HCA Global Consult Limited > International Courses > Business Etiquette, Protocol and Logistics Management For Senior Administrative Executives & Pas

Business Etiquette, Protocol and Logistics Management For Senior Administrative Executives & Pas

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Program overview:

This program covers full range of conventions, rules, customs, and expectations that professional administrative managers, personal assistants and protocol officers must master in order to successfully interact professionally with customer “internal & external” VIPs and high level business people.

Participants will learn the written and unwritten rules of official protocol, business etiquette, customer relations, logistics management as well as international cultural norms and variations.

This course is ideal for officials, whose role includes facilitating important and high level logistics arrangements, handling VIPs and managing formal events.

For whom:

This program is designed for Administrative managers/officers, Personal Assistants, Executive Secretaries, Protocol officers, Public Relations Personnel, Event Planners, Managers and Coordinators, and Administrative Personnel responsible for the coordination of events and staff involved in the protocol and handling VIPs and Diplomats.

Learning objectives:

At the end of the program, participants will be able to:

Increase and strengthen protocol and etiquette skills in handling dignitaries and VIPs;
Equip participants with skills to navigate today’s culturally diverse business environment;
Develop skills in orchestrating VIPs visits, meetings, ceremonies and special events;
Identify the various tasks in management of events and the human and physical resources required to stage successful events;
Equip participants with skills to organize events without the help of event coordinators thus saving the organization some money;
Promote acceptable manners and respect for others.
Take control of your first impression and create a positive professional image
Network effectively and build rapport with clients, colleagues’ vendors
Communicate with polished language skills and write professional emails
Send the right message through your personal presentation, body language and posture
Approach difficult situations with composure and confidence
Increase productivity and manage your time better

Course outline:

Day 1: The Management Function: Office Management

The role and responsibilities of office Management & Effective Administrators
What is the office management professional place, role and objectives in the organization?
How the organization culture depend on the image/role of the office management Professionals
Employee code of ethics and employee proprietary agreements
Managing supervision / corrective action
Authority vs. behavioural, administrative and technical responsibilities
Managing administrative performance and the processes
Setting management objective and maintaining standards

Day 2: Definitions of Etiquette and Protocol

The Importance of Etiquette in Business
The Importance of Protocol in Business
Protocol procedures;
Introductions, titles and forms of address;
Proper order of precedence;
Business and social etiquette;
Dress and grooming;
Dining and table manners;
Etiquette in giving and receiving gifts;
VIP visits, itineraries, overseas travel and arrangements;
Handling cultural differences.

Guest Relations

Gaining Guests’ Respect
Understanding Human Relations
Professional Hand-Shaking
Giving Business Cards in a Proper Way
People’s Names (Pronunciation and Remembering)
Managing customer expectations by personality type
Dealing with difficult customers
- Why customer satisfaction is based on perceptions

The Ideal Host

Key Qualities of the Ideal Host
Dealing with Different Types of Guests
Handling Difficult Personalities
Dealing with Guests’ Complaints
Handling Guests’ Complaints in a Timely Manner
Perception and Business Relations

Day 3: Developing Essential Communication and Interpersonal Skills

Communicating Effectively – Written and Oral
How to be an assertive communicator
How to set boundaries without saying “no”
Dealing with difficult personalities and situations
Confident body language and voice usage
Making good presentation

Day 4: Working with your Boss and your Team

Developing a strategic partnership with your boss
Keeping on top of calendars, appointments and schedules
Organizing, attending and monitoring meetings
Managing conflict & learning to listen
How to prepare for taking leave

Professionalism in the Workplace

Business etiquette:
- Dressing, gender issue in workplace
- Receiving Visitors, Telephone Manners
- Business Travel / Logistics Arrangements
  - Making travel and accommodation arrangements.
- Handling the Phone Professionally
- Writing friendly and professional emails
- Social media and technology suaveness
- Event planning

Day 5: Leading self and others in an Emotionally Intelligent Way

Effective time management for personal effectiveness
- Managing Self for Effective Time Use
- Setting priorities/ Setting Smart Goals
Understanding Emotional Intelligence
Enhancing self-awareness,
Empathy: Social awareness,
Delegating tasks and responsibilities,
Influencing and inspiring people, ·
- Identifying personality disorders
Managing difficult behaviour & poor performance
Building an Emotionally Intelligent Team
- EQ for building trusting relationships,
- Case Studies

Note: There will be London city tour on day 5

The Course Package: Includes: Course material in soft copy, Tea break, Lunch, City tour, and certificate of attendance. A laptop with the soft copy of the course material loaded with a carrying bag will be presented to the participants at the end of the course.

Note: Payment is either U$D or the prevailing parallel market rate. We do not accept government official rate.

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