OFFICIAL ETIQUETTE, PROTOCOL AND DIPLOMACY

SPECIFIC OBJECTIVES

By the end of the sub-module unit, the trainee should be able to:

a) Explain the meaning of etiquette, protocol and diplomacy.

b) Explain the importance of official etiquette

c) Explain the accepted protocol and diplomacy

Etiquette
Definition
Etiquette is defined as the code of ethical behavior regarding professional practice or action
among the members of a profession in their dealings with each other. It includes conventional
requirements as to social behavior and conduct as established in any class or community or for
any occasion.
Communication Etiquette therefore involves courteous and well-thought out interaction
between individuals or groups that includes informed speech, attentive and active listening and a
sincere grasp or understanding of what is being communicated.
In the business world, good manners are essential for getting ahead. Proper etiquette can help
people land jobs, get promotions and establish excellent relationships with others. The most
successful businessmen and women know how to turn on the charm and exhibit their best
business etiquette to get the job done professionally and effectively (Houston Chronicle (2015).
Need/ importance for Etiquette
 Etiquette makes you a cultured individual
 Etiquette teaches you the way to talk, walk and most importantly behave in the society.
 Etiquette is essential for a lasting first impression. The way you interact with your
superiors, parents, fellow workers, friends speak a lot about your personality and up- bringing.
 Etiquette enables the individuals to earn respect and appreciation in the society. No one
would feel like talking to a person who does not know how to speak or behave in the society.
Etiquette inculcates a feeling of trust and loyalty in the individuals. One becomes more
responsible and mature. Etiquette helps individuals to value relationships.
Communication etiquette
1. Acknowledge communications: When someone communicates with you, respond in a
way that indicates you got the message and will act appropriately. In some cases, the response
will simple be a thank you.
2. Provide follow up on previous communications: When you have had a communications,
there is an expectation of something being done. You take the action as communicated. The
remaining thing to be done is to communicate what has been done.
3. Be respectful in all communications: There is never a time when you should be
disrespectful of those you communicate with – even if you are responding to communications
that were disrespectful to you.
4. Communicate new information to those who need the information: Whenever you obtain
information that is generally not known by others, provide people with this information. The key
is to think of who needs to know the information and what parts of the information would be
useful to these people.
5. Communicate through the appropriate media: Tough sensitive issues should be
communicated in person. Information that is primarily factual can be communicated
electronically. Communications that require discussion does not work well electronically.
6. Communicate through channels: You should rarely communicate directly to those above
your functional leader or client unless approved by the person above you. The only time when
skipping of your boss might be appropriate is when there is an ethical or similar issue where your
boss is uninvolved.
7. Use the correct titles: You need to learn how to address different people. Some will have
titles. Some will prefer to be addressed formally (Mr., Ms).
8. Telephone Etiquette- It is essential to learn how one should interact with the other person
over the phone. Telephone etiquette refers to the way an individual should speak on the phone.
Never put the other person on long holds. Make sure you greet the other person. Take care of
your pitch and tone.
9. Politeness. Remember to always say please and thank you when you interact with others,
in person or over written correspondence. Being polite makes you pleasant to work with and
shows respect.
Protocol
Protocol is a system of rules that explain the correct conduct and procedures to be followed in
formal situations. Most of the communication encounters in business are formal.
Communication protocol therefore means standard procedures that are adhered to in
communication activities in an organization.
A company needs an overall communication protocol to establish a minimum standard of
dialogue and interaction which is directly proportional to the scenario at hand. To put it more
simply, the more important the issue, the higher the level of effective communication required.
With an effective communication protocol in place, what your clients will see is excellence in
service and they will be aware of the stage in which some process or activity they are interested
in has reached.
A complete communication protocol consists of the following:
a) It shows who is included in the communications.
b) It indicates what will be communicated. It shows how far or deep the communication will go.
c) It gives guidelines on when to communicate.
d) It tracks of the communication in order to ensure that it is maintained and effective.
e) It explains why a certain level or depth of communication required for a given issue.
f) It shows the channel to use e.g. phone, e-mail, posting on website, face to face presentation e.t.c.
Diplomacy
Definition:
a) It is the art of dealing with people in a sensitive and effective way. It involves the skill in
handling affairs without arousing hostility.
We all need to know what to say and how to say it in any situation. We need to know how to
communicate with diplomacy, tact and confidence.
The way in which we communicate can elicit positive or negative emotions. If we communicate
aggressively, without respect or sensitivity, or angry emotions we will prevent effective
communication from taking place. Communicating with diplomacy and tact is an approach that
combines strength and sensitivity and keeps negative emotions at bay.
Why be diplomatic?
In modern day and age, one has to practice diplomacy as it is essential to get one’s way in a
world that is highly competitive. What you say matters a lot. One has to be careful while
conveying issues as they would have an impact on one’s surroundings. Building up of personal
relationships depends upon your choice of words and how you convey them to the concerned
person.
It is essential to be diplomatic as what we convey does influence others actions. Much has to be
accomplished in our daily lives, and we need to interact with others in order to achieve it. We
may have to convince others and also get our way.
In the arena of international politics, much is conveyed diplomatically. Countries have to foster
relations between each other and naturally they have to be very careful in their public dealings.
Diplomacy plays an important role in striking deals. Senior leaders of various countries do not
convey much in their talks. They have to be careful in what they say. They do not reveal or
convey everything. They play with words. In fact, they do a lot of “sweet talk”.
How to be diplomatic in communication.
1. Think before you communicate. Even if you are angry or felling offended, think before
you say or do anything. Try to keep calm and evaluate the situation objectively and assess
the factual information before you without including emotions.
2. Use decisive language. Speak clearly in simple language so that the person or people you
are addressing won’t misunderstand your points.
3. Be non-confrontational. Avoid language that could be heard as confrontational or overly
aggressive.
4. Avoid highly emotional situations. If you are involved in a discussion that’s already
emotionally charged or argumentative, suggest to the parties involved to take a break and
return to it after calm has returned.
5. Choose a diplomatic posture. Use neutral body language to put your points across.
Maintain eye contact. Avoid waving your hand when you talk as this can be viewed as
aggressive or distracting. Do not engage in smiling all the time as it indicates lack of
serious intent. People will not take you seriously.
6. Stand your ground. Be firm in your responses and opinion but allow some degree of
flexibility.
Advantages of being diplomatic
 One strikes deals.
 One is able to win over people.
 Keeps enemies at bay.
 Settle disputes amicably.
 Also it makes you more closer to people as you are less likely to offend them
Telephone etiquette
1. When talking hold the mouthpiece an inch away from your lips and the earpiece
close to the ears.
2. Speak politely, confidently and in a positive and friendly tone.
3. Always be prepared to receive a call. To give and to receive information. Have a
paper, pen or pencil, telephone directory and an appointment book near or at
hand.
4. When you pick the receiver, you should first introduce your company, the
department or even you if desirable. Say a pleasant ‘good morning’ or ‘good
 afternoon’. It adds a cordial note to the response. Listen carefully without
interrupting the caller.
5. If part of the message is not clear, politely ask the caller to repeat it.
6. Avoid mumbling words together or talking through the nose or teeth.
7. Avoid clichés like ‘yes’, ‘ah’, ‘I see’, etc.
8. Do not shout into the telephone. Do not speak too low. Try to be as natural as
possible. Try to speak as if the person you are speaking to is sitting next to you.
9. In long distance calls, it is good to be loud but shouting should be avoided at all
costs.
10. In telephonic communication. Time is the most vital factor and so do not waste
time in idle personal talk. But at the same time do not sound abrupt also.