Protocol and Etiquette Training

Protocol and Etiquette TrainingFor Officers of The Ministry of Foreign Affairs of the FDRE. November, 2009 : 

Protocol and Etiquette TrainingFor Officers of The Ministry of Foreign Affairs of the FDRE. November, 2009

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Understanding and explaining protocol and Etiquette The meaning and history of protocol and etiquette, The growing importance and their purposes,

Etiquette : 

Etiquette Nothing has impact on other people than the way we look, move, speak and present ourselves. Through the kind of cloth we wear, the vocabulary we choose, the gesture we demonstrate and the action we take, we send out signals about ourselves. The signals are picked up and interpreted, often unconsciously, sometimes inaccurately, by the people around us. Ultimately, these actions are responsible for the success or failure in our relationship as private individuals and as professionals.

Etiquette : 

Etiquette Conventional requirements of Social behavior. It is the collection of accepted social customs and practices that have developed in every society. Good manners are said to be the oil that greases the wheel of society. Good manners make it possible for people to live in densely populated places without friction. Good manners and a good conscience are very often twin-sisters, and are always more attractive for the companionship. Good manners will open doors that the best education cannot. Jestice Clarence Thomas. Etiquette is a vital element of protocol.

Etiquette Guides : 

Etiquette Guides Court etiquette---quotation from other sources Introduction Etiquette Business Etiquette Correspondence Etiquette Conversation Etiquette Handshake Etiquette Entertainment Etiquette Customer Service Etiquette< refer sample> Interview Etiquette Telephone Etiquette Business Card Etiquette Global Village Etiquette (International culture)

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The meaning and history of protocol The growing importance and the purpose of protocol The termination of the Second World War and Emergence of New States It brought with it radical change in political structure of states Code of conduct needed for growing interaction between the new states and their officials The growth and rapid means of communication encouraged head of governments and their ministers traveled to distant parts of the world to conduct negotiation The rules and processes of diplomatic protocol are based in pragmatic thinking, common sense, and good manners The Vienna Convention a practical evidence to Diplomatic and Consular Officers (Diplomatic Protocol)

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Different Appellation of Protocol Protocol agreement concluded, Protocol order of precedence, Protocol Services, Surgical protocol, Dress code (Ethiopian saying) ³_ ýa„¢M ÖwkHM, Conference protocol, Essentials of negotiation protocol (procedural and substantive issues).

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Order of Precedence (¾YM×” Å[Í pÅU }Ÿ}M Y`¯ƒ) Is a sequential hierarchy of nominal importance of items. Most often it is used in the context of people by many organizations and governments. One of Cardinal rules of protocol is observance of order of precedence at all functions. Order of precedence in Government Structure Order of precedence in Diplomatic Service Order of precedence in International Conferences Order of precedence in big International events involving Heads of State.

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Order of precedence in Government Structures National Order of precedence Samples: USA, Sri Lanka, Germany, Ethiopia State Level Province Level Region Level (Ethiopia) Order of Precedence in Diplomatic Service Ambassadors – On the basis of Presentation of Credentials Charge D’Affairs Ministers Minister Counselors Order of precedence in International Conferences Order of precedence of Heads of States in International Events Coronation Funeral Service Swearing in Ceremony

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Order of precedence of officials and MPS in parliament in Ethiopia The Speaker of the house of Peoples Representatives, The Deputy Speaker of The House of Representatives, Chief government Whip, The Head of the Secretariat of the House of Peoples Representatives, Chair persons of standing Committees, Deputy Chair persons of Standing Committees, Chair persons of Opposition parties in parliament –seniority on the basis their representation in the house, Other members of the House on the basis of seniority on length of duration in the house,

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Introduction of People The purpose of introduction To exchange names between people so that conversation can follow, to mix and mingle with people , to fulfill a goal , business promotion, Kinds of Introduction Self-introduction Three-party introduction High Official on a visit

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Essential elements in introduction When introducing, honor is recognized by the name spoken first. Courtesy gives honor to older in age, higher in rank, titled, professional status and female. pay attention to the Order of precedence juniors are presented to senior clients and customers have precedence over fellow associates women have precedence over men Tell each other a bit of information about the other choose appropriate introduction titles Reverend, Senators, Holiness e.g. Mr. President, may I have the honour to present – Mr. Kuma Demeksa, the mayor of Addis.

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Handshaking etiquette First impressions Count “It takes 15 seconds to make a first impression and the rest of your life to undue it.” A firm handshake helps make a good first impression, and strength, duration eye contact and the quality of your handshake can tell others a lot about you.

