Create a lasting memory for customers by letting them know you better BY BARRY SISKIND ne of my favorite places to buy books is Amazon.com. If you are one of the millions of book buyers who use their services, you are familiar with the typical Amazon.com listing. Its history is noteworthy – Amazon started selling books on the Internet in 1995. Over the past decade the company has grown to the point that it sells more books, DVDs, CDs, MP3s, software, videogames, electronics, apparel, furniture and toys online than anyone else anywhere in the world. Why? Because it has a formula that works.
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ABOVE OR BELOW THE LINE? Picture an Amazon.com listing and think of it as above and below the line. Above the line you find the title, price, shipping dates, inventory levels, number of pages, publisher, language, ISBN number and the details about what’s inside the book. There’s no fault here. Everything you need to know is clearly spelled out. But that’s not why people buy books, particularly if it is an author they hadn’t heard about before. They need more than details that bring the discussion to those things that are below the line. These include information about the author, citations, customer rated reviews and a section called, “What do customers ultimately buy after viewing this page?” Above the line points the purchaser to the details and below the line reveals the experience. Which do you think is more important? This same analogy applies to an exhibit program. What do your signs and graphics say? Are they filled with information about products and services? What about your literature? Is it teeming with enough information to sink a supertanker? And what about your booth staff? Do they fill the hours at the show telling people all about the features and benefits of your products and services? If you answered yes to any of these then it’s time to stand back and re-think your approach. REMEMBERING AND KNOWING It all comes down to understanding the difference between remembering and knowing. Remembering, which is prone to error, requires a deep mental level of processing information that is often referred to as the “episodic memory.” Knowing on the other hand triggers a familiarity that interestingly enough is often without the details of a specific product or service. This is referred to as the “semantic memory.”
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The lesson is that knowing lasts longer and has a more powerful impact on decision-making than remembering. When I decide what to buy on Amazon.com, I often refer to the items below the line. This is because to have an experience online, the best I can do is learn what other people feel about something. But in a show environment, we have the advantage of face-toface contact. Our customers have an opportunity to touch, hold, smell, taste and hear our products and services through one or more of their senses. It’s when we harness the power of presenting below the line that we create a lasting impact. HERE ARE FEW QUICK POINTERS; • Your front line booth staff should be passionate about the products and services they represent. • They should leave the customer with a positive feeling about doing business with your company. • Signs and graphics should focus on experience rather than details. • Literature should utilize lifestyle photos. • It’s the little stuff that makes the greatest impact. The last point focuses attention on an important quirk of human nature. People who expect a certain level of service become very critical when it slips even one iota. When dealing with the public you and your staff should constantly try to provide extras that go above the standard. It’s these little things that often solidify the knowing part of memory. Whether you are in your showroom or at a trade show, leave your customers with a positive experience and you will remain top of mind when it comes time to place an order. Barry Siskind is North America’ foremost trade and consumer show expert. Visit his Web site: www.siskindtraining.com or e-mail him at: barry@siskindtraining.com.
Garçon? Garçon… oh, let’s just buzz him!
A new device being tested in the U.S. allows diners to summon their servers with the push of a button. At Central Florida Applebee’s locations, the local Orlando Sentinel recently reported, servers wore watches that vibrated when customers pressed buttons at electronic boxes at their tables. The watches are synced with the boxes as customers are seated. A server gets alerted with a vibrating watch and has 60 seconds to show up, or the manager gets buzzed. Managers also get automatic alerts if a table presses a button several times.
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In this Issue THE CANADIAN EDITION
6 Resolve to do better >
Service please! t was already tough getting good service from some companies before this recession and it’s not about to get any easier. In fact, the easier it seems to get to keep in touch with companies, the harder it actually is to reach them and get answers. This will be another difficult year and planners will have to work as hard if not harder than in 2009 to make things happen. There have been many cuts and basically you, as the planner, will be the one asked to make up for it. In the end, the success or failure of any event is always in your hands. When things go wrong it’s probably never your fault but as captain of the ship, you will be the one taking the rap for it if something does go awry. In order to put all the chances on your side, work with the best. Tell them you want to work with them and tell them why – because they are the best. There is nothing wrong with telling suppliers they’re good, but you also have to tell them you have a budget and how these two things are not mutually exclusive. Unfortunately, often the best is not the least expensive. You can buy a screwdriver at the dollar store (as I have) which will bend as soon as you us it or you can pay more at Rona and it will last you a lifetime. Two points here – you want to work with the best because in the end they make you look good and looking good gets you the raise or bonus and secondly, who needs the stress of working with companies who work hard at selling perception but who simply just don’t deliver in real time? And that’s what we really need in 2010 – real time service.
Every year, planners across the land make resolutions to improve on a plethora of things in their lives. Sandy Biback shares a few of her thoughts on resolutions to try to help you stay on track in 2010.
8 Haggling is an art
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In this new article, CMM Mike Auctor looks at how to haggle during the recession so you can have more jingle in your jeans. Here are 10 tips to help you discuss the cost of any product or service to obtain the best price
9 Halifax: A welcoming city
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The capital city of Nova Scotia has plenty to offer from the arts, gastronomic experiences and Maritime culture. The Halifax CVB discusses this famous port city to inform planners about the benefits of holding meetings there.
Towers of Industry The Planner has created the Tower Awards to honour innovation and leadership in the Canadian business community. We are presenting 10 awards to individuals and companies for being towers of industry in 2009.
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The Planner is distributed to professional meeting and event planners across Canada. E DITOR
A SSOCIATE E DITOR G RAPHIC A RTIST S ALES
LEO GERVAIS
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C IRCULATION C ONTRIBUTORS
Leo Gervais lgervais@theplanner.ca Camille Lay clay@theplanner.ca Matt Riopel mriopel@theplanner.ca info@theplanner.ca Patricia Lemus circulation@theplanner.ca Mike Auctor, Sandy Biback, Guylaine Dallaire, Manon Harvey, Don Murray, Barry Siskind, Sharon Worsley
2105, de la Montagne, suite 100 Montréal, Quebec H3G 1Z8 Telephone : (514) 849-6841 ext. 315 Fax : (514) 284-2282 Your comments are appreciated: info@theplanner.ca Poste-publication No. 40934013 The Planner is published ten times a year.
The Planner uses 30% recycled post-consumer paper. Colour Printer: Litho Express, (514) 816-3865, www.lithoexpress.ca PAP – Registration No. 111100 We acknowledge the financial support of the Government of Canada through the Publications Assistance Program of the Department of Canadian Heritage toward our mailing costs.
