City of Vancouver 2010 Olympics Protocol Manual by This Magazine

What is Protocol? Protocol is the art and science of diplomacy. It is a set of tools used for effective communications. It is about diplomacy and decorum and is intended to help maintain courtesy and politeness in international affairs; between governments, international organizations and their officials. Why is following proper protocol important? Practically speaking, protocol is about the rules of introductions, common courtesies, national symbols and international relations. All countries abide by them. It could be very easy to create an international incident by doing or saying the wrong thing to a visiting dignitary. However, by following the rules of protocol, you will have the opportunity to present the best possible impression of Vancouver to the world. What can you achieve with this manual?

The word “protocol” comes from two Greek words meaning “ﬁrst” and “glue” and originally referred to the ﬁrst page glued to a legal document to summarize its contents. Today, “protocol” usually refers to an international code of politeness and diplomacy between nations.

A B O U T T H I S M A N U A L P ROTOCO L M A N UA L

ABOUT THIS MANUAL

This manual is designed to help you with your role as a Protocol Host. It serves as a reminder of the key points of protocol training. Use it as a quick refresher before an event, or as a step-bystep guide aligning your learned protocol-related procedures and processes. If you haven’t had training, this manual will allow you to catch up rapidly. If you wish, take this manual with you to events. If that’s impractical, the City of Vancouver is providing a pocket guide with highlighted information. How is this manual organized? This manual is designed so that the information follows the course agenda. A detailed Table of Contents is provided, to help you find information quickly, and the Appendices outlines helpful additional information.

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1.0

Introduction to Protocol ........................................................... 7 1.1

2.0

3.0

4.0

5.0

Excerpt from “The Protocol Officer” ...........................10

Rule of Right and Rule of Precedence ..................................... 17 2.1

Rule of Right ................................................................. 18

2.2

Rule of Precedence ....................................................... 18

2.3

Speaking Order.............................................................20

2.4

Master of Ceremonies ..................................................20

2.5

Preparing the Guest List ..............................................20

2.6

Platform Seating ...........................................................21

2.7

Meal Function Seating ..................................................22

Rule of Flags .............................................................................23 3.1

Dignity of the Flag ........................................................24

3.2

Key Flags ......................................................................25

3.3

Displaying the Canadian Flag .......................................27

3.4

Position of Honour and Precedence ............................27

3.5

Proper Flag Display.......................................................29

3.6

Half-Masting Flags ........................................................31

TA B L E O F CO N T E N T S P ROTO CO L M A N UA L

TABLE OF CONTENTS

Social Etiquette ........................................................................33 4.1

A Protocol Host’s Etiquette .........................................34

4.2

The Importance of Body Language .............................34

4.3

Shaking Hands ..............................................................36

4.4

Introductions ................................................................37

4.5

Gifts to You ...................................................................41

Business Etiquette ....................................................................43 5.1

When Meeting a Dignitary ...........................................44

5.2

Meeting Dignitaries at the Airport ..............................45

5.3

If the Dignitary is Travelling by Limo or Van ...............46

5.4

If the Dignitary is Travelling by Motorcade .................46

5.5

Introducing a Dignitary ................................................47

5.6

Accompanying and Working with Dignitaries .............48

5.7

Making Conversation with Dignitaries.........................49

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TA B L E O F CO N T E N T S P ROTOCO L M A N UA L

TABLE OF CONTENTS (CONT’D)

5.8

How to “Recover” .........................................................50

5.9

Business Card Etiquette ...............................................51

5.10 Working with Mobile Phones and PDAs ......................52

6.0

7.0

8.0

9.0

5.11

Working with Interpreters ............................................53

5.12

Bilateral Meetings .........................................................54

5.13

Room Set-up for a Bilateral Meeting ...........................54

5.14

Courtesy Calls...............................................................55

5.15

Tips for Conduct at all Meetings .................................56

Handling Visits ..........................................................................57 6.1

Following Itineraries .....................................................58

6.2

The ‘360’ Protocol Technique .....................................60

Interacting with Dignitaries .....................................................63 7.1

Responding to Questions/Requests............................64

7.2

Knowing your Rights ....................................................65

7.3

Using Proper Hand Signals ...........................................66

7.4

Giving Directions ..........................................................67

Situational Protocol .................................................................69 8.1

Problem Solving: The Scale ..........................................70

8.2

Problem Solving: Checklists .........................................71

Self Care ...................................................................................73 9.1

Appropriate Attire ........................................................ 74

9.2

On the Job.....................................................................75

9.3

Personal Preparations ..................................................76

9.4

Learn from Mistakes .....................................................76

10.0 VANOC Olympic Games Protocol ..........................................77 10.0 Introduction .................................................................78 10.1 Scope of the Games .....................................................78 10.2 Vancouver 2010 Partners ............................................79 10.3 Olympic Winter Games ................................................84 10.4 Paralympic Winter Games ............................................85 10.5 Venues ...........................................................................86

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10.6 Competition Venues .....................................................87 10.7 Non-Competition Venues ............................................87 10.8 Transportation and Getting Around ...........................89 10.9 Transportation Accreditation ......................................90 10.10 Vancouver 2010 Website .............................................91 10.11 Olympic Games Protocol Prevails ................................92 10.12 Accreditation ................................................................93 10.13 Dignitary Security.........................................................94 10.14 Accreditation and Dignitaries ......................................96 10.15 Visitor Intake .................................................................99 10.16 Anticipated Dignitary Numbers ...................................99 11.0 Protocol Operations Centre .................................................101 11.0

Protocol Operations Centre ......................................102

11.1

Purpose of the POC ...................................................102

11.2 Protocol Coordination Committee ............................103

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TABLE OF CONTENTS (CONTâ&#x20AC;&#x2122;D)

11.3 Location ......................................................................103 11.4

Staffing and Activities ................................................ 104

12.0 Four Host First Nations Protocol ......................................... 105

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A P P E N D I C E S P ROTOCO L M A N UA L

APPENDICES

Appendix 1

Canadian Order of Precedence ................................. A2

Appendix 2

British Columbia Order of Precedence ..................... A3

Appendix 3

Mayor and Councillors, City of Vancouver ............... A5

Appendix 4

Mayor and Councillors, Resort Municipality of Whistler.... A6

Appendix 5

Mayor and Councillors, City of Richmond ............... A7

Appendix 6

Sample Event Protocol Check List ............................. A8

Appendix 7

Sample Schedule of Activities ................................ A11

Appendix 8

Sample Event Plan .................................................... A12

Appendix 9

Sample Event Agenda............................................... A17

Appendix 10 Sample Intake Sheet ............................................... A18 Appendix 11 Sample Itinerary ...................................................... A19 Appendix 12 POC Responsibilities for Dignitaries ...................... A20 Appendix 13 Protocol Operations Centre: Main Floor ................ A21 Appendix 14 Protocol Operations Centre: Gymnasium............... A22 Appendix 15 Checklist: Five Steps to Protocol Problem Solving ..... A23 Appendix 16 Protocol Officer “Must Do’s” ................................... A24 Appendix 17 Flags of Participating Countries .............................. A28 Appendix 18 Learning More About Protocol ................................ A35

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1.0 Introduction P ROTOCO L M A N UA L

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This manual was created out of a joint effort between the City of Vancouver and the Protocol Coordination Committee for the Vancouver 2010 Olympic and Paralympic Winter Games. It has been created to help you follow proper protocol and etiquette when dealing with dignitaries at the Games and future City events. This manual provides information on general protocol guidelines, rules and processes. It is intended to be used as quick reference material with protocol foundations for current and new protocol staff. You and the protocol team are responsible for ensuring that all dignitaries receive the appropriate support while at the 2010 Winter Games. It is also your role to provide leadership to organizers of events to ensure that protocol guidelines are followed. Each section of this document contains information that is designed to be flexible and adaptable to individual situations while helping you make the most appropriate decision when addressing protocol.

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+0641&7%6+10

On the next page is a particularly relevant and accurate article reprinted from Air Force Wives. As you read this article, reflect on the message and perspective from which it is written, and enjoy your protocol experience.

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THE PROTOCOL OFFICER Excerpt from ‘Til The Wheels Are Up Chapter 1 THE PROTOCOL OFFICER There are few jobs in the [civil service] more challenging and demanding on a day-to-day basis than protocol. You worry about a myriad of details. Murphy’s Laws take on added meaning: Everything that can go wrong does go wrong. You measure success by the absence of comment from your commander, and things go downhill from there. Why in the world would anyone want this job? That’s one perspective. Another is that there are few jobs in the [civil service] more rewarding and satisfying than protocol. What other job gives you the opportunity to see the fruits of your labours on a regular basis, as you work a project or visit from start to finish? A five-year [assignment] seldom offers you the chance to work on a project from the ground floor up, to plan, organize, develop and execute it through completion. And yet the protocol officer does this regularly. It is a golden opportunity to shine in the presence of senior officers, and to make acquaintances that could see you through an entire career.

The experience you gain in protocol will stand you in good stead the rest of your [civil service] career.

But it is not a job for the faint-hearted or thin-skinned individual. Nor is it a position for the lone wolves, who believe they can do it all themselves, and are egotistical to a fault. A successful protocol officer relies on teamwork, motivation, hard work, honed skills, and just a little luck. The experience you gain in protocol will stand you in good stead the rest of your [civil service] career. Here is what we think it takes to grow into a great protocol officer, and a few hints to help you along your way. “A good plan executed now is better that a perfect plan next week” –General George S. Patton Jr.

Organizational Skills You must be able to remember the most minute details, plan for every possible contingency, and perform proper staff work. Coordination is the key to a successful protocol event, whether it be a visit or large social function. Your commander probably considered your organizational skills in selecting you for the job, so you have demonstrated these traits before, but maybe not in the pressure

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cooker that is protocol. Gather the information you need, plan, replan, and plan again. Document your work by keeping careful record of items such as notes from meetings, records of phone calls, emails and personal contacts, etc. These are the steps necessary in developing your comprehensive protocol plan or itinerary. Identify risks, then have a contingency plan for it! (It is the only way we have found to head Murphy off at the pass). It is a good idea to use checklists. It works for the operations world, and can help you prevent overlooking that one, but important detail.

Coordination is the key to a successful protocol event, whether it be Humility You never say, “that’s not my job”. There is nothing too demeaning, a visit or large too demanding, or just plain beneath you. You have to be willing to social function. do whatever it takes to get the job done. If you are not comfortable opening car doors, holding umbrellas, or pitching baggage, then you need to find another job.

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THE PROTOCOL OFFICER (CONT’D)

“Great man demands it of himself; petty man, of others” –Confucius

Be sensitive to the needs of others. It goes hand-in-hand with cooperation. Taking care of the little things, adding that touch of class, can make a good visit into a great one. Learn to listen. Be sensitive not only to your principal or your visitor, but to the needs of those you rely on to support the visit. Seek out their good ideas. Be sure to remember them with letters of appreciation from your commander at the conclusion of your successful event. Commanders love to sign these, and you will get quite adept at drafting them! “There is no limit to the good you can do if you don’t care who gets the credit” –General George C. Marshall

Cooperation You have to be able to deal effectively with every personality in the book, good, bad, or indifferent. The success of any visit or event depends on working as a team with others to accomplish a common goal. Teamwork really is the key to success; you cannot do everything yourself, and if you try, you “die”. You must display the famous “Protocol

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I N T R O D U C T I O N P ROTOCO L M A N UA L

THE PROTOCOL OFFICER (CONT’D)

Smile” under all circumstances, no matter what is going on behind the scenes.

Teamwork really is the key to success; you cannot do everything yourself ...

“It is even better to act quickly and err than to hesitate until the time of action has passed” –Clausewitz

Flexibility Here is where the rubber meets the ramp for many protocol people. Can you think on your feet, or learn quickly on the job? You have to adapt to rapid-fire changes in a “high stress, high visibility” environment. If you do not stay ahead, you’ll be left behind, and its nigh impossible to catch up. If you have done a good job of contingency planning, you’ll be able, in most cases, to pull off the impossible when things go awry (in the eyes of the visitor anyway). But, we are lucky if we go 50:50 with Murphy, so be prepared to react quickly and professionally to the unforeseen or unexpected. And remember that “Protocol Smile”. It ought to get larger the worse things get from your perspective. Let them think you are in complete control. “Remember, an order that can be misunderstood, will be misunderstood” –German Field Marshall Helmuth von Moltke

Communication Skills You would be surprised to learn that most of the problems you will encounter in protocol start and end with breakdowns in communication. It is something we all too often take for granted, and when we do, it gets us every time. Do not assume anything! Listen. Make sure the people you rely on for support are listening to you, with no distractions. Confirm arrangements in writing, it saves finger pointing later. If you don’t make sure you give and receive the right information, you’re in for a bumpy ride. Understand that every action has a reaction, so if you have a desired reaction in mind, then it is up to you to tailor your action and body language to achieve the wanted outcome. “Doing what is right is no guarantee against misfortune. If fate means you to lose, give him a good fight anyhow” –Wm McFee

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THE PROTOCOL OFFICER (CONT’D) Willingness to Admit Error and Press On Mistakes are going to happen. The key is to learn from them, put them behind you, and forge ahead no matter what. (Recover, recover, and recover). If you do, your commander can and will forgive the occasional error. Do not commit the cardinal sin of blaming problems on others, even if it is their fault. Do not offer excuses; only reasons, and then, only if asked. And even though Murphy is alive and well, he can be beaten! Personal Appearance Your appearance is the first thing your commander or visitor will notice about you. And as a Vice Chief of Staff of the [U.S.] Air Force said, “You only get one chance to make a first impression. “A neat appearance isn’t enough, you must be exemplary all the time. Others will infer qualities of your commander [city] from your appearance and behaviour. Do your [suits] have razor sharp creases all the time? Do they fit properly? If not, have them tailored. The extra expense is worth it for the increased respect your impeccable appearance earns you. Do you keep an extra [suit] within easy reach? You never know when an accident will dirty our uniforms. Do you have all the required [dress clothing]? Be prepared to wear whatever [attire] your commander wears. Keep the shoeshine kit and clothes brush handy! Hints for Success So you passed the test. You have the attributes it takes to qualify for training as a protocol person. In a more practical sense, your role as a protocol officer will be to create a distraction free environment that promotes the complete and open exchange of information to resolve issues, build relationships, and/or present your organization at its best. Now, unless you have prior experience in this line of work, you will need some tools to help you develop your skills. We think this [manual] will provide most of the tools you will need. However, here are a few hints that will keep you out of trouble as you learn.

... your role as a protocol officer ... to create a distraction free environment that promotes the complete and open exchange of information ...

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THE PROTOCOL OFFICER (CONT’D)

Getting Started

Expend a little mental energy before jumping into anything. Sit down; decide what needs to be done.

How to handle the myriad of projects you will face? Expend a little mental energy before jumping into anything. Sit down; decide what needs to be done. Think it through from beginning to end. (For some, it helps to run a mental movie, picturing the visit or event. Then watch the movie to see what needs are required). Then take notes of your thoughts. Make this an interactive process. If it is a large project, sit down several times as the project progresses and think through everything that still needs to be done. (Get used to doing a task list and clearly assign responsibilities. Remember: one project, one lead, one itinerary and one team). Be prepared when your boss decides it is time to “stump the dummy”. Consider the following elements always: who, what, where, when, how, why and [what is the appropriate attire]. Relations with the Commander and Staff Protocol is whatever your boss says it is. To do your job, you must win and keep the complete confidence of [your colleagues]. You owe the commander absolute loyalty. He or she had enough confidence in your abilities to pick you for one of the most sensitive and visible positions in your command. It is up to you to live up to those expectations. (Have confidence in your own abilities). Deal with the principal staff officers [team members] and subordinate commanders, not their subordinates. Your natural inclination will be to handle all matters at the lowest level possible. It is critical you break yourself of this habit. It is important that you work through the senior leadership of the organization, they need to know what the boss has asked from their section. Also, the staff does not work for you, they work for their [manager]. Let him or her tell them what needs to be done. Having said this, remember you are dependent on the resources of [your department or section] for support. Build relationships at the working level in billeting, transportation, (hotels, airports, caterers, suppliers, other civic government Levels and communities) and learn quickly who you can rely on dependably. Once these relationships are in place, you can work directly with these capable and professional people.

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THE PROTOCOL OFFICER (CONT’D) Ethics We have said it already. Your commander selected you for one of the toughest and most visible jobs in the [civil service]. He or she trusts you. Do not betray that trust in your natural desire to please. Get to know your [Chief of Protocol] well. You will need his or her advice on the “gray-areas” frequently! Likewise, get your nose in the [protocol manual and government guidelines and procedures manual] that deal with funding protocol events and accepting and giving gifts. And be “up front” with your boss. If you know what he or she wants to do is questionable, tell them so. Expectation Setting Here is a practical hint for success. During a visit or major social event, be prepared to brief the principals on certain arrangements, but do it at the right time and place (ensure a specific date, time and location is communicated). For example, you have not answered the mail if you put the car seating arrangement in the visitor’s itinerary and expect him to know where he is to sit when he gets to the car. Instead, wait until you are walking him to the vehicle, and then tell him you would like him to get into the right rear seat. Set expectations. Don’t leave it to chance. A Few More Suggestions Several checklists are included in this handbook. Modify them to fit your needs. Expand them, if necessary. Keep them current. Use them, no one can remember every detail. Establish a project folder [file coordinator role] for each event. File all material relating to that event in the project folder for quick reference. Set up a good filing system or data base and use it. You never know when the same visitor will return, and you do not want to propose the same itinerary.

...be prepared to brief the principals on certain arrangements, but do it at the right time and place...

