09.00 hrs Arrival of the participants
09.15 hrs Welcome, by Jean Paul Wyers (founder and director of Protocolbureau)
09.30 hrs Introduction to protocol, by Jean Paul Wyers
- What is protocol? What is the difference between protocol and etiquette?
- Why do organisations need protocol: examples of lack of protocol on YouTube.
- What is the difference between classical and modern protocol: examples of the use of modern protocol.
10.00 hrs Strategic protocol, by Jean Paul Wyers
- Introduction to strategic protocol: What is strategic protocol? What is the goal of protocol? How can protocol contribute to the goal of an organisation?
11.00 hrs Break
11.15 hrs The universal method of protocol, by Jean Paul Wyers
- The basics of protocol: precedence of officials, application of protocol (welcoming, greeting, escorting, seating, saying farewell) the use of echelons.
- Other forms of protocol: flag protocol, gift giving, MOU’s, ceremonial protocol, decorations.
- Applying the universal method of protocol in several real-life business cases: formal dinner, high-level conference, bilateral meeting, award ceremony, public/private sector-meeting.
13.00 hrs Luncheon
14.00 hrs The universal method of protocol (continue)
15.00 hrs Other forms of protocol, by Bengt-Arne Hulleman (Head Protocol, Events and Visits Unit of the International Criminal Court)
- Gift giving.
- Ceremonial protocol.
- Protocol & speeches.
- Forms of address.
- Dignitary security.
16.00 hrs Personal presentation, by Diana Mather (former BBC newsreader, The English Manner)
- Breathing techniques.
- Speaking volume, use of voice.
- Non-verbal communication.
16.45 hrs Networking and politesse, by Diana Mather
- Introducing clients, colleagues and VIPs.
- Small talk to big talk.
- Cultural differences in introductions.
- Working the room.
- Presence and deportment.
- What to do when you forget their name.
17.30 hrs Speech coaching, by Diana Mather
19.00 hrs Presentation of the real-life business case: the etiquette dinner
- What are the tasks and responsibilities of the participants in preparation of and during the dinner?
- How to use the theory of this training in this business case?
The participants will be responsible for the organisation of and hospitality during the etiquette dinner. This business case is meant to apply the theory of the training.
19.30 hrs End (participants continue working on the business case, if needed)
09.30 hrs Using modern protocol to manage an entire event, by Jean Paul Wyers
- Protocol design: developing the programme.
- Composing a guest list: a list with common interests that also supports the objectives.
- The invitation route: aiming for the desired attendance.
- Briefing/training: to support the host(s)/hostess(ess).
- Orchestrating meetings: will people really meet?
- Measurability: what are the results? What will be the follow-up?
10.30 hrs Managing high-level events with ushers, by an usher of Protocolbureau
- How to manage seating arrangements.
- Welcoming guests and coordinating the greeting procedures.
The ushers are the protocol officers of Protocolbureau who provide assistance at official events, ceremonies, gala’s and international conferences. Ushers welcome, escort, register and seat the guests and dignitaries. This training is based upon the renowned training programme of the ushers.
12.00 hrs The implementation of protocol at high-level events, by Isabel Amaral (the most renowned Portuguese expert on corporate image and protocol)
- The key questions in events management.
- The importance of an itinerary, checklists and briefings.
- How to write formal invitations, common forms of address (exercise).
- RSVP and follow-up.
- How to write a protocol script for a high-level event (exercise).
13.00 hrs Luncheon
14.00 hrs The implementation of protocol at high-level events, by Isabel Amaral (continue)
15.00 hrs Formal dining, by William Hanson (U.K.’s leading etiquette expert)
- Introduction to etiquette: Why table manner matter?
- Toasts & speeches, polite table talk, interacting with staff.
- Dress codes for formal dinners (White Tie, Black Tie, lounge suits).
- Dining in clients’ houses (hostess gifts, obeying house rules, etc.).
16.00 hrs Participants prepare for the real-life business case
- Seating arrangement.
- Arrival and greeting of the guests.
18.30 hrs Arrival of the guests
18.45 hrs Start of the formal dining training by William Hanson
19.00 hrs Guests are seated, welcome by Jean Paul Wyers, director of Protocolbureau, first course
19.45 hrs Changement
20.15 hrs Guests are seated, main course
21.00 hrs Coffee
21.30 hrs End
During the etiquette dinner William Hanson will discuss:
- Styles of service (butler service, silver service, plated service & buffets).
- The place setting – navigating your way. Tools of the table (flatware, glassware, cutlery & linens). International variations on Western table settings (British, American, European). How to hold correctly cutlery & glassware?
- Common mistakes and slip-ups. Tricky foods (how to eat burgers, caviar & kebabs politely).
- Unfamiliar cuisine or an inedible meal. Customs & nuances around the world.
- Napkin etiquette.
- Alcohol awareness, excusing yourself, mobile phones, smoking.
- Taking your leave.
09.30 hrs Evaluation of the real-life business case, lead by Jean Paul Wyers
11.00 hrs Introduction to cross-cultural management, by Isabel Amaral
- What is culture: three misconceptions about culture.
- Cross-cultural communications in events.
- Main culture barriers in international events.
- Style of communication (exercise).
- How to anticipate the cultural collision and achieve intercultural competence (exercise).
13.00 hrs Luncheon
14.00 hrs Multilateral and international protocol, by Bengt-Arne Hulleman
- United Nations protocol.
- NATO protocol.
15.00 hrs Protocol at the European Union, an interview with François Brunagel (former Head of Protocol of the European Parliament)
16.30 hrs Closing: certificate ceremony
17.00 hrs End