Dec 2005 - Jan 2006 by MERCI

A MONTHLY DIGEST TO INFORM, ENLIGHTEN AND HUMOUR MEETING PLANNERS VOL. 3 ISSUE 9

December 2005 – January 2006 Edition

Ca n’t f it it a ll in? Join t he club

Dropping the bag(gage) O BY ALLISON MARTENS

ver the last year, most major airlines have quietly decreased the free baggage allowances from an average 70 lbs. to 50, forcing travelers to lighten their load or pay up. With excess baggage fees on U.S. airlines ranging from US$50 to $100 and beyond, perhaps it’s time you did some downsizing of your own. Faced with crippling losses over the last few years – $9 billion in 2004 alone – North American airlines are scrambling to increase revenues. While some have cut costs by trimming certain services, such as in-flight meals, all are trying to shoehorn as

many passengers as possible into already-cramped aircraft. By decreasing space for luggage, they free up space for bodies. New aircraft are also being designed to reflect this fact, says aviation expert Isabelle Dostaler, director of Concordia University’s Aviation MBA program in Montreal. “It’s all about trying to cut costs. The higher the number of people you put in an aircraft, the more money you make,” she said.

CONTINUED ON PAGE 6

PLEASE SEE INDEX ON PAGE 4

INFLUENCE WITH EASE

When Talking to Strangers 3 reasons potential customers may distrust you By Jeff Mowatt

nteresting to hear the response from managers when asked about what factors impact sales. Many will reference the economy, customer demographics, competition, and recent innovations. While those factors certainly play a role, I often find, when brought in to train sales and service teams, that employees inadvertently chase away new potential customers. It usually happens within the first 10 seconds of customer communication, and most employees have no idea that they are committing these offenses. See if this is true in your organization. Consider these three reasons potential customers may distrust you or your team members.

1. Faking Familiarity Imagine that you are relaxing at home at the end of a long day. Supper’s cleared away; at last it’s time to relax with cookie, blankie, remote. The phone rings. You drag yourself off the sofa to answer. The voice at the other end replies, “Hello, is this Mr. or Ms. So-and-so?” “Yes,” you answer. The caller’s next line, “And how are you this evening?” Thinking quickly you turn to your sweetheart, extending the phone, “Honey, it’s for you!” The telemarketer made a common mistake—faking familiarity. It’s true that customers want to be treated in a friendly manner, but managers and employees need to recognize that before you can foster friendly feelings, you need to create trust. The telemarketer lost trust in the first five seconds when they asked a stranger, “How are you?” The potential customer realizes that the caller had never met them, so really doesn’t care how they are. One of the techniques I share in my training sessions for salespeople on cold calling methods is to never ask a stranger, “How are you?” Instead, salespeople get better results by opening with, “Hello, is this So-and-So? Hi, I’m So-and-So with ABC Company. We’ve never met. The reason I’m calling is…” In other words, you’ll get better results by saying, “We’ve

never met” (which proves that you are up front and honest) than by insincerely inquiring about the health of a total stranger. Today’s consumer is more educated, streetwise, and, frankly, way more cynical about salespeople’s motives than ever before. Consumers seem to be taking the advice that parents give their children: “Come straight home, and don’t talk to strangers!” That means that beyond telling employees to be friendly with customers, managers need to quip their staff with tools for establishing trust.

2. Evasive Answers Which person would you trust in this scenario: Picture yourself as a customer asking this simple question of two employees: “When can you deliver this?” Employee A’s response: “This is the busy season for us and the plant is operating at about a two-week turnaround. That means it will be delivered by March 15th.” Employee B’s response to the same question, “By March 15th. This is the busy season for us and the plant is operating at about a two- week turnaround. That means delivery by March 15th.” As the customer, you’re likely to have more confidence and trust (there’s that word again) in Employee B. That employee answered the question with a direct answer, then elaborated. Employee A sounded as though they were avoiding the question. That’s also referred to as sounding like a politician. When trust is our primary objective, better to opt for instant honesty. In other words, answer the question directly, then explain. It’s a subtle technique that’s often overlooked. Speaking of up-front honesty, let’s look at a third reason strangers may not be receptive to our ideas.

3. Slight exaggeration I have spoken at conventions for three major real estate corporations who each claim that they are number one in the industry. While you and I know all three companies can’t be first, when we read 2

the fine print, we find that each is using different metrics to rank themselves at the top. My comment for those three organizations – so what! What does the client care if you happen to have the most sales, most realtors, or most offices in the country? At best, those are features - not benefits – that aren’t particularly meaningful to the average customer. All they’ve done by claiming to be number one (when others are doing the same), is raise the skepticism of the customer. This use of slight exaggeration, or “puffery,” is the third reason customers distrust us. Customers have become so inured to organizations claiming to be the first, best, and biggest, that they often tune-out when they hear it from employees, advertisements, the media, or read it on websites. To influence the customers’ buying decisions, we’d better provide more than just grandiose claims. Fortunately, there are three pieces of information that do help to sell ideas, products or services. Your message should convey: 1.What the benefit is. 2.How you are unique 3.The evidence. Together the benefit, uniqueness, and evidence are known in marketing circles as a Unique Selling Proposition or USP. Your USP helps to remove doubts and raise buying interest.

Bottom Line There are plenty of reasons/excuses for sales not meeting expectations. Before blaming external factors, managers would do well to look at their customer communications to see if there’s room for improvement in building trust.

This article is based on the critically acclaimed book, Becoming a Service Icon in 90 Minutes a Month by business strategist, consultant, and international speaker Jeff Mowatt. To obtain your own copy of his book or to inquire about engaging Jeff for your team, visit www.jeffmowatt.com or call 1-800JMowatt (566-9288).

DEC. ’05 - JAN. ’06

Trends Banned items being let back on planes The American Transportation Security Administration has decided to end its ban on small scissors and a few other carry-on items, despite concerns voiced by some airline passengers and flight attendants that the move might compromise their safety. Effective Dec. 22, air travelers will be able to take scissors with blades less than four inches long and screwdrivers less than seven inches long, along with knitting needles, tweezers and nail clippers. (Still banned: boxcutters, knives, hammers and ice picks.) T.S.A. officials said the move was part of a larger effort to focus more on finding explosives, instead of confiscating small items the the agency doesn’t feel pose a serious threat. In addition, the T.S.A. said it was going to increase the number of random searches of passengers.

What is the safest safe in a hotel? According to security experts, the manager’s safe is definitely better than the in-room safe. The in-room safes are usually easier to crack, according to Terry Riley, a security consultant with Applied Psychology in California. Also, if you lose something in the manager’s safe, the hotel’s insurance company will probably give you more for the loss than if you lost items from the room safe. Remember the old axiom: When in doubt, do without. If you don’t want to lose it, leave it at home. •••

Thought du jour “The main idea in golf as in life, I suppose, is to learn to accept what cannot be altered, and to keep on doing one’s own reasoned and resolute best whether the prospect be bleak or rosy.” — Bobby Jones

DEC. ’05 - JAN. ’06

Be smart: Ask stupid questions

EDITOR’S NOTE Published by:

No time for words

2105 rue de la Montagne, suite 100 • Montreal, Quebec • H3G 1Z8 Telephone: (514) 849-6841 ext. 333 • Fax: (514) 284-2282 We welcome your comments: info@theplanner.ca

s many people can attest, I’m rarely short for words on almost any topic. But at this time of year, I think it’s best to keep it as short as possible. So Season’s Greetings to all of you who take an interest in The Planner — we appreciate your support and we look forward to a prosperous 2006. *** This is a very busy time of year for most people. And there are usually a myriad of events planners could be working on: Holiday parties, banquets, end-of-year meetings, and so on. But try to take a minute from your busy days and consider that more than 800,000 Canadians – about 300,000 of them children – visited a food bank in at least one month last year, according to a recent survey by the Canadian Association of Food Banks. Nearly 40 % of food banks struggled to meet their demands for food, so please give generously to help feed some hungry souls who need a helping hand at Christmas.

Editor: Leo Gervais Associate Editor: Camille Lay Proofreader: Keith Motton Administration: Patrick Galvin, Julie Boisvert, Patricia Lemus Sales: James Paulson Contributors: Mike Auctor, Michael Ballard, Anne Biarritz, Thomas Chalmers, Peter De Jager, Michelle Everets, Stacey Hanke, Marc Levasseur, Jeff Mowatt, Matt Riopel, Barry Siskind, Harriet Wezena The Planner is a monthly publication distributed to 12, 000 professional meeting planners across Canada and the U.S.. Poste-publication No. 40934013

Our Mission and Goal Our mission is to inform and enlighten meeting planners. Each edition will have no more than 30 to 35 per cent advertising (all of which will be informative) with the rest of the publication dedicated to articles to help meeting planners in their dayto-day activities. Our goal is to give out the accumulated profit as educational grants to planners.

