Course Objectives:

• Define etiquette and provide an example of how etiquette can be of value to a company or organization.
• Understand the guidelines to making effective introductions.
• Identify the 3 C’s of a good impression.
• Identify at least one way to minimize nervousness while in social situations.
• Understand how to use a business card effectively.
• Identify and practice at least one way to remember names.
• Identify the 3 steps to handshaking.
• Enumerate the four levels of conversation and provide an example for each.
• Understand place settings, napkin etiquette, and basic table manners.
• Understand the protocol of ordering in a restaurant, handling alcohol in a business meal, paying the bill, and tipping.
• Understand basic guidelines to the proper form of address, grammar standards, and use of acronyms in e-mails.
• Understand basic guidelines in the use of the telephone, voicemail, and cell phone.
• State the difference between a formal and an informal letter.
• Create an effective ‘Thank You’ note.
• Understand the meaning of colors in dressing for success.
• Differentiate among the dressy casual, semi-formal, formal and black tie dress codes.
• Understand basic guidelines in international etiquette.

Course Objectives:

• Understand what conflict and conflict resolution mean
• Understand all six phases of the conflict resolution process
• Understand the five main styles of conflict resolution
• Be able to adapt the process for all types of conflicts
• Be able to break out parts of the process and use those tools to prevent conflict
• Be able to use basic communication tools, such as the agreement frame and open questions