protocol solutions the essentials for a polished professional
TRANSCRIPT
Protocol SolutionsThe Essentials for a Polished Professional
Overview Business Etiquette
Protocol Solutions
Business Entertaining
First Impressions are
Lasting Impressions
First Impressions are
Lasting Impressions
When dealing with people, remember you are not dealing with creatures of logic, but creatures of emotion."
— Dale Carnegie
Protocol ObjectiveCreate a distraction free
environment so that relationships can develop, issues be resolved
and objectives be met.
Business Etiquette Handshake Introductions Nametags Business card protocol Today’s technology Universal Etiquette
The Handshake
Culture will dictate an initial greeting…in the United States the
handshake is our form of greeting
Cultural differences do exist…
The Limp Fish
The Bone Crusher
The Politician
The Ultimate Handshake Web-to-Web
Shaking Hands in our Culture The Winning Way
Web to Web Shake-Shake, release Eye contact Positive, smile with enthusiasm Repeat the name• General Pace, it is a pleasure……
Basic Rules of Introductions The person you mention first is who you are honoring
To you versus You to
Mention something about the person you are introducing, this serves as a starting point for conversation
Understanding Titles
DV-1 = POTUS DV-1 = POTUS DV-2 = VP DV-2 = VP DV-3 = 4-star DV-3 = 4-star DV-4 = 3-star DV-4 = 3-star DV-5 = 2-star DV-5 = 2-star DV-6 = 1-starDV-6 = 1-star
The Honorable (US-PAS) His Excellency (Foreign) Royalty (ex Her Majesty) Doctor (Medical) Senators, Representatives Ambassadors Mayors, Governors Service Secretaries Retired Former Officials
“Mr. Ambassador, may I present to you Ms. Young.
Ms. Young is the Protocol Chief from the Defense Logistic Agency Enterprise Services.
His Excellency is the Ambassador of Kuwait.”
““Mr. Senior Executive, I Mr. Senior Executive, I would like to introduce to youwould like to introduce to you
Mr. Junior Executive, from Mr. Junior Executive, from the accounting department. the accounting department.
Mr. Senior Executive is our Mr. Senior Executive is our Director of Public Relations.”Director of Public Relations.”
““Senator Warner, may I Senator Warner, may I introduce Ms. Doe, President introduce Ms. Doe, President of Doe Exports. of Doe Exports.
Ms. Doe’s firm is one of our Ms. Doe’s firm is one of our state’s leading exporters.”state’s leading exporters.”
Name Tags
Business Card ExchangeWhen exchanging business cards….
Take time to look at the card
Comment on the card
Ensure all the info you need for re-contact is actually there i.e. website, e-mail, address, phone number
Respect the exchange – put card away appropriately
Protocol for Today’s Technology Cellular phones
Speakerphones
Laptops
Pagers/PDAs
Business Accessories for Success
Quality pen
Leather briefcase
Appropriate note taker
Professional business card holder
Stationery
Perspective: What do you see?
Universal EtiquetteKeep your hands to yourself, off yourself, and out of your pockets
Return the grip of the handshake that you are given
Gesture only with your full hand, not with fingers
Keep your feet on the ground
Be punctual in business
Universal EtiquetteErr on the side of formality
Dress conservativelyDon’t use given namesRespect age
Topics to avoid are politics, crime, religion, or personal topics
Don’t tell jokes or attempt humor
At a meal, wait for your host to start
Protocol Solutions Precedence
Vehicle/Aircraft Protocol
Common Practices
Invitations
Dress
Gifts
What is Precedence…Precedence is…“The practice of precedence in official life is
conducive to smooth relations because it provides simple answers to what might otherwise be difficult questions of rank and formality”
McCaffrey, Innis and Sand
System of order to what otherwise would be chaos
Recognized system of international courtesy
What is Precedence…System of order to what otherwise would be chaos
Recognized system of international courtesy
Determining PrecedenceGenerally based on position, rank, appointment, or length of service
Situational considerations
Varies administration to administration
Based on custom and tradition
Dang! Why do I always have to sit
next to him?
Army
Marines
Navy
Air Force
Coast Guard
Service Precedence
Flag PrecedenceOrder of Precedence
• Country Flags (Alphabetically)• State Flags (Date admitted to the union)• Service Flags (Service Precedence)• Command Flag• Organization Flag• Positional Colors• Personal Colors
Bunting• Blue is towards the sky!
