Overview

Image and etiquette play a very important role in creating a good first impression of any business in the eyes of its customers. In this course, participants will explore the many ways in which things are done and establish some social and professional norms of the community. The skills and knowledge gleaned from this course are highly transferable and practical.

Course Content

• Image


• Etiquette and manners


• Social etiquette in the business world


• Creating a corporate identity


• Social skills

Course Duration

1 day

Overview

The course focuses on how something as abstract as courtesy can translate into something tangible and measurable. It is particularly useful and effective in enhancing the performance of individuals who deal with customers face to face.

Course Content

• Introduction


• Defining courtesy


• Key behaviour for enhancing courteousness


• Personal appearance guide


• Effective listening


• Application of key behaviours


• Do's when answering the telephone


• Behaviours to avoid


• Dealing with difficult customers


• Measurement of courtesy

Course Duration

2 to 3 days

Overview

The course covers the importance of effective delivery with theory and the application of the correct techniques of voice enrichment. This is an important aspect for any organisation where employees need to communicate through a public address (PA) system. Participants will also understand the importance of making clear, accurate and caring announcements.

Course Content

• Introduction to PA communication


• Principles of PA communication


• Factors influencing PA delivery


• Basic techniques of voice development


• Practical application and evaluation

Course Duration

1 day