Protocol Solutions The Essentials for a Polished Professional.

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

E-mail

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?