March 2010

Pushy sales people a no-no at a trade show

BY BARRY SISKIND ne of the things that drives trade show visitors crazy is pushy sales people.

When visiting a show, the last thing visitors want to encounter are sales people who do not take the time to learn about their visitor’s unique situation before embarking on an overwhelming spiel that includes information that has very little to do with their needs. It’s called the pitch.

Think back to a time when you were a customer. You could have been shopping for anything: a new car, a winter jacket or something for dinner. Now, pretend that you asked whoever was serving you for some information and that person took your question as a signal that you wanted to hear everything. What would your reaction have been ? My guess is that while you may have tolerated the pitch, you were probably thinking about ways to end the conversation. Am I right?

Visitors to a trade show feel exactly the same way. Their defense against pushy sales people is to avoid eye contact.

Studies have shown that as many as 95 percent of visitors walking a show avoid eye contact. Can you blame them?

The solution, then, is an attitude adjustment. When you are preparing your staff for a show or an event, you want to help them change their approach from one of a salesperson to one of a host. A host is a friendlier role to play and takes the emphasis away from pure selling.

The role of host is usually played out in social settings. Here is an example. Let’s suppose for a moment that you and your family have moved to a new home. The moving trucks have long gone, your boxes have been unpacked and everything has been placed where it belongs. It has been an exhausting experience.

O

Now you and your partner are sitting on a couch realizing that while your new home looks great you are strangers in the neighborhood. To rectify the problem you decide to have an open house for the neighbors. You set the time for next Sunday between 2 and 4 p.m. You then create an invitation and walk up and down your street stuffing it into your neighbours’ mailboxes.

Now it’s 2 p.m. on Sunday and your home looks perfect. Your front door is open and the first neighbor approaches. What do you do? You have the following options: • Sit in the den and watch television • Sit on your couch and read the newspaper • Approach them by telling them all about yourself • Or approach them and get them talking about the neighborhood

Up to 95 percent of visitors to a trade show will avoid eye contact The last suggestion is the one that fits the role of host well. It’s the same role that should be played in a booth. Your exhibition booth is your place of business for a few days. Instead of trying to sell products and services to visitors who happen by, simply welcome them and try to find out what their needs are.

The right approach will make the difference between success and failure of your exhibit plan.

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.

www.theplanner.ca | March 2010 |

The

PLANNER

3

In this Issue THE INTERNATIONAL EDITION

6 Teambuilding as a strategy >

Success comes from forethought and caring ow! What a fantastic job they did in Vancouver. Whenever I watched the Olympics on TV, everyone seemed to be having such a great time. It was smiles all around, and it obviously helped that Canada did very well in the medals department. It was unfortunate that it began with tragedy and a few glitches but what the Vancouver organizing committee put together was perfectly executed from a spectator’s point of view and it made us proud to be Canadians. The trick now is to continue that momentum.

How can that be done? Well, in our industry, there are a few ways.

One easy way is by encouraging local Canadian businesses and working together as communities, for no one person is more important than the whole. Another way is by encouraging fellow Canadians who work and live in Canada because, in the end, it’s all about people and relationships. Caring is at the heart of really good leadership, and that must have been what they had in Vancouver because people truly seemed to care. I’m sure there were no signs saying, “Put on a happy face.”

First of all, most of the people that did the work were volunteers, so they wanted to be a part of it – to help and be of service. So I guess that’s something we should all look for when hiring personnel, that sense of volunteerism, that ‘What can I do to help you’ positive service attitude. Basically, it was caring!

That’s the industry we work in – and we should expect no less than the example set by the people at the Vancouver Olympics.

As a nation, we can be proud on many fronts following these great Games: as a service industry a benchmark for planning and organizing, friendliness, helpfulness and caring have been established and now it’s up to all of us to continue the high standard.

Like the Olympic athletes, we must keep competing. We can’t stop working at it if we want to excel and be the best. So, let’s follow their example and strive to be the best and show others that we care because caring is contagious, and it can be passed on like the Olympic torch for everyone to see and follow.

LEO GERVAIS

W

A team is a group of people who share a common set of objectives and goals. But what are the strategies to get a group to develop a strong team ethic? Editor Leo Gervais gives readers a new take on teambuilding.

12 Humour can add energy >

Experienced speaker Stacey Hanke knows humour when she hears it. In this column, she provides some good examples of humour that works and – just as importantly – that definitely doesn’t work when speaking to groups.

14 MPI conference in Cancun >

Meeting Professionals International is well known for their excellent educational sessions held several times per year.

This year’s MeetDifferent Conference in Cancun highlighted the use of technology.

20 Salt and pepper >

Is there anything more commonplace than salt and pepper?

Leave it to our foodie/associate editor Camille Lay to write with a fresh pair of eyes and provide some insight that will shake your perceptions about this famous culinary duo.

THE

PLANNER

The Planner is distributed to professional meeting and event planners across Canada.

E DITOR

A SSOCIATE E DITOR G RAPHIC A RTIST S ALES 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, Barry Siskind, Stacey Hanke

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.

4

The

PLANNER | March 2010 |www.theplanner.ca

What’s in a name?

As innovation expert Jeremy Gutsche stated so well in his fabulous presentation “New Rules = New Roles” at the recent MPI event in Cancun, Mexico, it’s all about the packaging.

Perhaps no area of our business knows this better than resort hotels. Unfortunately for them, some fiscally minded managers see the term “resort” and think “vacation.” Or worse yet, “lack of productivity.”

With comptrollers sharpening their pencils and slashing any fat from budgets that they can find, resort hotels are an easy target. Not sure if a name change should make a difference? Go ask the Ballantyne Resort in Charlotte, N.C. which it has been reported changed its name to the Ballantyne Hotel and Lodge after several corporate clients indicated it would have a better chance at getting them to sign on the dotted line if “resort” wasn’t part of its moniker. And it’s the same story for the newly-christened Renaissance Orlando at Sea World, no longer the Renaissance Orlando Resort at Sea World.

“It doesn’t change who we are,” Renaissance Orlando sales director Gary Dybul was quoted as saying. “But there’s no reason to put roadblocks in the way” of landing conferences.

However, one person’s almost meaningless name change is another’s canary in the hotel coal mine – an indicator of how tough it is to get business in this economy. But who’s getting the shaft?

This resort-as-pariah stigma was fuelled by public outcry late in 2008 about a $400,000 sales retreat that American International Group Inc. planned to host at the St. Regis Monarch Beach resort in Dana Point, Calif. AIG, the recipient of $180 billion in taxpayer assistance, canceled the event after much criticism. The St. Regis couldn't recover from the bad publicity and was foreclosed upon by one of its lenders, Citigroup Inc. Industry people are now calling this the AIG effect. Meetings at resorts in fun-time locales like Las Vegas were frowned upon, and even recently discouraged by none other than the leader of the free world, U.S. President Barack Obama.

“You don’t blow a bunch of cash in Vegas when you’re trying to save for college,” Obama was recently quoted as saying, following up similar remarks he made the year before.

As a consequence, companies and government agencies have revised travel policies to discourage, if not prohibit, resort stays.

Particularly sensitive to the backlash were financial companies, government agencies and medical companies—those that do business with the government or have millions of customers to answer to.

That trend has slammed resorts at the worst time. Since 2007, resorts in North America and the Caribbean have posted results worse than the industry averages, registering a 22.6% decline in revenue per available room and a drop in occupancy of 8.9 percentage points to 58.1%, according to Smith Travel Research.

But a name change can help. The 493-room Loews Lake Las Vegas hotel removed “resort” from its name in the spring of 2009 as did two other Loews Hotels Inc. properties: the Loews Ventana Canyon in Tucson, Ariz., and the Loews Coronado Bay near San Diego, and its general manager Dale McDaniel said there could be as much as a 10 percent swing in business because of it.

McDaniel added that all it takes is a couple of large pharmaceutical groups to book there – because they don’t have resort in their name – to help bring them back to prosperity.

Waiters sue for $5M in lost tips

The Waldorf-Astoria Hotel in New York City charges just under US$100 (before gratuity) for their phenomenally sumptuous brunch. They may need to boost their prices if nine banquet waiters suing the famed hotel (owned by Hilton Worldwide inc.) get their way. Their recent lawsuit claims customers were led to believe that a 21.5 % gratuity added to their food and drink bills would go entirely to the wait staff. In fact, the lawsuit said only 15 percent went to the staff while the other 6.5 percent went to the hotel, which the group contends violated New York state labour law.

