International Business Etiquette And Protocol

International Business Etiquette And Protocol Deal Maker or Deal Breaker?

Add the polish that builds profits!

By attending this course you will: 1. Learn how to get ahead with what you want, achieve your goals and increase your influence at work 2. Build effective cross-cultural communication skills and master the techniques necessary to attract more customers to outclass the competition 3. Gain knowledge of diplomatic norms, etiquette and protocol related to the various forms of interaction to cover a wide range of international business relations and business entertainment 4. Find out how to avoid destroying your online reputation and relationships and develop social media and “netiquette” skills 5. Acquire impressive international business etiquette and manners needed for your international travels and overseas assignments Mastering International Business Etiquette And Protocol Will Take You From Unnoticed To Unforgettable!

15 – 19 September 2013 • Radisson Blu Hotel, Yas Island, Abu Dhabi, UAE Organised by:

Strategic Career Partner:

Follow us on: www.twitter.com/iirmiddleeast www.facebook.com/iirmiddleeast www.youtube.com/iirmiddleeast

www.iirme.com/businessetiquette srednet/moc.emrii.www

International Business Etiquette And Protocol 15 – 19 September 2013 • Radisson Blu Hotel, Yas Island, Abu Dhabi, UAE Course Timings: Registration will be at 08:00 on Day One. The course will commence at 08:30 and conclude at 14:30 with lunch. There will be refreshment breaks at approximately 10:30 and 12:30.

Day One

Course Overview As global business continues to expand and bring everyone closer, the critical element of a successful business outcome may be the appreciation and respect for regional, country, and cultural differences - known as cultural diversity and requiring good inter-cultural communication.

How much is incivility costing your company?

The best business plan and marketing strategy plus all the financial resources you need cannot make up for a lack of interpersonal skills. In interviews with 9,000 managers and workers, the authors of “The Cost of Bad Behaviour” found that, not surprisingly, incivility is rampant in the workplace. According to them, 50% of employees decrease their work effort after experiencing ongoing rude behaviour. A 2005 Associated Press/IPSOS poll shows that 83% of employees believe it is important to work in a civil environment, and 12% of employees actually leave jobs because of uncivil acts committed against them. For every employee lost, companies lose 1.5 to 3 times that employee’s salary. Unfortunately, corporate America spends $300 billion each year due to job stress and incivility. So, in case you are wondering whether companies need business etiquette education, these statistics say, “Yes!” Business Etiquette teaches people skills to combat incivility in the workplace and build strong business relationships inside and outside the office through increased self-awareness, an understanding of the principles of etiquette and the use of business-appropriate manners. It empowers employees to transform their work environments and propel their companies forward.

The secret to attracting more customers!

In today’s highly competitive market, what distinguishes an ordinary professional from an extraordinary one is a clear understanding of business etiquette. Clients come to you for your expertise, your service and your products. They become loyal to you because of your interpersonal skills. They stay with you because of your ability to establish and maintain relationships. Business etiquette training will help you and your employees develop the skills to attract and retain clients through the simple rules of business manners and the basic principles of courtesy, kindness and respect.

It is not about the rules – it is about the small details that attract customers We are constantly struck by the lack of manners we experience in our daily business and personal interactions. Few business people seem to place any value on common courtesy, which translates into customer service, which then translates into profits. The lack of business etiquette skills runs the gamut from polite dining, professional dressing to such simple acts as saying “Thank you” to a customer or an employee.

What’s more? The correct answer to a “Thank you” is only one example!

When most of the world seems to think that the response to a “Thank you” is “No problem” suggesting that there was a problem, the most considerate answer should be either “You are welcome” or “It is my pleasure.” It shows how sincere you are to your customers.

Teach your employees how to express appreciation to your clients, train them in good manners. Make your training investment obvious.

You can be like every other company and disregard the simple “Thank you” or you and your employees can make it a requirement. You will be surprised at how those details will set you apart from your competitors and how adding a bit of polish will build profits.

Course Methodology The course will use a number of methods to ensure effective learning including large and small group exercises, role plays, lectures and video clips. As the focus of the course is on skills, there will be a significant amount of practice throughout the course.

+971 4 335 2437

+971 4 335 2438

Etiquette • Etiquette and society • General ethics and social norms • What is best society?

• The imitation and the genuine • Worldwide etiquette • Cultural differences • Etiquette inside and outside the Middle East Manners • Modern manners • Global manners – the growth of good taste • The fundamentals of good behaviour • On the street and in public • Poor manners – stories and examples The Art Of Communication • The etiquette language • “Language” or “dialects” • Prescription and description • T–V form • Words, phrases and pronunciation • What is inappropriate linguistic?

• Etiquette of communication • Elephant in the room • Notes and letters • Expressing sympathy • Cards and visits • E-mail errors that can cost your business • Eye-to-eye

Exercise: You will answer a set of questions related to fundamentals of etiquette and manners

Day Two Strategies For You • Etiquette strategies • Peace at home • Social graces: dress of a charming woman, clothes of a gentleman • Religious service etiquette • Holiday etiquette - travel in style • Sports etiquette - being polite and competitive at the same time!

