Content in the Twenty-One Etiquette Modules Developed by American Business Etiquette Trainers Association (ABETA)
1) Initiating and receiving a handshake in business
- How a women shakes hands with a man
- How a man shakes hands with a woman
- Initiating the handshake is based on hierarchy. For example, a senior executives initiates a handshake to their employees, etc.
- The nonverbal components of a sincere handshake.
2) Giving and receiving a business card
- Etiquette guidelines for asking for someone’s card and receiving it
- Asking for a card is based on hierarchy within an organization
- The nonverbal components of giving and receiving a business card.
3) Introducing and being introduced in business
- Even the most casual business introductions are based on hierarchy. For example, the name of the most important person in the introduction is used first.
- Company executives receive employees. Clients and dignitaries receive company executives.
- Remembering names is good etiquette.
4) Technology Etiquette
- Telephone and cell phone etiquette. For example, ring tones, speaker phone, receiving and returning calls, voice mail, hold button, call waiting, issues of confidentiality
- Instant Messaging etiquette
- Conference call etiquette
- Video conferencing etiquette
- Email etiquette
- FAX etiquette
- Laptop etiquette.
5) Crash Course in Dining Manners
- Proper use of utensils, glassware, plates, bowls, and napkin
- Inviting a client to share a meal for conducting business in a 4 or 5 Star Restaurant
- Sensitive issues related to drinking, spills, bread plates, etc.
6) Presiding over an Important Business Meal
- Making reservations, meeting, greeting your guest
- Dealing with Maitre’d, head waiter, sommelier, wait staff (food servers, table service, coat checker, valet parkers)
- All facets of tipping.
7) Grooming and Appearance for the Workplace
- Defining and planning your success and business casual wardrobe for men and women
- Success-dressing and business casual dressing for men in the workplace
- Success-dressing and business casual dressing for women in the workplace
- Investment, care and maintenance of both business casual, and success wardrobe
- Grooming, hair, nail care, jewelry, hygiene
- Selection and care of shoes for the workplace.
8) Communication Skills in the Workplace
- Benefits for effective communication skills that show respect for all people
- Creating rapport and trust through effective communication skills
- Identifying communication styles, mirroring and matching to create results.
9) Listening Skills Demonstrate Etiquette
- Listening well is the application of etiquette
- Four etiquette skills that demonstrate active listening to others to demonstrate restraint and self-control
- Etiquette skills that promote the avoidance of interrupting others
- Use of etiquette skills to elicit information.
10) Making Small-Talk in the Workplace
- Revealing your character without revealing private information about yourself in business
- The 30-Day Rule for discussing events or situations to establish some information about yourself
- Small-talk on the telephone
- Small-talk at breakfast, lunch, dinner
- Using the tenants of small-talk with others so they won’t divulge too much information about themselves they may later regret.
11) Using Etiquette in Professional Networking to Create Relationships and Referrals
- Creating your pitch, 10, 20 and 30-second elevator pitch
- Identifying and finding ideal prospects to become clients
- Focusing on others to begin to build relationships
- Follow up etiquette.
12) Use of Etiquette for Client Meetings
- Punctuality etiquette
- Waiting room etiquette
- Creating rapport, conducting your meeting
- Ending your meeting
- Follow up etiquette.
13) Diversity Sensitivity Etiquette
- Ethnicity – Color and nationality
- Sexual Orientation.
14) Disability Sensitivity Etiquette
- Working with those who use wheelchairs, who have hearing or visual disabilities, etc.
- Etiquette language for working with those with disabilities.
15) Etiquette Behavior in the Cubicle
- Twenty effective etiquette behaviors for the cubicle
- Phone manners
- Computer manners in the cubicle
- Cubicle visitor manners
- Coughing, nail clipping, arguing with spouse or children manners
- Eating in your cubicle manners
- Diplomacy skills for creating workable relationships.
16) Personal Use of Etiquette Skills in the Workplace
- Using etiquette skills when you yawn, apply humor and tell jokes in the workplace
- Using etiquette skills to avoid the use of anger in the workplace
- Using etiquette skills regarding the phone in the workplace
- Using etiquette skills to deal with the death of a coworker
- Using etiquette skills for giving and receiving compliments.
17) Use of Etiquette to Create Good Will in Your Office
- Using Etiquette to deal with the office pessimist and the office gossip
- Using Etiquette to deal with office sarcasm
- Using Etiquette to deal with those who are blunt.
18) Using Etiquette to Lead and Participate in Business Meetings
- Creating and executing an agenda
- Extending invitations for meeting participation
- Meeting manners to complete an agenda
- Assignment of tasks within a meeting
- Controlling a room to complete an agenda on time.
19) Etiquette use for the Social Side of Business
- Etiquette for business pool parties and Bar-B-Q’s, and private dinner parties, conferences, seminars, and workshops
- Etiquette holiday celebrations
- Manners for the buffet line, bar and dessert line
- Business conduct in settings where alcohol is present.
20) Etiquette guidelines for Gift Giving in Business Today
- Gift giving for senior executives, associates and administrative assistants: How much to spend and what to give
- Gift giving for clients
- Birthdays in the workplace
- Delivery of a business gift
- Receiving a gift and thank you notes.
21) Getting the Job
- Creating a cover letter to accompany your resume
- Creating a winning resume
- The phone interview
- Face-to-face interview skills
- Sample interview questions.