By the conclusion of the specified learning and
development activities, delegates will be able to:
Accurately
send personalised invitations;
Accurately, elucidate the importance, or otherwise,
of ‘Photo-Shoots’;
Address the importance of effective communication in
Protocol Management;
Address the salient issues associated with
Dysfunctional Behaviours;
Adopt appropriate strategies for dealing with
interruptions;
Adopt effective delegation techniques;
Apply appropriate rewards and, or, disincentives that
are applied to a given team situation – thereby promoting team
‘functionality’;
Apply group dynamics to organisational settings;
Appreciate the importance of averting resonation,
during meetings;
Appreciate the importance of resonation during
meetings;
Ascertain how to work with disorganised colleagues;
Ascertain the possible causes and effects of meeting
mismanagement; and
Ascertain the prevailing relationship between
Embassies and High Commission, on the one hand, and Host Government
Ministries, on the other;
Ascertain the prevailing relationship with embassies
and ministries;
Ascertain the prevailing relationship with embassies
and ministries;
Ascertain their respective goals/objectives;
Be conversant with the rules on international freight
arrangements for personal belongings;
Beat work related stress;
Clarify roles in team settings;
Conduct an efficient workload analysis;
Correctly interpret responses or non-responses to
RSVP;
Create an effective agenda that will keep the meeting
on track;
Create an effective Disaster Recovery Plan;
Deal with information overload;
Decide which tasks can be delegated;
Define communication;
Define Group Dynamics and its implications for
Protocol Management;
Define Group Dynamics;
Demonstrate a heightened understanding of
International Airline Ticketing and Flight Schedules, that will
avert flight inconvenience;
Demonstrate a heightened understanding of the
different personality types and their corresponding influences;
Demonstrate a heightened understanding of the nature
of Strategic Public Relations;
Demonstrate a heightened understanding of the
procedures involved in Visa Processing;
Demonstrate a heightened understanding of the type
and permanence of the leadership of a team;
Demonstrate a high level of understanding of a team
attempts to replace a situational leader, to enhance stability,
acceptability or renewed or clarified mission or objectives;
Demonstrate an awareness of their ‘Team Building and
Maintenance Roles’ that will improve team effectiveness;
Demonstrate an effective ‘leader behaviour’ when
dealing with dysfunctional behaviours;
Demonstrate an understanding of the notion that
societal socio-economic hierarchy might be informally represented in
teams;
Demonstrate the effectiveness of the strategy that
they have devised for dealing with intra-team competition;
Demonstrate the step-by-step process in making
effective schedule;
Demonstrate their ability to Arrange Consulate,
Embassy, High Commission, or Hotel Overnight Accommodation;
Demonstrate their ability to avert potential Cultural
Infringements;
Demonstrate their ability to conduct ‘risk
assessment’;
Demonstrate their ability to create and sending
formal invitations;
Demonstrate their ability to deal with the
psychological effect of disbandment;
Demonstrate their ability to determine the necessity,
and conduct, of meetings;
Demonstrate their ability to employ transactional
analysis in a team context;
Demonstrate their ability to establish and maintain
itineraries;
Demonstrate their ability to facilitate
cross-cultural relations;
Demonstrate their ability to maintain and improve
relationship with High Commission or Embassy, and Host Ministries;
Demonstrate their ability to manage conflict
effectively, incorporating the occasions when it should be
encouraged;
Demonstrate their ability to organising special
events;
Demonstrate their ability to promote effective
‘inter-agency’ and ‘intra-agency’ communication;
Demonstrate their ability to shield their Diplomatic
Corp;
Demonstrate their ability to use organising as an
inherent aspect of Protocol;
Demonstrate their appreciation of the fact that
workers belong to different classes, in society;
Demonstrate their appreciation of the importance of
time management;
Demonstrate their awareness of the value of team
cohesiveness and team solidarity, and the dangers of
over-cohesiveness.
