Etiquettes, Protocols and Hospitality

Etiquettes, Protocols and Hospitality

OBJECTIVES:

1. To develop personal skills in dealing with different personality types of guests in different situation
2. Useful business etiquette information to help participants achieve their goals while improving their job performance
3. Meet & Greet important people in a proper manner
4. Behave  & dress correctly in both business & social occasions
5. Maintain effective verbal/nonverbal communication skills
6. Represent the organization at various functions
7. Organize & manage events such as business luncheons and formal dinners
8. Deal successfully with the Media

Course Outline:

• The definition of Etiquette & Protocol
• Business Etiquette
• Qualities of the ideal escort/host

-       Tips to Gain our Guest’s Respect

• Communication

-       Barriers to Effective Communication

-       Overcoming Barriers to Communication

-       Positive/Negative Body Language

-       The Art of Listening

-       The Order of Priority

-       Listening Problems

-       How to Be a Bad Listener!

-       Verbal/Nonverbal Behavior

-       Non-Verbal Components of Behavior Styles

-       How To Cultivate An Agreeable Speech

-       Steps to Improve your Communication Style

-       How to encourage “Feed Back”

• Dealing With the Guest Complaints
• Difficult Personality Types of Guests
• Coping With the Cultural Difference
• Speaking On the Phone

-       Common Speech Mistakes

-       How to take telephone messages effectively

-       Getting appointments on the phone

-       Using the Voice Effectively

-       Planning Phone Calls

• Rules of Greetings
• Rules of Introductions
• Rules of Hand-shaking
• Dress for Success

-       Business Dress Code (Female/Male)

-       Power Dressing

-       Basic Do’s & Don’ts

• Business Card
• Business Gifts
• Dealing With the Media
• Some Tips on Proper Etiquette for Elevators
• The Business Meal

-       The Setting of the Table

-       Table Manner

-       Basic Do's and Don’ts

-       Useful Tips about Wine

-       The Dinner Party at Home

• Business Etiquette Questionnaires 1 & 2