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I N T R O D U C T I O N P ROTOCO L M A N UA L

THE PROTOCOL OFFICER (CONT’D)

Keep an up-to-date pocket calendar (a protocol calendar) of all civic activities and ceremonies. Update it from the commander’s master schedule on a regular basis. Establish a protocol library. We have provided several references at the back of the Appendices. You should consider acquiring these for your bookcase. Keep a protocol notebook at home (always be certain to have a couple of pens, stiff notepad with clean paper in your suit). It should contain whatever material you feel necessary, but as a minimum, it should include phone numbers of key people and agencies.

Set up a good ﬁling system ... and use it. You never know when the same visitor will return, and you do not want to propose the same itinerary.

With these hints, your innate talents, and the material in this [manual], you are ready to tackle one of the most challenging and rewarding jobs in the [civil service]. Good luck. Wheels up!

BASIC PRINCIPLES FOR TEAM MEMBERS Focus on the situation, issue or behaviour, not on the person Maintain the self-confidence and self-esteem of others Maintain constructive relationships Take initiative to make things better Lead by example Use constructive feedback, not criticism Teams must have a common goal Recover, recover, recover and seek solutions

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2.0 Rule of Right and Rule of Precedence

P ROTOCO L M A N UA L

Governor General Michaëlle Jean meeting President Obama.

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2.0 RULE OF RIGHT, RULE OF PRECEDENCE When dignitaries are expected to speak at an event, ensure that the proper protocol is followed regarding speaking priority. The following guidelines address priority for events while remaining sensitive to the uniqueness of every situation. In the following sections, reference is made to hosts in general, Mayors and Councillors. 2.1 RULE OF RIGHT The Rule of Right comes from ancient Middle Eastern Kingdom of Sumer. The rule dictates that the most important position, in relation to a King, is on his right side. Today the Rule of Right continues to be part of any diplomatic or protocol event. â&#x20AC;˘ Place of honour beside a national flag is to the right of that flag when looking from behind the flag display; â&#x20AC;˘ The most important seat in a vehicle is the back right; â&#x20AC;˘ The most important dinner guest sits to the right of the host; â&#x20AC;˘ The guest of honour walks on the right hand side of the host. 2.2 RULE OF PRECEDENCE The Rule (or Table) of Precedence is a social convention which dictates the order in which people arrive, are announced, are greeted, and may depart. It also governs seating at a table, location on a list of signatories to a document, and other social and political events in which people of differing ranks are involved. In nations where individuals may not have titles, the Table of Precedence still determines how people such as heads of state, prime ministers, senators, and ministers will be handled at social events such as dinners and performances. For many people, the Table of Precedence is extremely important, and it can be easy to cause offense, especially when officials from multiple nations are seated together incorrectly. The Table of Precedence also applies to spouses and children of the officials, and it can get quite complex to juggle; for example,

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See Appendices 1-5 for the Order of Precedence for Canada, the Table of Precedence for British Columbia, and a list of the Mayor and Councillors of the City of Richmond, the City of Vancouver and the Resort Municipality of Whistler.

There are many practical applications where the Rule of Precedence must be applied. For example: • If the Premier of British Columbia is invited to an event and cannot attend, the Premier’s office may designate a Minister or MLA to attend and speak on the Premier’s behalf. This may occur with other dignitaries. In this situation, the designate would be treated the same as the dignitary; • First Nations dignitaries may follow protocol based on oral traditions. For City events, the representative First Nations should be contacted to ensure that their specific needs are met, and proper First Nations protocol is followed. For the 2010 Winter Games, contact the Four Host First Nations (FHFN) Secretariat for further information. The Department of Foreign Affairs Protocol Office has the responsibility for coordinating all Royal visits. The BC Protocol and Events Branch may be asked to assist in these visits when they occur in British Columbia.

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the daughter of a Member of the House of Commons and the Prime Minister, or some other potential combination. For special events where visitors from other countries may be hosted, a new Table of Precedence may be established by government staff.

At a hosted dinner, a protocol chief was assigned to the visiting Governor of Guangdong and the Chief Executive of Hong Kong, and had to accompany them into a banquet. There was much discussion as to who should be on the right of the host when entering the room, since the right hand position is the place of honour. Both the Governor and Chief Executive saw themselves as equals. The protocol chief solved this dilemma by having the Governor on the host’s right when entering the room and the Chief Executive on the host’s right when leaving the room, ensuring the honour of both dignitaries was intact.

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2.3 SPEAKING ORDER Special attention is required for each event to ensure correct speaker order. It is important to review the priority list of speakers. Depending on the type of event and the level of the dignitaries, the speaking order can be in descending or ascending order of precedence. The order is determined in advance by protocol offices. If the Mayor is the Master of Ceremonies, he will speak first and last. If the Mayor is unable to attend, the Deputy Mayor may attend and speak on behalf of the City. Any dignitary may assign a designate who is treated in the same fashion as the dignitary themselves. When the Mayor is the Master of Ceremonies, he will speak ﬁrst and last.

2.4 MASTER OF CEREMONIES The Master of Ceremonies should introduce himself/herself first, followed by the introduction of all elected officials in attendance. Dignitaries who are not members of the platform party and are involved in an event or form part of a delegation, should be provided reserved seating close to the platform, so that they can be properly recognized. If seating is not available, they should be encouraged to locate themselves near the platform in order to be easily identified. 2.5 PREPARING THE GUEST LIST Hosting or attending events make it possible for a host (e.g. Mayor and/or Councillors) to have direct contact with an intended audience. When organizing an event, it is important to plan well in advance in order to ensure that the timing fits with the Mayor and Councillors’ schedules and that the necessary steps are followed in order to prepare for a successful event. Points that should be taken into consideration when planning an event include: • Is there a target audience to be reached? Is there more than one? • Who should be invited to the event? Are there other elected officials or dignitaries who should be invited?

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2.6 PLATFORM SEATING When the Mayor and/or Councillors are planning to attend a City or City-related event, it is important to follow the guidelines regarding platform and seating arrangements to ensure that proper protocol is followed. Place the event host in the most prominent spot on the platform/stage. Following the order of importance, the next senior dignitary is then placed to the right of the host, the 2nd most senior dignitary is placed to the left of the host, the 3rd most senior dignitary is placed two spots to the right of the host, the next to the left, and so on. If there are a number of similar level dignitaries on the platform, they can be placed in alphabetical order. When there are a number of elected officials expected to speak at an event, they are usually placed in the front row on the platform, followed by those who are not speaking in the next row.

The Master of Ceremonies should always be seated closest to the podium. Speakers should not cross in front of guests to approach the podium. If a Mayor is the Master of Ceremonies, seating will change.

On occasion, there may only be space for speakers to be seated on the platform. All speakers are seated in speaking priority. Other attending elected officials, dignitaries and guests will be assigned to seating in front of the speakers platform.

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â&#x20AC;˘ Does the event relate to a specific date or occasion? Is there another event that could compete for attention? â&#x20AC;˘ Is the event suitable for media coverage? â&#x20AC;˘ Who has contributed to the success of this event?

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To ensure that the Mayor and Councillors are being seated correctly, have the Mayor’s Office review the platform arrangements at least five days prior to the day of the event. On the day of the event, staff may wish to organize seating by using signs to avoid any confusion. Attach name cards to seats of those designates who have reserved seating; or place an agenda with the designate’s name on it, on the reserved seat. 2.7 MEAL FUNCTION SEATING The host would be placed at the most prominent position: either at the centre of the table, or at the head of the table. The most important dignitary would then be placed to the right of the host. The next important dignitary sits on the left of the host. The next dignitary is placed two spots to the right of the host, the next one goes two spots to the left and so on. To ensure that the Mayor and Councillors, for example, are being seated correctly, have the Mayor’s Office review your seating arrangements at least five days prior to the day of the event. On the day of the event, place name cards in front of the table settings for those designates who have reserved seating.

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3.0 Rule of Flags P ROTOCO L M A N UA L

Flags of the Americas

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R U L E O F F L AG S P ROTOCO L M A N UA L

3.0 RULE OF FLAGS The National Flag of Canada, the flags of provinces, territories, and municipalities are symbols of honour and pride for all Canadians. Treat them with respect. The manner in which flags may be displayed in Canada is not governed by legislation, but by established practice. 3.1 DIGNITY OF THE FLAG The National Flag of Canada should always be flown on its own mast. Flag protocol dictates that it is improper to fly two or more flags on the same mast. Keep the following points in mind: Flags are symbols of honour and pride for all Canadians.

• The National Flag of Canada should not be used as a table or seat cover, as drapery, or as a barrier on a platform; • While it is technically correct to use the National Flag of Canada to cover a statue, monument, or plaque for unveiling at a ceremony, it is not common practice to do so. Try to avoid doing this; • The National Flag of Canada should not be signed or marked in any way (a border could be attached to the outside edge of the Flag on which it is acceptable to have signatures, leaving the Flag itself untouched); • The National Flag of Canada should not touch the ground. When handling the Flag to secure it to a pole, it is helpful to have two individuals present; • When a flag appears worn, damaged or tattered, the correct procedure for disposal is to burn it in a private manner. When the National Flag of Canada is raised or lowered, or when it is carried past in a parade or review, all persons present should face the flag and remain silent. Men should remove their hats, and those in uniform should salute.

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Key flags of the Vancouver 2010 Olympic and Paralympic Winter Games include (pictured below): the International Olympic Committee (IOC); the International Paralympic Committee (IPC); Canada; Greece; the Province of British Columbia; the City of Vancouver; the Resort Municipality of Whistler; the City of Richmond.

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3.2 KEY FLAGS

vancouver

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Flags of Canadian Provinces and Territories by Order of Precedence When provincial and territorial flags are flown with the National Flag of Canada, the order is based on the date of entry into Confederation of the provinces followed by the territories. When there are more than three flagpoles/masts, the National Flag of Canada should be flown on the left of the observer facing the flags, followed by the flags of the provinces and territories. An additional National Flag of Canada may be displayed at the end of the line if desired.

2. 1.

6. 5.

9. 7.

10.

11.

12.

13. 14.

1. National Flag of Canada 2. Ontario (1867) 3. Quebec (1867) 4. Nova Scotia (1867) 5. New Brunswick (1867) 6. Manitoba (1870) 7. British Columbia (1871) 8. Prince Edward Island (1873) 9. Saskatchewan (1905) 10. Alberta (1905) 11. Newfoundland (1949) 12. Northwest Territories (1870) 13. Yukon (1898) 14. Nunavut (1999)

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The National Flag can be displayed flat against a surface, horizontally or vertically. If hung horizontally, the upper part of the leaf should be up and the stem down. If hung vertically, the flag should be placed so that the upper part of the leaf points to the left and the stem to the right from the point of view of the observer facing the flag. Flags hung vertically should be hung so that the canton (commonly means the upper hoist) is in the upper left corner. The flag’s top left corner should be placed in the position nearest the top of the flagpole or mast. When suspended from a building the flag should be displayed horizontally or at an angle from a window or a balcony with the canton pointing outward. When affixed on a motor vehicle the flag must be on a pole firmly fixed to the chassis at the front right.

Displaying the ﬂag from a building.

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3.3 DISPLAYING THE CANADIAN FLAG

When the Flag is Flown Alone When the National Flag of Canada is flown alone on top of or in front of a building where there are two flagpoles, it should be flown on the flagpole to the left of an observer facing the flag. When the National Flag of Canada is flown alone on top or in front of a building where there are more than two flagpoles, it should be flown as near as possible to the centre. When the National Flag of Canada is displayed in a place of worship or on a speaker’s platform, it should be against the wall, or on a flagpole on the left from the point of view of the audience facing the speaker. 3.4 POSITION OF HONOUR AND PRECEDENCE The location of the position of honour depends on the number of flags flown and the chosen configuration. When two or more flags are displayed, the position of honour is furthest to the left (to an observer facing the display). When three flags are flown, the position of honour is in the centre.

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The order of precedence for flags is: 1. The National Flag of Canada 2. Other National flags 3. The Provincial flag(s) 4. The Municipal/City flag(s) 5. Banners of organizations When three flags are sharing the same base the National Flag should be at the centre. To an observer facing the display, the second-ranking flag (in order of precedence) is placed to the left of centre, and the other to the right. A common combination of flags is that of the National Flag of Canada with a provincial or territorial flag, and municipal flag or an organizationâ&#x20AC;&#x2122;s banner. In such a case, the National Flag should be in the centre with the provincial/territorial flag to the left and the municipal flag/organizationâ&#x20AC;&#x2122;s banner to the right (to an observer facing the display). Her Majestyâ&#x20AC;&#x2122;s Personal Canadian Flag, the standards of members of the Royal Family as well as the standard of the Governor General and the standard of the Lieutenant Governor (in his/her province of jurisdiction and when assuming the duties of the representative of The Queen) take precedence over the National Flag of Canada on the buildings where these dignitaries are in residence or where they are attending a function.

With Flags of Other Sovereign Nations The National Flag of Canada, when flown or paraded, takes precedence over all other national flags. When flown with the flags of other sovereign nations, all flags should be flown on separate flagpoles/masts and at the same height, all being the same size, with the National Flag of Canada occupying the position of honour. Displaying the ďŹ&#x201A;ag with other nations.

In the photo at left, Canada is in the place of honour with the flags of other sovereign nations beside it in alphabetical order: Columbia, Denmark, Ethiopia, France, Greece, India, Italy, South Korea and Luxembourg.

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When flown with the flag of one other nation, the National Flag of Canada should be on the left of the observer facing the flags. Both flags should be flown at the same height. 3.5 PROPER FLAG DISPLAY The next examples are acceptable configurations when displaying flags of Canada, foreign countries, provinces and cities when viewed from the perspective of the audience. Protocol offices may use different variations when displaying flags, though correct, these methods of displaying flags is common. The correct order of precedence is displayed, followed by an example. (1 = Highest Precedence, 2 = Second Level of Precedence, 3 = Third Level of Precedence, 4 = Fourth Level of Precedence).

Flags should be ďŹ&#x201A;own at the same height.

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The National Flag should be raised first and lowered last, unless the number of flags permits being raised and lowered simultaneously.

Displaying Two Flags When two flags are displayed, the position of honour is furthest to the left (when facing the display). 1 Host Nation

2 Country (Germany)

1 Host Nation

2 Province (British Columbia)

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Displaying Three Flags When three flags are displayed, the position of honour is in the centre. The flag that is next in order of precedence is placed to the left, and then the flag after that in precedence to the right (when facing the display). 2 Country (UK)

1 Canada

3 Province (BC)

Displaying National, Provincial and City Flags When displaying the Canadian flag, the Provincial flag and the City flag, the flags may be displayed with the Canadian flag at both ends, flanking the provincial flag and then the city flags at center as illustrated below. Nation

Province

City

Province

Nation

Displaying Canada, Country, Province and City Flags In this instance the order of precedence of flags would be Canada, other sovereign nations, provinces, territories, municipalities/cities (from far left when facing the display). 1 Canada

2 Country (Ireland)

2 Country

3 Province

4 City

(Spain)

(BC)

(Richmond)

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The place of honour in a row of flags is on the far left (when facing the display). When Canada holds the place of honour, the order of precedence for foreign flags is in alphabetical order. From left to right: Canada, Australia, France, Israel, Lebanon, Mongolia. 1 Canada

2 Country (Australia)

3 Country

4 Country

5 Country

6 Country

(France)

(Israel)

(Lebanon)

(Mongolia)

3.5 HALF-MASTING FLAGS Flags may be lowered to half-mast to commemorate special dates, such as Remembrance Day or as a measure of respect and condolence when a high profile official passes away. Organizations and municipalities may deem the passing of important individuals to warrant half-masting of a flag.

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Displaying Six or More Flags

The flag is brought to the half-mast position by first raising it to the top of the mast then immediately lowering it slowly to the half-mast position. The flag must be lowered at least to a position recognizably â&#x20AC;&#x153;half-mastâ&#x20AC;? to avoid the appearance of a flag which has accidentally fallen away from the top of the mast. On occasions requiring that one flag be flown at half-mast, all flags flown together should be lowered to half-mast. Flags can only be half-masted on flagpoles fitted with pulleys and wire/ rope. Buildings which have flags permanently attached will not be half-masted.

Flying the National Flag at half-mast.

A flag is usually only half-masted from dawn to dusk on the day of a funeral or memorial, unless other arrangements have been specified.

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4.0 Social Etiquette P ROTOCO L M A N UA L

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4.0 SOCIAL ETIQUETTE

This section discusses the importance of body language and attire. It also provides information on addressing elected officials and dignitaries, the correct way to shake hands and introduce dignitaries to other people. 4.1 A PROTOCOL HOST’S ETIQUETTE A Protocol Host can work within the Protocol Team to provide assistance to Protocol Officers or Captains in the implementation and execution of an event. Some of these responsibilities may include: • Greeting and/or registering guests; • Event set-up and take-down, including positioning and displaying of representative flags; • Directing guests at ‘choke points’ such as doorways and elevators; • Serving food; • Facilitating any additional services as required to help ensure a seamless event. 4.2 THE IMPORTANCE OF BODY LANGUAGE While words are a primary method to communicate with one another we cannot overlook or underestimate the impact of nonverbal signals. Posture, facial expressions and body movements, are all forms of non-verbal communication. We should realize that our body language sends a message. Words can be manipulated, but gestures and body language are harder to control. When in doubt, the experts say, “Trust what you see” (the non-verbal message). From top: Avoid crossing your arms or putting hands in pockets. Avoid slouching when sitting.