Demonstrate their expertise in arranging Visits To
their Home Country;
Demonstrate their familiarity with the procedures
involved in passport processing;
Demonstrate their grasp of the salient issues
associated with performance management;
Demonstrate their understanding of Political,
Economic, Social, Technological, Ecological, and Legal (PESTEL)
Factors, outlining how they might impinge on the role and operation
of a Foreign Mission.
Demonstrate their understanding of Resonation as an
issue in team effectiveness;
Demonstrate their understanding of some culturally
enshrined behaviour of their host or foreign nationals;
Demonstrate their understanding of the ‘risky shift
syndrome’, outlining the steps that they will take to avert them;
Demonstrate their understanding of the concept of
Continuity Management in the Public Sector;
Demonstrate their understanding of the concept of
multitasking;
Demonstrate their understanding of the difference
between important and urgent activities/works;
Demonstrate their understanding of the factors
contributing to managers’ time-wasting activities;
Demonstrate their understanding of the importance of
Gatekeeping in team formal settings;
Demonstrate their understanding of the importance of
Strategic Public Relations in ‘Image Formulation’ and Maintenance;
Demonstrate their understanding of the theoretical
and practice bases of Team Dynamics;
Demonstrate their understanding of the underlying
principles of “Time” In An Organisational Wide Context;
Demonstrate their verbal and written communication
skills, for excellent presentation;
Demonstrate their willingness to maintain the highest
level of Confidentiality, and Secrecy, as are appropriate;
Demonstrate their understanding of the social and
psychological relevance of the stages of formation of a group;
Describe the effort that they will make to enhance
the ‘critical faculty’ of their team;
Detect Dysfunctional Behaviours in Team Settings;
Determine how efficient time management increases
work effectiveness and productivity;
Determine how goal setting can lead to proper time
management;
Determine the formalities and rules applicable to
visa arrangements and processing;
Determine the optimum team size for effective
functioning;
Determine the various corporate social
responsibilities of their organisation and devise other
responsibilities as may be applicable;
Determine why a temporary team is likely to be more
problematic to lead than a permanent team;
Develop a Continuity Plan for a National, Regional or
State Government, or Organisation;
Develop effective communication strategies that might
be applied to team settings, minimising technical language;
Develop strategies in handling crisis which may
affect their organisation;
Develop strategies in Planning, Organisation and
Management, as aspect of their Protocol Duties;
Develop strategies that address a crisis that might
affect their National or State Government, or Parastatal, managing
the associated risks;
Develop strategies that address a crisis that might
affect their National or State Government, or Parastatal, managing
the associated risks;
Develop their personal “To-Do List;”
Devise appropriate protocol for specific diplomatic
convoys;
Distinguish between ‘Groupthink’ and ‘Teamthink’;
Distinguish between Command Teams, Boards, Committees
and Task Forces;
Distinguish between groups and mere aggregations;
Distinguish between Temporary Committees and Standing
Committees;
Distinguish the difference between groupthink and
teamthink;
Draft an outstanding contingency plan for their
organisation;
Elucidate the importance of effective communication
in Protocol Management;
Employ strategies to encourage enthusiastic
participation and contribution in the meetings
Employ strategies to encourage enthusiastic
participation and contribution in meetings;
Enumerate the barriers to effective communication and
propose some ways to overcome them;
Enumerate the benefits of effective time management;
Enumerate the different time management tips for
managers;
Enumerate the duties and responsibilities of the
different airport personnel and officers;
Establish a basis for standard setting in their
teams;
Evaluate the effectiveness of their strategy for
addressing situations where team members seek sympathy;
Exemplify how to utilize their gap times;
Exhibit a heightened understanding of the concept of
General Protocol Management;
Exhibit a heightened understanding of the
intimidating effect that class might have on team members, and,
hence, the leader’s responsibility to ensure that this informal
hierarchy is dispensed with in the promotion of a ‘classless team’;
Exhibit n understanding of the phases of Forming,
