Business Etiquette & Professional Conduct in the Workplace

This course is accredited by the Services Seta and material covers unit standard7790 at NQF level 3 worth 3 creditsand 110021 at NQF L4 worth 6 credits.

Course Duration: 3 Days

The aim of this course is to ensure new employees understand the world of work. It also ensures that new employees conduct themselves professionally in the workplace.

Course Duration: 3 Days
Upon completing this course, the participants should be able to:
  • Understanding personality types
  • Plan and organize work
  • Match the type of communication with the appropriate method
  • Improving telephone skills
  • Developing filing systems
  • Using electronic filing systems
  • Handle office documents and a diary with appropriate confidentiality
  • Using office equipment
  • Professional behaviour and conduct
  • Professional dress codes
  • Ethics
Course Duration: 3 Days
What does it mean to work in an office?
  • Knowing myself
  • Understanding people
  • Personality types
Communication
  • The purpose and methods for communicating with clients
  • Listening skills
  • Effective communication skills
  • Business communication
  • Respectful communication
  • Being polite
  • Communicating in an open plan office
  • Volume of voice
  • Articulation and annunciation
  • Clear speech
Telephone Skills
  • The greeting
  • Professional speech / choice of words
  • Languages; Articulation; Voice control
  • Transferring calls
  • Taking messages
  • Distribution of messages
  • Ending the call
  • Call phones
Professional Documents
  • Intelligent Emails
  • Professional emails
  • Formal language
  • Minutes of meetings
  • Using the printer
  • Using the fax machine
  • Scanning documents
Managing a diary
  • Understanding a diary
  • Understanding MS Outlook
  • Filing emails correctly
Understanding Filing
  • Why do we file documents
  • What do we file
  • How do we organize files
  • Labelling each file
  • The filing index
  • Filing Rules
Electronic Filing Systems
  • Electronic Filing
  • MS Outlook
  • My documents
  • Scanning documents
  • Searching for documents
  • Alphabetical filing
Being Organised
  • Simple systems and routines
  • Plan your work
  • Routines/procedures, checklists
  • Be professional/confident
  • Being organized
Confidentiality
  • Systems and procedures for keeping information confidential
  • Keeping documents secure
  • Security breaches
Managing the Office
  • Routines for the beginning of the day
  • Routines for the end of the day
  • Stationery
  • Meeting deadlines
  • Reporting accurately and timeously to your boss
  • Reporting formats
BeingProfessional
  • Punctuality
  • Lunch breaks
  • Informing your boss timeously when sick
  • Professional dress
  • Speaking professionally
  • Ethics
Addressing Unprofessional Behaviour
  • Unprofessional behaviour identified in new employees includes:
    • Protocols
    • Chewing gum
    • Staff functions, alcohol and professionalism
    • Shouting in the office
    • Walking into your bosses office unannounced
    • Addressing seniors professionally