What would you like to read about? Please e-mail me at: lgervais@theplanner.ca

IN THIS ISSUE Influence with Ease

Baggage allowance

Resiliency Pt. 2

What if

Book review

The drum party

Seldon’s wisdom

Thanks to our advertisers

18-19

Hotel News

22-23

Constructive feedback

MPI Update

Bread

Coming soon • Baggage Pt. 2 • Conference centres • Cruise lines • What is SAD? • Working out in your room • A/V in hotels: what is really happening

VOL. 3 ISSUE 9 December 2005 – January 2006 Edition

DEC. ’05 - JAN. ’06

News briefs Donating your Air Miles

Swedish erotica... on the phone?

If you have a lot of air miles and feel generous, you can turn them over to charity. You’ll feel good about doing it and it is better than letting them expire. To find out how to make a donation, ask your favourite charity or inquire with your airline. The Red Cross, for example, has partnered with several American carriers, including Continental, America West , Delta and Alaska Airlines. Donated miles facilitate the transport of volunteers and staff to disaster areas. The good feeling will have to be enough: unfortunately, the miles aren’t tax deductible. For more information, visit the Red Cross website: www.redcross.org.

Two-thirds of Swedes secretly read their partner’s phone text messages, says a study that surveyed 685 people. Some 64 percent of those questioned by mobile portal Halebop said they read their partners’ messages purely out of curiousity, but one-fourth admitted it was because they were jealous. Almost half, 47 percent, said they checked out messages when he or she was in the bathroom or shower; others said they did it when their partner was sleeping or had left their phone at home. The study also found that 86 percent had flirted by text messaging and 50 percent had had text sex, seven percent of those with a stranger.

DEC. ’05 - JAN. ’06

The price of fuel is driving luggage restrictions Montreal retailer Jet-Setter. “Most of our customers ask for lightweight bags.” She adds that lighter luggage simply makes sense for people who want to negotiate often-large airports independently, quickly and painlessly while respecting baggage allowances: Especially those with health difficulties such as bad backs or arms. Perhaps the greatest strides by manufacturers have been made regarding the design of luggage frames. Once made of heavy materials like steel or dense plastic, the new feather-light breeds may be constructed from tough polycarbonite plastic or aircraft-grade aluminum.

CONTINUED FROM DROP THE BAG(GAGE), PAGE 1 It’s largely connected to fuel prices. Since 2001, the price of jet fuel has tripled from about 50 cents U.S. per gallon to the current average of about $1.65. Many carriers were all but gutted in the wake of Hurricanes Katrina and Rita, which drove up the price of oil and consequently jet fuel, which peaked at more than $2 per gallon. The cost to airlines as a result of fluctuating oil prices is staggering. According to the Air Transport Association, given a consumption of 19 billion gallons per year – the average used by U.S. airlines – each penny increase in the per-gallon price translates into a whopping additional $190 million in annual fuel costs. With continuing unrest in the Middle East and varying estimates about the size of remaining reserves, many say high oil prices are now a fact of life: “What we’re seeing now is not punctual, it’s here to stay,” Dostaler says. “The airline industry is where you see the highest oil consumption. There is no other option for aircraft; You don’t have hybrid planes like you have hybrid cars.” She also explains that the less luggage travelers have, the less airlines have to track. She says overhead compartments are becoming roomier to encourage people to fit their belongings into one bag and, more importantly, to keep it with them. “Especially on connecting flights, some airlines seem to be losing this capability to keep track of your luggage, so keeping everything on board with you appears to be much more convenient,” she said, adding that she has had her luggage lost twice in the last two years. At least one airline claims to include a more altruistic reason for putting the squeeze on its passengers. On its Web site, British carrier Virgin Atlantic notes it has decreased allowances to “reduce strains and injuries amongst baggage handling staff.” David Rowell, publisher of the online journal The Travel Insider, suggests airlines are unfairly preying upon pack rats: “Packing lightly is a largely neglected art for most of us, and the airlines are cashing in by reducing our free luggage allowances. “It is believed that some airlines pay their counter staff bonuses based on the amount of extra charges they levy on their passengers,” he notes on his site.

HALLAM: “A lot of companies are competing to make luggage light. Most of our customers ask us for lightweight bags.” You will pay for the technology – Hallam says you can expect to pay at least $100 for a good quality bag, and most run much more than that – but purchasing one pays dividends in the long run. It is best to buy a good one than to go through several cheaper, heavier ones that don’t resist wear and tear as well. Most quality bags are now made from light, highdernier ballistic nylon. Similar to the material used to make bulletproof vests, it is virtually impossible to scuff or rip. The top trend at the moment seems to be carry-on sized bags that work as backpacks but also have a telescopic handle and rolling wheels. Eagle Creek makes one weighing a nimble 9.5 lbs, as does Canadian outdoor supplier Mountain Equipment Co-op. Priced at $130, their model is 8.5 lbs and features a detachable daypack. For greater capacity, there’s the Silicon Valley-designed Züca backpack which, in addition to flashing LED wheels for night visibility, features a built-in seat for those long waits at check-in.

Invest in a good bag To stay within free baggage allowances, the right bag is key. A visit to any luggage shop suggests that the cumbersome suitcases of yore are going the way of the dinosaur. The focus is now on maximizing packing efficiency within a smaller space. “A lot of suitcase companies are starting to compete to make luggage lighter,” says Maggie Hallam, a sales associate at

CONTINUED ON PAGE 7 6

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makes his do double-duty: “Take things that can be either dressed up or dressed down, so something not too outrageous that can work with a suit, but also casually.” He matches his shoes to his belt, and takes either his brown set or the black, but never both. “And wear your heaviest shoes on the plane, as well as your suit jacket so you don’t have to pack it,” he recommends. Don’t underestimate the power of small pieces can change the entire feel of an outfit. “You can change your look with just a tie, scarf, or vest,” writes Lani Teshima on her site, Travelite.org. Instead of lugging around full-size bottles of space-sucking toiletries, invest in smaller plastic bottles to pour products into or raid the local drugstore for travel-sized articles from small cans of shaving cream and tubes of toothpaste to antiperspirant. Like clothes, toiletries should multitask: Instead of shampoo and conditioner, take a two-in-one that in a pinch can also be

Duffel bags can work CONTINUED FROM DROP THE BAG(GAGE), PAGE 6 It weighs only 11 lbs., but is too large for most overhead compartments. A smaller model is reportedly on the way. Many bags are now designed using what Hallam calls the “packet system” which neatly compartmentalizes your belongings. These bags may include perks from detachable plastic toiletry bags which resist product leaks, to laptop holsters. Due to their lack of rigidity and ability to accommodate larger items that might not fit in suitcase compartments, duffel bags can also be a sound choice “They’re the way to go if you’re traveling with a lot of gear,” Hallam says. On his site, Onebag.com, travel expert Doug Dyment has long advocated Red Oxx bags, one of which – the three pound Air Boss – he recently helped design. On his site, Dyment says that for carry-on luggage, soft bags “conform better to both their contents and the places you might stow them.” The Air Boss is carry-on sized, retails for US$225 and comes in 12 colours including bordeaux, saffron and, of course, black. While it is the top-selling colour in North America, many luggage manufacturers are starting to design bags that can be easily recognized on baggage carousels and reduce instances of mistaken identity. Some have even enlisted big names such as Ralph Lauren and Tommy Hilfiger to dress up their products. While hot pink, turquoise or funky floral-patterned fashion luggage may be fashion-forward, the more conservative-minded might consider a navy, khaki green or wine-coloured tote. Fine bag manufacturer Briggs and Riley offer a shade they call platinum, a subtle silver that is all class.

Try to take clothing you can mix and match. And carting around appliances is a definite faux pas. used as body wash. Carting appliances around is a definite faux-pas: especially if your hotel provides hair dryers and ironing services, which many do. To combat creasing, clothes can be neatly rolled instead of folded. Mild wrinkles can often be steamed out by hanging clothing in the bathroom while you take a hot shower. Chu estimates he attended 18-20 conferences around the world last year, and knows how materials and goodies can pile up. “You’ve got to account for the stuff you’re going to bring back,” he said, which often include gifts for family or friends. “If you’re missing something you can always buy it.” Although this may not be music to conference organizers’ ears, Chu advises ditching courtesy bags, bulky coil binders, and any other superfluous items. He keeps only the documents and literature he requires, and leaves the rest behind. The new minimalist travel ethic is a necessity these days, but it simply takes a small dose of common sense. If you are well-organized and realistic about your travel needs, it should be a snap. If you’re still struggling, there are a wealth of books and Internet resources to help steer you on track.

