Introductory Clarification.
When we refer to the Business Protocol, it is prudent to remember that they are the same ways to follow within other institutions; what is expressed here is not relegated to the bond between companies and their members, but to all those who live together in a workplace.
Business Ceremonial (for negotiation)
1. The ceremonialist or person in charge of this metiè must know correctly who are the most senior people, who will have an important role or role to develop, who or who are the hosts and guests, to be able to arrange the place properly. Failure in some aspect of ceremonial and protocol can bring down the entire negotiation.
2. I would use a table with a French header for an internal work meeting when a senior manager wishes to maintain dialogue, especially with a manager in a certain area, with other managers present, other authorities of the institution. The manager will stand in front of the senior manager.
3. In the case of an external business meeting with a higher-ranking guest than the host, you would use a round table; which disguises hierarchies and being circular, they could be located - if they were from another company - giving the right to everyone in the house to the delegation or invited work group (consequently to the one with higher hierarchy than the host) and therefore the Invited entourage will give the host the right.
4. In case of having a work table with a host and three delegations, I would place them in a round table interspersing the delegations, to achieve a more fluid dialogue between the intervening parties.
Likewise, it is necessary to take into account how many guests per delegation will participate, languages, hierarchies, etc., to correctly design this type of tables. (Graphic at the end of the practical work).
The work tables should not have any type of ornamentation, since they must have all the necessary space to work.
"Infrastructure"
To carry out a ceremony, act or meeting, the following elements must be taken into account:
1. Time of year in which it takes place, 2. Number of people who will participate, 3. Access from airports and avenues, 4. Time it takes to get to the place, 5. Ventilation - Heating, 6. According to the event, if it is to be located in the heart of the city or in the vicinity of it (for example, in a hotel away from the city).
7. What activities can be carried out in the vicinity of the selected place.
8. With what resources and / or services are available in the place that is selected and that surround it.
With regard to access to the place, it must be easily located, with various access possibilities, either by streets, avenues, routes, highways.
That it is a known place, not necessarily by those who will participate, but, if it is necessary to consult someone, he can correctly indicate the place.
It may be necessary in some cases to make a map with the easiest way to get to the place.
Parking is generally the one that generates delay in the guests or those who must participate in an event. Therefore, the greatest comfort should be given to those who will access the place by car. To those of great importance or hierarchy, send a card indicating the place they will have available for parking and to the rest of the guests and participants indicate where they can leave their car; because it is impossible to give everyone the same attention.
The issue of security is of great importance when organizing an event, because according to the place that is chosen, the time of day, the type of guests will vary the amount of security personnel that is needed to protect, not only who may run some kind of risk, but for the general public.
Restrooms and Cloakrooms, the first must have easy access, quick identification (well signposted) and neatly attended. With regard to the second, it must be an agile and organized service both for the reception and for the return of the garments.
The setting and decoration of the place gives the climate, the setting for the ceremony or event, these two elements accompany those who participate in the meeting. It is the adequacy of the space where the protocol will be applied. Setting and decoration make up the ceremonial.
The elements that this point should include are:
1. Ornamentation
2. Flags, 3. National, Provincial, Regional Shields.
4. Logos, isotypes, isologos, 5. Flower arrangements, etc.
Lighting and sound are of the utmost importance in an event because failure in any of them will cause everything organized to be dull.
The lights and sound will be checked in advance before the start of the ceremony.
A speech that is not heard, a face that is not seen due to the bad position of a light, will generate, not only discontent in the public, but whoever is hurting.
The tools that must be available within a room to obtain the maximum effectiveness in communications are:
1. Microphones, 2. Audiovisual equipment, 3. Overhead projector, 4. Recorders, 5. Display, 6. Closed circuit television, 7. Closed circuit for sound recording, 8. Possess various electrical outlet places (120 - 240 volts), 9. It is relevant to have close access to telephones, fax, internet, facilities and equipment for simultaneous translations.
Tables and their adaptation
1. The ornamentation for any type of table should be simple and of little volume.
In the case of the rectangular table, the ornament must be elongated made up of quality flowers and greens; it is of high hierarchy to place a central flower arrangement. Candelabra with three or more arms can be placed at the ends of the table.
Regarding the round table that will be set up outdoors at noon, the tables with round ornaments with wild flowers will be used. In all cases the flowers should not have perfume so as not to interfere with the aromas of the wines and food dishes. (Examples at the end of the Work).
2. The language of the cutlery must be handled correctly because, in the first place, it is a sign of culture, civilization, and education; and also by knowing the language of the cutlery we can indicate when we finish the plate, when it is resting, or repeat the plate.
3. The use of the fleece when laying the table is to avoid impacts on it; Avoid the noise of the elements that make up the table.
