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 ending 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
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
• Avoiding overt involvement in office politics
• Handling the rumour mill and office gossip
• Disability etiquette – the importance of empathy
and courtesy
ENTERTAINMENT ETIQUETTE
• Common dining etiquette mistakes
• Conversation etiquette during business lunches or
dinners
• Respectable behavior when socialising with staff and management
• Handling alcohol during and after working hours
MAINTAINING A PROFESSIONAL IMAGE
• What is acceptable dress for men and women in
business?
• Power dressing – when and how to “dress to
impress”
• Distinguish between home casual and business
casual
• Dress guide to formal and informal business
occasions
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