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A large country with large people
It’s nutty all around...
The Canadian Transportation Agency is asking Air Canada to look into creating a buffer zone for passengers with severe nut allergies after two passengers complained about the airline. There is currently no formal policy “…to accommodate the needs of persons with disabilities due to their allergy to peanuts or nuts,” the CTA said in a recent ruling. The CTA stated that persons with disabilities are entitled “…to the same certainty that other people enjoy of being able to travel as scheduled.” Air Canada stopped offering peanuts years ago but still offers other nuts, including cashews and almonds. WestJet has stopped serving nuts altogether and other airlines take them off flights if requested. The CTA stopped short of recommending a total ban on nuts as it might serve to provide passengers with allergies to nuts a false sense of security as it would be impossible to guarantee other passengers would not bring nuts, or products that contain nuts, on board the aircraft. Air Canada has 30 days to produce a plan or challenge the decision. On the Web: www.otc-cta.gc.ca
Naya makes a green effort and Canadian tap water is tops
Les Eaux Naya Inc., located in Mirabel, Que., has launched a new-generation of bottle made from 100 percent recycled PET (polythene terephthalate) plastic. The bottles use plastic waste that would otherwise end up in landfills. Naya has 810 employees and was sold last year by European food giant Danone to a U.S. equity fund. On the Web: www.naya.com
AND IN RELATED WATER NEWS… A first-ever survey by Statistics Canada reveals about 98 percent of Canada’s water treatment plants had a perfect compliance record with federal guidelines for drinking water in 2007. The guidelines state that no E. coli should be present in treated water.
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A growing number of Canadians are at high risk of health problems because of their size, a recent Statistics Canada survey found. The percentage of teens 15 to 19 whose waist circumference indicates they are at increased or high risk of health complications has more than tripled since 1981. For those ages 20 to 39, the news is worse: The percentage with waistlines that put them at higher risk – more than 87 centimetres (34.25 inches) for females and more than 101 cm (39.76 inches) for males – more than quadrupled. It shot up from 5 to 21 percent among men, and from 6 to 31 percent among women. Adults 40 to 69 saw their risk double. By the time women are in their sixties, 65 percent are a higher risk for health complications, 52 percent for men. Researchers have said abdominal fat is a key driver for diabetes and high blood pressure, which are risk factors for heart disease. The findings are in the Canadian Health Measures Survey, the most comprehensive survey ever conducted in Canada to determine how fit – or fat – we’ve become since the last major review in 1981. The data was based on physical measurements and extensive interviews with 5,600 Canadians ages 6 to 79 that were carried out between 2007 and 2009. The new numbers reveal a few simple truths. Among them: A child today compared to one a generation ago is heavier, fatter, rounder, weaker and less flexible and young adults are showing the most significant deterioration in fitness and once they get fat, the pattern is to put on more weight. On the Web: www.statcan.gc.ca/daily-quotidien/100113/dq100113a-eng.htm
Fewer TVs can lead to fewer pounds
Want to lose those love handles? Then lose the TV. People who lost at least 10 percent of their weight and kept it off for five years or more had fewer TVs in their homes than overweight people, according to a recent study published by the Annals of Behavioral Medicine. The study found that people with fewer TVs also had more exercise equipment in their homes and ate less junk food.
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A planner resolves to be SMART in 2010 BY SANDY BIBACK, CMP, CMM ell, as I write this, February 2010 has begun. Did you make any personal and/or business resolutions as the New Year and the new decade began? Are you still on track in keeping those resolutions? I was at the gym this morning. It’s always so busy in January, but always a bit of a ghost town in February. True to form only 5 of us were working out today, when in January there had to be about 25 at the same time!
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But first, let’s look at a definition of resolution and resolve:
Resolution:
the act or process of resolving: as a: the act of analyzing a complex notion into simpler ones b: the act of answering : solving c: the act of determining
Resolve:
4a: to deal with successfully : clear up <resolve doubts> <resolve a dispute> b: to find an answer to c: to make clear or understandable d: to find a mathematical solution of e: to split up (as a vector) into two or more components especially in assigned directions 5: to reach a firm decision about Now, let’s look at what we always talk about when we begin to plan our events, meetings, conferences...
Objective:
2a: something toward which effort is directed: an aim, goal, or end of action b: a strategic position to be attained or a purpose to be achieved by a military operation synonyms see intention Source: http://www.merriam-webster.com/dictionary/resolution See any similarities? I sure do, whether it’s personal or business. Can we then take on as our main resolution for 2010 to always define an objective for each of our events? This will make it easier for us to measure, easier for us to determine appropriate strategies and in the end, easier for us to explain to our bosses what we do, why we do it and how successfully we did it! But how do you write an objective? Let’s start with a personal resolution/objective for me to attain in 2010. To enroll and complete a course on French civilization at the Sorbonne in July 2010, not spending more then $$$ (I’ll leave this blank, but I do have a dollar maximum!).
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Here’s some background: I was to have done this trip to France last year, but due to some medical challenges I was unable to. Taking this course has been a life-long dream of mine. Part of my “bucket list”, if you will. So, how can I make sure I accomplish my resolution/objective? Let’s use the SMART method to do so: S(specific); M(measurable); A(achievable); R(relevant); T(timely) . Here’s how it breaks down: Specific: A French Civilization course at La Sorbonne in July 2010 at a cost of $$$. Measurable: I’ll get a certificate when I’m done and hopefully I won’t go too much over budget. Achievable: I’ve done my homework and, for me, yes it is. Relevant: To my personal life and goals, yes. Timely: July is a good time for me to be away and I’m not getting any younger! So, can you resolve to create an objective for each of your events this coming year? Let me help you: To create a measurable objective for each of your 10 events in the year 2010, they need to be: Specific: Ten objective, measurable, events for 2010 Measurable: By December 2010, you will have 10 objectives written in this format. Achievable: What do you think? Don’t set yourself up for failure. Relevant: All should be relevant to ensure that you have clear objectives that can be met. Timely: Wouldn’t this be a great way to look back on 2010? Why clutter yourself up with several resolutions (I promise to return all sales calls; I promise to take lunch each day) when you know many will fall by the wayside by mid-March? Why not create one solid resolution that you can achieve and look back at with pride and document in your job? Maybe it isn’t writing an objective for each event, but whatever it is, make it one solid resolution you know you can follow through on. As for me, I’m off to La Sorbonne in July! Finally, I wish all of our readers a successful year, both personally and professionally. Sandy Biback, CMP CMM, founder of Imagination+Meeting Planners Inc., has more than 30 years experience planning conferences and events. She looks forward to an innovative year working with others. She has also designed educational courses at the college level and currently teaches at George Brown College, Centennial College and the University of Nevada at Las Vegas. She is a member of PCMA and CanSPEP and is often quoted. She can be reached by e-mail at: biback@imaginationmeetings.com. On the Web: www.imaginationmeetings.com.
