Best Practices for
Protocol Officers

Course Introduction

A high-performing protocol officer must be a good facilitator, negotiator, researcher, conversationalist, networker, and event organiser. They can communicate clearly, analyse and report on situations, remain calm under pressure, treat people with respect and dignity and multi-task, when representing their organisation in cross cultural settings.

This Oxford Management Centre’s Best Practices for Protocol Officers training course is designed to enable you to boost your personal and interpersonal skills when you represent your organisation nationally and internationally.

This Oxford Management Centre’s training course highlights:

• How leaders expect protocol officers to support their organisation nationally and internationally
• The five key roles of protocol officers and the capabilities needed in each role
• Verbal and non-verbal communication skills for effective diplomacy
• Step-by-step approach for planning, delivering, and evaluating both formal and social diplomatic events
• International behavioural expectations for conduct and etiquette

Objectives

By the end of this Best Practices for Protocol Officers training course participants will be able to demonstrate the following skills, knowledge, and behaviours:

• Conducting quantitative and qualitative research, analysing results, drawing conclusions, and making recommendations
• Building relationships with and between others based on trust and respect
• Asking good questions and listening to answers, checking understanding and reframing
• Drafting diplomatic documents including letters of introduction, event invitations, briefings, and emails
• Reading and understanding complex and technical diplomatic documents, summarising, and explaining key points
• Structuring presentations so key points are understood and remembered
• Creating and delivering events that support a positive reputation for their organisation

Training Methodology

The training course combines presentations that share both theory and industry best practices with practical sessions in accordance with adult learning and blended learner-centred principles.

Participants will have opportunities to put into practice the skills they develop and enhance during the course. We make the most of small and whole group exercises, videos, case studies, peer exchange, brainstorming, role plays, simulations, and discussions.

We will spend time working one-on-one and in small groups to resolve the challenges participants face. They will leave with new ideas and skills they can implement immediately they step back into their teams.

Participants are encouraged to reflect on and discuss their own professional issues and experiences. Overall, 50% of training will be experiential and 50% will be theoretical.

Participants will receive a workshop manual with an introduction to the training course slides, overview, background information, exercises, and plenty of space for their own notes.

Organisational Impact

Participants will return to their organisations able to fulfil the responsibilities of a protocol office including:

• Research to detect potential issues and conflicts, plus advice on how to respond
• Building strong relationships with external stakeholders, both individuals and organisations
• Delivering formal and informal events for diplomats and country leaders that strengthen relationships with other countries and organisations
• Supporting public relations and reputation management activities
• Administering protocol processes and procedures so these are efficient and effective

Personal Impact

Participants will hear and discuss latest protocol and diplomacy strategies and hone their skills in:

• Conducting research, analysing data, drawing conclusions, making recommendations, and presenting to their executives and leaders
• Event management including planning, implementation, and post-event evaluation
• Verbal and non-verbal communication via face2face, phone, email, and social media
• Administrative functions including arranging travel, visas, and accommodation

Who Should Attend?

Individuals whose capabilities and performance will improve when they attend this training course include:

• Protocol officers, PR officers and event organisers in the oil & gas industry, telecommunications, finance and healthcare
• Protocol officers, PR officers and communication officers in government departments, government agencies and major public bodies
• Personal assistants and executive assistants in the oil & gas industry, telecommunications, finance and healthcare
• Protocol officers, PR officers and event organisers in embassies, consulates and high commissions

Course Outline

DAY 1

Understanding the Purpose of Protocol & Diplomacy

• Creating conditions for beneficial relations and business to develop
• Showing respect, building trust, facilitating decision making at executive levels
• Developing successful long-term co-operation between nations and global businesses
• Creating a safe environment for relationships to flourish
• Ensuring representatives follow the international rules for conduct and procedures in formal situations.

DAY 2

The Role of a Protocol Officer

• Conducting research and advising executives and leaders
• Facilitating relationships between organisations and governments
• Managing events and issues
• Public relations and reputation management
• Administering travel, visas, and accommodation

DAY 3

Essential Communication Skills

• Active listening – accurate note taking and minutes, questioning skills and feedback
• Reading – understanding and analysing complex or technical literature
• Writing – letters of introduction, briefings, invitations, responding to letters and emails
• Speaking – conversations and presentations
• Facilitation – problem solving, creating collaboration and consensus
• Social media – posting, commenting, and sharing information online

DAY 4

Planning & Managing Events

• Planning and managing a visit, conference, or social event
• Liaising with the other side to agree itineraries, agendas, and travel arrangements
• Greeting guests and receiving lines, titles, and terms of address
• Order of precedence, flags, anthems, etc
• Dining and seating
• Giving and receiving gifts

DAY 5

Essential Etiquette

• Codes of conduct
• Phone handling etiquette
• Email etiquette (netiquette)
• The art of conversation: verbal diplomacy
• Action planning