Business Etiquette and Protocol


First impressions are often made within seven seconds of a meeting and are difficult, if not impossible, to change. Among other things, this course helps you leave a great first impression. It also addresses how to deal with others in a business setting taking into account differences in culture and region. Since business is often conducted over lunch or dinner, dining skills can also impact someone’s opinion of you as a potential business partner. During the five days of this course you will also get tips on how to apply proper manners and business etiquette in many different settings. In addition, many diplomatic 'incidents' occur due to the personnel's lack of understanding of various protocol standards. Therefore, a portion of the course is dedicated to introducing the international rules of protocol that need to be implemented during formal occasions and visits.

Course Methodology

The course is designed to be interactive and participatory, and includes various learning tools to enable the participants to operate effectively and efficiently in a multifunctional environment. The course is built on four learning pillars: concept learning (lectures and presentations), role playing (group exercises), experience sharing (roundtable discussions) and exposure to real world problems and policy choices confronting delegates.


By the end of this training course participants will be able to:

 Handle initial contact and business introductions professionally and confidently.

 Create and maintain an impression of credibility, power and efficiency during business meetings.

 Follow proper telephone etiquette and create a great first impression on callers with an upbeat energetic and cheerful tone.

 Gain practical tips on handling the most important issues related to professional workplace attire.

 Follow key guidelines of proper written communication etiquette.

 Display proper attention to etiquette, protocol and manners of formal business dining.

Who should attend

Personnel officers, public relations professionals, events organizers, personal assistants, employees in the hospitality business and all those whose position requires dealing and interacting with important persons in both government and private sectors



DAY 1  Professional Business Introductions:

 Proper business introductions and making a great first impression.
 The proper handshake.
 Social and business introductions.
 Business cards and introductions.
 Etiquette status cards skill practice activity.

DAY 2  Business Meetings Etiquette:

 Are meetings a waste of time?
 General business etiquette guidelines..
 Arriving early and arriving late.
 Seating etiquette considerations.

Telephone Etiquette:

 First impressions - Activity.
 Preparing before you call.
 Telephone etiquette and protocol considerations within a business setting. 
 Basic telephone etiquette.

DAY 3  Business Attire:

 The importance of proper business attire.

 Proper business attire for women.
 Proper business attire for men.
 What exactly is “Business Casual”?


DAY 4  Business Correspondence Etiquette:

 Written communication etiquette guidelines.

 E-mail etiquette.
 Before you hit “Send”.


DAY 5  Business Dining Etiquette:

 Business meals pre-planning arrangements.

 The seating dilemma.
 The ordering dilemma.
 Table set-up scramble - activity.
 Handling formal dining mishaps.



A Certificate of Completion will be issued to those who attend & successfully complete the programme.


  08:30 – 10:15 First Session

 10:15 – 10:30 Coffee Break

10:30 – 12:15 Second Session

 12:15 – 12:30 Coffee Break

12:30 – 14:00 Third Session

 14:00 – 15:00 Lunch

Training Methodology:

This interactive training course includes the following training methodologies as a percentage of the total tuition hours:

  • 30% Lectures, Concepts, Role Play
  • 30% Workshops & Work Presentations, Techniques
  • 20% Based on Case Studies & Practical Exercises
  • 20% Videos, Software & General Discussions
  • Pre and Post Test


 The Fee for the seminar, including instruction materials, documentation, lunch, coffee/tea breaks & snack is: