understanding event protocol, etiquette & customer service

Planning events in today's world requires a balance of protocol, etiquette and customer service All of these elements were quite evident during the just-concluded 37th annual ACCP AGM & Conference corporate event held in Trinidad & Tobago, Here are some questions that needed to be asked regarding the following protocols:

Arrival Protocols:

Where are your guests coming from?

Are they high-level enough to be greeted at the airport, or should they be allowed to find their way to the venue?

Flag Protocol:

Which country is hosting the event?

Where should the host country's flag be positioned?

How should the flags of the remaining countries be positioned?

Seating Protocol:

Where should the host be seated at the head table?

Where should the co-host be seated at the head table?

Where should the guest of honour be seated on the head table?

Where should the second highest ranking guest be seated on the head table?

Where should the other members of the head table be seated? How should other high-profile invitees be seated in the audience, according to the Table of Precedence?

How should invitees who are not on the Table of Precedence be seated?

NB: While I am not in favour of this belief, sometimes, depending on personal preferences, seating guests may necessitate breaking protocols at certain events

Etiquette:

In simple language, etiquette refers to rules that govern one's behaviour Most societies have their accepted behavioural rules that are expected to be upheld and demonstrated towards people in general

While it may not be against the law in some societies, the lack of good manners and political correctness could lead to major embarrassment to individuals and countries alike.

Some examples of proper etiquette are: proper greetings, table manners, holding doors, knocking before entering, chewing with our mouths closed and general table manners, dressing appropriately, shaking hands, having respect for others and speaking courteously

NB: These etiquette rules should not be learned at adult stage; instead, they should be infused into one's life at child stage

Communication:

For an overall good customer service experience, I advise the following:

Brief your guests on cultural norms Enlighten your guests about the venue and the food

Speak clearly and slowly to your guests

Take time to understand your guests who do not use English as their main language; use an interpreter if you have to Pay close attention to your nonverbal behaviour

Listen actively!

The above communication tips are just some of the key ones I thought of to be effective communicators; once applied, they should create a positive experience for your guests and audience

Wendy Campbell-PaulCertified Event Manager