Protocol through nonverbal communication
The Chamber of Commerce of Montenegro organized a seminar titled “Protocol Through Nonverbal Communication” on July 23.
The aim was to provide participants with knowledge and skills in this field to help them become more aware of their own nonverbal expression, improve their communication abilities in formal situations, and better understand the cultural and professional norms conveyed through nonverbal cues.
“Protocol duties are a demanding communication task, so training in awareness of one’s own nonverbal aspect of communication represents a minimum standard for those in protocol roles,” stated Marga Koković from the Education and Quality Sector of the Chamber in her opening remarks.
The lecturer, Slađana Pejović, a master of business psychology, elaborated further on the topic. She has been involved in protocol work for more than two decades. She received specialized training at the Diplomatic Protocol Department of the Ministry of Foreign Affairs of Serbia and Montenegro in Belgrade. Currently, she serves as the Head of the General and Protocol Affairs Department in the Secretariat of the Capital City Assembly of Podgorica. She is also the author of the book “Nonverbal Communication in Protocol Work”, through which she shares her experience and insights with all those interested in the world of protocol.
During her lecture, Pejović spoke about various forms of nonverbal communication, the importance of appropriate and well-organized protocol, the rules governing the specific world of nonverbal communication in work and public relations, and knowledge of organizational, state, and diplomatic protocol principles.
Pejović emphasized that protocol is a craft practiced by experienced professionals who must possess organizational skills, be educated, well-mannered, refined, and, most importantly, able to provide solutions at any given moment. It is, as she noted, a service that requires an academic approach.
“From birth, we teach children how to behave based on an established model passed down by our parents. Therefore, culture plays a dominant role in our lives. It is the foundation of all communication and has influenced the formation of basic protocol guidelines, whose purpose is to establish civilized coexistence and ceremonial rules for marking occasions,” she said.
According to her, every society, community, or organization must respect certain rules in order to function. The same applies to the business world and business communication. It is essential that contacts between companies, especially those on the international stage, follow universally accepted rules and customs—this is the essence of protocol.
Pejović highlighted that modern protocol is not limited to behavior rules and formality, but is a tool for building trust, respect, and clear communication between interlocutors from different cultures and hierarchical levels. She also stressed that nonverbal communication is indispensable in every business encounter, as it conveys emotions, attitudes, and one’s professional identity.
“Protocol is not just empty formality. It is the highest expression of respect shown to the institution, the person, and the moment in which we find ourselves,” she concluded.
Speaking about the importance of nonverbal communication, she pointed out that if we fail to understand what the body is communicating, we will miss the essence of any interaction, regardless of what is being said.
Pejović demonstrated to seminar participants how to properly use body language, understand the importance of paralinguistics (tone, speed, and rhythm of speech), and how visual presentation—such as posture, clothing, and facial expression—shapes first impressions.
She placed special emphasis on the importance of emotional intelligence, stressing that understanding emotions and expressing them in a controlled way plays a key role in protocol, especially in highly formal situations.
Through concrete examples from her long-standing practice in protocol, including official visits by state and religious leaders as well as international events, Pejović provided participants with deeper insights into the real challenges and solutions inherent in protocol communication.
