Courses Details
Course Overview

In today's competitive and uncertain times, workers must learn to quickly, adapt, integrate and succeed in diverse work environments which means business etiquette is more important than ever!  Much more than just "please” and “thank you”, etiquette is about presenting yourself with the kind of finesse that shows you can be taken seriously, lead a team, and responsibly accomplish your objectives.  This course is designed for people who want to polish their skills and improve their professional image.  Information is presented in a humorous, relaxed style that cuts to the heart of today's etiquette concerns.  Hands-on activities will be used to reinforce learning points and represent diverse workplace cultures.

Course Schedule
Target Audience
Professionals from any discipline or level. 
Course Prerequisites
Good communication skills
Expected Accomplishments
Explain the four basic behavioural styles and how to adapt to each
Describe appropriate office dress
Demonstrate effective self introductions, introductions of others, and small talk
Successfully navigate a business meal
Develop an action plan to improve personal professionalism
Course Outline
Greeting, meeting and introducing people
Characteristics of a good handshake
Create a positive first impression that lasts
Tips to help you remember names
Introduce staff, guests and VIPs professionally
Various forms of address and when to use them
Saying goodbye and concluding conversations
Business card etiquette

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

Correspondence and technology etiquette
Communication styles – which style suits you best?
Various communication channels and their pros and cons:

Mastering meetings
Understanding correct meeting protocols 
Polite ways of interjecting, commenting or voicing an objection
Tips and techniques for chairing a meeting successfully 

Behaviour 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

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
Disability etiquette - the importance of empathy and courtesy

Maintaining a professional image
Distinguish between home casual and business casual
Dress guide to formal and informal business occasions 

Embrace cultural diversity and customs
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

Gracious Host, Gracious Guest: The Art and Science of Entertaining