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Business Ethics & Etiquette

Proper Business introductions
The initial introduction phase of any business relationship can make or break it. First impressions are crucial in the business world and can have an extraordinary effect on careers and on whole organizations.


Business meals, parties and Events
The main goal of mixing business with meals, parties, social events ..etc. is to get people to know each other better nurture personal trust and confidence in others whether its between staff and customers or staff of other companies.


Meetings Etiquette
Are you attending too many meetings? are they a total waste of time, or do you think they are an effective way to communicate to large groups and a good opportunity of team members to get to know each other more?


Cubicle/Partition Etiquette
Although in your partition or cubicle you can't see your coworkers but you can certainly hear what's going on next door. Cubicles and partitions give only an illusion of privacy. the following cubicle/partition etiquette considerations can help make workflow much more smooth..


Etiquette with VIP's
Networking has never been more important than it is nowadays specially contacts you nurture with VIP's and senior level management both in and outside your company. Here are some quick etiquette rules and tips that can help you build better stronger relations and quicker rapport with the hot shots.

 

Complaint Handling etiquette
A list of useful world class customer service tips on handling complaints in a customer service situation.

 

Sexual Harassment at work
This articles lists some useful tips to avoid sexual harassment situations at work.


Travelling with colleagues
Traveling on business with colleagues, especially those you like, can add immeasurably to your trip. Conversely, traveling with those you merely tolerate or those you dislike can turn a pleasant trip to hell.

 

Business Etiquette

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Business Etiquette (Click to read more) 

The ability to handle yourself properly today can sometimes outweigh even your technical skills. If you know what to do, when to do it, and how to do it with grace and style, you’ll have a competitive edge in your career.

price: $ 199.95  $ 179.95


Billing your company for expenses
Needless to say that when you are involved in any work related activity where you have to travel or purchase something for business use, it is reimbursable. This article lists some considerations when billing your company for expenses.


Romance at work
In the corporate world, the etiquette of office romances involves a combination of good judgment and discretion. Read this article to find out more.


Etiquette with the disabled
A good place to start treating those with disabilities with respect is the language you use. Your choice of words and the way you say them have an enormous impact on the way you interact with others.


Tactful Bill collection
Three scenarios for first, second and third times to tactfully collect overdue bills from customers.

First Time: The Victim approach:

• As a first step for money collection, use a friendly approach.
• The technique relies on two methods:
- Closed end questions
- The customer service representative plays the role of the victim.
• The voice of the customer service representative is to be friendly and involved, looking for the customer best interest.

Scenario:
XX: Good morning Mr. Howard, this is Catherine from XYZ wireless.  I was wondering if you have any challenges facing you with our services.
-  Answer: No
XX: Well Mr. Howard, I am now in a rather delicate yet challenging situation!
- Answer: Please explain
XX: Your mobile number has a number of unpaid bills. This amount is due and lack of payment will lead to line suspension. This is a situation we do not want to reach. So the best way to avoid it is to pay the total amount of XXX before the (DD/MM) at any payment point near you.
Would you like me to inform you of the nearest payment point to you?
- Answer: Yes please-
XX: give him the nearest location to him
-  Answer: No-
XX: Thank you for your attention and time Mr. Howard let me just remind you, the sum is XXX and needs to be paid before (DD/MM). Thank you Mr. Howard.

Second Time: Elevator approach

The second step in money collection is to use a more firm tone of voice. By firm we do not mean aggressive or aggregative, you do not threat to blame, you still maintain a friendly voice and use three methods in your speech:
- Closed end questions
- Customer service representative plays the role of the victim
- The customer service representative asks the customer for the best solution possible.

Scenario:
XX : Good morning Mr. Howard, this is Catherine from XYZ wireless, I was calling you regarding your bill payment that was due on (DD/MM). During our first telephone conversation, I tried, and am still trying to help you in all ways possible; yet I can see on my system that the payment is still pending.
How can I assist you in order to avoid further challenges?

Third Time: The consequences
The third step is the fact stating. Your voice is neutral but friendly, and you state the bad news in a cascade.

Scenario:
XX : Good Morning Mr. Howard, this is Catherine from XYZ wireless. I regret to inform you that due to lack of payment, we have no choice but to implement the company’s policy regarding line suspension. This can be avoided if the payment of XXX is done within the next coming … hours. When you do so, please contact us in order to intervene and avoid such a regrettable situation.

 

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A good place to start treating those with disabilities with respect is the language you use. Your choice of words and the way you say them have an enormous impact on the way you interact with others. Many disability groups consider terms such as “physically challenged” patronizing:

Avoid using words such as “handicapped,” or “crippled,” to refer to those with disabilities.