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Knowing when to shake hands Renewing acquaintance, Acknowledge someone who enters your office, home, Greeting clients, host or when meeting the first time, Concluding a transaction, Leaving a business of social event, Ladies usually extend their hands to shake if they know the guest very well. Otherwise they bow their heads slightly and say “How do you do?” Start with eye contact and smile Go for the thumb Firm not strong Up and down not back and forth Adjust duration Consider your left hand Close with eye contact and smile

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What to say when introduced “How do you do” Pleased to meet you Avoiding Unnecessary hand shake and introduction When the other person has his hands full and putting everything down to shake your hands. The person you want to greet is some one much higher ranked than you. Observing some cultures and traditions e.g. Iranians, Muslim Ladies

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Introductions … Cont’d One should be careful not to make a mistake to introduce two persons in public place unless he is certain beyond doubt that the introduction will be agreeable to both. Specially when one is a lady. Persons from countries confronting each other. _Universal experience shows greeting and leave-taking customs include hand shakes, salutary gestures or other specific expressions to follow. Introduction by letter A letter of introduction is handed to you unsealed

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Business Card Etiquette Never run out of business cards or BE WITHOUT a business card unless you are in the shower! They are a personal reflection of you. Make sure they are never wrinkled, scribbled upon, with lines crossed out, or splattered from baby formula or your last meal.

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Use sufficiently large print so that the information can be read easily. Your name should be the largest print on the card. If one person asks for a business card, the other should offer his/hers in return. Choose High quality paper and ink with thermograph or engraving so that the printing is raised. Never pass out business cards like you are “dealing cards”. Keep them in a business card case and present them so that the recipient can read them right side up. It is polite to comment on the card before putting it away rather than immediate stashing it in a pocket without looking at it.

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In Asian cultures, use two hands to give and receive card, and place your counterpart’s card on the tabletop during a business meeting. In cultures such as Japan, the exchange of business cards is a very formal and respectful process, taking a great deal of time. If traveling abroad, have your cards printed on one side in the language of the country you are visiting. Writing notes about the person who gave you a card is very helpful e.g. the date you met them, the occasion, and any follow-up. But do not do this in the presence of that individual, especially when you are with individuals from other countries.

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When networking, keep your business card case handy in an easily accessible pocket. It’s too difficult to rummage for cards at a stand-up reception while you are balancing a plate and beverage glass!

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Titles and Forms of Address If you are composing a letter, sending an invitation, creating a seating chart or introducing a VIP it is important to consider the various titles and forms of address for government and non-government officials. Some examples of proper usage are the following:- Letter Address (envelope) Letter Greeting (salutation) Closing Spoken Greeting Formal Introduction

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General Rules and Guidelines There is a difference between Social and Formal (official) Correspondence. Formal (official) Correspondence is any address made to a peer in his capacity as a member of the government or member of parliament. Social Correspondence includes invitation to social event and letters between friends such as a letter of introduction. Forms of address for Kings, Queens and Princess differ from other officials. e.g. King - His Majesty the King Prince of Wales – His Royal Highness the Prince of Wales.

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The Honorable is preferred title in addressing most high ranking officials. e.g. The Honorable (Full name) Minister of Labor or Speaker of the House The “Honorable” or “His Excellency” is never used by the Person who holds the office in issuing or answering invitations (except their secretaries replying on their behalf). Wrong e.g. The Honorable Bekele Tadesse Vice minister of industry Request the pleasure of ……………. Correct e.g. Mr. Bekele Tadesse Vice Minister of Industry requests the pleasure of ……………..

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In Official Correspondence the titles of top-ranking government officials (e.g. The President, Vice President, Chief Justice, Minister, Ambassador) are never used with individual names, instead the formal Salutations “Dear Mr. President” “Dear Mr. Ambassador” is used. High-ranking officials on equal level address each other as the following:- e.g. “Mr. President and my dear brother” “Mr. Ambassador and my dear brother or Colleague”

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Complimentary close to high-ranking officials may be closed with: “Respectfully yours” “Sincerely yours” In correspondence with other government officials, diplomats, private citizens. “Sincerely Yours” is proper.

