Objective:
- 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.
Content:
Definitions of Etiquette and Protocol
- The Importance of Etiquette in Business
- The Importance of Protocol in Business
- Applying the Right Behavior in Different Situations
- Creating the Right Image for your Organization
- Image Building and Image Management
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)
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
Managing Events and Behavior
- 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
Proper Communication Etiquette
- Phone Etiquette
- Meeting Etiquette
- Email Etiquette
Handling the Media
- Dealing with Questions
- Handling Confidential Information
- Effective Public Relations
For Whom:
This training is designed for Frontline officers 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.