Protocol SolutionsThe Essentials for Today’s Executive

Presented by: Diane BrownFormer Deputy Director of ProtocolOffice of the Secretary of Defense

Overview Business Etiquette

Protocol Solutions

Business Entertaining

First Impressions

“It may take people as little as 100 milliseconds to form an impression of

another person -- to decide whether he/she is attractive, trustworthy, competent and

likeable.”

Survey by Princeton University researchers and published in Psychological Science, July 2006.

Protocol & Etiquette IntelligenceTechnical skills and knowledge account for 15% of the reason a person:

Gets a job Keeps a job Advances in a job

85% of job success is connected to people skills

Based on research conducted by Harvard University, Carnegie Foundation, and the Stanford Research Institute

Body Language

“In normal conversation, more than 65% of social meanings are transmitted through the non-verbal channel”

- Edward T Hall, Social Anthropologist

“Everything Speaks”!

You cannot NOT communicate

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

Business Etiquette

Business Etiquette Handshake Introductions Nametags Business card protocol Universal Etiquette

The Handshake

                          

       

Culture will dictate an initial greeting…in the United States the

handshake is our form of greeting

Handshakes

Do you know what your handshake says about you?

Types of handshakes: Flabby/limp fish Bone crusher handshake Politician handshake

A proper handshake conveys power, confidence and professionalism

The Limp Fish

The Bone Crusher

The Politician

The Ultimate Handshake Web-to-Web

1.

2.

3.

The Correct Handshake

Web-to-Web

HOW TO SUCCEED IN THE INTERNATIONAL ARENA Copyright © 1988 - 2004 by The Protocol School of Washington®

President Bush greets

President of Slovakia (and the

Prime Minister and their

wives) in Feb 2005 – did not

take of his gloves. The

Slovakians did not take this

well and were insulted.

Cultural differences do exist…

Basic Rules of IntroductionsIntroductions based on position, not gender

Highest authority RECEIVES other personSenior executive RECEIVES junior executiveClient RECEIVES anyone from an organizationOfficial person RECEIVES a nonofficial person

Stand when being introduced Head of State’s surname is never mentioned

Power Point Tip” Never give yourself an honorific

Introduction FormulaThe 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

“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.”

Understanding Titles The Honorable (US-PAS) His Excellency (Foreign) Royalty (ex Her Majesty) Senators, Representatives Ambassadors Service Secretaries Retired Former Officials

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

Business Card Power Point Tips

Card represents you and your companyPresent with your right handPresent host-language side upDon’t write on the card

Perspective: What do you see?

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

Protocol Solutions Precedence

Flags

Vehicle/Aircraft Protocol

Common Practices

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

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?

Precedence and DV Codes: Code 1: The POTUS

Code 2: VP; Ambassadors; Cabinet Members; Secretary of Defense; Service Chiefs

Code 3: US Senators; US Representatives; Mayors; 4-star Generals/Admirals

Code 4: State Senators; County Judges; 3-star generals

Code 5: County Sheriffs; 2-star Generals

Code 6: County Clerks; City Council; 1-star Generals

Government Officials

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

Personal Colors

SES Civilian Flags

SES Army Flag

SES Air Force Flag

US Government SES Pins

OPM SES Pin(BRONZE)

Navy(Gold)

Air Force (Silver)

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

PLACES OF HONOR IN VEHICLES

Gift “Yellow Lights”Knives or Scissors

Flowers (Number, Type, Color)

Clocks

Handkerchief

Logos (History)

Wine

Personal Gifts

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

Common Protocol Practices

Place of honor is to the right

Senior person: “Last in, First out”

Host speaks first, honoree speaks last

Senior person speaks last

Oaths

Honors

Business Entertaining

Business Entertaining Invitation

Formal Dining Savvy

Receiving Line Tips

““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

The Colonial Williamsburg FoundationPO Box 1766Williamsburg, VA 23187

Ms Kathleen Ryan245 South Van Dorn StreetAlexandria, VA 22304

The Colonial Williamsburg Foundation Board of Trustees

Requests the pleasure of your company

at cocktails and dinner

marking the month of June activities of “Under the Redcoat”

on Friday, the fourteenth of Juneat seven o’clock

Williamsburg InnColonial Williamsburg, Virginia

Please see enclosed insert Dress: Business Suit

R.s.v.p. 7 June

Business Entertaining…Business Entertaining… there is no such thing as a there is no such thing as a

FREE meal!FREE meal!

B

W

M

American Style

Rest

Position

Finished Position

Continental Style

Continental StyleAmerican Style

“In the company of your betters, be not longer in eating than they are; lay not your arm but only hand upon the table”

George Washington

“I’d Like to Propose a Toast!”

Begin, be brief, be seated!

Exercise

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

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

Departing Tips Hospitality makes a difference

People never forget how you make them feel

You only get one shot at first impressions

Punctuality - respect everyone’s time

Do your homework

Smiles light up even dark rooms

“Is it time to eat yet?”