Business Etiquette and Protocol

This course is designed for:
Personnel officers, personal assistants, employees in the hospitality business and all those whose position requires dealing and interacting with important persons in both government and private sectors.

Objectives

• Behave correctly in both business and social situations.
• Interact effectively with different types of guests.
• Play the role of the ideal host at various functions.
• Organize and manage events such as business luncheons and formal dinners.
• Meet and greet important guests, clients and customers in a proper manner.
• Deal successfully with the media.

Course Outline

Day 1

Definitions of Etiquette and Protocol

• The Importance of Etiquette in Business.
• The Importance of Protocol in Business.
• Applying the Right Behaviour in Different Situations.
• Creating the Right Image for your Organization.
• Image Building and Image Management.

Day 2

Guest Relations

• Gaining Guests’ Respect.
• Understanding Human Relations.
• Proper Greetings and Introductions.
• Professional Hand-Shaking.
• Giving Business Cards in a Proper Way.
• People’s Names (Pronunciation and Remembering).

Day 3

The Ideal Host

• Key Qualities of the Ideal Host.
• Dealing with Different Types of Guests.
• Handling Difficult Personalities.
• Dealing with Guests’ Complaints.
• Handling Guests’ Complaints in a Timely Manner.
• Perception and Business Relations.

Day 4

Managing Events and Behaviour

• The Business Meal.
• Table Manners at Business Lunches and Business Dinners.
• Setting of the Room and Table.
• Mistakes to Avoid at Business Events.
• Meeting Guests at Airports.

Day 5

Proper Communication Etiquette

•  Phone Etiquette.
• Meeting Etiquette.
• Email Etiquette.
• Handling the Media
  • Dealing with Questions.
  • Handling Confidential Information.
  • Effective Public Relations.