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Tips on Body Language and Posture • Don’t fold or cross your arms and keep hands away from your mouth (both actions can send negative signals); • Hold items in your left hand and rest the other at your side or, on the strap of your shoulder bag; • Lean forward slightly and look directly at the person who is speaking; • Always sit or stand ‘tall’ with shoulders slightly back, and chin up for self-confidence; • Stand with your hands clasped behind you or at your sides; • Avoid putting your hands in your pockets; • Avoid slouching when sitting. You may appear lazy, tired, or disrespectful; • To look professional, sit up straight with your hands in a relaxed pose. Facial Expressions A smile denotes warmth, openness, and friendliness. Smile “gently” and with sincerity. Be careful not to overdo it. False smiles can look artificial, and never-ending smiles may invite suspicion. A frown or a furrowed brow suggests anger or worry, even if your words are positive. Eye Contact Looking into the other person’s eyes shows your interest in the conversation. Do not however, stare too intently. Staring can be perceived as threatening. Try to shift your focus to other parts of the face from time to time.

Minimize gesturing and ﬁdgeting.

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Gesturing and Fidgeting Minimize your use of hand gestures. Using your hands to emphasize a point is fine, but overdoing it can be perceived as being too excitable or dramatic. Avoid playing with your hair, tie, or jewelry, biting your lip, drumming fingers, unconsciously snapping the clip on a ball-point pen, and jiggling coins or keys in your pocket. Nodding Nodding usually means you agree, it can also mean you understand what they are saying. Be careful; too much positive head nodding may give the impression that you are trying too hard, or are insincere in your gestures. 4.3 SHAKING HANDS Correct way to greet and shake hands.

In almost any business setting, a handshake is always appropriate, whether it is man to woman, man to man, or woman to woman. When to Extend Your Hand Extend your hand when meeting someone for the first time or when meeting someone you have not seen in a long time. When greeting your host, hostess or guests, and when saying goodbye when you want to show extra respect. Always shake hands with anyone who extends his or her hand to you. It may be perceived by others as being rude to ignore or refuse to shake hands with someone else. If you extend your hand and the other person makes no response, simply withdraw your hand and continue talking. How to Shake Hands Make eye contact and extend your right hand with your thumb knuckle facing up. Keep your hand straight, fingers slightly relaxed. Grasp the other personâ&#x20AC;&#x2122;s hand and pump once or twice while standing still. Gauge your handshake to the strength of the person whose hand you are shaking. Do not use a loose, limp grip.

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Release the handshake after a few seconds. Avoid holding the other person’s hand during an extended introduction. At a reception, always hold your duty-related items such as clipboard or (if required) mobile device in your left hand. If you have to extend your right hand to shake hands, you are free to do so.

When Not to Extend your Hand If the other person’s hands are full, simply nod your head and introduce yourself. If someone says he or she is sick and would prefer not to shake hands, you can dispense with the formality. Incorrect Ways to Shake Hands On protocol assignments and in business situations, it is not common to double-clasp (put your left hand over a persons right hand), or put your hand on the other person’s shoulder. 4.4 INTRODUCTIONS Addressing Elected Officials and Dignitaries When elected officials and/or dignitaries are involved in an event it is important to note that proper protocol calls for these individuals to be addressed according to their position. It is also important to be aware that some of the elected officials and/or dignitaries must be addressed by their proper title and gender (e.g. His Worship, Her Excellency). The following list provides examples of the style of address required when interacting with elected officials and/or dignitaries. MUNICIPAL GOVERNMENT Mayor Address/Introduction: His Worship Mayor [first and last name] or Mayor [first and last name] In Conversation: Your Worship (formal); Mayor [last name] (informal)

Incorrect ways to shake hands. A loose grip, a double-clasp and touching with the left hand.

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Mayor and Councillors Address/Introduction: His Worship Mayor [first and last name] His Worship Mayor [first and last name] and Councillors or Mayor [first and last name] and Councillors or Mayor and Councillors Councillors Address/Introduction: Councillor [first and last name] Conversation: Councillor [last name] Acting Deputy Address/Introduction: Representing the City of [city name], Acting Deputy [first and last name]. In Conversation: Acting Deputy [last name] PROVINCIAL GOVERNMENT Premier of British Columbia Address/Introduction: The Honourable Gordon Campbell, Premier of British Columbia In Conversation: Premier Campbell Members of Legislative Assembly (MLA) With a Cabinet Post Address/Introduction: The Honourable [first and last name], Minister of ... In Conversation: Minister [last name] Members of Legislative Assembly (MLA) Without a Cabinet Post Address/Introduction: Mr. [first and last name], MLA Member of the Legislative Assembly for ... In Conversation: Mr. [last name] ...

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Prime Minister of Canada Address/Introduction: The Right Honourable Stephen Harper, Prime Minister of Canada In Conversation: Mr. Prime Minister or Sir

Governor General of Canada Address/Introduction: Her Excellency the Right Honourable MichaĂŤlle Jean, Governor General of Canada In Conversation: Your Excellency Spouse of the Governor General of Canada Address/Introduction: His Excellency Jean-Daniel Lafond, C.C. In Conversation: His Excellency Members of Parliament (MP) With a Cabinet Post Address: The Honourable Jim Flaherty, Minister of Finance and Minister Responsible for the GTA Introduction: The Honourable Jim Flaherty In Conversation: Minister Flaherty

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FEDERAL GOVERNMENT

Members of Parliament (MP) Without a Cabinet Post Address: Mr. John Cummins, MP Introduction: Mr. John Cummins, Member of Parliament for Delta - Richmond East In Conversation: Mr. Cummins

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FIRST NATIONS First Nations Chiefs Address: Introduction: In Conversation:

Chief Ernie Campbell (Musqueam Indian Band) Chief Ernie Campbell Chief Campbell

Elder Address: Introduction: In Conversation:

Mr./Mrs./Ms. [full name] Elder Mr./Mrs./Ms. [full name]

Band Councillors Address: Introduction: In Conversation:

Mr./Mrs./Ms. [full name] Band Councillor Mr./Mrs./Ms. [full name]

THE ROYAL FAMILY The Queen Address: Introduction: In Conversation:

Her Majesty Queen Elizabeth II Her Majesty the Queen Your Majesty first, then Ma’am

The Prince of Wales (Charles) Address/Introduction: His Royal Highness, the Prince of Wales In Conversation: Your Royal Highness first, then Sir The Duchess of Cornwall (Camilla) Address/Introduction: Her Royal Highness, The Duchess of Cornwall In Conversation: Your Royal Highness first, then Ma’am

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Chief Justice of Canada Address: The Right Honourable Beverley McLachlin, Chief Justice of Canada Introduction: The Right Honourable Beverley McLachlin In Conversation: Madam Chief Justice first, then Madam or Ms. McLachlin Supreme Court of Canada Address/ Introduction: The Honourable [first and last name] Salutation: Dear Mr./Madame Justice [last name] In Conversation: Mr./Madame Justice

4.5 GIFTS TO YOU Accepting and Acknowledging Gifts

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JUDICIARY

Know your organizationâ&#x20AC;&#x2122;s gift policy and be sure to follow it. Accept gifts with grace and if possible, return the gesture. Even a small token of appreciation like a pen, or a pin is an appropriate one. Thank them for it. Money is NEVER an appropriate gift between a dignitary and Protocol Host. Be polite, but do not accept it. If one Protocol Host sees another team member being offered money by a dignitary, the observing Protocol Host should explain to his/her colleague that money should never be accepted in conducting the protocol role.

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5.0 Business Etiquette P ROTOCO L M A N UA L

Greeting visiting Ambassadors and High Commissioners during the 2009 Annual Diplomatic Forum in Vancouver.

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5.0 BUSINESS ETIQUETTE

Etiquette and protocol knowledge is a form of business intelligence. These ‘soft skills’ are very important in the workplace. Many employers consider them to be some of the most important hiring criteria. Proper etiquette is important in a social environment, and it is crucial in a business setting. As you interact with dignitaries and others when performing your duties in Protocol, you must be able to adapt to ever-changing situations and act with confidence, grace, courtesy and intellect. 5.1 WHEN MEETING A DIGNITARY Smile and make eye contact. Avoid staring. Some cultures may view eye contact as showing disrespect during initial greetings. Be aware of this, and adjust your greeting accordingly. Always address dignitaries using their formal titles. Learn what these titles mean as they may vary from country to country. In protocol settings, the rank and status of a dignitary may be particularly important. Pay close attention to cues such as attire, medals and awards, and status within the organization. Some dignitaries may require more attention and assistance than others. Every guest will require astute protocol considerations in their handling and service. Prepare and research titles ahead of time to ensure your are familiar with how to address dignitaries.

If you feel nervous or awkward around meeting important dignitaries, remember, you are the host! Conduct yourself with poise and gracefulness. The best way to introduce yourself is to say, “Hello, My name is [first name last name]. I am your Protocol Host with the City of Vancouver. I am here to [accompany you to your hotel].”

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At times there may be multiple greeters. As Protocol Host it is important to establish progression, then introduce the next greeter or make way for the other greeters to introduce themselves. 5.2 MEETING DIGNITARIES AT THE AIRPORT You may first meet the dignitary in the luggage claims area. Since luggage takes time to get unloaded, try to move the dignitary and the greeting party away from the crowds. If called upon, make polite conversation, but take your cue from the dignitary. They may be tired and non-talkative after a long flight. Some dignitaries may bring family or a travelling companion with them. Be sure to attend to their needs as well. Prior to meeting a dignitary at the airport (for the Vancouver 2010 Winter Games), it is important to obtain clearance and support through the VANOC and Foreign Affairs and International Trade Canada (DFAIT) arrivals procedure.

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A dignitary may look to someone to help direct them. Generally, the host who greets them promptly will get the dignitaryâ&#x20AC;&#x2122;s attention and consideration when questions or concerns arise. The dignitary may not know where to go, so it is important for the Protocol Host to lead the way.

Handling Luggage Have a cart ready. If you are the one closest to the arriving bags, pick them up. Dignitaries may want to remain at the airport until all luggage is collected. If any luggage fails to arrive, check with the airline and ask that a member of the dignitaryâ&#x20AC;&#x2122;s entourage stay back at the airport with a Protocol Officer or someone designated to handle lost baggage. Ensure that the dignitary has identified all of the lost baggage. Dignitaries may bring their children and/or spouses or other guests, without prior notification. Let the Protocol Operations Centre or Protocol Captain know as soon as possible of these additional guests. Include them in your welcome and conversation.

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5.3 IF THE DIGNITARY IS TRAVELING BY LIMOUSINE OR VAN Obtain the drivers mobile number. Verify before the dignitary arrives, that the vehicle is en route or at the airport. If the arrival does not go as planned, stay calm. Be prepared to deal with the unexpected by considering new approaches to the situation at hand. If possible, ask the dignitary to double-check their luggage at the curb, then direct the dignitary to the correct seat. Make sure the bags are placed securely in the vehicle.

Direct the dignitary to the rear right seat of the vehicle.

If you are meeting two dignitaries, direct the most senior person to the right rear seat and the second most senior to the left rear seat. The accompanying protocol staff usually sits in the right front passenger seat, unless a separate vehicle is provided to transport protocol staff. If security tells you to get the vehicle moving, comply. Call ahead to the Protocol Operations Centre to inform them you have departed, and at what time. After the dignitary has left, scan the vehicle to make sure they have taken all of their belongings. 5.4 IF THE DIGNITARY IS TRAVELING BY MOTORCADE Motorcades provide a security â&#x20AC;&#x2DC;bubbleâ&#x20AC;&#x2122; to move dignitaries from one place to another and can be one or more vehicles.

Use titles when introducing a dignitary.

Dignitaries are most vulnerable when arriving or departing their vehicle. Wait for security to open the vehicle door. It is security who determine if it is safe before letting the dignitary out of the vehicle. Stand well back and let security handle moving the dignitary into the building or event. If you approach to greet them and are not part of an official welcoming party, security may perceive you as a threat and push you to the ground.

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Always use titles to show respect and convey information to those whom you are introducing. Introduce the less senior person (less authority, rank, or age) to the more senior person by saying the more senior person’s name first. For example: “Madam Chief Justice, let me present Mr. Brian Wong. Mr. Brian Wong, this is Ms. McLachlin.” “Chief Campbell, I would like to introduce [first name last name], who will help you at the meeting today. [First name last name], this is Chief Campbell.” Try to include a brief comment about each person being introduced so that they have some basic knowledge of each other. These brief introductory statements provide opportunities to begin conversations as well as help others remember names. Responding to Introductions “How do you do?” followed by the person’s name, is the best way to respond to a formal introduction. With this type of introduction, do not use the person’s first name until he or she invites you to do so.

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5.5 INTRODUCING A DIGNITARY Introducing Others to a Dignitary

If it is an informal introduction, you can simply respond with, “Hello,” or you can add additional information, such as, “I heard you speak at the seminar.” Keep it brief and friendly. Introducing Yourself to a Dignitary On occasion you may be required to introduce yourself. In these situations, simply approach the person you don’t know, extend your hand, smile, and say, “Hello, I am [first name last name],” adding your title or position such as “I am the Protocol Host,” or “I am here representing the City of Vancouver.” Take notice of your environment and other conversations going on. Do not interrupt someone who is having a conversation with another individual.

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When you meet someone you have met before, and they donâ&#x20AC;&#x2122;t recognize you, help them remember you. Say something such as â&#x20AC;&#x153;Hello [greeting], I am [first name last name] with the City of Vancouver. We met at this conference last year.â&#x20AC;? This simple gesture takes the pressure off the other person, who may be trying to remember your name. It also provides a conversation starter. Even if you donâ&#x20AC;&#x2122;t remember the precise etiquette, by putting people at ease and showing proper respect, your actions will be acceptable.

5.6 ACCOMPANYING AND WORKING WITH DIGNITARIES When walking, the dignitary should be on your right. If the dignitaryâ&#x20AC;&#x2122;s spouse and/or family is walking with you (and you do not have an additional assigned Protocol Host) try to ensure they remain with the entourage. When entering a room, the individual with the highest seniority goes first. Working with Dignitaries From top: Signal for â&#x20AC;&#x153;5 minutes to goâ&#x20AC;?; signal for â&#x20AC;&#x153;Our time is upâ&#x20AC;?.

Site-Specific Assistance If a dignitary is going to enter an unfamiliar room with a large group of people and the media are present, debrief the dignitary on what to expect. If there are several steps to navigate upon entering a crowded room, inform them as to the safest route. Hand Signals for Inconspicuous Communications You can assist your dignitary by establishing signals in advance so that they can remain on schedule. Pictured at right are some common signals that indicate â&#x20AC;&#x2DC;Five minutes to goâ&#x20AC;&#x2122; and â&#x20AC;&#x2DC;Our time is upâ&#x20AC;&#x2122;. The â&#x20AC;&#x153;Body-To-Bodyâ&#x20AC;? Check Aid your dignitary by discreetly noting if anything is out of place. Most people would prefer to hear from you before a situation becomes embarrassing. Dignitaries will appreciate that you are watching out for them.

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5.7 MAKING CONVERSATION WITH DIGNITARIES Always take the lead from the dignitary. Try not to be ‘chatty’. If a dignitary asks questions, try your best to answer them. If they appear quiet, respect their need for silence. Conversation about the weather is acceptable, and does not have to be cliché. “Yes, our climate is generally mild year-round.” As Protocol Host you have the opportunity to promote Vancouver to the dignitary. Take this opportunity to highlight First Nations culture, museums, City history, public art, etc. Ask thoughtful questions. Be informed about current events. Avoid topics such as politics or religion, personal health issues, marital problems, rumours or gossip. You are not a spokesperson for other outside organizations. Avoid voicing personal opinions.

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Parting After an Event or Reception When escorting dignitaries back to the main exit, thank them for attending. Shake each person’s hand firmly, make eye contact and try to ensure that your non-verbal and verbal communications assure them that you enjoyed their involvement at the event.

Performing your Protocol duties can sometimes require common sense and personal judgement. Always use tact and be respectfully considerate of all individuals in your group. Apply your active listening skills. Good listeners are more mindful of their surroundings and their responsibilities as a Protocol Host. Even if you find the discussion uninteresting, focus your attention on the conversation. Avoid speaking loudly if you feel you are not being understood. Speak calmly and with clarity. When an interpreter is present, direct your attention to the dignitary, while speaking clearly so that the interpreter can hear you. Stop after a number of sentences to allow time for the interpreter to translate.

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Informal Conversation at Receptions When engaging in conversation with people you are unfamiliar with, take a discrete look at their name tags, look them in the eye, offer a firm handshake, and say: “Hello, my name is [first name last name]” and follow up with a comment that tells them something about your position or role. Make sure that the person with whom you are speaking receives your full attention. Whether speaking with one person or a group, it is rude to look around as if searching for someone “more important” with whom to speak. Exiting from a Conversation at a Reception At some point conversations come to a natural end. Look for cues for when it is time to move on, and make a graceful exit. Here are some ideas as to what to say: “Excuse me while I say hello to [name].” If there is an opportunity to bring another person into the conversation: “Let me introduce you to [first name last name].” “I’ve enjoyed speaking with you...” However, it is important not to leave the side of the dignitary, if they are otherwise unoccupied or alone. 5.8 HOW TO “RECOVER” Getting Through Awkward Moments If you forget someone’s name, be honest and recover by saying (for example) “I remember our chat at the reception, but I cannot place your name at the moment”. Help the other person by introducing yourself again. In conversation, use the names of those around you. This will help those who may be meeting for the first time place names with faces. If you have not been introduced, take the initiative and introduce yourself. Don’t ask for an introduction. Stand, extend your hand, smile and say, “Hello. I’m [name], Host Team member.” If you are introduced and others are not, take the initiative to introduce them if they are standing near you.

