To understand the challenges and harness the strengths of doing business in a multi-cultural society. This course explores latent prejudices and encourages the delegates to move into a solutions based mode through discussion and sharing of real life situations.
The modules covered assist the delegate in identifying appropriate behaviour in the workplace, with a strong customer centric approach.
Please note: A customised version of this workshop can be aligned to the Batho Pele principles for government.
Etiquette - What is it?
Understanding the modern definition of etiquette and relating it to SA hospitality culture.
The customer window - an interactive exercise determining what our clients want from us and don't get, what our clients get from us and don't want. What our clients want from us and get as well as what our clients don't want from us and don't get.
The Etiquette of Cross Cultural Communication
Understanding what culture is, what a business culture is and why we sometimes find communication so difficult.
Stress and Time
What is professionalism?
Exploring personal and possible barriers toward professionalism
How time influences our levels of etiquette and professionalism
The main rule of client care in hospitality
What are ethics?
The influence of ethics influence on our ability to compete in our industries
Creating a framework for ethical behaviour
How we keep each other to our agreed ethical standards
How we bring etiquette, culture, customer care and ethics together
Case studies and role plays assisting with decision making
You be the judge - allowing for discernment and discussion
Prices include VAT @ 15% All our full day open hosted workshops commence at 08:30 and end at 16:30. For inhouse workshops we will travel for anything between one and 16 delegates. All course material, lunch and refreshments are provided.