The amount of damages being sought is unclear but the lawsuit contends the amount “exceeds the sum or value of US$5 million.” That’s a lot of Eggs Benedict…

On the Web: www.waldorfnewyork.com

www.theplanner.ca | March 2010 |

The

PLANNER

5

Is teambuilding a competitive business strategy... or something less?

BY LEO GERVAIS f you tuned in to the recent Winter Olympics, in particular the final gold medal hockey game, you saw first hand what a team is all about.

A team is a group of people who share a common set of objectives and goals, and are willing to work together to achieve them.

The American men’s hockey team was splendid and lost its first game of the tournament in the gold medal match in overtime.

Team Canada, however, overcame major adversity (they beat the only team they lost to – the U.S.A. – in round robin play), vanquished a longtime foe (the Russians, handily by a 7-3 score) and gutted out a win against a very competitive Slovakian team. Team Canada truly embodied the team ethic and spirit.

But how does one create a team? Is it just a bunch of talented individuals who come together with one collective vision? The strategy that can help groups develop into real teams is called teambuilding. But the process to create and develop all aspects of a team so it performs as a cohesive unit is complicated.

For example, the team may have objectives, but individuals do as well. The hockey team wants to win, but perhaps the star center wants to score 50 goals.

It is possible that the star player will subordinate the team goals for his own – this is not uncommon. But when the hockey team’s alternate captain Sidney Crosby scored the gold medalwinning goal, it was his first point in three games – he had subverted his normal scoring and captain’s role (with the NHL’s Pittsburgh Penguins) to do whatever the Olympic team asked him to do. And the team benefited from this by winning a gold medal and Crosby will forever be remembered as a hero. He was a true leader in the best sense of the word.

So the question is, how can we get people to achieve and feel good about themselves while achieving the team goals at the same time?

I

What is teambuilding?

Team building refers to a wide range of activities, usually in a business context, for improving team performance. Team building is pursued via a variety of practices, and can range from simple bonding exercises to complex simulations and multi-day team building retreats designed to develop a team (including group assessment and group-dynamic games), usually falling somewhere in between. It generally sits within the theory and practice of organizational development, but can also be applied to sports teams, school groups and other contexts.

How old is teambuilding? Well, noted psychoanalyst Sigmund Freud discussed a scientific theory of group dynamic termed “identification with the leader” which is the foundation of group formation back in the 1920s.

6

The

PLANNER | March 2010 |www.theplanner.ca

This identification is based on the perception of a special quality of another person. This quality or ideal is often represented in a ‘leader figure’ who is identified with. Next to identification with the leader, people identify with others because they feel they have something in common. Obviously, humans worked in teams before the 1920s, but Freud is often credited with articulating a widely-held theory about teams that can be proven and put into practice.

Therefore, if we follow Freud’s thinking, having an identifiable leader is useful in teambuilding as is making sure the team members have commonality at some level. These two elements can, of course, be strengthened in various ways.

SOME REASONS FOR TEAMBUILDING INCLUDE: • Getting everyone “onto the same page,” including goal setting • Helping participants to learn their strengths and weaknesses • Improving communication • Improving team productivity • Motivating a team • Practicing effective collaboration with team members A great teambuilding exercise for interdependence is “Survival.” In this exercise, teammates individually rank the importance of items they will need to survive after a plane crash in the desert. The team then comes to a consensus on the ranking of the items. Team ranking, almost invariably, is more accurate than most individuals’ ranking.

Finally, fostering communication is vital to an effective team.

Building an environment where people can ask questions and support one another is crucial to the team concept. Exercises like active listening, giving and receiving feedback, and testing comprehension of verbal messages are all good ways to foster superior communication.

But be careful when monitoring your team. The following are the five dysfunctions of a team according to Patrick Lencioni, the author of a book by the same name: • • • • •

Absence of trust Fear of conflict Lack of commitment Avoidance of accountability Inattention to results

If you choose your team members well (and identify a leader) and work to improve the team as a whole, you should be able to navigate the choppy waters of teambuilding and produce a cohesive, hardworking, loyal and productive team.

>

CHAT WITH A CONCIERGE This month’s Chat with a Concierge is with Roger Poirier, the first Member of Les Clefs d’Or Canada in the Maritimes.

He works at the The Delta Beausejour in Moncton, New Brunswick.

1. What unique services can you provide planners? We have developed a wide array of contacts that can handle all requests from golf, concert tickets and boat tours to restaurant bookings, group tours and conference services.

2.What restaurants do you recommend in your city for groups? Seafood is the food of choice in the Maritimes. Kramers Corner/Studio 7 Hundred and The Old Triangle Irish Alehouse are the most popular spots that can cater to large groups. The Hotel can also cater to any demand for a private function in Triiio’s, The Windjammer or on the Convention Floor.

3. What nightlife do you recommend in your city?

We are located right in the middle of downtown. We have several nightclubs, bars and pubs all within walking distance of the Hotel. The patio bars and restaurants are a must in the summer.

4. What interesting, off-beat or unique places would you recommend to planners?

Tree-Go, a nature zip line adventure in Centennial Park, is a great teambuilding experience. Also, Shediac Bay Cruises in nearby Shediac is a fun Lobster Dinner and Educational Tour.

5. What are your not-to-be-missed places or things to see?

We have two National Parks and the Confederation Bridge to PEI within an hour’s drive or so from the Hotel. The Rocks, where you can walk on the ocean floor and experience the highest tides in the world, is 45 minutes away. The warm-water beaches of Shediac are only 20 minutes from downtown. Also, don’t forget Magnetic Hill, The Zoo and Magic Mountain Water Park, as well as Crystal Palace Indoor Amusement Park and the Tidal Bore.

6. What are the most popular jogging or walking circuits you would recommend? The Trans-Canada Trail runs along the Petitcodiac River. The Trail is right behind the Hotel and is great for jogging, cycling and roller blading.

7. How much does/should a cab ride cost from the airport to the downtown core? Taxis from the Hotel to the Greater Moncton International Airport will run between $17 to $20, depending on the time of day.

8. Tell us about some of your most outrageous guest requests.

Most of our requests can be accommodated. However, some of the interesting ones are distance related. People think they can do the Cabot Trail and be back in time for their lobster dinner!

On the Web: http://delta-beausejour.hotel-rez.com

Quotes on teambuilding

Never doubt that a small group of thoughtful, committed people can change the world. It is the only thing that ever has.

Margaret Mead It is amazing how much people can get done if they do not worry who gets the credit.

Sandra Swinney Talent wins games, but teamwork and intelligence wins championships.

Michael Jordan Teamwork is the ability to work together toward a common goal. The ability to direct individual accomplishments toward organizational objectives. It is the fuel that allows common people to attain uncommon results.

Andrew Carnegie

www.theplanner.ca | March 2010 |

The

PLANNER

7

Why text? Because GMTA (Great minds think alike)

While most planners are at least competent with new technology, there are a few of us who, while not living in the Stone Age, may use the odd granite fork and knife if you know what I mean.

In order to bring some of us up to speed, The Planner offers below some common shortcuts for text messaging. You have probably seen your kids (or dare I say grandkids) using these terms to speed up their “conversations”: BBFN Bye bye for now B/C Because BION Believe it or not BRB Be right back BRT Be right there CMIW Correct me if I’m wrong EML E-mail me later GIGO Garbage in, garbage out GTG Got to go IMHO In my humble opinion IOU1 I owe you one JAM Just a minute NRN No reply necessary RUOK Are you okay?

TTYL Talk to you later WFM Works for me

Pluto platter inventor Morrison dies

What? You have never heard of the Pluto Platter? Perhaps you know this invention that has sold more than 200 million units under its other moniker: the Frisbee. Its inventor, Walter Frederick Morrison, generally called Fred by his friends, passed away recently at 90. Fred and his wife Lu used to toss a tin cake pan on the beach in California.

The idea grew as he considered ways to make the pans fly better and after serving as a pilot in the Second World War, he began

8

The

PLANNER | March 2010 |www.theplanner.ca

The

manufacturing his flying discs in 1948. He would sell them at local fairs and eventually attracted the attention of Wham-o Manufacturing, the company that bought the production and manufacturing rights to the discs in 1957. Wham-o adopted the name “Frisbee” because that’s what the college students in New England were calling the Pluto Platters. The name came from the Frisbie Pie Co., a local bakery whose empty tins were tossed like the soon-to-be Frisbee. The flying discs have had a resurgence lately with sports like Frisbee golf and the team sport Ultimate Frisbee.