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Be helpful but discreet in embarrassing situations. Try to move the individual out of hearing range of others, and quietly let them know “Your trouser zipper is open,” or “A button has come undone”. 5.9 BUSINESS CARD ETIQUETTE Remember to exchange business cards as a courtesy and a communications aid. Present and receive business cards with both hands (typical in Asian countries). Be sure to have the side with the host language face up. Never use your left hand to offer or receive a card. The left hand is reserved for “unclean” functions in Middle Eastern cultures.

Present and receive with both hands.

Take the time to read the information provided on a card when it is offered to you. This simple act shows your interest in the person. How and When to Present your Business Card Be selective about who you give your business card to. Some people give their business card to anyone they meet regardless of relevance. If you are with a large group of people, try not to hand your card out to everyone. It may be perceived as too assertive, or it may create the impression that you are trying to sell something.

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Embarrassing Situations

Be unobtrusive about giving someone your card at a social function. Think of it as a private exchange between two individuals. Business cards should not be exchanged during a meal. Only exchange cards that are current and in good condition. People may ask for your business card at any time, so carry them with you to all functions. If you have run out of cards, apologize, and write your information on a piece of paper. Once You Have Received a Card

Use business cards to help organize seating order.

Business cards can help you keep track of who is sitting where, by arranging them in seating order. Do so if appropriate.

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5.10 WORKING WITH MOBILE PHONES AND PDAs Mobile phone etiquette is still evolving, and like social practices, it can be situational. Think about where you are and who you are with, and act accordingly. When You Are With a Dignitary If you have your mobile phone on to receive calls set it on silent/ vibrate or set a distinctive tone for incoming calls from important numbers such as from Protocol Operations,. If you receive a call, politely excuse yourself from the dignitary, and step away. Try to keep the phone call short and discreet. Do not take personal calls. Tips for Using your Mobile Phone in Public • Turn the ringer off in quiet places. The vibrate mode will signal incoming calls without disturbing others. • Keep your attention with the people you are attending to. If you take calls when you’re in the middle of a conversation, you can make your delegates/guests feel unimportant. • Avoid making repeated calls. • Keep your phone conversations polite. People nearby may not listen-in, but it is hard to ignore off-colour comments. • Keep your phone conversations discreet. Do not talk about personal subjects, especially in public places. • Speak as quietly as you can to avoid bothering others nearby. • Keep calls as short as possible. The longer the call, the greater the irritation for those who you should be attending to. No “Tweeting”. Although Twitter and other social networking sites are popular, when at a reception or in the presence of others, do not use these applications.

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The following are guidelines for working with an interpreter at events and meetings, as well as some common courtesies. Ensure the interpreter is comfortable and has everything that they need. Position the interpreter between and slightly behind the two dignitaries that require interpretive services. The dignitaries should be able to see each other clearly in order to convey body language and gestures. Make certain the interpreter is treated courteously. If necessary, brief the interpreter in advance on dress code. Working with an Interpreter During a Meeting Rank, title and position in business or government are very important to most dignitaries, so it is important that introductions are translated slowly and clearly. Remember that speeches may take up to twice as long when using consecutive interpretation. Plan for a longer delivery time. Agree on prearranged signals with your interpreter so they can indicate to others if you are speaking too quickly or too slowly.

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5.11 WORKING WITH INTERPRETERS

Whether speaking to a single person or a large audience, speak to your audience and not directly to the interpreter. If charts or visual graphics are a part of the meeting, allow the interpreter time to describe each one. Avoid jargon, acronyms and buzz words. A play-on-words, topical references, or technical language will become road-blocks to the flow of good communications. Humour can be hard to translate. Use humour cautiously. After the interpreter translates a dignitaryâ&#x20AC;&#x2122;s comments, respond to the dignitary, not the interpreter. (But in general, donâ&#x20AC;&#x2122;t ignore interpreters, they are professionals and should be treated as such).

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5.12 BILATERAL MEETINGS What is a Bilateral Meeting? A bilateral meeting is the meeting of two parties or dignitaries, such as a Canadian Minister and a Russian Minister, or the Premier of British Columbia and a Japanese Foreign Minister. It allows for discussion and information exchange or sharing of expertise. The purpose of a bilateral meeting is to confirm an agreement that officials may have negotiated in advance. For example: meeting to sign a new bilateral trade agreement. Bilateral meetings also help build collaborative relationships and improve transparency, openness and accountability among delegates. 5.13 ROOM SET-UP FOR A BILATERAL MEETING In a bilateral meeting between the Premier of British Columbia and a Japanese Foreign Minister, the following set-up is appropriate: Example of a bilateral meeting set-up.

The flags of the Japan, Canada and British Columbia are positioned at the head of the room. The Japanese flag is in the place of honour, to the left of the Canadian national flag (when facing the podium). The provincial flag is to the right. Delegates may be seated at a table with desktop flags. (Where possible, do not use these, as they may easily topple over). • Ensure there is sufficient seating for everyone; • Have coffee, tea and water available at the back of the room (additional refreshments may be costly, ordering these may be unacceptable); • Make sure that the walls have no distracting artwork. If photographers are present, find a suitable area (in advance of the meeting) with a simple background, flags or city view to position delegates if a photo opportunity is requested; • Turn off all televisions and radios prior to the start of the event. Switch mobile phones to silent mode;

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• Place the guest country officials at the left side of the table when facing the podium. The host delegation sits opposite; • While the meeting is underway, the Protocol Host can remain at the back of the room (or nearby), observing and attentive to any additional needs that may arise. As Protocol Host, although you have been very involved in planning an event, you are not a participant in the ceremony. It is important to keep a low profile.

5.14 COURTESY CALLS What is a Courtesy Call? A courtesy call is a meeting requested by an official or dignitary when they are planning a visit to a host’s city. Often the request involves meeting the officials counterpart. The meeting is usually of symbolic value and rarely involves a detailed discussion of issues. Courtesy Call Meeting Tips Dignitaries often exchange gifts or pins when on courtesy calls. Determine in advance if the Ambassador is bringing gifts so that these can be reciprocated. Flags can be displayed if they are not already part of a regular office set-up.

Her Excellency, the Governor General of Canada and Mexican President Felipe Calderón Hinojosa.

Protocol Officers provide the Mayor with a one page briefing with key information: who the dignitary is; who they represent; and purpose for meeting. Often there is no formal agenda. Provide your dignitary with a briefing on any issues that may arise, and suggested answers. Monitor the time and help the dignitary, and/or the Mayor, maintain the itinerary. Keep a record of the date, time, participants involved and any outcomes.

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Courtesy calls can generate economic opportunities. For example, in 2009, the Canadian Governor Generalâ&#x20AC;&#x2122;s Secretary made a courtesy call to City of Vancouverâ&#x20AC;&#x2122;s Mayor Gregor Robertson. As a result of the conversation, the Secretary invited the Mayor to accompany the Governor General to a meeting in Oslo Norway, where she was speaking to a large group of green technology companies. With Vancouverâ&#x20AC;&#x2122;s â&#x20AC;&#x153;Green Cityâ&#x20AC;? initiative, this Oslo meeting presented an excellent economic opportunity for the City.

5.15 TIPS FOR CONDUCT AT ALL MEETINGS When a guest enters the meeting room or joins the table, others should rise and greet the person accordingly. Listening to others and being interested in the conversation is a key to protocol etiquette and diplomacy. Listening includes responding with appropriate facial expressions and body movements: leaning forward, being attentive, showing interest. Never interrupt. Interrupting stops the flow of information and can be rude. Do not remove your suit jacket unless the host or hostess does so, or specifically makes the suggestion. If you remove your jacket, do not put it on another chair, keep it with you. Remember to take any materials you or your dignitary received during a meeting, as well as any other items you brought with you. Seating Configurations The chairperson should always sit at the head of the table. You can easily determine where the head of the table is by noting placement of blackboards, easels, and screens. They should always be behind, or slightly to one side of, the head of the table, and the chairperson should face the main entrance. Invitations Even if the meeting location is familiar, invitees will still require details. Send invitations with the building address, floor, room or suite. Include the meeting start and end times. Indicate appropriate attire for the occasion. For the meeting, provide a telephone number to serve as a message center for participants.

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6.0 Handling Visits P ROTOCO L M A N UA L

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6.0 HANDLING VISITS

This section familiarizes the Protocol Host with following itineraries and introduces the 360 Protocol Technique. 6.1 FOLLOWING AN ITINERARY Dignitaries need to have a schedule that they can follow. Your job as Protocol Host is to familiarize yourself with this schedule, so that dignitaries and others know the sequence and timing of events that will occur throughout the day and/or evening. Within this document you will be provided with key contacts, and other important information. This document is called an itinerary. A simple itinerary can range from a one day plan that includes a brief description of events, and the start and end time of each meeting. A detailed itinerary can be a complex multi-day document that includes seating plans, maps of buildings and other important information. See the Appendix 8 for a sample Event Plan and Appendix 11 for a sample Itinerary

An event plan is a formalized program of all of the specific activities that will happen within an event. The planning and design of an itinerary and an event plan are the responsibility of the designated Protocol Officer who is acting as the event File Coordinator. The Protocol Host will be provided and briefed on details by the designated Protocol Officer. Itineraries should not be shared with others, as confidentiality and security may be important. It is the Protocol Hostâ&#x20AC;&#x2122;s responsibility to become familiar with the components within an itinerary, and coordinate with others. PCC Captains or File Coordinators will create and manage itineraries for the 2010 Winter Games.

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Components of an itinerary might include (in a chart format): â&#x20AC;˘ A cover page and heading stating Host City, event(s) and visiting dignitaries; â&#x20AC;˘ Header on each page stating the name of the visiting delegation or delegationâ&#x20AC;&#x2122;s main representative, full formal titles for Hosts and dignitaries, and the dates of all meetings and events; â&#x20AC;˘ A detailed daily schedule of meetings and events; â&#x20AC;˘ List of gifts to be presented and to whom; â&#x20AC;˘ Event location addresses and phone numbers, contact person for each meeting and event; â&#x20AC;˘ Dietary requirements for specific guests.

A Good Itinerary â&#x20AC;Ś

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Itinerary Details

... is very visual and branded. It will also be as detailed as possible. The plan will never put one individual in a position where they may make themselves indispensable. Any Protocol Host should be able to pick up an itinerary and carry out their responsibilities. ... builds in time/travel buffers. Building in buffers may be of utmost importance. Traffic may be a challenge when keeping to schedule. Extra time should be considered when calculating travel time. If you arrive early, have ideas on how to stall for time. For example, take a brief walk with a Vancouver vista. If you arrive late, you may need to adjust the length of the stop. Do not jeopardize the schedule by insisting on staying at planned stops for their full length of time. Discuss the agenda with the Protocol Officer and others, so that everyone is aware of the situation. ... builds in personal time such as toilet breaks. Visitors may be shy in asking, but pleased that you have accommodated them.

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... is balanced and has an appropriate number of activities. With many scheduled activities the day may feel rushed, too few and a scheduled stop can seem to take too long. Adjust yourself to the pace set by the Protocol Officers itinerary. If something seems out of place, let your PO know. ... is appropriately confidential. When travelling and calling ahead to announce your scheduled arrival, be discreet about your groupâ&#x20AC;&#x2122;s location and/or destination. For security reasons, and in keeping with itinerary confidentiality, keep these details to those on a need-to-know basis. 6.2 THE â&#x20AC;&#x153;360â&#x20AC;? PROTOCOL TECHNIQUE What is a 360? A 360 is a method protocol officers use to observe a room or an event location. An experienced officer will perform a 360 at any protocol related event. The key is that you carry out a 360 continually throughout an event. It is not something you do once and then never do again. When you are on duty, you should be doing a 360. A 360 is also used as a way of asking questions, to get as much information as possible. Ask â&#x20AC;&#x153;whatâ&#x20AC;?, â&#x20AC;&#x153;whereâ&#x20AC;?, â&#x20AC;&#x153;whyâ&#x20AC;?, â&#x20AC;&#x153;whoâ&#x20AC;?, â&#x20AC;&#x153;whenâ&#x20AC;? and â&#x20AC;&#x153;howâ&#x20AC;?. Be as thorough as possible. The Benefits of a 360 Performing a 360 in a systematic fashion can help you eliminate risks. For example, you might see dignitaries in the wrong seat, a flag incorrectly displayed or name card out of place. You might see someone who is an intruder or someone who is having problems breathing. You might get an answer to a question that identifies a problem you hadnâ&#x20AC;&#x2122;t even thought of. By taking measures to proactively identify these risks early, you and your team have a chance to act early, too.

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Step 1 - Enter the room or location First, walk in and look from left to right. Step 2 - Perform a General Sweep Scan the room from left to right, at eye level. Look at tables, chairs, people and which dignitaries are in attendance. Step 3 - Perform a â&#x20AC;&#x153;Pulse Chartâ&#x20AC;? Scan Do a second scan. Think of it as a â&#x20AC;&#x153;pulse chartâ&#x20AC;?. Scan in a zig zag with your eyes above and below tables, chairs, etc. Your eyes should move from floor to ceiling. Look to see if anything is out of place. Are there light fixtures or cords in the way? Are all displays stable? Are flags in the correct order? Is the registration desk fully staffed? Step 4 - Perform an â&#x20AC;&#x153;Out of Placeâ&#x20AC;? Scan Perform a third â&#x20AC;&#x153;Out of Placeâ&#x20AC;? scan. With this scan you are looking for items that stand out; inappropriate bags under a table, wiring that shouldnâ&#x20AC;&#x2122;t be there, people that should not be in the room. By looking for these things, you are serving as an extra pair of eyes for security on site.

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How to Perform an Observational 360 When Entering a Room or Location

Step 5 - Repeat all Steps Again Continuously You can use a 360 out of doors as well. For example, walking from a building to a parking lot. You can look around at bushes, parked cars, etc. A 360 is a good technique to enhance both your personal security and the security of a guest. The 360 in Action At the Queenâ&#x20AC;&#x2122;s visit in 2002 at the University of British Columbia (UBC), a stage had been built with eight seats on it. These seats were for the 8 dignitaries who would accompany the Queen. About 20 minutes before the Queen was due to arrive, a Protocol Officer (PO) did a 360 and noticed something out of place. None of the 8 chairs had signs with names attached to them. No signs meant that the dignitaries would be confused as to where they were to sit. The PO alerted the UBC protocol team and within 10 minutes all of the seats had name cards attached to them.

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7.0 Interacting With Dignitaries P ROTOCO L M A N UA L

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7.0 INTERACTING WITH DIGNITARIES In this section, we discuss how to respond to questions from dignitaries, how to use proper hand signals, and how to give spoken directions. We also talk about your rights when dealing with a dignitary. 7.1 RESPONDING TO QUESTIONS/REQUESTS Dignitaries may ask you questions, or make a special request. Here are some tips on responding to them in an appropriate fashion. Be Positive, Yet Realistic Try to respond positively to dignitaries wherever possible, taking into account the feasibility and reasonableness of the request, the resources required (time/money) and the potential impact on others (time). If you do not have an immediate response to a question or request, check with the Protocol Operations Centre or another Protocol Officer to see if someone has an answer. Do not drop the subject. If it is a challenge, the dignitary will be pleased that you have put some effort into answering their request. Always ensure you respond back to a dignitary. Questions that Require Tactful Answers Some questions may be awkward. Here are a few that might come up: â&#x20AC;˘ Being asked to comment on government or City policies; â&#x20AC;˘ Being asked about relations between their country or organization and Canada; â&#x20AC;˘ Being asked to pay for gifts; â&#x20AC;˘ Being asked to provide a â&#x20AC;&#x2DC;personal serviceâ&#x20AC;&#x2122;, or propositioned. Polite responses to awkward or inappropriate questions include: â&#x20AC;&#x153;I am expected to return to the Protocol Operations Centre by [time]â&#x20AC;?

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Unless you have authorization to make a purchase for the dignitary, let the dignitary pay for it. If you buy it, you may be left with the bill. 7.2 KNOWING YOUR RIGHTS As a Protocol Host, you may encounter socially uncomfortable situations particularly in a party or celebratory atmosphere. While your purpose is to ensure that the dignitary has a pleasant and productive visit, you also have personal rights that must be respected. Avoiding uncomfortable situations: â&#x20AC;˘ Listen to your intuition and try to stay calm; â&#x20AC;˘ Stay in public places. Avoid going into the dignitaryâ&#x20AC;&#x2122;s room; â&#x20AC;˘ Let others know where you are; â&#x20AC;˘ Use your phone to call someone; â&#x20AC;˘ Have a buddy, keep an eye out for each other. If a verbal conflict occurs: â&#x20AC;˘ Do your best to stay polite and calm; â&#x20AC;˘ Never confront, argue or escalate, let the person vent; â&#x20AC;˘ Count to 10 before responding;

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Dignitaries Need to Pay for their Own Gifts, Not You

â&#x20AC;&#x153;I fully understand your feelings. Iâ&#x20AC;&#x2122;m sorry about that.â&#x20AC;?; â&#x20AC;˘ Call your manager or director for help. If a physical altercation occurs: â&#x20AC;˘ Stay out of it. Call security; â&#x20AC;˘ If youâ&#x20AC;&#x2122;re being pushed, back off (In an international situation, youâ&#x20AC;&#x2122;re not going to win); â&#x20AC;˘ Leave if the dignitary becomes too threatening.

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7.3 USING PROPER HAND SIGNALS As Protocol Host, you will need to direct people and vehicles using hand signals. There are proper ways to do this, using standard, non-offensive signals that everyone understands.