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H1N1 fears in economy class?
In a new study of how the H1N1 flu virus spreads through commercial air travel, researchers suggest that people traveling in economy class are much more likely to become infected than people flying first class. The primary reasons are the more crowded conditions in economy class and the high probability – approximately 75 percent – that if an infected person is on board they will be in the economy cabin, according to the study published in the online edition of the journal BMC Medicine. On the Web: www.biomedcentral.com/bmcmed/
Mac-PC convergence is a reality
More and more, people are using both Macintosh and PC computers on the same network or a Mac at home and a PC at work. The trouble is that sometimes it’s difficult to transfer files from one platform to another. In addition, it often happens that a PC will not recognize a Mac on the network. The new ezShare adapter from Vantec (which costs around $25) comprises a 1.8 metre cable with two male USB attachments. All you need to do is connect them to two PCs, to two Macs or to one PC and one Mac and have Windows Explorer type of browser installed on each of the machines. In an instant, the contents of both computers will be visible and you can quickly and easily make file transfers. The company also makes a Pro version (about $30) that allows you to link three computers at a time. On the Web: www.vantecusa.com
This music venue is cool… really cool
Ever heard of a concert hall made of ice? The Beaver Creek resort in Vail, Colo. has one, and it includes instruments made of ice, including an xylophone. The Crystal Grotto, located halfway up a nearby mountain located on the resort property, seats 125 people for its daily shows. On the Web: www.beavercreek.com.
Cities on the iPhone... there’s an app!
Wallpaper travel guide readers will be happy to know that its guidebook app for the iPhone is available and quite popular already. The list includes Amsterdam, Barcelona, Berlin, London, Los Angeles, New York, Paris, Milan, Rome and Tokyo. On the Web: www.phaidon.com/travel
Da Vinci on Da West Coast
The Vancouver Art Gallery has scored a coup: It will be presenting an exhibition of Italian scientist and artist Leonardo Da Vinci’s anatomical drawings from the Queen’s Royal Collection. The 34 drawings showcase the skills of this amazing Renaissance man who understood aspects of the human body centuries before anyone else. On the Web: www.vanartgallery.bc.ca
Eat Sun Chips, then compost the bag
Saving the world, one chip bag at a time. We’re not sure if this is Frito Lay’s new green mantra, but it certainly could be. Starting in March, Frito Lay Canada will sell its Sun Chips in bags that can be composted like banana peels and old leaves. The company claims the new packaging, made from corn sugars, is the first completely compostable chip bag. Standard chip bags are usually a mix of foil and plastic and almost impossible to recycle, according to one expert at the Toronto Environmental Alliance. The move to the new bag comes after intense customer backlash over packaging in the snack-food industry. Frito Lay even started pitching its switch to the greener bags in commercials broadcast during the Superbowl. The new bag will break down completely after 14 weeks in a hot, microbe-rich compost pile like the kind municipalities use for organic waste – about the same time it takes for an apple core to be absorbed, said the company. The new bag is made from polylactic acid, and although these new bags are derived from corn, they could be made from any crop containing high amounts of sugar. Consumers will also notice the new bags aren’t as soft as traditional packaging. Frito Lay said it sells 20 million Sun Chips bags a year.
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Planners need to know how to haggle BY MIKE AUCTOR
4. Find and pander to your opponent’s emotional needs – use a bit of psychology!
Haggle – a verb – to attempt to decide on a price or conditions which are acceptable to the person selling the goods and the person buying them. ne of the best ways to save money on goods and services is a simple one – pay less! And the secret to paying less is to haggle, or bargain, over a price. All you will need is determination, but haggling works best in hard-hit industries. Haggling is becoming more accepted, at least for as long as the recession grinds on. And if you can’t get a better price you can probably get an upgrade or freebee of some sort to sweeten the deal. It has been reported that 72% of Americans have haggled in the past four months, compared with 56% a year earlier and it was estimated that they were successful 80% of the time. So haggle away!
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HERE ARE WAYS YOU COULD IMPROVE YOUR HAGGLING: 1. Do your homework – before you walk into any negotiation do your homework, arm yourself with information, research the going prices and features then decide what you’re willing to spend. The more information you have the better bargainer you’ll be. 2. You’ll get more if your opponent likes you – people like doing business with people they like. They’ll concede a point or two if they feel the other is honest and friendly. So set a pleasant and cooperative tone and your opponent will usually respond in kind. Start off slowly, banish the harsh sounding word NO, and find common interests. 3. Keep your cool – and put on your poker face when you walk in the door.
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5. Be confident – don’t diminish your credibility. Be polite but don’t back down. Don’t pause and look away before answering. 6. Embrace silence – silence almost always works in your favour. Hmmmm, I don’t know… and silence. Silence creates the impression of confidence and breaks the rhythm of negotiations. 7. Ask your opponent what he wants – reveal your budget. Many people you deal with don’t like playing the negotiating game and would rather just make a quick and simple deal. All prices are negotiable; you just have to find the right person who can do the deal – and the courage to ask! A good line to use: “You’re entitled to make a profit, but if your competitors can do it for less, you guys probably can too.” 8. Ask lots of questions – and listen carefully to the answers. Watch the body language that accompanies the answers. Listening will also prevent you from revealing important and possibly damaging information of your own. 9) Put your arguments in terms your opponent can understand – Draw your opponent into your proposal, use analogies. Accentuate the positive, eliminate the negative. And give your opponent time to digest the information. 10) If you can’t make a deal – walk away. If you do make a deal, never let your opponent know what a good deal you received. And make sure your opponent feels good at the close of negotiations if you ever hope to deal with him again. Mike Auctor, CMM, is an occasional writer for The Planner. Contact him via the planner at info@theplanner.ca.