On the Web: www.wham-o.com

You better sleep on it

Besides money, what do most planners not get enough of? If you said sleep, you are correct. In a recent study of American women, 27% said sleep is the most important component to their overall well-being and 50% of women with children agree that sleep is the best way to recharge, nine points higher than women without children.

Is it possible to repay a sleep debt? Yes, but it takes time according to three recent studies. A study at the Walter Reed Institute found that people allowed to sleep only a few hours each night for a week showed measurable declines in performance after getting eight hours nightly for three days following the sleep deprivation. One Swedish study showed that after five days of getting only four hours of sleep per night, even a full week of eight hours of nightly sleep wasn’t enough for subjects to get over their impaired intellectual performance. Indeed, it appears better to save up and sleep ten hours of sleep per night for a week if you will get little sleep the following week.

Visit the following website for tips on sleeping better: On the Web: www.helpguide.org/life/sleep_tips.htm

PLANNER

March ’10

Making the hours fit on a flight

Did North America just get bigger? You might think so by looking at the inflated flight times of some airlines. A recent report in the Wall Street Journal noted an average increase of 17 minutes, 0r 10 percent, in scheduled flight times for 50 different flights in the U.S.A. Canadians who travel the busy Toronto-Montreal route will notice a similar parallel: We picked a random date of March 12 to see the flight time for an Air Canada, a Porter Airlines Ltd and a WestJet flight from Toronto to Montreal. The norm for most Air Canada listed flights is 80 minutes, Porter was 70 minutes and WestJet 76 minutes. Anyone who flies this route regularly knows it is just under an hour of flying time between the two cities. Why the discrepancy? Easy: By adding minutes to the “block times” or scheduled durations, it helps the airlines boost their on-time flying records and in theory helps reduce congestion and keep traffic moving at the airport gates.

But what we have here is a question of perception, and whether or not the customer is getting the right information.

Does the flying public need or deserve to know the actual flight time or just what any airline perceives as the optimum (meaning realistic) scheduled time based on their need for on-timeliness?

Southwest Airlines, which has the most flights in the continental U.S.A, recently stated that the inflation in block time is really because of more variability (which means slowdowns of all types at airports). To its credit, Southwest only makes schedule adjustments in five-minute increments.

The bigger question is how to make flight times more efficient without padding the numbers, so to speak. Otherwise, pretty soon that Toronto-Montreal trip is going to take two hours in no time at all.

Expedia bookings and results rise

Expedia Inc., the largest U.S. online travel agency, posted a quarterly profit yesterday that topped expectations on a 26 percent gain in travel bookings. Its shares tumbled 4.36 percent on Nasdaq, however, amid concerns that Expedia’s new dividend policy hints at slower growth prospects. Online travel companies slashed fees and offered promotions last year to counter the economic downturn and erosion in travel demand.

On the Web: www.expedia.com

Porter previews new home at Billy Bishop Toronto City Airport

Porter Airlines just spent $50 million on a new home at Billy Bishop Toronto City Airport (commonly known as Toronto Island Airport) – and is hoping for 1.3 million houseguests in 2010. The scrappy Canadian airline recently unveiled its new terminal which showcased enhanced passenger services. Phase One (of two) of the new terminal includes lounge facilities, a spacious check-in hall and office space. The full facility, including 10 bridged aircraft gates and two passenger lounges, is scheduled for completion by fall 2010.

The new lounges will triple current capacity and include complimentary Porter amenities such as a business centre, beverages, snacks and Wi-Fi. Porter is a tenant of City Centre Terminal Corp. which operates the 150,000 sq. ft. facility that is expecting to see 1.3 million passengers this year.

On the Web: wwwflyporter.com

Pets on the outs in the air

The Canadian Transportation Agency recently ruled that some customers suffering from a cat allergy are disabled and must be accommodated. This comes after several complaints to the agency (three complaints to be precise) are in effect from people with disabilities and the pet policies of Air Canada and WestJet – allowing cats in aircraft cabins – affect their ability to fly. The agency will now determine “appropriate accommodation” for the allergic passengers. One complainant, Dr. David Spence of London, Ont., said people can die from an asthmatic attack and people should not be allowed to bring cats on planes. His position has been backed up by the Canadian Medical Association Journal, which recently published a strongly-worded editorial on the subject. All airlines are required by federal law to allow service animals such as guide dogs to travel in passenger cabins, but regular pets like cats are not afforded the same treatment. Air Canada and WestJet allow up to four small dogs, cats, birds or rabbits to travel in the passenger cabin on every flight.

On the Web: www.otc-cta.gc.ca

www.theplanner.ca | March 2010 |

The

PLANNER

9

Leadership, confidence, control and humour

BY MIKE AUCTOR

he confidence shown by effective leaders is not just a facade, but is based on control of a situation.

By believing in their own abilities and the abilities of others in their organization confidence is not complacency or unrealistic optimism. Effective leaders don’t waffle, they don’t hide behind committees, consultants or memos to avoid criticism. They act decisively and take responsibility for their actions. In expressing confidence and building it in others, humour becomes invaluable.

A witty quip at the right time shows a grasp of the situation as nothing else does.

T

Effective leaders do not plod along simply trying to maintain the status quo – they seize and create opportunities. Especially in today’s world, they see change not as a threat but as the norm. Instead of the philosophy, “If it's not broken – don't fix it,” they strive for constant improvement, always looking for ways to make things better.

Leaders are not locked into mental ruts, but can play with possible scenarios as easily as facts. They have imagination, which is an important part of their vision.

Humour is connected with imagination, openness to novelty and mental flexibility. The person with a good sense of humour sees something not just for what it is, but as the intersection of a large number of possibilities. When leaders exercise their sense of humour, they not only cultivate their own mental flexibility, but bring out other people’s mental flexibility.

Humour is a kind of play and to cultivate our sense of humour is helpful to cultivate our playfulness generally. When we play we are doing something because we want to, not because we have to, it’s no longer a task that must be done. Because a task demands results, it is future-oriented whereas play, by contrast, is oriented to the present. We derive satisfaction from the activity itself as we do it.

Speaking of doing it, whose job was it?

This is in fact the story about four people named everybody, somebody, anybody and nobody. There was an important job to be done and everybody was sure somebody would do it.

Anybody could have done it, but nobody did it. Somebody got angry about that, because it was everybody’s job. Everybody thought that anybody could do it but nobody realized that everybody wouldn't do it. It ended up that everybody blamed somebody when nobody did what anybody could have done.

In the coming months we will ask planners to share some of their ideas or ways they use to have fun and laugh at work. So please share your stories with us at: info@theplanner.ca.

10

The

PLANNER | March 2010 |www.theplanner.ca

www.theplanner.ca | March 2010 |

The

PLANNER

11

What humour can do for you and your listeners by enhancing the message

BY STACEY HANKE t was 6 a.m. in the Las Vegas airport. I was anxiously waiting to fly to my next speaking engagement. If you’ve ever been in this airport at 6 a.m. you know the scenery never changes. It doesn’t matter if you’re there at 6 a.m. or 6 p.m. – everyone is still gambling.

With the constant ringing of slot machines, I was trying to focus on my presentation for my next event when security made an announcement.

“May I have your attention please? Someone left their false teeth and hearing aid in the men’s bathroom.”

Followed by a very long pause …

“If you can hear me, please come to security to claim your items.”

No matter what time of the day, this is funny. Everyone in the terminal burst into laughter. Even the gamblers took a break from pulling the slots to laugh. This message definitely grabbed attention and was memorable.

Does your message grab attention? Is what you say memorable?

There’s a famous quote by Carl Buechner: “They may forget what you said, but they will never forget how you made them feel.”

I

12

The

PLANNER | March 2010 |www.theplanner.ca

Think about how many conversations you listen to in just one day. Can you honestly say you remember everything you hear?

My guess is you remember the conversations that tapped into your experiences and what you know, as well as conversations that made you feel good because you laughed.

Every day our words compete with the many distractions that surround our listeners. The distractions I’m referring to are endless: BlackBerrys iPhones Twitter Facebook LinkedIn Laptops Side conversations Side conversations our listeners are having with themselves If you can make your listener laugh, you immediately increase the likelihood your message will grab attention and be memorable. Who doesn’t enjoy a good belly laugh? Even if everyone in the group you’re speaking to doesn’t hear your message, the second they hear everyone laughing around them … BINGO!

*

When used well, humour will add energy...

You’ve grabbed their attention. Once you grab their attention, they’re more likely to stay with you unless you cause them to drift back to where they started.

As I’m referring to humor, I’m not promoting joke telling.