Keep it simple when packing A good start to packing light could be the Lonely Planetendorsed tactic of splitting your trip clothing into a large and small pile. The small pile gets split in half, and only one half goes in your bag. Experts such as Dyment swear by detailed packing lists, so you are less likely to cram in last-minute items you previously forgot. On the Internet, the Universal Packing List (see page 8 for the web address) is a fun tool that helps you devise a list tailored to duration of your stay, weather conditions and accommodation. The First Commandment of packing, however, is ‘Thou shalt not bring an amount of clothing directly proportional to the length of thy trip’. For a five-day sojourn, you don’t need five pairs of pants. Ditto for socks, hosiery and underwear, which can be swished out with soap in the sink and left to dry overnight. Try to take clothing that you can mix and match. Michael Chu, a London, Ontario-based chief surgical resident, also

DEC. ’05 - JAN. ’06

What the different airlines will allow you to bring aboard B

elow are some free baggage allowances for domestic travel with major U.S. and Canadian airlines. However, baggage allowances are a nebulous business, and airlines often have differing policies with regard to the size of the bags permitted or allowances to certain destinations. Here, your best defense is definitely a good offense: Always check allowances with airlines prior to departure.

AIR CANADA Carry-On: One bag up to 10 kg (22 lbs), one personal item (laptop, briefcase, etc.) Hospitality class: Two checked bags less than 23 kg (50 lbs) each Executive Class/Executive First Service: Two checked bags, each less than 32 kg (70 lbs)

NORTHWEST AIRLINES Carry-On: One bag, not exceeding 18 kg (40 lbs). No specified limit on personal items such as laptops, purses and overcoats Coach: Two bags not more than 23 kg (50 lbs) each First Class: Three pieces: Two not more than 32 kg (70 lbs), a third less than 18 kg (40 lbs)

UNITED AIRLINES Carry-On: One bag and one personal item. No weight limit indicated for the bag, but it must fit in overhead compartment or under seat Economy: Two bags up to 23 kg (50 lbs) each First/Business Class: Two bags up to 32 kg (70 lbs) each Note: 1K Premier Executive, Premier Executive and Star Alliance Gold members check a third bag for free

AMERICAN AIRLINES Carry-On: One bag up to 18 kg (40 lbs) Checked: (all passengers): Two bags not more than 23 kg (50 lbs) each

CONTINENTAL Carry-On: One bag and one personal item. Total weight must not exceed 18 kg (40 lbs) Economy: Two bags not more than 23 kg (50 lbs) each First Class and BusinessFirst: Three bags not more than 32 kg (70 lbs) each

DELTA Carry-On: One bag and two personal items with a total weight not more than 18 kg (40 lbs) Checked (all passengers): Two bags, each not more than 23 kg (50 lbs) Note: Travelers to Key West are limited to one checked piece

“I read The Planner cover to cover...” “Excellent and informative...”

US AIRWAYS Carry-On: One personal item and one bag. Total weight can not exceed 18 kg (40 lbs) Economy/Coach: Two bags up to 23 kg (50 lbs) each First/Envoy Class: Two bags, up to 32 kg (70 lbs) each

WESTJET Carry-On: Two pieces not more than 10 kg (22 lbs) each Checked (all passengers): Two bags up to 32 kg (70 lbs) each Not sure what to pack? Check out the Universal Packing List on the Internet, which offers a quick and simple way to figure out if you really need that extra pair of tweed socks or not. Visit the site at: http://upl.codeq.info/ – Allison Martens

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DEC. ’05 - JAN. ’06

How to Sudoku Sudoku (which loosely means “single number” in Japanese) is a deceptively simple yet addictive game of logic that consists of a nine-by-nine square grid, broke into three-by-three square cells. The object: fill each square with a number from 1 to 9 so that every number appears only once in each row, column and cell.

Level:Easy

More on Sudoku, Page 25.

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1 877 8 2 2 - 2 6 2 3 DEC. ’05 - JAN. ’06

SAN S F R AI S (TOLL F R EE)

You need M&Ms and resiliency Building resiliency one moment at a time! BY MICHAEL BALLARD

esiliency is our ability to bounce back from life’s everyday obstacles and the overwhelming ones. In this article, I want to introduce you to two key skills we need to use to build and maintain our resiliency. When we use these skills, they offer a payback that can make a very powerful difference. The first skill is Mindfulness: it offers the ability to gain greater insights into both our inner and outer lives. The second some would call a value, others a way of life. Regardless of what you call it, the path of Mastery is the ability to understand, that life is more about focusing on the journey and less on the destination. How we chose to do this depends in large part how much you really want to get out of your life. Both take time and effort yet once we have learned and committed to use them they can quickly become form habits that we can turn to, as we want them. One of the primary skills is Mindfulness. It is is being aware of yourself in the present moment. You are not judging, thinking or reflecting. You are simply observing the moment in which you find yourself. Moments are like each breath.

Each breath is replaced by the next breath. You are there with no other purpose than being awake and aware of that moment. If you start by being aware of your breath (rate and depth) you know it comes and goes. It is like the end of one wave from among the endless waves at the ocean. They continue to come and disappear to be followed by another and another and another. They come. They go. They come, they end, and they flow back to be covered by another incoming wave. You can hear the sound. Its rhythm puts the mind into a relaxed state and you go far away but wherever you go, there you are. Being mindful can bring large benefits to those that take the time to practice this empowering skill. Practitioners of Mindfulness talk of an increased ability to concentrate, more effective communications, problem solving and feelings of less stress. The second key to building resiliency is Mastery. Mastery is hard to define yet when we experience it we know it when we see it or feel it. Think Terry Fox, Silken Laumann or Rick Hansen. Three vastly different worlds. Yet, all exemplify mastery. It comes in many forms. North American society works at direct odds with its constant barrage of instant gratification and immediate success. Just check your email for products and services that can offer you “instant” relief and results. The one that I laugh at is the “Get your Ph.D. in under two weeks. “ What a crazy world we live in.

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Deciding to learn something new is the first step in the journey of Mastery, which is available to anyone who wants to achieve CONTINUED FROM PAGE 10 Mastery is available to anyone regardless of talent, gender or previous experience. You have to decide to get on and then stay on the path. The journey of mastery starts when we decide to learn something new: a new software program, a new sport or language. Mastery is a process that exposes us to gaining new expertise as we grow in the process. We all need to start down the path of mastery with instruction. Then move into practice mode where we quickly learn (to quote a former manager) that with proper practice promotes perfect performance. P5 for short. In this stage, we can feel great frustration as we run into learning plateaus, our own bad habits, become distracted (almost all of us have at least one favourite TV show) and a host of other demands placed upon us. The next phase comes when we learn to surrender to what we have learned. We get out of our own way. The next phase is to show up with intention. Once we have grown to the level of intention we are well underway. I’ve heard it stated at this level it is all about being on time and on purpose!

career satisfaction or deepen your relationship skills the process of mastery is a path that can help us all attain a higher levels of accomplishment. In addition, we gain a deeper sense of control over our life. Developing our resiliency skills can make a very large impact in our lives if we take the time to invest in ourselves. What is your next step going to be? Michael Ballard specializes in coaching and training individuals, teams and organizations to become more resilient across North America. He is a recognized professional speaker, workshop leader, trainer and coach. You can reach him at: mballard@resiliencyforlife.com or www.resiliencyforlife.com

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Committing to mastery Once we have committed to the process of mastery, we can experience a deeper sense of fulfillment and satisfaction in our life. So, if you want to improve your golf game, enhance your

DEC. ’05 - JAN. ’06

What if and What do I do? When event planners become emergency planners BY MICHELLE EVERETS, CMP

5. Leave, don’t leave

vent planners have been dealing with ‘what ifs’ for years and only recently has it become one of the most important parts of the job. Preparing for the “what ifs” can significantly reduce the loss of life, income and reputation.

There may come a point when the decision to evacuate a site is necessary. It is important that all stakeholders know what the criteria is for evacuation. An evacuation plan should also become part of the emergency plan that is rehearsed with the staff and volunteers.

There are some key elements that should be in place as part of your event planning. Here is my list of eight things to consider:

6. Threat or no threat

1. Identifying key people and responsibilities There are a few key people within the planning team or the client’s company that will be directly involved should an emergency happen. A record of those people and their responsibilities during the event should be created and updated as needed during the planning process.

2. Risk assessment Identifying all the possible risk beforehand and what the mitigation process will be can reduce the anxiety and chaos during a disaster or emergency.

3. Communication planning Developing a clear communications plan identifying who will speak to the media and what the message will be is very important to maintaining order when the media arrive, and they will.

4. Hot or cold, where do we go? Having an alternate site available in case the event needs to be relocated may be an important issue if you can foresee the need to move. Having a hot or cold site identified in the early stages can facilitate an easy transition.

