CBP Business Etiquette

Module 1: Introduction to Business Etiquette

• Introduction to Business Etiquette
• The ABC’s of Etiquette
• Developing a Culture of Excellence
• The Principles of Exceptional Work Behavior
• The Role of Good Manners in Business
• Enduring Words

Module 2: Greeting and Introductions

• Guidelines for Receptionists
• Making Introductions and Greeting People
• Greeting Components
• The Protocol of Shaking Hands
• Introductions
• Introductory Scenarios
• Addressing Individuals

Module 3: Meeting and Board Room Protocol

• Guidelines for Planning a Meeting
• Before the Meeting
• On the Day of the Meeting
• Guidelines for Attending a Meeting
  • For the Chairperson
  • For Attendees
  • For Presenters

Module 4: Business Ethics

• Ethics in the Workplace
• The Challenge of Business Ethics
• Creating an Ethical Compass
• Business Ethics Advantages
• Ethical Issues
• Preventing Sexual Harassment
• Conflict Resolution Strategies
• Choosing the Appropriate Gift in the Business Environment

Module 5: Entertaining Etiquette

• Planning a Meal Meeting
• Issuing Invitations
• Business Meals Basics
• Basics of Table Etiquette
• Holding & Resting Utensils
• Business Dining Etiquette
• Multi-cultural Highlights
• Specific Food Etiquette Guidelines

Module 6: Telephone Etiquette

• Cell Phone Etiquette
• Telephone Etiquette
• Mastering the Telephone
• Answering the Telephone
• Active Listening
• Putting Callers on Hold
• Transferring a Call
• Screening Calls
• Taking a Message
• Voice Mail
• Closing the Call
• When Making Calls
• Handling Rude or Impatient Callers

Module 7: Internet and Email Etiquette

• Internet Usage in the Workplace
• Email Issues
• Netiquette
• Online Chat Issues
• Online Chat Guidelines

Module 8: Business Attire and Professionalism

• Business Style and Professional Image
• Dress Codes
• Guidelines for Appropriate Business Attire
• Grooming for Success
• Multi-cultural Dressing

Module 9: Disability Etiquette

• Disability Etiquette Introduction
• Basic Disability Etiquette Practices
• Courtesies for Wheelchair Users
• Courtesies for Blind or Visually Impaired
• Courtesies for the Deaf
• People with Speech Impairments

Module 10: Multi-Cultural Challenges

• Multi-cultural Etiquette
• Examples of Cultural Insensitivity
• Cultural Differences and their Effects on Business Etiquette
• Cultural Highlight: United Arab Emirates
• Cultural Highlight: China
• Cultural Highlight: India