In my earlier corporate years, I invited an attorney to speak at a workshop for the company I was representing at the time. He was asked to speak on the legal ramifications of a subject. The audience included attorneys, human resource managers and state legislators. I educated the speaker on the demographics, knowledge level and needs of the audience. To my dismay, he began his presentation with a joke mocking attorneys. My dismay increased as he continued to tell several more. You could feel the dynamics in the room immediately change. At the first break, more than half of the audience left. This is an example of how you don’t want to be remembered.

When used well, humour will add energy to your conversation. When used inappropriately, you will quickly clear a room.

I define appropriate humour as humour that taps into an individual’s experiences. It’s humour that offends no one; rather, it breaks the ice, invites your listeners to be comfortable with you and encourages interaction through laughter. It’s a great way to quickly create a relationship with your listener.

Use natural humour. By that I mean, make fun of yourself, play off what your listener says, and have fun with them, do not make fun of them.

THE BENEFITS OF USING APPROPRIATE HUMOUR: Grabs attention.

Keeps your listener’s attention.

Helps you relax, which in turn helps your listener relax.

Increases your listener’s retention of important points.

When used appropriately, it gives both you and your listener a break from complex or difficult subjects.

BE CAREFUL WITH THE FOLLOWING: Telling jokes. I cringe when I hear someone say, “I would like to start with a joke.” In most cases, the person isn’t a good joke teller, the joke isn’t funny, the joke has nothing to do with the subject or in the worst-case scenario (as with my attorney friend) it’s offensive.

Letting humour completely obscure your points. You can add humour to almost any topic. One instance I can think of where humour wouldn’t benefit your topic is when you need to reprimand an employee. Even if you need to communicate bad news, there’s still room for humour to reduce the impact.

Using humour doesn’t mean you’re not taking your subject seriously. What it does mean is that you can have some fun with it.

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.

www.theplanner.ca | March 2010 |

The

PLANNER

13

MPI emphasizes communication and new technology at MeetDifferent 2010 in Cancun Ed.Note: Some of The Planner staff attended the recent MPI MeetDifferent conference in Cancun held from Feb. 18 to Feb. 25.

The following is our report of the conference and our visit after staying at and visiting several hotels, resorts and attractions.

BY LEO GERVAIS PI’s MeetDifferent 2010 in Cancun may not have reached the attendance figures of past conferences, but the emphasis on technology and education made this a worthwhile event for planners and suppliers alike.

Several people bemoaned the low attendance of actual planners.

By our unofficial count, there were less than 500 actual planners (not suppliers) who attended. The economy and location at what many term “a resort destination” aka a vacation spot probably had a lot to do with that, and in fairness MPI put on several very good educational sessions and the overall event was very solid.

M

HERE ARE THE HIGHLIGHTS OF THE MPI MEETDIFFERENT CONFERENCE FOR US 1. Sunday General Session with Jeremy Gutsche. Billed as an innovation expert with a hot website (www.trendhunter.com) that is followed by top CEOs, Gutsche was an amazing breath of fresh air who highlighted amazing, cautionary tales of business hari kari (hi Smith-Corona) and had the passion, energy and content to really ignite what can be a show-me-what-you-can-do crowd of meeting planners and suppliers. This young man is definitely someone to watch out for in the future. I personally would pay to see this guy again – he is one of the top three speakers I

Breakfast on the Beach with MPI Montreal showcased two excellent Mexican percussionists – at 7:30 a.m.!

14

The

PLANNER | March 2010 |www.theplanner.ca

Traditional Mayan dancers at the opening night reception. have ever seen. The only thing we would have liked to see was a live 10-minute Twitter Q/A with Gutsche, who could riff on trends in his sleep. The other General Sessions had content but the presenters were distant seconds to our fellow Canuck Gutsche.

2. Speed networking. Senior planner Don Murray thought this was a fantastic idea, so much in fact that he would expand it to every day of the conference, perhaps a 5-7 every day outside or on the beach. “It was a great way to meet the people you really wanted to see,” noted our consultant Lysanne Pelletier.

3. Registration and the iPhone App. Super-fast and efficient on-site registration for MPI, and the iPhone App provided a host of info (attendees), schedule, speakers, etc. and allowed users to Facebook and Twitter right from the app – brilliant!

4. Ask the Expert – Ideas exchanges. These sessions had great communication between all participants. MPI seems to be moving toward a much more interactive conference experience and that coupled with the technology emphasis bodes well for future MPI conferences. Honourable mention: Creating Meetings that Excite the Brain for Optimal Learning with Dr. Lawana Gladney. A succinct and interesting presentation that emphasized how to keep information uncomplicated and interesting so attendees get more out of it. Think Dr. Phil with a better doctor.

5. Closing night reception. The Moonlight Terrace was the location for a stand-up dinner with the surprisingly good World Classic Rockers, featuring ex-members of Steppenwolf, Boston, Journey, Santana and Lynyrd Skynyrd who played two solid hours of classic rock from these bands.

The encore featured dozens of planners onstage singing and even playing with the band, and the sweat-drenched rockers signed

A FEW LAST POINTS

MeetDifferent provided a unique conference at a great destination – Cancun. plenty of autographs after the show. What could easily have been another Spinal Tap was a rockin’ good time and this band of older musicians delivered a much-talkedabout show. In addition, The Moon Palace staff deserves kudos for their efforts to hold a large event right after a rainstorm that could have been a total disaster.

On the Web: www.wcr.com

newly-reconstructed beach is outstanding.

Highly recommended for a site visit.

4. Breakfast on the Beach with MPI Montreal. Only Quebecers could be so chipper so early, but there is no doubt planners enjoyed this unique event of bagels and beach.

HONOURABLE MENTIONS

The check-in and front desk staff at the 2,500-room Moon Palace. Without delving into a long, sordid tale, suffice it to say the Moon Palace was severely lacking in what most planners would call professional administrative service.

Several planners (and members of The Planner) endured numerous administrative nightmares that lasted days regarding check-ins and/or credit cards that were never fully resolved to the satisfaction of many of the paying customers.

Couple that with some uneven wait staff, spotty food service and several changing stories about fees for excursions and taxis and the end result is we were severely unimpressed.

Sorry Moon Palace, but in our view, to recommend your property right now to any planner would be sheer lunacy.

1. MPI’s relatively new Public Relations Specialist Kristen Kouk was a standout who was extremely helpful and did a yeoman’s job before and during the conference. Former MPI staffers Kelly Schultz and Audra London were always amazing with the media, but University of Texas product Kristen shows signs she will be close to their high level in no time. 2. The entertainment at the final lunch with the Water Coolers. This hilarious vocal group got a standing ovation for their witty performance – seriously. 3. Opening Night reception at the Hilton: Some planners said the food was so-so, but the traditional Mayan dancers were amazing, the hotel staff were very professional and the actual location of this beautiful hotel on the

There was a strong rumour making the rounds in Cancun that this was the last PEC that MPI will hold for the foreseeable future. MPI will be partnering with IMEX for the IMEX America show in Las Vegas from October 11-13, 2011. Word on the street is that MPI wants to focus on educational sessions – its strength – and get away from the tradeshow aspect which other organizations like IMEX are more skilled at producing.

MPI’s General Director Bruce MacMillan stated that “Cancun is a world class destination. Coming here was the best decision we could have made. It has very much exceeded our expectations.”

Activities during the MPI MeetDifferent 2010 Convention included a golf tournament, a silent auction and other networking events, which helped raise more than US$125,000 dollars and will be used towards market research by MPI.

MPI’s WEC will be held in Vancouver, BC from July 24-27. For more info on this upcoming event or to join the MPI organization, visit their website: www.mpiweb.org.

WAY OFF THE MARK

A skilled bartender shaking and stirring.

www.theplanner.ca | March 2010 |

The

PLANNER

15

Cancun: Not just sand and sunshine

Fabulous beaches are one of the best features of tourist-friendly Cancun.

PHOTOS AND STORY BY LEO GERVAIS

Cancun the destination

ocated on the Yucatán Peninsula in the State of Yucatán, Cancun gained its fame for Mayan archaeology and, more recently, a booming tourist destination.

The past 30 years have seen Cancun develop from a city of 500,00 to well over a million with dozens of resorts and hotels. Hurricane Katrina recently ravaged the Cancun coastline but the Mexicana de Dragados S.A. de C.V. (an affiliate of Belgian company Jan de Nul) recently rebuilt approximately 17 kms of beach at a cost of about $80 million and it is once again tourist-business-as-usual in sunny Cancun.

The local CVB (with dynamic PR Manager Erandeni Abundis) hosted several media members for a tour of extracurricular activities in and around Cancun.

