Business Etiquette and Professional Conduct

Good etiquette is crucial in today’s workplace as it can promote productivity, harmony and peace in the working environment. This course provides the knowledge and skills to keep you calm, confident and courteous in any business or social setting.

During the course delegates will learn how to make a great first impression paying attention to appearance, communication and behaviour. Delegates will learn many useful techniques, for example how to remember people’s names or how to ensure conversations flow smoothly and by practising these techniques in different scenarios such as team meetings or client presentations they will build their skills and confidence.

The course also covers written and online ettiquette (netiquette), cross cultural considerations when doing business internationally, dealing with ethical dilemmas and other challenging situations.

Objective

In this course participants will:

• Understand why business etiquette matters and how to improve business etiquette culture
• Understand the three components of business etiquette – appearance, communication, and behaviour
• Know how to make a great first impression and how to dress appropriately
• Understand how to read body language
• Understand the intricacies of introducing people in business contexts and how to remember
• people’s names
• Understand the art of conversation both in person and on the phone
• Understand how your personal style influences how you communicate
• Know the right way to behave online in a business context
• Explore the do’s and don’ts of email etiquette
• Explore the business etiquette of different cultures and countries
• Know how to behave in business social contexts
• Understand the etiquette of how to deal with ethical dilemmas, personal issues, and difficult people
• Understand how to conduct a successful meeting

Course Outline

Unit 1 – Meetings

• Meetings Management
• Bad Meetings Vs Good Meetings
• Rate Your Organization’s Meetings
• Types Of Meetings
• When To Hold A Meeting
• What Do We Need To Think About To Run An Effective Meeting?
• Preparing For A Meeting
• Responsibilities Of The Meeting Leader
• The Agenda
• The Barriers To Effective Communication
• Listening & Questioning
• Dealing With Conflicts
• Meetings – A Practical Exercise

Unit 2 – Courtesy and manners

• Do Manners Matter?
• The Case for Business Etiquette
• The ABC of Business Etiquette
• Reflection

Unit 3 – First Impressions

• How To Make An Impression
• First Impressions do Count
• Nothing to Wear?
• Grooming
• Body Language
• Reflection

Unit 4 – Personal Touch

• The Personal Touch
• Introduction Etiquette
• The Hand Shake
• Polite Conversation
• Personal Style
• Reflection

Unit 5 – Nettiquette

• Netiquette – Manners In The Online World
• Civility on the Internet
• Email Etiquette
• Social Media Etiquette
• Reflection

Unit 6 – Social events

• Social Business Etiquette
• Hosting or Attending?
• Awkward Dining Moments
• Which fork?
• Socializing After Hours
• Marking Employee Events
• Reflection

Unit 7 – Issues and dilemmas

• Dealing With Challenges Professionally
• Personal Issues
• Difficult People
• Ethical Dilemmas
• Reflection

End

• Reflections
• Create an Action Plan
• Accountability = Action