduce the
length of the face.
Pear Shape
Narrow forehead, wide jawline and chin are the main characteristic of the pear shaped
face. An illusion about the length of the face and adding width to the forehead are required for
a pear shaped face. Eyebrows should be shaped to create a higher arch on the outer ends.
Rouge application on the cheekbones should be blended towards the jawline. A deep colour
foundation should be applied on the sides to minimise the width of the jaw and to achieve a
slender look.
5 Easy Steps to Applying Makeup
Step 1: Foundation
After cleansing, toning and moisturizing your face, apply a small amount of foundation
to the tip of your index finger. Dot on your forehead, nose, cheeks and chin; then blend in an
upward and outward motion without leaving a line. Be sure to apply foundation over your
eyelids and blend carefully. Glance in the mirror to ensure there's no line. You can use a
concealer to cover imperfections such as blemishes and dark spots.
Step 2: Translucent Powder
Using a powder brush apply translucent powder in a downward motion for a smooth
finish. Translucent Powder helps eye makeup and blush to go on smoother and blend better. It
also keeps your face looking fresh and your makeup will last longer.
26

27. Step 3: Eye Makeup
Starting at your lash line, apply your base color first. Then apply your crease color in the
crease area. Apply your highlight color in the highlight color area, below the brow bone. Finally,
blend the colors with a cotton ball or your fingertip to remove any obvious line. If the colors are
too bright tone them down with a little translucent powder. Next, apply your mascara and
finally, dust your entire face downward with translucent powder.
Step 4: Blush
Your blush should be applied to the apples of your cheeks to radiate when you smile. It
should go no closer to your nose, but directly beneath the iris of your eye; below nostril-level
and into your temple hairline. A must-have: a good blush brush that's tapered for precise
placement.
Step 5: Lipstick
Define the outline of your lips with a professional lip brush or lip liner pencil that closely
matches the color of your lipstick. Then apply your lipstick and blend the liner with a lip brush.
Start from the center working outwards.
POSTURE
What is good posture?
Posture is the position in which you hold your body upright
against gravity while standing, sitting or lying down. Good
posture involves training your body to stand, walk, sit and lie in
positions where the least strain is placed on supporting
muscles and ligaments during movement or weight-bearing
activities. Proper posture:
 Keeps bones and joints in the correct alignment so that
muscles are being used properly.
 Helps decrease the abnormal wearing of joint surfaces
that could result in arthritis.
 Decreases the stress on the ligaments holding the joints
of the spine together.
 Prevents the spine from becoming fixed in abnormal positions.
 Prevents fatigue because muscles are being used more efficiently, allowing the body to
use less energy.
 Prevents strain or overuse problems.
 Prevents backache and muscular pain.
 Contributes to a good appearance.
27

28. Correct sitting position
 Sit up with your back straight and your shoulders back. Your buttocks should touch the
back of your chair.
 All three normal back curves should be present while sitting. A small, rolled-up towel or
a lumbar roll can be used to help you maintain the normal curves in your back.
 Here's how to find a good sitting position when you're not using a back support or
lumbar roll:
o Sit at the end of your chair and slouch completely.
o Draw yourself up and accentuate the curve of your back as far as possible. Hold
for a few seconds.
o Release the position slightly (about 10 degrees). This is a good sitting posture.
 Distribute your body weight evenly on both hips.
 Bend your knees at a right angle. Keep your knees even with or slightly higher than your
hips. (use a foot rest or stool if necessary). Your legs should not be crossed.
 Keep your feet flat on the floor.
 Try to avoid sitting in the same position for more than 30 minutes.
 At work, adjust your chair height and work station so you can sit up close to your work
and tilt it up at you. Rest your elbows and arms on your chair or desk, keeping your
shoulders relaxed.
 When sitting in a chair that rolls and pivots, don't twist at the waist while sitting.
Instead, turn your whole body.
 When standing up from the sitting position, move to the front of the seat of your chair.
Stand up by straightening your legs. Avoid bending forward at your waist. Immediately
stretch your back by doing 10 standing backbends.
Proper Posture While Typing
28

29. Improve your Posture when Walking
First
You need to get a feel of how you should stand.
The best way to do this is to -
Imagine a cord attached to the top of your head (not your forehead) and this cord is gently pulling
upwards - feel your body straighten.
Try this standing still and then walking.
Eyes
Your eyes should be focussing ahead, about 12 to 18 foot, not looking down at the ground.
Try not to bend your head and look at the ground all the time.
If you feel the need to look down then use your eyes. instead.
Chin
Your chin should not be stuck out but relaxed and parallel to the ground. This is important to remember
as it will lessen the strain on your neck and back.
Shoulders
Your shoulders should be relaxed and slightly back, as this opens out your chest helping those lungs to
take in more air.
If you let your shoulders slump forward (and have a rounded back) you are compressing your ribcage
and shortening your spine.
Trunk
Your trunk – think of that cord gently keeping your body in a straight shape and don’t lean forward at
the waist.
Your stomach should be slightly pulled in.
Arms
When walking swing your arms to keep your balance, allow them to be naturally close to your body.
Your hands should also be relaxed, not clenched or tight.
If you are using a walking pole then try not to hold it too tightly or you will end up with blisters on your
hands.
Legs/Stride
Let your legs swing forward naturally rather than trying to force them to spring forward. Your forward
leg should be exactly in front of your body.
29

