Business Etiquette & Professional Conduct Course
This course provides a broad introduction to a work environment. It is the starting point for learners in any business environment. The focus is knowledge, skills, values and attitudes in relation to the learner’s own work context and experience of the world of work.
The typical scope of this course includes ethics and professional behaviour of people in business organisations in their interaction with internal and external customers.
Completing this course will help in:
Who is the course for?
All who have business etiquette and professional conduct skills as key competence requirements for their job will benefit from completing the business etiquette and professional conduct course.
The dress code of an organisation is described and an indication is given of what is regarded as acceptable and unacceptable dress in a particular work environment.
The behaviour of three peers in a business workplace is observed and assessed against the recognised parameters of appropriate behaviour in a specific professional environment.
Positive listening skills are demonstrated and an indication is given of the potential consequences of displaying negative listening skills.
Regulations regarding smoking in the workplace are explained with reference to both legal requirements and established policy.
A Company Code of Good Conduct is understood and explained and an indication is given of the consequences of non-compliance.
The concept of a work ethic is explained with reference to the responsibility and accountability of the individual.
Non-verbal communication signals are interpreted and an indication is given of how body language can reinforce or contradict a verbal message.
The role of posture and eye contact in communication are explained with examples from a business context.
The use of a handshake as a greeting in a business setting is demonstrated and the meanings of different handshakes used in South Africa are compared with examples of when it is appropriate to use each handshake.
The concept of personal space is explained and indication is given of the consequences if one ignores commonly accepted business behaviour.
Behaviour that could be considered as sexual harassment in the workplace is described and an indication is given of how to deal with instances of sexual harassment.
The importance of first impressions in a business environment is explained and an indication is given of how first impressions can determine subsequent behaviour.
Visitors are greeted in keeping with established organisational culture.
People are introduced to each other in a business-like manner.
Ways of closing an interaction with a visitor or customer are demonstrated for three different scenarios.
The importance of delivering on promises or making alternative arrangements is explained with reference to good customer service.
Ways of behaving professionally when provoked or in difficult circumstances are demonstrated for three different scenarios.
The importance of confidentiality in interpersonal relationships is explained with reference to company policy.
Personal behaviour is analysed in three different situations in a business environment.
Personal behaviour is measured against own performance agreement or company standards.
Self-development needs are identified and a plan is drawn up to address those needs.