Sample Course Agenda

Etiquette Essentials for Business

Presenter: Joanna Scarboro

Program Description: Research by the UNC Kenan-Flagler Business School has proven "Workplace Incivility Can Damage Bottom Line." The internal application of business etiquette skills improves morale and quality of work-life while reducing turnover and improving efficiency. Your employees will feel valued and willing to contribute more.

In today’s fast paced world, the importance of etiquette can sometimes get lost along the way. Unfortunately, a single breach of etiquette with a client, colleague or boss can be a costly mistake. Etiquette is not simply about which fork to use or who holds the door open — it is about treating others with respect. Often, professionalism is judged by one’s actions. If those actions lack proper protocol, a person can be viewed as unprofessional. The great news is that etiquette can be both taught and learned! By acting in a way that is suitable, people can create positive and profitable relationships.

Course Objectives: Each participant will learn:

• What is etiquette and why should I care?
• How treating co-workers and customers with proper etiquette can improve effectiveness and reduce stress.
• How to make a good impression through words, attire and actions.
• The top five critical keys to office etiquette.
• Treating external clients with proper etiquette.
• Proper etiquette for various forms of communication: in-person, telephone, e-mail, presentations, etc.

Practical Application Exercises:

• Role playing
• Group project work using case studies.

Etiquette is a skill. Once people learn the proper way to handle a situation, they will practice. The goal is to create behavioral change, so everyone must practice the new behaviors.

Student Workshop Evaluation/Assessment of Learning: An evaluation will be given to all participants regarding the training outcomes and specifically how they will apply them.