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Basics of Protocol and Soft Diplomacy

In today's interconnected business and public service environment, professionalism extends beyond technical expertise. Understanding protocol, etiquette, and the principles of soft diplomacy enables professionals to build stronger relationships, represent their organizations confidently, and navigate diverse cultural and business settings with credibility.

This practical workshop introduces participants to the fundamentals of protocol and soft diplomacy, providing essential knowledge and hands-on practice in professional interactions, official functions, business etiquette, and cross-cultural communication.

Outline

1. The Power of the Gaze: Establishing Trust and Authority

• Various eye signals for business and social environment
• How to maintain correct eye contact
• Eye contact around the world

2. High-Impact Networking: Building Strategic Relationships

• How to improve your small talk ability
• Subjects for small talk
• How to enter and exit from a group of guests
• Positive and negative body language
• Deportment and posture

3. The Mechanics of the Perfect Business Handshake

• Various ways of handshaking that reveal your personality
• Power points for handshaking
• International ways of handshaking

4. Navigating Introductions: Hierarchies and Social Graces

• How to introduce yourself with confidence and authority
• Protocol for business introductions
• Formulas for proper formal and informal introductions

5. Business Card Protocol

• How to present the business card
• How to make your business card an effective visual communications package

6. Introduction to Protocol

• Definition & Basic Principles

7. Places of Honour

• Basic Principles & Applications
• Standing & Seating Positions

8. Order of Precedence

• Basic Principles & Applications

9. Address & Salutations

• Common Honorifics/Titles
• Basic Principles & Applications

10. Managing Dignitaries & Guests

• Role & Responsibilities of a Liaison Officer
• Getting Ready for Assignment
• Communications, Coordination & Reporting
• Hospitality Provisions
• Liaison Officer Duties (Pre-Arrival to Post-Departure)
• Handling Requests, Enquiries
• Managing Challenging/Difficult Situations

Profile of Teo Ser Lee

Teo Ser Lee PBM is the Founder and Director of Protocol Academy Pte Ltd, Singapore’s pioneer in etiquette and protocol services. The company was founded in 2003.

In the dynamic world of corporate professionalism, Ms Teo stands out as a luminary figure, bringing a unique blend of expertise in Corporate Etiquette, Dining Etiquette, International Protocol, and a flair for personal image enhancement. Trained and certified by The Protocol School of Washington, she has cultivated an impressive portfolio of clients that spans across various industries, showcasing her prowess as a Colour & Make-up Artist, Personal Stylist, Image Consultant and an accomplished professional in the training sector.

Ms Teo's academic journey began with a Bachelor of Accountancy degree from the prestigious National University of Singapore, which laid the foundation for her multifaceted career. Her initial foray into the business world commenced as an external auditor with the then Ernst & Whinney, demonstrating her analytical acumen and attention to detail. Over the following years, she has accumulated more than 12 years of invaluable experience in the hospitality industry, specializing in marketing and corporate communications.

Ms Teo's ascent in the corporate arena has been nothing short of extraordinary. She held pivotal management positions with industry giants like Singapore Airlines, where her strategic vision and communication skills contributed to rapid promotion to Head of PPS (Priority Passenger Services). Her journey reached new heights when she assumed the role of General Manager, Corporate Communications for Samsung Electronics, the first foreign lady to join a major chaebol, a testament to her ability to navigate the complexities of the technology sector.

Ms Teo's proficiency in Corporate Etiquette and International Protocol sets her apart as an authority in refining the finer points of professional conduct. Her certification from The Protocol School of Washington attests to her commitment to excellence in this realm.

Through her trainings, she imparts invaluable knowledge, helping individuals and organizations project a polished and professional image in a globalized business landscape. Some of her clients include the ministries and statutory boards in Singapore, such as Ministry of Defence, Ministry of Foreign Affairs, Ministry of Education, EDB, Enterprise Singapore, IRAS, HDB, MPA, SPF, SCDF, etc., MNCs such as American Express, Borneo Motors, Dyson Singapore, Cycle & Carriage, Federal Express, Genting Hotels & Resorts, Great Eastern Life Assurance Company Limited, Louis Vuitton (Sngapore) Pte Ltd, Rémy Cointreau International Pte Ltd, Shangri-la Hotels & Resorts (Shanghai, China). Notably, she has also conducted programmes training the civil servants of China who are under the leadership of President Xi Jinping, and EMBA students of Fudan University in Shanghai, further underscoring the international reach and impact of her expertise.

Ms Teo's accomplishments have not gone unnoticed, as she has been featured in several major newspapers and magazines, cementing her reputation as a thought leader in her field. Beyond her corporate endeavors, she has also conquered the world of beauty with an impressive collection of five beauty titles, showcasing her versatility and poise.

• Ms Singapore/International
• Ms Singapore/World
• Ms Singapore/Globe
• 1st Runner-up of Queen of the Midnight Sun (International Pageant)
• Ms Friendship/Globe (International Pageant)

As the ambassadress of Singapore, she has travelled extensively round the world gracing occasions, raising funds for charity and representing Singapore in international pageants.

Ms Teo's talents extend beyond the corporate boardroom; she is also a part-time drama artiste and a radio guest presenter. Her involvement in the arts reflects a well-rounded personality, demonstrating her ability to seamlessly blend creativity with corporate finesse.

Ms Teo's journey from a Bachelor of Accountancy graduate to a respected figure in Corporate Etiquette, International Protocol and Professional Image is nothing short of inspiring. Her diverse skills, coupled with her impressive track record, showcase a professional who not only excels in the corporate realm but also embraces creativity and personal development. Ms Teo's global impact through her training initiatives across ASEAN countries and China underscores her commitment to shaping a world of professionals who exude excellence and cultural sensitivity. Her story serves as a testament to the power of continuous learning, adaptability and the pursuit of excellence in multiple domains, breaking barriers for Singaporean women of her generation.