If there is perceived danger to life it is always treated as a threat and must be taken seriously. Volunteers need to be trained how to handle a situation like as a bomb threat being phoned in where someone might assume it is a joke and hangs up on the caller.

7. Train, test and maintain the plan It will be great if the plan is created, but a disaster if the plan cannot be executed correctly. Training all staff and volunteers is critical, then test it to make sure the plan works. Maintaining the plan is just as important as the execution.

8. Critical Incident stress management Remember it is not only you affected by the disaster; your participants and guests will also be affected. They will have experienced the emergency from a different point of view than the planner who is usually too busy to be emotionally affected immediately. There may be a need for stress management after the fact. This may only be a short overview of what an emergency planner does, but it will help those event planners who face the very real possibility of a natural or man-made disaster when it happens. Michelle Everets is the Executive Assistant – Conferences and Meetings for the Canadian Society for Medical Laboratory Science. She can be reached at: michellee@csmls.org or (905) 528-8642.

DEC. ’05 - JAN. ’06

Health Trends

Mosquito-borne malaria is making a deadly comeback with tourists BY LEO GERVAIS

here it is wet, they will come. Indeed, the recent spat of extreme weather events has created ideal conditions for malaria infected Anopheles mosquitoes to breed and spread malaria. The potentially fatal disease is characterized by fever, listlessness and headaches. It is prevalent in sub-Saharan Africa and India and is responsible for killing approximately one million people a year, mostly children. Last year, experts blamed the intense hurricane season for 16 Canadian and American tourists contracting malaria in La Altagracia, Dominican Republic. While parts of the country are malarial, it was the first reported incident at a resort area. Similar wet weather incidents have also caused recent malaria spikes in the Honduras and Mumbai. Malaria-bearing mosquitoes have also been in heretofore malaria-free areas like the Soviet Union (where it had been eradicated) and Mexico, raising fears that malaria could become more widespread. There are many anti-malarial drugs to choose from including Aralen, Lariam and Malarone. They are taken before,

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during or after the trip, or a combination of these. Unfortunately, many people do not use them due to the expense, inconvenience or side effects. A recent survey by the American Society of Travel Agents and GlaxoSmithKline (makers of the antimalarial Malarone) showed that only 8.4 percent of respondents who had traveled to malaria-endemic countries took medicines to protect themselves and some 47 percent were unsure or misinformed on how the disease is transmitted. It is prudent to consult a physician well in advance of any trip to find out if antimalarials or any other drugs are necessary. As well, good old bug repellent can be very effective in conjunction with drugs to help you avoid malaria.

Some malaria facts: • 40% of the world’s population – 2.5 billion people – is at risk of malaria. • Because of drug resistance, increased human migration, decreased mosquito control and other factors, malaria kills more people today than it did 30 years ago. Source: The Malaria Foundation, www.malaria.org

BOOK REVIEW

The Martha Rules by Martha Stewart BY HARRIET WEZENA

When

you are one of the world’s greatest entrepreneurs of all time, it makes sense that people would probably like to know how you became such a big success. Or, more importantly, how they can do it by following your rules. Say what you want, but Martha Stewart is an undeniable force in the business world. She turned her personal passion into Martha Stewart Living Omnimedia, a billion dollar business. In addition to that, she’s getting even more face time with her public now with two television shows from NBC—her reality show The Apprentice: Martha Stewart and her daytime syndicated show Martha – as well as a radio program on Sirius satellite radio which will provide daily round-the-clock how-to content. She has been awarded numerous honors and distinctions from the worlds of business, education, television, media, culinary arts, and retail. In April 2005, she was included among the 100 most influential men and women of the year in TIME magazine’s annual “TIME 100” list, in the “Builders & Titans” category. Martha Stewart is also a bestselling author. And she has been able to parlay her prison stint into tide of admiration from her adoring public for her steely reserve and comeback ability. Martha Stewart wannabes can now share her business knowledge and advice in this handbook for success. Tapping into her years of experience in building a thriving business, Martha will help readers identify their own entrepreneurial voice and channel their skills and passions into a successful business venture. Critics will say there is nothing new here, and they will be right. But like everything else she does, it is the way Martha does it that makes it so appealing and in this case, extremely useful. Martha knows her customers, and she knows what they like. The proof is this book geared to them.

Whatever type of entrepreneur you are, you will likely glean some great insight from Martha and her rules in this new book. For instance, Martha Stewart emphasizes the importance of identifying a target market that will buy what you offer. She talks about geographic mismatches: pick a location where your product will be welcomed. I personally liked Rule #2: Ask yourself, What’s the Big Idea? Martha writes, “Passion can be a wild thing, taking you in many directions. try to grab it by the reins and, as you harness that passion to start or grow a business, begin to focus on a goal. It is important to think about your business ideas in a clear and disciplined way, tuning in to precisely what it is that your customers need and want; then concentrate on thinking big.” Perhaps this is the active ingredient to Martha’s success: to be able to visualize your success. She is certainly not the first to advocate that, but her connectivity with customers and readers comes from a quality she has that is difficult to define but easy to recognize. She seems to bring out the entrepreneurial spirit in all that she touches. The Martha’s Rules is sure to appeal to business readers, fans, and anyone who admires her for her style, taste, and great advice – and who have great business ideas of their own. Book: The Martha Rules Author: Martha Stewart Publisher: Rodale Books, 2005 Pages: 224 ISBN: 1-59486-470-5 Price: $22.74 on www.chapters.ca •••

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Have yourself a drum party! BY ALDO MAZZA

uring this festive season, many companies and individuals are looking at adding fun, interesting and creative elements in their annual holiday parties. Drumming has been used extensively in the past few years by major corporations for company team-building as well as stress management programs. Why not make it the event of the party? Bringing hand drumming to a social event and having guests participate is a powerful interactive and fun activity. I had accidentally tested this theory in my own life when, several years ago, my wife and I were invited to a neighborhood party. As the evening unfolded and we got a chance to mingle with some of our old and new neighbors, the host of the party, knowing I was a drummer, suggested that I get a drum and play for everyone. I answered back that it would naturally be a pleasure, but this party was not about me, it was about all our neighbors and if I played, I would like everyone to join me as well. Laughs broke out with comments like “Oh, you would not want to hear me play! ” or “I have no rhythm, I can assure you!” and of course, “but I’ve never touched a drum before… I can’t do that!” Well, they insisted I play, and I stubbornly reiterated my “condition”. Finally, everyone agreed and we went to my house to get a handful of hand-drums for everyone to play.

A magical experience What happened next was truly magical. Within minutes, my “audience” became active participants who were totally engaged in an activity that not only bonded everyone, but provided a genuinely fun and relaxing time… and way into the wee hours of the night, might I add! It was truly amazing to see how suddenly all inhibitions were lost, and to this day my neighbors still reminisce about our drum party! Another example of making drumming the highlight of your

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party involved an executive from a well-known international hair products company. This gentleman engaged me as a “surprise” guest at an outdoor engagement party. A dear friend and employee of the company was getting married, he explained, and the groom-to-be also happened to be a drummer. I conspired with his friend that I would, at a specified time during the party, pull up in a van and my team and I would parade in playing African drums. It was also planned that I present the birthday man a drum (as a gift on behalf of his friend and the company) and invite him and all the guest of the party to join me. What a hit (pun intended!) this was at the party and it provided a lasting positive memory on all who attended. As these examples illustrate, throwing a party – especially a DRUM party – is not only fun, but it breaks down social barriers and gives individuals an incredible natural buzz. Most importantly, no experience or special talent is necessary – the only prerequisite is to want to have fun! ••• Aldo Mazza is an internationally recognized percussionist, educator and successful entrepreneur. He is the director of drumparties.com as well as kosamusic.com. His company, KOSA Communications is an organization founded by Aldo and his wife, Dr. Jolán Kovács-Mazza, that specializes in creating first-class music events, educational workshops and festivals. For more information, please visit the websites www.drumparties.com or www.kosamusic.com or call their head office at: (514) 482-5554.