30. A common fault is to take overlong strides – this will make it harder work for you and increase chances
of injury.
Find your natural pace and stay with it – if you want to walk faster then just take more steps. Remember
your body should not lean forwards or backwards as you walk.
At first you might find that you have to make a determined effort to keep your posture correct.
It might feel strange, but persevere and gradually you will feel yourself adopting better posture naturally
and get the maximium benefits from your walking.
Enjoy your walking!
GOOD EATING HABITS
1. Eat a variety of nutrient-rich foods. You need more than 40 different nutrients
for good health, and no single food supplies them all. Your daily food selection
should include bread and other whole-grain products; fruits; vegetables; dairy
products; and meat, poultry, fish and other protein foods. How much you should
eat depends on your calorie needs. Use the Food Guide Pyramid and the
Nutrition Facts panel on food labels as handy references.
2. Enjoy plenty of whole grains, fruits and vegetables. Surveys show most
Americans don't eat enough of these foods. Do you eat 6-11 servings from the
bread, rice, cereal and pasta group, 3 of which should be whole grains? Do you
eat 2-4 servings of fruit and 3-5 servings of vegetables? If you don't enjoy some
of these at first, give them another chance. Look through cookbooks for tasty
ways to prepare unfamiliar foods.
30

31. 3. Maintain a healthy weight. The weight that's right for you depends on many
factors including your sex, height, age and heredity. Excess body fat increases
your chances for high blood pressure, heart disease, stroke, diabetes, some
types of cancer and other illnesses. But being too thin can increase your risk for
osteoporosis, menstrual irregularities and other health problems. If you're
constantly losing and regaining weight, a registered dietitian can help you
develop sensible eating habits for successful weight management. Regular
exercise is also important to maintaining a healthy weight.
4. Eat moderate portions. If you keep portion sizes reasonable, it's easier to eat the
foods you want and stay healthy. Did you know the recommended serving of
cooked meat is 3 ounces, similar in size to a deck of playing cards? A medium Eat
regular meals. Skipping meals can lead to out-of-control hunger, often resulting
in overeating. When you're very hungry, it's also tempting to forget about good
nutrition. Snacking between meals can help curb hunger, but don't eat so much
that your snack becomes an entire meal.
5. Reduce, don't eliminate certain foods. Most people eat for pleasure as well as
nutrition. If your favorite foods are high in fat, salt or sugar, the key is
moderating how much of these foods you eat and how often you eat them.
Identify major sources of these ingredients in your diet and make changes, if
necessary. Adults who eat high-fat meats or whole-milk dairy products at every
meal are probably eating too much fat. Use the Nutrition Facts panel on the food
label to help balance your choices.
Choosing skim or low-fat dairy products and lean cuts of meat such as flank steak
and beef round can reduce fat intake significantly.
If you love fried chicken, however, you don't have to give it up. Just eat it less
often. When dining out, share it with a friend, ask for a take-home bag or a
smaller portion.
6. Balance your food choices over time. Not every food has to be "perfect." When
eating a food high in fat, salt or sugar, select other foods that are low in these
ingredients. If you miss out on any food group one day, make up for it the next.
Your food choices over several days should fit together into a healthy pattern.
7. Know your diet pitfalls. To improve your eating habits, you first have to know
what's wrong with them. Write down everything you eat for three days. Then
check your list according to the rest of these tips. Do you add a lot of butter,
creamy sauces or salad dressings? Rather than eliminating these foods, just cut
back your portions. Are you getting enough fruits and vegetables? If not, you
may be missing out on vital nutrients.
8. Make changes gradually. Just as there are no "superfoods" or easy answers to a
healthy diet, don't expect to totally revamp your eating habits overnight.
Changing too much, too fast can get in the way of success. Begin to remedy
excesses or deficiencies with modest changes that can add up to positive,
lifelong eating habits. For instance, if you don't like the taste of skim milk, try
low-fat. Eventually you may find you like skim, too.
31

32. 9. Remember, foods are not good or bad. Select foods based on your total eating
patterns, not whether any individual food is "good" or "bad." Don't feel guilty if
you love foods such as apple pie, potato chips, candy bars or ice cream. Eat them
in moderation, and choose other foods to provide the balance and variety that
are vital to good health.
W – Work out
E – enough sleep
L – Limit sugar, salt and alcohol
L – Lifestye
N- Nutrition and Balanced Diet
E- Education
S – Stress Management
S – Spirituality
32

