Business Etiquette

Duration 1 day

Course Outline

Conversation techniques

  • Timing-it’s if and when you say it
  • Tone-it’s how you say it
  • Volume-it’s how loud you say it
  • Guidelines for making small talk that
    matters
  • Tips for dealing with difficult people
  • Use body language to complement
    your message

The art of networking

  • Devising your own networking strategy and objectives
  • Making an entrance and working the room
  • Techniques for smoothly joining and leaving groups
  • Learning to self-promote yourself without appearing arrogant
  • Adhering to essential rules for good networking
  • Identifying inappropriate places for networking

Correspondence and technology etiquette

  • Communication styles – which style suits you best?
  • Various communication channels
    and their pros and cons:
    * The business letter
    * The quick (often regretted)
    e-mail
    * Internet communication
    using facilities like
    netmeeting, MSN and Skype
    * Answering cell phones,
    SMSes and taking calls

Mastering meetings

  • Understanding correct meeting protocols
  • Polite ways of interjecting,commenting or voicing an objection
  • Tips and techniques for chairing a meeting successfully
  • Methods for getting and keeping your meeting on track
  • Greeting, meeting and introducing people
  • Characteristics of a good handshake
  • Create a positive first impression that lasts

Behavior during a crisis

  • The importance of keeping your temper under control
  • Dealing calmly to resolve interpersonal conflict
  • Managing the performance, not the person
  • Tips to deal with your own stress
  • Tips to help you remember names
  • Introduce staff, guests and VIPs professionally
  • Various forms of address and when to use them
  • Saying goodbye and ending conversations
  • Business card etiquette

Dealing with managers, colleagues and staff

  • Understand how business hierarchy is structured
  • Know how seniors expect to be treated
  • Discover how to give and receive credit and compliments
  • Understand reporting lines and their importance
  • Avoiding overt involvement in office politics
  • Handling the rumor mill and office gossip
  • Disability etiquette-the importance of empathy and courtesy

Entertainment etiquette

  • Common dining etiquette mistakes
  • Conversation etiquette during business lunches or dinners
  • Respectable behavior when socialising with staff and management
  • Handling alcohol during and after working hours

Office relationships

  • The appropriate use of space and touch in the office
  • Understanding what constitutes sexual harassment
  • Know how to steer clear of any behavior that could give offence
  • The inherent danger of office romances or “flings”
  • What to do when your personal and professional lives overlap

Maintaining a professional image

  • What is acceptable dress for men and women in business?
  • Power dressing-when and how to “dress to impress”
  • Distinguish between home casual and business casual
  • Dress guide to formal and informal business occasions

Ethics in the workplace

  • Confidentiality and disclosure of company information to external parties
  • A guide to accepting / offering gifts or favours
  • Correct actions if a bribe is solicited by a customer, client or supplier