Correct way to point: use an

Indicating â&#x20AC;&#x153;Not

open hand

this wayâ&#x20AC;?

Indicating â&#x20AC;&#x153;Move forward,

Indicating â&#x20AC;&#x153;Move

pleaseâ&#x20AC;?

sideways, pleaseâ&#x20AC;?

Indicating â&#x20AC;&#x153;Stop hereâ&#x20AC;? to a vehicle. Indicating â&#x20AC;&#x153;Good to goâ&#x20AC;? to a vehicle driver

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You will be constantly interacting with your dignitaries and fellow protocol officers. Here are some tips on how to communicate well: â&#x20AC;˘ Be polite and calm. â&#x20AC;&#x153;Excuse me. My apologies. We should be going this way.â&#x20AC;?; â&#x20AC;˘ Your body language should be relaxed and non-aggressive; â&#x20AC;˘ Volume-moderated and location appropriate. You probably need more volume at a hockey game than in a hotel lobby; â&#x20AC;˘ Avoid yelling and booming commands; â&#x20AC;˘ Use clear, simple and concise words. For example: â&#x20AC;&#x153;Minister, to stay on schedule, we must proceed to the vehicle now.â&#x20AC;?; â&#x20AC;˘ Never grasp a dignitaries arm or clothing.

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7.4 GIVING DIRECTIONS

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8.0 Situational Protocol P ROTOCO L M A N UA L

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9.0 SITUATIONAL PROTOCOL

Murphy’s Law states that “Whatever can go wrong ... will.” It is attributed to an Air Force Captain Ed Murphy who, in 1949, coined the now-famous phrase when a series of errors and problems kept appearing at a California Air Force Base. The purpose of this saying is to remind ourselves that adhering to proper protocol can be difficult at times. To do your work well, you may sometimes encounter challenging situations. You will need to be resourceful, flexible and creative in solving these situations as they arise. This section looks at some problem solving techniques and processes for addressing protocol issues that may arise. 9.1 PROBLEM SOLVING – THE SCALE

The Egyptian ‘Weighing of

Challenges will inevitably arise. International events can be subject to protests and incidents. When faced with challenges, be prepared to problem solve. It is helpful to have a structured approach to assessing and dealing with them. For example, you can “weigh” the situation you are facing, using the idea of a scale.

the Heart’ in the afterlife.

The Weighing of the Heart Ancient Egyptians believed that after a person died, the heart would reveal all of their good and bad deeds. The god Anubis would weigh the heart on a scale against the feather of Maat (goddess of truth and justice). If the heart was lighter than the feather, the person would be worthy to live forever in paradise with Osiris. If the heart was heavier, it was devoured by the demon Ammut. Visualizing the Scale When trying to solve protocol challenges, use a mental image of a scale to help “weigh” your decision. In this case, you’re trying to keep everything on that scale in balance by meeting the needs, maintaining the dignity and respect of a dignitary while following rules and procedures that are in place.

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The metaphor of the scale and its use in protocol can also be seen as the success (or failure!) of an event. The reputation of a dignitary, individual, organization and/or protocol team is at stake. Use the image of a scale to

9.2 PROBLEM SOLVING CHECKLISTS When dealing with protocol problems the situation may be ambiguous. Often, what you need to do is assess a situation, then use your experience and judgment to make the best decision possible. Regardless if your solution is right or wrong, you’ve made a decision. If you lack clarity in understanding what the right answer could be, this can be uncomfortable. There is no ready made answers on addressing every protocol problem you might encounter. Instead, use a mental checklist, based on the idea of giving equal weight to all elements. How to Solve Protocol Problems

help solve problems.

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Protocol Hosts are trying to balance this scale constantly given the myriad of responsibilities the role requires. Remember that protocol is about gluing two entities together. Using the scale analogy, if in the end, both parties feel they are being treated with dignity,respect and courtesy, the scale is in balance.

• Assess the situation; • Use a mental checklist, including a scale, to help you; • Ask for help from team mates. Brainstorm options. Go to your Protocol Captain, Officer or a senior member for help troubleshooting situations; • Recognize that there is no perfect, “one-size-fits-all” response, and that you do not have to know all the answers; • Make your best decision; • Remember that solutions require experience and judgment. See Appendix 15 for Checklist: Five Steps to Protocol Problem Solving

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S I T UAT I O N A L P R O TO CO L P ROTOCO L M A N UA L

A Checklist to Help Balance the Protocol Scale 1. What is the impact on me, personally? (Am I putting myself in danger if I refuse entrance to a man with a duffel bag?). 2. What is the impact on the event? (Do we want unsolicited guests at an invitation only reception?). 3. What is the impact on diplomatic relations or my organizationâ&#x20AC;&#x2122;s reputation? (Are the Zimbabweans going to be happy with Canada for having raised their flag upside down? What impact would it have on Canadaâ&#x20AC;&#x2122;s reputation if the media publicized the error?). 4. What is the impact on the organizations finances? (If a dignitary asks for a ticket to the Games Opening Ceremonies, the cost is $1100. If they want a ticket to the China/Finland hockey game, the cost is $75.). 5. What is the impact on timelines? (For example, if a dignitary wants to take additional time to shop for souvenirs. Will it interfere with the itinerary?).

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9.0 Self Care P ROTOCO L M A N UA L

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S E L F C A R E P ROTOCO L M A N UA L

9.0 SELF CARE This section provides on the job tips such as attire, working with the buddy system, staying healthy, personally preparing yourself and staying alert while fulfilling your duties as Protocol Host. 9.1 APPROPRIATE ATTIRE It is important to wear clothing that fits properly. Never dress in clothes that are too tight, they may make a slim person look gaunt and a large person look heavier. Make sure all attire is clean and pressed. Dress shirts may stain easily. Some protocol personnel carry extra shirts with them. Avoid wearing short socks. If they are too short, they may show bare leg when you sit down. Wear knee-high socks or stockings that reach above the calf. Socks should match pant colour. Accessories such as jewelry should be conservative. Hair should be kept tidy yet stylish. Tailored Suits It is better to buy fewer suits of a higher quality, as they will fit well and last longer. Have suits altered to fit your body type. Double-breasted suit jackets should be kept buttoned up. Neck Ties and Dress Shirts Ties should fall to the top of the trouser, pant or skirt. Simple stripes and small patterns on ties are best. The fit of a shirt at the neck is important. It should fit comfortably and not restrict you. Shirt cuffs should extend about an inch below the sleeve of the jacket. Avoid short-sleeved shirts, as they are not always viewed as professional. Wear suits that ďŹ t well. Dress shirts should be clean and pressed.

Footwear Ensure shoes are in good repair and are regularly cleaned and polished. When leather shoes lose their shape, it may be time to replace them. Conservative footwear styles include laced Oxfords, wing tips and leather loafers in black or brown.

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9.2 ON THE JOB Use the Buddy System Work with a buddy. Pair-up so that you have someone keeping an eye on your whereabouts and vice versa. You can help each other be presentable (“Julie, you have a run in your stockings”) and keep energy up when one or the other is getting tired. As well, on occasion one Protocol Host can advance scout a location or event to make sure all is in order, while the other remains with the dignitary.

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Brightly coloured footwear and half-boot shoes may not be typically appropriate. Women should wear shoes that are comfortable to walk and stand in. Take into consideration you may be on your feet all day, and be required to walk on grass or uneven ground.

Use the buddy system when leaving a venue or event at night. Ensure you take all personal security precautions available to you. A word of caution: Be careful about getting caught up in the “buddy huddle”. Sometimes as hosts we tend to cluster and talk in our small groups, when we should be paying attention to our guests. Get Key Contacts Make sure you have key phone numbers for important contacts such as: the vehicle or van driver; suppliers; venue or event staff; other key protocol staff including colleagues on other portions of the program; and emergency contacts. Take Breaks When you Can Sit down when it is appropriate to do so, or take short breaks throughout the day to keep your energy up. Bring Extras With You Bring an additional tie, a spare set of nylons, a handkerchief, your mobile charger, a granola bar, etc. You may be unable to leave the site to purchase these when you’re on duty.

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9.3 PERSONAL PREPARATIONS Plan for Personal Responsibilities Make sure any personal responsibilities are covered and that you have back-ups in place if an event runs later than expected. If your workload is getting to be too much, speak to your supervisor about whatâ&#x20AC;&#x2122;s happening to see if someone else can assist you. Schedule Downtime During multi-day events, make sure you build in time to take a break for yourself. You may be far more effective in your role as Protocol Host, when you have stepped back for a moment and caught your breath. Plan some scheduled downtime each day that will help you focus and relax. Treat Yourself Allow yourself a reward for a job well done, or for getting through a particularly tough challenge. Acknowledging yourself will allow you to reflect on past achievements, and reinforce healthy self-esteem. 9.4 LEARN FROM MISTAKES Mistakes can teach us more than our triumphs, if we are willing to learn. Write down any incidents, and think about what you might have done differently. This simple exercise can pay enormous benefits, particularly if you share your ideas with your team mates during a planned de-brief.

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10.0 VANOC Olympic Games Protocol P ROTOCO L M A N UA L

Vancouver Olympic/ Paralympic Centre at Hillcrest Nat Bailey Stadium Park.

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10.0 VANOC OLYMPIC GAMES PROTOCOL

In this section we explore the fundamentals of the Olympic and Paralympic Winter Games. As an Protocol Host, it is important to gain knowledge of the Games in order to become confident in representing the Host City. For Vancouver, the benefits of hosting the world will continue long after the Closing Ceremonies are over. The 2010 Winter Games will not only provide memories to last a lifetime, but will also enhance Vancouver with first-class sports facilities, public transit, green buildings and arts and culture â&#x20AC;&#x201D; legacies that residents and visitors alike will enjoy and appreciate for years to come. 10.1 SCOPE OF THE GAMES How big are the Games? The Vancouver 2010 Winter Games has been designated a â&#x20AC;&#x153;Mega Eventâ&#x20AC;? by the Federal Government and as such, will be the first mega-event in Canada in the post-9/11 era. They will test our security and law enforcement agencies, who will have to balance security requirements and civil liberties. (Source: priv.gc.ca/speech/2009/sp-d_090202_e.cfm)

There will be: â&#x20AC;˘ 5,500 Olympic Games athletes and officials â&#x20AC;˘ 1,350 Paralympic Games athletes and officials â&#x20AC;˘ 80+ countries participating in Olympic Winter Games â&#x20AC;˘ 40+ countries participating in Paralympic Winter Games â&#x20AC;˘ 1.8 million event tickets sold â&#x20AC;˘ 10,000 accredited media representatives â&#x20AC;˘ 3 billion worldwide television viewers â&#x20AC;˘ 250,000 or more visitors â&#x20AC;˘ 55,000 workforce â&#x20AC;˘ 25,000 volunteers â&#x20AC;˘ $10 billion in economic benefits.

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Vancouver Organizing Committee for the 2010 Olympic and Paralympic Winter Games The Vancouver Organizing Committee for the 2010 Olympic and Paralympic Winter Games (VANOC) is a not-for-profit organization, incorporated under the Canada Corporations Act. Supported in part by the Government of Canada and the Government of British Columbia, VANOC is responsible for the planning, organizing, financing, and staging of the Games. VANOC is guided by a 20-member board of directors nominated by the Government of Canada, the Province of British Columbia, the City of Vancouver, the Resort Municipality of Whistler, the Canadian Olympic Committee, the Canadian Paralympic Committees and Four Host First Nations. Vancouver 2010 Partners Many partner organizations are working closely with VANOC and each other to ensure the success of the 2010 Winter Games. It will be helpful for Protocol Hosts to be familiar with the key partners who are committed to ensuring the success of the Games and lasting legacies for all Canadians.

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10.2 VANCOUVER 2010 PARTNERS

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Vancouver 2010 Partners at-a-Glance

Senior Government Partners Government of Canada Province of British Columbia City of Vancouver Resort Municipality of Whistler Sport Partners Canadian Olympic Committee Canadian Paralympic Committee Four Host First Nations Lilâ&#x20AC;&#x2122;wat Musqueam Squamish Tsleil-Waututh Venue Cities City of Richmond City of Surrey West Vancouver Contributing Provinces and Territories Alberta, Manitoba, Northwest Territories, Newfoundland and Labrador, Nova Scotia, Nunavut, Ontario, Prince Edward Island, Quebec, Saskatchewan, Yukon The Government of Canada The Government of Canada is a proud partner in the planning and staging of Canadaâ&#x20AC;&#x2122;s Games; the Vancouver 2010 Olympic and Paralympic Winter Games. Its total commitment to the Games is $1.215 billion, distributed to a number of initiatives, and it is committed to ensuring these investments result in lasting legacies for all Canadians. The Games represent an opportunity to shine a light on Canada as an innovative, inclusive, and progressive nation that boasts one of the highest standards of living in the world.

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Visit canada2010.gc.ca for comprehensive information. Province of British Columbia The British Columbia 2010 Olympic and Paralympic Winter Games Secretariat (BC Secretariat) provides the strategic leadership, coordination, and oversight to ensure the Province meets its financial infrastructure and service commitments. The Province has committed $600 million to venue construction, endowments, and legacies. The BC Secretariat also has a key role in ensuring that the sustainable economic, cultural, sport, and social opportunities associated with hosting the Games evolve into enduring legacies for communities and businesses throughout British Columbia. 2010 Legacies Now, an organization created by the Provincial Government, works with community-based organizations to develop initiatives that support athletes from playground to podium, and to ensure every region in BC benefits from the arts, volunteer, literacy, sports and recreation legacies that will result from the Games. Its three areas of emphasis are sport development, community capacity building, and encouraging communities across BC to build their own 2010 legacy opportunities.

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On behalf of the Government of Canada, the 2010 Federal Secretariat works with Games Partners, federal departments and agencies, and other stakeholders to provide leadership, advice, and coordinating functions.

City of Vancouver On July 2, 2003, the International Olympic Committee chose Vancouver as the Host City of the 2010 Winter Games. The City of Vancouver is using the 2010 Winter Games to establish physical, social, economic, and environmental legacies to benefit its citizens. It is hosting seven of the 15 competition and non-competition venues. Visit olympichostcity.vancouver.ca for additional information.

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Resort Municipality of Whistler As the Host Mountain Resort, Whistler aims to use the 2010 Winter Games to foster business success, maximize tourism opportunities, build awareness for Whistler, and build capacity within its arts, culture, and heritage communities. Whistler will host six of the 15 competition and noncompetition venues for the 2010 Winter Games and will be the location of a Celebration Site featuring interactive exhibits, displays, and broadcasts of competition and cultural events. Canadian Olympic Committee The Canadian Olympic Committee (COC), is a not-for-profit organization at the helm of the Olympic Movement in Canada. It organizes and prepares teams going to the Olympic and Pan American Games, manages a wide variety of cultural and educational programs promoting Olympic values, and is directly involved in the organization of the 2010 Olympic Games. Canadian Paralympic Committee The Canadian Paralympic Committee (CPC) leads the Paralympic Movement in Canada and is responsible for advancing the goals of the Paralympic Movement at the national level. The CPC organizes and prepares teams going to the Paralympic and Pan American Games, and is directly involved in the organization of the 2010 Paralympic Games. Four Host First Nations The Vancouver 2010 Winter Games will take place on the shared territories of the Lilâ&#x20AC;&#x2122;wat, Musqueam, Squamish, and Tsleil-Waututh (pronounced â&#x20AC;&#x153;slay-wah-toothâ&#x20AC;?) First Nations. These Nations are known collectively as the Four Host First Nations (FHFN).

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Venue Cities The City of Richmond will be home to the Long Track Speed Skating competitions at the new Richmond Olympic Oval (pictured at left). Twelve medal events, awarding 36 medals, will be held over a 14-day period from February 13 to 27, 2010. In addition to hosting Speed Skating, Richmond is planning a number of other programs to mark the 2010 Winter Games to ensure the community derives maximum benefit from this once-ina-lifetime experience. The City of Surrey will be home to a Games Preparation CentreÂ from February 2009 until the end of the Games. It will thenÂ become a multi-purpose recreational facility for Surrey residents. The freestyle skiing and snowboarding events will take place on CypressÂ Mountain in West Vancouver. West Vancouver 2010 is working to create community outreach programs and legacy projects that will connect residents and businesses of West Vancouver with the 2010 Olympic Winter Games.

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In November 2004, each First Nation signed an historic protocol agreement. Under it, they agreed to work together to fully participate in all aspects of the Games, while maximizing for their communities the opportunities and legacies linked to the 2010 Winter Games. This protocol was the first step in the creation of the FHFN Society. It facilitates engagement among the Nations, the Government of Canada, and all Vancouver 2010 Partners. It ensures that the Nationâ&#x20AC;&#x2122;s languages, traditions, protocols, and cultures are meaningfully acknowledged, respected, and represented.

In addition to the above partners, Vancouver 2010 Sponsors, Worldwide Olympic Partners, National Partners, Official Supporters and Official Suppliers are also contributing to the success of the Games. More information can be found at vancouver2010.com.

