May 2006 by MERCI

A MONTHLY DIGEST TO INFORM, ENLIGHTEN AND HUMOUR MEETING PLANNERS May 2006 Edition

VOL. 4 ISSUE 4

Teambuilding is child’s play H

ere’s an innovative idea to consolidate a group: An idea that is adaptable to everyone, regardless of age, physical condition, culture, language or any other barrier. Able to be done anywhere, whether an office, hotel, under the Tuscan sun or in a ski chalet, Collage©, a concept of Elite Expertise, is a series of images assembled through personal challenges. The only requirement for this teambuilding activity is to have at least two people, a selection of magazines and newspapers, a few glue sticks and a poster board. The event planners at Elite Expertise have appropriated this concept into the corporate environment with success. Equally appreciated by men and women, this endeavour requires communication between colleagues and sparks their creativity. After a meeting or social event, Someone like participants are guided by a facilitator Freud could who ensures that all goes as it should. For analyze your two or three hours, the participants cut out team. images and phrases that stir something in them. Observed by a psychologist planted amongst the group during the creation of their artwork, he or she interprets the character of each participant as reflected in the collage. After the event, the psychologist submits a report to the organizers, according to the corporate objectives discussed beforehand. The results can be astonishing, as they uncover personality traits that are hidden or misunderstood amongst your employees, all the while encouraging teamwork and having fun. As a bonus, the resulting Collage© will be a reminder of the event for years to come. For more info, contact Brigitte Cardinal at (514) 815-8580.

This collage was converted into a souvenir postcard.

International tourism is still going strong G

ive us your Katrinas, your Asian bird flu and your tsunamis – and we’ll give you more than 808 million people who apparently have no fear of any of them. Despite a slew of recent natural disasters, total arrivals in foreign countries rose 43 million over 2004 and 111 million in 2003, both years in which the transportation industry suffered a negative impact from SARS.

In 2005, international tourism sustained the sharp upturn that began in 2004, the United Nations’ World Tourism Organization reported recently. The UNWTO added that the number of international tourists is set to double by 2020. France remained the most popular destination, ahead of Spain, the United States and China, although exact figures will not be available until the UNWTO publishes its June bulletin.

In other words, Conroy says, baby boomers want to keep working, but on their own terms. In the process, they’re creating a new stage in life, she adds, where the traditional definition of retirement is pushed back to age 75, and the years between 50 and 70 are spent in a sort of hybrid period.

Industry Trends Late retirement for Canadian women Women are electing to stay in the work force longer than their spouses, according to recent study of Canadian’s retirement plans by Statistics Canada. The study indicated that women have a much larger role in family financial health than their mothers did, and so many are unwilling to retire alongside their husbands if this means taking a cut in the pension income they will receive. According to the StatsCan report on baby boomer retirement habits, women’s increasing pensions have given them more economic muscle. Furthermore, researchers found that women have a different perception of what retirement is than men. According to the studies cited in the report, women tend to look at retirement as a time to pursue activities such as volunteer work and caregiving, rather than just collect a pension. As such, they tend to complete the transition from work to retirement more quickly than men. Women are shattering some long-established stereotypes both at home and in the workplace, says Nancy Conroy, a professional retirement planner and one of the authors of the StatsCan report. She cites the phenomenon of growing number of households where women generate half or more of the income. Even what happens once boomers retire isn’t as clear-cut as it was for previous generations. The StatsCan report found that boomers, who begin to turn 60 this year, are increasingly likely to take up self-employment, consultation or part-time work.

Get ready for a stiletto workout Ladies get ready to exercise in your high heels. Oh yes! They are exercise gear now. The Crunch gym near Times Square in New York City is offering what it calls lunchtime “Stiletto Strength” workouts. Here, professional dancers help women who teeter instead of strut “improve feet, ankle, leg and core strengthening,” according to the Crunch Web site: www.crunch.com.

Study: Boomers like to book online A recent study by Compete Inc. reveals that baby boomers (aged 45 to 65) are a travel distributor’s best bet to capture a booking. Boomers view an average of 36 pages of travel content when researching online, according to the study. That is 15 per cent more than young travelers (18-24) and 25 per cent more than seniors (65+). Of the travel content viewed by boomers, over 70 per cent takes place on agency, hotel supplier and airline carrier Web sites. Young travelers, sometimes called Generation Y, are an online agency’s best friend. They are influenced by the flashy marketing campaigns of online agencies and consequently spend more time on agency sites, especially price-focused destinations like Cheap Tickets and Hotwire. Young travelers will visit an average of 1.7 online agencies when looking for travel, the highest of any generational segment. Just 19 per cent of the Gen Y travelers bypass agencies entirely, compared to 32 per cent of seniors. Seniors prefer booking directly with airlines and hotels. Nearly 80 per cent of the flights booked online by seniors are done at supplier sites. Similarly, 68 per cent of hotel bookings made by seniors are at supplier sites. Those numbers drop to 72 per cent and 58 per cent respectively for 25-34 year olds, and are lower in the other age groups as well. On the Web: www.compete.com

More Canadians are self-employed The most recent edition of the Statistics Canada Labour Force Survey revealed that 88,000 of Canada’s 233,000 net new jobs – almost 38 per cent – in 2005 were a result of self-employment. Some observers say that Canadians are playing roulette with their livelihoods by turning to self-employment and its obvious potential downfalls like lower earnings, at least at the beginning. On the flip side, if you run your own business, your employer will not unexpectedly announce that the pension fund you paid into for years is under-financed or that your job will suddenly be outsourced. According to a recent RBC survey, 3.2 million Canadians would like to start their own business.

