Course Outlines:
Modules One:
Principles of business etiquette and protocol
- Definitions and concepts
- Guiding principle
- Importance of etiquette in business
- Importance of protocol in business
- The importance of manners
- Creating the right corporate image
- Six basic principles
Modules Two:
Achieving communication success
- Communication levels and definitions
- The four principles of communication
- Elements of the communication process
- Communication delivery aspects
- Barriers to effective communication
- Overcoming communication barriers
- Communicating across cultures
- Managing perceptions and biases
- Communication key qualities
- Listening etiquette
Modules Three:
Personal and professional conduct
- Universal expectations for behaviour
- Etiquette for formal occasions
- Handling difficult personalities
- Four choices for dealing with various behaviours
- International business etiquette
- Customs and cultures
- Best practices
Modules Four:
Planning and hosting VIP occasions
- Preparation for official visits
- Protocol at events and summits
- Key qualities of the ideal host
- Seating strategies
- Risk and contingency planning
- Mistakes to avoid
- Meeting at airports
Modules Five:
Proper communication etiquette
- Phone etiquette
- Meeting etiquette
- Email etiquette
- Titles and forms of address
- Exchanging gifts
Modules Six:
Variations in protocol and etiquette
- Administrative protocol
- Flags, anthems, and logos
- Awkward situations and solutions
- Panoramic view of variations