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Certification
Preparation
This module prepares candidates to sit the Certified Business
Professional exam - C40-509
Course Overview
The CBP Business Etiquette and Professionalism Certification
develops the concept of business etiquette and the proper etiquette
practices for different business scenarios. You will learn the
etiquette requirements for meeting, entertaining, telephone, and
Internet business interaction scenarios.
Additionally, the CBP™ Business Etiquette and Professionalism
certification module addresses etiquette challenges when doing
business in a multi-cultural environment.
Who Should Attend
This course is recommended for human resources, business
leaders, senior executives, managers, supervisors, and front-line
workers.
Prerequisites
This course is designed for participants who have little or no
experience.
What You Will Receive
Participants will receive an official course manual for post class
reference and review.
Course Outline:
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
. E-mail 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
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