In today’s work environs, its virtuous and prudent for an individual to be aware of protocol, goo work etiquette, corporate courtesy, and customer care. Lack of this vital and essential knowledge, one may be construed as being rude, intolerant, and disrespectful to people of different positions, cultures, and persuasions.

Program Objectives

At the end of the course, participants will be able to:

• Enhance their professionalism and effectiveness in discharging their duties.
• Explain how to behave correctly in both business and social situations.
• Interact and communicate effectively with different types of people.
• Break down how to employ appropriate email, phone and voicemail etiquette.
• Apply proper protocol and etiquette in their day-to-day workplaces.
• Relate well with superiors and peers in their organizations.
• Portray a positive professional image.
• Handle customers with care as well as managing complaints and difficult customers.

Target Audience

This program sources for frontline and other staff whose work involve dealing with customer on regular basis. These include secretaries, office administrators, receptionists, staff involved in protocol and handling VIPs.

Training Period

• Classroom: 5 Days
• Online: 7 Days

MODULES

Module 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.

• Module 2: Guest Relations
  • 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.
  • 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).
• Module 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.
• Module 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.
• Module 5: Proper Communication Etiquette
  • Phone Etiquette.
  • Meeting Etiquette.
  • Email Etiquette.
  • Handling the Media
  • Dealing with Questions.
  • Handling Confidential Information.
  • Effective Public Relations.

Delivery Method

This program is taught through a mix of practical activities, theory, group work and case studies. Training manuals and additional reference materials are provided to the participants.

CERTIFICATION

Upon successful completion of the training, participants will be awarded a certificate of course completion

Course Booking

Please use the “book now” or “inquire” buttons on this page to either book your space or make further enquiries.