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
