Business Etiquette

Module One: Manners and Courtesy Matter

• Learning objectives
• Etiquette and professionalism go hand-in-hand
• Setting expectations

Module Two: Respect Yourself

• Control what you can
• Why bother?
• Creating boundaries
• Dealing with people who stress you out
• Saying “no” diplomatically

Module Three: Respecting Others

• Your esteemed colleagues
• Making a good first impression
• Keeping your cool when a customer is hot
• Interacting with people who have disabilities
• Show consideration for property

Module Four: Building Rapport and Making Connections

• Human connections
• Positive language
• Listen up
• The power of what is not said

Module Five: Building Better Relationships

• Actions speak loudly
• Interrupting
• Being king of the world
• Who is right and who is wrong

Module Six: Taming Technology

• Netiquette
• The telephone
• Voice mail

Module Seven: How to Be a Respected and Respectful Manager

• Do you have what it takes?
• Humor
• Encouraging employees
• Develop trust
• Mistakes that cannot be overcome