Skip to main content
Western Kentucky University

CWD: Courses: Customer Service

Print this page

Business Etiquette


This workshop will provide participants with a base for working effectively with groups of people by demonstrating respect through interaction.  What is etiquette and why should you care?

Etiquette is defined by Merriam-Webster as "the conduct or procedure required by good breeding or prescribed by authority to be observed in social or official life."

Business etiquette is defined as the conduct or procedures that are generally acceptable and polite in the workplace.  It is typically a set of unspoken expectations that most people either meet—or find out about when they do not meet them.


The participant will learn to: (1) use basic courtesy and manners, (2) practice common business etiquette to build and maintain relationships, (3) implement practices for respecting yourself (4) interact in a respectful manner with coworkers and subordinates, and (5) use technology effectively.

Content Outline

  • Understand the components of business etiquette and why it is important
  • Utilize techniques for diplomatically saying no
  • Communicate effectively, even when stressed
  • Utilize techniques for diplomatically saying no
  • Interact appropriately with coworkers

Who Should Attend

This seminar is intended for managers, supervisors, supervisory trainees, and employees involved in teams or work groups.

Note: documents in Portable Document Format (PDF) require Adobe Acrobat Reader 5.0 or higher to view,
download Adobe Acrobat Reader.

Note: documents in Excel format (XLS) require Microsoft Viewer,
download excel.

Note: documents in Word format (DOC) require Microsoft Viewer,
download word.

Note: documents in Powerpoint format (PPT) require Microsoft Viewer,
download powerpoint.

Note: documents in Quicktime Movie format [MOV] require Apple Quicktime,
download quicktime.

 Last Modified 9/25/14