Need to change your address? info@theplanner.ca 2

MAY ’06

No more water with this new paper Have you ever spilled a bottle of spring water all over an important sales letter you were about to send to a potential client? Now there is something to help the clumsy among us: Ecology Coatings has created a new waterproof and mildew resistant paper. Apparently, the company’s chief chemist, Sally Ramsey, was experimenting with a new protective coating for plastic in her lab when she put down paper to keep her workspace clean. But before she trashed the coated paper, she got curious and discovered she’d created something that might have a great commercial application. It is easy to write on and the technology could be perfect for products such as shipping labels or materials for outdoor meetings. Commercial production is slated to begin in 2008. On the Web: www.ecologycoatings.com.

New solar sack can recharge iPods Eclipse has come up with a new solar-powered shoulder bag that is covered with lightweight photovoltaic cells that should generate enough power (about 3.5 watts) to charge your iPod, PDA or mobile phone. Just plug your gadget into the bag’s charger and as long as it can absorb the sun’s rays your equipment will be fully charged. It lists for US$129 for the low-end model and they offer a whole line of other backpacks, messenger bags, soft coolers and other quality cases designed to charge the batteries of common handheld electronics in a convenient and effortless manner. On the Web: www.eclipsesolargear.com.

MAY ’06

ED. NOTE

What’s new ?

In this issue 6

No one knows how tight money is in today’s market more than fundraisers. Experts Michael Wolfe and Robert Ferguson explain the new breed of donor.

hen I see those two words together, I can’t help but think of Tom Jones (you know, What’s New Pussycat?) You may have heard that Tom was recently knighted; that’s right, he is now Sir Tom Jones. He was also recently in the news because his plastic surgeon advised him against any more surgery. Which brings us to my two main points: 1. Music. The right music helps us remember specific events, as you probably read in the recent article “Music can make magical memories” that ran in the February edition of The Planner. That’s why when you put on an event you should try and plan music that goes with your theme or agenda. This will help your participants remember your message long after it has passed. 2. Speaking of facelifts, our Web site has been revamped. Here is what we now offer on our improved site: • FAQs on The Planner, including reader demographics, how to subscribe, how to submit ideas for articles and how to post resumés for free • A detailed list of past issues, with links to downloadable PDFs of the complete editions • A collection of some of our most popular articles over the past four years • A list of our favourite Web sites • Testimonials from our faithful readers

Venture philanthropy

Using vocal power Our longtime columnist Stacey Hanke sounds off on why vocal power is so important and provides tips on how to improve your volume and inflection.

A capital with cachet Canadians tend to see Ottawa as a sleepy government town with little more to offer than political clap-trap. Editor Leo Gervais may change your mind with his take on it.

Look for the root Not understanding how a system works can result in larger problems, says our Peter de Jager in a revealing column.

If you have any suggestions on ways to improve our Web site, please let us know. To paraphrase Frank Sinatra, we want to do it YOUR way – so send us any ideas you think will help us develop the site for planners.

Venues with a view Jyl Ashton Cunningham gives us a good look at some of Toronto’s finest venues with a view in this new article.

How to find a good ARS An Audience Response System can be a useful tool at your meetings. Leo Gervais explains what it’s all about.

Published by:

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 Editor: Leo Gervais – lgervais@theplanner.ca Associate Editor: Camille Lay – clay@theplanner.ca Associate Editor: Jyl Ashton Cunningham – jashton@theplanner.ca Sales: James Paulson – jpaulson@theplanner.ca Administration: Patrick Galvin, Julie Boisvert, Tania Joanis, Patricia Lemus Proofreader: Keith Motton Contributors: Mike Auctor, Michael H. Ballard, Anne Biarritz, Peter De Jager, Robert Ferguson, Stacey Hanke, Marc Levasseur, Allison Martens, Denise McDonald, Jeff Mowatt, Matt Riopel, Stacey Robinson, Michael Wolfe

The Planner is a monthly publication distributed to professional meeting planners across Canada and the U.S. The Planner uses 30% recycled post-consumer paper Poste-publication No. 40934013

Golf tidbits Spring is here and so is golf season. But this famous game has many quirky things about it, as Mike Auctor reveals.

Stacey & Denise Last-minute changes are an annoying but common part of the meeting planning business. S & D give some guidance on how to handle these inevitable changes.

