Personal Development

for
Airport Officer Leadership Program
Applying Standard
Attitude, Communication, Appearance & Ettiquete

Uton Wartono
Training Expert Garuda Indonesia

For
AP2
 Profile

Uton Wartono & Partners

2015 – Associate Certified Meta Coach (ACMC), The Meta-

Coach System, L. Michael Hall, USA
2012 – Licensed Master Practitioner of NLP Approved by the
Society of NLP, Richard Bandler, USA
2012 – Certified Hypno Therapist (CHT) by Indonesian Board
of Hypnotherapist, Indonesia
2012 – Certified Master of Communication, The Art of
Persuasion Techniques
Current Profession
2016-now Expert partner in designing HIG CARES n 2010 – Now : Meta Coach for Garuda Indonesia Flight
CARES and HIG Training Development Attendants students to unleash their potentials to
achieve the best Cabin Staff in 2014, 2015, 2016,
2016 – Now : Developing Uplifting Service for front
2017
line staff all over Indonesia in Iine with 5 star
airline requirement 2005 – Now : Guest Speaker for BUMN, Goverment
Institution and Universities
2015 – Now : Certified Coach many professions
2003 – Now : Service Oriented Master Trainer for more
2010 – Now : Developer of Professional Attitude for
than 15 companies in Indonesia
Pilot
2000 – Now : Training Expert with more than 17.000
teaching hours
Objectives

1. Develop interpersonal communication to

present customer with hospitable experience

2. Practice warm smile, polite words, friendly

intonation and proper body language

3. Present Professional Appearance and

Ettiquete
 Training Schedule

Half Day Session

Session 0 08.00-09.00 Understanding Attitude & Behavior to build
hospitable Habit.
Session 1 09.00-10.00 Interpersonal Communication
How to Apply 3V in Standard Communication
Criteria of Professional Dialogue.

Session 2 10.15-11.15 Practice warm smile, polite words, friendly

intonation and proper body language.
Session 3 11.15-12.00 Standard Appearance & Etiquette.
Short Presentation on Personal Change
 Training Methods

• Classroom Activities
• Group Discussion
• Direct Observation and Feedback on for
Appearance, Grooming, and Ettiquete
 Understanding Attitude &
Behavior to Build Hospitable
Habit
 KNOWLEDGE : 5 - 15 %

 Menjadikan Anda ‘bright’

 SKILLS : 10 - 25 %

 Menjadikan Anda ‘right

 ATTITUDE : 60 – 85 %

 Menjadikan Anda ‘high’

W H AT D O YO U T H I N K O F T H ES E T WO
P I C T U R ES ?

c
As a leader what personal
changes are
You going to do
Interpersonal Communication
How to Apply 3V in Communication
 Start with Communication …

…the art of transmitting information,

ideas and attitudes from one person
to another.
 3 V’s IN COMMUNICATION

VERBAL : •THE “WORDS” WE USE  7%

VOCAL : • VOICE VARIETY  38%

• INTONATION
• EXPRESSION
• SPEED & PAUSE

VISUAL : • BODY MOVEMENT  55 %

• HEAD MOVEMENT
• POSTURE
• GESTURE
• FACIAL EXPRESSION
• EYE CONTACT
5 criteria of words and sententes

1.Always polite,
2.Warm
3. Free of negatives
4. Free of jargon or slang
5.Gentle, Guest-centric

Exercises using the following Tones

#3 (Mi)
#2 (Re)
1. ____________________________________

2.____________________________________

3.____________________________________

4.____________________________________
Practice on warm smile, polite words,
friendly intonation and proper body
language.
Criteria of a standard service dialogue

• Standing
• Smiles & Node
• Greeting
• Pointing

• Pointing Document
• Hand Over Document / Business Card
• Walking
• Sitting Down
 Grooming :
The things that you do to
make your appearance clean
and neat
 MALE  FEMALE
 Hair tonic  Compact powder
 Comb  Lip stick
 Eye drops  Lip conditioner
 Mascara
 Shaving foam/after shave
 Eye shadow
 Shaver  Fragrance
 Face foam/face scrub  Comb
 Oil face paper  Deodorant
 Tooth brush and tooth paste  Oil face paper
 Eye drops
 Mouthwash
 Shaver
 Fresh mint  Hair spray
 Lip balm  Toot brush
 Deodorant  Mouthwash
 Fragrance  Fresh mint
 Nail clipper
 KEMEJA PANTALON DASI
• Soft/Putih • Biru Tua • Biru Muda
• Maroon
• Soft/Putih/Krem • Coklat Tua • Coklat Muda
• Kuning Gading
• Kehijauan
• Soft/Putih • Hitam • Maroon
• Warna Apa saja
• Soft/ Putih • Abu-Abu Tua • Maroon
• Biru Tua
Short Presentation on Personal
Change
 1. Greet enthusiastically

2. Tell them that you are happy

Opening 3. Inform Yourself ( If Appropriate )

4. Introduce Subject & Its part, mention How Long

5. Mention the Objective & Encourage attention

1. Close with strong positive sentence

Closing
2. What’s next