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Traditional and Virtual Business Etiquette Short Course

Unit Standard

252043 (6 credits) in the Generic Management Level 5 Qualification


1 day


Classroom or Online


Conducting yourself as a polished professional is important to develop a strong first impression and build business relationships with colleagues, suppliers and clients.

Setting the right tone in your communication and knowing the proper etiquette in professional interactions can avoid conflicts, but more importantly, contributes towards business success and credibility.

This 1-day Traditional and Virtual Business Etiquette course will equip you with powerful business etiquette insights and techniques to ensure that you always conduct yourself in a professional manner, irrespective of the setting or situation.

Get the skills that can make the difference between a successful business interaction and a deal gone bad for no reason at all.


  • Professionally greet, meet and converse with people from diverse backgrounds in a business setting
  • Communicate professionally on the telephone, face to face, electronically and on virtual platforms
  • Network professionally and appropriately with potential business contacts
  • Participate professionally and respectfully during meetings
  • Use discretion and judgement to avoid being culturally insensitive
  • Dress to impress by understanding the nuances of appropriate business attire
  • Discover how to stay composed and be professional irrespective of the setting or platform
  • Learn why discretion is so important when talking to colleagues, clients and supervisors
  • Remain cool and calm during a crisis to guide your team’s effort 


Account Manager, Admin Officer, Admin Support Team Leader, Attorney Liaison Officer, Call Centre Team Leader, Conference Centre Assistant, Councillor, Creditors Clerk, Customer Experience Manager, Debtors Clerk, Sales Representative, Group Management Accountant, Hospital Manager, HR Coordinator, HR Manager, Key Accounts Manager, Managing Director, Marketing Team Leader, Office Manager, Operations Manager, Operations Supervisor, Personal Assistant, Plant Manager, Programme Manager, Project Manager, Quantities Analyst, Receptionist, Secretary, Trainer, and Supervisor.


Greeting, Meeting and Introducing People

  • Characteristics of a good handshake
  • Create a positive first impression that lasts
  • Tips to help you remember names
  • Introduce staff, guests and VIPs professionally
  • Various forms of address and when to use each
  • Saying goodbye and ending conversations
  • Business card etiquette

Conversation Techniques

  • Timing – it’s if and when you say it
  • Tone – it’s how you say it
  • Volume – it’s how loud you say it
  • Guidelines for making Small Talk that matters
  • Tips for dealing with difficult people
  • Use body language to complement your message

Correspondence and Technology Etiquette

  • Communication styles – which style suits you best?
  • Assessing the different communication channels and their pros and cons:
    – The Business Letter
    – The quick (often regretted) E-mail
    – Internet communications: MS Teams, Zoom, WebEx- Phones and mobile communications
  • Using the latest “Netiquette”
  • The importance of the RSVP

Mastering Meetings – In-Person and Virtual

  • Understanding correct meeting protocols – In-person and Virtual
  • Polite ways of interjecting, commenting or voicing an objection
  • Tips and techniques for chairing a meeting successfully
  • Methods for getting and keeping meetings on track

The Art of Networking

  • Devising your own networking strategy and objectives
  • Making an entrance and working the room
  • Techniques for smoothly joining and leaving groups
  • Learning to self-promote yourself without appearing arrogant
  • Adhering to essential rules for good networking
  • Identifying inappropriate places for networking
  • Nurturing your Digital Footprint on Social Media – LinkedIn

Dealing with Managers, Colleagues and Staff

  • Understand how the business hierarchy is structured
  • Avoiding and discouraging office gossip and politics
  • Defining and eliminating offensive behaviour
  • Understanding what constitutes sexual harassment and ensuring all staff are respected and protected

Entertainment Etiquette

  • The most common dining etiquette mistakes
  • Conversation etiquette during business lunches or dinners
  • Respectable behaviour when socialising
  • Handling alcohol during and after working hours
  • Staying on your guard – even if it is after hours

Maintaining a Professional Image

  • Acceptable attire for men and women in business
  • Power Dressing – When and how to “dress to impress”
  • Distinguish the very important difference between home-casual and business-casual
  • A complete and practical dress guide to formal and informal business occasions

Ethics in the Workplace

  • Understanding the need for confidentiality and avoiding disclosing sensitive or confidential company information to external parties
  • A guide to accepting / offering gifts or favours
  • Correct actions if a bribe is offered by a customer, client or supplier