Mastering Human Resources Management Courses and HR Certifications

Work Ethics, Etiquette & Behavior


First impressions are often made within seven seconds of a meeting and are difficult, if not impossible, to change. Among other things, this course helps you leave a great first impression. It also addresses how to deal with others in a business setting taking into account differences in culture and region. Since business is often conducted over lunch or dinner, dining skills can also impact someone’s opinion of you as a potential business partner. During the five days of this course, you will also get tips on how to apply proper manners and business etiquette in many different settings. Also, many diplomatic 'incidents' occur due to the personnel's lack of understanding of various protocol standards. Therefore, a portion of the course is dedicated to introducing the international rules of protocol that need to be implemented during formal occasions and visits.

Targeted Groups:

  • This course is suitable for all the staff, and it will be a great orientation for the fresh team members.
  • Personnel Officers
  • Public Relations Professionals and 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.

Course Objectives:

At the end of this course the participants will be able to:

  • Explain how to behave correctly in both business and social situations
  • Describe how to interact and communicate effectively with different types of guests
  • Demonstrate appropriate personal and professional conduct
  • Plan VIP visits and formal occasions while executing the role of the ideal host
  • Apply proper communication etiquette
  • Implement different variations in protocol and etiquette from different cultures, nations, and regions

Targeted Competencies:

  • Public speaking
  • Verbal and non-verbal communication
  • Influencing
  • Presentation delivery
  • Active listening
  • Building rapport

Course Content:

Unit 1: Principles of Business Etiquette and Protocol:

  • Definitions and concepts
  • Guiding principle
  • Importance of etiquette in business
  • Importance of protocol in business
  • The importance of manners
  • Creating the right corporate image
  • Six basic principles

Unit 2: Achieving Communication Success:

  • Communication levels and definitions
  • The four principles of communication
  • Elements of the communication process
  • Communication delivery aspects
  • Barriers to effective communication
  • Overcoming communication barriers
  • Communicating across cultures
  • Managing perceptions and biases
  • Communication key qualities
  • Listening etiquette

Unit 3: Personal and Professional Conduct:

  • Universal expectations for behavior
  • Etiquette for formal occasions
  • Handling difficult personalities
  • Four choices for dealing with various behaviors
  • International business etiquette
  • Customs and cultures
  • Best practices

Unit 4: Planning and Hosting VIP Occasions:

  • Preparation for official visits
  • Protocol at events and summits
  • Key qualities of the ideal host
  • Seating strategies
  • Risk and contingency planning
  • Mistakes to avoid
  • Meeting at airports

Unit 5: Proper Communication Etiquette:

  • Phone etiquette
  • Meeting etiquette
  • Email etiquette
  • Titles and forms of address
  • Exchanging gifts

Unit 6: Variations in Protocol and Etiquette:

  • Administrative protocol
  • Flags, anthems, and logos
  • Awkward situations and solutions
  • Panoramic view of variations

Mastering Human Resources Management Courses and HR Certifications
Work Ethics, Etiquette & Behavior (HR)


Mercury dynamic schedule is constantly reviewed and updated to ensure that every category is being addressed at least once a month, if not once every week. Please check the training courses listed below and if you do not find the subject you are interested in, email us or give us a call and we will do our best to assist.