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Halifax: This maritime city looks to welcome more meetings and events Halifax, Nova Scotia is probably best known for its port, the Tall Ships, and the famous explosion in 1917. The city has become increasingly interesting to planners so The Planner recently spoke with the Halifax CVB about this Maritime destination as a hot meeting destination. Q: If you were a planner, why would you want to take your group to Halifax? A: As a planner, my responsibility includes creating an environment that will a) be conducive to executing a first rate program that is in keeping with the expectations of my stakeholders and b) by virtue of my selection, be in a position to leverage the popularity of the destination to compel attendance to the event. In either case, Halifax is the solution. Q: How do you view your geographic location as an advantage? A: For those customers travelling domestically, Halifax is a short plane trip from the major hubs of Toronto and Montreal along with point to point service with Calgary for the convenience of our friends in the west. State side, access has been enhanced dramatically, over the past few years with connectivity and frequency through all of the major hubs on the eastern seaboard as well as Chicago and Washington. As Canada’s eastern gateway, we’re the first stop for transatlantic traffic, so geographically, overall Halifax is well positioned on the map! And then there is the ocean aspect – there is something magical about the power of the sea. With our location on the shores of the 2nd largest ice free port in the world, what’s not to like.
year round. As home to Canada’s Immigration Museum, Pier 21 and the Maritime Museum of the Atlantic along with the National Historic site at Citadel Hill the wonders of the past are easily explored giving a sense of connectivity and significance to the role that Halifax has played through history. Nary a month can pass without the staging of a major festival and event, where the opportunity to socialize with “the locals” is one not to be missed. Things kick off in February with the Savour Food & Wine Festival followed by something significant each month, be it the Comedy Fest in April, the Bluenose Marathon in May, of course the Royal Nova Scotia Tattoo is always a highlight in July, the International Buskers Festival, Jazz Festival, Pride Week and the list goes on right through to events that lead us into the Fall and Holiday time period. These are in addition to the many stable attractions in place featuring not only the harbourfront area of the city but the more coastal communities that make up a significant part of the municipal region.
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Q: What are the traditionally low and high seasons and what are the advantages with each season. A: Interesting question, as the definition of high and low, relative to seasonality is really in the mind of the customer as it can change depending on their needs. For the urban resort experience, May through October is most appealing as activities associated with the sea and outdoor fair weather activity is at its peak. That would define off peak as November through April where the concern for exposure to the elements is minimized given the indoor connectivity afforded by the enclosed and temperature controlled pedway system evident throughout the majority of the downtown core. The vast selection of unique venues is weather resilient as well and anytime is the right time to have a good time in Halifax. Q: What are some of the seasonal activities and attractions? A: Given the strength and depth of Nova Scotia’s culture and heritage roots, there are activities and attractions readily available February ’10
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On the ocean... CONTINUED FROM PAGE 9 Q: What are some of the activities a group could participate in, Teambuilding or otherwise? A: Being on the ocean presents a unique opportunity to get on the water, be it for a sailing exercise or for the brave of heart, try boarding a Zodiac and “riding the tidal bore”. If the city’s roster of entertainment doesn’t fit the bill, one can always create a Ceilidh for the group! Nova Scotia’s musical talent pool runs deep and when paired with a traditional lobster supper, there is no better time to be found. Through the winter months, Halifax is proud to call both the Halifax Mooseheads hockey team and Halifax Rainmen basketball team their own. A delegate outing among the hometown crowd is bound to make everyone feel like a true “Haligonian” and guarantees a fun filled night. Q :Can you provide some facts for planners, number of hotel rooms, number of meeting rooms, conference and or convention centre info. A: The heart of Halifax has more than 3500 hotel rooms with approximately 1/3 of these conveniently connected by an enclosed pedway system to the World Trade and Convention Centre. A number of the hotel properties boast premier meeting facilities and many have been designed to take best advantage of spectacular views of the harbour. The most comprehensive and easy way to check out the expanse of the total offering is to tap into the Destination Halifax website. Q: If you had to briefly describe what makes the Halifax different, what would you say it is? A: Team Halifax and by that I mean the collection of tourism partners and industry professionals, many of whom work for different hotels or venues, working as a team to champion Halifax to meeting planners. There exists a collective belief that when we
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The Hydrostone District of Halifax is a National Historic Site. succeed in bring an event to Halifax, everyone wins. ….Rita Plaskett, who recently co-chaired a successful CanSPEP conference in Halifax provided us with feedback and I think she said it best: “There is such enthusiasm and passion – a ‘can-do’ attitude in Halifax. There is also a tremendous amount of knowledge and pride in local product. Having planned more than 100 national meeting and conventions over the past 20 years as an event planner, on a scale of one to ten, the Halifax team is easily 15.” Q: If planners are interested in holding their activities in the Halifax, who should they contact? A: We’ve got an incredible team itching to be of service so to get the ball rolling, get in touch with Helene Moberg, Executive Director of Sales and she is most easily reached at hmoberg@destinationhalifax.com. On the Web: www.destinationhalifax.com
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Sudoku Fill each square with a number from 1 to 9 so that every number appears only once in each row, column and cell.
SOME SUDOKU RESOURCES ON THE WEB:
QUIZ QUESTION OF THE MONTH Copyright: Do you copy it right? Canada’s Copyright Act allows 10% of a published work to be copied without having to request permission. TRUE OR FALSE?
FALSE. The Copyright Act does not specify the percentage of a work that can be copied without obtaining permission from the copyright owner (author/publisher). However, users who make copies under licences issued by Copibec in Quebec are allowed to copy up to 10% of a work.
• www.websudoku.com •www.sudoweb.com •www.dailysudoku.com •www.sudokupuzz.com
For any question regarding copyrights, please contact: Companies/organizations located in Quebec: Copibec, the Quebec copyright licensing agency at info@copibec.qc.ca or www.copibec.qc.ca. Companies/organizations located in Canada (outside Quebec): Access Copyright, the Canada copyright licensing agency at info@accesscopyright.ca / www.accesscopyright.ca.
