1. PROTOCOL & GENERAL ETIQUETTEBy
Bernard D. Njuguna
Registrar, Planning
University of Nairobi
Presented during a Hospitality Committee Retreat
Saturday, March 23, 2019
Rehabilitation Centre, Kikuyu

2. The University of Nairobi Towers

3. Who is a Protocol Officer?
PROTOCOL & ETIQUETTE
Who is a Protocol Officer?
Someone employed by a government agency or an organization in order to facilitate guest relations, meetings, ensure etiquette for official engagements and streamline interactions with dignitaries and other important people.
Detailed to guide leaders to avoid making etiquette or cultural mistakes.
Must be ready to work long hours and know the organization well.

4. What is Etiquette?
Etiquette is a set of specific rules designed to ensure polite behavior in a group or within a culture. When someone knows and follows the expected rules for behavior, we say that person has good etiquette or good manners. Part of being properly socialized within a culture is learning what that culture considers acceptable behavior in dining, conversation, and attire.

5. Bible and etiquette/Manners
The basic standard for Christian behavior is 1 Corinthians 10:31, which says, “So whether you eat or drink or whatever you do, do it all for the glory of God.” When our goal is to honor the Lord in every way, we remain aware that we represent Him everywhere we go. Whether sitting in a church service, shopping at the mall, or working at our jobs, we can do so for the glory of God. When we carry the reputation of Jesus with us, our behavior affects the way others see Him. For one of God’s servants to be perceived as rude and uncivilized would be dishonoring to the Lord.

6. 5Ws of PROTOCOL & ETIQUETTE
Arrival protocol
The 5 Ws & H of the guest:
Who are they?
Where from?
Where to?
When arriving?
Why coming?
How coming? - to be received or greeted?
Flag & insignia protocol – for state guests only!

7. PROTOCOL & ETIQUETTE Cont…
Seating protocol
Office meetings – Guest to the right side of the Host with their Aides G = H A
Guest and Host of the same rank

8. PROTOCOL & ETIQUETTE Cont…
Seating protocol cont… H G A
Host of the higher rank than Guest

9. PROTOCOL & ETIQUETTE Cont…
Negotiating meeting – Hosts & Guests sit across table facing each other
Aide/
Interpreter H2 H3 H4 H3 H2 H1 G1 H1 G3 G1 G2 G3 G4 G2
Aide/
Interpreter

10. PROTOCOL & ETIQUETTE Cont…
Seating arrangement – Dais G8 G7 G6 G5 H4 H5 H6
2nd Row G4 G3 G2 G1 H1 H2 H3
Front Row

11. GIFTS
Gifts should be thematic and seek concurrence of both Host and Guest
Artistic items or local food items – popular
Seek legal guidelines on gifts from other side
Agree on presentation-ceremonial or private
Be sensitive on cultural dynamics, colour etc.
Research on previous gifts exchange
Personalized gifts require Guest’s approval.

12. RECEIVING GUESTS
Formal/Official handshake, brief and firm with eye contact and a smile
Conveys confidence and professionalism
Flappy, prison, robot, Jackhammer or squeezing handshakes NOT polite!
No hugs or kisses unless as pre-arranged protocol events- (Men to Men. Ladies to Ladies)
Don’t render self to a hug – you may faint!

13. RECEIVING GUESTS cont….
Short, concise introduction to Guest is in order
Polite request of the invitation or Business Card.
Walk half a step ahead of your Guests (Slowly)
Guests are always to the right side of the Host
Open door, enter and hold door for the Guest to enter.
Open lift, enter and open door for the Guest to enter.
Hold and position chair for the Guest to sit.

14. PERSONAL ATTRIBUTES
Be punctual – “The Queen is never late, subjects come early”
Be fresh, no alcohol, tobacco or strong Colognes – Just a bit!
Dress formally, comfortable shoes, avoid bags
Mobile devices should be turned off or put on silent mode
No selfies for protocol officers Please!!!!

15. IN CONCLUSION Be conscious of academic traditions (right Gowns)
Hosting Guests with Disabilities
Uninvited Guests (Children – Provide alternative space away from main venue)
While talking to Guests, be conscious of cultural norms, avoid dry jokes – be formal.
‘County of James Bond and Wheelbarrows’!!!

16. IN CONCLUSION Cont…
Speak clearly and slowly (esp. for non - English speakers)
During luncheon, wait for the host to give a signal. Never start eating before a signal from the host
Guests wait for the host to begin eating – DON’T STARVE THEM!
After an event, bid goodbye to Guests and thank them. Follow up telephone, etc.

17. Remember, you are the face of the University of Embu
FINALLY…
In discharging your responsibility, you need to be guided by the following four Ps and four Es:
Professionalism
Patriotism
Passion
Pace
Remember, you are the face of the University of Embu
Ethics
Equity
Efficiency
Effectiveness

18. Be a good Host
Thank you

19. REFERENCES
Abby Turano. General Etiquette and protocol: available at
Harris, A. Etiquette and protocol: A guide for Campus events: available at;
Muthomi J.M. Orange Kenya Protocol, Etiquette and Public Affairs Learning