Here is a short round-up, and please see future issues of The Planner and our website for more extensive write-ups and interviews with several Mexican tourism experts.

Among the competitive advantages that Cancun offers as the leading destination for large events in Mexico are air connectivity, ample infrastructure, quality services and tax-free international events. Cancun attracts approximately 630,000 meetings and conventions professionals every year.

These visitors spend an average of US$1,250 dollars per stay, 30 percent more than the average tourist.

L

16

The

Dolphin Discovery: One of seven in a chain of dolphinariums in the Caribbean, the Cancun location has been in operation for 15 years. At this all-inclusive experience, you will shake hands, kiss and interact with live dolphins. It is a truly amazing experience to see these amazing animals up close. There is also Turtle Pond, the Beach Club and Garrafon Park, an aquatic and recreational natural park located nearby.

Twenty minutes by boat from Cancun.

Price: Ranging from US$79 to $89.

Discounts available.

On the Web: www.dolphindiscovery.com

Xcaret: The Xcaret Eco Park is a former Maya civilization archaeological site located on the Caribbean coastline of the Yucatán Peninsula. Some of this 200-acres site’s original structures are contained within the modern-day tourism development and the park has more than 40 interesting attractions including: Beaches with natural water sinkholes and pools, rotating scenic tower, a wildlife breeding farm, an aquarium, a water activities centre, wine tasting cellar and a superb show with 300 artists held in the Teatro Gran Tlacho that is a colourful fiesta highlighting Mexican culture. A full day excursion. Price: Ranging from US$49.50 to $99. Discounts available.

On the Web: www.xcaret.com Xel-Ha Natural Wonder: Billed as the world’s largest natural aquarium, The Planner’s Mike Auctor recommends this all-inclusive water park to see and swim among amazing tropical fish, manatees and dolphins. great snorkeling for novices.

An all-day visit is your best bet. Price: Approximately US$75. Discounts available.

On the Web: www.xelha.com Xplor: This is a brand new, all-inclusive above ground and underground theme park featuring zip lines (where you are suspended above the Yucatan forests on a series of 11 exciting tension lines), a 400metre stalactite river that you swim through, underground cave rafting where you paddle through the limestone caves and an amphibious adventure where you drive a motorized, two-seated vehicle in and out of the caves. It’s great for the whole family with very friendly and conscientious staff who stress safety above all else. Lockers and changing rooms available. Price: Ranging from US$50 to $100.

Discounts available.

On the Web: www.xplor.travel

The entrance to the amazing limestone caves at Xplor - a great family experience.

PLANNER | March 2010 |www.theplanner.ca

••• For more info on Cancun, visit the following website: www.cancuntravel.com.

Chitzen Icha is a must-see Mayan masterpiece Before I headed to Cancun a few people mentioned I should take a side trip to Chitzen Icha, the mysterious Mayan holy ground located approximately 120 miles west of the Mayan Riviera.

21) is joined by a dark snake body which comes down from the top of the temple, a shadow created by the jagged corner of the temple perfectly in front of the sun this one time of year. The Mayans’ relationship with the sun and how it reflects the equinoxes and solstices of our solar year with stunning accuracy is by far the most impressive aspect of the Pyramid of Kukulkan.

Another interesting building is the observatory, which helped them chart the movements of the sun and Venus, to help them decide when to plant and harvest crops and make plans for war.

PHOTO AND STORY BY LEO GERVAIS In another infamous astronomical turn, the Mayans predicted the he guided Transat tour I embarked upon took the Mexican “end of the world” on Dec 21, 2012, the begining of the Winter goat path route to go there, making an interesting detour Solstice. So mark your daytimer, just in case.

There are other fascinating thru Valladolid – population ruins at CI, including the Temple 50,000 – which was built upon of 1,000 soldiers and the biggest an older Mayan city called ball court in MesoAmerica “White Hawk.” The Spanish conwhere the Mayans played a querors actually used the stones game resembling a combination from the original city to build of soccer and basketball when the foundations of some of the the Mayan leaders felt it necesolder buildings like churches sary to please their gods. The and the city hall. The people object was to get the ball into a living in the town are all stone rim approximately 20 feet Mayans, and some of the older in the air by using their elbows, women still wear the traditonal feet or legs but no hands. The dresses. The local economy has games would last for days someprovided more steady income for these people of The Pyramid of Kukulkan, famous for a shadow serpent that times because of the difficulty in scoring points and for perhaps lesser means through tourist “slithers” down a staircase during the Spring Equinox. another reason: The captain of dollars, but modernity has also one of the teams (scholars generally agree it was the captain of changed their lifestyle to reflect the current age as well.

After a stop for lunch (included on the bus tour) at a Mexican the WINNING team) was beheaded to appease the gods, in the restaurant and gift shop and a cenote (a sinkhole you can swim event of a drought, for example.

The only negative thing I can say about the CI site are the in) we arrived at Chitzen Icha. The 16-square mile site recently received the honour of being one of the the New Seven Wonders hordes, and I do mean hordes, of trinket sellers. They are everyof the World, and a three-hour tour of this impresive Mayan where and sell everything from impressive handmade carvings to homebase reveals why. Chitzen Icha means “Well of Wizards” as stuff that looks like it came over from an Asian sweatshop. the deep well on the property was used to discern who had psy- A polite “no thank you” will go a long way, but if you do want to chic powers. People were thrown into the well and if they made it buy something the old Latin phrase of Caveat Emptor (buyer out, it was believed they could see the future. One such man made it beware) is a good thing to remember. back and prophesized that he would be ruler of CI – and he later was!

Why you should go to Chitzen Icha: A one-of-a-kind World The dominant building is the Pyramid of Kukulkan, said to have been built to honour the founder of CI. It is a four sided Heritage Site that provides a unique glimpse into Pre-Hispanic calendar of sorts, with each side having 91 steps (for a total of Mexico and the very interesting Mayan culture.

364), with the top step being 365. It also has 52 blocks to correHow to get there: About two hours drive from Cancun. Bus spond to the long year cycle of the Mayans. Visitors can no longer walk up the steps of the temple (or inside most of the buildings tours are the easiest route, and will range from about $60 US to as they are too fragile) but it is still incredibly impressive more $100 for deluxe coach service. Entrance to CI itself is only $5, than 1,200 years after it was built. so you may prefer to drive yourself and do a self-guided tour. Contact The temple is renowned for the feathered snakehead at the your hotel, resort or the local Cancun CVB to book a bus tour. bottom of north staircase, which on the Spring Equinox (March On the Web: www.cancun.com/Chichen-Itza

T

www.theplanner.ca | March 2010 |

The

PLANNER

17

CONTEST

OF THE MONTH: HOW FAR HAVE YOU GONE TO MAKE IT HAPPEN? Last month, the Planner asked you “Q” All of the participants who entered the contest were eligible for a chance to win two return airfare tickets to any destination served by Porter Airlines, up to a value of $2,500.

AND THE WINNER IS: MARTINE ROBILLARD, AGROPUR, DIVISION NATREL Among the many impressive initiatives undertaken by hardworking planners to achieve their objectives, here are some of the great responses we received.

A few months ago while on-site at one of our conferences, I noticed that my client and all her staff had a painful look on their faces. Everyone’s lips were burning.

For some reason, the hotel must have been very dry. I also realized that all of my staff were having the same problem, so I drove out to the pharmacy a few kilometers away and bought the best chap sticks I could find. You should have seen the relief on everyone’s face as I handed them out. It seemed that this was all they talked about following the meeting!

It is really amazing how a little thing can make all the difference to feeling on top of the world and that it doesn’t matter how much you spend on gifts or bend over backwards.

Anne-Marie de Lavison Planet bilingual Meetings & Incentives Usually the question is, ‘What haven’t we planners done to make it a success?’

I feel like there are countless little crazy things that all planners have done e.g.

18

The

The all-nighters, the meticulous folding, the triple checking… but there was one event that seemed to be real a challenge.

My linens did not come in and the event was Orange and Black; the invite, the flowers and even the speakers were coordinated. The only black table clothes available were the ones used the previous evening for a “seafood” event and I had five hours until “showtime.” Luckily, I come from a big family so I called them, begged their bosses to grant them the afternoon off and had them wash, deodorize, re-wash, dry and ironed 86 tablecloths (with the help of 12 recruited family members, and me of course). But that’s not all: I had promised our 24-member ‘family’ a catered home-style Italian meal but my caterer had a family emergency and had to cancel… So, that same big ‘family’ set up tables, cooked through the night (after washing 86 table clothes and setting up china and so on) and prepared a feast for the group – which actually had EXTRA 10 people (thank goodness Italians often overcook!) – for a true home-cooked meal.