Storming, Norming, Performing and Disbandment;
Exhibit tact in discouraging team members’
distracting behaviours;
Exhibit their ability to develop appropriate protocol
for specific scenario;
Exhibit their ability to, effectively and smartly,
initiate and concluder Hotel and Airline Reservations;
Exhibit their awareness of relevant ‘Official Secrets
Acts’;
Exhibit their competence in ‘Media Relationship
Management’;
Exhibit their competence in advising on ‘Events
Organisation’;
Exhibit their competence in choosing appropriate
Events for International Visitors;
Exhibit their competence in establishing heightened
Events Standard;
Exhibit their competence in maintaining Conventional
and Exemplary Etiquette Rules;
Exhibit their competence in maintaining cultural
awareness;
Exhibit their competence to ‘management’, as elements
of Protocol;
Exhibit their competence to general research methods;
Exhibit their competence to use planning as an
element of Protocol;
Exhibit their enhanced verbal and written
communication skills, for improved presentations;
Exhibit their tactical skills, as are necessary for
the facilitation of Strategic Public Relations;
Explain the bases for the feeling of ‘Togetherness’
or ‘Awareness’ IN an Aggregation;
Explain the efforts that they currently make, or will
be making, to adhere to the Data Protection Regulation of their Host
and other Foreign Countries;
Explain the occasions in which a situational leader
is likely to emerge;
Explain the procedure for arranging visits to their
Host Country;
Explain the role of a State Protocol Officer;
Explain the Team Typological Bases;
Explain why a team’s disbandment might have a
negative psychological effect on members and the team leader;
Formulate corporate strategies pertinent to the
operation of their organisation;
Formulate strategies in handling unexpected job
emergencies;
Formulate their individualized plan of action,
to maximise their use of time;
Handle exhibition planning and participation;
Identify the different meeting menaces and suggest
how to deal with them;
Identify the different ways of visa processing,
arrangements and the common requirements observed in various
countries;
Identify the requirements for arranging business
travel;
Identify their
professional goals and personal time;
Identify time bandits and devise strategies for
dealing with them;
Identify time wasters and adopt strategies for
eliminating them;
Illustrate how they might resolve interpersonal
problems among team members;
Illustrate how they will assert themselves politely
and calmly, within their varying work contexts;
Illustrate how they will determine the contribution
of each team member to team goal accomplishment;
Illustrate how they will enhance the issue of
‘gatekeeping’ to ensure that team members, in general, participate
in team meetings, extending support to the weak, ensuring that
introverted team members are not intimidated or ‘crushed’ by the
extroverted;
Illustrate how they will manage their workloads more
effectively;
Illustrate how to diffuse the negative impact of
others;
Illustrate their ability to choose appropriate gifts,
for dignitaries;
Illustrate their ability to coordinate with Peers;
Illustrate their ability to manage the risk to their
organisations, using the principles of continuity management and
disaster recovery;
Illustrate their acquisition of competence in in
Planning, Organising and Managing, as elements of their Protocol
Duties;
Illustrate their conversance with the Immigration
Regulations and requirements of specific countries;
Illustrate their tactical skills with respect to
Strategic Public Relations;
Implement techniques for minimising disruptions;
Indicate how they have been maintaining, or will
establish and maintain excellent relationship with the Ministries in
their Host Country, particularly the Foreign Ministry;
Indicate how they will address the issue of
interruptions constructively;
Indicate how they will establish key competencies in
teams;
Indicate how they will help team members to channel
their energies into task performance, establishing realistic goals;
Indicate how they will recognise resonation in their
teams, indicating the steps that they will take to avert or reduce
its occurrence, outlining how they will be ‘cautioning’ resonators;
Indicate how they will reward exceptional performance
in their teams;
Indicate how they will utilise the different time
management tools to increase their work effectiveness and
productivity;
Indicate how they would handle blocking, effectively;
Indicate the most appropriate ways in which to
promote the relationship between Embassies and High Commission, on
the one hand, and Host Government Ministries, on the other;