• In-vehicle actions • Club etiquette • Gift etiquette • The polished professional throughout the holidays Etiquette In The Office • The business etiquette • The corporate etiquette • Rules of civility and decent behaviour at the workplace • How will workplace etiquette get you ahead?

• Impress the right people • How to influence others on the phone • Teaching manners – set the tone for your team • “What happens on the road stays on the road” • Netiquette and social media etiquette

Exercise: You will answer a set of questions that will help you define the best etiquette strategy for your personal and business development

register@iirme.com

www.iirme.com/businessetiquette

Day Three

Meet Your Expert Course Director

Business Entertainment • Public gatherings • Official events • Formal dining: when you are the host; when you are a guest • Invitations, acceptances and regrets • Introductions and conversations • Table manners to impress people when it counts • Feasting faux pas

Iman A. Ousseyran is the CEO and Senior Consultant at Laurel & Tercel FZE.

Group Competition: You will work in groups to prepare a formal/ business event. The competition will run for couple of hours to ensure proper preparation, set up and demonstration as per given brief and factors to rate your success. The winning team will be nominated based on pre-defined success factors and members of the team will receive a special appreciation letter.

Note: On Day Three, you will be asked to wear formal attire

Day Four Manners That Sell • Dining for profits • The deal maker and the deal breaker • The secret to attracting more customers Etiquette For Leaders • Secrets of seasoned professionals • Stay polite while competing • Secrets of winning at office politics • Inter-cultural competence • Successful networkers • How to influence abroad • Etiquette in business and politics

Her remarkable professional profile, includes her invention of scientific tools to measure: A customer’s valuation over a life-time; The value of in-house versus out-sourced services; studies she conducted on: managing human resources in turbulent times; The future of minimally invasive cosmetic procedures; Juice Bars – a new trend in the beverage industry; Dubai spa business model – a global benchmark of developing the wellness tourism; Papers she wrote about: The influential leader; Management consultancy and issues of integrity, objectivity, independence and competency; “Dubai from camel to metro” – managing business within a rapidly growing environment; and Business ethics’ general laws and social norms.

Iman is a member of several internationally recognised professional organisations. Currently, she is the President of IBEDI Society – UAE Chapter (part of The International Business and Economic Development Institute Inc. (IBEDI) of Boston, MA, USA); Member of The Institute of Business Consulting (IBC) within the Chartered Management Institute (CMI) of UK and The International Council of Management Consulting Institutes (ICMCI), recognised for consulting in World Trade with special consulting focus by the United Nations Economic and Social Council (ECOSOC).

Group Activity: You will participate in role plays whereby you will be required to demonstrate best business etiquette and manners learnt during the course

Day Five

Who Should Attend?

International Protocol • Diplomacy • Intellectual strategy • Cultural practices • The ping-pong style • Track II and track III • Customary or social conventions • The 3Cs • The international protocol of address • Order of precedence: royal, government officials, diplomat, military, social dignitaries • Addressing people – a style by tradition or by law

Exercise: You will prepare your own business etiquette resolutions for 2014 with a strategy to achieve them Requirements Important: You require one set of formal attire to wear on Day Three.

• The formal attire is the one you wear for a formal business event attended by senior officials, diplomats, VIP business people and decision makers.

• GCC national attire or formal suit, ladies may choose skirt or trouser suit • Formal shoes, make-up and other accessories Smart business attire is recommended during the course.

Assessment Process You will be assessed based on your total and timely attendance, level of participation in open discussions, individual and group activities, ability to answer questions and ability to answer to written assessment questionnaires.

Note: To help you practice your daily learning, your ongoing application of acquired business etiquette and manners inside the classroom, during breaks and throughout the course will be part of the assessment.

+971 4 335 2437

She is a Certified Management Consultant, Business Advisor and Executive Trainer. For more than 25 years she led strategies for multi-million-dollar organisations that helped in improving internal capabilities and business profitability. Her experience spans across public, private and not-for-profit organisations, with hands on experience across various industries including Manufacturing, Oil & Gas, Banks, Telecommunication, Hotels, FMCG, Medical, Food Services, Fashion, Personal Care, SPA & Wellness, Jewellery & Watches, Home ware and Glassware.

+971 4 335 2438

1. Leaders and Managers – Business Etiquette training is a natural addition to help identify, develop and fast-track future leaders. It teaches self-confidence in business social settings and networking, business travel, business dining and more. An understanding of the principles behind business etiquette is a fundamental skill of good management.

2. Seasoned Professionals and Senior Managers – topics such as business social skills or table manners, or specific new corporate challenges like international perspectives or social media manners help you understand how valuable strong personal skills are to your success.

3. Inter-generational Workforces – for the first time in history, there are four generations together in the workforce — the World War II generation (Traditionalists), Baby Boomers, Gen Xers and Millennia.