Seldon’s wisdom was in action BY PETER DE JAGER

simov’s classic Foundation is the purest form of sci-fi. It takes a fundamental desire – our need to predict the future – then presents a “What if?” scenario and pushes it to the boundaries of our belief. Whenever I’ve read Foundation, I’ve always spent more time wrestling with the central idea than actually enjoying the story line. Is it possible, will it ever be possible, to predict how people will react to a specific event, to any useful degree of accuracy? Are there rules, perhaps yet to be discovered and formalized, to human behaviour? Is it possible to use an understanding of those rules to shape the future? Could our tomorrows become manufactured products of calculated action? I first read Foundation during my second last year of high school. I was, by any reasonable definition, a “geek”... not quite of the pocket protector crowd, but I owned a slide rule and knew how to use it. My buddies at the time were also addicted to sci-fi and we spent many hours arguing over the possibilities presented by the science of “psychohistory.” We were then presented with an opportunity to use our high school as a grand experiment. Like most high schools we had a student council, elected by the students, and responsible for school activities such as parties, fund raising, proms and concerts. We also, like many other schools, had

a raging case of student body apathy. Nobody attended school functions, sports events or concerts. School spirit was non-existent. We, a cadre of invisible students, devoid of popularity, suffering from a dearth of cool, decided to fix this problem. While the formal tools of Asimov's Psychohistory were beyond our reach, there were some basic rules of human behaviour we could use in our social re-engineering project. The rule which best fit our situation, was the concept of the swinging pendulum. The notion that popular opinion/behaviour swings from one extreme to the other. The ‘trick’ is to identify the extremes and then apply enough ‘force’ to nudge the system into one of these 'states'. We ran for student council on the platform that student councils were a tool of the administration to distract our attention from the real problems of poor education, over-crowding, etc. If WE were elected we would abdicate our responsibility, we would shut down the council, we would do nothing for the following year, and we would ban all future student councils... Anarchy will Rule! The administration hated us... therefore the students loved us. We won by a landslide. We abandoned the student council. Phase I of our project was complete. Now we waited. Winning this election was an accomplishment of sorts. We had no prior status or influence within the student body, yet we beat much more popular and influential jocks, cheerleaders and divas. Rule #1? It’s easy to get elected if that is your ONLY goal – just promise the people whatever they want. Some of our politicians are very good at this. Throughout our elected year, we threw not a single party, flew no banners, we raised no funds. The first 2-3 months everything was ‘fine’. Then, slowly but surely, discontent festered in the land. The value of a student council grew conspicuous by its absence. It grew in importance, because it didn’t exist. Phase II of our project was well on the way to completion. That was our final year before we scattered to our universities, but we kept en eye on our little experiment to see if it would develop as we expected. It did. At the end of our last year, the students demanded a student council election. We knew someone would step into the breach at the appropriate time. A full council was elected. The next year our school experienced a huge increase in student involvement. Parties, event attendance, fund raising all reached historical highs. The pendulum had swung from abject apathy to total commitment. Phase III complete. Mission accomplished. Apathy defeated. Hari Seldon would have been proud. Was there an unintended consequence to our little experiment? Fact: The individual who became student council president went on to become a Member of Parliament. ••• © 2003, Peter de Jager – Peter is an inoculated Keynote speaker and management consultant, contact him at: pdejager@technobility.co

The meaning of things lies not in the things themselves but in your attitude towards them. Antoine de Saint-Exupery 16

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W eb sit es

DATEBOOK

of int ere st

Upcoming Events

Corporate Knights www.corporateknights.ca

January 8-11 Professional Convention Management Association, Annual Meeting, Pennsylvania Convention Center, Philadelphia, Pa. www.pcma.org, (877) 827-7262.

Founded in 2002, Corporate Knights Inc. is an independent, Canadian-based media company that publishes the world’s largest circulation magazine with an explicit focus on corporate responsibility. The mission of Corporate Knights Inc. is to humanize the marketplace. Corporate Knights also publishes the annual Best 50 Corporate Citizens in Canada as a Globe and Mail insert, and the annual Global 100 Most Sustainable Corporations in the World, announced each year at the World Economic Forum in Davos.

January 22-24 Meeting Professionals International, Professional Education Conference–North America, Charlotte, N.C. Convention Center. www.mpiweb.org, (972) 702-3000. January 31-February 3 Religious Conference Management Association, Annual Conference, McEnery Convention Centre, San Jose, Calif. www.rcmaweb.org, (317) 632-1888.

Investing your money www.bankrate.com and www.fdic.gov Looking for the best rates for certificates of deposit (you can find 4.25 percent and above) and want to make sure the bank is insured by the Federal Deposit Insurance Corporation (up to $100,000). By the way, the advice on the street is stick with CDs that mature in a year or less. Longer-term CDs don’t pay much more and give you less flexibility if rates go up. Check these sites for all the info you’ll need

February 2-5 Association of Destination Management Executives, Annual Meeting, Hilton Cancun, Mexico, Beach and Golf Resort. www.adme.org, (937) 586-3727. February 26-28 American Society of Association Executives & the Center for Association Leadership, Great Ideas Conference, Loews Coronado Bay Resort, San Diego. www.greatideasconference.org, (888) 950-2723.

for both. •••

March 26-28 Meeting Professionals International, Professional Education Conference–Europe, Congress Centre, Davos Switzerland. www.mpiweb.org, (011) 352-268-761-41.

Do you have a website you want to share with other planners? Email us at: info@theplanner.ca

Jargon Buster Techno babble demystified sponsored by Avtec Professional A/V Services

What is a flash drive?

Flash drive: A USB flash drive is essentially NAND-type flash memory integrated with a USB 1.1 or 2.0 interface used as a small, lightweight, removable data storage device of up to 8 GB. Depending on the drive type and OS version, and in some cases what patches are installed, the drives generally work with Windows 98/ME/2000/XP (Windows 98 requires a driver to be installed; often, inconveniently, a specific driver for each type of flash drive), Macintosh, Linux and other Unix-like platforms that support USB. USB flash drives are also known as pen drives, thumb drives, flash drives, USB keys, and a wide variety of other names. They are also sometimes erroneously called memory sticks, which is a Sony trademark describing their proprietary memory card system. Source: Wikipedia

DEC. ’05 - JAN. ’06

Strategic show selection BY BARRY SISKIND

magine you took a bite of a sour apple. Based on that one experience, would you say, “I’m never eating apples again?” The same holds true of exhibitors at trade shows that try it once and say, “This is not for me.” The trick is to pick the fruit that complements your taste. One person’s sour apple is another’s compote. In the case of trade shows, it means choosing events that complement your specific marketing plan. Not all shows are the same. You have over 30,000 shows worldwide to choose from. So choosing well takes time and some strategic thinking. Before you start comparing apples to bananas, here are some considerations to address:

Your objective Show selection starts with a focus. Ask yourself, “What do I want from my exhibiting investment?” and “How will exhibiting complement my overall marketing plan?” This is where the process begins.

Size Shows come in all sizes. You can attend a monstrous international show that attracts hundreds of thousands of visitors or a regional show that may attract a few hundred. Consider the size of audience you need to achieve your objectives.

Audience quality While it’s easy to be seduced by large numbers, the important consideration is quality. There is no point showing your products and services to people who don’t care. Talk to your show manager. Ask pointed questions to know if your target prospects will be attending the show in sufficient numbers to justify the investment.

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Language It is important to understand the predominant language preference of attendees. This gives you a heads-up on preparing your literature, business cards, signs and graphics. It is also an indication of whether you need to hire a translator to work with your booth staff. The rule of thumb is that all materials should be translated into the language of the host country first.

The facility Not all facilities are created equal. While some are specifically designed to accommodate exhibitions, others may include a local arena, a sports stadium or hotel conference rooms. Some facilities are comprised of many buildings. This is typical in many facilities that host larger international shows. Often the buildings are categorized by product that makes it easier for the visitor to find what they are looking for.

Air conditioning Air conditioning may be an important consideration for many facilities in warmer climates. In some areas of the world where cool air is not the norm, you may find exhibitors with enclosed air-conditioned booths.

Drayage Drayage is the cost of moving goods from the loading dock to your booth space. Some facilities have contracts with

labour unions and this cost gets passed along to exhibitors, other facilities don’t. Check to make sure your budget covers this cost.

Loading areas Some facilities have designated marshalling areas and the move in is done in order of appointments rather than allowing you to simply drive your truck to the back door and unload. Occasionally, priority is given to official shipping companies (those chosen by show management) and the rest take their turn in line.

Cost Cost is really the last consideration. All too often new exhibitors look at cost as the foremost criteria. However, if your show is giving you the right opportunity and there is a chance for you to see a positive return on your investment, you should consider cost comparison later in the selection process. There is an old joke that goes; do you know what’s worse than finding a worm in your apple? Finding half a worm. The lesson is to look closely and know what you are biting into. ••• Reprinted with kind permission from the author. Barry Siskind is North America’s foremost trade and consumer show expert, president of International Training and Management Company, and the author of several books. Visit his website: www.siskindtraining.com or e-mail him at: barry@siskindtraining.com.