33. CHAPTER 3
INTELLECTUAL ASPECT
AN ANALYSIS
Techniques in Gaining Intellectual Growth
Acquiring Positive Thinking
1. Act, walk, talk and think like the person you wish to become.
2. Seize successful, positive thoughts in your wits.
3. Exude an air of well-being, confidence, and purpose.
4. Deal with everyone as the most important person on earth.
5. Let others feel needed, important, and appreciated.
6. Think that everyone is best.
7. Don’t brag about your bad health.
8. Look everywhere for best new ideas.
9. Avoid pettiness.
10. Cultivate a spirit of giving.
Outlining a Better Vision
1. Identify your vision.
2. Analyze your present life condition.
3. Substitute all the little options for the one big vision.
4. Modify your personal growth to your vision.
5. Expose yourself to successful people.
6. Frequently express your belief in your vision.
7. Expect resistance to your vision.
8. Eliminate negative thinkers as close friends.
9. Discover every possible opportunity to fulfill your vision.
10. Surpass normal expectations.
11. Assist others who have a similar vision.
Time Management
1.Learn to walk in blocks of time.
2. Avoid daydreaming, procrastination, and laziness.
3. Determine your priorities.
4. Maintain your priorities.
5. Act on your priorities.
33

34. Aspects in the Communication Process
• Speaking
“Language is the Rubicon that divides man from beast”. It is the key factor that separates man
from animal.
1. Identify what you want to say.
2. Control fear.
3. Stop talking and Listen.
4. Think before you talk.
5. Believe in your message.
6. Repeat major points.
7. Find out what your listener wants.
• Listening
“To make an effort to hear, to pay attention, as to warning or advice”. The hardest part one has
to achieve is the art of listening.
1.Prepare to listen.
2. Focus on the speaker.
3. Screen-out distractions.
4. Concentrate on the message.
5. Listen to tapes while you commute
• Writing
“keeping a journal is like having a heart to heart talk with yourself”.
1. Keep a journal.
2. Use an outline.
3. Write personal notes.
4. Write more effectively.
• Reading
Helps you gain more information and it will surely help you in proper speaking
and writing.
1. Read.
2. Keep up with current events.
3. Read something inspirational
4. Use the internet.
5. Learn a new vocabulary each day
34

35. Improving Your Communication Skill
We all have people with whom we have to work to get things done. Our ability to
communicate with clients, customers, subordinates, peers, and superiors can enhance our
effectiveness or sabotage us. Many times, our verbal skills make the difference. Here are 10
ways to increase your verbal efficacy at work:
Develop your voice – A high whiney voice is not perceived to be one of authority. In
fact, a high soft voice can make you sound like prey to an aggressive co-worker who is out to
make his/her career at the expense of anyone else. Begin doing exercises to lower the pitch of
your voice. Here is one to start: Sing — but do it an octave lower on all your favorite songs.
Practice this and, after a period of time, your voice will begin to lower.
Slow down – People will perceive you as nervous and unsure of yourself if you talk fast.
However, be careful not to slow down to the point where people begin to finish your sentences
just to help you finish.
Animate your voice – Avoid a monotone. Use dynamics. Your pitch should raise and
lower. Your volume should be soft and loud. Listen to your local TV news anchor; take notes.
Enunciate your words – Speak clearly. Don’t mumble. If people are always saying,
“huh,” to you, you are mumbling.
Use appropriate volume – Use a volume that is appropriate for the setting. Speak more
softly when you are alone and close. Speak louder when you are speaking to larger groups or
across larger spaces.
Pronounce your words correctly – People will judge your competency through your
vocabulary. If you aren’t sure how to say a word, don’t use it.
Use the right words – If you’re not sure of the meaning of a word, don’t use it. Start a
program of learning a new word a day. Use it sometime in your conversations during the day.
Make eye contact – I know a person who is very competent in her job. However, when
she speaks to individuals or groups, she does so with her eyes shut. When she opens them
periodically, she stares off in a direction away from the listener. She is perceived as
incompetent by those with whom she consults. One technique to help with this is to
consciously look into one of the listener’s eyes and then move to the other. Going back and
forth between the two (and I hope they only have two) makes your eyes appear to sparkle.
Another trick is to imagine a letter “T” on the listener’s face with the cross bar being an
imaginary line across the eye brows and the vertical line coming down the center of the nose.
Keep your eyes scanning that “T” zone.
Use gestures – Make your whole body talk. Use smaller gestures for individuals and
small groups. The gestures should get larger as the group that one is addressing increases in
size.
Don’t send mixed messages – Make your words, gestures, facial expressions, tone, and
message match. Disciplining an employee while smiling sends a mixed message and, therefore,
is ineffective. If you have to deliver a negative message, make your words, facial expressions,
and tone match the message.
35