Indicate the range of tangible rewards that might be
utilised in a team;
Indicate the risk mitigation measures that they will
employ, in different scenarios;
Indicate the steps that they will take to harmonise
their teams;
Indicate their acceptance of the importance of goals;
Initiate internal and online communications pursuant
to a Public Relations Role;
Internalise the dysfunctional effect of ‘resonation’
in a team context;
Make proper coordination with hotels for visa
processing;
Make special arrangements and planning for vehicular
convoys;
Manage information flow and retrieval process;
Manage projects in a systematic way;
Manage resources more efficiently;
Meet tight deadlines with time to spare;
Name the different planning tools;
Narrate the duties and responsibilities of the
different airport personnel and officers;
Narrate their effort to maintain protocol
consistency;
Order the team formation stages, explaining the
psychological issues that beset them and relate them to
organisational functioning;
Outline the difference between being “busy” and
“productive;”
Outline the steps that they will take to avert
groupthink and promote teamthink;
Perform Online Public Relation Duties, in response to
environmental dynamics;
Plan to make the best use of the time available
through the art of effective scheduling;
Prioritise ‘urgent’ and ‘important’ activities;
Produce effective seating arrangements, in specified
formal occasions;
Propose an effective remedy to ‘member withdrawal’;
Propose an effective way of dealing with interfering
behaviour;
Propose how they will establish excellent working
relationship with Business Operators in their Host Country;
Propose how they will initiate Visits Follow-ups;
Propose measures towards a team’s performance
improvement;
Propose standards of measuring competence in teams;
Propose suitable intangible rewards that might be
applied to a team situation;
Propose
useful techniques for setting and achieving goals;
Provide a basis for a team’s standard setting -
establishing standards and evaluating progress;
Provide an individually synthesized proposal for
dealing with aggressiveness;
Provide examples of command teams, highlighting the
situations in which a leader might belong to two, simultaneously;
Provide examples of how a leader should encourage
desirable behaviours in a team;
Put forward a satisfactory way of addressing ‘special
pleading’;
Simulate online public relation duties, as is
demanded by the modern life;
Solve problems through the ‘Trading Game Scenario’.
Specify the negative effects of poor time management;
Specify the skills necessary for an effective Public
Relations Management;
Specify the skills necessary for the promotion of an
effective public relations;
Specify the steps that managers and team leaders need
to take, to ensure productive and effective meetings;
Suggest at least three causes of procrastination,
proposing relevant techniques to overcome them;
Suggest how one might address
unreasonable requests from one’s manager;
Suggest how one might develop and maintain a good
time management habit;
Suggest how they might employ an effective diversity
management that discourages resonation;
Suggest how they will maintain their responsibility;
Suggest how they will, effectively, research
traditions and customs of host and foreign countries;
Suggest how to determine which individual members of
a team can improve their performance – and subsequently, their
contribution to the team as a way of harnessing team synergy;
Suggest how to establish acceptable performance
levels in teams, observing performance indicators;
Suggest how to reduce time spent in meetings, without
impairing operational effectiveness;
Suggest the differences in interpretation of groups
and teams;
Suggest the efforts necessary to avert etiquette
breaches by mission members;
Suggest the most effective ways of dealing with task
delegation;
Suggest the protocol that might be initiated in
International Relations, for Internal Disaster Management;
Suggest ways for effective implementation and
maintenance of corporate identity.
Suggest ways of improving team morale, while
enhancing their effectiveness
;
Use effective delegation techniques in a workplace
setting;
Use practical techniques for organising work.
Course Contents, Concepts and Issues
#
108. Part 1: Visa and Immigration Formalities
Conceptualising ‘Visa’;
Types of Visa:
Transit Visa;
Airside Transit Visa;
Private Visa;
Tourist Visa;
Visa for Medical Reasons;
Business Visa;
Working Holiday Visa;
Student Visa;
Temporary Worker Visa;
Journalist Visa;
Residence Visa;
Spousal Visa or Partner Visa;
Marriage Visa;
Pensioner Visa;
Diplomatic Visa;
Courtesy Visa;
On-Arrival Visa;
Electronic Visa.