Grand Intentions Jeff Mowatt learned an powerful lesson about selling in a pet store from a teenager and he shares the experience in this edition of his popular Influence With Ease column.

New Money, New Demands: Part 1

The arrival of the venture philanthropist Paul Brainerd, inventor of PageMaker, started Social Venture Partners to teach the newly wealthy how to invest in charities. According to a May 3, 1998, New York Times article, his program advises mostly younger people on “how to plan for philanthropy in the context of sudden wealth.” These programs are undoubtedly influential. But what are they teaching?

BY MICHAEL WOLFE AND ROBERT FERGUSON

ecause many companies actively promote their charitable activities, it is easy to assume that the single largest source for funds would be the corporate sector. But nothing could be further from the truth. In the fundraising game, individuals are the silent majority. In Canada and the United States, individuals account for 79 per cent and 77 per cent, respectively, of all receipted gifts. Clearly, connecting with individual donors is of singular importance to a fundraiser. Reaching this fragmented group, however, is an enormous challenge. Making that challenge more difficult is the great and growing divide separating the two most prominent groups of individual philanthropists. First, there are traditional philanthropists, whose altruistic donations are typically anonymous and selfless. Whether the gift comes from a living donor or as a posthumous bequest, the donation says, in effect, “I give this to you without expecting anything specific back from you.” For decades, this critical sentiment has been the conventional driver of fundraising strategy. It is also the law. Revenue Canada (the Canadian version of the IRS) explicitly states that a charitable donation is one that is made without expectation of a return. Then there is a newer phenomenon, the venture philanthropist (VP). Venture philanthropists are living donors who choose to influence how money is used by recipient charitable organizations. Their reasons for giving may be just as noble as those of the traditional philanthropist. They may have, for example, a connection with a particular charity and, seeing a problem, respond by donating funds to help fix that problem. But venture philanthropists question the efficacy of old-style giving. A recent article in Forbes called them “Darwinian” and “unsentimental” because of their insistence that organizations they support follow a solid business plan, meet benchmarks, and, above all, be accountable. Obviously, not every donor (or even a small fraction of donors) has the resources of Microsoft’s Bill Gates or E-bay founder Pierre Omidyar, both of whom have become prominent venture philanthropists. Nevertheless, the sentiment that drives their style of giving is now being mimicked by a large and growing number of potential donors from places like Wall Street and Silicon Valley. The Gateses and the Omidyars have started a trend that is luring even small donors away from traditional giving. And there are, in fact, programs that teach people how to make decisions about the amount and purpose of their giving.

Accountability At the heart of the issue is accountability. A 1998 study by the Canadian Centre for Philanthropy showed that 40 per cent of donors were unconvinced that their dollars would be used wisely. Even small-scale donors want to support organizations that can plan effectively. They want to be engaged by an organization that can demonstrate it is vital and relevant, has a purpose, and is driven to succeed. These donors want to see evidence of good marketing: Concrete positioning and effective product differentiation. Remember: Individuals are crucial to fundraisers. Not only is there a larger pool of potential donors than before, the number of individual donors grows when you consider that more corporations are consulting with their employees about how they would like to see the company spend its charitable and sponsorship dollars. Firms also are conducting internal audits on their donations, and corporate giving can be more accountable to employee wishes. Increased scrutiny and accountability of development programs is good, and VP money can contribute to positive outcomes. But museums can’t afford to have vast numbers of donors acting like venture philanthropists. Donors simply shouldn’t begin with a preconceived notion that charities don’t know what they are doing. The mindset that charities are black holes threatens to deconstruct the traditional notion of philanthropy. Museums must realize that VP money is usually “tied aid.” While museums want the money, the reality is that most are neither mentally nor structurally prepared for the consequences.

MAY ’06

What they want to do is thank the donor, send a tax receipt, and leave it at that. Instead, they’re compelled to find a meaningful role for the donor within their program and make changes to their standard operating procedures. Ideally, a museum development department would be large enough to dedicate specialized teams to the systematic pursuit and stewardship of VPs. Developing a plan with the appropriate staff and budget to target and pursue VPs might pay off handsomely, but there aren’t many museums capable of doing this. The reality is that resources of typically small development teams are already stretched to the limit. The more widespread this VP practice becomes, the more thinly-stretched museum development departments will become. Trying to win the attention and support of individual donors with their narrow interests becomes similar to trying to win the lottery. Museums need united donations, the altruistic, old-style kind. But to convince more people to give in that way, we’ll have to re-establish their trust, their traditional giving behaviours, and the sense that their dollars will be well-spent. How do fundraisers get donors to return to more traditional values of giving? Perhaps a better question is, Where did we lose the individual donor’s trust? Robert Ferguson is the President of The Knowledge Marketing Group Inc. Contact him at 416-445-7944 or via e-mail at: robferguson@knowledgemarketinggroup.com Michael Wolfe is the Headmaster at Stanstead College, a co-educational boarding school in Quebec's Eastern Township's. Contact him at: (819) 876-7891 ext. 230 or via e-mail at: mwolfe@stansteadcollege.com

