21 Etiquette Modules

Content in the Twenty-One Etiquette Modules Developed by American Business Etiquette Trainers Association (ABETA)

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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
  • Religion
  • Gender
  • Ageism
  • 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.