Business Etiquette and Professional Conduct

Training Objectives

• Define etiquette and provide an example of how etiquette can be of value to a company or organization.
• Understand the guidelines on how to make effective introductions.
• Identify the 3 C’s of a good impression.
• Identify at least one way to minimize nervousness while in social situations.
• Understand how to use a business card effectively.
• Identify and practice at least one way to remember names.
• Identify the 3 steps in giving a handshake.
• Enumerate the four levels of conversation and provide an example for each.
• Understand basic guidelines when it comes to the proper form of address, grammar standards and use of acronyms in e-mails.
• Understand the Basics Protocols and Etiquettes in Business Meetings
• Understand basic guidelines in the use of the telephone, voicemail, and cell phone.
• State the difference between a formal and an informal letter.
• Create an effective ‘Thank You’ note.
• Understand the meaning of colors in dressing for success.
• Understand basic guidelines in international etiquette.

Module Outlines

Module 1: Getting Started

• Course Objectives
• Case Study
• Pre-Assignment Review (Test your Business Etiquette knowledge)

Module 2: Highlighting Protocol and Etiquette Ideas:

• What is Etiquette? What is Business Etiquette?
• The Importance of Business Etiquette
• The relation between Etiquette & Ethics
• The relation between Etiquette & emotions
• The relation between Etiquette and Enhancing client service
• Etiquette for corporate Events
• How to Introduce Yourself to Others at a Business, or Networking Event
• Hot Tea Etiquette: part of good business and social etiquette
• How to Make Small Talk: 5 tips

Module 3: Communication Flow

• Creating an Effective Self Introduction (Personal Branding)
• Making a Great First Impression
• Minimizing Nervousness
• Personalization of discussion and the importance of using Names

Module 4: Etiquette During Meetings

• Knowing whether the meeting is formal or informal
• The number of people attending the meeting plays an important role in deciding the seating protocol for meetings.
• If there will be much involvement and interaction, seating under a round table will be most appropriate.
• If conflict between certain people attending the meeting is expected, the arrangement should be in such a way that the individuals are positioned on the same side of the table but with some spaces between them.
• Maintaining Interest through sitting in the middle of the table and maintain a good distance between all attendees
• State ideas clearly.
• Gain insight into asking open questions
• Use appreciative inquiry as a communication tool

Module 5: The Meet and Greet

• The Three-Step Process
• The Four Levels of Conversation
• Case Study

Module 6: Making A Memorable First Impression

• What is first Impression?
• Ways to make a good first impression.
• The smile
• The Eye contacts
• The posture
• The appearance
• Walking & proxemics
• The elements of a good handshake.
• The Hygiene & the Smell.
• Roleplay cards
• Social IQ-test
• The overall presence
• The line between casual & formal, between friendly and professional; when to do what?

Module 7: Dressing for Success

• The Meaning of Colors
• Interpreting Common Dress Codes
• Basic guidelines of the dress codes.
• Personal Grooming

Module 8: Phone Etiquette

• Developing an Appropriate Greeting
• Dealing with Messages and WhatsApp
• Cell Phone Do’s and Don’ts

Module 9: Communicate with Etiquette: The Process

• Importance of Body Language
• Your Voice quality Matters
• The 4E’S mindset!
• Principles of protocol and etiquette
• Flawless professional and personal conduct
• Preparing and hosting VIP visits and occasions
• International and local variations

Module 10: Email Etiquette and Communication

• Improve your email writing skills in simple steps
• Learn proper email etiquette and business writing techniques that get you results
• Avoid common errors in email messages that confuse people
• Improve communication within teams
• Save time in writing and responding to emails
• Write clear email messages that explain exactly what you want
• Create an email subject line which accurately describes the message’s content
• Get higher response rates
• Determine who should (and should not) receive copies of emails – in Cc or Bc
• Identify and use appropriate tone and level of formality

Customized Learning

Leap To Success is offering a variety of learning options to meet current realities and can be adapted to suit your business needs. These options include variants of online, blended and on-site course formats.

Face To Face Learning

Enabling you to have a face to face interactive and engaging learning experiences led by renowned industry experts and thought leaders with extensive practical experience who will employ a variety of interactive learning techniques, including short high-impact videos, case studies, assessments, role plays, in addition to on-going support.

Virtual Learning Labs

Interactive online learning held in real-time using Zoom and are led by international subject matter experts who incorporate case studies, breakout rooms, guided practice, simulations and discussions to maximise your learning experience.

General Methodology

Similar to any L2S training program, this program offers an interactive learning experience in which will allow the delegates to reflect on their learning through an informative, indulging, and fun classroom experience. The design of the training session focuses on the following attributes.

• Concrete Experience: The delegates will learn by doing
• Reflective Observation: Reflecting on the newly experienced skill-set
• Abstract Conceptualization: Developing deeper understanding to the learned concepts
• Active Experimentation: providing the delegates with realistic tools that can be tested in the real life

Specific Methodology

To effectively execute this program and to ensure that the end result is being achieved L2S specific training methodology in Business Etiquette & Professional Conduct program is as explained in the below stages:

Stage 1: Designing the Training Event

During this stage L2S will be assessing the learning needs from the determined objectives. Simultaneously consider practicality. In addition L2S will consider the group’s learning style in order to identify which style of learning is most suitable. During this stage L2S as well will capture a real problematic incidents reflecting on the real work environment.

Stage 2: During the training

The course design is based on the following methodology

• Role Plays
• Focus Sessions
• Learning Videos
• Case Study
• Learning Logs
• Group Problem Solving
• Implementation Plans

Stage 3: Post the Training

Post the training program delegates will be given an action plan along with a worksheet that includes the key learning points. Also L2S will design a Leader’s Tool Kit (LTK) for this particular module. The LTK helps the direct managers to evaluate the key learning points discussed during the training and allows the leader to monitor the progress of his/her employees post the training course.

Activities Brief

Listening to Listen

This fun activity is all about… listening! Shows how most of us do not listen – we prefer others to listen to us!

• Illustrates how we fail to actively listen
• Demonstrates in a novel way why we need to listen more
• Simulates a typical meeting with customers trying to get their points across
• Objectively tests levels of listening

It’s in the envelope:

The purpose of this training activity is to solve a problem as a team. Participants then work in mall groups to resolve various conflicts that might pop-up from the envelope. Can they overcome these pop-ups? Would they be able to reach objective resolution and face their conflicts? Let us see how they will do it.

Duration: 90 minutes

Time Machine:

A game exploring personal concepts of time by applying time-line techniques to planning the achievement of business goals.

Duration: 35 minutes