Learn the critical connection between protocol and profit.
Learn the how of it all, including making introductions, writing letters, winning back disgruntled customers, handling meetings and special events properly — and much more!
1. Paving the Way With Your Communications
Choosing the Best Form
Salutations and signatures
Think twice before you send it
Answering the phone
Placing a call
Electronic message services
2. Your Attire Counts, Too
For Men: Suits or Khakis?
For Women: Be Conservative
Dress - Down Fridays
Receptions, dinners and special events
Conferences Weekend meetings
3. Meet and Greet
A Proper Introduction
If you forget a name . . .
Discretion, Information and Rumor
Meetings outside the office
4. A Winning Way With Clients and Customers
When you feel compromised . . .
5. Office Occasions, Business Gifts and Invitations
Events for Co-Workers
Illness or retirement
Receiving Gifts and Invitations
Acknowledging a gift
Should you accept?
Responding to an invitation
Bring a date?
Say thank you
6. Dining Out
Why Not Do Lunch?
Tempting . . . But Don’t Order Trouble
Sorting out the flatware
Paying the Bill
Get the Royal Treatment
7. Sexual Conduct in the Workplace
Harassment or Workplace Romance?
If You Are Being Harassed . . .
8. Being Sensitive to Diversity
Out of bounds
Dealing With the Disabled
Male/Female Interactions: Special Concerns
Gender stereotypes and office roles
Standards of courtesy
On the road
The Role of Spouses
9. Business Relations in the Global Marketplace
With Foreign Clients Here and Abroad
Gift Giving Abroad