36. Improving English Speaking Skill
• Practise where you can, when you can. Any practice is good – whether you speak to
someone who is a native English speaker or not.
• It's important to build your confidence. If possible, use simple English sentence
structure that you know is correct, so that you can concentrate on getting your message
across.
• Try to experiment with the English you know. Use words and phrases you know in new
situations. Native English speakers are more likely to correct you if you use the wrong
word than if you use the wrong grammar. Experimenting with vocabulary is a really
good way of getting feedback.
• Try to respond to what people say to you. You can often get clues to what people think
by looking at their body language. Respond to them in a natural way.
• Try NOT to translate into and from your own language. This takes too much time and
will make you more hesitant.
• If you forget a word, do what native English speakers do all the time, and say things that
'fill' the conversation. This is better than keeping completely silent. Try using um, or er,
if you forget the word.
• Don't speak too fast! It's important to use a natural rhythm when speaking English, but
if you speak too fast it will be difficult for people to understand you.
• Try to relax when you speak – you'll find your mouth does most of the pronunciation
work for you. When you speak English at normal speed, you'll discover that many of the
pronunciation skills, such as linking between words, will happen automatically.
Remember, when speaking English…
Try to become less hesitant and more confident.
Don't be shy to speak – the more you do it, the more confident you'll become.
Remember to be polite – use "please" and "thank you" if you ask someone to
do something for you.
Improving Your Writing Skill
Writing a letter (friendly or business letter)
1. The recipient's name, address, contact information
- in business letters, this can be referred to as the "inside address(Ms., Mrs., Mr., or Dr.)
use Ms. or Dr. if you think it might apply.
– The date
2. Start with a proper greeting. The most common opening is "Dear" followed by the
person's first name and a comma. For a more casual greeting, you can write "Hello (name)," or
"Hey (name)," but if the letter is formal, use the recipient's last name and a colon instead of a
36

37. comma (e.g. "Dear Mr. Johnson:". Sometimes, if you don't know the recipient's name, you can
write "To Whom It May Concern:" If you don't know the person's gender, write out his or her
full name to avoid using “Mr.” or “Ms.” (e.g. Dear Taylor Johnson:).
• Write an opening paragraph. Tailor your opening to the recipient.
For example, if the letter is casual, you can begin with, "How's it going?" Otherwise, a
simple "How are you?" is fine. If it is a business letter, be direct about why you are writing the
letter. Summarize your intentions and be sure to write clearly so that the reader will
understand you.
• Construct the body of the letter. This is the part that will really be unique to each letter.
Most business letters should be no more than two pages long, but casual letters can be
as long or as short as you want them to be. No matter who the recipient is, try not to
ramble. Keep each paragraph engaging.
• Use the closing paragraph to indicate the type of response you are seeking. If you
would like a letter in return, you can write, "Please write when you have a chance" or, if
you prefer a phone call/email, write "Call me soon." or "Email me some time".
• Include a closing such as "Love always" ,"Cheers", "Sincerely", "Talk soon", or "Look
forward to seeing you soon". Again, choose your closing based on the recipient and the
level of formality. The closing can be aligned on the left or the right side of the page. In
business letters, stick with "Regards," or "Respectfully," and sign your name
underneath. Then print your name under the signature.
Sample of a friendly letter
506 Country Lane
North Baysville, CA 53286
July 16, 2011
Dear Susan,
It feels like such a long time since the last time I saw you. I know it's only been
several weeks since I saw you. So far my summer has been great!
I spend my all my weekends at the beach. I am getting a nice tan and you
can no longer say I am paler than you. I have been playing lots of volleyball, surfing and
building a nice collection of sea shells. Just this past weekend I took second place in a
sandcastle building contest!
On the weekdays I work. I drive an ice cream truck around and sell ice
cream to the kids. It is so cool. It is a combination of the two things I love most, ice
cream and kids. The pay isn't too great but I love the job so much.
I hope the summer's been going well for you too. There's only a month
and a half left in summer vacation and after that it's back to school. Would you like to
meet up some time to before school starts?
37