PLACES OF HONOR IN VEHICLES
Common Protocol Practices
Place of honor is to the right
Senior person: “Last in, First out”
Host speaks first, honoree speaks last
Oaths
Saluting
Honors
It is appropriate for civilians to place their hand over the heart during the:
National AnthemTapsUS Flag passingPledge of AllegianceMovement of a casket Retreat and Reveille
Flag Etiquette
Dress for Success Formal
Women wear an evening dress• Long dress not normally worn before 6:00 p.m.
Men wear a dark suit before 6:00 p.m.
After 6:00 p.m. formal dress falls into two
categories: black tie or white tie
Dress for Success
Informal Men wear a Business Suit
Women wear a suit or dress before 6:00 p.m.
After 6:00 p.m. women wear a cocktail dress
or evening suit
Dress for Success Business Attire
Men wear a suit or sport coat w/tie Women wear a pantsuit or dress
Business Casual Sports jacket with open collar for men Dress or slacks for women
CasualDenotes sports attire
Hostess GiftsGenerally are not given
At a principal only event (no spouses)
Dinner at a restaurant
Reception at the Officers’ Club
Hostess gifts are appropriate when invited to the home
Gift “Yellow Lights”Knives or Scissors
Flowers (Number, Type, Color)
Clocks
Handkerchief
Logos (History)
Wine
Personal Gifts
Gift WrappingAppropriate wrapping can make as good as impact as the gift itself
Presentation style wrap
Packaging the gift for travelSecurity
Customs
Gift Card
Gift DispositionGifts from foreign governments that exceed minimal value ($305) must obtain disposition instructions within 60 days of receipt.
Disposition options:DisplayPurchaseTurn into GSA for government saleReturn to presenter
Gift DispositionGifts from Outside Sources
Who: A gift not from a foreign government or from a federal employee
Value: May not exceed $20 ($50 in a calendar year)
Disposition: Accept on behalf of the government, refuse it, return it, or pay donor retail value of gift
Gift DispositionAn outside (prohibited) source is any person or organization that is:
Seeking official action by DoD
Regulated by DoD
Doing or seeking to do business with DoD
Substantially affected by the performance of your official duties
Gift DispositionGifts to Spouses
Considered “official” gifts to the employee and processed accordingly
Gifts from SubordinatesOn occasions when gifts are traditionally exchanged, may accept gifts of $10 or less
On special, infrequent occasions, may accept a group gift that is appropriate to the occasion and not more than $300 in value
Gift DispositionSubordinates cannot be asked to give me than $10 per individual recipients (voluntary contribution)
Aggregate value of the gift cannot exceed $300
Business Entertaining Participant responsibilities
Reading the table
Table etiquette
Business Entertaining Invitation
Formal Dining Savvy
Receiving Line Tips
Office of Protocol 4375 Chidlaw Road Wright, Ohio 45433
Ms. Pamela Eyring 4375 Chidlaw Road Wright-OH 45433
General Lester L. Lyles
Commander, Air Force Materiel Commandcordially invites you to attend a change of command
ceremonyat which
Colonel Michael L. Heil
will relinquish command of theArnold Engineering Development Center
To
Colonel David J. Eichhorn
Wednesday, the seventeenth of Julyone o’clock in the afternoon
Administration and Engineering (A&E) Building
R.s.v.p.. by 10 July 2001 Military: Uniform of the Day (931) 454-6668 or Civilian: Business Suit (DSN) 340-6668
New Commander’s Welcome Reception immediately follows ceremony at
The Arnold Lakeside Club
““Eating is not an executive skill…but it is Eating is not an executive skill…but it is especially hard to imagine why anyone especially hard to imagine why anyone negotiating a rise to the top would negotiating a rise to the top would consider it possible to skip mastering the consider it possible to skip mastering the very simple requirements…what else did very simple requirements…what else did they skip learning?”they skip learning?”
-A Fortune 500 CEO-A Fortune 500 CEO
“When you want to make a good impression, it is wise to remember that good manners and social skills at the table are as important as your best negotiation skills in the board room.”
President John Adams
Business Entertaining…Business Entertaining… there is no such thing as a there is no such thing as a
FREE meal!FREE meal!