It is generally used to protect quality tables or those that have glass.
"Organization of a negotiation table with the participation of a foreign delegation"
When receiving a foreign delegation, a series of previous guidelines must be taken into account;
1. Check in advance the number of people who will arrive in the country, 2. Make compatible with the person in charge of ceremonial of the foreign delegation the roles, precedence, etc., 3. Check arrival time at the airport or place of arrival of foreigners, 4. Indicate the necessary requirements for the stay in our territory, 5. Send trained protocol personnel in advance to the place of arrival, 6. Together with the local protocol manager, send the means of transport according to the hierarchies, 7. Have a device at the place of arrival to take charge of luggage and a quick processing of migration, 8. Request and check the «Vip» room in advance, 9. Design a quick circuit of arrival at the hotel or meeting place, 10. Take all the necessary precautions regarding security for the entourage and vehicles, 11. Hire translators if necessary.
12. Hiring of accommodation (the invited delegation will have everything contracted by the inviting company), check that the rooms are of a suitable level for the positions or ranks of those who will occupy them; check that they are correctly presented, 13. Carrying out social planning; since if they have time they will be able to take a brief tour of the city and the most important places.
Everything planned in the stage prior to the meeting will be put into practice with the arrival of the foreign delegation;
Stages to develop:
1. Waiting at the place of arrival with all working devices ready, 2. Reception of the entourage *
3. Presentation of who will take charge of your transfer, 4. Transfer itself, 5. Arrival at the hotel or meeting place.
* While all this happens, the designated group will be in charge of the perfect handling of the luggage and documentation.
Regarding the arrival of the delegation to the pre-established place for the meeting, the host will be waiting together with the local delegation for the foreign guests.
The host; if the range warrants it, it will move more towards the entrance, otherwise it will be arranged to move as little as possible.
The highest ranking guest of the foreign retinue and the host will greet each other (the head of ceremonial will make the introduction) and they will go to a private room.
The delegates will greet each other and go to the negotiating room.
The host and the highest ranking person from the invited entourage will enter the room and the negotiation will begin.
The work table will have a service of coffee, juice, and some salty and sweet foods in small portions, the table will be extremely clear to work.
There is the possibility of arranging a lunch or dinner where everything will be arranged so that the center of attention is sharing a meal. At the work table, attention must be focused on reaching an effective negotiation; where the objectives and goals of both parties are specified.
Organization details:
1. The company convention hall will be selected, the space will be set with adequate lighting, without complex ornamentation (without flowers or ornaments) a vintage wooden table will be used with chairs of the same style that will be the figure and center of decoration. The kitchen and the service personnel will be in a neighboring room, the waiters will remain nearby to assist the delegates.
The proper functioning of the air and heating system will be checked, because the work climate must be pleasant, it predisposes people in a positive or negative way for work and for decision-making.
2. The space will be adapted with an elongated table and the locations will be French so that the dialogue between the delegates is fluid.
The precedents are the center and then each entourage will be located in lateral order (from right to left). Each one will take a band; The entourages will not be mixed, they will only face each other and it will be tried that the positions of each side coincide or that each area is facing each other.
3. There will be auxiliary tables with work material; papers, pens, computers, etc.
4. The interpreters will be located behind the two people who have to do the translation.
5. The secretaries will not be located at the negotiating table; A round table will be set up with all the necessary material to work and assist their bosses.
6. When the host and the highest ranking person from the other entourage enter the room and sit at the table, the meeting will begin and end when they consider the parties (the same ones that started) that have reached their objective or have reached the guidelines for a future consolidation of your goals.
7. With regard to the delivery of gifts, the guest may give his partner a gift in private or may deliver a gift to the delegates (the latter being of institutional value). Which form will be presented will be up to the host's decision.
It will be taken into account and it must be checked that the invited delegation has programmed for this moment, since reciprocity must be equated.
Starting device:
1. Confirm the departure time, 2. Have the cars available for the transfer, 3. Have the «Vip» room, 4. Carry out the emigration procedures for people of higher rank, 5. Send a hierarchy representative to fire the delegation, 6. Check the luggage.
7. Wait for the guests to board, 8. Return to the company headquarters and end of work.
Clothing - Etiquette
With regard to clothing, keep in mind that the man, with a dark suit, will always be properly dressed at any time of the day. It must also adapt to what is indicated in the invitations or temperatures of the countries, customs, etc.
In the case of women, they should always wear simple makeup, inconspicuous or suggestive clothing. Adapt to the times of day and meetings to which they are invited. Never become the center of attention or conversation: she must be remembered for her austerity and capabilities.