38. Your friend,
Ana
Activity:
Write a friendly letter to a friend. This is what you need to include in your letter:
Last month you had a holiday overseas where you stayed with some friends. They
just sent you some photos of your holiday. In your letter
- thank them for the photos and for the holidays
- Explain why you didn’t write earlier
- Invite them to come and stay with you
Ten Quick Tips to Improve Your Writing
• Lead with your main idea.
As a general rule, state the main idea of a paragraph in the first sentence-. Don't keep
your readers guessing.
• Vary the length of your sentences.
In general, use short sentences to emphasize ideas. Use longer sentences to explain.
• Put key words and ideas at the beginning or end of a sentence.
Don't bury a main point in the middle of a long sentence.
• Vary sentence types and structures.
Vary sentence types by including occasional questions and commands. Vary sentence
structures by blending simple compound, and complex sentences
• Use active verbs.
Don't overwork the passive voice or forms of the verb "to be" Instead, use active verbs
in the active voice.
• Use specific nouns and verbs.
To convey your message clearly and keep your readers engaged, use concrete and
specific words that show what you mean.
• Cut the clutter.
When revising your work, eliminate unnecessary words.
• Read aloud when you revise.
When revising, you may hear problems (of tone, emphasis, word choice, and syntax)
that you can't see. So listen up!
• Actively edit and proofread.
It's easy to overlook errors when merely looking over your work. So be on the lookout
for common trouble spots when studying your final draft.
• Use a dictionary.
When proofreading, don't trust your spellchecker it can tell you only if a word is a word,
not if it's the right word.
38

39. How to Improve Reading Comprehension
• Develop a broad background.
Broaden your background knowledge by reading newspapers, magazines and books.
Become interested in world events.
Know the structure of paragraphs.
Good writers construct paragraphs that have a beginning, middle and end. Often, the
first sentence will give an overview that helps
• Anticipate and predict.
Really smart readers try to anticipate the author and predict future ideas and questions.
Create motivation and interest.
Preview material, ask questions, discuss ideas with classmates. The stronger your
interest, the greater your comprehension.
• Pay attention to supporting cues.
Study pictures, graphs and headings. Read the first and last paragraph in a chapter, or
the first sentence in each section.
• Highlight, summarize and review.
Just reading a book once is not enough. To develop a deeper understanding, you have to
highlight, summarize and review important ideas.
• Build a good vocabulary.
For most educated people, this is a lifetime project. The best way to improve your
vocabulary is to use a dictionary regularly. You might carry around a pocket dictionary
and use it to look up new words. Or, you can keep a list of words to look up at the end
of the day. Concentrate on roots, prefixes and endings.
39

40. CHAPTER 4
SOCIAL ASPECT
Manners, Etiquette & Politeness
• Manners – Socially correct behavior
Is based on kindness to and consideration for others, which results from the heart of
courteous behavior. It is an indicator if a certain individual is civilized or not.
• Etiquette – Conventional rules for correct behavior
is a French word meaning “ticket”. A conventional rule of behavior.
• Politeness – Good manner and tactful behavior.
SMILE
A smile can be read in any language
It lights up a face and adds warmth to any meeting
Smile is contagious
40

41. How to Introduce People
 Always introduce a young person to an older one.
“Grandma, this is Wilson”, Wilson this is my grandma”
 Always introduce a man to a woman.
“ Sally, this is Joe”
HAND SHAKE
 Men shake hands with each other when being introduced
 Men shake hands with a woman if she extend her hands
 Women shake hands with each other if they choose
We always use a firm handshake
Conversation
- is an exchange of thoughts more than
words.
 It is a good idea to avoid controversial
subjects.
 It should be centered around ourselves
 No one should monopolize a
conversation
 Learn to answer politely , don’t just say
“yes or no”
 Avoid subject of finances, weight, size,
religion or anything that might be
sensitive.
 If someone asked a personal question,
feel free to say “ I’d rather not talk about
that”
 Compliments not only uplift the person,
they lift conversation…as long as they are
41 sincere.

42. TELEPHONE MANNER
Calling On the Phone
Courtesy is as important in speaking over the phone as in
talking to people face to face. Phone calls generally should not be
made before 7:00 in the morning or after 9:30/10:00 at night. Try to
avoid mealtimes.
A person should always be certain of the number he is dialing
to avoid disturbing someone unnecessarily. If you do reach a wrong
number, it is important to say "I'm sorry, I dialed the wrong number."
before hanging up.
After someone answers the phone, the caller should give his or
her name before asking for the person desire
The person at the other end of the phone cannot see your facial expressions or gestures and the
impression he receives depends on what she hears. The telephone carries your voice at its natural
volume and pitch. Try not to shout but speak clearly and distinctly.
ANSWERING THE PHONE
The correct way to answer a telephone is "Hello." "Yes" is abrupt and a bit harsh, but "This is the
Doe's house" is a bit vague and "Mrs. Doe speaking" is. . . . well, let's just put it this way, "Hello" is the
most proper way to answer the telephone.
When the telephone in the home is answered by someone other than the head of the house
and someone says, "May I speak to Mrs. Brown, please?" he or she should say, "Just a moment, please."
If Mrs. Brown is unable to come to the phone, the correct reply is "Mrs. Brown can't come to the phone
now. May I have your name, and she will call you back as soon as possible?"
If you must put the telephone down during the conversation, do it gently, and when you hang
up, do it gently. DO NOT SLAM THE RECEIVER DOWN. The person at the other end may still have the
phone close to his ear, and then a sudden sharp bang can be hurtful as well as rude.
Common Telephone Courtesy Hints
(1) Make sure of the correct number so as not to risk disturbing strangers.
(2) Make sure that your conversations with busy people are as brief as possible.
(3) When calling friends who do not recognize your voice, announce yourself right away.
(4) Time your calls so as not to interfere with the work schedule of those you call.
(5) Make business calls well before the close of the office hours.
(6) After dialing a wrong number simply say, "Sorry, wrong number."
42