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10.3 OLYMPIC WINTER GAMES History of the Modern Olympic Games Pierre FrĂŠdy, Baron de Coubertin, (1863-1937) a French aristocrat, educator and athlete, viewed sport as integral to the development of character. He strongly believed that sportâ&#x20AC;&#x2122;s contribution could transcend nations and proposed a revival of the ancient Greek games as a modern elite international sporting event. He founded the International Olympic Committee in Paris in 1894 and two years later the first Olympic Summer Games of the modern era were held in Athens, Greece. The Spirit of the Olympic Movement The spirit of the Olympic Movement is reflected in the 3 pillars of Sport, Culture and Sustainability. Sport has the power to educate, manifest change and bring people together. Culture refers to the wonderful diversity of the human experience. Canada is home to many cultures, each with its own history, traditions, values, spiritual beliefs and language. Our ability as Canadians to celebrate diversity is one of our greatest strengths, and earns us respect around the world. Sustainability encompasses our objectives to manage the social, environmental and economic impact and opportunities of the Games in ways that will create lasting benefits. For example, the Southeast False Creek Olympic Village project that has transformed a former industrial brownfield into a showcase for sustainable living. Vancouver 2010 Olympic Winter Games There will be 17 days of Olympic Games from February 12 to 28, 2010. 15 sports will be represented including: Alpine Skiing; Biathlon; Bobsleigh; Cross-Country Skiing; Curling; Figure Skating; Freestyle Skiing; Ice Hockey; Luge; Nordic Combined; Short Track Speed Skating; Skeleton; Ski Jumping; Snowboard; Speed Skating. Nine competition venue sites in Vancouver and Whistler. 86 medal events in total.

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History of the Paralympic Games In 1948, Sir Ludwig Guttmann organized a sports competition for English World War II veterans with spinal cord-related injuries. Four years later, competitors from the Netherlands joined these games. Later, Olympic-style games for athletes with mobility impairments were organized in Rome in 1960 and are today considered the first Summer Paralympic Games. The inaugural Winter Paralympic Games were held in Ă&#x2013;rnskĂśldsvik [Ĺ&#x201C;rn_scolds_vik] Sweden in 1976. The Spirit of the Paralympic Movement In 2003, the International Paralympic Committe(IPC) adopted a vision statement that reflects the ultimate aim of the Paralympic Movement and a mission statement that formulates the long-term goals of the Movement and the universalizing role of Paralympic sport. Mission: To enable Paralympic Athletes to achieve sporting excellence, and to inspire and excite the world. Motto: â&#x20AC;&#x153;Spirit in Motionâ&#x20AC;? expresses the inspirational character of the movement, as well as the elite performance and strong will of every Paralympian. The spirit of the movement is to contribute to a better world for all people with a disability.

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10.4 PARALYMPIC WINTER GAMES

Vancouver 2010 Paralympic Winter Games There will be 10 days of Paralympic Games from March 12 to 21. Five sports will be represented including: Alpine Skiing; Biathlon; Cross-Country Skiing; Ice Sledge Hockey; Wheelchair Curling Four competition venue sites. Snow events in Whistler: Alpine Skiing; Biathlon and CrossCountry Skiing. Ice events in Vancouver: Ice Sledge Hockey; Wheelchair Curling. 64 medal events in total.

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CITY VENUES/SITES

LOCATION

SPORT / EVENT

Vancouver Olympic/Paralympic Centre (at Hillcrest/Nat Bailey Stadium Park)

Curling Wheelchair Curling

Canada Hockey Place (at GM Place)

Ice Hockey

Pacific Coliseum

Figure Skating Short Track Speed Skating

UBC Thunderbird Arena

Ice Hockey Ice Sledge Hockey Speed Skating

Richmond Oval

MOUNTAIN VENUES/SITES

Cypress Mountain

NON-COMPETITION VENUES/SITES

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VENUES AND SITES AT-A-GLANCE

Whistler Olympic/ Paralympic Park

Whistler Creekside Whistler Sliding Centre

Whistler Medals Plaza (Whistler Village)

Snowboard Freestyle Skiing Cross-Country Skiing (+P) Biathlon (+P) Ski Jumping Nordic Combined Alpine Skiing (+P) Skeleton Luge Bobsleigh Nightly Victory Ceremonies

Whistler Media Center (Whistler Conference Center)

Media-related services

Olympic and Paralympic Village Vancouver

Athletes housing, office space, restaurant & other amenities

Olympic and Paralympic Village Whistler

Athletes housing

BC Place

Opening /Closing Ceremonies Nightly Victory Ceremonies

Canada Place Complex and Vancouver Convention Centre

Main Media Centre and International Broadcast Centre

Killarney Ice Rink

Short Track Speed Skating (Training)

Trout Lake Ice Rink

Figure Skating (Training)

Britannia Ice Rink

Ice Hockey (Training)

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There will be a number of venues that feature Games-related activities. These venues are designed for three specific purposes: â&#x20AC;˘ Competition â&#x20AC;˘ Non-competition â&#x20AC;˘ Training 10.6 COMPETITION VENUES â&#x20AC;˘ The Vancouver Olympic Centre/Vancouver Paralympic Centre at Hillcrest/Nat Bailey Stadium Park for Curling and Wheelchair Curling â&#x20AC;˘ Canada Hockey Place (GM Place) for Ice Hockey â&#x20AC;˘ The Pacific Coliseum for Figure Skating and Short Track Speed Skating â&#x20AC;˘ Richmond Olympic Oval for Speed Skating â&#x20AC;˘ UBC Thunderbird Arena (Doug Mitchell Thunderbird Sports Centre) for Ice Hockey and Ice Sledge Hockey â&#x20AC;˘ Whistler Olympic/Paralympic Park for Cross-Country Skiing, Biathlon, Ski Jumping and Nordic Combined. â&#x20AC;˘ Whistler Creekside for Alpine Skiing â&#x20AC;˘ Cypress Mountain for Snowboard and Freestyle Skiing. 10.7 NON-COMPETITION VENUES

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10.5 VENUES IN VANCOUVER AND WHISTLER

From athlete housing to media centres, there are many sites critical to the Games that will never host a sporting event. Noncompetition venues, used by VANOC and its partners, will ensure the smooth functioning of the Games. â&#x20AC;˘ BC Place Stadium will host the Opening and Closing Ceremonies and the nightly Victory Ceremonies â&#x20AC;˘ The Canada Place Complex and Vancouver Convention Centre will house the Main Media Centre and the International Broadcast Centre

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Training Venues During the 2010 Winter Games the new ice rink at Killarney Community Centre will be the training venue for Short Track Speed Skating. A new skating rink, located at John Hendry Parkâ&#x20AC;&#x2122;s Trout Lake Community Centre, will serve as the training venue for Figure Skating, and Britannia Community Center will be the training venue for Ice Hockey. Olympic and Paralympic Villages: Vancouver and Whistler The Olympic and Paralympic Village Vancouver is located on the southeast side of False Creek in Vancouver. With extraordinary views of the cityâ&#x20AC;&#x2122;s downtown skyline and Coast Mountains, the Olympic and Paralympic Village Vancouver will feature newly constructed low- and mid-rise apartment buildings. With close proximity to the competition venues, athletes will be able to walk or take a short bus ride to the cityâ&#x20AC;&#x2122;s shopping and entertainment districts and can enjoy the nightly Victory Ceremonies and cultural celebrations just moments away at BC Place. Olympic Winter Games planned population: 2,730. Paralympic Winter Games planned population: 350. Elevation: 5 metres The Olympic and Paralympic Village Whistler is located within the scenic Cheakamus Valley and less than 20 minutes from all Whistler competition venues. A short shuttle ride will take athletes to the heart of Whistlerâ&#x20AC;&#x2122;s town centre and the Whistler Celebration Plaza. The Village site is bordered by the Cheakamus River and forested lands and is accessed by a two-lane road and single-lane bridge from Highway 99. The mixture of apartments, townhomes and hostel accommodation was designed to qualify as a Gold Level certification under the new LEED (Leadership in Energy and Environmental Design) Neighbourhood Development rating system. Olympic Winter Games planned population: 2,850. Paralympic Winter Games planned population: 1,200. Elevation: 612 metres

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Another key element to the success of protocol is moving yourself and the dignitaries around. This section provides an overview of the Vancouver 2010 Transportation Plan. Everyone is being advised to take public transportation. Do not drive. Advise dignitaries who you are assisting that public transportation will be the most efficient way to get around. The more people who use public transit, the less congested the streets will be.

It is necessary that athletes, officials and media are able to travel reliably to their respective events while local businesses and residents can continue to function. The City is implementing an easily recognizable and consistent wayfinding program to guide residents and visitors to transit stops, Games-time venues, attractions and landmarks. Pedestrian activity in downtown Vancouver will increase significantly during Games-time. To accommodate this, a number of streets that connect venues will be fully or partially dedicated to pedestrians. These measures will also help to ensure a smooth flow of pedestrian traffic. The following streets will be enhanced for pedestrians between February 12 and February 28, 2010, and will include full and partial restrictions to vehicles: Granville Street between Helmcken Street and Hastings Street; Robson Street between Jervis Street and Beatty Street; Hamilton/Mainland Corridor between David Lam Park and Georgia Street; Beatty Street between Smithe Street and Dunsmuir Street.

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10.8 TRANSPORTATION: GETTING AROUND

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Public Transit The Metro Vancouver transit system is operated by Translink and consists of a network of buses and unique services such as Canada Line and the Seabus, SkyTrain and West Coast Express. Public transit will be one of the best options for getting around during Games-time because of road closures and parking limitations at venues and LiveCity Vancouver celebration sites. Translink will increase transit capacity and hours of service to all venues to assist the huge number of people expected to use transit during the Games. By Vehicle A key objective of the Olympic Transportation Plan is to reduce the number of vehicles in downtown Vancouver during the Games. The planâ&#x20AC;&#x2122;s success depends on a 30% reduction of vehicles on Vancouverâ&#x20AC;&#x2122;s streets. Although there will be no ban on private vehicles downtown during the Games, there will be significant road closures that will limit public vehicle access. In addition, a number of lanes will be dedicated to transit, pedestrians and Olympic traffic. 10.9 TRANSPORTATION ACCREDITAION Three levels of Transportation Accreditation There are three levels of transportation accreditation for dignitaries. These designations will be coded in a box on their Olympic Identity and Accreditation cards. The levels are: T1 = VAPP Vehicle and Parking Pass VANOC will distribute a minimal number of T1 passes, mainly to corporate sponsors and special interest groups. T3 = Taxi Service/Shuttle (Whistler: Shuttle Buses) With a T3, there will be specific drop off/pick-up points for passengers. A specific pick-up time can be requested for dignitaries. The individual must be there at that exact time. If the person is not there, the T3 service will have to leave since their

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TP = All Accredited Individuals. This level includes free access to public transit (buses, SkyTrain, Canada Line). Most dignitaries will have TP status. Dignitaries are being advised to use buses. Keep in mind the T3 requires queuing, so TP will likely be faster. 90% of pick-up areas are intended for the athletes. VANOC personnel are also required to take public transit. • T1 and T3 will have transportation access from Vancouver International Airport. TP will be required to use public transportation (Canada Line). • T1 and T3 will have transportation access to Whistler. TP will be required to use public transportation. There will be pick-up locations (transportation hubs) around the city for public transportation to Whistler. Other Notes • There will be some special considerations for IPPs (International Protected Persons) as related to transportation. • Parking spots are extremely limited. Even if you do have parking spot in the downtown core, take public transit since it will be faster to get around. • Even with a vehicle and parking permit, traffic lineups will be long and slow because of security checks. Try to take public transit instead.

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spot would be lost. This is a queue system with allotted times and minimal space. For example, limousines are banned at Games venues.

• Many extra buses will be added to the system. • Olympic Lanes (designated lanes on major corridors such as sections of Burrard Street and Georgia Street) might not be much faster. • All vehicles will be stopped at security check points and passengers will be expected to show accreditation.

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10.10 VANCOUVER 2010 WEBSITE The Vancouver 2010 website has the latest and most accurate information on the 2010 Winter Games. Go to vancouver2010.com for ticketing information, spectator information, news and feature stories, venues and sport information, a video gallery, downloads and more. 10.11 OLYMPIC GAMES PROTOCOL PREVAILS During the Games, Olympic Protocol has precedence over Canadian protocol in the instance of key ceremonies, flag protocol, role of the Head of State and dignitaries, accreditation, order of precedence and service levels. This is an obligation accepted by the host country. For many, Olympic protocol is very different from what they are used to. It is important to realize the differences! Protocol excerpt from the IOC Olympic Charter: 1. Throughout the period of the Olympic Games, the IOC Executive Board alone has the authority to determine the protocol applicable at all sites and venues placed under the responsibility of the OCOG. 2. At all Olympic functions and events during the Olympic Games, the members, Honorary President, honorary members and honour members of the IOC in their order of seniority, the President, Honorary President and Vice-Presidents leading, take precedence followed by the members of the OCOG, the Presidents of the International Federations (IFs) and the Presidents of the National Olympic Committes (NOCs). 3. The OCOG, the IFs, the NOCs and all other persons accredited at the Olympic Games, in any capacity whatsoever, shall comply with the IOC Protocol Guide, and all other instructions of the IOC Executive Board, in respect of all matters subject to this Rule.

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Accreditation is the process of officially identifying, registering and authorizing access to dignitaries, the media, athletes, workforce, volunteers and sponsors. The Accreditation System for the 2010 Olympic Winter Games identifies the accredited participants for events, manages registration processes and assigns access to buildings, facilities and systems. The accreditation process includes extensive security and immigration verification. The Vancouver 2010 Accreditation Card also serves as an entry visa for Olympic Family members for the duration of the Games. The City of Vancouver is responsible for LiveCity sites and for Protocol Operations Centre accreditation.

Accreditation identifies whether entry is allowed to secure sites and venues, and to Olympic transportation. Access will be provided in accordance with the person’s specific accreditation category, and there may be requirements to accommodate other organizations that require special security passes. Decisions regarding levels of accreditation are influenced by the question: “What is your operational requirement to be there?” Each country’s National Organizing Committee receives accreditation for their Heads of State. The Heads of State receive accreditation to be accompanied by two people in their entourage and two security people.

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10.12 ACCREDITATION FOR THE 2010 OLYMPICS

If a dignitary is not accredited for a specific event and/or location, they will be denied entry. For example: VANOC and partner organizations held a security practice run. One of the scenarios involved a fictitious Tony Blair (the former Prime Minister of Britain). He arrived at a venue with no official accreditation. VANOC was able to provide unsecured public seating, but Mr. Blair had to pay for the tickets and entered the venue through the front of the house.

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Olympic Identity and Accreditation Cards The Accreditation Card is a photo ID that serves to establish the identity of its holder, and validate categories of access and other privileges including dining and transportation. Codes on the card, such as Category, Venue Access, Transportation and Dining, Zone and Seating Access determine access. The card will include personal information such as name, function and organization as well as a recent photo. Background Checks Required The 2010 Winter Games have been designated as a major event by the Government of Canada. As a result, the Vancouver 2010 Integrated Security Unit (V2010 ISU) is mandated to complete security background checks to enhance the security of the Games. People with accreditation may have enhanced access to secure facilities, venues and athletes. The purpose of the security background check is to ensure a safe and successful Winter Games. The V2010 ISU predicts more than 100,000 individuals will require accreditation. Anyone with enhanced access to secure zones within venues and facilities needs to be accredited. This includes athletes, media, coaches, etc. For those people who are not residents of Canada, the V2010 Integrated Security Unit will work with its partners to ensure the necessary checks are done. 10.13 DIGNITARY SECURITY Some of the dignitaries coming to the Games are well-known national and international figures. As such, they must have special protection and security measures in place. This section discusses how law enforcement and others will work to protect dignitaries. • Security is of crucial concern because of the proximity to the U.S. border. • The U.S. has set up a special security area. • Some dignitaries may be in danger of being assassinated and will require extra protection.

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• Security is a service, albeit a very important service. The Protocol Host is responsible for following a dignitary’s itinerary; it is law enforcement that should provide the dignitary security no matter where the dignitary travels. Security comes first. Be realistic and work with the security force. If security has difficulty with a route or venue, consider the security requirements and alter your route. During the Games, while security is one of many services, it is pre-eminent among the services.

Internationally Protected Persons (IPPs) Defined in Canadian Criminal Code Under Section 2 an IPP is a Head of State, a Foreign Minister and/or an Agent of an International Organization (including their family members) or a person designated as an IPP by the Canadian Government. Examples of IPPs • President of the United States of America; • The Governor General of Canada; • Members of Royal families; • Jacques Rogge, Head of International Olympic Committee; Levels of Security Differ • Someone from a small country may get a visit officer;

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• When coordinating the activities of a dignitary where security is a factor, protocol comes first.

• Some dignitaries may prefer security at lower level; other times security measures will be very obvious; • CSIS will complete a ‘threat assessment’ for visiting dignitaries. Consequently, some dignitaries receive low security. The V2010 Integrated Security Unit (ISU) will assign security according to the CSIS’ assessment.

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10.14 ACCREDITATION AND DIGNITARIES Categories of Accreditation for Dignitaries Many combinations of accreditation access will exist. Accreditation can be venue-specific, zone-specific, non-competition only, Whistler only, Vancouver only, etc. The three main levels of accreditation are: 1. Baseline Accreditation Organizing Committee for the Olympic Games (OCOG) guests without upgrade card. This level provides information for security purposes, and does not include site access. Complimentary public transportation is included along with membership to the Special Guest Program and the right to be upgraded. 2. Distinguished Guest OCOG guests with upgrade card. This level of accreditation provides access to Olympic Family seating and lounge. The card will say “All”. Note: this card does not provide access to all venues and events, some restrictions still exist. 3. Honoured Guest This card will read “Infinity”. This provides access to all events and venues. Note: BC Place is a non-accredited venue and requires a ticket to gain admittance. However, Honoured Guests may be provided complementary tickets. Four Levels of Dignitaries at the 2010 Olympics Different levels of dignitaries visiting during Games time include: 1. International Accredited 2. International Non-Accredited 3. Domestic Accredited 4. Domestic Non-Accredited As a Protocol Officer, you need to understand the various levels of dignitaries who will be visiting. Different partners of the Protocol Coordinating Committee (PCC) are responsible for different visitors.