Visa Entry Types:
Single-entry;
Double-entry;
Multiple-entry.
Visa Application;
Visa Processing;
Visa Refusal;
Visa Extensions;
Visa Exemption Agreements.
Single Visa for Entry in Multiple Countries (Common
Visa):
The Schengen Visa;
Central American Single Visa.
Passport-Free Travel.
# 108. Part 2: UK Visa Categories and Their
Requirements
Leave to Enter or Remain in the UK;
UK Family Visitor Visa;
UK General Visitor Visa;
UK Child Visitor Visa;
UK Business Visitor Visa;
UK Sports Visitor Visa;
UK Entertainer Visitor Visa;
UK Prospective Entrepreneur Visa;
UK Private Medical Treatment Visitor Visa;
UK Approved Destination Status (ADS) Visa;
UK Permitted Paid Engagements Visitor Visa.
#108. Part 3: Hotel and Airline Booking Arrangements
Hotel Reservation
On-line
Telephone
Guidelines in Hotel Reservation.
Airline Reservation
Direct Airline Reservation
Reservation through a Travel Agent
Internet Travel Website
Changing Flight Reservation
Cancelling Flight Reservation
Electronic Ticket (E-Ticket)
Benefits of an E-Ticket
Disadvantages of an E-Ticket
Getting the Best Airfare Prices
Corporate Hotel Booking Arrangement
# 108. Part 4: The Nature of Strategic Public
Relations
Defining Public Relations
Key Public Relations Tools
Additional Public Relation Activities
Market Monitoring;
Crisis Management.
Trends
in Public Relations
Objectives of Public Relations
Public Relations vs. Marketing vs. Advertising
Advantages of Public Relations
Disadvantages of Public Relations
#108. Part 5: Professional Travel Agency Management
(1)
Airline Ticket Class;
Infant Ticketing Policy;
Flight Schedule;
Flight Arrangement for Personal Belongings;
Defining Travel Agency;
Origin of Travel Agency;
Concepts;
Operations of Travel Agency;
Types of Agencies;
Travel Agency Commissions;
International Air Transport Association (IATA)
Membership;
Consolidators;
Poor Booking Practices.
# 108. Part 6: Professional Travel Agency Management
(2)
Online Booking Opportunity or Threat?
Functions of Travel Agency;
Land Issues Planning:
Accessibility;
Space and Infrastructure;
Parking;
Amenity Value.
Legal Requirements:
Land Use Zoning;
Licensing and Registration;
Other legal Requirements;
Policy.
Business Issues:
Travel Agency Business Structure;
Managing Travel Agency Business;
Promotion;
Marketing.
7 C’s of Travel Services Marketing:
Competence;
Confidence;
Credibility;
Consistency;
Customisation;
Care;
Clout.
# 108. Part 7: Professional Travel Agency Management
(3)
Financial Issues associated with Travel Agency
Management:
Sources of Finance;
Business Plan;
Financial Record Keeping;
Budgeting;
Tariff Structures.
Package and Group Tours.
Package Tour:
Factors Influencing Package Tour Cost;
Components of Package Tour.
Group Tour:
Steps in Planning a Group Tour.
Sales, Processes and Customer Retention:
Sales Process;
Customer Retention.
#108. Part 8: Executing The Protocol Management Role
(1)
Contextualising Protocol
Conceptualising Protocol;
Defining Protocol;
Diplomatic Relations;
Duties of Protocol Officers;
Essentials of Protocol;
Order of Precedence;
Qualities of effective Protocol Officers;
Vienna Convention on Diplomatic Relations.
Exploring The Role of a protocol Manager
Facilitation of cross-cultural relations;
Promoting effective communication;
Planning as an element of Protocol;
Organising as an inherent aspect of Protocol;
Managing, as elements of Protocol;
Promoting Relationship between Embassies and High
Commission, on the one hand, and Host Government Ministries, on the
other;
General Protocol Management;
Understanding the duties and responsibilities of the
different airport personnel and officers.