The event was a raving success but I am still paying my family back!

Franca Gualtieri, Office of the President BMO Bank of Montreal Very early in my career – the 1980s – I was travelling with a group of tourists and arrived with them in Ottawa on the second leg of our journey.

The hotel would not release the keys for the group having not received the deposit from the company that had hired me. Being the one dealing directly with the clients, I asked the hotel what I could do to solve the issue. I then marched over to my bank and got the amount needed out of my personal account.

Fortunately, I was repaid. However, a few years later the company went bankrupt and I realized that I could have lost it all.

PLANNER | March 2010 |www.theplanner.ca

At that time, I would have appreciated our current technology which would have enabled me to quickly email or call to solve this situation without getting personally involved.

In conclusion, the trip was a success, the clients were happy and I learned an important lesson.

Lyne Montpetit, Manager KPMG MSLP We launched a community event at the hospital for National Mental Health Week.

With limited budget and resources we didn’t have as much attendance as we hoped, especially since it was the first year of the event. My colleague and I went to the nearby Go Train parking lots and distributed flyers on hundreds of cars.

Registration picked up after that!

Andrea Worrall, Communications Officer Ontario Shores Centre for Mental Health Sciences This April 15, 2010 will be my 19th year in business.

The event in which I will share with you, reminds me how “service” beyond expectations is required in special events/events management.

I was in Prince Edward Island the month of September and hosted a VIP-VIP conference with Canadian delegates. We were at the Delta Hotel in Charlottetown.

My client and I arrived in PEI a day before to get the business meeting ready in the ballroom, meeting with the team at the hotel and various suppliers/AV/decorators/lighting/security, etc.

There was a huge rainstorm and most of the clients couldn’t fly from Halifax to PEI because of the delays, so they stayed in Nova Scotia and flew out the next day.

Clients were arriving, and we were waiting for the guest of honor to arrive with her husband.

“So I pitched in with the group, business suit and all...”

We had a beautiful suite for her overlooking the boats and waterway. Right across the hall was the RCMP station with security working various shifts. At noon, I was inquiring if the guest of honors suite was ready and reservations told me that the client who stayed there the night before has not checked out yet.

Then, 12:30 comes rolling on the front desk told me the same story. I started to “sweat a bit”. At 12:45 I asked again and the client just checked out, the RCMP had just been notified the guest of honor just got off her flight and would be arriving at the hotel in 15 minutes, she arrived a bit early… so, I phoned all the housekeeping staff on each floor with the housekeeping supervisor and requested that all staff stop what they were doing and meet me at the suite. We all met in a minute and called a fast “to-do” list, one housekeeping staff would vacuum, one staff would change the sheets, one would windex and polish all the furniture. So I said to the gals, “I was raised in the hotel/motel industry, I will do the washroom.” They were amazed, the RCMP staff dropped their mouths, so I started to clean the toilet, sink, bathtub, counter top and windex the glassware. I threw all the towels out in the hallway, and asked the girls how many towels per rack?

I can hear them vividly saying, “Two bath towels, two hand towels, two washcloths!” So I pitched in with the group, business suit and all, and continued working until the job was done.

We were finishing and the guest of honor was escorted to the other parlour door, we all high-fived each other and I thanked all the staff for their efforts. After the conference, I wrote a letter to the General Manager Michael Bird to thank him and his staff who assisted in making the conference a success.

Carolyn Parker, President Triple I Event Services Inc. While working on a fundraising event for a non-profit charitable organization, I learned that the Invitations that were to

be mailed by the client's Volunteer Committee went missing and were not mailed out. This was a Toronto harbour dinner cruise, with guaranteed numbers and the cancellation date had long expired. The Invitees were called immediately, however, it was too short notice and many had previous commitments. For me, cancellation was not an option since the organization would have lost a considerable amount of money. Also, I had acquired donated works of art that were to be raffled off for additional revenue, and I did not want this to go to waste.

This organization was in dire need of funds and this would have had serious repercussions. I went into disaster recovery mode and immediately called all my colleagues, friends and neighbours to see if I could fill the boat with paying customers. Not only that, but I also managed to sell tickets on the dock to tourists who were interested in a dinner cruise and had stopped to inquire while we were boarding. We were sold out.

It was a booming success – the eclectic mix of guests was amazing and their swapping of stories of how they found themselves on this cruise was very entertaining. This event had a truly happy ending for both my client and myself.

Christine Z. Adelhardt, CMP Creative Consulting

One minor detail – witnesses were required, so I stepped in to be a witness. I will always remember that experience. I didn’t just help a couple plan their wedding and make sure all the small details were perfectly attended to, I actually participated in the ceremony to make it happen!

Monica Hailstone, Regional Director Association of Corporate Travel Executives (ACTE) The only big thing that comes to mind is when I had to organize members to get to the airport on the big blizzard day in Ottawa on March 9, 2008. There were no taxis running to the airport and no buses.

I hurriedly called upon my husband to come and pick up some of our Council members to get them to the airport to catch their flight back home. Having a van, he was able to get six people to the airport and they were certainly grateful.

They got the airport on time to catch their flight, got home safely and in their minds it made the meeting successful to them.

Rachelle Fauteux, Office Manager Canadian Council on Animal Care

When I worked as a conference manager at Fairmont Jasper Park Lodge in Alberta, apart from conferences, I also handled all of the weddings. Some weekends, we would have five or six weddings going on. That’s a whole lot of flowers, set-ups, candles, gifts, brides, grooms, and – especially – mothers of the bride!

During all of this craziness a recentlyengaged couple approached me. They wanted to get married outside on the beautiful grounds overlooking Lac Beauvert. Well, of course, it had to happen! Arrangements were made, and soon things were ready to go. The groom wore his impressive RCMP uniform and the bride was glowing and beautiful. www.theplanner.ca | March 2010 |

The

PLANNER

19

Salt and pepper: A fresh look at two old favourites

Salt...

BY CAMILLE LAY

SALT AND PEPPER What would supper be like without salt and pepper, a pair that for centuries has added zest and flavour to our repasts? Placed at the centre of our table or in the capable hands of a chef or homemaker, we barely glance at salt and pepper shakers anymore.

These once precious vials have, nonetheless, given rise to a contemporary dispute over which should have more holes – the one with the white grains or the other with the black powder?

Opinions vary and even experts do not agree. The issue’s origins have been lost in the discussion, which has, however, laid foundations for various theories on the topic. English speakers seem to favour a one-holed salt and many-holed pepper shaker, while Francophones prefer the opposite. But shouldn’t both sides find some common ground, in Quebec at least?

We have tried to resolve this enigma, or at least to better understand why the use of these two condiments has erupted in a great debate that ultimately encompasses matters not just of taste, but of etiquette, diet and habit.

A BIT OF HISTORY . . .

Once upon a time, your salt shaker would have enriched your table in the form of an ornately designed gold or silverwork, decked out in mythological figures or floral patterns, perhaps.

Many centuries ago, the fine piece of art that housed your salt could also be easily concealed, transported – and ultimately sold.

These beautiful and valued objects were early examples of “table art.” Today’s chefs know that scrumptious cuisine and succulent entremets are always enhanced by stunning tableware, proper etiquette and excellent service.

WHEN SALT MET PEPPER It took centuries for salt to develop a life apart from the prestigious image of its shaker before it would become paired in the public mind with pepper. Salt and pepper first became an item in the 17th century court of Louis XIV. King Louis proclaimed that pepper was superior to any other spice imported from the Middle East – although skeptics occasionally sneered that his royally sanctioned seasoning did little more than mask the true flavours of the food to which it was applied. With the king’s backing, pepper became the only spice sprinkled on the court’s cuisine, where it quickly acquired the same venerable rank as salt.

From that point on, salt and pepper shakers, accompanied by a traditional loaf of bread, stood at the table’s centre and become an international symbol of hospitality.

20

The

PLANNER | March 2010 |www.theplanner.ca

...Pepper ONE HOLE OR MANY? History, tradition, new habits and trends are some of the factors that have influenced the way salt and pepper have been dispensed over the years.

Salt once flowed freely from multi-holed shakers. Pricier pepper was in another age sparingly distributed from a single-holed flask. Today, though, what kind of container should we use? Do any standards apply in the matter? Apparently, there is no universal rule. Shaker selection is a very personal issue for any diner.