Each group has different communication styles, expectations and interpretation skills. The Business Etiquette training course teaches your employees to understand their differences and get along with each other so that the focus can turn to getting the job done.

4. Sales Professionals and Customer Service Representatives often come in contact with clients more than any other employee in a corporation. This training emphasises on how to build relationships – not tear them down. It includes social and networking protocols, communication etiquette (written, verbal and use of technology), and image and attire.

5. Organisations, Associations, Individuals, Colleges and Universities call upon International Business Etiquette and Protocol to add the polish that builds profits and to develop the skills that build lasting business relationships.

register@iirme.com

www.iirme.com/businessetiquette

International Business Etiquette And Protocol 15 – 19 September 2013 • Radisson Blu Hotel, Yas Island, Abu Dhabi, UAE FIVE WAYS TO REGISTER IIR Holdings Ltd. P.O Box 9428 Dubai, UAE

+971 4 335 2437 +971 4 335 2438 register@iirme.com

www.iirme.com/businessetiquette

DISCOUNTS AVAILABLE FOR 2 OR MORE PEOPLE CALL – +971 4 335 2483 E-MAIL – a.watts@iirme.com WEB BC4939 Event

Course Fee Before 30 June 2013

Course Fee Before 21 July 2013

Final Fee

US$ 3,995

US$ 4,395

US$ 4,795

International Business Etiquette And Protocol 15 – 19 September 2013

WOULD YOU LIKE TO RUN THIS COURSE INͳHOUSE?

Course fees include documentation, luncheon and refreshments. Delegates who attend all sessions will receive a Certificate of Attendance.

DELEGATE DETAILS

Job Title: ......................................................................................................... Email: .....................................................................................

All registrations are subject to our terms and conditions which are available at www.iirme.com/terms. Please read them as they include important information. By submitting your registration you agree to be bound by the terms and conditions in full.

Tel: ..................................................... Fax: .................................................... Mobile: ..................................................................................

Name: ..............................................................................................................................................................................................................

Job Title: ......................................................................................................... Email: .....................................................................................

Tel: ..................................................... Fax: .................................................... Mobile: ..................................................................................

Name: ..............................................................................................................................................................................................................

Job Title: ......................................................................................................... Email: .....................................................................................

Tel: ..................................................... Fax: .................................................... Mobile: ..................................................................................

Name: ..............................................................................................................................................................................................................

Job Title: ......................................................................................................... Email: .....................................................................................

Tel: ..................................................... Fax: .................................................... Mobile: ..................................................................................

COMPANY DETAILS Company: ............................................................................................................................................................................................................

Address: ................................................................................................................................................................................................................

Postcode: ................................................................................. Country: ...........................................................................................................

Tel: .............................................................................................. Fax: ..................................................................................................................

No. of employees on your site: 1000+ 500-999 250-499

50-249

0-49

Nature of your company's business: ..........................................

YES, I would like to receive information about future events & services via e-mail .................................................................

To assist us with future correspondence, please supply the following details: Name of the Department Head: .....................................................................................................................................................................

Department: ........................................................... Mobile: .......................................... Email: .......................................................................

Training Manager: .............................................................................................................................................................................................

Department: ........................................................... Mobile: .......................................... Email: ......................................................................

Booking Contact: ..............................................................................................................................................................................................

Department: ........................................................... Mobile: .......................................... Email: ......................................................................

Payments A confirmation letter and invoice will be sent upon receipt of your registration. Please note that full payment must be received prior to the event. Only those delegates whose fees have been paid in full will be admitted to the event. You can pay by company cheques or bankers draft in Dirhams or US$. Please note that all US$ cheques and drafts should be drawn on a New York bank and an extra amount of US$ 6 per payment should be added to cover bank clearing charges. In any event payment must be received not later than 48 hours before the Event. Entry to the Event may be refused if payment in full is not received.

Credit card payment If you would like to pay by credit card, please tick here and a member of our team will contact you to take the details

Cancellation If you are unable to attend, a substitute delegate will be welcome in your place. Registrations cancelled more than 7 days before the Event are subject to a $200 administration charge.

Registration fees for registrations cancelled 7 days or less before the Event must be paid in full. Substitutions are welcome at any time.

Avoid Visa Delays - Book Now Delegates requiring visas should contact the hotel they wish to stay at directly, as soon as possible.

Visas for non-GCC nationals may take several weeks to process.

All registrations are subject to acceptance by IIR which will be confirmed to you in writing.

Due to unforeseen circumstances, the programme may change and IIR reserves the right to alter the venue and/or speakers.

Event Venue: Radisson Blu Hotel, Yas Island, Abu Dhabi, UAE Tel: +971 2 656 2000 Accommodation Details We highly recommend you secure your room reservation at the earliest to avoid last minute inconvenience. You can contact the IIR Hospitality Desk for assistance on: Tel: +971 4 407 2693 Fax: +971 4 407 2517 Email: hospitality@iirme.com © Copyright I.I.R. HOLDINGS B.V.

JC/EO BU6344 Soft Skills

LR

Name: ..............................................................................................................................................................................................................