Clear communication chain

Chris Jones
Jul 8
2 min read

Maintaining the Chain of Command:

When managing events, maintaining a clear and effective chain of command is essential for smooth operations and client satisfaction. One common challenge arises when the client’s client—such as a sponsor, VIP guest, or partner—begins to issue instructions directly to event staff. This can create confusion, disrupt workflows, and lead to miscommunication.

Here’s how event staff should operate in these situations to ensure professionalism and a successful event outcome.

Why the Chain of Command Matters

Consistency: Ensures all instructions align with the event’s objectives and agreed-upon plans.
Accountability: Clarifies who is responsible for decisions and outcomes.
Efficiency: Prevents conflicting directives and streamlines communication.

Common Scenarios

A sponsor requests changes to seating arrangements.
A VIP guest asks for adjustments to the event schedule.
A partner wants to alter branding or signage on the spot.

Best Practices for Event Staff

1. Recognise the Chain of Command

Understand who the primary client contact is.
Know the escalation process for requests and issues.

2. Respond Professionally to the Client’s Client

Listen respectfully to their request.
Avoid committing to any changes or instructions immediately.

3. Redirect Requests Appropriately

Use polite, clear language to maintain boundaries. For example:

“Thank you for your suggestion. To ensure everything aligns with our client’s vision, may I ask you to discuss this with [Client Name]? They can confirm and relay any necessary changes to us.”

4. Notify Your Supervisor or the Client

Inform your direct supervisor or the client about the request.
Document the interaction for reference.

5. Remain Neutral and Courteous

Do not express opinions about the request.
Avoid taking sides or showing favouritism.

Sample Communication Phrases

Scenario	Suggested Response
Request for schedule change	“I appreciate your input. Please let [Client Name] know about this request so we can proceed.”
Instruction on setup	“For any changes, we’ll need approval from [Client Name]. Could you please check with them first?”
Branding adjustment	“I’ll make a note of your suggestion and share it with [Client Name] for review and instructions.”

Tips for Event Managers

Brief staff before the event on the importance of following the chain of command.
Provide staff with scripts or standard responses for these scenarios.
Empower supervisors to handle escalations quickly.
Clarify roles and responsibilities to all stakeholders before the event.

Conclusion

Upholding the chain of command is vital for event success. By redirecting requests from the client’s client through the appropriate channels, event staff help maintain clarity, prevent miscommunication, and ensure the event runs according to plan. Consistent application of these guidelines fosters trust, professionalism, and a seamless event experience for all parties involved.