MAY ’06

Vocal power is captivating Maximizing your vocal potential is important

Key vocal qualities to guarantee your message is consistent with the sound of your voice: • Projection and energy will communicate passion and belief in your message. Your voice will grab your listener’s attention and persuade them to take action. • Pacing: What’s the listener’s perception when you speak too quickly or too s-l-o-w-l-y? What’s their perception when you mumble? Speak at an even pace so they hear you clearly. Vary inflection and add emphasis to your words to avoid sounding monotonous or boring. You don’t want to give your listener the impression that you’re anxiously waiting to conclude the conversation. • Speak with conviction, so you sound like you mean what you say. Are you as excited about a new product as you say you are? Do you really feel you’re the best candidate for the project? Are you glad to serve your customers? When you lack inflection and enthusiasm in your voice while persuading listeners to take action, you increase the likelihood that action will not be taken. If you’re not passionate about your message, why should your listeners be? • Breathe deeply and allow the air to supply power to your voice. A louder voice conveys confidence and assertiveness. Refer to the one to ten volume scale. • Be aware of vocal trail-off; when we’re in a hurry or anxious, we try to say too many words on one breath of air. As a result, we run out of air and our volume trails off at the end of our sentences. Your listeners will tune out because you’re making it too difficult for them to actively listen. • Be aware of “up-talk.” When you end your sentences in a question by raising the tone or pitch of your voice, you appear to question your own credibility and knowledge.

BY STACEY HANKE

here is no such a thing as a boring topic. Instead, we often find ourselves listening to a boring presenter. What is the one behavioural skill we possess that determines whether or not our presentation invites yawning and heads nodding off? It’s our voice, our greatest asset. The sound of your voice shapes the attitude of your listeners even more so than the words you speak. The key to getting your message across is to gain trust and believability. No matter what you say, your message will have no impact on the listener unless you’re believable. How many times have you heard someone say, “I don’t like the sound of my voice” or “That doesn’t sound like me”? To some degree, the last statement is valid. When you speak, you hear the sound of your voice resonate in your head. When your listener hears you speak, they hear the sound resonating through the air. These are two different sounds and why the majority of us don’t think we sound the way we do when we hear ourselves on voicemail. Most individuals I coach to improve their speaking skills speak more softly than they realize. For this reason, it’s critical that you ask for feedback from your co-workers, family members and friends. To guarantee you’re speaking at a volume level that commands confidence and credibility, refer to a scale from 1 to 10, with one being inaudible and ten overpowering. When you’re speaking to a group of five or more, your volume needs to be at a seven or eight. When you’re speaking over the phone or participating in a one-to-one conversation, practice speaking at a volume level of four to five. Prior to your next meeting, ask a co-worker to provide feedback on your volume level and inflection. Explain the one to ten volume scale which will give them a clear explanation of where your expectations lie. This brings up a challenge when communicating over the phone. Your listener creates a perception of you based on the words you use (verbal) and the sound of your voice (vocal). When there are inconsistent messages sent by how you sound versus what you say, the listener will believe the sound and tone of your voice.

How to improve your volume and inflection • Record yourself to experience what your listeners hear when you speak. When you play back the tape, listen to what you hear versus how it makes you feel. • Every night for a week, read aloud a story from a book or a magazine. Focus on producing a strong volume level between four and five without strain. • Continuously ask for feedback on your volume level during meetings, sales calls, face-to-face situations and over the phone. Ask a co-worker or a family member to point out to you when you’re monotone or when you seem boring. The more constructive feedback you receive the quicker you’ll change an old habit into a new, effective approach to vocal quality.

Trust and Believability Verbal 15% Vocal 85% 100%

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Hold your listener’s attention Passport worries for Americans increase CONTINUED FROM PAGE 8

• When you’re talking on the phone, pay attention to how your voice sounds. Add emphasis to words for excitement and impact. Stand or sit in an open posture and try gesturing as you talk to add variety to your voice. Record your voice while you’re talking on the phone or reading aloud for feedback.

The hospitality industry, cruise lines and tourism officials are increasing publicity efforts to let American patrons know that many of them will need passports to re-enter the United States when returning from the Caribbean, Mexico and Canada in 2007. Washington has postponed the law, which originally was to take effect in 2006, to 2007 giving the industry a short reprieve. Some U.S. government officials are working on securing a proposed amendment that will extend the immigration bill deadline to 2009, but companies aren’t taking chances. According to the State Department, only 27 per cent of American citizens have valid passports. Industry officials say most visitors to the affected areas show up with only a driver’s license. All adult passports cost at least US$97. This has cruise lines and airline travel industry officials worried about the possibility of people looking for other travel alternatives due to the cost factor. The 2007 deadline on the law, intended to strengthen border security, applies only to travel by air and sea; land travelers will only need passports in 2008. For faster service, the State Department recommends applying for passports between August and December, and the processing time generally takes about six weeks.

