Course outline

Essential Business Etiquette

• What etiquette is and the role manners play
• Review of common etiquette examples from home and work
• The five factors of a good handshake
• Giving and receiving business cards professionally

The skill of making small talk

• Do’s and don’ts of small talk
• How to remember names: four key techniques
• Creating a strong first impression
• Guidelines for dressing professionally and understanding dress codes

Business dining and social etiquette

• Do’s and don’ts of business lunches
• Practical application through an example lunch

E-mail and telephone etiquette

• How to create a strong professional impression by phone
• Best practices for e-mail communication
• The role of thank-you notes

Business ethics: concepts and consequences

• Understanding ethics and morals
• Identifying personal values
• Responding to difficult situations
• Benefits and payoffs of ethical behaviour

Ethical models: Kohlberg’s six stages

• Kohlberg’s stages of moral development
• Classic philosophical approaches (golden rule, utilitarianism, categorical imperative)
• Applying ethical principles to real scenarios
• Case study: Merck Pharmaceuticals

Managing ethical dilemmas

• Methods to avoid and resolve ethical dilemmas
• Common reasons for poor decisions and how to avoid them
• What a code of ethics should contain
• Assessing organisational readiness for a code of ethics
• Nan DeMars’s 22 keys for an ethical office

Ethical decision-making tools

• Three-phase problem-solving model
• Basic problem-solving tools
• Special tools for ethical decision-making: the smell test, shoe test, Potter box, Kidder process

Who should attend?

This is a universal course designed for learners at different levels and in a range of roles. Learning is pitched at a core level, designed to help you analyse key concepts and execute universal skills.

What you will learn

After this course you will be able to:

• Network effectively, including greetings, introductions and small talk
• Feel confident about your business communication in every situation
• Work effectively across different cultures and nationalities
• Evaluate the moral and ethical dimensions of challenging situations
• Make sound ethical choices using appropriate principles and frameworks
• Avoid, recognise and manage ethical dilemmas