How quickly do you usually form a first impression of someone's attitude toward you?

• 5 seconds (when you first see him/her)

• 10 seconds (after his/her first word to you)

• 30 seconds (after exchanging a few sentences)

What are some ways you can project a positive attitude?

What are the three forms of positive communication?

What % of total communication is spoken words?

• 7%

• 38%

• 51%

• 3%

What % of total communication is tone of voice?

• 3%

• 38%

• 7.5%

• 10%

What % of total communication is body language?

• 5.5%

• 8%

• 55%

• 72%

Why is it so important to say "thank you" to customers and co-workers?

What are some ways you can communicate positively with our internal and external customers with words?

What are some of the way you can communicate positively Through tone of voice?

What are some of the way you can communicate positively Through body language?