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