LEVEL: EASY
Solution, page 14
LEVEL: INTERMEDIATE
Solution, page 14
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Resorts suffer in lagging economy
Looming debt problems have forced several large resorts to abandon future plans. The Rosseau in Muskoka, Ont. is a prime example. The palatial resort is in receivership and was put on the auction block recently with no minimum price. Initial bids were due Jan. 22. The total cost to complete The Rosseau last summer was $170 million, including $15 million lenders provided after it was pushed into receivership. The basic problem for The Rosseau and other commercial real estate properties is the loans they had taken expired and their cash flow could not meet the new, higher debt payment. In addition, asset prices stopped increasing so people stopped buying. Intrawest, which operates Canadian resorts such as Whistler Blackcomb as well as six resorts in the United States, defaulted on a $524 million debt payment in late December and has been trying to work out a deal with its lenders. Vacation resorts are largely based on the premise of rising property values – build a fancy building in a desirable location and sell condos to the wellheeled who can sit and watch as their investment appreciates. They can also rent out the suite when they are not using it to pay the mortgage. The Canadian resort market has help up relatively well – resale values are down about 10 percent but the U.S. market has been devastated by drops of more than 50 percent. Add to that the lack of credit available and some companies have been forced into liquidation or bankruptcy. But as the saying goes, they aren’t building any more mountains so the resort market should pick up as the economy improves.
Human bed warmers arrive at the Holiday Inn in London, UK
Inviting a stranger into your bed is one thing, but just to warm it up? The Holiday Inn’s Kensington, London location recently offered a free five-minute “human bed warming” trial service. So what does a human bed warmer do? A hotel staffer, dressed from head-to-toe in a white, fleecy getup that looks like a cross between a footed pajama set and a snowsuit, gets into your bed upon request and moves around, generating some heat between the chilly sheets. Dr. Chris Idzikowski of the Edinburgh Sleep Centre told Sky News that a warm bed is important for a good night's rest. “There's plenty of scientific evidence to show that sleep starts at the beginning of the night when body temperature starts to drop,” he said. “A warm bed – approximately 20 to 24C – is a good way to start this process, whereas a cold bed would inhibit sleep.” So next time you find the hotel bed a little chilly, you might want to inquire if a bed warmer is available. 12
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NYC Hyatt Hotel is on the cutting edge of the boutique experience
In downtown Manhattan, the new Andaz Wall Street offers a boutique hotel experience, with personal service, a specific local identity and high design. These are all qualities marketed by Hyatt’s Andaz brand, which has had successful openings in London and Hollywood. This hotel, designed by the Rockwell Group in cool grays and blues, promises a chic corporate vibe for the Financial District.
November occupancy drops at 90 three-to-five star hotels in Montreal
There was a 6.1% dip in occupancy at 90 of the three to five star Montreal-area hotels last November compared to the previous year, according to Tourisme Montréal, who cited figures from the Hotel Association of Greater Montreal. The actual drop was 61.6 percent to 57.8 percent, a drop of 3.8 percentage points.
Marriott shows a major 4Q profit
Amid all the economic gloom and doom Marriott International Inc., the largest hotel chain in the United States, reported a fourth quarter profit by cutting its costs and a riding a revival wave in travel demand. Net income for the 16 weeks ended Jan. 1 was US$106 million compared to a US$10 million loss a year earlier. The Bethesa, Md. based company beat the average forecast from 17 analysts for its earnings in a recent Bloomberg survey. Chairman and chief executive J.W. Marriott said in a prepared statement that leisure travellers responded to aggressive marketing campaigns and special offers and noted that business travel, especially to other countries, showed signs of improvement. Marriott, which owns the Ritz-Carlton, Courtyard and Residence Inn brands, trimmed debt by almost US$880 million last year and has also shortened work hours, frozen hiring and lowered investment spending. On the Web: www.marriott.com
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ANSWER EASY SUDOKU PAGE 11
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February ’10
VENUE
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THE ALLSTREAM CENTRE t is hard to believe, but a place formerly called the Automotive Building in the 1920s has transformed into a Green conference centre that is this year’s Tower Award Winner for Venue of the year. The Allstream Centre is Toronto’s newest conference centre, offering meeting planners an environmentally-friendly meeting venue for groups of 50 to 3000 delegates. It has 20 meeting rooms, and the largest divisible, column-free, ballroom in Toronto (43,900 sq. ft.). Targeted to be the first LEED Silver (Leadership in Energy and Environmental Design) conference centre in Canada, the Allstream Centre is conveniently located on the shores of Lake Ontario at Exhibition Place. It also offers linen free meeting rooms, 100% green energy, natural light, local and organic foods, sophisticated HVAC (Heating, Ventilation, and AirConditioning) system, 4-stream recycling program, Wi-fi capability and independently controlled room temperature in each room. Its green achievements have not gone unnoticed: The Centre
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has already won two major awards since its opening in October of 2009: The Ontario Building Envelope Council – which focuses on building exteriors – presented it with its first Award of Distinction for Design and it also won the “Best of the Best” award in the category of Project Achievement given by the Toronto Construction Association. The judges conferred the Tower Award for Best Venue on the Centre because of its Green design and unique trailblazing mission in the face of a tough economy when many other venues did little more than regular maintenance. On the Web: www.allstreamcentre.com Runner-up – The International Centre in Mississauga, Ont. not only offered outstanding services to meeting planners but increased its commitment to investing corporately and socially in its community.
CONVENTION BUREAU
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TOURISME LAVAL t’s quite a challenge for any Convention and Visitors Bureau (CVB) to promote its region and stimulate business interests for all of its members. Each CVB develops a unique strategy based on the market it is trying to develop and in the meetings and events market, Tourisme Laval is this year’s Tower Award winner for Convention Bureau of the Year. By praising the merits of its members, Tourisme Laval offered its services and tourism programs built around the assets of its partners. Tourisme Laval made an undeniable impression in the industry by anticipating the specific needs of their client meeting planners and responding to them with gusto and originality. This CVB is accessible and has a distinct advantage because its convention office has already joined together with a number of dedicated programs in the region and in local business development. Without compromising the creativity of what they can offer or the dedication of its employees, Tourisme Laval has found a way to maintain and even improve its dynamic image as an association that is proactive about Laval’s market needs. By being well established and ever-present in a niche market
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We want to simplify the lives of meeting planners and help make their events more profitable. Andrée Courteau, President and General Manager
(judging by the multitude of free tools for planning developed from event organizers), Tourisme Laval seems well placed to keep providing splendid, knowledgeable service for years to come. On the Web : www.tourismelaval.com Runner-up: Destination Winnipeg offered proof of its dynamic abilities by being competitive with several new projects, all while remaining creative in all of its other endeavours.