#108. Part 9: Executing The Protocol Management Role
(2)
Importance of effective communication in
Protocol Management;
Procedures involved in Passport Processing;
Role of a State Protocol Officer;
Maintaining and improving relationship with High
Commission or Embassy, and Host Ministries;
Establish heightened Events Standard;
Maintaining Conventional and Exemplary Etiquette
Rules;
Being Research-Aware;
Choosing Appropriate Events for International
Visitors;
Coordinating with Peers;
Choosing appropriate Gifts;
Maintaining Cultural Awareness;
Shielding Diplomatic Corp;
Media Relationship Management;
Advising on Events Organisation;
Arranging Visits to Host Country;
Arranging Visits To Home Country;
Ensuring protocol Consistency.
# 108. Part 10: Executing The Protocol Management
Role (3)
Researching traditions and customs;
Understanding Culturally Enshrined Behaviour;
Organising Special Events;
Conducting Risk Assessment;
Establishing Risk Mitigation Effort;
Creating and sending invitations;
Personalising Invitations;
Interpreting Response or Non-response to RSVP;
Effective Seating Arrangements;
Taking advantage of ‘Photo-Shoots’;
Establishing and maintaining Itineraries;
Meeting necessitation and conduct;
Transportation Schedule.
# 108. Part 11: Executing The Protocol Management
Role (4)
Vehicular Convoy Arrangements;
Meeting Venue;
Arranging Consulate, Embassy, High Commission, or
Hotel Overnight Accommodation;
Keeping an eye out for potential Cultural
Infringements;
Averting Etiquette Breaches;
Understanding Political, Economic, Social,
Technological, Ecological, and Legal (PESTEL) Factors, and how they
might impinge on the role and operation of a Foreign Mission.
Establishing excellent working relationship with
Business Operators in the Host Country;
Establishing and maintaining excellent relationship
with Ministries in Host Country, particularly the Foreign Ministry;
Understanding and adhering to the Data Protection
Regulation of the Host and other Foreign Countries;
Maintaining the highest level of Confidentiality, and
Secrecy, where appropriate;
Awareness of relevant ‘Official Secrets Acts’;
Initiating Visits Follow-ups.
#109. Part 12: Protocol For Events Planning and
Hosting
Important Elements of Diplomatic Protocol in Events
Planning and Hosting
Ceremony;
Etiquette;
Titles and forms of addresses;
Introduction using the various Titles, Degrees,
Ranks, and Ratings;
Correspondence;
Conventional Mannerisms;
Wardrobe;
Dinning.
Special Arrangements and Planning for Vehicular
Convoys.
Salient Aspects of Diplomatic Protocol, for Events
Planning and Hosting
Ceremony;
Etiquette;
Titles and forms of addresses;
Using the various Titles, Degrees, Ranks, And
Ratings;
Correspondence;
Good Manners;
Wardrobe;
Dinning.
Special Arrangements and Planning for Vehicular
Convoys.
# 108. Part 13: Salient Team Dynamics Issues in
Travel and Protocol Management
Groups and Aggregations: Points of Distinction;
The Type and Permanence of the Leadership of a Team;
When Does a Situational Leader Emerge?
How Does the Team Attempts to Replace a Situational
Leader, Enhance Stability, Acceptability or Renewed or Clarified
Mission or Objectives?
Why Does a Temporary Team More Problematic to Lead
Than a Permanent Team?
Why Does Team Disbandment Have a Negative
Psychological Effect on Members and Leader?
An Aggregation - ‘Togetherness’ or ‘Awareness’?
Aggregation and Interaction;
Team or Group: A Definition and Distinction;
Team Dynamics.
# 108. Part 14: Team Typologies and Their Bases, in
Travel and Protocol Management
Team Typologies;
Team Typological Bases;
Command Team;
Committees;
Temporary Committees;
Standing Committees;
Task Forces;
Boards;
Command Teams and the Organisational Hierarchy;
Command Teams and the Organisational Functioning.