There is no point showing your products and services to people who don’t care. 21

Hotel News from around the world Price fixing in Paris hotel market

Going holistic in T.O. and Montreal

Six of the best-known luxury hotels in Paris have been fined for running an illegal price-fixing cartel that at one point pushed their room prices – already among the highest in the world – to an average of more than 700 euros (US$840 at $1.20 to the euro) per night. The French Competition Council found the six hotels – the Hôtel de Crillon, the Four Seasons Hôtel George V, the Hôtel Ritz, the Hôtel Plaza Athénée, the Hôtel Meurice and Hôtel Le Bristol – worked together regarding their business and marketing plans on a weekly and monthly basis to shift prices. The hotels were fined a total of 709,000 euros on Nov. 28. Officials of the six hotels spent considerable time on e-mail and in meetings exchanging information in a bid to fix prices, according to the French investigator’s report, which came from a four year investigation. A graph toward the end of the report shows how the average room prices over two years rose and fell for all six hotels in concert.

Business is business, but who said it should not be healthy and relaxing? These are two ways planners can be innovative in their meetings and events. More people are recognizing the benefits of organic food and spa treatments for example, and hotels have found a new way to inspire their clients. Planners can now choose from ready-to-use packages including health and well-being related activities. The Pantages Suites Hotel & Spa in downtown Toronto recently introduced their exclusive Holistic Meeting Package® that looks to change old corporate habits and attract users in the industry. The main idea is to provide a relaxing environment to de-stress the body and soul while still focusing on business. Meeting or event attendees can benefit from a yoga session that will help release tension; a rainforest inspired aromatherapy will also help awake the guests’ healthy feelings and sights and sounds of nature will take away tensions from the city environment. Additional components are also available, such as organic menus and spa treatments. In Montreal, the W Hotel was one of the first to offer sensory meetings, a way to relax and revive attendees. Stretching exercises and brain-storming techniques are put in place to motivate and generate profitable business relationships. Discover a new source of inspiration isn’t just another trend. For more information about the Pantages Holistic Meeting Package®, call 866-852-1777 or visit the website www.pantageshotel.com. For more about the Recess at the W in Montreal, call (514) 395-3136 or visit the website www.whotels.com

Hilton at Whistler opens Hilton Hotels Corporation has announced the opening of the Hilton Whistler Resort & Spa, the area's premier new ski resort. A full spa – Artesia – is set to be complete in February 2006. The resort is located at the foot of both Whistler and Blackcomb Mountains, in the spectacular Coast Mountains of British Columbia, only 75 miles north of Vancouver. The full-service Hilton Whistler Resort & Spa features an array of recreational facilities and services, including ski and golf club valet service, a year-round outdoor, heated pool, indoor/outdoor hot tubs, an outdoor tennis court, and full exercise facilities in the Health Club. Wireless high-speed Internet is available throughout the property. With 10,000 square feet of technologically-advanced meeting space, including a 4,000 square foot ballroom that can accommodate up to 500 people, the Hilton Whistler Resort & Spa is an ideal choice for meetings and conferences. For more information, contact Hilton Reservations Worldwide at 1-800445-8667 or visit www.hilton.com.

Looking for a good bed? Hampton, a leading mid-priced hotel brand, has announced that a super-comfortable new bedding package will be available in all of its more than 1,300 hotels by June 1, 2006. This represents the next phase of the Make It Hampton initiative, the single largest and fastest transformation ever undertaken by a hotel brand to enhance the guest experience

CONTINUED ON PAGE 29

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Hotel News CONTINUED FROM PAGE 28 The new Cloud Nine bed experience does away with the old-fashioned bedspread, featuring instead a crisp, white duvet cover, enveloping a plush down-like comforter. The white sheets are 200-thread count with a fitted bottom sheet. The bed features three or four pillows (depending on room type) providing consumers a choice in firmness (some filled with soft down, some with firmer foam), a lumbar pillow in a soothing color that provides guests back support if they choose to read, watch television or enjoy the Hampton lap desk and work while resting in bed.

Butting out at the Westin Starting in January, all 77 Westin hotels and resorts in the U.S., Canada and the Caribbean will go 100 percent smoke-free, including all guest rooms and public areas.The chain will also undertake a major housecleaning of its 2,400 rooms that currently allow smoking. The Westin hotels will offer a designated outdoor area for guests to have a smoke. According to the hotel, 92 percent of its guests request a non-smoking room when travelling and do not smoke in any part of the hotel, including public areas.

Presidente InterContinental is back on its feet According to news reports, Wilma was the worst storm ever recorded in history in the Atlantic. Mexican tourist destinations took a fierce battering as the center of the Category 3 storm passed directly over Cozumel Island before making landfall near Playa del Carmen, south of Cancun. Onsite reporters recorded a wind gust of 150 mph. Needless to say the area resorts were seriously exposed to major damages. According to a recent update from the Presidente InterContinental Hotels & Resorts, the recovery time has been extremely quick for the luxury hotel group. The resort will reopen its doors to business and leisure travelers on March 1, 2006 and will even offer new features such as a deck bar and lounge, a new ballroom and lobby, an extended restaurant, a redesigned main pool and a complete refurbishment of all rooms. Wilma didn’t spare the beautiful beaches from erosion damage. However, the Presidente InterContinental Resort located in Cancun still has the widest beach in the region. Moreover, the property’s restaurant remained untouched and was the first to reopen in Cancun after the hurricane. For more information on Presidente InterContinental Hotels and Resorts, visit: www.intercontinental.com.

DEC. ’05 - JAN. ’06

Hotel of the Month

sk any meeting planner which hotel chain they prefer, and Fairmont Hotels and Resorts will often be their first answer. Recent events have caused many in the industry (not to mention Fairmont shareholders) to wonder if that sterling reputation will soon be enhanced or eroded. American billionaire investor Carl Icahn has made a partial takeover bid. How is this for bold: He even took out an ad in the Globe and Mail detailing his offer. Icahan already own 9.3 percent of Fairmont and wants to bring his stake in the luxury hotel chain up to 51 percent. He is offering US$40 per share for up to 29.7 million additional shares (a total of US$1.19 billion for the cash bid). Icahn is known for buying stakes in companies and pushing for strategic changes. He has made similar demands of Time Warner, Blockbuster and General Motors Corp. Fairmont is resisting – and so should you if you own shares – because they believe the chain has more long-term value than what Icahn is proposing.

– Mike Auctor

Trends

Contest winners

Slackers leave lights on One in 12 Toronto workers say they would leave their computer or lights on to give the impression they are working when they are not, a study commissioned by Toronto Hydro shows. Younger workers –aged 18-34 – are more likely to leave things on, at 11 percent, than their older colleagues aged 35 to 54 at 6 per cent, according to a survey of 874 adults. Male Torontonians are more likely than females to leave their lights or computers on, at 10 percent, versus 6 percent for women. Toronto Hydro calculates that turning off in the evening can save about $125 per year for each computer and desk light.

November English contest winners: Jane Andrew MCABC Burnaby, BC

Diane Rabatich VON Canada Ottawa, Ont.

Helen Mullin Conference Direct Toronto, Ont.

Need to change your address? info@theplanner.ca A LITTLE HUMOUR: A definition of Christmas: The time when everyone gets very "Santa"-mental. 357 guestrooms and suites 18 meeting and function rooms that can accommodate up to 350 people Connected to the Montreal Convention Centre

Inquire about Meeting Options™ reward program... extras that you deserve. 360 St-Antoine Street West Montreal, Quebec H2Y 3X4 514-987-9900 www.montreal.intercontinental.com 24

DEC. ’05 - JAN. ’06

Health Trends Are you inching towards poor health? According to a recent poll, less than one-third of Canadians – 30 percent – recognize that a big belly is a risk factor for heart disease. The poll also found that 14 percent of high-risk patients responding said their physicians measured their waists’ circumferences. And 54 percent said their doctors never discussed the link between abdominal obesity and heart disease. Canadian doctors in the poll didn’t fare much better: In a different survey, 42 percent do not know what waist size puts their patients at risk. Worldwide, the figure is 79 percent. Further, a lot of Canadians do not even know their waist circumference. Nine percent of men and 54 percent of women in the poll said they had no idea of their waist sizes. A waistline of more than 100 centimetres (40 inches) for a man and 90 centimetres (35 inches) for a woman should be considered a risk factor for serious conditions like heart disease and diabetes, according to Dr. JeanPierre Després, a professor of human nutrition at Laval University in Quebec City and an internationally renowned obesity expert. In the late 1980s, Canadian researchers pioneered the then radical notion that not all fat is created equal, and that abdominal fat is by far the most dangerous. The Geneva-based World Heart Federation commissioned the poll. The survey, paid for by French pharmaceutical giant Sanofi-Aventis, was conducted in 27 countries. There were 11,077 respondents, including 400 in Canada.