Avoid using words such as “healthy” and “normal” to refer to those without disabilities.

Don’t refer to someone as “wheelchair-bound” or “confined to a wheelchair.”

 

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Setting Others Up For Success! (Click to read more)

This workshop was designed to help support staff improve their performance in a competitive environment. Using a self-assessment tool, participants discovery their dominant.

price: $ 199.95  $ 179.95

 

Use people-first terminology. A general rule is to acknowledge the disability but always place the person first. Simple as it may sound, if you use the term “person with a disability” rather than “disabled person,”you’re off to a good start. For example, the preferred term for a person who can’t speak is “without speech” — not “mute” and never “dumb.”

Talk to everyone in a medium tone of voice. Don’t talk too loudly to anyone with a disability.

Avoid getting overly concerned about figures of speech in the presence of people with disabilities. You can say “I see what you mean!” to someone who has a visual impairment, for example, and you can invite someone who uses a wheelchair to go for a walk.

Some companies have tougher rules than others regarding developing special relationships for example in schools and colleges a relationship between students and teachers is a big no, a relationship between two teachers is ok . In the corporate world as well, the etiquette of office romances involves a combination of good judgment and discretion.

Believe it or not about half marriages are between people who met at work. so workplace romance is quite common although of course all the normal ups and downs of a relationship can affect and is very visible inside the office, when things work out fine, the two lovebirds are very comfortable with each other while other times when do not go as well they can bring their personal trouble to work.

 

Passionate Retail Experts

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Passionate Retail Experts (Click to read more)

This two day program is designed for retail front line agents to equip them with the needed customer service excellence foundation to engage better with customers, portray energy and commitment

price: $ 199.95  $ 179.95

 

Also keep this advice in mind:

If adhering to your company's procedures do not require you must disclose any special relationships, do not feel obligated to do that. a lot of people prefer to keep their professional life completely separate from their personal life.

If your company doesn't permit any dating between the employees, you have to either adhere to that or keep it a secret, which adds a burden at the back of your mind all the time of having to be careful of everything you and your partner say or do not to be found out which can take your focus away and may affect your job performance. So make sure  the relationship is worth it and working and looks like it's going to last.

Some companies do permit dating but they require that you notify your line manager or direct supervisor, if that is the case then it's strongly advised to do that as soon as possible.

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Testimonials

The workshop is very well constructed, in a logical sequence and the content encompasses all the latest ideas and research.Ultimately a fantastic workshop to either deliver or participate in.                                                                    

Nige O'Shea FIMI, Professional Inspirations Ltd. UK

TrainingCourseMaterial.com's programs provide comprehensive information in a visually interesting format. Participants benefit from interactive activities that reinforce the content and making learning fun.

Jeanne Parks, Trainer & Business consultant, San Francisco, USA

TrainingCourseMaterial.com have worked hard to create a totally tailored training solution for Mobile Telephony retail managers and sales teams. By creating high impact visuals and with varied and intelligent use of ...

Craig Hines, innov8 Performance Limited, UK

I have purchased the 3 training programmes of the Complete Communications Excellence Series. I consider that the GBP 99 cost represents excellent value for money and the materials are of a high quality...

Alan Lloyd, Team Leader,EU Support to Civil Society Project

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 TRAINING COURSE MATERIALS

 Full courses (1-2 day courses)

  Administrative Assistant Skills

  Anger Management

  Building High Performing Teams

  Business Etiquette

  Call Control

  Change Matters

  Coaching People For Better Performance

  Communicating with Clarity & Impact

  Conflict Resolution

  Creative Problem Solving & Decision Making

  Emotional Intelligence

  Find a way to say YES!

  Front Line Retail Selling Skills

  Handling angry and difficult callers

  Lead, Motivate & Inspire

  Marketing Essentials

  Managing People

  Negotiating for Results

 New college instructor orientation

  Passionate Retail Experts

  Pathways to service excellence

  Presenting With Impact

  Professional Selling Skills

  Retail Sales Planning & Forecasting

  Sales Management

  Sales Territory Planning & Routing

  Setting Others For Success

  Successful Telephone Debt Collection

  Time Management

  Train The Trainer

  Vision, Energy & Passion to Serve

  Workplace Diversity & Inclusion Training

 Mini courses (half day modules)

  Professional Business Writing

  Communication Skills

  Motivating People

  Professional Sales Questioning

  Sales Forecasting

  Ten Best Practice Customer Service Techniques

 

 

 Complete Packages

  Retail excellence series®

  Customer Service excellence series®

  Communication excellence series®

  Sales excellence series®

  Call Center excellence series®

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