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Invitation and Replies Formal Invitation should include:- The nature of the Occasion Day, date, hour, place and if necessary the mode of address. Correct forms of time indications:- “at six O’clock” From six to Eight O’clock At half past Six O’clock From six thirty until eight O’clock

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Address should be spelled out for clear indication:- Sheraton Addis, Lalibela Ballroom Tito House Wereda 14 Kebele…… Ghion Hotel, Sheba Ballrooms Telephone numbers printed below the invitation card as:- R.S.V.P. – indicate telephone reply for acceptance. Regrets only – indicated a reply for those who will not be attending the event.

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The purpose of the Functions are usually expressed as follows:- In honor of a distinguished visitor or High-ranking official – examples On the occasion of a national day “To meet” - for new arrivals “To bid farewell to” – for departing members

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Dispatching of invitations Two to three weeks in advance of the event Samples of invitation cards for display Postponing of Recalling Invitations reasons valid excuses – death in a family an official proclamation of mourning trip out of country

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Entertaining Whom do you entertain? Why do you entertain? What procedures do you follow? Compiling a guest list for different functions:- wedding party national day celebration welcome and farewell If it would be dinner or Lunch consult the invitees by telephone for the right date

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Dispatch invitation cards In case, where there has been informal acceptance of a preliminary invitation by telephone before the invitation cards have been sent, the R.S.V.P. at the bottom of the invitation should be crossed through and the letters “p.m.” substituted therefore (P.M.= pour memoir = to remind).

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Important Issues to be Considered Social red flags: cultural differences in issuing and responding to invitations, conversation topics such as marriage and children,religion,gifts, gender issues, dress Dress Standard and formal dress to be worn in Formal Luncheon and Dinner invitations. On invitation cards the Man’s dress is indicated and Ladies dress will be according to the instruction to men. e.g. Black Tie for men Men wear an evening suit of dinner Jacket which has a satin lapel and a satin stripe down the side of the trousers. White evening shirt with black bow tie.

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Ladies Lounge Suit Men wear navy blue or dark suit Ladies wear cocktail-type dress Men – Morning Coat Tail coat, Striped trousers, Waist Coat grey tie, grey gloves, top hat (Black) Dress varies according to countries and events. Women in particular must pay attention to conservative dress rules, such as skirt length, low necklines and having ones arm covered. “casual” in most countries never means jeans or shorts.

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Arrival and Departure Time It is impolite for host and hostess to arrive late and depart early before the function ends on Luncheon and Dinner party, especially when there is high-ranking Guest of Honor. Serving time of Formal meal – 30-40 minutes. Table Setting The beautiful table sets the tone for unforgettable evening; Eating utensils (knives, forks and spoons). Ref. the chart of Table setting. Eating utensils are arranged that guests may progress from outside in. Eating utensils are arranged on the basis of the menu (menus are printed ahead of time).

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Table Plan (Seating Protocol) At Formal Dinners and Luncheons preparing a chart or a table plan posted at the entrance is essential. Place Cards (name cards) are prepared. Once the order of precedence of invited guests has been determined the host is seated at the head of the table facing the serving door. (where no couples are present). Ref. Table plan of various types

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Eating and Order of Service In presence of a head of state and his spouse, The First Lady is served first followed by other Ladies in Protocol order. Enough Number of waiters must be arranged to facilitate the serving. At the beginning of the meal with each course, the hostess should take up the appropriate cutlery and begin to eat. There may be a prayer or formal statement by the host before starting.

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At the end of the meal the hostess indicates that the meal is finished, placing her napkin on the table and gives the sign to rise. Ladies go first. Nobody should leave the hall before the guest of Honour.

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Eating and Table Manners Arriving at the Dinner table What next? Find your place, stay standing till the host signals. Locate your napkin, your bread, your water glass, wine glass. Unfold your napkin and place it on your lap. Use utensils (cutlery) correctly, knives, forks, spoon, glasses (see demonstration setup). Discuss accepted procedures on usage of eating utensils (see chart). What is First? Which is Last? Discuss table manners when eating? - soup - steak - fish - cornflakes (breakfast) - Read Basic table manners from text and discuss.

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Conversation While Dining The duty of a good conversationalist is to put people at ease. Ask people about themselves, their hobbies, questions should not be over personal. A good way to make conversation is by asking good questions The six magic question words:- Who, what, when, where, how and why?

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Examples What is your climate like at home compared to here? What enjoyable opportunity you have encounter in this country? Weather and sports are always safe topics. Avoid Medical, dental, domestic topics Politics and religion should be handled carefully

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Expression of Appreciation Handwritten note to the hostess for her hospitality the next day. A small gift or flower Check local customs In a thank you letter, express thanks for the enjoyable food and the atmosphere of friendliness.

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End of Presentation