protocol solutions the essentials for today’s executive presented by: diane brown former deputy...
TRANSCRIPT
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Protocol SolutionsThe Essentials for Today’s Executive
Presented by: Diane BrownFormer Deputy Director of ProtocolOffice of the Secretary of Defense
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Overview Business Etiquette
Protocol Solutions
Business Entertaining
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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.
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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
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Body Language
“In normal conversation, more than 65% of social meanings are transmitted through the non-verbal channel”
- Edward T Hall, Social Anthropologist
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“Everything Speaks”!
You cannot NOT communicate
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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
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Business Etiquette
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Business Etiquette Handshake Introductions Nametags Business card protocol Universal Etiquette
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The Handshake
Culture will dictate an initial greeting…in the United States the
handshake is our form of greeting
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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
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The Limp Fish
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The Bone Crusher
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The Politician
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The Ultimate Handshake Web-to-Web
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1.
2.
3.
The Correct Handshake
Web-to-Web
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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.
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Cultural differences do exist…
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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
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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
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“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.”)
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““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.”
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““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.”
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Understanding Titles The Honorable (US-PAS) His Excellency (Foreign) Royalty (ex Her Majesty) Senators, Representatives Ambassadors Service Secretaries Retired Former Officials
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Name Tags
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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
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Business Card Power Point Tips
Card represents you and your companyPresent with your right handPresent host-language side upDon’t write on the card
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Perspective: What do you see?
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Perspective: What do you see?
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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
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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
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Protocol Solutions
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Protocol Solutions Precedence
Flags
Vehicle/Aircraft Protocol
Common Practices
Gifts
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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
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Determining PrecedenceGenerally based on position, rank, appointment, or length of service
Situational considerations
Varies administration to administration
Based on custom and tradition
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Dang! Why do I always have to sit
next to him?
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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
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Army
Marines
Navy
Air Force
Coast Guard
Service Precedence
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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
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Personal Colors
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SES Civilian Flags
SES Army Flag
SES Air Force Flag
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US Government SES Pins
OPM SES Pin(BRONZE)
Navy(Gold)
Air Force (Silver)
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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
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PLACES OF HONOR IN VEHICLES
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Gift “Yellow Lights”Knives or Scissors
Flowers (Number, Type, Color)
Clocks
Handkerchief
Logos (History)
Wine
Personal Gifts
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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
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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
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Business Entertaining
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Business Entertaining Invitation
Formal Dining Savvy
Receiving Line Tips
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““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
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“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
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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
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Business Entertaining…Business Entertaining… there is no such thing as a there is no such thing as a
FREE meal!FREE meal!
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B
W
M
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American Style
Rest
Position
Finished Position
Continental Style
Continental StyleAmerican Style
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“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
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“I’d Like to Propose a Toast!”
Begin, be brief, be seated!
Exercise
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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
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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
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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
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“Is it time to eat yet?”