43. (7) When the number you are calling is not answered quickly, wait long enough for someone to put
aside what he or she is doing. It is very annoying to have been disturbed just to pick up the telephone
and find the caller has hung up.
Dining Etiquette
Table manners play an important part in
making a favorable impression. They are visible
signals of the state of our manners and therefore are
essential to professional success. The point of
etiquette rules is to make you feel comfortable - not
uncomfortable.
Making Restaurant Reservations:
Restaurant reservations are like any other appointment. If you make a reservation, stick to it. Call
ahead if you’re going to be more than 15 minutes late, and cancel as far in advance as possible if your plans
change so that someone else can get a table. Some restaurants take credit card numbers to hold
reservations and charge no-show fees.
How to use napkins:
In a restaurant: As soon as you are seated, remove the napkin from your place setting, unfold it, and
put it in your lap. Do not shake it open. At some very formal restaurants, the waiter may do this for the
diners, but it is not inappropriate to place your own napkin in your lap, even when this is the case.
The napkin rests on the lap till the end of the meal. Don't clean the cutlery or wipe your face with
the napkin. NEVER use it to wipe your nose!
If you excuse yourself from the table, loosely fold the napkin and place it to the left or right of your
plate. Do not refold your napkin or wad it up on the table either. Never place your napkin on your chair.
At the end of the meal, leave the napkin semi-folded at the left side of the place setting. It should
not be crumpled or twisted; nor should it be folded. The napkin must also not be left on the chair.
At a private dinner party:
The meal begins when the host or hostess unfolds his or her
napkin. This is your signal to do the same. Place your napkin on your
lap, completely unfolded if it is a small luncheon napkin or in half,
lengthwise, if it is a large dinner napkin. Do not shake it open. The
napkin rests on the lap till the end of the meal.
The host will signal the end of the meal by placing his or her
napkin on the table. Once the meal is over, you too should place your
napkin neatly on the table to the left of your dinner plate. (Do not
refold your napkin, but don't wad it up, either.
43

44. When to start eating: In a restaurant:
Wait until all are served at your table before beginning to eat.
At a private dinner party:
When your host or hostess picks up their fork to eat, then you may eat. Do not start before this unless
the host or hostess insists that you start eating.
How to Use the Silverware & Dinnerware
Eat to your left, drink to your right.
Any food dish to the left is yours, and any
glass to the right is yours.
Starting with the knife, fork, or spoon
that is farthest from your plate, work your
way in, using one utensil for each course. The
salad fork is on your outermost left, followed
by your dinner fork. Your soup spoon is on
your outermost right, followed by your
beverage spoon, salad knife and dinner knife.
Your dessert spoon and fork are above
your plate or brought out with dessert. If
you remember the rule to work from the
outside in, you'll be fine.
American Style: Knife in right hand, fork in left hand holding food. After a few bite-sized pieces of food
are cut, place knife on edge of plate with blades facing in. Eat food by switching fork to right hand
(unless you are left handed). A left hand, arm or elbow on the table is bad manners.
Continental/European Style: Knife in right hand, fork in left hand. Eat food with fork still in left hand.
The difference is that you don't switch hands-you eat with your fork in your left hand, with the prongs
curving downward. Both utensils are kept in your hands with the tines pointed down throughout the
entire eating process. If you take a drink, you do not just put your knife down, you put both utensils
down into the resting position: cross the fork over the knife.
Once used, your utensils, including the handles, must not touch the table again. Always rest forks,
knives, and spoons on the side of your plate.
For more formal dinners, from course to course, your tableware will be taken away and replaced
as needed.
To signal that your are done with the course, rest your fork, tines up, and knife blade in, with the
handles resting at five o'clock an tips pointing to ten o'clock on your plate.
44

