Protocol and Etiquette

1. Protocol and Etiquette National Context InterCom Project

2. Business Assistant Schedule all the documents (letters, reminders) Schedule and arrange meetings Operate all the resources of the office Responsible for the activities of the office Receive the visits, make presentations Communicate the working plan of the day Develop and manage special projects Make travel arrangements and plan itineraries InterCom Project

3. Business Assistant • The business assistant is important because: • Is the front line of the entreprise; • Assume the responsability to create an institutional image; • Establishes the contact with the customer and/or collaborators InterCom Project

4. First Impression It is very important to take care of the global image of the secretary because she is the first image of the company. The first impression includes good manners, correct language and correct clothes. The first impression appears with the verbal and non-verbal communication. InterCom Project

5. Verbal Communication • Greeting “Good Morning / Afternoon” + Name of the Organization she/he works for + Her/his own name InterCom Project

6. Verbal Communication • Introduction • Indicate the function of that person and his name; • First you say the name of the person of inferior status and then you introduce the superior one. A man is introduced to a lady. • Everything starts with shaking hands. Unless the person who is to receive has initiative, the subordinate must be the first one to extend the hand to the superior, independently of the gender. InterCom Project

7. Verbal Communication • Forms of Addressing • we should start addressing the superiors (and secretaries) as “Sir” or “Madam/Miss”; • In conversation, the superior must be treated by “you”; • To the superiors is recommended that he treats his subordinate for you and calling for the name. InterCom Project

8. Non-Verbal Communication • Smile Always smile when shaking hands. Laughter – colleagues Smile - Customers The receptionist should smile directly to the customers. The constant and exaggerate laugh can be coarse. InterCom Project

9. Non-Verbal Communication • Shaking Hands Must be firm and brief. Shake hands firmly with a smile, keeping visual contact. In professional activity, the person with more “status” must take the first step. A man does not offer its hand to a woman. She must make the first gesture. InterCom Project

10. Non-Verbal Communication • Facial Mimics The eyes, the mouth and gestures transmit a lot of information. All the people incontact direct with customers must have care with the face expressions. InterCom Project

11. Non-Verbal Communication • Posture When someone visits the office, do not keep seated, nor keep watching to the clock when is exposing the ideas. The posture changes are parallel bars to the language and the gestures. Not cross the arms, it will go to show a defensive posture. Don´t walk fast. Walk wih firmeness and right InterCom Project

12. Non-Verbal Communication • Hand Gestures Cross the fingers hard may denounce tension or irritation. The gestures must be interpreted inside of the context where they produce. Exists a direct relation enters the height that it finds the hands and the intensity of the negative attitude. Not cross the arms, it will go to show a defensive posture. InterCom Project

13. Non-Verbal Communication • Eyes Contact We must not forget in a conversation the direct visual contact. Eyes shows the personality. Not look more than 3 seconds in the initial stage of a professional relation. In a conversation, the shunting line of looking at sample distraction and little interest in the subject. InterCom Project

14. Non-Verbal Communication • Tone of Voice Clear voice and good diction facilitate communication of any message A good voice must well be shaped in the tone and volume. Transmit authority, tranquility, peace, calmness, security. To speak correctly and to use a tone adjusted in each situation, we must use the lugs, the glotis and the mouth together with a nose. InterCom Project

15. Non-Verbal Communication • Smell The secretary should always feel and smell fresh. It must be had in account the hour of the day and the station of the year. The perfume must be in tuning with the type of skin and the personality. InterCom Project

16. Hair Skin and Make-up Non-Verbal Communication Should always be clean and without fat. Should have a natural air and the make-up should be used only to accentuate her face. InterCom Project

17. Shoes Clothes Non-Verbal Communication Should always be clean and without fat. Must be simple and clean, well brushed and colours must no be to “noisy”. InterCom Project

18. Formal Attire for Women • Colours • Can use a black or printed dress; • Tissues: mousseline, chiffon, organza, chantung, satin or silk; • A dress without sleeves or of short sleeves; • Shoes • Black high shoes, lined of silk, skin or varnish; • Must be confortable; • Must combine with the dress and the wallet. InterCom Project

19. Formal Attire for Women • Hairstyle • Must be clean, shinning and adequately hairdressing; • Make-up • Must be the most natural possible; • In the night you must painted with stronger colours but not spotted excessively; InterCom Project

20. Formal Attire for Women • Fashionable Supplements • The hand bag / wallet must combine with the dress and the shoes; • The basic jewels are the bracelets, a necklace, earrings and rings; • D not use a clock with a night dress; • The stockings must be black; • Use a écharpe, a jewel of strass, one necklace. InterCom Project

21. Evening attire for Women • White tie (lunch, solemn session) • The woman will have to take a long dress; • Set more pratical cloth; • Black tie (Night recptions, dinner, concert) • Short dresses or tailleurs, very elegants, from noble tissues; • Long earrings, a showy necklace; • Informal evening attire • Skirt and blouse, pratical skirt – jacket, simple dress InterCom Project

22. Formal Attire for Men • Suit • Shirts of one colour (White or blue); • Suit formal suppers or a cocktail – black suit of stroll anda a pair of stockings, a sober shirt and necktie; • Smoking – can put a white handkerchief to decorate the pocket of the coat, the bow instead of necktie and discrete buttons of fist, a shirt and a band. InterCom Project

23. Formal Attire for Men • Colours • Dark colours in the Winter and Light colours in the Summer; • The black suit is exclusively in the night; • Shoes • The best colours are black, brown and bordeaux. • Must be of varnish or black velvet; • Brown shoes are only used until the 7 p.m.. InterCom Project

24. Formal Attire for Men • Haircut • Clean and well-taken care of hair. • Fashionable Supplements • Essential jewel are the clock; • The clock transmit a bigger status are the extraplans with leather strap; • Can use clock, the alliance and the pin of the necktie; InterCom Project

25. Evening attire for Men • White tie (lunch, solemn session) • Dark suit in the Winter / Light suit in the Summer. • Black tie (Night recptions, dinner, concert) • White shirts, light blue and stripes; • Dark suit (black, blue or grey) and black shoes. • Informal evening attire • Polos, blazer and tweed jackets, shirts with buttons in the collar; • Wear long enough socks (when the legs are crossed, the ankles don´t get to show. InterCom Project

26. Behavior • To be prompt; • To be well-behaved and positive; • To demonstrate consideration for the others; • To be discret; • To be able to hear intently and patiently; • Pleasantness; • Courtesy; InterCom Project

27. Ethics • The receptionist should never reveal any confidential information or be indiscreet; • Should be loyal to her organization and colleagues; • It must respect the norms of the company and have an ethical behavior; InterCom Project

28. Conclusion The secretary must have in attention some factors that have consequences in the own image and the image of the company. InterCom Project