Karin Fleschner - Social Secretary and Self-Confessed Protocol "Nerd"

KARIN FLESCHNER is a protocol professional, a vocation marked, she suggests, by a single overarching tenet: "Always remember to treat everyone with respect and kindness, no matter whether it's the vice president, the cab driver or the cleaning lady." Protocol nerd though she might be, Karin Fleschner would win the "Miss Congeniality" award in any contest she entered!

Fleschner worked for nine years as Social Secretary and Protocol Offi cer for the German Ambassador, organizing close to 1,000 events, before moving recently to a new administrative position at the German Embassy. She is also President and Founder of the Protocol Professionals Club in Washington, D.C., an organization created to provide protocol offi cers and career social secretaries "a platform for networking, information exchange, lively discussions and sharing of experiences in an informal setting." The 90 members represent a wide range of international embassies, international organizations, nongovernmental organizations and U.S. government agencies.

Formally Karin Fleschner describes her job responsibilities as "managing, planning and executing a wide range of social, political, economic and cultural events, including galas, press conferences, concerts, receptions, fundraisers, award presentations, breakfasts, luncheons and dinners for up to 2,800 guests." Additional responsibilities include "advising and consulting with the Ambassador and his wife on protocol matters, managing their social obligations as well as introducing them into Washington society."

Less formally, but perhaps even more accurately, Fleschner notes that, "In protocol, you never know what job you end up with, but you have to stay fl exible. I have performed many different tasks," she recalls, "from make-up artist to bartender, cleaner, babysitter, mediator, emergency medical technician, psychotherapist, police woman, bouncer, artist, speech writer, technician, chef, money lender, taxi driver, umbrella holder, furniture mover, designated cab caller, goody bag defender, tailor, photographer, entertainer, guest replacement, fl orist and many more."

We are privileged to begin our series on Washington's protocol professionals by learning the intricacies of being a protocol professional in conversation with her.

Diplomatic Connections: How would you define "protocol" in a working sense? Why is "protocol" important to the work of diplomacy?

Karin Fleschner: Protocol is the etiquette of diplomacy and is a combination of good manners, a sensitive awareness of the feelings of others and common sense. Protocol creates a framework and a common understanding, with the help of courtesy rules and procedures, to make successful diplomatic interactions possible. Protocol creates the right environment so intercultural communication can happen and provides a fertile ground for diplomatic relations to grow.

Diplomatic Connections: Can protocol mistakes impede the work of diplomacy?

Karin Fleschner: The effect of a protocol mistake is unpredictable. People have different feelings, perceptions, sensitivities, expectations and are influenced by their culture, upbringing, politics, education and generation. This is what makes protocol so complex but at the same time so important. A protocol mistake perceived by one person as small and minor may mean a big insult for another person. You never know how your mistake will affect the person in front of you. This is why there is so little room for mistakes in protocol.

Diplomatic Connections: How did you become a protocol professional?

Karin Fleschner: To make ends meet during graduate school, I worked at an event company in Germany. I enjoyed working with people and seeing my work become alive. After finishing my master's degree in business, I pursued a career in marketing. Occasionally, I had the pleasure of putting on big events. But it wasn't until I started at the German Embassy that I was fully immersed in diplomatic protocol.

Diplomatic Connections: How do you learn the job? Is there specific training available? Did you have mentors who guided you along the way?

Karin Fleschner: At the German Embassy, we have always had two protocol officers. When I started in 2006 I had a wonderful colleague who introduced me to protocol. Unfortunately, she left shortly after I started and I was on my own.

The best training is on the job. With each experience you grow, and over time, you develop your own sense of what is protocol appropriate. Protocol rules are not set in stone. Much depends on experience, insights, personality, knowledge of people, instinct and feeling for the situation. I have worked with four different colleagues over the years at the embassy and each of them came from the event industry. That can be a good foundation, but it is different from diplomatic protocol. I have had the pleasure of introducing them to the secrets of German and American protocol and have enjoyed being a mentor and sharing what I have learned over almost a decade of protocol experience.

Diplomatic Connections: Often protocol is seen as the social side of diplomacy — dinners, official visits, receptions, ribbon cuttings, etc. Clearly, this is only one part of the job. Could you explain how the social side of diplomacy complements the "working" side of diplomacy?

Karin Fleschner: Diplomacy happens through relationships. The "social side" creates these relationships; the "working side" takes these relationships to the next level. Social events might seem to be about having a good time and entertainment, but for our Ambassadors and other principals every event is a work event. They have very exhausting schedules and are constantly representing their countries, discussing current issues and forming important connections. Dinners, receptions, luncheons are the places where diplomatic business is conducted.

Diplomatic Connections: Let's look at a specific example of how the social and the working aspects of diplomacy interact. Could you take us through the intricacies of seating arrangements?

