Objectives:

Upon successful completion of this course, participants will be able to:

• Identify and map key internal and external stakeholders and their communication needs.
• Apply advanced principles of professional business etiquette in all face-to-face and virtual settings.
• Strategically manage relationships with challenging, high-level, or demanding stakeholders.
• Master protocol for formal introductions, business dining, and professional dress codes.
• Serve as a highly effective, professional liaison between the executive and all external parties.
• Tailor communication styles to different corporate cultures and global environments.
• Handle sensitive and confidential stakeholder information with impeccable discretion.
• Utilize networking and relationship-building skills to expand professional influence.

Target Audience:

• Administrative Assistants and Executive Assistants
• Office Managers and Receptionists
• Staff who frequently interact with high-level clients or executives
• Professionals involved in client-facing roles or external communication
• Anyone seeking to refine their professional image and soft skills
• New employees needing a primer on corporate etiquette and protocol

• Role-playing scenarios for stakeholder management and negotiating difficult communication.
• Mock business dining etiquette session with constructive feedback.
• Interactive discussion on global protocol and cultural sensitivity case studies.
• Individual exercise: writing formal correspondence using proper protocol and tone.
• Group activity: mapping the stakeholders for a major corporate project and developing an engagement strategy.
• Video analysis and critique of professional non-verbal communication.
• Self-assessment tools for professional image and presence.

Unit 1: Foundations of Professional Presence

• Understanding the impact of professional dress, grooming, and non-verbal communication.
• Defining and cultivating a strong, positive professional presence and personal brand.
• Mastering the art of the professional handshake, posture, and body language.
• Implementing a "clean desk, clean screen" policy for a professional office environment.

• Applying protocol for formal introductions and networking events.
• Navigating seating arrangements, entering, and exiting rooms appropriately.
• Mastering telephone, voicemail, and mobile device etiquette in the workplace.
• Handling gifts, thank-you notes, and professional acknowledgments correctly.

Unit 2: Stakeholder Relationship Management

• Identifying the executive's primary internal, external, and governance stakeholders.
• Analyzing stakeholder interests, influence, and preferred communication methods.
• Developing a strategic engagement plan for key relationships.
• Serving as a professional, neutral intermediary in communications.

• Techniques for remaining calm and professional when dealing with demanding individuals.
• Strategies for managing expectations and delivering unwanted news tactfully.
• Practicing diplomatic language to de-escalate tension and mediate disagreements.
• Knowing when to handle an issue and when to appropriately escalate to the executive.

Unit 3: Communication and Correspondence Protocol

• Mastering the format and tone for formal business letters and high-level memos.
• Applying correct address and salutation protocols for senior executives and dignitaries.
• Ensuring all written communication is error-free, concise, and professional.
• Managing the executive's signature, correspondence records, and follow-up.

• Protocol for virtual meetings (camera use, muting, background, dress code).
• Mastering netiquette for high-stakes email chains and inter-departmental chats.
• Understanding time zone differences and their impact on scheduling and communication.
• Managing the professional boundaries of social media and online representation.

Unit 4: Global and Business Dining Etiquette

• Understanding high-context vs. low-context communication across cultures.
• Navigating international greetings, titles, and gift-giving customs.
• Adapting communication style for different global business environments.
• Researching and respecting cultural norms for visiting executives or clients.

• Mastering table settings, utensil usage, and proper serving protocol.
• Techniques for ordering, hosting, and handling the check discretely.
• Tips for managing conversation and networking effectively during a business meal.
• Handling alcohol, toasts, and dealing with dining mishaps professionally.

Unit 5: Building Professional Influence

• Developing and maintaining an organized professional contact database.
• Strategies for effective networking and following up after industry events.
• Identifying internal networking opportunities to build cross-functional support.
• Serving as a positive role model and mentor for less experienced staff.

• Setting and maintaining clear professional boundaries with colleagues and the executive.
• Techniques for managing the stress and pressure of the liaison role.
• Self-assessing and soliciting feedback on professional conduct and effectiveness.
• Championing administrative professional standards within the organization.