Building Business with Etiquette

Building Business with Etiquette

Course Overview

How can you communicate in an assertive manner, build open communication  and become more successful in interacting with other people? How can you drive constructive collaboration with peers and stakeholders or even manage conflicts and attain win- win situations?

Communication and Interpersonal Skills training is an essential element for building and maintaining lasting working relationships whether it is with colleagues, bosses, clients, or prospects. A good communicator will have the ability to communicate in a manner that builds trust, teamwork, and consensus.

Course Objectives

After completing this course participants will be able to:

  • Communicate with clarity using Power of ‘3’
  • Using positive voice modulation to communicate
  • Build strong relationships in business and social
  • Projecting confidence and handling food in different dining scene
  • Practice small talk in any occasion
  • Write a good thank you card



2 Days


The foundation of our training is anchored in activity-based experiential learning. This methodology takes into consideration different learning and communication styles, and more importantly speaking the client’s language and understands cultural differences. It is through active participation that the adoption and application of theory is expedited, and it is with that outlook that the basis of each experience is governed by the following parameters:


  • All participants are fully engaged at all times.
  • All engagements are lively and foster knowledge transfer and idea sharing amongst participants.
  • All participants maintain a positive learning environment.
  • All participants leave the course with clear personal action plan and recommendations for addressing critical challenges with their professional development.
  • All participants will explore concepts that will help them bring out the best self into focus, enabling them to be more sensitive, effective, increase awareness and joy in choosing how to lead their life.


Course Outline & Schedule

Day 1

9.00am Introduction

  • Ice Breaker
  • Why is Business Etiquette important?


9.30am                   Creating positive impression with YOUR VOICE

•       your voice modulation

•       Identify customer’s mood by listening to their pitch and pace

•       Using words

•       your Listening Skills to connect

•       SMILE and be Professional with your voice

*Group Exercise and Role-play

10.15am                 Tea Break

10.30am                Express Yourself with good COMMUNICATION SKILLS

  • Recognize ineffective and effective ways of talking
  • of communicating with clarity with of ‘3’
  • Apply appropriate communication skills across settings, purposes, and audience
  • Build and maintain healthy and effective relationship
  • Demonstrate appropriate and professional ethical behavior

* Group Exercise


1.00pm                   Lunch


2.00pm                  Importance of PROTOCOL & ETIQUETTE

•       The Principles of Etiquette

•       Demonstrate Greetings and Introductions

•       Demonstrate the power with your Handshake 

*Group &


3.15pm  Tea Break


3.30pm                   Continue : Importance of PROTOCOL & ETIQUETTE

•       Methods to handle Name Cards professionally

•       Difference between Malaysian protocol and International etiquette

•       Dos & Don’ts of Email Etiquette, Telephone Etiquette & Social Media Etiquette

*Group &


5.00pm                   END




9.00am                  Build relationship and Influence Customers with the Art of Business meal

  • The Art of Ordering Food to Impress
  • Observe little tail sign of your client’s taste bud
  • Building network during meal time
  • Dos & Don’ts of conversation during meal time

* Group discussion


10.15am                 Tea Break


10.30am                Practice Seating Arrangement Etiquette

•       Identify the appropriate seating arrangement for business and social

•       Plan seating charts

•       Place hosts and understand order of precedence and seniority

•       Business Dining Etiquette Seating protocol

* Group discussion & Role-play


1.00pm                   Lunch


2.00pm                   Building Relationship with Art of Small Talk

•       How to start a conversation

•       Practise listening skills

•       Preparation before appointment

•       Exercise the Art of Small Talk to build relationship

•       Small talk dos & don’ts

* Group discussion & Role-play


3.30pm                   Tea Break


3.15pm                    Thank You Etiquette : The Gift of Gratitude

  • The Etiquette of Giving & Receiving
  • Understand when a thank-you note is warranted
  • Power of Pen: The key to a well-written Thank-You Note

* Practise to pen down

5.00pm                   END