Protocol and Etiquette Training Outline

Understand Why

Oftentimes, it becomes much easier to follow the set protocol and etiquette when we understand why that particular protocol or etiquette is set that way. This applies as well to particular protocol like chain of command. The chain of command is the hierarchy that determines a worker’s function in the company, and who he or she will report to. It is important to remember the chain of command when situations arise, so that the appropriate workers will file the right paperwork and inform the correct superiors. After that, an appropriate response will be made to the situation. So why do we need a chain of command? Why doesn’t the worker who finds the situation first respond instantly so that it doesn’t have to take time going up to the managers? They don’t do that, because it is possible that lower level workers will respond incorrectly to the situation, and create a bigger problem than the one they might even have failed to solve. Going up the chain of command helps the entire company make better decisions because of a democratic hierarchical decision that will be reached through the workers reaching out to the superiors. It is key to understand the reasoning behind protocols and etiquette so that the workers are less likely to stray from it.

Be Specific

It happens sometimes that you’ll set out a certain protocol, but then your team members end up misinterpreting it. To prevent this, a certain level of clarity and specific details is required. It should be a rule to be specific when referring to anything set in your written protocols and etiquettes. A good rule to remember in writing specific protocol is to reread the rule you are about to set, and wonder how else this can be interpreted. For example, I might write a rule about requiring the wearing of “decent clothes” in the company dress code. The problem with that wording is that the term “decent” is very vague; I could easily wear something indecent to work, and say that the dress code rule said “decent clothes,” but never specified what “decent” meant. To fix that, we can give examples as to what is specifically acceptable to wear at work, and what is not. Spaghetti straps, sleeveless shirts, and miniskirts, for example, might be specific examples of what not to wear to work. Long sleeved polo shirts, blouses, and dark slacks, for example, might be specific examples of what to wear to work. Specific wording and clarity in the office’s set protocols and etiquette will prevent workers from accidentally misinterpreting the rules or finding loopholes in it.

Be Sensitive

When setting protocol and etiquette, a key thing to remember is that you are dealing with human beings, and that often, they will make mistakes despite the purpose of protocol and etiquette being to prevent that. When such a thing happens, it is important for the team member who discovered the mishap to handle it sensitively and carefully. This means to never, under any circumstance, publicly call out a failure to follow protocol and etiquette. It is simply unprofessional and tactless to do that. The second worst possible response is to do nothing, and say nothing about it to him in the hopes that he will notice later. He might not blame you for not saying anything to him about it, since anyone could have noticed, but he would still wish that someone told him so he could rectify it. The appropriate response is to tell him that, but kindly, and completely discreetly. This will help him obey company etiquette, while sensitively addressing the mistake he made. Doing so will help that team member not only follow etiquette, but also establish a feeling that he was cared for by you. Whenever you are meant to be dealing with team members and their failures to follow protocol or etiquette, it is absolutely important to remember to be tactful, and to address their mistakes discreetly, so as to avoid causing a bigger problem than the one you mean to address. We teach participants how to be more sensitive to co-workers.