Course Overview

Business Etiquette is so much more complex than knowing table manners like which fork to use at a business lunch. This training course examines the basics, most importantly to be considerate of others, dress/appearance, the workplace versus social situations, business meetings, proper introductions and ‘the handshake’, conversation skills/small talk, cultural differences affecting international business opportunities, dealing with interruptions, and proper business email and telephone etiquette

Learning Objectives:

At the end of this session, participants will be able to:

  • Create a professional image, follow cubicle and office etiquette, and maintain positive office relationships;
  • Use the Internet appropriately when at work and handle ethical dilemmas and personal issues in the workplace;
  • Introduce people properly, be a good conversationalist, and follow proper etiquette in meetings;
  • Display courtesy on the telephone, in voice mails, and in written communications.
  • Follow proper etiquette at business functions and dinners;
  • Identify formal table settings for business dining;
  • Apply courtesy while on local and international business trips.

Course Outline:

Lesson 1: Business Etiquette and Office Protocol

  • Teaser 1
  • Teaser 2
  • Teaser 3
  • Teaser 4
  • Teaser 5
  • Definition: etiquette
  • Office and business etiquette
  • Office protocol
  • 10 office protocol rules
  • Office etiquette & practicing office etiquette
  • Case study
  • Tired of bad manners in your office?
  • Maintaining a professional appearance
  • Cubicle etiquette & practice of cubicle etiquette
  • Privacy
  • Phones
  • Talking
  • General noise
  • Smells

Lesson 2: Office Relationships

  • Office relationships
  • Romance in the workplace – the bad
  • Romance in the workplace – the ugly
  • The supervisor/subordinate relationship – double trouble
  • What to do when romance is unavoidable
  • Developing positive relationships with co-workers
  • Characteristics that make up good, healthy working relationships
  • How to build good work relationships
  • Appropriate use of the internet
  • Accessing the internet

Lesson 3: Ethical Dilemmas

  • Ethical dilemmas
  • Ethical dilemma casestudy 1
  • Ethical dilemma casestudy 2
  • Ethical dilemma case study 3
  • Ways to communicate effectively in the workplace
  • Understanding business etiquette in meetings
  • Understanding meeting protocol and conducting yourself properly in meetings
  • Telephone courtesy and applying telephone courtesy
  • E-mail etiquette
  • E-mail tips:
  • Writing memos and informal letters
  • Tips for effective business memos
  • Letters
  • Strategies for effective letters

Course Timeline:
Lesson 2 also treats in full details the problems of entering into office relationships. Office romance between boss and subordinates and between colleagues and how to avoid it This lesson treats how to develop good working relationships. The rest of the topics are listed below. • Office relationships • Romance in the workplace – the bad • Romance in the workplace – the ugly • The supervisor/subordinate relationship – double trouble • What to do when romance is unavoidable • Developing positive relationships with co-workers • Characteristics that make up good, healthy working relationships • How to build good work relationships • Appropriate use of the internet • Accessing the internet
Lesson 3 treats ethical issues using case studies to demonstrate some difficult situations. It discusses effective communications in meetings, with e-mails, telephone and letter/memo writing courtesies. The rest of the topics are listed below • Ethical dilemmas • Ethical dilemma case study 1 • Ethical dilemma case study 2 • Ethical dilemma case study 3 • Ways to communicate effectively in the workplace • Understanding business etiquette in meetings • Understanding meeting protocol and conducting yourself properly in meetings • Telephone courtesy and applying telephone courtesy • E-mail etiquette • E-mail tips: • Writing memos and informal letters • Tips for effective business memos • Letters • Strategies for effective letters
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Lesson 1 begins with a graphical display of Teaser 1-5, which to a very great extent has explained the topics to be discussed under Business Etiquette and Office Protocol. The rest of the topics for lesson 1 are as follows: • Definition: etiquette • Office and business etiquette • Office protocol • 10 office protocol rules • Office etiquette & practicing office etiquette • Case study • Tired of bad manners in your office? • Maintaining a professional appearance • Cubicle etiquette & practice of cubicle etiquette • Privacy • Phones • Talking • General noise • Smells

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