Professionalism and Business Etiquette Training from CBT Direct

Professionalism and Business Etiquette Curriculum Outline

Standard Business Etiquette

Overview/Description
The rules of proper business etiquette are changing. In many corporations, middle management and the concept of seniority are being replaced by a flat organizational structure and intense competition. Such an environment makes the need for appropriate behavior especially crucial, particularly if youre looking to advance your career. How do you maintain your private space when you sit in one of a dozen cubicles? How should you address your peers and superiors, and whats the proper attire for todays corporate culture? In this course, youll learn how to conduct yourself in the standard business environment with poise and confidence.

Target Audience

Human resources, training organizations, and workers looking to improve their images

Expected Duration

2.5 hours

Objectives :

Lesson Overview

recognize the importance of understanding the basics of business etiquette.

Getting Acquainted: The Etiquette of Introductions

identify principles of good etiquette during business introductions.

Speaking Up: The Etiquette of Communication

identify principles of business etiquette for speaking with co-workers.

Wearing It Well: The Etiquette of Business Attire

analyze ways to dress appropriately according to an etiquette decision model.

Lesson Overview

recognize the importance of learning the proper etiquette for getting along with your co-workers.

Close Quarters: The Etiquette of Offices and Cubicles

apply steps to discourage work space intrusions in a given business scenario.

identify examples of the etiquette of personal space at work.

Positive or Negative: Etiquette and Opinions

analyze opinions expressed between co-workers in specific business scenarios to determine if correct etiquette has been used.

Head to Head: Etiquette and Conflicts

apply the proper conflict-handling etiquette in a given business scenario.

Lesson Overview

recognize the importance of learning the proper etiquette when interacting with members of the opposite sex.

Etiquette and the Office Romance

identify guidelines of proper etiquette to use regarding the office romance.

Chivalry in the 21st Century

identify examples of chivalrous behavior that conform to the guidelines of etiquette for the 21st century.

Lesson Overview

recognize the importance of learning the proper etiquette of leading and following.

The Etiquette of Company Decision-making

match supervisory styles and company cultures to the way decisions are made within each.

Leading the Leaders

analyze interactions between supervisors and subordinates for effective decision-making strategies.

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Communication Business Etiquette

Overview/Description
Hows it going? Is this an appropriate greeting in todays corporate workplace? How about telephone use? Is it always necessary to return phone calls? If so, how soon should you do it? Is e-mail the method of choice for communicating all your ideas, or is another way better? How important is your tone of voice when dealing with a customer? All these questions are a matter of etiquette. How you communicate--in person, over the phone, electronically, and with customers--has a direct effect on how people treat you, on whether you sell your idea or product, and on how quickly you advance in your career. In this course, youll learn the subtleties of communication etiquette in the world of business.

Target Audience

Human resources, training organizations, and employees

Expected Duration

2.5 hours

Objectives :

Lesson Overview

recognize the importance of understanding modern communication etiquette challenges.

Typical Causes of Communication Mistakes

identify typical causes of communication etiquette mistakes.

The CAGE Decision-making Model

identify components of the CAGE decision-making model.

Benefits of Using the CAGE Model

identify how the CAGE decision-making model helps to determine the proper communication etiquette.

Understanding Culture, Audience, and Goal

identify questions you should ask when using the CAGE model to determine the appropriate communication etiquette.

Applying Culture, Audience, and Goal

analyze whether the CAGE model has been applied appropriately to business situations.

Lesson Overview

recognize benefits of knowing functional communication etiquette.

Writing Etiquette

match types of writing tools to appropriate circumstances.

Telephone Etiquette

identify key aspects of proper telephone etiquette.

Applying Telephone Etiquette

apply the four steps of proper telephone etiquette in a business scenario.

Modern Communication Tools

analyze whether modern communication tools have been used effectively in a given situation.

identify principles of the CAGE model.

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Etiquette at the Business Meeting

Overview/Description
Sleep not when others speak, sit not when others stand, speak not when you should hold your peace, walk not on when others stop. Was George Washington referring to the etiquette required at the business meeting? Indeed, such meetings have their own set of rules. Did you know that its acceptable to use the telephone to invite people to a small, informal meeting but that written invitations are considered proper for all formal meetings? Did you realize that at a business lunch, small talk should be reserved for the period before the food has been ordered? Such is the nature of etiquette at the business meeting. In this course, youll learn the proper conduct to display during both formal and informal meetings, negotiations, and entertainments.

Target Audience

Human resources, training organizations, and employees

Expected Duration

3.0 hours

Objectives :

Lesson Overview

recognize the value of understanding the relationship between proper etiquette and the business meeting.

Why Do People Hate Meetings?

identify reasons people dislike meetings.

When Are Meetings Appropriate?

identify appropriate reasons for having a meeting.

The Roles People Play

identify tasks required for the three key roles played at a business meeting.

Showing Interest

identify ways of properly demonstrating interest at a business meeting.

Lesson Overview

recognize the value of planning for a meeting according to the principles of proper etiquette.