What’s in it for you? Volume and vocal inflection will: • Hold your listener’s attention • Convey confidence by bringing out the importance of your message. • Project enthusiasm and belief in your product(s) • Motivate listeners to take action Avoid inviting your listeners to drift while you’re speaking. Bring life and energy to your message through the power of your voice. You’ll be amazed how your listeners positively respond to you and how you’re able to hold the attention of 1 to 500. Some of the information in this article was based on research by Albert Mehrabian, Ph.D., Professor Emeritus at UCLA. I recommend his book, Silent Messages. ••• Stacey Hanke is an Executive Consultant, Author, Coach and Speaker with 1st Impression Consulting, Inc. You can contact her at (773) 2095970, or via email at staceyhanke@ameritech.net.

MAY ’06

OTTAWA: A CAPITAL WITH

Wright who started a community on the Quebec side of the river in 1800. Wright discovered that transporting timber by river from the Ottawa Valley to Montreal was possible and the area was soon booming, based almost entirely on timber.

BY LEO GERVAIS

ost people believe Montreal, Toronto and Vancouver are the cities with the most to offer travelers in Canada. However, Ottawa has plenty for the interested event planner in the way of facilities and destinations. The following is a brief rundown of what Canada’s capital city has to offer and some background on it. Ottawa, Ontario sprawls along the southern side of the Ottawa River. Ottawa is a government town, dominated physically and spiritually by the neo-Gothic Parliament Buildings. With a population of 1.2 million, Ottawa is the fourthlargest urban area in Canada. Ottawa has been ranked sixth in the world in terms of its quality of life by the Corporate Resources Group, a Swiss-based management firm. It is also home to major arts and sciences facilities including the Ottawa National Museum of Civilization, The Science and Technology Museum, The National Gallery of Canada and The National Arts Centre in Ottawa.

Activities The city supports many casual sporting activities, such as skating on the Rideau Canal or curling in winter, cycling and jogging along the banks of the Ottawa River in summer, playing Ultimate Frisbee all year round, skiing and hiking in the Greenbelt and the nearby Gatineau Park, and sailing on Lac Deschenes, which is part of the Ottawa River. There is no shortage of golf courses in the Ottawa area. During the coldest parts of winter, there is even ice fishing on the Ottawa river. Ottawa also has many cricket clubs for people of all ages.

Web sites Here are some useful links for the Ottawa region : Ottawa Tourism: www.ottawatourism.ca Entertainment in Ottawa: www.ottawaentertainment.ca City of Ottawa: www.city.ottawa.on.ca Another Ottawa Web site: www.ottawa.com Ottawa International Airport: www.ottawa-airport.ca Ottawa Region: www.ottawaregion.com

History The Ottawa region was long home to First Nations peoples who were part of the Algonquin. The Algonquin called the river the Kichi Sibi or Kichissippi, meaning “Great River.” The first European settlement in the region was that of Philemon

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CACHET

Look for the root to understand they are protecting their territory. It’s human nature to push back when pushed. Of course, we might be so ‘strong’ that resistance is truly futile. I’m 6’2” and mean looking – I could easily push children over – no matter how hard they tried to stop me. Unfortunately for us, not every obstacle is like a little child. Some are more complex in their nature. To build a future is to bring about societal change. If there is anyone with a vested interest in the existing status quo, then they will – it’s their duty – resist that future with tooth and nail. They’ll do this until they decide, because of either reason or force, that it is time to change. Of the two, ‘reason’ is the tool of choice, and ‘force’ only works when the recipient believes they no longer have a choice but to change. That is, they cannot afford the consequence of not changing. ‘Force’ is often the ‘easy’ solution. If they don’t change fire the bums! That threat is often more than enough to get someone to use a new accounting system, although it doesn’t do much to build morale or company loyalty. Of course financial ‘force’ is also effective. Raising the cost of driving a car into a downtown area by raising parking fees via a 1,000 per cent tax is a rather effective form of force. Traffic congestion would disappear overnight if it cost $300 to park the car.

BY PETER DE JAGER

ardeners know that pushing a heavy lawnmower over an ugly nasty weed, week after dreary week, is only an excuse for exercise under the hot sun. It isn’t effective at removing the weed and besides, the roots gain time to grow strong and deep. Understanding why it is there in the first place, how it grows and what nurtures it, are important bits of information if you really want to waste that weed. Building the future is all about weed removal. What are the obstacles between what we desire to achieve and what we already have? How do we overcome them without making them stronger in the process? Stronger? Unfortunately, that’s what typically happens when we try to push something out of our way – it pushes back. And the harder we push, the more resistance we encounter. Try it: Ask someone to put their hand up as if they’re about to make the oath of allegiance. Place your hand against theirs and tell them you’re going to push. What are they doing? They’re pushing back. Now push harder and you’ll notice they’ll trade you grunt for groan until you stop pushing. Ask them why and the answer you’ll receive is “If I didn’t push back, I’d fall over” or they’ll mumble something about how pushing back is “instinctive.” What they’re really saying is