45. CHAPTER 5
CUSTOMER MANAGEMENT
A customer is....
The most important person to come into my organization
****
Whether in person, on the phone or by e-mail or mail
****
Someone with whom I will learn patience, although he is not
always patient with me
***
Someone who is sometimes a challenge
I embrace the challenge and I am glad
When I turn a frown into a smile
A Customer Could Be Upset Because...
- She has expectations that have not been met.
- He was already upset at someone or something else (his boss, his spouse,
his kids, a co-worker, other business).
- She's tired, stressed, or frustrated.
- He feels like a victim-not much power in his life in general.
- She feels that no one will listen to her unless she yells and makes a
ruckus.
- He will use any excuse to prove he is right, whether he is or not.
- She walks around with a chip on her shoulder-nothing is right in her life.
- You or someone in your organization promised him something that was
not delivered
- You or someone in your organization was indifferent, rude, or
discourteous to her.
- He was told one thing by one staff member and something else by another.
- She acted on something told her by a staff member and it was wrong.
- He feels you or someone else in your organization had an unpleasant attitude toward him.
- She doesn't feel she was listened to.
- Prejudices-he may not like your hair, clothes, makeup, etc.
- She feels she can manipulate you to get what she wants if she makes a lot of noise.
- He's suspicious of your organization and thinks your organization or you are dishonest.
- She made a wrong assumption about what your organization would do for her.
- He was told he has no right to be angry.
- She was given a smart or flip reply.
- He is embarrassed at doing something incorrectly.
- Her integrity or honesty has been questioned.
- You or someone in your organization argued with him.
- You don't have enough job training to handle their situation quickly and accurately.
45

46. - Upset people have little patience. Annoyances that a
person usually tolerates become intolerable when that
individual is upset. You can't control another person's
behavior. But you can change your behavior to avoid
causing annoyance.
UPSET CUSTOMERS DO NOT COME BACK
• 20% caused by employee actions
• 40% is caused by corporate products
• 40% are caused by customer mistakes or incorrect
expectations
16 TIPS ON CALMING UPSET CUSTOMERS
1. Don't take upset customers' ravings personally. Don't get emotionally hooked.
2. Make it a game or challenge to see how many upset customers you can turn around. See if you
can get him to be reasonable.
3. Look for the "gifts" upset customers offer you. These gifts are what they can teach you about
dealing with ugly human behaviour.
4. Understand that obnoxious customers are often embarrassed because they made a mistake and
want to blame it on you.
5. . Respond by being reasonable, firm, pleasant, mature, and professional to show them that
you're going to do what you think is right no matter how obnoxious they get.
6. Don't give away the store to shut her up.
7. Remind yourself that this abusive person must really have problems if this is how he treats
others. He doesn't respect himself so he doesn't show respect for others
8. Listen fully--don't interrupt. If you do, it will escalate her anger. Take notes; looking up often
to maintain eye contact.
9. Have a respectful tone, even though you don't respect his behaviour. Have a calm but
concerned voice tone.
10. Remove the upset customer from the main customer area, if possible.
11.Let him cool off when on the phone by saying that you need to research the situation
and possible solutions, and ask if you may call him back. Then do so at the appointed time.
He probably will have calmed down by the time you call him back.
12. Talk about what you can do, not what you can't do. Put it positively. Don't talk about
the "policy." This will anger her more.
13. Use the "broken record" technique, firmly, yet politely, repeating what you can do for him.
14. Ignore her impoliteness and cursing.
15. An important concept to remember is that you won't please all people. You should do the
best you can
16. Upset customers can be unnerving. But with the right attitude and techniques, many of
these people can be turned into satisfied, loyal customers. It's not always easy, but it's worth it.
46