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famously entertaining

CANADA’S LARGEST SOFT-SEAT THEATRE … 18,900 sq ft lobby and 3223 soft-seat theatre perfect for Business Meetings, Client Entertainment, Product Launches, Motivational Speakers, Press Conferences, Receptions, Graduations, Trade Shows, Weddings …AND GREAT SHOWS! Visit www.hummingbirdcentre.com or Contact

DON QUARLES MARK HAMMOND Food and Beverage Manager

Director of Programming

416.393.7457 416.338.8854 donq@hummingbirdcentre.com

mark@hummingbirdcentre.com

One Front Street East, Toronto

SUDOKU ANSWER FROM PUZZLE ON PAGE 9

A good example is the best sermon. Little Richard’s Almanac 25

Life before computers, a want ad, and some language distortions LIFE BEFORE THE COMPUTER ‘Memory’ was something you lost with age An application was for employment A program was a TV show A cursor used profanity A keyboard was a piano A web was a spider's home A virus was the flu A CD was a bank account A hard drive was a long trip on the road A mouse pad was where a mouse lived And if you had a 3-1/2 inch floppy... you just hoped nobody ever found out! •••

companionship, ethnicity unimportant. I'm a very good looking girl who LOVES to play. I love long walks in the woods, riding in your pickup truck, hunting, camping, and fishing trips, cozy winter nights lying by the fire. Candlelight dinners will have me eating out of your hand. I'll be at the front door when you get home from work, wearing only what nature gave me. Call (404) 875-6420 and ask for Daisy. I'll be waiting... The result: Over 15,000 men found themselves talking to the Atlanta Humane Society about an 8-week-old black Labrador retriever. •••

Want ad

Language distortions

Below has to be one of the best singles ads ever printed. It is reported to have been listed in The Atlanta Journal.

Those who jump off a bridge in Paris are in Seine. A man needs a mistress just to break the monogamy. A man's home is his castle, in a manor of speaking.

SINGLE BLACK FEMALE seeks male

Practice safe eating – always use condiments. Dijon vu - the same mustard as before. Shotgun wedding: A case of wife or death. A hangover is the wrath of grapes. Dancing cheek-to-cheek is really a form of floor play. Does the name Pavlov ring a bell? Condoms should be used on every conceivable occasion. Reading while sunbathing makes you well red. When two egotists meet, it’s an I for an I. A bicycle can't stand on its own because it is two tired. What's the definition of a will? (It's a dead giveaway.) Time flies like an arrow. Fruit flies like a banana. In democracy your vote counts. In feudalism your count votes. A chicken crossing the road is poultry in motion. If you don't pay your exorcist, you get repossessed. A backward poet writes inverse.

DEC. ’05 - JAN. ’06

Here’s a neat tool for any planner BY CAMILLE LAY

Math teasers to get you thinking

1. Which is a better bargain: A dress which was first marked down 10% from its original price and which may now be purchased at an additional 40% off that new price, or the same dress marked down 50% from its original price? 2. A woman has at least two pairs of black socks, two pairs of navy socks and two pairs of tan socks in a drawer. If she removes one sock at a time from the drawer without looking at its colour, how many must she remove to be certain of having matching socks for both herself and her teenage daughter?

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Answers (flip the page)

1. 50% off the original price. For example, if the dress originally cost $100, a 10% markdown would yield a $90 price, and a further 40% markdown would make it $54. A 50% markdown, however, would reduce the price to $50.

Figure it out!

2. Six. Since there are three different colours, the first three socks picked could all be different colours. Once four socks are picked, there would have to be at least one pair. A fifth sock, though, might match the pair but neither of the single socks, so a sixth would have to be picked to guarantee a second pair.

The Swiss Business™ Tool is a multi-faceted wonder.

e always like to give you the best tips to make your life easier and more enjoyable. As you know, planners are hands-on professionals and need useful tools in all situations so we tried several office accessories. Out of the three tested, we couldn’t resist telling you all about the benefits of the Swiss Business™ Tool, by Wenger. What convinced us was the overall quality of the item. Using it over and over, its effectiveness never depreciated. But its performance doesn’t stop there. Featuring combinations of essential office tools such as a stapler, hole punch, scissors, staple remover, knife, etc. This refined gizmo will become a “must” on your desk or in your bag wherever you need it. It comes with 2,000 staples and a practical zipper case is optional. We liked it so much that we purchased two Swiss Business™ Tools to give you the chance to win. Participate in our December-January contest and get your own! (See details on the inserted contest) For more information about Wenger, visit www.wengerknife.com

Take action for receiving constructive feedback “Good job.” “You looked confident.” “You sounded knowledgeable.”

BY STACEY HANKE

hat would be your reaction if you went to a football game and there were no scoreboards? It would be difficult for you to follow the game and nearly impossible for individuals to play without knowing how they’re doing. Sometimes we go to work day after day standing underneath an invisible scoreboard. How can we expect to play the game without any feedback? How will we improve our communication skills without knowing how we’re doing or knowing the perceptions others create of us? Without feedback we walk around this world not knowing what we don’t know. Throughout 2005 I provided you with skills and techniques to improve your communication for presentations, sales calls, one-to-one situations and voice mail. Its one thing to have the skill knowledge it’s another to receive feedback on your development. I don’t mean just any feedback but constructive feedback; Specific, Immediate and Practical. The first step to guarantee the feedback you receive gives you results is identifying the right coach: • Who do you feel comfortable about giving you feedback? • How will you ask for this feedback? • What specific behavior do you want feedback on? • What’s your motivation for asking for feedback? • How will you ask for clarification to improve your understanding of the feedback? • Write down specific questions to ask about the situation on which you’re getting feedback. • List the questions you’ll ask to help your coach provide specific feedback. • How will you change or modify your behavior? What will determine whether you accept and apply the feedback you receive? • Choose a co-worker, friend or family member from whom you feel comfortable receiving feedback to be your personal coach. It’s always easier to ask such a person to help you identify your communication strengths and weaknesses. Second, make sure the feedback is constructive. • Prior to a presentation, meeting, conference call or sales call, ask your coach to watch for specific verbal and non-verbal strengths you’re trying to develop. For example, “I’m trying to eliminate uh’s and um’s in my language. Would you please let me know after my presentation just what you heard?” • Following an event, be sure to solicit constructive feedback with a description of specific behavior. For example: “What behavior did I display that conveyed confidence, credibility or knowledge?” The following statements are NOT examples of constructive feedback:

• Try to maximize the clarity of the feedback you receive. Feedback clarity will help you see clearly the connection between what you do and the results you achieve. Feedback provides clarity when it’s: Specific – so you can relate it to identifiable behavior or actions. Accurate – so it leads to helpful insights, not confusion. Informative – so it gives you insight into how to do things not just differently but better. Controllable – so it relates to behavior and/or actions you can change. • Check for clarity to make sure you understand the feedback you’re getting. Ask for specific examples of when you exhibited the behavior under discussion. • Ask questions to verify your understanding of the feedback you’re receiving. At times, feedback might be miscommunicated because we don’t express our ideas in the same way. It’s easy to jump to conclusions and damage the trust between you and the sender. To prevent misunderstanding, take time to summarize what you hear. The purpose of feedback is to strengthen relationships, not to break them down. Third, complete a personal assessment. After receiving feedback from your coach, take time to assess what you experienced. This will improve future coaching sessions. • Ask yourself: What went well? What specifically would you change or improve? What was most challenging? Was the feedback you received helpful and applicable immediately to your personal and professional development? What was your response to the feedback? What did you learn about yourself while getting the feedback? (e.g., comfort level, openness, attitude, etc.) It’s up to you to accept or reject feedback. Feedback is someone else’s description of your behavior, the impact your behavior has on them and the consequences of your behavior. You may not always agree with the feedback you get. You’re in control of what you do with it and whether you decide to change your behavior as a result. ••• Stacey Hanke is an Executive Consultant, Author, Coach and Speaker with 1st Impression Consulting, Inc. Contact her at: (773) 209-5970 or via e-mail at: staceyhanke@ameritech.net.

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MPI update MPI Foundation giving back Thanks to the first series of grants flowing from the MPI Foundation Canada, educational grants to meetings industry events, direct support to Meeting Professionals International’s (MPI) chapters and a groundbreaking study of the economic impact of meetings and events are all under way. At its inaugural meetings in late August and early November, the MPI Foundation’s Board of Trustees voted for funds to support the following programs: • Educational programming at Go WEST, a regional meetings industry conference, held Nov. 4-6, 2005 in Winnipeg, Manitoba. • A Canada-wide series of local panel discussions to mark National Meetings Industry Day 2006, focusing on the industry’s economic impact at the local, regional, and national levels • A two-day industry summit in Halifax in December, to support local interest in establishing an MPI chapter in Canada’s Atlantic provinces. • A standard package of exhibition booth banners for MPI’s seven Canadian chapters, designed to deliver a consistent brand message across the country. By underwriting the cost of the banners and consolidating seven purchases into one, MPI is freeing up local funds that small chapters, in particular, will now be able to invest in professional development and member care. In early December, a Foundation task force will meet in Toronto to begin the groundwork for a long-awaited economic impact study that will measure the jobs and economic multipliers the meetings industry creates, the tax revenue it generates, and the other powerful benefits that meeting professionals deliver to their communities.

