A business deal can be won or lost before a single word about price is spoken, simply because of how a handshake was offered or a meeting was opened. Etiquette and protocol are not decorative extras in professional life; they are working tools that shape how colleagues, clients, and partners perceive competence and trustworthiness.

This training course from the Arab British Fellowship Training Academy is built around that reality. Rather than listing rules in the abstract, it walks participants through the situations where etiquette actually matters: greeting a client, chairing a meeting, resolving a disagreement, or representing an organization at a formal event.

By the end of the course, participants will have practiced applying etiquette and protocol standards across the full range of everyday and high-stakes professional interactions, building the kind of presence that strengthens both personal reputation and organizational image.

Is This Course Right for You?

• You operate in both formal and informal work settings and want to sharpen how you present yourself.
• You are an executive, team leader, or administrative professional interacting with others daily.
• You work in public relations or corporate communications.
• You want to strengthen your personal skills for professional interaction, or your organization wants to raise its team's standards of etiquette and protocol.

What You Will Be Able to Do Afterwards

• Apply the principles of business etiquette and protocol confidently across different situations.
• Communicate more effectively with colleagues, clients, and partners.
• Follow the protocol expected in meetings and formal events.
• Project a professional image that reflects competence and credibility.
• Build and sustain an effective professional network.

Module 1: The Business Case for Etiquette and Protocol

• Distinguishing etiquette from protocol and where each applies.
• How conduct shapes an individual's and organization's reputation.
• Core principles every professional should follow.

Module 2: First Impressions and Everyday Interaction

• Understanding the impact of first impressions and how to influence them.
• Punctuality and respecting others' time.
• Building trust through consistent, respectful behavior.

Module 3: Greetings, Introductions and Professional Attire

• Etiquette for greetings and introducing yourself and others.
• Choosing appropriate business attire for different contexts.
• How appearance influences professional reputation.

Module 4: Communication Skills for the Workplace

• Reading non-verbal cues (body language) in professional settings.
• Choosing language appropriate to different work contexts.
• Having impactful, effective professional conversations.

Module 5: Etiquette in Meetings and Conferences

• Rules for attending meetings and managing time effectively.
• Preparation techniques for getting the most out of meetings.
• Etiquette for discussion and presenting opinions professionally.

Module 6: Managing Disagreement and Difficult Situations

• Diplomatic techniques for handling disagreements and conflict.
• Problem-solving approaches for a more harmonious workplace.
• Maintaining professional relationships under strain.

Module 7: Customer and Partner Relationships

• Delivering service that reflects the highest etiquette standards.
• Handling complaints and requests professionally.
• Building long-term relationships with clients and business partners.

Module 8: Negotiation and Business Proposals

• Basic rules for building successful business relationships.
• Essential negotiation skills.
• Presenting proposals with professionalism and clarity.

Module 9: Phone, Email and Digital Communication Etiquette

• The importance of etiquette on phone calls.
• Fundamentals of writing formal emails.
• Managing digital communication in the workplace.

Module 10: Attending Official Events and Managing Guests

• Rules for conferences, official events, and business social occasions.
• Receiving guests and interacting with high-profile individuals.
• Conduct at formal dinners and special events.

Module 11: Gift-Giving and Professional Courtesies

• Selecting and presenting gifts at official occasions.
• Rules for professional courtesies and expressions of appreciation.
• Appropriate ways to express gratitude.

Module 12: Building and Managing a Professional Network

• Strategies for building a broad, effective professional network.
• Managing relationships to serve shared goals.
• Sustaining communication with colleagues and partners over time.