Business Etiquette & Professional Conduct in the Workplace – 3 Days

The course is accredited by the Services Seta and material covers unit standards 110021 & 7790 at NQF level 3 worth 3 credits


The aim of this course is to ensure new employees understand the world of work. It also ensures that new employees conduct themselves professionally in the workplace.


Upon completing this course, the participants should be able to:  

  • Understanding personality types
  • Plan and organize work
  • Match the type of communication with the appropriate method
  • Improving telephone skills
  • Developing filing systems
  • Using electronic filing systems
  • Handle office documents and a diary with appropriate confidentiality
  • Using office equipment
  • Professional behaviour and conduct
  • Professional dress codes
  • Ethics


What does it mean to work in an office?

  • Knowing myself
  • Understanding people
  • Personality types


  • The purpose and methods for communicating with clients
  • Listening skills
  • Effective communication skills
  • Business communication
  • Respectful communication
  • Being polite
  • Communicating in an open plan office
  • Volume of voice
  • Articulation and annunciation
  • Clear speech

Telephone Skills

  • The greeting
  • Professional speech / choice of words
  • Languages; Articulation; Voice control
  • Transferring calls
  • Taking messages
  • Distribution of messages
  • Ending the call
  • Call phones

Professional Documents

  • Intelligent Emails
  • Professional emails
  • Formal language
  • Minutes of meetings
  • Using the printer
  • Using the fax machine
  • Scanning documents

Managing a diary

  • Understanding a diary
  • Understanding MS Outlook
  • Filing emails correctly

Understanding Filing

  • Why do we file documents
  • What do we file
  • How do we organize files
  • Labelling each file
  • The filing index
  • Filing Rules

Electronic Filing Systems

  • Electronic Filing
  • MS Outlook
  • My documents
  • Scanning documents
  • Searching for documents
  • Alphabetical filing

Being Organised

  • Simple systems and routines
  • Plan your work
  • Routines/procedures, checklists
  • Be professional/confident
  • Being organized


  • Systems and procedures for keeping information confidential
  • Keeping documents secure
  • Security breaches

Managing the Office

  • Routines for the beginning of the day
  • Routines for the end of the day
  • Stationery
  • Meeting deadlines
  • Reporting accurately and timeously to your boss
  • Reporting formats

Being Professional

  • Punctuality
  • Lunch breaks
  • Informing your boss timeously when sick
  • Professional dress
  • Speaking professionally
  • Ethics

Addressing Unprofessional Behaviour

  • Unprofessional behaviour identified in new employees includes:
    • Protocols
    • Chewing gum
    • Staff functions, alcohol and professionalism
    • Shouting in the office
    • Walking into your bosses office unannounced
    • Addressing seniors professionally
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