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The Zimbabwe Institute of Diplomacy (ZID) conducted a four – day Diplomacy and Protocol course for the Airport Company of Zimbabwe Customer Service Personnel at the Rainbow Towers Conference Centre Harare. The workshop was tailor made and designed for Airport customer service responsible for receiving, welcoming and sending off general clients, receiving and sending off VVIPs, Handle customer complaints, assist passengers in checking in, tickets, provides flight information, checks baggage, and also solve travel related problems. The Workshop covered contextual understanding of Diplomacy and Protocol, Customers and attributes to create diplomatic customer service. Essence for Diplomatic and Protocol training was meant to gear the Airline Customer Service agents with an expanded scope of Diplomatic customer service to ensure the satisfaction and happiness of airline customers. Diplomatic and Protocol Techniques were explored including protocol for proper introductions and greetings, Protocol of ushering and corsages, protocol of seating, walking and standing arrangements for VVIPs and general clients, Roles of a protocol officer, state protocol, International Travel Protocol Practices , Multicultural Diversity and Cross Cultural Business dimensions, Protocol and Strategies of managing events and ceremonies, Diplomacy and Diplomatic strategies for handling VVIPs, Diplomatic techniques of handling and dealing with difficult customers as well as appropriate language and posture to use for VVIPs.

To create lasting first impressions airline customers agents were exposed to intensive professional grooming and deportment, and international business etiquette coaching. The participants were also endowed with the training as it covered application of international personal Branding and guidelines for decorum in business etiquette, Professionalism and grooming which include aspects of professional attire, personal and professional hygiene. The Workshop is one of the ZID’s capacity development programmes for Government, Corporates and Private companies in a diverse world of Diplomacy and Protocol dynamism. Mr V.A. Chikanda, a Diplomacy, Protocol and Professional Branding Academic facilitated the Workshop. The participants of the workshop were awarded with Certificates in Diplomacy Protocol and Etiquette.