Protocol in the Company
Behavior in the workplace
Politeness
Courtesy is essential in the workplace; There are certain differences between social behavior and that to be used in the workplace, which does not mean that the treatment of subordinates is less courteous, but that it is different. Courtesy is placed in the tone of voice, in the attitudes towards those around us, more than in the classical formulas; It is not necessary to ask permission to enter or leave a place or meeting.
Given the number of women who work, the social treatment given to them has changed, so that they are treated with practically the same courtesy with which a man treats his male colleagues.
Within companies we find a basic difference with social media: a great respect for hierarchies. Relations between superiors and subordinates, between executives and clients or suppliers. The ranks will be clearly differentiated, being essential that each person knows their position and makes it respected.
The degree of formality in behavior and dress depends on the activity that the company is engaged in, or in which people move. The eventual contact with the public and customers will also influence the general attitude of an official, and above all the internal policy of the company will influence it. Generally, it is the directors of these who set the style of clothing and, as a given company is a different world, the ideal is that when we join a new job we carefully observe the general attitude, and adapt to it.
It will also be very important that, in addition to following traditional social conventions, we are natural and controlled, that we know how to improvise to solve unforeseen situations; in a word, that we have a good dose of common sense.
Another important point in working life will be good humor, knowing how to smile and using a pleasant tone of voice. It will be much easier to achieve a better performance from our employees if we treat them gently, if we take each personality into account and act accordingly.
It is the correct way for the members of the institutions to address themselves, both among their peers and in front of third parties. The precedence will be headed by the founders of the institution and will be governed according to the organization chart of each entity in particular.
Between people who have the same hierarchy, friction is frequent, so individuals with strong personalities should be more controlled and careful, since even without intention, they could overwhelm their peers.
When you want to have a meeting, the right thing to do is for the one who has the initiative to go, or call, to the desk of their equal. We should not call our office unless someone is visiting us whose input is of interest to the common theme. If this meeting is formal, a man should stand up when his colleague enters, greet him, and introduce the visitors, indicating a seat before sitting down again.
In this way, the visitor will notice that whoever has just entered has, at least, the same hierarchy as who chairs the meeting.
When we arrive at a person's desk, without having previously requested an audience, if we find her busy on the phone or with some type of documentation, we will have to wait for her to finish what she is doing before starting with the topic that led us to visit her. As a counterpart, it is not correct to receive a person and make them wait in front of us while we talk on the phone, we will shorten the conversation and ask that calls not be passed to us in order to focus on our visitor.
In general, subordinates must accept and follow what their superiors indicate and decide. If there is any discrepancy or any idea that can improve the execution of the task, the opinion will be expressed with courtesy and in private. The same treatment will be given in the event that a dependent is overloaded with tasks.
In the presence of subordinates, they should always be treated with correctness, kindness and respect, being aware of their departure times, avoiding organizing meetings or meetings around those hours.
The decision to move from the treatment of using a person's last name to using their first name will depend on who is higher in rank. In the first business contact with another person it will be incorrect to use the first name. The correct thing is to give the same treatment reciprocally, the exceptions are given by:
a) when there is a great age difference;
b) when the clerk asks to be called by his first name and
c) when the relationship between boss and subordinate is informal; However, in front of third parties, the classic formal treatment will be returned, which makes the corporate image.
Label
It will be very important that when having the defining interview in a company we carefully observe the degree of formality in the dress, analyzing above all those who have the same status as the position we will occupy.
When in doubt, men will wear both (dark suit), preferably dark, or jacket and tie, in sober colors. In the first case I mean formal situations and in the second informal or less formal.
Executive women or businesswomen will be very attentive that their clothes are of the best possible quality, discreet, low-cut and not at all provocative; not forgetting to take care of the hairstyle and the hands so that they are in perfect order.
To remember:
In situations in which people of different origins are gathered, in which distinctions in cultural habits may be reflected, one must be very respectful. The groups present should make an effort to understand each other's educational standards and try not to violate them.
If among the activities you face as an entrepreneur is traveling to countries with different habits than ours, it is your obligation to properly document the rules and manners of the place and culture to which you are going.
If you no longer have time to read about protocol or your superior must travel, just remind him of the famous saying:
… "wherever you go, do what you see"…
And always in these situations do not give in to the temptation to attract attention.
Public Relations
Public Relations must be at the service of modernity, and without looking like a play on words, we can express that:
When analyzing the formula, we can find a series of relevant meanings, for example:
Treatment, communication, connection, bonding, between people and groups of people, gathered or dispersed, etc.
In other words, it is a matter of working with all the publics linked in another way to an organization and, also, having the operational capacity capable of interacting with other sectors in activities aimed at said publics. Its political function and the consequent institutional action are not always mentioned among the primary responsibilities of Public Relations, two exclusive components that deserve to be expressly highlighted given their importance.