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AUDIOVISUAL COMPANY
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VISION AUDIOVISUEL INC. here would your events be without audiovisual? What possible memories would your guests have if they were subjected to a room devoid of any and all lighting effects or any music or sound? Audiovisual companies play a crucial role in the success of any event and those who wanted to stay creative, competitive in the marketplace, and ahead of the trend curve were indeed rare in 2009. Last year’s events forced some companies to revise their offerings in order to try to compete and gain market share. Our Audiovisual Company of the year is Vision Audiovisuel Inc., based in Quebec City. Since its inception in 1996, it has always responded to the ever-increasing demand for new technology and Vision has also stayed ahead of the game in response to lastminute client requests. Moreover, the economic crisis of 2009
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didn’t prevent Daniel Simard, Vision AV’s President and Director of Operations, from making new acquisitions that were key to the survival of his company as they provided an enviable competitive advantage. The strategy of this company is a long-term one, and goes beyond any recession; by keeping an eye on the horizon (and not solely on the budget cuts of its clients) Vision AV is looking forward as it fights for its continued success. On the Web: www.vision-av.com Runner-up: Ruoff, based in Mississauga, Ontario, also continually invests in new technology and, like Vision AV, develops innovative concepts to respond to the changing needs of its corporate clients.
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THE TALL SHIPS his year’s winner of the Tower Award for Event of the Year is The Tall Ships Nova Scotia 2009 held last July. Who as a kid didn’t read tales of pirates, treasure and sailing the seven seas and not feel captivated by it all? The event celebrated life in those amazing ships as they arrived in Halifax to kick-off the festival on July 16 and after the impressive Parade of Sail on July 20, designated ships headed to six other ports across Nova Scotia including Lunenburg, Port Hawkesbury, Louisbourg, Sydney, Pictou and Pugwash. The Waterfront Development Corporation Limited (WDCL) was the producer of Tall Ships Nova Scotia, and Halifax was the main port. Approximately 40 vessels took part and it was the fourth time in two decades that the Halifax Harbour welcomed the tall ships. The Tall Ships is a main reason cruise ships have been appearing in greater number at this maritime port of call. Leanne Strathdee, the Director of Marketing and Communications for WDCL, says the Tall Ships, which started in 1984, is a maritime gem for planners and the public alike. “It’s a great event for everybody. There is really nothing more spectacular than a working waterfront with spars and sails.” Strathdee said planners should note that the Tall Ships provide a great backdrop for any event in the city, and added that companies such as General Dynamics and Fast Freight were initially attracted to Halifax because of the Tall Ships. In 2009, Halifax welcomed its two millionth cruise passenger since the first cruise ship season in 1980. Between May 15 and
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November 5 last year, 124 vessels carrying more than 220,000 passengers passed through the port of Halifax. The port became a key destination for six new vessels and two new cruise lines in 2009, and is a major contributor to the local economy with more than $1.5 billion in total impact annually. On the Web: www.tallshipsnovascotia.com Runners-up – All the great museum exhibitions. One museum told us that by holding a fundraiser during a special exhibition, they can bring out 30% more participants than holding a fundraiser in a conventional venue!
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February ’10
CITY
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SASKATOON
askatoon has won the Tower Award for City of the Year. People think of Saskatoon as flat, near lots of wheat and pretty cold in the winter. But this so-called “Paris of the Prairies” is fast becoming a hot destination for planners for a variety of reasons. After four unsuccessful tries, it was picked to host the International Ice Hockey Federation World Junior Championship that began last December 26 and which was a huge success. It has also hosted the Canadian Medical Association’s annual meeting and the Juno Awards in the past – all pretty impressive for a city of 250,000 people. For meeting and event planners, it has more than 750,000 sq. ft. of versatile convention and event space, a 13,000-seat arena and a variety of unique off-site venue options, plus thousands of well located
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hotel rooms in the downtown core. Add to that its renowned Prairie hospitality and Saskatoon is a winner on many fronts. Tourism Saskatoon has also gained an excellent reputation for being an accommodating partner to groups looking for a memorable event experience. With more than 30 partners, Tourism Saskatoon provides a variety of pre- and onsite-planning services including site inspections, bid preparations and event programming assistance. On the Web: www.tourismsaskatoon.com Runner-up – Following Quebec City’s 400th anniversary, the benefits were felt throughout 2009, and Condé Nast ranked it the sixth top tourist travel destination in the Americas last November.
CANADIAN PRODUCTION BATTLE
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Canadian production that resembled the international reality show Dancing with the Stars made a lasting impression in 2009 and is the Tower Award Winner for Canadian Production of the Year. Battle of the Blades paired a number of former NHL players with prominent female figure skaters and performed routines. The popular show was hosted by Hockey Night in Canada’s Ron MacLean and four-time World Figure Skating Champion Kurt Browning. The first competition had two regular judges and several guest judges including Don Cherry, Katarina Witt, and George Stroumboulopoulos. The winners were Jamie Salé and Craig Simpson, who won $100,000 and donated it to spinal cord research. The show was an instant hit and averaged 1.5 million viewers per week. It received tons of positive media reviews (including the New York Times) and was responsible for bringing the old Maple Leaf Gardens (the locale for the show) back to life. Plenty of Canadian music was used, and the show even trotted out Jim Cuddy of beloved Canuck band Blue Rodeo one episode (their hit ballad “Try” was skated to in the competition by Marie France Dubreuil & Stephane Richer). Eventual second–place finisher Claude Lemieux even sang a version of Leonard Cohen’s haunting song “Hallelujah” and skated to it with his partner Shae Lynn
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Bourne. But it was the unique link to two beloved Canadian sports (skating and hockey) that made it a real winner, and was a lot of fun to watch for the skill, artistry and fun it displayed. Here’s hoping next year’s show will feature retired female ice hockey stars like Cassie Campbell teamed up with Canadian male figure skaters! On the Web: www.cbc.ca/battle Runners-up – All the producers of movies that were produced in Canada in 2009 and generated millions of dollars in revenues and created thousands of jobs.
