Business Etiquette

INTRODUCTION

1. In a dynamic and changing business environment, all professionals must understand the concepts of business etiquette and learn how to apply business etiquette rules in a wide variety of typical business situations.
2. The customer-centric organization inevitably wins. The emphasis on training and honing of skills leads to better professional abilities and this becomes the key factor leading to individual, departmental and organizational efficiency.
3. This short and intensive training program entitled: “BUSINESS ETIQUETTE” is an attitudinal-based training experience where participants gain the confidence and most up-to-date skills-set enabling them to create a customer service-centric organization.

COURSE DESIGNED FOR

4. Our Business Etiquette Training course is aimed at people who work across cultures. These may be personnel dealing with international clients at home or globetrotters travelling to foreign countries for business visits.
5. It is also designed for company employees whose job duties and responsibilities routinely place them in the frontline of establishing service standards.
6. The benefits they will derive are:

• A basic understanding of the culture, values and norms of Business Etiquette
• Knowledge of the etiquette and protocol associated with areas such as meeting and greeting, dining, gift giving, exchanging business cards, arranging meetings and conducting negotiations.
• Increase chances of success when doing business with people from different cultures.
• Have the confidence to get the needed results
• Enhance their image and reputation through presenting themselves appropriately
• Build stronger and longer lasting business relationships
• Create patterns of excellence in etiquette and protocol
• Create a professional image, office etiquette, and maintain positive office relationships.
• Use the Internet appropriately when at work and handle ethical dilemmas
• Be a good conversationalist, and follow proper etiquette in meetings.
• Display courtesy on the telephone, in voice mails, and in written communications.
• Be a courteous traveler and prepare for international business trips.

COURSE CONTENTS

This 1-day program has been divided into the following 5 Modules:

MODULE 1  DEVELOPING A CULTURE OF BUSINESS ETIQUETTE AT THE OFFICE

• Assumptions and Behaviors at Work
• Understanding business etiquette
• Uncovering the 8-Questions Formula to Business and Office etiquette
• Maintaining a professional appearance
• What is cubicle and office etiquette
• Practicing cubicle etiquette and office etiquette to develop great office relationships
• Avoiding rumors and gossip
• Developing relationships with superiors and staff

MODULE 2  PROFESSIONAL BUSINESS CONDUCT

• Appropriate use of the Internet in a work environment
• Maintaining loyalty and confidentiality
• Personal issues in the workplace
• Handling personal issues in the workplace

MODULE 3 COMMUNICATING IN THE WORKPLACE

• Understand How to Welcome, Meet, Greet and Strike Empathy
• Promote Positive “chemistry” by Recognizing and Responding to the Needs of Each Individual
• How to Handle Doubts, Misunderstandings, and Complaints
• Etiquette in meetings
• Understanding meeting protocol
• Etiquette in business communication
• Telephone courtesy
• E-mail etiquette
• Composing the body of e-mail messages
• Writing guidelines
• Formatting a business letter
• Writing memos and informal letters

MODULE 4 MASTERING ENHANCED COMMUNICATION TECHNIQUES

• Knowing How to Work Effectively in a Multi-Cultural Multi-National Environment
• Working to Build Trust and Commitment that Emphasizes:
• Verbal Communication
• Non-verbal communication (Body Language)
• Listening skills (Active, Passive and Reflective Listening)

MODULE 5  BUSINESS TRAVELLING, FUNCTIONS AND EVENTS

• Attending business functions and events
• Identifying types of business functions
• Following etiquette at business functions
• Business dining
• Following etiquette for business dining
• International travel
• Understanding cultural orientation
• Showing respect to your hosts

CONDUCT OF PROGRAM

8. The mode and style of conduct will be:

• Training

The participants will be imparted theoretical knowledge and skills in a highly interactive environment. Practical aspects of this training will involve hands-on exercises. Appropriate humor, small group discussions and open-dialogue would be the order of the day. All course and learning material would be provided.

• Time Factor

This is a 1-day program; 0800 to 1500 hours (with lunch and prayer break)