HERE ARE A FEW REASONS FOR EACH CHOICE: Each argument has its own logic and we can let our senses be the judge in deciding which kind of vial we prefer. Your taste, your gastronomic sensibilities and your pleasure in hosting meals are key ingredients in selecting appropriate salt and pepper shakers.

Gillian Freund, owner of table Déco St. Germain, a table arts shop in Montreal, answers questions about dining conventions and guides customers through the collection of table accessories, according to your tastes.

Freund offers the aesthetic solution of giving your guests a salt shaker labelled with an “S” and a pepper shaker, with a “P,” to avoid any confusion.

•••

Tell me who you are and I’ll tell you how to apply salt and pepper...

Thierry Pelven, sommelier and gourmet (local and wine products) explains that everyone uses salt and pepper in many different ways: • Those who want to ensure that their culinary delights have a specific flavour should select the single- or multi-holed salt and peppershaker that that will let you control the flow of your condiments and give your meals a uniform savour.

We went to the experts: (L-R) Camille Lay, Thierry Pelven and Gillian Freund, at the Déco St. Germain boutique in Montreal.

SHAKER

ONE HOLE

MANY HOLES

Preferable because: Preferable because: -Slows the flow for those with high blood pressure or water retention.

SALT

- Salt is used more often than pepper to enhance taste and multiple holes facilitate its flow.

• Gourmets and seekers of more adventuresome fare may wish to obtain a peppermill, which delivers the full aroma of your preferred pink, black or grey peppercorn as it is crushed.

You can also serve salt with a fine spoon by tapping out the equivalent of a few pinches on your plate. This scattering of salt will highlight your meals by endowing each bite with a slightly different taste.

What do you think?

Write to us at: info@theplanner.ca On the Web : www.deco-stgermain.com

- Reduces the presence of moisture -Multiple holes also inside the shaker. lets bigger salt grains through.

-Commonly used because Western cuisine uses more salt than pepper.

Preferable because: Preferable because: -Reduces flow.

-Pepper was once more costly.

PEPPER

-It’s a matter of taste and habit.

-Lets thicker pepper grains pass.

-Health: when you want to enhance flavour without using too much salt.

-For reasons of habit in cultures that prefer salty over peppery dishes.

-For reasons of taste, because pepper has a sharper impact on the palate.

www.theplanner.ca | March 2010 |

The

PLANNER

21

LUXURY: IT’S NOT MONEY, IT’S THE LITTLE THINGS THAT COUNT FOR TRAVELLERS Frequent business travellers really appreciate the perks that come with flying 100-plus days a year and staying at dozens of hotels. When you are logging tens of thousands of lonely miles, it really is the little things that can make the travel bearable. Here are a few things hotels have done for their VIPs to make sure they keep coming back: • Booking of personal trainers and arranging of airline flights • Delivery of a client’s favourite specialty coffee to her room while in various cities • Ironing, pressing and storage of clothes for frequent travellers so they don’t always have to take all of their luggage with them • Storing computer data on guests’ favourite flowers, number of children staying with them, etc. to help cater to their every whim.

• Tailor-made pillows and bottles of champagne

3. Concierges. Use a concierge at another hotel, but be sure to tip him as if you were a guest.

4. Give the hotel chain a reason to upgrade you. Join loyalty programs, and flash the card. They work best if you pick one and stick to it, but hotels have been known to upgrade people just for joining a loyalty program on the spot – the best time to try this is at check-in. If you don’t get an upgrade, at least you got the points.

5. Beware of major events. When there’s a convention or major event on, your appeal for a cheap room is more likely to fall on deaf ears as hotels usually overbook for these periods.

6. Look for boutique hotels. New places or those that were the buzz a year or two ago are good possibilities. The places that haven’t established themselves yet price competitively and older places have less demand for rooms so use it to your advantage.

On the Web: www.lonelyplanet.com

THERE’S AN APP FOR… YOUR HOTEL ROOM JOB À LA MODE? You’ve heard of the general manager, the banquets manager and even the concierge. Are you ready for a fashion director?

After a two-year search, the boutique chain of W Hotels recently hired Amanda Ross as its global fashion director to increase its style credentials and its profile within the lucrative fashion industry.

Ross has consulted for Dennis Basso and Elie Tahari and served as the wardrobe stylist for the TV show “Lipstick Jungle.” She will create the strategic framework for W’s global point of view on fashion, whether it be through creating partnerships between W and designers, fostering relationships between the brand and influential members of the fashion community or recommending collaborations for W Hotel The Store’s exclusive designer collection, Global Glam. Last year, W Hotels appointed a global music director, Michaelangelo L’Acqua and wanted to hire someone to guide the brand in the world of fashion.

On the Web: www.whotels.com

An iPhone (or other mobile devices) now allows travellers to check-in remotely, bypass the front desk and open the door to their room by simply pressing a “key” icon on their mobile device. Those traveling with an iPhone, BlackBerry, NOKIA, Android-based or other Windows-based mobile cell phone can securely obtain an encrypted room key in “full data mode” as long as they are staying at a hotel that enables the OpenWays mobile key service.

OpenWays, the global provider of mobile-based access-management solutions for the security and hospitality industries, recently announced an application to enable any of the four billion cell phones in the world to receive a dematerialized key via an encrypted acoustic tone to bypass the front desk and access door locks.

This solution uses the principle of Crypto Acoustic Credential (CAC™) and text messaging (SMS) to securely deliver a key to the right user anywhere in the world. In addition, the on-line key management of the OpenWays solutions enables staff to remotely cancel a key service, extend a guest stay or change a guest from room to room without having to go back to the front desk.

An e-door… who knew?

On the Web: www.openways.com

LONELY PLANET PROVIDES BEST EVER HOTEL TIPS IN A BRAND NEW BOOK Lonely Planet offers great travel guides and travel information.

The following are a few edited tips from their latest offering, The Lonely Planet’s Best Ever Travel Tips (retailing for US $14.99): 1. Contact the hotel directly. Forget the reservations office.

Booking directly may not get you the best rate, but will increase your chances for an upgrade.

2. Ask hotel staff for recommendations. Ask a concierge or bartender where they like to go in town. If you like where you end up, ask the staff their for their recommendations and move on in a gloriously unpredictable manner.

22

The

PLANNER | March 2010 |www.theplanner.ca

GUESTS NOT IMPRESSED WITH HOTEL TVS There seems to be a new trend with hotel flat screen, highdefinition TVs: the picture quality is often poor. New hotel TV sets are “nice looking pieces of furniture” says Marc Ginsberg, a vice president for DirecTV, a satellite service that is in about 33 percent of U.S. hotels. But he added they won’t provide a sharp, clear picture until hotels upgrade the receivers that transmit TV signals to each room, and pay for new more expensive HD channels. The end result is standard-definition signals are being fed into hi-def TVs.

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: • www.websudoku.com •www.sudoweb.com •www.dailysudoku.com •www.sudokupuzz.com

Copyright: Do you copy it right?

Copyright is recognized in the Universal Declaration of Human Rights.

TRUE OR FALSE?

TRUE. Article 27 (2) of the Universal Declaration of Human Rights states that: “Everyone has the right to the protection of the moral and material interests resulting from any scientific, literary or artistic production of which he is the author.”

Sudoku

QUIZ QUESTION OF THE MONTH

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 26

LEVEL: INTERMEDIATE

Solution, page 26

www.theplanner.ca | March 2010 |

The

PLANNER

23

Great Art + Good Manners = A Perfect Table

BY CAMILLE LAY

- The bread plate, along with a butter knife, is set alongside the main plate, with the knife vertically aligned with olidays, receptions and intimate the other cutlery, placed alongside the group meals are all excellent middle of the bread dish. opportunities for making a great - Glassware is set above the knives, impression on guests. No doubt you from inside to outside. Generally, the will go all out to design exquisite water goblet is furthest to the left and décor, create the perfect atmosphere is the tallest glass. Wine glasses are and organize your tables appropriately lined up from largest to smallest. For for a family meal or an event you are aesthetic reasons, you may prefer to organizing. Establishing the perfect organize your glassware symmetrically atmosphere is an important part of if guests are building on a gala event or corporate One inch facing or diagonal to each other. supper, a process that also involves from edge - Napkins are placed side by side in organizing each table around your the plate for a supper and on the silguests. Ornate and formal approaches A few basic table-setting rules are always useful. verware for lunch. can both deliver good impressions and highlight your design skills. Ideas abound and your artistic side - Following a meal, used cutlery should be placed next to the can certainly give you an edge when it comes to setting a table. plate, and point to its centre.