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LYNE BRANCHAUD anada has a plethora of talented meeting and event planners, many of whom are well known for their accomplishments. To choose just one of these skilled people above all others was a Herculean task, but the winner of Planner of the Year – Lyne Branchaud – really caught our attention. In 2009, Lyne excelled in several new ventures without ignoring projects she was already involved in. She is the full-time Director of Events and Sponsorships for Uniprix – not to mention her activities with the Montreal chapter of MPI – but Lyne also celebrated the March 2009 launch of her book L’organisation d’un événement – Guide pratique (Organizing an event – a practical guide) which is one of the few practical manuals targeted to francophones in the meetings and events industry. Lyne didn’t stop there, however; she also wrote a weekly blog
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about organizing meetings that gave her Internet followers the latest professional advice, the pulse and news of the meetings and event industry as well as new job postings in the field. Her willingness to share her expertise with both senior planners as well as newbies personified her ambition and community spirit – the recession just couldn’t stop this planner dynamo! In sum, Lyne is an accomplished senior planner who is passionate about her profession and listens to others in the industry. She has become a reference for many professionals in Quebec and elsewhere. On the Web : www.guideevenement.com Runner-up – Sandra Wood, an Ottawa-based planner for the Canadian Medical Association, is another person who merits high praise this year. Her accomplishments and determination, especially in education and the Green movement, were most impressive.
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THE HILTON MONTRÉAL BONAVENTURE eeping a keen eye on the efforts of hotels during this recessionary year revealed several surprises, chief among them the impressive rise of an establishment whose initiatives and branding strategies put it way ahead of most of its competitors. The Hilton Montréal Bonaventure, this year’s winner of the Tower Award for Hotel of the Year, showed an exemplary attitude during the economic slowdown. Like all businesses its financial results were affected, but the ambition of this relatively small convention hotel allowed it to meet and exceed all of its clients’ requests on numerous levels. The hotel proposed a new vision for
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They met the challenge... its employees and clients and the management concentrated on two critical elements: service and innovation. They met the challenge of preparing their employees for change due to the recession by rethinking the way they did business. They reorganized their internal structure, providing particular attention and exclusive service to the last-minute demands of corporate clients – 8
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by doing so, they developed a concierge-type service totally dedicated to meeting and event planners. Consequently, you will now find a concierge desk on the banquet floor reserved for meeting planners, making it easy for them to benefit from personalized service, logistical help and general assistance as required. The sales team was also redefined, and now regularly provides new programs and creative ideas to maximize the use of available space. By adapting its service philosophy and involving all of its employees in the process, the Hilton Montréal Bonaventure created a new foundation to assure its continued development and that of its most important asset – its clients. On the Web: www.hiltonmontreal.com Runner-up — The Fairmont Le Château Montebello’s impeccable service and consistency were in evidence once again in 2009. It also opened new meeting rooms at an investment of $6.2 million.
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February ’10
ENTREPRENEUR
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PORTER AIRLINES LTD. orter Airlines is this year’s winner of the Tower Award for Entrepreneur of the Year because of its dogged dedication to that once cherished mantra of all airlines – customer service. Sure, we all love the flight attendants in the pillbox hats but the Porter flying experience is second to none for other reasons. Flying out of Billy Bishop Toronto City Airport, the innovative airline flies 18 planes to 13 different destinations including Toronto, Montreal, Halifax, Ottawa, Myrtle Beach, Mont-Tremblant and Chicago. Porter invested a lot of time and money in 2009 to expand their terminal at the airport, which will open this year. At a time when many businesses and airlines were downsizing and cutting, Porter was a market leader.
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A recent blog post about Porter’s service summarized most commentators’ thoughts: “Porter provides a very easy, relaxed way to travel. Toronto City is a great little airport for business travellers, Porter’s service is friendly and efficient, and the planes are brand new and comfortable.” Despite challenges on many fronts, Porter rose above it all and showed impressive mettle in 2009. Bravo Porter! Thanks for giving planners an enjoyable and viable alternative for air travel. On the Web: www.flyporter.com
“Porter provides a very easy, relaxed way to travel.”
Runner-up — The Le Germain Group who continued their
FUNDRAISER AND SHOWMAN YEAR - GUY LALIBERTÉ he current recession has provided a lot of speed bumps and road hazards for those traveling the difficult road of fundraising. Simply put, between businesses becoming ever more sensitive about financially supporting charitable works and those who don’t want to be associated except when an event is extraordinarily profitable, fundraisers are often left racking their brains to find ways to guarantee a level of participation that will ensure their event’s success, financial and otherwise. But just when this recession reached its apex in 2009, we saw the ascension of a fundraising project that surpassed the imagination of even the most creative planners: ONE DROP™. This foundation, led by Cirque du Soleil creator Guy Laliberté, is trying to fight poverty around the globe by giving everyone access to clean water, today and in the future. This dream that is now a reality is proof positive that the only nation we are limited by is our imagination. ONE DROP™ pushed all obstacles, particularly
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The craziest dreams are realized when each one of us gives their energy, effort and creativity. Guy Laliberté financial ones, out of the way by giving a home to a social and poetic mission held in space aboard the International Space Station (SSI), which was the first event of its kind held in outer space. Can you think of a better example to show that out-of-thebucket thinking can inspire the masses and help solve the water crisis? Guy’s on-board diary and the short videos rebroadcast on the foundation’s site garnered the attention of the world’s media and accomplished the mission’s prime objective: To sensitize the entire world about our fragile planet’s water problem. On the Web : www.onedrop.org Runner-up — Our second showman of the year is Michael Bublé. This Canadian crooner has created an enviable international reputation with his passion and perseverance and, of course, talent.
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A great resolution for major change BY STACEY HANKE
s we now enter 2010, many people reach for the same old resolutions – getting back into the gym, paying off credit card debt, becoming more organized. Yawn! Consider one resolution that can make a big difference – learning how to communicate more effectively. Think about it – communication is what makes the world go round in our professional and personal lives. We’re always in search of communicating with impact and influence. Why not resolve to do it better in 2010? I’ve said it before: Face-to-face communication is a lost art. We’ve become victims of our own technology. From Twitter to Facebook to our BlackBerry, iPhone and Skype, the list of technological tools we use to communicate continues to grow. They all offer communication benefits, such as staying in touch with a wide network of people. But these tools also compete with our time and ability to communicate face-to-face.
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DO YOU TWITTER INSTEAD OF TALK? How many of us are guilty of texting, twittering or emailing a message to someone sitting right next to us? Most of us would have a nervous breakdown if we wouldn’t have access to these life-suckers for a day. Technology enhances communication, but only if you know when and how to use it. I received a phone call from the CEO of a recruiting company who was inquiring about non-verbal tips he should be aware of when interviewing candidates. As we discussed these cues, he shared stories about the differences between individuals’ choices of communication mediums. He explained to me, “When I want to share a job opportunity with an individual who is 25 years of age or younger, I need to send them a text message to get their attention. They will not return my phone calls or email messages. Frequently they will not respond to the text within 24 hours.” Yes, we need to adapt to every generation. However, if we rely on technology to communicate, what happens to our face-to-face communication skills? At some point we NEED to have a face-toface conversation.