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“We’re still months away from concluding our FOCUS CANADA 2006 capital campaign, but we didn’t think these investments could wait,” said MPI Foundation Canada Chair Rita Plaskett. “We’re here to deliver made-in-Canada results to meeting professionals and thrilled that the process is already beginning.”

Member solutions ramping up “MPI Member Solutions” is the end result of MPI’s Career Pathways initiative and how we will describe the new way of doing business for MPI. Launching in January 2006, MPI Member Solutions is a suite of online and offline personalized products and services to meet the career growth and resource needs of meeting professionals. MPI Member Solutions offers an array of knowledge and professional advancement tools delivered via: 1. My MPI: your personalized Web portal delivering education, content and information specific to your member profile and preferences. 2. MPI Professional Pathways: Your Web-based skills assessment, gap analysis and development plan tool based on the industry’s first clearly defined core competencies and job descriptions for meeting professionals. 3. MPI Resources: Your one-on-one center for career counseling, resume building, mentoring, job searching and posting, news, research, best practices, and how-tos for meeting professionals via Web and phone. PI Member Solutions will completely personalize your MPI membership experience. Every education program will be customized for five levels: Student, Novice, Intermediate, Senior or Executive, so YOUR specific needs will be met. For more information on MPI, visit their website: www.mpiweb.org.

Bread: The stuff of life for millennia provide steam, ensuring a crisp crust. Here are some of the differences: • French add a pinch of ascorbic acid (enhances cell formation), while Italians add olive oil • French bread is thinner than Italian • Italians bake with harder wheat and semolina

BY HARRIET WEZENA

History of bread In one form or another, bread has been one of the principal forms of food for man from earliest times. Baking, therefore, is one of the oldest crafts in the world. Loaves and rolls have been found in ancient Egyptian tombs and wheat found in pits where human settlements flourished 8,000 years ago. As demonstrated by its inclusion in the Lord's Prayer and its use as slang for money, bread was the essential food for most people. Today, bread is almost always made of wheat but in the past rye, barley, oats, rice and maize were used or mixed. As the standard of living rose, the use of cereals other than wheat declined. To the Victorians, white bread was associated with quality though they were aware that whole-grain bread was more nutritious. To illustrate how vital bread was to people's lives, it was subjected to special laws almost everywhere. As early as medieval times, bakers were subject to regulations, which were supposed to protect the consumer. The price of wheat in England has been recorded continually since about 1200 and even in times of generally stable prices, it could fluctuate dramatically. In France and England the price of bread was regulated to prevent unjustified price increase. Medieval laws seem to be unduly biased against the baker. In Austria, bakers who offended against the regulations governing the sale of bread were liable to fines, imprisonment and even corporal punishment. In Turkey in the 18th century, when bread went to famine prices, it was common to hang a baker or two. Bakers who sold light or adulterated bread in Turkey and Egypt resulted in nailing the culprit by his ear to the doorpost of his shop.

The importance of yeast Yeast is derived from the Sanskrit word yas, to seethe. It is made up of single-cell, airborne fungi that, when activated, split the sugars found naturally in grains and cause the release of carbon dioxide. As the

Poilane: The $40 bread

A great book about to learn about bread carbon dioxide bubbles expand, they are held in place by the naturally occurring gluten found in flours and grains, and developed further as the dough is kneaded and becomes elastic. Yeast will only thrive in a secure environment consisting of a little something to eat (sugar), a temperate climate, and a leisurely pace to grow. Well treated, a tiny amount of yeast will leaven an enormous amount of dough; neglect during any one step, however, and dough will not rise or will rise feebly, leaving bread at best misshapen, at worst inedible.

Whole wheat bread vs. white bread Nutrition wise, whole-wheat bread is better than white. The reason being, whereas white flour is stripped of its husk, germ, and endosperm before milling, whole wheat is made of the entire wheat kernel, which is rich in vitamins and fiber. Stone-ground whole wheat, crushed between revolving oneton stone, is even higher in fiber.

French & Italian Bread Though French and Italian breads represents two different cultures the share some similarities: • They are both made with four ingredients- flour, yeast, water, and salt. • Both are baked in very hot 450 degrees wood- or brick-burning ovens in which a pan of water has is placed to 30

For lovers of French traditional bread in Montreal, you can now get the real thing. It is Poilane recently added to Holt Renfrew’s list of specialties. The bread derives its name from Lionel Poilane who makes the most beautiful bread in Paris and religiously applied artisanal methods. Why is the Poilane so expensive? According to Holt Café Montreal chef Grant Mcdonald, “it’s all about its quality, from the ingredients to the process of getting the finished product.” Poilane is made with stone ground wheat and spelt flour that preserves the grain oil, Brittany sea salt, uses natural fermentation (sourdough method) and baked in an oak wood-fired oven. It weighs about 4.2 pounds and takes six hours to make. Poilane has a thick crisp dark brown crust, a dense light brown center, a pungent sourdough flavour and oak aroma. “You can almost taste the wood ash aroma in the bottom crust. It is special,” says Mcdonald. Holt Café receives the bread from Paris three times a week through fed-Ex. “We receive it here within 12 hours of baking,” Mcdonald emphasizes. It is sold at $40 a loaf or $10 for a quarter loaf at Holt Renfrew located on rue de la Montagne.

A great book on bread If you want to learn more about bread, the very entertaining book Confessions of a French Baker by Peter Mayle and Gerard Auzet (both from Provence, France) is a good bet. This lively little 91-page tome offers breadmaking secrets, tips and recipes (complete with drawings and photos) designed to help any reader make different kinds of bread the French are so famous for. There is even an excellent chapter discussing which wines to eat with each bread. Highly recommended.

DEC. ’05 - JAN. ’06

FIVE-MINUTE LIFE COACH

Achievements and diversions abound

allace’s Monument, situated in Stirlingshire, is one of the most famous buildings in Scotland. It was erected in the 1860s in honour of Sir William Wallace, Scotland’s national hero, who was characterized by Mel Gibson in the film, Braveheart. Today, visitors who climb the monument’s octagonal staircase of 246 steep and somewhat challenging steps are rewarded at the top with an inspiring, panoramic view of Scotland. A close friend of ours climbed to the top of the monument earlier this week with her husband and their two children. There is nothing unusual in that because hundreds of families visit the monument every year but Jennifer’s journey was poignant because she suffers from Multiple Sclerosis. Walking from the car park to the foot of the monument was a challenge in itself let alone climbing the staircase to the viewing point. But dad and children wanted to climb to the top of Wallace’s Monument and they weren’t going to do it without mum. It was not enough to stare up the 246 steps – they wanted to step up the stairs. And that is exactly what they did. The family climbed those stairs together and when they reached the top they were rewarded, not just with the view, but with the overwhelming exhilaration of achievement in the face of

DEC. ’05 - JAN. ’06

adversity. Every footstep of Jennifer’s journey up the staircase must have been breath taking but the rewards were truly breathtaking – her destination, the family’s destination, the family’s triumph was a moment of monumental significance. This is achievement at its very best: Achievement beyond words; Achievement which money cannot buy; Achievement so rich that it will be

Achievement which money cannot buy embedded in a family’s history for ever. If you are staring up the steps today and thinking about turning back, take courage from Jennifer’s journey. Start stepping up those stairs in the knowledge that you can climb them one by one by one. Grab each day with both hands and when you reach your zenith, push yourself higher still and you will be rewarded with a zest for life, for the rest of your life. You can make history today. Opportunity is staring you in the face – Step on it!

Follow the diversion Poet, Robert Frost, wrote, ‘Two roads diverged in a wood, and I – I took the one less traveled by, and that has made all the difference.’ Which road are you on? Maybe you thought you were on the right road but it’s led you to a dead end? Maybe you’re contemplating your whereabouts at a crossroads? Maybe you’re on the road to nowhere? Maybe you’ve been stalling? It’s not too late for you to change direction. You’ve thought about it for long enough but unless you go down another road nothing is going to change: the scenery will always be like this. If you are clear about where you want to go, you must focus on it and drive confidently towards it. Granted there will be times when you will not be able to see the wood for the trees. All you will know is that you are going in the right direction. And you will know because you will feel empowered by the exhilaration of the journey. Take your bearings from your mind and let your heart be your route-finder. Pull up at the next junction and go down the road you were meant to. Follow your own diversion. U-turns prohibited.

Website: www.idealife.co.uk