The professional practice of Public Relations «requires a planned action, supported by research, systematic communication and programmed participation, to raise the level of understanding and solidarity and collaboration between an entity, public or private, and the social groups linked to it, in a process of integration of legitimate interests, to promote their reciprocal development and that of the community to which they belong. "
Undoubtedly, Public Relations must always be at the service of specific purposes, especially attending to the diversity of business or socio-economic and political activities. This profile represents the axis of any development, and is attached to the progress and well-being of the people and their institutions.
Develops, controls and maintains the Identity (personality of the company) and consequently, the Image (representation) as the first and most impressive form of communication with internal and external audiences. Your best ally is Institutional Diffusion, who forgets this concept and action leads to oblivion to your Institution or company. It's a motto and a law
"Get it right and let it be known"
Finally, add that protocol and public relations make up a whole, who knows both ways knows where he is going.
Integration (Ut unum sit) generates a pleasant and accurate workspace for professionals and security of success for those who recognize in this work the tools for a perfect coexistence and respect for others.
Remembering is our mission, our goal,
I leave you a summary for those times when the mind is clouded.
Oral and written communication
Telephone and E-mail Protocol
The email
Set up email with personal data and email address (at least one alias or initials), Sign the messages Only with the necessary information, The signature should not exceed four lines:
1. Name and Surname
2. Position
3. E-mail and telephone.
Avoid phrases, backgrounds, frames, heavy files, drawings (everything that is unnecessary)
Always run a test before sending an important email.
The phone
"Five Golden Rules of Telephone Language"
- Smile, (company and staff name), Articulate clearly Speak slowly Write down Ask questions: rephrase and mention the interlocutor by name.
Some advices
- Do not make business calls unless you have a good reason (it may be an intrusion or interruption), get to the point and be brief Avoid calling home what can be resolved during work hours, Do not remain silent while they speak to you No chew, chew, take pencils, pens, etc. If your phone is disconnected and they send you a message, it is your obligation to answer the call. When there is someone in your office, do not receive calls unless they are urgent, Avoid ending the call by saying «Have a Good day"; use »It was very nice to hear from you» «Thanks for the information», If a colleague is speaking when you enter the office, leave, unless I tell you to stay.
Courtesy in business
- Elevator: The one with the highest rank enters and exits. Doors: The first one opens and keeps the door open. Revolving doors: The first one passes and waits for those who are leaving. "Provide access for people with disabilities or elderly women"
Visits to our Company
- Visits of lesser hierarchy (informal) Educational Heterogeneous groups of audiences Visits of suppliers and resellers.
Planification and organization
1. Prepare Technical Sheet: Day and time, Confirmation (fax or mail), Number of people and Previous knowledge (educational).
2. Practical Exhibition: of the Why and For what of the company. Social impact, your social responsibility.
3. Tour of the facilities.
4. Break or snack.
5. Farewell: Deliver graphic material and gift, (depending on the activity of the company).
Visits of higher hierarchy (formal) from Company to Company.
1. Coordinate protocol actions and activities: Day, place, time, hierarchies, type of meeting, etc.
2. Reception - Welcome
3. Greetings (guest-entourage)
4. Development of activities (route, topics of exchange, negotiation, signing of agreements or conventions, etc.)
Work meetings
Schedule
| 7.00 to 8.00 | Working breakfast (internal) |
| 8.00 to 9.00 (until 10.00) | External work breakfast (with people from another company)
Coffee, tea, mineral water (still), dry dough, cookies, etc. |
| 11.00 to 16.00 | Brunch |
| 13.00 | lunch |
| 21.00 | Food |
| Any time | Wine of honor |
| Meetings, sessions, seminars, round table, etc. | Cofee break |
"Courtesy, greetings and business presentations"
- Presentation of people Introduce a person outside the group Attitude at the time of presentation Hug, semi hug, kiss Hand giving, Visiting the office of another Executive.
Bibliography
Jorge Blanco Villalta- Ceremonial «A philosophy for the third millennium» - Ed. Valleta ediciones, 1999.
Baldrige, Letitia - Complete Guide to Executive Manners - Rawson Associates, 1985.
Baldrige, Letitia - The New Manners for the 90s - Rawson Associates, 1990.
Debrett - New Treaty of Etiquette and social rules - EDAF, Madrid; 1984.
Lopez Nieto, Francisco - Protocol Manual - Ariel, 1995.
Lozano, Fernando - Practical Manual of Public Relations - Edited by: International Journal of Communication and Public Relations.
Tables and diagrams prepared by Prof. Lic. Luciano Esteban Perrotti.
