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Business Etiquette- One Day Workshop

S No Module Training and Methodology Benefits to Participants
1. Business Etiquette- Protocols of behaviour

Icebreaker Activity- Two truths and a lie

Business Etiquette- What, Why & How? (ILD)

Measuring your BEQ- A Self Assessment tool

Benchmarking the Requisite Skill Set – components of Business Etiquette (ILD)

  • Communication Skills.
  • Personal grooming.
  • Professionalism in bearing and conduct.

Delineate Skills necessary for conduct in a professional setup Understand the importance of Etiquette and protocols
2. Verbal Communication- Speak to be heard!

Activity: Blind man’s Alley

Debrief: Articulation- More than Speaking English!

Listening Skills – Self Assessment

Activity: Chinese Whispers

Debrief: Flaws – Selective APR

Professional Phraseology: Getting it right every time!(ILD)

Art of greeting – Customers, Colleague, Superior, Top Mgmt(ILD)

Art of conversations – topics to avoid, topics to engage, small talk (ILD)

Art of being firm, polite, yet business like (Individual Activity)

State facts professionally and articulate thoughts effectively Employ the correct tonal quality and volume in speaking with customers and colleagues
3. Non- Verbal Communication- Actions Speak Louder than Words!

Activity: Catching the chicken

Debrief: Significance of Non-verbal communication

Types of Non-Verbal Communication- (ILD)

  • Eye contact.
  • Facial expression.
  • Body movements and posture.
  • Gestures.
  • Touch.
  • Space.
  • Voice.

It’s not what you say, it’s how you say it-(ILD)

  • Intensity.
  • Timing and pace.
  • Sounds that convey understanding.

Activity: Simon Says!

Debrief: Body Language: Common mistakes

Norms of Courtesy – (ILD)

  • Handshake.
  • Offering a pen.
  • Passing the phones.

Fortify their Verbal communication with the appropriate non-verbal aspects to inculcate professionalism Gain an understanding of Norms of Body Language and Gestures
4. Customer Service Etiquette

Handling Difficult Customers: (Role-Play & Discussion)

  • The Important Question: “Who is an Irate Customer?”
  • Why is a client angry / irate?
  • The LEPS method : assuaging a client.
  • LEPS Method: Role plays and Discussions.

‘How to say No’ : Positive Mirroring
 - Scope & Relevance
 - Mode of Application (Case Studies)

Develop your Sensitivity – a 4 Step technique to understanding Customers better (ILD)


Channelize all energies positively and manage customer responses professionally.

Turn Negatives to Positives to raise the bar in Customer Service.

Upgrading from a ‘Satisfying Customers’ approach to a ‘Genuinely Gratifying Customers’ attitude.

5. Showcasing Personality-I You are your greatest asset!

Personal Grooming: Personal Care and Hygiene – 15 Areas and Key Precautions (ILD)

  • Hair.
  • Nails.
  • Body Odour.
  • Facial Hair.
  • Breath.
  • Teeth.
Consciousness towards benchmarks of Personal grooming in a Professional Setup.
6. Showcasing Personality-II Dress Maketh a Man or Woman!

Professional Dress Codes [Male & Female] – Eastern & Western (ILD).

Accessories-

Women- Jewellery, Foot Wear, Bags, Belts, Scarves, Hair Accessories.

Men: Jewellery, Foot Wear, Belts, Ties, Socks.

Knowledge of proprietary Dress Codes in the professional Setup How to avoid common wardrobe blunders



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