Karin Fleschner: Seating arrangements are one of my specialties. It's like a strategy game with many important parts to it. There are many options for one seating arrangement but it's up to you to find the best possible version to accomplish all the goals you have for that particular event. You have to figure out how to create the best experience for each guest and at the same time accomplish your goal for your event.

I write each name on a little sticky note and then start playing around on a big poster board, going back and forth, constantly changing, assigning tables and then table neighbors, until I find my perfect combination. There are general rules of precedence you can apply, but there is so much more to the perfect seating arrangement.

You need to know your guests, their background, have inside knowledge and always be up-to-date on what is going on in politics and Washington. You can't just go by the book, you have to immerse yourself in the seating plan and imagine every person at that table and the conversations they might have.

The best feeling for me is when guests are seated and I look into the room and see engaged conversations at each table, guests enjoying themselves and each other, fruitful discussions, exchange of business cards and — depending on the occasion — laughter. You can feel the energy. When guests are leaving and tell me what a great evening and conversations they had, this is when I'm happy and satisfied with the work I have done.

Diplomatic Connections: What have been the peak experiences of your career?

Karin Fleschner: The peak experiences of my career were the visits of our German Chancellor Dr. Angela Merkel. She has come to Washington, D.C., several times, including one state visit. She is an amazing woman — intelligent, confident, congenial, down-to-earth and a genius. Working close up with someone of her magnitude is humbling. I admire her for her strength, her determination, and her ability to prevail successfully and with confidence in a male-dominated political arena. I respect her for the leader she is and for the role model she portrays for our daughters, showing that anything is possible if you believe in yourself and your dreams.

Diplomatic Connections: Would you share with us the behindthe- scenes stories of some of the most successful events you have organized?

Karin Fleschner: In October 2006, I organized the Day of German Unity. The guests of honor were Dr. Helmut Kohl, former German Chancellor, and George H.W. Bush. Having two such instrumental figures join us for this special celebration was unforgettable. If you have VIPs like this, your event is taken to a whole new level and your protocol skills are tested thoroughly. Logistics, security, guest lists, press coverage and your event management become much more complicated. But it's all worth it.

In February of this year, I organized a women's empowerment breakfast for Chancellor Merkel with Melinda Gates, Senator Susan Collins, Justice Elena Kagan, Special Assistant to President Obama Valerie Jarrett and other impressive women. This was a highlight, so many amazing women in one place discussing an issue dear to my heart. In addition, I got to work with some of my favorite people in protocol, Randy Bumgardner, General Manager of Blair House, and his staff.

Diplomatic Connections: Are there elements of protocol that are country-specific and therefore differ from country to country?

Karin Fleschner: Every country's protocol is influenced by its culture. Time, for instance, has a different meaning and importance in different cultures. In Germany, it's considered rude if you leave a party too early. In America it's considered rude if you stay too long. Therefore, German guests often stay longer at events than American guests. Germans don't mind later starting times but a dinner invitation at 8:30 p.m., during the week, is too late for Washingtonians. You have to take this into consideration when you determine the timing of your event. Promptness goes without saying in Germany. Germans will not be early or late to an event — at least not without a really good excuse.

Diplomatic Connections: How have the Internet and social media impacted the work of protocol professionals? Is there a new protocol of cyberspace?

Karin Fleschner: Printed invitations have been replaced with email invitations or evites. iPad apps manage your guest lists and facilitate the admittance. Acronyms have replaced words. Communication has become much faster, more electronic and therefore more impersonal. This often leads to proper etiquette being tossed aside. In cyberspace you can even SHOUT!!!! without using your voice. You can indicate feelings without a facial expression. An email can easily be misunderstood. You don't hear the tone of the voice, can't see the facial expressions and won't get a feeling for the intention a person has.

Given these realities, proper etiquette in cyberspace is even more important than ever. "Netiquette" is on the rise. You also have to be extra careful with protecting private information. If you hit the wrong button or attach the wrong file you are in big trouble faster than you could have ever imagined.

Personally, I'm still old-fashioned. I value the face-to-face contact. I write my thank-you cards by hand — at least most of the time. I write seating cards with my own calligraphy pen instead of printing them. I trust my judgment more than any iPad app. Before I write long emails I just pick up the phone and make a call. Despite our fast-moving world, I have noticed that people appreciate the personal touch very much.

Diplomatic Connections: What advice do you have for someone who might be interested in a career as a protocol professional? What lessons have you learned along the way?

Karin Fleschner: Go for it! My motto as a person, as a mother and as a protocol professional has always been: "Eventually all the pieces fall into place. Until then, laugh at the confusion, live for the moment and know that everything happens for a reason."

Diplomatic Connections: Good advice under any circumstances! Thank you for sharing your career and your professional insights with us.