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International Accredited visitors include: • Heads of State and/or Government; • International Sports Ministers; • The International Olympic Committee (IOC); • The International Paralympic Committee (IPC) • Special Guests of representative country’s Olympic/ Paralympic Committees (i.e. the British Olympic Committee). International Accredited visitors will be managed by VANOC. 2. International Non-Accredited Visitors International Non-Accredited visitors include: • Provincial Premiers or State governors; • Mayors/Councillors from foreign cities; • First Nations representatives from other countries. The Protocol Coordination Committee will handle International Non-Accredited visitors. International visitors may arrive without proper accreditation. Many of these people will be trying to gain access to private and special events where they are not allowed. This is where protocol is called upon to calm people. The PCC will have to determine what level of accreditation they can receive. At the Commonwealth Games in Victoria in 1984, a Protocol Officer had to assist with the arrival of nine Nigerian Tribal Chiefs who were seeking status as official visitors. After further examination, the protocol staff determined they did not merit this status which would have allowed them access to events, venues, transportation and so forth.

VA N O C O LY M P I C G A M E S P R O TO CO L P ROTOCO L M A N UA L

1. International Accredited Visitors

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VA N O C O LY M P I C G A M E S P R O TO CO L P ROTOCO L M A N UA L

3. Domestic Accredited Visitors Domestic Accredited visitors include: â&#x20AC;˘ Governor General, Prime Minister, Federal Sport Minister; â&#x20AC;˘ Four Host First Nation Executive; â&#x20AC;˘ Premier of British Columbia (plus one); â&#x20AC;˘ Mayor of Vancouver, City Manager (plus one); VANOC will be responsible for handling these dignitaries. VANOCâ&#x20AC;&#x2122;s accreditations to domestic dignitaries are very limited. These people get access to the Olympic venues, special seating at the events, and access to the Olympic transportation system. Each of the PCC partners has 50 accreditations and some access to upgrades for the accreditation. 4. Domestic Non-Accredited Domestic Non-Accredited visitors include: â&#x20AC;˘ Federal Ministers; â&#x20AC;˘ Provincial Premiers; â&#x20AC;˘ Federal Chiefs of Nations; â&#x20AC;˘ Non-host/venue Mayors of all municipal jurisdictions. Domestic Non-Accredited visitors will be managed by the Protocol Coordination Committee. With over 1600 dignitaries expected, there is a long list of people the PCC will need to accommodate. The partners of the PCC and the types of guests they are responsible for are listed in Appendix 12.

Two Major Types of Accreditation 1) VANOC (as described on page 62) 2) Protocol Operations Centre (POC) Security Access Whereas VANOC provides access to the Olympic sites, transportation, receptions, etc., the City of Vancouver will provide accreditation for access to the Protocol Operations Centre. There are two levels of accreditation at the POC. Level 1 gives entry to the entire building, including the gymnasium floor. Level 2 restricts access to the Main Floor only.

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When a visitor calls or presents themselves at the Protocol Operations Centre, the Protocol Host will be required to complete an intake form. Key items to record include: Name; title; affiliation (city, organization, company); country; role in home state/position; affiliation to event or delegation (e.g. Mayorâ&#x20AC;&#x2122;s reception the following day or part of Jamaican delegation); affiliation to Games; purpose of their visit; have they contacted their consulate (very important). See Appendix 10 for a sample Intake form.

10.16 ANTICIPATED INTERNATIONAL DIGNITARY NUMBERS We are expecting: up to 30 Sovereigns; Heads of State and Heads of Government (+ guest = 50 - 60); 50-60 Sports Ministers (+ guest = 100 - 120); 25-30 Heads of Mission and Entourage: 50-60. The above numbers are based on previous Winter Gamesâ&#x20AC;&#x2122; attendance. There is usually a strong representation of European Heads of State and Government, such as the King and Queen of Norway, and the King and Queen of Sweden, who have attended most Winter Games in recent history. Many dignitaries may not decide to attend until the last moment. Information about possible attendance of high profile dignitaries such as President Obama or Prime Minister Putin may not be known until closer to Games time.

VA N O C O LY M P I C G A M E S P R O TO CO L P ROTOCO L M A N UA L

10.15 VISITOR INTAKE

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100

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11.0 Protocol Operations Centre P ROTOCO L M A N UA L

The Protocol Operations Centre will be based out of the Coal Harbour Community Centre.

101

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P R O TO CO L O P E R AT I O N S C E N T R E P ROTOCO L M A N UA L

11.0 THE PROTOCOL OPERATIONS CENTRE

This section describes the purpose and operational function of the Protocol Operation Centre (POC), which will be located at the Coal Harbour Community Centre during the 2010 Olympic Winter Games. 11.1 THE PURPOSE OF THE PROTOCOL OPERATIONS CENTRE The Protocol Operations Centre (also referred to as the Intergovernmental Relations Centre) will be established to accommodate protocol staff and services between VANOC and all government partners and serves as the command centre for coordination of protocol operations provided to dignitaries visiting during the 2010 Winter Games. The intent is to provide a coordinated approach and improve efficiencies in hosting visiting dignitaries. Examples of Games-time POC activities: daily scheduling, tracking and communications of relevant dignitary movements, including attendance at Olympic/Paralympic ceremonies and sports events, courtesy calls, meetings. Sharing resources include: transportation, ticketing, issue resolution (lost luggage, access, incidents) maintaining a master list of hospitality events, so that partners can collaborate on scheduling and invitations. In the past, each hosting partner organization (municipal, provincial, federal, etc.) coordinated its hosting functions independently, with limited consultation with other hosting partners. This has resulted in inefficiencies, and in some cases, errors and protocol incidents. In 2006, at a meeting of all hosting partners for the 2010 Olympic and Paralympic Winter Games, there was a proposal for an integrated approach to hosting dignitaries. The Protocol Operations Centre in Vancouver will be the first time that an integrated hosting function is established for the Olympic Games. The objective is to provide a seamless integration of the 2010 hospitality program for all visiting international and domestic dignitaries.

102

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The Protocol Coordination Committee (PCC) was established to develop the integrated approach for the 2010 Olympic and Paralympic Games. The PCC includes representatives from the following organizations: • Canada Department of Foreign Affairs and Trade • 2010 Federal Government Olympic and Paralympic Secretariat • BC Intergovernmental Relations – Office of Protocol • 2010 British Columbia Olympic Secretariat • VANOC – International and Domestic Dignitaries Program • City of Vancouver – External Relations and Protocol • Four Host First Nations • City of Richmond • Resort Municipality of Whistler • RCMP (Royal Canadian Mounted Police) • Health Canada 11.3 THE LOCATION OF THE POC, SCHEDULE OF OPERATION AND ACCESS The POC will be located at the Coal Harbour Community Centre, a City of Vancouver facility located at 480 Broughton Street, adjacent to the seawall and waterfront.

P R O TO CO L O P E R AT I O N S C E N T R E P ROTOCO L M A N UA L

11.2 PROTOCOL COORDINATION COMMITTEE

The POC will be operational from January 18 to March 21st, from 7 AM to 11 PM, seven days per week. Due to a high level of security, access to the POC will be through the main entrance on the west side of the centre. Parking will not be provided at the site.

103

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P R O TO CO L O P E R AT I O N S C E N T R E P ROTOCO L M A N UA L

11.4 STAFFING AND ACTIVITIES AT THE POC The Protocol Operations Centre will accommodate staff from the partner organizations represented in the Protocol Coordination Committee. Staff from partner organizations will include: Chief Protocol Officers; Captains; Officers; File Coordinators and Protocol Hosts. A number of staff will provide administrative support at the POC. These duties will include: Security; Front desk and 1-800 Reception; Administrative Assistants; Ticket Coordinators; Transportation Coordinators; Room Rental Coordinators; Common Events and Visits Calendar Coordinators. The POC will be functional on two levels of the Coal Harbour Community Centre. The proposed layout for the main floor level (Appendix 13) includes the following: Entrance and Foyer; Reception area; Events Room; Meeting Room; Staff Lounge; Kitchen; Rental Offices. The proposed layout for the gymnasium level (Appendix 14) includes hospitality “pods” with staff from the following partner organizations: Federal Government; Provincial Government; City of Vancouver; City of Richmond; Resort Municipality of Whistler and Four Host First Nations. The administration “pod” will also be located on the gymnasium level.

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12.0 Four Host First Nations Protocol P ROTOCO L M A N UA L

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APPENDICES P ROTOCO L M A N UA L

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A P P E N D I C E S P ROTOCO L M A N UA L

APPENDIX 1 CANADIAN ORDER OF PRECEDENCE 1. The Governor General of Canada

of the Provinces and Territories;

2. The Prime Minister of Canada

c. The Chief Judge of the Tax Court of Canada;

3. The Chief Justice of Canada 4. The Speaker of the Senate 5. The Speaker of the House of Commons

d. The Associate Chief Judge of the Tax Court of Canada; and

7. Members of the Canadian Ministry:

e. Judges of the Tax Court of Canada; with precedence within each subcategory governed by the date of appointment.

a. Members of the Cabinet; and

19. Senators of Canada

b. Ministers of State;

20. Members of the House of Commons

8. The Leader of the Opposition

21. Consuls General of countries without diplomatic representation

6. Ambassadors and High Commissioners

9. The Lieutenant Governors of Canada 10. Members of the Queenâ&#x20AC;&#x2122;s Privy Council for Canada, not of the Canadian Ministry. 11. Premiers of the Provinces of Canada 12. The Commissioner of the Territories 13. The Government Leader Territories 14.Representatives of faith communities 15. Puisne Judges of the Supreme Court of Canada 16. The Chief Justice and the Associate Chief Justice of the Federal Court of Canada 17. Chief Justices of the Provincial Superior Courts 18. Judges of Canada;

22. Clerk of the Privy Council and Secretary to Cabinet 23. The Chief of the Defence Staff and the Commissioner of the Royal Canadian Mounted Police 24. Speakers of Legislative Assemblies, within their Province and Territory 25. Members of Executive Councils, within their Province and Territory 26. Judges of Provincial and Territorial Courts, within their Province and Territory 27. Members of Legislative Assemblies, within their Province and Territory 28. Chairperson of the Canadian Association of Former Parliamentarians

a. Judges of the Federal Court of Canada b. Puisne Judges of the superior courts

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BRITISH COLUMBIA ORDER OF PRECEDENCE The British Columbia order of precedence is a nominal and symbolic hierarchy of important positions within the province of British Columbia. It has no legal standing but is used to dictate ceremonial protocol at events of a provincial nature. 1. The Lieutenant Governor of British Columbia 2. The Premier of British Columbia 3. The Chief Justice of British Columbia 4. The Speaker of the Legislative Assembly of British Columbia 5. The Members of the Executive Council of British Columbia 6. The Leader of the Official Opposition of British Columbia

A P P E N D I C E S P ROTOCO L M A N UA L

APPENDIX 2

7. The Chief Justice of the Supreme Court of British Columbia 8. Church representatives of faith communities 9. The Justices of the Court of Appeal of British Columbia with precedence to be governed by the date of appointment 10. The Puisne Justices of the Supreme Court of British Columbia with precedence to be governed by the date of appointment 11. The Judges of the County Courts of British Columbia with precedence to be governed by the date of appointment 12. The Members of the Legislative Assembly of British Columbia with precedence to be governed by the date of their first election to the legislature 13. The Chief Judge of the Provincial Court of British Columbia 14. The Commander Maritime Forces Pacific 15. The Heads of Consular Posts with jurisdiction in British Columbia with precedence to be governed by Article 16 of the Vienna Convention on Consular Relations 16. The Mayor of Victoria 17. The Mayor of Vancouver 18. The Chancellors of the University of British Columbia, the University of Victoria and Simon Fraser University, respectively.

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A P P E N D I C E S P ROTOCO L M A N UA L

APPENDIX 2 BRITISH COLUMBIA ORDER OF PRECEDENCE (CONTâ&#x20AC;&#x2122;D) The Table of Precedence for British Columbia lists categories in their order of precedence as they apply to ceremonies and occasions of a provincial nature. At provincial functions where federal, foreign or diplomatic dignitaries are present, circumstances may dictate that provisions of the Table of Precedence of Canada or international rules of protocol be observed thus giving these dignitaries precedence over certain provincial categories. Similarly, circumstances may also dictate that precedence be given to host officials of lesser rank than dignitaries who may be present. When the date of appointment or election to office is the same, precedence within each category is determined by alphabetical order. Source: Canadian Heritage www.pch.gc.ca Four Host First Nations, the City of Vancouver, the City of Richmond and the Resort Municipality of Whistler will have their own distinct set of precedence for the 2010 Winter Games, and should be contacted with any questions or issues.

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MAYOR AND COUNCILLORS, CITY OF VANCOUVER

FACT SHEET City Hall, 453 West 12th Avenue, Vancouver, BC V5Y 1V4 604.873.7011 vancouver.ca

Vancouver City Council 2008 – 2011 Mayor Gregor Robertson 604.873.7621 fax: 604.873.7685

gregor.robertson@vancouver.ca

Members of Vancouver City Council meet at regularly scheduled Council and Standing Committee meetings (Traffic and Transportation, City Services and Budgets, and Planning and Environment) through the year. Public Hearings, Special Council Meetings, Business Licence Hearings and Courts of Revision are also held as needed to consider specific matters. Council members may also be appointed to local or regional boards or commissions. All Council meetings are open to the public. For more information, visit: vancouver.ca/councilmeetings or call: 604.873.7471

A P P E N D I C E S P ROTOCO L M A N UA L

APPENDIX 3

To learn more about Mayor and Council, and their roles at the City, visit: vancouver.ca/ctyclerk/mayorcouncil or tel: 604.873.7273

Vancouver’s City Councillors general fax: 604.873.7750 e-mail: mayorandcouncil@vancouver.ca

Councillor Suzanne Anton 604.873.7248 clranton@vancouver.ca

Councillor David Cadman 604.873.7244 clrcadman@vancouver.ca

Councillor George Chow 604.873.7245 clrchow@vancouver.ca

Councillor Raymond Louie 604.873.7243 clrlouie@vancouver.ca

Councillor Geoff Meggs 604.873.7249 clrmeggs@vancouver.ca

Councillor Andrea Reimer 604.873.7241 clrreimer@vancouver.ca

Councillor Heather Deal 604.873.7242 clrdeal@vancouver.ca

Councillor Kerry Jang 604.873.7246 clrjang@vancouver.ca

Councillor Tim Stevenson Councillor Ellen Woodsworth 604.873.7247 604.873.7240 clrstevenson@vancouver.ca clrwoodsworth@vancouver.ca

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A P P E N D I C E S P ROTOCO L M A N UA L

APPENDIX 4 MAYOR AND COUNCILLORS, RESORT MUNICIPALITY OF WHISTLER

At left: Mayor Ken Melamed Below top row from left: Councillor Ralph Forsyth, Councillor Grant Lamont, Councillor Ted Milner. Bottom row from left: Councillor Chris Quinlan, Councillor Tom Thomson, Councillor Eckhard Zeidler.

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MAYOR AND COUNCILLORS, CITY OF RICHMOND

A P P E N D I C E S P ROTOCO L M A N UA L

APPENDIX 5

Seated at center: Mayor Malcolm Brodie Front row seated, at left: Councillor Evelina Halsey-Brandt, Councillor Bill McNulty, Front row seated, at right: Councillor Sue Halsey-Brandt, Councillor Derek Dang. Back row standing from left to right: Councillor Harold Steves, Councillor Greg Halsey-Brandt, Councillor Linda Barnes, Councillor Ken Johnston. Far right: Colour Guard: Corporal J.J. Stephan Peters, Richmond RCMP. Far left: Captain Dave Cullen, Richmond Fire-Rescue, Retired.