Equally important, however, is good etiquette. As we shall see, art goes hand in hand with style when it comes to setting a table and UTENSILS FOR EVERY MEAL You should decide how many plates, settings and glasses you proper decorum is crucial to a successful dinner. Etiquette will ultimately prove to be a key factor in showcasing the excellence want to use, based on these rules of etiquette and depending on the complexity and style of your meals. The following chart will of your work and the elegance of your table concept.

Two experts on the subject – Gillian Freund, owner of the help you when it comes to selecting and renting tableware.

All of these ingredients should of course be tailored to your Déco St-Germain boutique of table art and Thierry Pelven, a sommelier and gourmet who deals in local food and wine products – event. In Montreal, Celebrations, Bravo Location and Location offer some tips on organizing your table. Their common sense en Fête Outremont are just a few of the many tableware rental ideas can serve as solid foundations for developing a great con- suppliers that can meet your large orders.

Do you want to spruce up a business breakfast for your board cept. Whether you are arranging the setting yourself or overseeing the work of a caterer or hotel banquet service, the following of directors or delight your best clients at a dinner? For groups of chart offers three ways of arranging a table to meet the needs of up to 15, the Déco St-Germain boutique provides unique sets of fine dishes for rental, ensuring quality, trendy designs and originality. your different events.

H

GOOD MANNERS FIRST Whatever the size of your event budget, certain classic rules apply to setting a table: - The main plate sits one inch inside the table edge.

- The bases of the utensils are aligned with the base of the plate.

- Knives are to the right in the order they will be used, with their teeth facing the plate.

- The soupspoon is to the right of the knives, facing up.

- The cheese and dessert cutlery are placed above the plate, with the knife and spoon on the right, teeth facing the plate, and the fork on the left.

- Forks are placed to the left from outside to inside, in the order in which they will be used. Their teeth are turned up or down.

(In the past, the French turned them down to admire the family crest etched on the back, while the English, who engraved the crest on the front, flipped them up).

24

The

PLANNER | March 2010 |www.theplanner.ca

On the Web: www.celebrationsgroup.com www.bravoparty.com Etiquette and Class www.partyoutremont.com www.deco-stgermain.com DRAW ON THE TRENDS Gillian Freund, who imports remarkable works of table art, describes how original forms (in contrast with the conventional flat plate) have emerged from new trends. Such modern crockery includes oval designs, asymmetrical chinaware (with food only dabbed out in the corners) and brilliant textures (such as delicate ripples).

Anthracite is a tone that goes well with taupe or grey.

*

Etiquette and knowhow Bring more contrast to a dark table this winter with dashes of orange and violet—then let lime green do the job next spring.

Natural materials, such as slate (ideal in trays for serving horsd’œuvres, sushi and finger foods), wood and bamboo (particularly for placemats and platters) are all great choices.

A FEW TIPS Here are a few ideas for your next dinner event: • Check for damage to rented dishes and utensils.

Dishes, glassware and utensils that are scratched or chipped could cost you dearly if they result in a bad impression and a less attractive table setting.

Basic Tables (Moderate Budget) Type of Meal

- Groups of up to several hundred.

• Check the make of your china, particularly for a large supper. Table art lovers will be impressed by your refined taste.

• If your event is short, limit the meal to three services so that the first dish (often a salad) is only distributed once your guests are seated. This will keep the food from losing its freshness.

• Do not lay out more utensils than are needed. It may confuse your guests.

The Planner’s Associate Editor Camille Lay is also President of CL Eventive, an event coordination firm. She can be reached at: clay@theplanner.ca.

Classic Table (Intermediate Budget)

Formal Table (Big Budget)

- Groups of up to several hundred. - Small and medium-sized groups

- 3-service meals, without changing - 3 service meals, with changing of - Meals of 3 services and more, with utensils or glassware.

utensils and possible change of changes of utensils and glassware.

- Use of inexpensive vessels and table glassware. linen.

- Use of one vessel and elegant table

- Use of fairly elegant but inexpen- linen. sive vessels and table linen.

Utensils Required (Per Person)

1 appetizer

1 presentation platter

1 presentation platter for each service

1 main course

1 plate for each service

1 bread plate

1 dessert course

1 bread plate

1 water goblet

1 water goblet

1 water goblet

1 wine glass for each wine on the

1 wine glass

1 glass of red wine

menu

1 knife

1 glass of white wine

1 butter knife

1 fork

1 butter knife

1 knife per service

1 soupspoon

1 to 4 knives (depending on the 1 fork per service

1 dessert spoon or fork

number of services)

1 teaspoon

1 to 4 forks (depending on the num- 1 cheese and dessert spoon, fork

1 coffee cup and saucer

ber of services)

or knife

1 napkin

1 soupspoon

1 teaspoon

1 dessert spoon, fork or knife

1 coffee cup with saucer1 napkin

1 soup spoon

1 teaspoon1 coffee cup with saucer 1 napkin

Type of Meal

Stainless steel utensils

Stainless steel utensils

Stainless steel utensils

(popular design)

(popular design)

(desired design) or in finer

Glass

Glass

Finer glassware or crystal

Inexpensive porcelain

Inexpensive porcelain

Fine or Limoges porcelain

Cotton and synthetics

Inexpensive satin, synthetics, cotton Superior quality cotton, refined satin or silk

Service and Layout

You can set all utensils and crockery You can set all utensils and crockery Clear used utensils after each service. on the tables from the start for a quick on the tables from the start for a Offer to remove used glasses. meal. Otherwise, the dessert and cof- quick meal. Otherwise, the dessert fee utensils can be brought out later. and coffee utensils can be brought out later.

www.theplanner.ca | March 2010 |

The

PLANNER

25

Halifax airport tops passenger survey

Halifax Stanfield International Airport is the best international airport of its size according to a survey of travellers. Stanfield was ranked No. 1 for overall passenger satisfaction among airports in its class – under five million passengers a year – participating in the Airports Council International survey. It was the seventh straight year Stanfield emerged as the best in its category, the airport said. Ottawa was also in the top five in the category. The best airport serving 5 to 15 million passengers was Hyderabad, India; 15 million to 25 million, Baltimore/Washington; 25 million to 40 million, Incheon, South Korea; and over 40 million, Hong Kong. More than 130 airports around the world participate in the survey said the Council.

On the Web: www.hiaa.ca

Commentary The Dolphin Dilemma So you’ve got a great holiday planned out at a five star hotel, a room with a view, some time for tanning and, of course, a highlight of your stay will be swimming with some playful dolphins. What you don’t know is the story of how these beautiful creatures got to your resort, because if you thought that they just swam up a warm gulf to get there, you’re wrong!

In the 2009 documentary The Cove (which recently won the Academy Award for Best Documentary), we learn the unfortunate truth about the industry of dolphins. The dolphins that don’t get sold to resorts or water parks are speared and sold to supermarkets as whale. The reason they are packaged under whale and not dolphin is because dolphins are dangerously high in mercury, thus endangering the people who eat it.

I’m not saying that you shouldn’t swim with dolphins, but it’s important to know where dolphins (and other animals) come from. It’s your choice to decide what you do, but caveat emptor (buyer beware) is imperative here.

The Cove is the “Blood Diamond” of dolphin movies. I do recommend it, but be prepared for the gory content.

Emily Dias-Geoffroy, 14 A student at Trafalgar School for Girls Montreal, Que. ANSWER EASY SUDOKU PAGE 23

ANSWER MEDIUM SUDOKU PAGE 23

April 2 – Good Friday

April 5 – Easter Monday

April 13 to 14 2010 National Business Travel Association Sixth NBTA Annual Conference and Exhibitor Showcase, Toronto Marriott Downtown Eaton Centre, Toronto, Ont. Contact : www2.nbta.org April 15 2010 MPI National Meetings Industry Day (NMID), 1:30-7:30 p.m.Delta Centre-Ville, Montréal, Que. Contact : www.mpimontreal.com May 24 – Victoria Day

May 25 to 27 2010 IMEX 10 Worldwide exhibition for incentive travel, meetings & events Frankfurt, Germany Contact : www.imex-frankfurt.com July 1 – Canada Day

July 24 - 27 2010 MPI World Education Congress, Vancouver, B.C. Contact : www.mpiweb.org

August 2 – Civic Holiday (except Quebec)

August 5 to 7 2010 ISES Eventworld 2010 Baltimore Marrriott Waterfront Hotel, Maryland.

Contact : www.ises.com

••• Do you want to publicize your event? Please send us an e-mail message at: info@theplanner.ca 26

The

PLANNER | March 2010 |www.theplanner.ca