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People skills are the key to creating extraordinary work relationships
with your clients, bosses and coworkers.
The rules of business etiquette are what guide professional interaction. Due to the different backgrounds, beliefs and cultures that comprise the workforce, businesses find themselves needing resources to train their employees on how to interact with each other and with clients. Business etiquette training is a way to ensure your employees have the tools they need to succeed in professionally representing your business.
Studies show the use of etiquette training to ensure business success is a growing trend. The American business market is becoming more casual, while at the same time expanding to more corners of the globe than ever before. These factors create an increased demand for businesses to take a proactive approach in etiquette training.
Business Etiquette Training On-Site
Every day, business deals are lost due to ineffective communication between companies and international clients, or a cherished new recruit is lost due to interaction problems in the office. We at First Impression Management, Inc. are committed to ensuring that your business avoids mishaps due to a lack of proper business etiquette. Our business etiquette training programs are customized for your specific needs and cover a wide range of topics including the importance of attitude, nonverbal and verbal communication guidelines, forms of address, telephone and email etiquette and more.
Technology dominates the business environment, but how many times have you heard, “This is still a people business!” This means that along with good customer service we must include courtesy, politeness and class in our daily business encounters. In response to this need we created this no-nonsense training program that teaches how business is conducted in the United States.
This program is specifically designed for groups who want to polish their skills and improve their professional presence. Our business etiquette training is presented in a relaxed style but is direct in addressing today’s business issues.
Topics available for your training session:
- The messages your attitude sends
- Understanding and using body language
• Eye grammar
• Facial expressions
• Head movement
• Posture and stance
• Proximity
• The importance of your smile
• Your visual appearance
- The power of words
• Words you should know and use
• Words you should avoid
• Alternative words and phrases to use
• Assessing your communication skills
- Listening skills – your secret weapon
• Clear speaking - clear listening.
• Listening is always interpretative.
• Culture and personal history.
• Perceptions .
• How mood affects our listening.
• Communication requires listening.
- Verbal communication
• Your tonality
• Geographical dialects
• Understanding pace
• Your grammar – how important is it?
- Your handshake – the ultimate greeting
• Types of handshakes and what they reveal
• Rules for shaking hands
• Practice session
- What’s in a name? (the power)
- Introductions
• Who is introduced to whom
• When you are the introducer
• When you are being introduced
• Introducing yourself
• Practice session
- Business card Usage
• The importance of it
• When to ask for one
• How to give your card
• When to give your card
• Asking for someone else’s card
• Using business cards as calling cards?
- Telephone skills
• What’s in a name
• The importance of your tonality
• Your grammar – how important is it?
• How to answer the telephone
• Understanding pace
• Telephone call faux pas
• Using speaker phones
- Electronic etiquette
• Know what’s behind every message
• Making yourself perfectly clear
• Use of upper and lower case
• Does grammar still count?
• Appropriate times to send e-mails
• How to make e-mails more effective
• Sending “Thank You” e-mails?
- Managing a meeting
• Preparing for a meeting
• Opening a meeting
• Conducting a meeting
• Closing a meeting
• Where to sit
• Serving refreshments
• If others join you in the meeting
• Follow-up after the meeting
- Clients visiting you in your office
• Inviting a client to your office
• Meeting your client
• Where to sit
• Serving refreshments
• If others join you in the meeting
• Follow-up after the meeting
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- Visiting clients in their office
• Meeting your client in their office
• Where to sit
• Accepting refreshments
• If others join you in the meeting
• Follow-up after the meeting
• Pleasing the customer
• The art of listening
• The art of questioning
• Handling demanding people
• Dealing with missed deadlines
- Networking Events
• Name tag etiquette
• Working the room
• Flirting at work
• To drink or not to drink
• Eye contact
• Watch your body language
- Executive Etiquette
• Setting standards
• Creating a positive climate
• Inspiring and motivating
• Mentoring
• Management etiquette
• Communicating a decision
• Overcoming objections
• Winning cooperation
• Preventing de-motivation
• Monitoring progress
• Praising and rewarding
• Speaking confidently
- Business gifts
• Appropriate or not
• Gifts from outside
• Gift choices
• Accepting and declining gifts
• You and your coworkers
- Grasping company culture
• Face-to-face communication
• Respecting rank
• Requesting and offering help
• Share the credit
• Eavesdropping
• Animosities and squabbles
• Handling gossip and rumors
• Squelching offensive comments
• Dealing with petty annoyances
• Exchanging gifts with coworkers
• Clustering at the water cooler
• Networking at lunch time
• Office party pitfalls
- Office etiquette
• The effects of gossip
• Closing your door
• Cubicle etiquette
• Workplace decor
• Eating at your desk
• Using a speakerphone
• Courtesy in common areas
• The office gift – chipping in
• In the office kitchen
• Storing food in the fridge
• Cooking and microwaving
• Washing dishes and cleaning-up
• The food thief
• Communal lunches
- Women and men together
• Romance in the workplace
• The flirter and the flirtee
• Dating policy
• Romances in the office
• Sexiest language
• Responding to harassment
- Office building etiquette
• In and out the door
• Elevator etiquette
• Riding escalators
• Building personnel
- Business travel
• Trouble-free clothing
• Traveling with your superior
• Traveling with your client
• Dealing with hotel staff
• Tipping guidelines
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At the end of this program, your employees will be able to: |