Host Duties Set for success
“Run the table” Introduce Guest of Honor (GoH)
Toast the GoH
Host the meal, keep event on track
Host Cues
Removal of the napkin Removal of the napkin signals beginning of the signals beginning of the mealmeal
Host served last, guests Host served last, guests should not begin eating should not begin eating until host is serveduntil host is served
Tips on Toasting Welcoming and GoH/Reciprocal Toasts
Person making the toast standsGlass is right hand not raisedMake toast to the GoH and then others Conclude toast by raising glass
Guests raise glass at the end of the toast
One does not drink to oneself
Guest of Honor Duties (GoH)
Meet all guests at the table
Engage in social conversation
Reciprocate the toast
Guest Duties
Greet your host first
Introduce yourself
Mingle with all guests
Write a thank you note
““The world was my oyster, The world was my oyster, but I used the wrong fork.”but I used the wrong fork.”
-- Oscar Wilde Oscar Wilde
ForksForks
1. European 3. Fish 5. Steak 7. Oyster 9. Snail 11. Dessert2. American 4. Salad 6. Luncheon 8. Cocktail 10. Lobster 12. Cake/Pastry
11 22 33 44 55 66 77 88 99 1010 1111 1212
Photos by Brian Leatart for Bon Appetit magazine. Copyright 1987 –Bon Appetit Publishing Corp. Reprinted with Permission
1. European 3. Fish 5. Steak 7. Oyster 9. Snail 11. Dessert2. American 4. Salad 6. Luncheon 8. Cocktail 10. Lobster 12. Cake/Pastry
11 22 33 44 55 66 77 88 99 1010 1111 1212
–
KnivesKnives
1. European 3. Fish 5. Butter 7. Fruit 2. American 4. Butter 6. Steak 8. Luncheon
11 22 33 44 55 66 77 88
Photos by Brian Leatart for Bon Appetit magazine. Copyright 1987 –Bon Appetit Publishing Corp. Reprinted with Permission
1. European 3. Fish 5. Butter 7. Fruit 2. American 4. Butter 6. Steak 8. Luncheon
11 22 33 44 55 66 77 88
Photos by Brian Leatart for Bon Appetit magazine. Copyright 1987 – Bon Appetit Publishing Corp. Reprinted with Permission
SpoonsSpoons
1.European 3.Teaspoon 5. Round 7 . Iced 9.Ice Cream 11. DemitasseTablespoon Soup Beverage
2. American 4. Oval 6. Sauce 8. 5 O ’ clock 10. Melon/ 12. MarrowTablespoon Soup Teaspoon Grapefruit
11 22 33 44 55 66 77 88 99 1010 1111 1212
Photos by Brian Leatart for Bon Appetit magazine. Copyright 1987 –Bon Appetit Publishing Corp. Reprinted with Permission
1.European 3.Teaspoon 5. Round 7 . Iced 9.Ice Cream 11. DemitasseTablespoon Soup Beverage
2. American 4. Oval 6. Sauce 8. 5 O ’ clock 10. Melon/ 12. MarrowTablespoon Soup Teaspoon Grapefruit
11 22 33 44 55 66 77 88 99 1010 1111 1212
Photos by Brian Leatart for Bon Appetit magazine. Copyright 1987 – Bon Appetit Publishing Corp. Reprinted with Permission
What’s Mine??!What’s Mine??!
B
W
M
Dining Experience Meal Sequence
1st Course – Soup2nd Course – Fish3rd Course – Sorbet4th Course – Meat5th Course – Salad6th Course – (GOH Toast)/Dessert7th Course - Coffee
Silverware Savvy
Styles of Eating American
Continental
Silent Service Code
Proper Holding of SilverwareProper Holding of Silverware
Rest PositionRest Position Finished PositionFinished Position
10:00
4:00
Continental Style Continental Style Silverware SavvySilverware Savvy
American Style American Style Silverware SavvySilverware Savvy
Rest PositionRest Position Finished PositionFinished Position
10:00
4:00
Business EntertainingBusiness Entertaining
Table/Chair Etiquette Reserving your seat
Enter on your left side, exit right
Excusing yourself
Purses
Cosmetics/Hygiene
Tips on Receiving LinesGuest with the official position goes first
Guests should not have anything in their hands
Do not present gifts in a receiving line
Do not take a camera, if it’s appropriate the host will have a photographer present
Introduce yourself to the first person in the line
It’s a meet and greet, not a conversation
Receiving Line Flow
Announcer HostSpouse of Host
Guest ofHonor
Spouse ofGuest ofHonor Extra Person
Announcer Host Guest ofHonor
Spouse ofGuest
of Honor
Spouseof Host
Extra Person
Reception Line Receiving Line
Table
Table
Departing Tips
You only get one shot at first impressions
“Act as if” principal
Punctuality - respect everyone’s time
Do your homework
Smiles light up even dark rooms
Questions?