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Some great eateries in Calgary Villa Firenze (Italian cuisine) in the North East quadrant of Calgary, but close to downtown; small rooms in a former private residence. The Living Room (contemporary cuisine), 17Avenue South West, near downtown; small and funky with soft seating … almost like a living room. The Ranche (continental and western cuisine); elegant historical building in Fish Creek Provincial Park, on the South-eastern edge of Calgary. The Stone Cellar at Divino’s Wine & Cheese Bar (contemporary cuisine); right on the 8th Avenue Walk in the downtown. As for restaurants with a view, the Calgary Tower is an obvious choice. And now, with the recently installed “glass floor” on the observation deck, there is another reason for choosing that venue. Another view of another kind is offered at Newport Grill at the Inn on Lake Bonavista (great for lunch) in South East Calgary. The restaurant offers both lake and mountain views. Submitted by: Unni Soelberg-Claridge EventPlan www.eventplan.net 12

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To build a future is to bring about societal change

SOME USEFUL TRAVEL TIPS Though air travel is the safest form of public transport, it can still have a significant impact on your health because you are traveling in a pressurized cabin at altitude. Here are some simple tips to help you arrive at your destination in top shape. • Move about. Change position often and avoid crossing your legs. Immobility poses the greatest risk in developing clotting disorders such as deep vein thrombosis (DVT) whether you’re on a plane, train or bus. • No pills! Unless expressly recommended by your doctor who is aware of your intention to fly, do not take sleeping tablets on the flight – this will reduce your mobility and make you feel sluggish. • Mind your ears. Avoid flying with heavy cold, sinusitis or ear problems as cabin pressure changes during the flight may cause discomfort. If you experience problems during the flight, suck a sweet, chew or hold your nostrils and gently blow through your nose. This should equalize the pressure in most people. If you’re still experiencing problems, speak to a member of the cabin crew. • Drink Plenty! Contact a member of the cabin crew if you’re thirsty and look out for the regular water and fruit juice services. Avoid alcohol, tea and coffee or carbonated drinks, as they will dehydrate you. • Eat light. Avoid heavy meals and foods. Air expands at altitude and heavy meals will result in that bloated feeling. • Moisturize. Your skin, especially your lips and nostrils, may feel dry so moisturizing creams may help. If you wear contact lenses, always carry your glasses with you, as your eyes may feel dryer than usual. • Wear loose fitting, comfortable clothes and shoes. • To minimize the effect of jet lag, set your watch to your destination time. As soon as you board the aircraft, try to adjust your eating and sleeping patterns accordingly. You should not fly if you’ve been scuba diving, undergone general anaesthetic or received dental treatment within the last 48 hours prior to takeoff.

CONTINUED FROM PAGE 12 The problem with ‘force’ as a solution is that it is based on two curious assumptions: a) There is a specific target for the application of the force, whether it is social, economic or even military might. If you cannot identify each person in the ‘target’ population, then you can’t apply the necessary force. In the parking example, everyone who wants to park downtown IS the target: We get them when they park. b) That there IS an unacceptable consequence to not changing. The ultimate use of force is the threat of death, or the threat of a loved one’s death.

‘Force’ is often the easy solution. Which leads us to two final observations: The effectiveness of force is active only as long as it remains a threat. If I have only one person I care about, and you kill that person, then you have lost your hold on me. Unless, of course, you threaten me. This leads to the final observation: What if the threat of personal death means nothing to me? What if death is one of my accepted responses to being pushed? How effective is the threat of death if my primary weapon against you is a suicide attack? And… what if the use of force only serves to spawn the very obstacle it was trying to eradicate? ••• © 2003, Peter de Jager – Peter is an inoculated Keynote speaker and management consultant. Contact him at pdejager@technobility.com.

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SOURCE: VIRGIN ATLANTIC

Venues with a view in Toronto BY JYL ASHTON CUNNINGHAM, CMP While it may not be Florence, as in the Merchant-Ivory movie A Room With a View, Toronto has some fabulous views of its own. Here are just a few of the more popular venues with a vista, as well as some hidden gems. All the venues described can be rented exclusively for corporate groups.

Up, Way Up By far the most spectacular view has to be from the 360° Restaurant at the CN Tower. As an added incentive, the food has vastly improved over the last few years, and the eclectic menu offers excellent Canadian gourmet cuisine. The restaurant and Horizons Lounge below it can both be booked exclusively for private functions. The 360° Restaurant revolves every 72 minutes, but Horizons does not. Canoe, at the top of the TD Waterhouse Tower, can be rented exclusively on the weekends for large groups, when it is closed to the public. The menu is eclectic gourmet, with amazing twists on Canadian produce. Very expensive, but worth every cent. For smaller groups at the Tower, Club 36 at the Toronto Athletic Club can accommodate 70 for dinner. Panorama 51 gives an uptown view of the Toronto skyline. It is located on the 51st floor of the Manulife building on Bloor St., and is unique in having the highest licensed patio in Canada. The venue has excellent food, ambiance and can accommodate up to 300 for a stand-up reception. St Andrew’s Club and Conference Centre atop the Standard Life building at the corner of King and University has outstanding lake views, clean and crisp décor, impeccable service and excellent cuisine.