Preparing to Attend a Meeting

analyze whether someone has effectively prepared for a business meeting using the principles of proper etiquette.

Meeting Agendas

assess whether the appropriate steps have been taken in preparing an agenda in a given business scenario according to the principles of proper etiquette.

Lesson Overview

recognize the value of applying proper etiquette when running a business meeting.

Facilitating Participation

evaluate a given meeting scenario to determine if a meeting leader is successfully facilitating participation.

Staying Focused

evaluate a given meeting scenario to determine if the meeting stayed focused.

Dealing with a Difficult Person

employ proper etiquette to handle a difficult person in a given business meeting scenario.

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Business Etiquette for Supervisors

Overview/Description
Some supervisors seem to be able to energize their employees to give their best efforts. Other supervisors have to engage in a battle of wills to accomplish the simplest tasks. Whats the difference? According to a 19th-century management thinker, a supervisor: has the power to make employees happy or unhappy; and to make their jobs a pleasure or a burden. A supervisors power lies in words and looks, things so intangible they are impossible to measure. In other words, supervisors increase their own effectiveness as well as the effectiveness of their subordinates simply by the way they conduct everyday tasks. In short, they do it by applying simple etiquette.
In this course, the learner will explore the special etiquette of being a supervisor, the etiquette of one-on-one interactions with subordinates, the etiquette of listening as a supervisory tool, and the supervisors role in sharing information between his subordinates and the rest of the company.

Target Audience

Human resources professionals, members of training organizations, and both new and experienced supervisors

Expected Duration

2.5 hours

Objectives :

Lesson Overview

recognize the importance of establishing behavior and performance standards.

Friends or Colleagues?

differentiate between examples of core courtesies, team building, and fraternizing.

Expectations and Ethics

choose examples of how supervisors can use critical leverage points to set behavioral standards.

identify ways for supervisors to communicate behavioral expectations to subordinates.

Lesson Overview

recognize the importance of using etiquette to work with subordinates individually.

Giving Assignments

apply appropriate steps to clearly communicate work assignments to subordinates in a given business situation.

Correcting Performance and Behavior

apply appropriate methods to correct errors by subordinates in a given business scenario.

identify the most effective ways to deliver corrective messages.

Praising Successful Performance

analyze a business scenario to determine whether a supervisor is praising subordinates work effectively.

identify ways to make praise more effective.

Lesson Overview

recognize the importance of using good etiquette when listening to subordinates.

Open Doors, Open Minds

choose statements that describe effective ways for supervisors to implement open-door policies.

Suggestions, Requests, and Complaints

apply correct etiquette for listening to subordinates suggestions, requests, or complaints in a given scenario.

Underhanded Tactics

analyze a supervisors strategy when handling a subordinate who has willfully violated work standards in a business scenario.

Lesson Overview

recognize the importance of proper etiquette when relaying information between subordinates and the rest of the company.

Information In

determine whether supervisors should pass given examples of company-related information to their work groups.

Information Out

choose the appropriate audience for sharing information about members of a supervisors work group.

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Professionalism and Business Etiquette Simulation

Overview/Description
The rules of proper business etiquette are changing. In many corporations, middle management and the concept of seniority are being replaced by a flat organizational structure. Such an environment makes the need for appropriate behavior especially crucial, particularly if youre looking to advance your career. But how do you maintain privacy when you sit in one of a dozen cubicles? How should you address your peers and superiors? Deal with peer conflict or workplace friendships? In this simulation, youll put your business etiquette skills to the test in a series of day-to-day tasks. This simulation is based on the SkillSoft Series Professionalism and Business Etiquette and has links to the following courses: comm_11_a01_bs_enus and comm_11_a04_bs_enus.

Target Audience
Human resource staff, training organizations, and professionals looking to improve or test their etiquette skills

Expected Duration
0.5

Lesson Objectives:

Professionalism and Business Etiquette Simulation

applying steps to handle work space intrusions.

handling intrusions in your own work space.

maintaining etiquette when expressing opinions.

maintaining etiquette in conflict situations.

handling performance and behavior issues.

exercising the power of praise.

dealing with professional friendships.

communicating standards of behavior.

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Professionalism and Business Etiquette

Let’s face it, some attitudes and tactics are inappropriate in the workplace. CBT Direct has assembled a training curriculum to teach you proper etiquette and professionalism specific to a work environment.

There’s more to having a job than going in and putting in your time, but sometimes it seems that professionalism and business etiquette are the last thing on people’s minds. Those that possess these excellent soft skills will certainly leave a lasting impression and earn more respect from their co-workers. Learn the essentials of business etiquette and watch how many “character contests” you win with others.

Develop positive relationships between different cultures and genders. Learn to work effectively with customers and business partners. If you’re a supervisor, you can increase your own effectiveness as well as the effectiveness of your subordinates simply by the way they conduct everyday tasks.

Discover the most important issues of etiquette – what to do, what not to do and when and where to do it. We’ve also included an interactive simulation to ensure you get it right the first time.

Professionalism and Business Etiquette