• Build and cultivate long-term relationships. • Influence action. • Eliminate miscommunication. When possible, start with a face-to-face conversation. Then identify the second form of communication based on your listener’s expectations. Ask co-workers, members and other listeners if they prefer e-mail, a telephone call or other forms of communication. Communication needn’t be complicated. It helps to get back to the basics and begin improving face-to-face communication. Tony Robbins, the guru of goal setting, stated that only 1% will still be committed to their goals six weeks after they’ve been set. You need to want it bad enough to make a commitment to improve your communication. If you could commit to making one change to how you communicate, what would it be? Do you want the change badly enough to be willing to make the sacrifices required to see results in one, three and six months down the road? Wishing you a healthy and successful 2010! Stacey Hanke is an executive consultant, author, coach and speaker with 1st Impression Consulting, Inc. in Chicago, Ill. E-mail her at: stacey.hanke@1stimpressionconsulting.com or call (773) 209-5970.
And the lucky winners were... he last issue of The Planner revealed 101 Ways to Relax at the office, in your home, outdoors or in just about any circumstance. Planners who sent us suggestions had a chance to win a one-night stay at The Park Hyatt Hotel in Toronto, as well as two gift certificates to enjoy the Hotel’s Stillwater Spa.
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The lucky winners were : Grand prize:
TECHNOLOGY PROVIDES OPPORTUNITIES Don’t get me wrong; I enjoy my Twitter, Facebook, Skype and any technology that provides me opportunities to communicate. The difference is I know what messages have greater impact and influence when communicated face-to-face. I haven’t lost touch with how critical it is to practice improving my ability to communicate face-to-face if I want to: 6
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Julie Lavallée-Morin, Axa Insurance Stillwater spa gift certificates : Yvonne Dewar, Elastic Events France Guillot, Mercer
February ’10
Why even set a goal if I can’t keep it? BY SHARON WORSLEY or many of us, we are already a few months into the New Year, and we have all but abandoned the goals we had planned to obtain over the next 12 months and beyond. It is a common practice to decide on resolutions for the coming year and to desire to start on this ‘new journey’ or way of life starting January 1. Sometimes this works. However, I have found that while most people have the best of intentions, they have not set themselves up for the success they seek. To do this it is imperative that each goal be measurable and time specific. Many people miss these important ingredients in goal setting, and instead they resolve to lose weight or stop smoking or want to make more money without making the goal measurable or time specific. In this instance, if the person set a goal such as “I will weigh 135 lbs by 5 p.m. on September 19, 2010, they run a better chance of getting there than just saying, “I want to lose weight”
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TWO POINTS WORTH CONSIDERING At this juncture it is also wise to consider two other points. Number one, why do I want to be at that weight and number two, how can I set myself up for success in reaching this goal? People will often set goals without really giving consideration as
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to why they want to attain the thing they say they want and consider how important it is to them. For instance, if you set yourself a goal to make an additional $2,500 in the next 12 months have you considered the reason why you are making this a goal? Is it so that you can pay off existing debt, take a vacation, save for your child’s education or put it into an RRSP for your future? Being clear on the motivation for the goal will help you strive to reach it, especially when times get tough or you get distracted with life. You are more likely to hit the goal if you attach it to something you value. Another consideration is to determine what needs to happen for you to reach the goal you have set. It is not enough to state the goal to those around you, or to even write down the goal. You must take time to look at what steps are required to secure this goal. In the above example of making additional money, you might want to find a part time job, cut some discretionary expenses like extra cable TV channels, or seek a raise at your current job. Once the goal or goals are written (far better chance to attain them when written down), it is best to review the goals several times a day. Your brain wants to close the gap between where you are currently and where you want to be, so it creates something called ‘structural tension’, so that your creativity will be stimulated and you will stay motivated. Sharon Worsley, of Sharon Worsley International Training is an expert in the area of personal leadership. Her signature keynote ‘Live By Choice, Not By Chance’ inspires individuals and organizations to seek excellence in their life and their organizations. Sharon can be
PLANNER
February ’10
An Olympics-themed menu winner Here is the winning entry for the menu for a Canadian Olympics-themed event, submitted by Judy Zinni of Bard Canada:
Hors d’oeuvres Downhill Beef: Spiced Alberta beef tartar on Asian spoons Tyee Snowboards: Smoked BC Tyee salmon with Canadian-produced mascarpone cheese and chives Oyster Luge: Salt Aire® Oysters on the half shell, with traditional accompaniments Biathlon Trophy Moose: Corned moose brisket on Ace Bakery rye toast with grainy mustard Olympic Torch Poutine: Mini Yukon Gold French fries with cheese curd and gravy, served in a parchment cone Winners’ Bouquets: OAC Millenium asparagus wrapped in Pingue prosciutto Toque Tartlets: Cinnamon laced BC apple and rutabaga tartlets
Appetizer
Main Podium Bound Pork: Perth Pork Farm wild boar tenderloin, with maple syrup, thyme and Dijon mustard sauce Served on a “podium” of PEI potato mash with ramps, With “an audience of” green beans in brown butter (made from Beurrierie du Patrimoine artisanal butter)
Dessert Sweet Victory: Pears poached in BC white wine, with Tiger Blue Cheese and roasted black walnuts Communal plate of Europea Restaurant macarons, Nanaimo bars, and Milsean Demerara Butter Crunch candy Judy Zinni wins a set of Olympic coins and our three runnersup were: Leacy O’Callaghan, Canadian Association of Medical Radiation Technologists; Sue Lewis, Canada Green Building Council; and Sue Selby, CAA South Central Ontario. The runners-up garnered some beautiful Olympic scarves and tuques. Thanks to our kind sponsor Catering By George of
Opening Ceremony Duck: Seared Brome Lake duck breast with Saskatoon reduction
Soup Après-Ski Hand-Warming Soup: Creamy fiddlehead soup served in a hand-thrown mug made by students of the Kootenay School of Art
Combine
BUSINESS with pleasure
at the Festival
Take care of business… then slip backstage for some fun. Treat your partners, clients and staff to an unforgettable party!
Book Now: Claude Chabot at 514 845-3440 ext.2284 or cchabot@hahaha.com February ’10
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