47. CHAPTER 6
5 ASPECTS OF PERSONALITY
It is important to be aware that the personality tests used in the recruitment and selection process are the
intellectual property of the companies that produce them. As a result, they may use different terminology to describe the
aspects of personality that they set out to measure. This usually for reasons of copyright and to differentiate themselves in a
market in which there are a large number of products that do more or less the same thing in more or less the same way.
The personality traits used in the 5 factor model are Extraversion, Agreeableness, Conscientiousness, Neuroticism and
Extraversion
Extraversion is marked by pronounced engagement with the external world. Extraverts enjoy being with people, are full of
energy, and often experience positive emotions. They tend to be enthusiastic, action-oriented, individuals who are likely to
say "Yes!" or "Let's go!" to opportunities for excitement. In groups they like to talk, assert themselves, and draw attention to
themselves.
Introverts lack the exuberance, energy, and activity levels of extraverts. They tend to be quiet, low-key, deliberate, and
disengaged from the social world. Their lack of social involvement should not be interpreted as shyness or depression; the
introvert simply needs less stimulation than an extravert and prefers to be alone. The independence and reserve of the
introvert is sometimes mistaken as unfriendliness or arrogance. In reality, an introvert who scores high on the agreeableness
dimension will not seek others out but will be quite pleasant when approached.
Agreeableness
Agreeableness reflects individual differences in concern with cooperation and social harmony. Agreeable individuals value
getting along with others. They are therefore considerate, friendly, generous, helpful, and willing to compromise their
interests with others'. Agreeable people also have an optimistic view of human nature. They believe people are basically
honest, decent, and trustworthy.
Disagreeable individuals place self-interest above getting along with others. They are generally unconcerned with others'
well-being, and therefore are unlikely to extend themselves for other people. Sometimes their skepticism about others'
motives causes them to be suspicious, unfriendly, and uncooperative.
Agreeableness is obviously advantageous for attaining and maintaining popularity. Agreeable people are better liked than
disagreeable people. On the other hand, agreeableness is not useful in situations that require tough or absolute objective
decisions. Disagreeable people can make excellent scientists, critics, or soldiers.
Conscientiousness
Conscientiousness concerns the way in which we control, regulate, and direct our impulses. Impulses are not inherently bad;
occasionally time constraints require a snap decision, and acting on our first impulse can be an effective response. Also, in
times of play rather than work, acting spontaneously and impulsively can be fun. Impulsive individuals can be seen by others
as colorful, fun-to-be-with, and zany.
Impulsive behavior, even when not seriously destructive, diminishes a person's effectiveness in significant ways. Acting
impulsively disallows contemplating alternative courses of action, some of which would have been wiser than the impulsive
choice. Impulsivity also sidetracks people during projects that require organized sequences of steps or stages.
Accomplishments of an impulsive person are therefore small, scattered, and inconsistent.
A hallmark of intelligence, what potentially separates human beings from earlier life forms, is the ability to think about future
consequences before acting on an impulse. Intelligent activity involves contemplation of long-range goals, organizing and
planning routes to these goals, and persisting toward one's goals in the face of short-lived impulses to the contrary. The idea
that intelligence involves impulse control is nicely captured by the term prudence, an alternative label for the
Conscientiousness domain. Prudent means both wise and cautious. Persons who score high on the Conscientiousness
scale are, in fact, perceived by others as intelligent.
Neuroticism
Those who score high on Neuroticism may experience primarily one specific negative feeling such as anxiety, anger, or
depression, but are likely to experience several of these emotions. People high in neuroticism are emotionally reactive. They
respond emotionally to events that would not affect most people, and their reactions tend to be more intense than normal.
They are more likely to interpret ordinary situations as threatening, and minor frustrations as hopelessly difficult. Their
negative emotional reactions tend to persist for unusually long periods of time, which means they are often in a bad mood.
47

48. At the other end of the scale, individuals who score low in neuroticism are less easily upset and are less emotionally
reactive. They tend to be calm, emotionally stable, and free from persistent negative feelings. Freedom from negative
feelings does not mean that low scorers experience a lot of positive feelings; frequency of positive emotions is a component
of the Extraversion domain.
Openness to experience.
Openness to Experience describes a dimension of cognitive style that distinguishes imaginative, creative people from down-
to-earth, conventional people. Open people are intellectually curious, appreciative of art, and sensitive to beauty. They tend
to be, compared to closed people, more aware of their feelings. They tend to think and act in individualistic and
nonconforming ways. Intellectuals typically score high on Openness to Experience; consequently, this factor has also been
called Culture or Intellect. Nonetheless, Intellect is probably best regarded as one aspect of openness to experience. Scores
on Openness to Experience are only modestly related to years of education and scores on standard intelligent tests.
Another characteristic of the open cognitive style is a facility for thinking in symbols and abstractions far removed from
concrete experience. Depending on the individual's specific intellectual abilities, this symbolic cognition may take the form of
mathematical, logical, or geometric thinking, artistic and metaphorical use of language, music composition or performance,
or one of the many visual or performing arts. People with low scores on openness to experience tend to have narrow,
common interests. They prefer the plain, straightforward, and obvious over the complex, ambiguous, and subtle. They may
regard the arts and sciences with suspicion, regarding these endeavors as abstruse or of no practical use. Closed people
prefer familiarity over novelty; they are conservative and resistant to change.
Openness is often presented as healthier or more mature by psychologists, who are often themselves open to experience.
However, open and closed styles of thinking are useful in different environments. The intellectual style of the open person
may serve a professor well, but research has shown that closed thinking is related to superior job performance in police
work, sales, and a number of service occupations.
Personality Trait Facets
Extraversion Friendliness
Gregariousness
Assertiveness
Activity Level
Excitement-Seeking
Cheerfulness
Agreeableness Trust
Morality
Altruism
Cooperation
Modesty
Sympathy
Conscientiousness Self-Efficacy
Orderliness
Dutifulness
Achievement-Striving
Self-Discipline
Cautiousness
Neuroticism Anxiety
Anger
Depression
Self-Consciousness
Immoderation
Vulnerability
Openness to experience Imagination
Artistic Interests
Emotionality
Adventurousness
Intellect
Liberalism
48