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A manager shouting across a desk at a colleague in an office
A true-to-life story

He was rude to one client. By Friday he no longer worked there.

A senior banker lost his temper with a customer over a delayed transfer. Raised voice, dismissive words, thirty seconds of impatience. The client complained, the complaint was recorded, the recording was reviewed — and the bank dismissed him. Years of expertise erased by a single sentence he could not take back.

If you don't want the same thing to happen to you or to your employees — talk to us.

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Nobody is dismissed for bad manners. They are dismissed for what bad manners cost.

Rudeness is never a private moment. It is a lost account, a one-star review, a screenshot in a group chat, a regulator's letter. Most professionals were never actually taught how to stay courteous while under pressure — they were simply expected to know.

Business etiquette is a trainable, repeatable skill set. It can be taught to one person or to an entire customer-facing floor, and it shows up in the numbers: fewer complaints, longer client relationships, calmer teams.

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Two professionals shaking hands in a bright office lobby
1 sentence

is all it takes to lose a client, a contract and a career.

70%

of complaints escalate because of tone, not the original problem.

2 days

is the typical length of an in-house team programme.

What we train

Practical, rehearsed and scenario-based. Delivered in London, at your offices, or online for distributed teams.

Client-Facing Conduct

How to hold difficult conversations, absorb pressure and keep the client relationship intact — the exact skill our banker did not have.

  • —De-escalation scripts
  • —Complaint handling
  • —Tone under pressure

Professional Communication

Written and spoken clarity: email register, meeting language, feedback that corrects behaviour without humiliating people.

  • —Email and message tone
  • —Meeting etiquette
  • —Respectful feedback

Corporate & Social Etiquette

Introductions, hospitality, dining, dress codes and cross-cultural courtesy for the moments where your brand is judged in seconds.

  • —Business dining
  • —International protocol
  • —Hosting clients
Choose your course
Business etiquette workshop with a group of professionals around a table

How the training works

  1. 1

    Diagnose

    We review your real complaints, emails and call transcripts to find where courtesy breaks down.

  2. 2

    Rehearse

    Small-group sessions with role-play of your hardest client conversations, not generic case studies.

  3. 3

    Embed

    Written standards, tone guidelines and manager coaching so the behaviour survives the training week.

The details clients remember

A correctly written apology. A calm voice when the numbers are wrong. Knowing which glass, which greeting, which title. These are small things until the moment they decide whether a client signs, stays or complains.

Our courses are delivered by The English Manner, a London-based training company specialising in etiquette, protocol and professional communication.

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Formal dining place setting with silverware and glassware

Train the manners before the incident, not after it.

Individual places and in-house corporate programmes are open for booking now.

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