Business Etiquette

This instructor-led full day course provides guidelines for professional business etiquette, such as how to choose polite and positive responses to rude behavior, and how to establish positive connections with anyone.

Do manners matter? Absolutely! A company without common courtesies experiences more employee turnover, more Equal Employment Opportunity Commission (EEOC) expenses and more time spent on paperwork related to complaint issues. When you do not use manners or common courtesy, it shows a lack of consideration and professionalism. People then make judgments about you regardless of your abilities.
Business etiquette is defined as the conduct or procedures that are generally acceptable and polite in the workplace. It is typically a set of unspoken expectations that most people either meet or find out about when they do not meet them.

Module One: Manners and Courtesy Matter

• Learning objectives
• Etiquette and professionalism go hand-in-hand
• Setting expectations

Module Two: Respect Yourself

• Control what you can
• Why bother?
• Creating boundaries
• Dealing with people who stress you out
• Saying no diplomatically

Module Three: Respecting Others

• Your esteemed colleagues
• Making a good first impression
• Keeping your cool when a customer is hot
• Interacting with people who have disabilities
• Show consideration for property

Module Four: Building Rapport and Making Connections

• Human connections
• Positive language
• Listen up
• The power of what is not said

Module Five: Building Better Relationships

• Actions speak loudly
• Interrupting
• Being king of the world
• Who is right and who is wrong

Module Six: Taming Technology

• Netiquette
• The telephone
• Voice mail

Module Seven: How to Be a Respected and Respectful Manager

• Do you have what it takes?
• Humor
• Encouraging employees
• Develop trust
• Mistakes that cannot be overcome