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A P P E N D I C E S P ROTOCO L M A N UA L

APPENDIX 6 SAMPLE EVENT PROTOCOL CHECKLIST $/2+ /3+

88/-3+* $4

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357<<7<5 =4 %:/<<7<5 'B/53

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SAMPLE EVENT PROTOCOL CHECKLIST (CONTâ&#x20AC;&#x2122;D)

$/2+ /3+

88/-3+* $4

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+339A %@7=@

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+8/-3'9+ !+7843 47 !+78438 94 ++9 7++9 <1:C23A "/G=@ =C<17::=@A A>317/: /<2 6=<=C@32 5C3ABA "%A /<2 "! A <4=@; "/G=@KA $44713 =4 23A75</B32 ;33B7<5 B7;3 /<2 :=1/B7=<

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A P P E N D I C E S P ROTOCO L M A N UA L

APPENDIX 6

'> 4, ;+39

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A P P E N D I C E S P ROTOCO L M A N UA L

APPENDIX 6 SAMPLE EVENT PROTOCOL CHECKLIST (CONT’D)

$/2+ /3+

88/-3+* $4

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A10

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SAMPLE SCHEDULE OF ACTIVITIES % $

"/).243* ;'1 74:3*(7+'0/3- ;+39

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$ "/;+7 "4'* "/).243*

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A P P E N D I C E S P ROTOCO L M A N UA L

APPENDIX 7

A11

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A P P E N D I C E S P ROTOCO L M A N UA L

APPENDIX 8 SAMPLE EVENT PLAN

# ! % $ !

% $ :3).+43 ,47 9.+ /5142'9/) 4758 $ $.:78*'> )94(+7 $

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SAMPLE EVENT PLAN (CONTâ&#x20AC;&#x2122;D)

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A P P E N D I C E S P ROTOCO L M A N UA L

APPENDIX 8

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APPENDIX 8 SAMPLE EVENT PLAN (CONTâ&#x20AC;&#x2122;D)

(= 1=<<31B "/G=@ =C<17: /A E3:: /A B=C@7A; /<2 0CA7<3AA :3/23@A E7B6 B63 7<B3@</B7=</: 1=;;C<7BG (= A6=E B63 ;0/AA/2=@A /<2 756 =;;7AA7=<3@A E63@3 B637@ /B6:3B3A /<2 =44717/:A E7:: 03 6=CA32 2C@7<5 B63 +7<B3@ /;3A

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SAMPLE EVENT PLAN (CONTâ&#x20AC;&#x2122;D) :+89 /89 %:3/A3 A33 /BB/16;3 =44 "/> '/:B C7:27<5 7D71 3<B@3

A P P E N D I C E S P ROTOCO L M A N UA L

APPENDIX 8

$+).3/)'1 "+6:/7+2+398 %=27C; "71@=>6=<3 '=C<2 'GAB3; 'B/53 %=27C; "71@=>6=<3 '=C<2 'GAB3; 'B/53 #/-3'-+ '7F 4:/5A 4=@ 0/192@=> BE= 3/16 =4 /</2/ /<2 7BG =4 */<1=CD3@ 7BG =4 */<1=CD3@ >=27C; A75< +3:1=;3 0/<<3@ 4=@ 3<B@/<13 =4 '/:B C7:27<5 '3/B7<5 >:/< A75< 4=@ 3<B@/<13 B= 5G;</A7C;

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APPENDIX 8 SAMPLE EVENT PLAN (CONTâ&#x20AC;&#x2122;D) !7494)41 ,,/)+78 '7F @3?C7@32 439')98 3 #/9+ = #5CG3< %@=B=1=: 7BG =4 */<1=CD3@ 3:: 30073 33>A %@=B=1=: 7BG =4 */<1=CD3@ J 3:: !3A:3G "/BB63EA %@=B=1=: 7BG =4 */<1=CD3@ 3:: #/<1G 63C<5 %@=B=1=: 7BG =4 */<1=CD3@ J 3:: @7/< +=<5 %@=B=1=: 7BG =4 */<1=CD3@ J 3:: /< ';7B6 ' %@=831B 7BG =4 */<1=CD3@ 3:: "7163::3 +3723;/ ' %@=831B 7BG =4 */<1=CD3@ 3:: !G<< 6@7AB=>63@ ( $44713

/< 3<A=< ( $44713

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3::

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SAMPLE EVENT AGENDA

A P P E N D I C E S P ROTOCO L M A N UA L

APPENDIX 9

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A P P E N D I C E S P ROTOCO L M A N UA L

APPENDIX 10 SAMPLE INTAKE SHEET

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SAMPLE ITINERARY

,.+0+ +( %0%*!. .5

%/8/9 4, /8 =)+11+3)> &+73+7 7'3*89'+99+7 2('88'*47 4, :897/' 94 '3'*'

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!7+5'7+* (> FB3@</: &3:/B7=<A %@=B=1=: 7BG =4 */<1=CD3@ B6 +3AB D3<C3 */<1=CD3@ @7B7A6 =:C;07/ /</2/ * , *

439')9 'D3< C3;/<< 6734 FB3@</: &3:/B7=<A %@=B=1=: CA7<3AA "=07:3 ;/7: AD3< 0C3;/<< D/<1=CD3@ 1/

" " " $

A P P E N D I C E S P ROTOCO L M A N UA L

APPENDIX 11

# ! $ # 439')9 30073 33>A FB3@</: &3:/B7=<A %@=B=1=: CA7<3AA "=07:3 ;/7: 230073 633>A D/<1=CD3@ 1/

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APPENDIX 12 PROTOCOL COORDINATION COMMITTEE: RESPONSIBILITIES FOR DIGNITARIES

Federal Department of Protocol: Non Accredited Federal Heads of Government or State Federal Ministers Federal Government Representatives Federal Associations or Societies Members of the Canadian Senate and International Senate Provincial Office of Protocol: Non Accredited Provincial Premiers International State Governors Provincial or State Ministers Provincial or State Government representatives Provincial members of Associations or Societies Four Host First Nations: Non Accredited Federal Chiefs of Nations Provincial Chiefs of Bands First Nations representatives of other countries First Nations Associations in Canada, USA International Chiefs of First Nations City of Vancouver: Non Accredited Mayors of all municipal jurisdictions Councillors from all international or domestic jurisdictions Municipal visitors from Associations or Societies

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PROTOCOL OPERATIONS CENTRE: MAIN FLOOR

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APPENDIX 13

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APPENDIX 14 PROTOCOL OPERATIONS CENTRE – GYMNASIUM

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CHECKLIST: FIVE STEPS TO PROTOCOL PROBLEM SOLVING 1. Understand the situation: What are the symptoms and precursors? 2. Watch body language: Watch events, the room/area, observe people and their body language. Do an observational 360 3. Ask questions: Ask detailed questionsâ&#x20AC;&#x201D;do a verbal 360 4. Weigh the situation/Balance the Scale: Try to meet the needs of each person, but also follow rules and procedures. Consider the following questions:

A P P E N D I C E S P ROTOCO L M A N UA L

APPENDIX 15

What is the impact on: a. Me? Am I putting myself in danger? b. The event or person? c. Diplomatic relations or my organizationâ&#x20AC;&#x2122;s reputation? d. Finances? e. Timelines? 5. Take action/Inform your superiors: Make a decision, then take action and inform superiors. Or inform your superiors first, then take action with their advice, depending on the circumstances.

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APPENDIX 16 PROTOCOL OFFICER MUST DO’S Compiled by Protocol Officers from the Federal Government, Province of British Columbia, Four Host First Nations, the City of Richmond, the City of Vancouver, and the Resort Municipality of Whistler. 1. Make Sure You know the Site Know where you are going. Never go to a site that you have not checked out in advance. Know the Protocol Entrance – the main entrance that you would normally use. Also know secondary entrances and exits in case you find yourself in a situation where your dignitaries might be embarrassed – for example, in a demonstration. Know where the bathrooms are located. Know where the bilateral meeting is being held. If you do find yourself in an unfamiliar building or site, assess the situation and find someplace for the dignitary to wait, preferably over coffee. Then, find out what you should do. Check in advance that a Protocol Officer is on site to receive you and your dignitary. 2. Obtain an Accurate List of Contacts Know the contacts that will assist you in taking dignitaries to their destination and who knows the rules at that destination. Make advance contact and keep their coordinates in a convenient loca-

tion. Know when to use their knowledge, and when not to bother them with trivial questions. Use the buddy system; do not try to do it alone. 3. Look Your Best Look your best—smile, be confident, cheery, upbeat, positive. Even if you are nervous and unsure if what you are doing is correct, do not let the dignitary see that side of you. When you do have to ask for help, do so discreetly, not in the face of the dignitary. Always present yourself with positive body language. It is the highest and most accurate form of communication. 4. Converse Well It is the Olympics and it is winter in Canada—that should provide for plenty of talk. Small talk does not have to sound trivial and seem as though you are trying to pass time. There is much to talk about Vancouver and Whistler and other sites. Know facts about Vancouver and the Games, and what the City and Province have done to plan for the big event. Treat everyone like a dignitary. 5. Know the Basics of Flag Order Know the basics of the Rule of Flags, especially when handling bilateral visits and other events. Assess flags that are being flown in an event in which you are

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PROTOCOL OFFICER MUST DO’S (CONT’D) involved. If the flags appear to be out of order, ask someone in charge. Say that you are just checking (not meddling). 6. Introduce Your Dignitary at Receptions Ensure that your dignitaries are introduced to the host. If you arrive late and the receiving line is no longer in place, seek out the host and introduce your dignitaries. Stay close to the dignitary, but do not crowd or hover. If you see someone who you think should meet your dignitary, introduce yourself to the person and ask if they would like to be introduced to the dignitary. You might explain to the dignitary that you will be at the reception, within eye contact, should the dignitary require you—for example, when the dignitary wants to leave. 7. Plan a Realistic Itinerary Plan your dignitary events and itineraries realistically. Allow for traffic, breaks, distance, security checks—all the things that may slow you down. Try to accommodate the dignitary’s interests, but also include only what you can produce. 8. Never Assume Never assume that all has been understood and arranged. For example, if you leave a message on the telephone, and

assume the other person got it, you may be wrong 50% of time. If you give instructions, always ask the other person to reiterate them. Say: “Please repeat instructions back to me.” Never assume the person has heard the message and never assume they understood your instructions and directions. 9. Expect the Unexpected – Have a Backup Plan More times than not, events will not go exactly according to plan. Having a backup plan will prepare you to handle whatever comes your way. It is important to stay calm and not panic.

A P P E N D I C E S P ROTOCO L M A N UA L

APPENDIX 16

10. Recover If a situation deviates from the script, do not find blame, but recover in the most practical and expedient way possible. Even under pressure you must remain composed. Take steps to put the situation back into balance. 11. Pay Attention to Detail Ensure that you have evaluated and addressed every possible risk, and have a solution implemented. For example, if serving coffee, make sure that people have milk, cream, sugar, stir sticks, cups, napkins, and someone to pour the coffee. And what about those people who don’t drink coffee?

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APPENDIX 17 PROTOCOL OFFICER MUST DO’S (CONT’D) 12. Communicate & Share Information The success of any event, project, or visit depends on every person and team understanding and being fully aware of the plan in detail. Information is power. If information is never shared, then it can result in chaos – tense and upset people whose pride and confidence have been hurt. Protocol brings two entities together, if one has lost face and is embarrassed, someone is at a disadvantage. 13. Flexibility Being flexible and easily adaptable is an important skill to have in this job. Things will not go according to plan no matter how prepared you are. So, it is crucial to allow some wiggle room in your timing and expectations to cope with changing situations. You may need to shift gears quickly—what’s important now may change in 15 minutes. Be adaptable. 14. Be as Positive as Possible Always try to provide positive responses or options, even if it is a negative situation. For example, if you are driving with your dignitary to an event and there is traffic, you could suggest walking if the distance is reasonable and weather permits. You should also present yourself with as positive a body language as possible. Stand tall, smile and do your best to look your best.

15. Remain Professional at All Times You may get close to certain dignitaries and spend a great deal of time with them. But remember, you are not their friend and you are on duty. Be friendly and polite, but keep a certain reserve. There is no need to be stuffy or formal, but being over friendly is inappropriate. You’re there to provide a support role, you’re not a host. Don’t overdo it. Dignitaries are here for a purpose, not to meet you. If they’ve provided support in a pleasant manner-you will be ahead of their demands. 16. Think Ahead Always be thinking ahead—do I have the help I need? Do I have an interpreter? Is the greeter here? Do I have the cell phone number for key people? Think of details before the event takes place. What’s going to unfold and have you thought of everything to make sure it will unfold smoothly? 17. Use the Toilet When You Can You’ll be busy throughout the day so it is important that you keep hydrated by drinking lots of water and fluids. When you have an extra minute or it is convenient, use the toilet because you never know when you’ll next have a break.

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PROTOCOL OFFICER MUST DO’S (CONT’D) 18. Know Your Community Well If you are representing your city or province, you should know the population, the main industries, major bodies of water, geographical locations and weather. You should also have a basic understanding of the different cultures and ranking of ethnic groups. Your dignitary will expect you to know the names of mayors and premiers, and you should have a working knowledge of how the parliamentary system works. Stay away from the topic of religion; it can be a sensitive subject for some people. 19. Research the Dignitary’s Country Have some basic knowledge about the dignitary’s home city and country. Ask about them in an appropriate manner. For example, you might ask an Italian dignitary about the population of Rome; avoid topics such as, “I hear there are a lot of pick pockets on the buses in Rome.” 20. Be Prepared: Eat Breakfast and Pack a Kit You could be on your feet for a 12 hour day. Start it right with breakfast. Anticipate unexpected changes by being preparing and packing an emergency kit. Your kit could include items like pills, handkerchief, extra nylons, another tie, a change of shoes, electronic chargers,

snacks, a local information binder, umbrella, change of shirt or blouse, mints, safety pins, etc. 21. Know the Contact Numbers Make sure you have the contact detailskey contacts for the event, numbers for your protocol team members, drivers, key suppliers and others. Is your mobile device charged?

A P P E N D I C E S P ROTOCO L M A N UA L

APPENDIX 17

22. Protocol is about Teamwork. Don’t think you’re alone. Your colleagues are around to help you out. It is a team effort and you are only part of an event. The whole is the success. Count on people, and be nice to your co-workers because you need each other. If you’re squeezed, phone someone who will help you out. 23. Have Fun! Protocol is a job, but that doesn’t mean it can’t be fun. Have a professional sense of humour, be proactive, and smile.

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APPENDIX 17 FLAGS OF PARTICIPATING COUNTRIES The flags of countries participating in the 2010 Vancouver Olympic and Paralympic Winter Games. Note: changes to this list are possible up to opening day.

Albania

Algeria

Argentina

Armenia

Austria

Australia

Azerbaijan

Belgium

Andorra

Bahamas

Bermuda

Belarus

Bolivia

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FLAGS OF PARTICIPATING COUNTRIES (CONT’D)

Bosnia and Herzegovina

Brazil

Canada

Chile

Republic of Bulgaria

A P P E N D I C E S P ROTOCO L M A N UA L

APPENDIX 17

Cayman Islands

People’s Republic of China

Columbia

Costa Rica

Croatia

Cyprus

Czech Republic

Democratic People’s Republic of Korea

Denmark

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APPENDIX 17 FLAGS OF PARTICIPATING COUNTRIES (CONT’D)

Islamic Republic of Iran

Israel

Ireland

Italy

Japan

Kenya

Latvia

Jamaica

Kazakhstan

Republic of Korea

Lebanon

Kyrgyzstan

Liechtenstein

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APPENDIX 17 FLAGS OF PARTICIPATING COUNTRIES (CONTâ&#x20AC;&#x2122;D)

Estonia

Ethiopia

Macedonia

Finland

France

Georgia

Germany

Ghana

Great Britian

Greece

Hong Kong, China

Hungary

Iceland

India

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APPENDIX 17 FLAGS OF PARTICIPATING COUNTRIES (CONTâ&#x20AC;&#x2122;D)

Lithuania

Luxombourg

Mexico

Republic of Moldova

Mongolia

Morocco

New Zealand

Malta

Monaco

Republic of Montenegro

Nepal

Norway

Netherlands

Pakistan

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APPENDIX 17 FLAGS OF PARTICIPATING COUNTRIES (CONTâ&#x20AC;&#x2122;D)

Philippines

Poland

Portugal

Puerto Rico

Romania

Russian Federation

San Marino

Senegal

Republic of Serbia

Slovakia

Slovenia

South Africa

Spain

Sweden

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APPENDIX 17 FLAGS OF PARTICIPATING COUNTRIES (CONTâ&#x20AC;&#x2122;D)

Switzerland

Trinidad and Tobago

Tajikistan

Turkey

Ukraine

United States of America

Uzbekistan

Venezuela

Virgin Islands, US

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Canadian Heritage

pch.gc.ca

Canadian Protocol

(n.d.). Retrieved October 29, 2009, from Canadian Heritage: pch.gc.ca/pgm/ceem-cced/prtcl/index-eng.cfm

Canadian Table of Precedence Four Host First Nations Society

(2002, July 15). Retrieved October 29, 2009, from Canadian Heritage: pch.gc.ca/pgm/ceem-cced/prtcl/precedence-eng.cfm fourhostfirstnations.com email: fourhostnations@shaw.ca

Non-verbal Communication

eliothoppe.com/articles/20080331-secret_language.html

Protocol & Events Branch Victoria

protocol.gov.bc.ca/ email: protocol@gov.bc.ca

Provincial and Territorial Table of Precedence (n.d.). Retrieved October 29, 2009, from Canadian Heritage: pch.gc.ca/pgm/ceem-cced/atc-ac/prec-eng.cfm Transportation Plan

travelsmart2010.ca

A P P E N D I C E S P ROTOCO L M A N UA L

APPENDIX 19 - LEARNING MORE ABOUT PROTOCOL

Books on Protocol and Etiquette Axtell, R. E. (1990). Do’s and TABOOs of Hosting International Visitors. Canada: John Wiley & Sons, Inc. Baldrige, L. (1993). Letitia Baldrige’s New Complete Guide to Executive Manners. New York: Rawson Associates. Cook, R. A., Cook, G. O., & Yale, L. J. (2005). Business Etiquette. New Jersey: Pearson Education, Inc. duPont, M. K. (1998). Business Etiquette and Professionalism. Lanham, MD, United States of America: Crisp Publications, Inc. Gesteland, R. R. (2005). Cross-Cultural Business Behavior. Denmark: Copenhagen Business School Press. McCaffree, M. J., Innis, P., & Sand, R. M. (2002). Protocol: The Complete Handbook of Diplomatic, Official and Social Usage. Dallas: Durban House Publishing Company, Inc. Mitchell, M., & Corr, J. (1996). The Complete Idiot’s Guide to Etiquette. New York, NY, United States of America: Alpha Books. Post, P. (2004). Emily Post’s Etiquette. New York: HarperCollins Publisher Inc. Post, P., & Post, P. (1999). Emily Post’s The Etiquette Advantage in Business. New York, United States of America: HarperCollins Publishers, Inc. Turkington, C. (1999). The Complete Idiot’s Guide to Cultural Etiquette. Indianapolis, IN, United States of America: Alpha Books. Wood, J. R., & Serres, J. (1970). Diplomatic Ceremonial and Protocol Principles, Procedures & Practices. New York: Columbia University Press.

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