Business Etiquette
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Business Etiquette

Course Description

Learn how to positively represent yourself and your organization in a business setting.

This instructor-led course provides guidelines for professional business etiquette, such as how to choose polite and positive responses to rude behavior, and how to establish positive connections with anyone.

Do manners matter? Absolutely! A company without common courtesies experiences more employee turnover, more Equal Employment Opportunity Commission (EEOC) expenses and more time spent on paperwork related to complaint issues. When you do not use manners or common courtesy, it shows a lack of consideration and professionalism. People then make judgments about you regardless of your abilities.

Business etiquette is defined as the conduct or procedures that are generally acceptable and polite in the workplace. It is typically a set of unspoken expectations that most people either meet—or find out about when they do not meet them.


By successfully completing this course, students will be able to:

  • Define business communication etiquette.
  • Describe methods for building a professional image.
  • Describe how to network and networking etiquette.
  • Identify restaurant etiquette.
  • Identify cell phone etiquette.
  • Identify voice mail etiquette.
  • Identify air travel etiquette.
  • Describe office gossip etiquette.
  • Describe cocktail party etiquette.
  • Summarize business dress etiquette.
  • Identify e-mail etiquette.
  • Identify social media etiquette.
  • Describe job interview etiquette, and
  • Demonstrate mastery of lesson content at levels of 70% or higher.

Target Audience

  • 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.


  • Basic Computer Knowledge.


  • 40 Hours

Course Outline

Module One: Manners and Courtesy Matter

  • Learning objectives
  • Etiquette and professionalism go hand-in-hand
  • Setting expectations

Module Two: Respect Yourself

  • Control what you can
  • Why bother?
  • Creating boundaries
  • Dealing with people who stress you out
  • Saying “no” diplomatically

Module Three: Respecting Others

  • Your esteemed colleagues
  • Making a good first impression
  • Keeping your cool when a customer is hot
  • Interacting with people who have disabilities
  • Show consideration for property

Module Four: Building Rapport and Making Connections

  • Human connections
  • Positive language
  • Listen up
  • The power of what is not said

Module Five: Building Better Relationships

  • Actions speak loudly
  • Interrupting
  • Being king of the world
  • Who is right and who is wrong

Module Six: Taming Technology

  • Netiquette
  • The telephone
  • Voice mail

Module Seven: How to Be a Respected and Respectful Manager

  • Do you have what it takes?
  • Humor
  • Encouraging employees
  • Develop trust
  • Mistakes that cannot be overcome



Contact Information

Eco Bank Towers, 4th Floor Muindi Mbingu Street
P. O. Box 21857 - 00100 Nairobi

Mob: +254 780 342 333, +254 202 246145, 2246154 

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