Down to Earth Not all rooms with a view are up in the clouds. Atlantic Pavilions at Ontario Place offers panoramic views of the skyline and waterfront through 30-foot floor to ceiling windows. The Docks Entertainment Complex has equally impressive vistas and offers a choice of rooms and catering companies. Woodbine Race Track. A short drive out of the Toronto city centre, the Northern Dancer Room has an amazing view of the racetrack, some of the best food in the city and ready made entertainment during the racing season.

A Day in the Country

The world-famous CN Tower provides one of the best views available in Toronto, Canada’s largest city.

Feel like getting away from it all, but have to keep your group in the city? The Estates of Sunnybrook provide a fabulous atmosphere of grandeur for smaller groups, with views of the beautiful gardens from several of the reception rooms. Casa Loma boasts five gorgeous landscaped gardens, and a wonderful garden terrace. Graydon Hall Manor also has delightful views of the grounds from the balcony during the summer months, and the reception rooms have recently been carefully restored to their former glory.

MAY ’06

Hotels offer locations with spectacular views as well CONTINUED FROM PAGE 14

Hotel Specific The Regatta Room at Westin Harbour Castle overlooks Lake Ontario from two aspects. With a capacity of 18 tables of eight or ten, not including the dance floor, the Regatta Room is a great option for mid-sized groups. Located on the main level of the hotel, the view of the water is most stunning during the summer. The Roof Salon at the Park Plaza Hotel is a mid-size gathering place, with a wrap-around patio and elegant décor. The food and service are impeccable, and the dining capacity without dance floor is comfortable at 100. Windows at the Four Seasons Hotel is richly appointed with lush tropical plants and elegant furnishings. It is located on the 32nd floor and has floor to ceiling windows (hence the name), offering fabulous views of the city. Accommodating up to 190 people for dinner, it is one of the largest rooms with a view in the city. For more information on any of the above venues, contact Jyl Ashton Cunningham: jashton@theplanner.ca. •••

MAY ’06

Industry News Carlson Marketing in mainland China Carlson Marketing has opened its first office in mainland China. The branch, in Shanghai, is headed by Gabi Kool, Carlson’s managing director China and executive vice president Asia-Pacific.

New labour negotiations Web site Now there is a Web site for addressing the hotel industry’s 2006 labour negotiations. The site, www.ahla.com/labor, contains information on negotiations in specific cities, facts about the issues being negotiated (benefits, employee wages), statements by the union and AH&LA and official press releases. The American Hotel & Lodging Association launched it in March. The site also features Meeting Planner Resources, where planners can download “Meeting in the Middle,” a brochure on contractual issues including force majeure, cancellation and attrition clauses.

What people need is simplicity. Anonymous

MAY ’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, broken 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

MAY ’06

Solution, page 34.

LEVEL: INTERMEDIATE

Solution, page 34.

BOOK REVIEWS Let Them Eat Flax – 70 All-New Commentaries on the Science of Everyday Food & Life by Dr. Joe Schwarcz He also talks about the effect of so-called ‘trans fats' and advises it would be wise to cut down your intake of them. Schwarcz gives credit where it is due, as in the development of penicillin or paper, but does not hesitate to poke fun at the quackery involved in promoting “vitamin O” or “living enzymes.” Along with a myriad of other topics, the reader learns about the chemistry of depression, the questionable claims about “natural remedies,” the risks associated with acupuncture, the nuances of smoked meat and, of course, about the scientific issues behind “let them eat flax” and other such bits of wisdom that are purported as truth. This compact tome is packed with good literature that will help you improve your eating habits, your health and those of your loved ones who will also benefit from the lessons in the book. The book is 276 pages long, and though this may sound like a lot of reading, Schwarcz’s writing style draws you in and engages you until you’ve devoured all the “70 All-New Commentaries on the Science of Everyday Food and Life.” And there are plenty of scientific facts to feed both your body and your mind.

BY HARRIET WEZENA

n a society that is becoming increasingly obsessed with what is in the food it consumes, it is essential to know the facts to be able to make informed decisions. This is the major premise award-winning Dr. Joe Schwarcz aims to establish in his latest work. His new book, Let Them Eat Flax, continues where some of his other works left off, to reveal the mysteries of the chemistry of daily life in his engaging style, blending modern science with fascinating historical facts. He investigates a broad range of subjects, ranging from the labeling of foods to the chemistry of crime, hair dyes, microbes and pesticide problems. In the chapter on food labeling, he comments on how some food labels could be very misleading to the public, the possible risks involved and stresses the need for accurate food labeling. Schwarcz provides interesting and useful information about vitamins C and E. If you are a heart patient or someone who loves to take vitamin E tablets you might want to read the chapter about the vitamin’s ineffectiveness in heart patients and at what dosage is acceptable depending on your condition.

