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. For example, a senior ranking employee asks a junior ranking employee for their card, etc.
* 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, Blackberry, PDA etiquette

5) Crash Course in Dining Manners

* Proper use of utensils, glassware, plates, bowls, napkin
* Inviting a client to share a meal in order to conduct 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 and 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

Phyllis Davis, CEO, American Business Etiquette Trainers Association