Course Outline

Module 1: Professionalism and Work Ethics

• Understanding professionalism in the workplace
• Applying work ethics for positive impressions
• Navigating corporate courtesy and protocol
• Using Microsoft Outlook for professional communication
• Case Study: Handle a protocol scenario with a VIP

Module 2: Business Etiquette Essentials

• Mastering business etiquette in meetings and events
• Applying proper order of precedence
• Using telephone and email etiquette with Microsoft Outlook
• Managing professional introductions and networking
• Case Study: Facilitate a formal business introduction

Module 3: Customer Care and Complaints

• Implementing customer care concepts and practices
• Handling complaints and difficult customers
• Using Zoom for professional customer interactions
• Building long-term customer relationships
• Case Study: Resolve a customer complaint scenario

Module 4: Cross-Cultural Communication

• Understanding cultural differences in the workplace
• Applying cross-cultural communication strategies
• Managing diverse stakeholder expectations
• Building inclusive workplace relationships
• Case Study: Navigate a cross-cultural misunderstanding

Module 5: Personal Effectiveness and Image

• Enhancing personal effectiveness through time management
• Applying dress and grooming standards
• Developing interpersonal communication skills
• Creating a professional development action plan
• Case Study: Design a personal branding strategy