INTRODUCTION
This course helps participants, as professionals, to understand the importance of business etiquette and how it can be applied with the working environment. The course will introduce participants to a combination of cultural, professional and societal rules which highlight polite behavior and respect. And finally, it will help participants to learn how to interact properly within a business, not only in face to face interactions, but also when using emails, in virtual meetings and phone conversations.
PROGRAMME OBJECTIVES
- Identify what is meant by business etiquette
- Understand the importance of both professional and cultural expectations
- Learn how to respond in a professional manner to customer and work colleagues
- Learn and understand the differences in electronic forms of etiquette
- Identify and be aware of the importance of ethical business behaviour
WHO SHOULD ATTEND?
- Executives
- Managers
- Supervisors
- Anyone planning to become more effective in delivering customer service
PROGRAM OUTLINE
- The meaning of business etiquette
- Its application within the business working environment
- The importance of appreciating diverse cultures and cultural differences
- Awareness of others’ values and expectations
- Local conventions
- Respect status
- Propar intduction
- First meetings impression
- The meaning of business etiquette
- Its application within the business working environment
- The importance of appreciating diverse cultures and cultural differences
- Awareness of others’ values and expectations
- Local conventions
- Respect status
- Propar intduction
- First meetings impression
- Expectations of different cultures
- Determinimg which etiquette style is best suited to particular cultures
- The correct forms of address
- Communicate verbally in a polite manner
- Interacting professionally by phone, letter and email
- Expectations of different cultures
- Determinimg which etiquette style is best suited to particular cultures
- The correct forms of address
- Communicate verbally in a polite manner
- Interacting professionally by phone, letter and email
- The importance of behaving in a professional manner
- Meeting protocol, preparation and attendance
- Disability in the workplace
- Chairing and setting out a meeting agenda
- The importance of behaving in a professional manner
- Meeting protocol, preparation and attendance
- Disability in the workplace
- Chairing and setting out a meeting agenda
- Dealing with difficult customers and complaints
- Their effect and perception about the business
- Maintaining a polite and professional manner in difficult situations
- Managing stress and disappointment in the work place
- Dealing with difficult colleagues/employees
- Dealing with difficult customers and complaints
- Their effect and perception about the business
- Maintaining a polite and professional manner in difficult situations
- Managing stress and disappointment in the work place
- Dealing with difficult colleagues/employees
- Business ethics overview
- The importance of behaving in an ethical manner
- Dealing with harassment in the workplace
- Dealing with conflict over ethical issues that arise at work
- Business ethics overview
- The importance of behaving in an ethical manner
- Dealing with harassment in the workplace
- Dealing with conflict over ethical issues that arise at work
