How important is Impression Management? What kind of influence it has on your clients, colleagues and especially your top management? And more importantly how can an HR Manager help with it?

We all have found ourselves in this situation more than once in our organizations when together we are all trying to make a positive impression on the leader of the organization. This is one classic example of Impression Management. A term coined by Erving Goffman in 1959 which states that one tries to alter one’s perception according to one’s goals. Managing the impression today has become an important skill to accomplish goals and be effective in managing relationships both professional and personal.” This applies to those working in facility management  services as much as it does for those in project management.

Let’s look at few basic ways for an individual to work out one’s Impression Management – To begin with, concentrate on what you wear and how you look; make sure that you always dress as per the occasion, focus on the words you speak which include the way you communicate. Know your company product and its processes thoroughly, this is mandatory irrespective of whom you are communicating with. For example, if you’re working with a real estate asset management company, be aware of all your clients, your strengths and the company objective. Be a good listener, be empathetic and most importantly be authentic. Companies today are investing a lot of time and money to cultivate good relationships internally as well as externally and continuously working towards building a high standard of excellence for their brand where Impression Management plays a crucial role.

Today, especially in the case of larger firms such as project management companies in India, employees are encouraged to become brand ambassadors for their firms and are given both the training and tools to play this vital role. The concept of brand ambassadorship by employees goes beyond impressive visiting cards and includes participation in specific training sessions, using personal social media accounts to make the brand stand out more prominently and favorably, obtaining customer testimonials, etc. Employees who are expected to play this role can reasonably expect to be given access to the company’s proprietary research, well-designed capability decks, and various brand=specific accessories. A responsible company that expects its employees to help create more brand awareness for it must be open to suggestions and be ready to implement them. Finally, the best brand-building tool the company can give its employees is healthy, well-designed workplaces where it is a joy to work and a matter of prestige to receive a client.

At an organizational level, with increasing awareness amongst the stakeholders and constant media exposure, there is a pressure on the corporates to portray and maintain a certain image. Corporates such as real estate advisory companies are trying to inculcate transparency in their processes in order to build confidence in the employees, customers, shareholders collectively. Facility management companies are going beyond the mandatory disclosures as set by the government in giving out information, one of the examples being the financials – monthly, quarterly, annual performance of the company in order to maintain and grow their reliability quotient in the business world.

Managing social relationships becomes a lot easier once we have arrived at an understanding of what makes others tick and their social context. With that awareness, we are able to fine-tune our communication to align with what may be of value to them and how the symbiotic association could lead to win-win for both parties. As a result, we are able to conduct our social interaction in a way that helps us be more authentic and build meaningful relationships in the process

Statistics reveal 78% of customers have not made an intended purchase because of poor customer service. Weak internal relationships have led to lesser productivity as compared to the company’s actual potential. Right Impression Management training will give you the credibility you require to do your work smoothly and efficiently. It will also help you and your company in building the goodwill that will lead to collaborative relationships with your colleagues and clients, repeat business, recommendations, more productivity, and an increase in revenue. Success in every way! Impression Management – definitely an important and mandatory requirement.