Business Etiquette CD-Rom Training Software: Communicating in Today's Workplace

Training Course Description / Outline:

Business Etiquette Training: Communicating in Today's Workplace offers the student an overview of how to use etiquette in daily communications and practice etiquette in meetings. The training program details how to introduce people and become a good conversationalist. In addition, the training program teaches the learner how to apply courtesy in telephone, e-mail, and written communications.

Learn To

• Given a set of guidelines, introduce someone correctly.
• Identify the guidelines for becoming a good conversationalist.
• Identify the actions you can take to overcome a conversational faux pas.
• Identify the responsibilities you should fulfill to prepare for a meeting.
• Avoid negative action during a meeting.
• Identify the actions you can take for building rapport with callers.
• Identify a well-written subject line.
• Sequence the features of a business letter in the order they would appear in a letter.

Training Audience

The target audience for this training program is any employee in an organization who wishes to understand business etiquette in the work environment, outside of the office while attending business functions, and during business travel.

Total Training Time

2 to 4 hours

Training Objectives

Unit 1: Making Introductions and Conversation (0.5 - 1 hour)

• Identify the guidelines for introducing people.
• Given a set of guidelines, introduce someone correctly.
• Identify the guidelines for becoming a good conversationalist.
• Apply tact in a conversation.
• Identify the actions you can take to overcome a conversational faux pas.
• Avoid conversational faux pas.
• Given a set of actions, overcome a conversational faux pas.
• Simulation Overview:
• In this simulation, you will meet with Deb Farrell and John Kass. Recently, Northwest Laboratories—an electronics company with global prestige—asked to arrange a meeting with some of Icon's sales managers. Icon executives arranged an informal meeting between one of Northwest Laboratories' sales representatives to meet with you and John. In this meeting, you will discuss matters as formal as future business prospects, to ones as commonplace as sports games. Use what you know about business etiquette to carry on good conversation with Ms. Farrell while avoiding conversational pitfalls.

Unit 2: Practicing Etiquette in Meetings (0.5 - 1 hour)

• Identify the characteristics a meeting leader should know about the participants.
• Identify the actions you should take to prepare an agenda.
• Prepare an agenda for a meeting.
• Appoint an appropriate person to take minutes.
• Identify the responsibilities you should fulfill to prepare for a meeting.
• Respect a meeting agenda.
• Participate in a meeting.
• Avoid negative action during a meeting.
• Simulation Overview:
• In this simulation, you are Icon's Marketing Manager, and you will attend two separate meetings. In the first of the two meetings, you and three other members of your department, Robin Carlson, Dean Kramer, and Nick Simmons, will plan the agenda and delegate responsibilities for the second meeting. You have recently learned that Icon executives want to increase the budget for a few departments. In order to secure a budget increase for your department you need to closely follow an agenda relating to this topic. Next week Drew Canfield will join you and your team for the second meeting, in which you will implement your knowledge about practicing etiquette and participating in meetings.

Unit 3: Using Etiquette in Communication (1 - 2 hours)

• Identify the actions you can take for building rapport with callers.
• Build rapport with a caller.
• Identify the guidelines for using voice mail effectively.
• Apply the guidelines for returning a call.
• Identify a well-written subject line.
• Apply the guidelines for making e-mails easy to read.
• Identify a professional e-mail signature.
• Sequence the features of a business letter in the order they would appear in a letter.
• Identify the guidelines for writing informal letters.
• Simulation Overview:
• In this simulation, you are Icon's Sales Director. Throughout the day, you will receive phone calls from clients, partners, and employees. You must use what you know about etiquette in communication to ensure proper handling of the calls. When you are asked to write e-mail, you must utilize e-mail etiquette.

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