Author: Dr Joe Schwarcz Title: Let Them Eat Flax – 70 All-New Commentaries on the Science of Everyday Food & Life Publisher: ECW PRESS and distributed by Jaguar Book Group Price on www.chapters.ca : $18.95

MAY ’06

What is ARS? BY LEO GERVAIS ARS is an Audience Response System and it is used for group participation and for instant feedback. Best of all, it is confidential – no one will know your answers. This article details some of the features of this popular technology.

What are some examples of its use? Get ‘real time’ results from questions polled. Use demographics to your advantage. Most people will ask simple questions with basic simple answers. But why not take it one step further. Start with questions like, “Are you male or female?” or “What part of Canada are you from?” With those types of questions you can cross-reference them with other questions and learn much more. Imagine, you could now find out whether 60 per cent of women actually prefer using Advil (not a real statistic). ARS doesn’t always have to be serious. You can use it as amusement and come up with your own game concepts.

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Using music and fun themes, you can make your company parties a day to remember. Accumulate points and be the top player.

Assign points to questions Create teams for more interactivity in your meeting.

Is it easy to set up? The system is very easy to set up. It can take minutes to set up depending on how many people attending your event.

How much does it cost? “It really is a great way of having interaction with your chosen group. People are not passive – they are involved,” says Matt Riopel, a technician with Tandem House. Cost depends on how many people will be using the system. Usually you would pay a fixed rate for the rental of laptops with the ARS receiver, and a rental cost per unit for the keypads (like a remote control for your TV). Time and again, the success of an event is determined by those who attend. With the ARS system, everyone can take part and, more importantly, leave knowing more than when they came in and be excited about it. How can you put a price on an entertaining, successful meeting?

A sample question The Planner staff debated whether or not the title of this article was proper or not (is it ARS or ars) and we could have used the voting system to determine who was in favour, confidentially of course. Please send us an e-mail at info@theplanner.ca and should we or should we not have used that title? ••• For more information on the ARS technology, call Matt Riopel of Tandem House at (514) 848-9542 ext. 307.

Golf tidbits for the new season Getting in the Groove

much it travelled off center when hit by a driver and an 8-iron, and how much it spun when hit by an 8-iron.

Here’s a new twist for your next golf tournament: The key to a perfect shot is making sure you swing your club on the proper arc. Now a high-tech club can help you determine whether you’re in the right groove. The US$649 LS100 driver from SmartSwing (smartswinggolf.com) has special gyroscopes and circuitry built into the shaft that track the exact arc of up to 100 swings per round. After you’re done, simply download data from the club into your computer via a special USB device and compare swings against the ideal golf stroke.

Insuring a hole in one It is customary etiquette to buy the drinks at the clubhouse when you score a hole in one. The new “Tee, Tour & Travel” policy offered by Travel Guard International in Stevens Point, Wisconsin reimburses golfers for up to US$250 in bar costs at the clubhouse where the hole in one occurred. Travel Guard reserves the right to document the achievement. For liability reasons, it insists drinks are consumed on premises and won’t cover an evening of barhopping. The policy also covers up to US$25,000 in medical expenses, US$2,500 for lost, stolen or damaged golf clubs, plus unreimbursed expenses if a trip is canceled. The cost: slightly under $100 for a US$2,000 trip. Travel Guard says it has sold roughly 1,500 policies since November. So far, no one has filed a hole-in-one claim.

A fine gift If you’re going to give golf balls out as gifts at your tourney, you might as well give some that have been rated by Consumer Reports as some of the best. The Planner looked through the list and we recommend two golf balls, especially one which has a very high ranking at an incredibly affordable price: The Nike Power Distance Super Soft. It tied for the highest performance ranking (82/100) and costs $19.95 per dozen, or $1.66 per ball. The Nike One Black, which also had an 82, is $49.98 per dozen, or $4.16 per ball. The performance ranking includes marks in the following categories: Distance, driver; soft feel; accuracy, 8-iron; accuracy, driver; spin, 8-iron. The overall score is based on total distance a ball travelled when hit with a driver at 90 mph, how the ball felt to the panelists, how

Need a challenge? Play speed golf Are you tired of playing a three-hour golf game with all the drama of a paint-drying session? Then perhaps you need a round of speed golf. Speed golf (sometimes called XTreme golf or running golf) unofficially began when America’s great miler Steve Scott decided to find out how fast he could play a round of golf.

MAY ’06

Speed golf is for the fit It was in November of 1979 at the Dad Miller Golf Course in Anaheim, California. In 1988 PGA professional John Bell made some significant changes to the game (adding the scoring component) and speed golf as it is usually played today was created. It is the fastest-growing sector of American golf. Speed golf is played on a regular course, with open-division contestants allotted 49 minutes to complete a round; women and seniors (50-plus) have 59 minutes. Players run between playing each shot and generally carry one or two clubs, although caddies are used in tournaments. A player's score is calculated by adding their score to their time, so a round of 90 completed in 40 minutes and 30 seconds would compute to a score of 130.30. The current world record score is 111.55 (a round of 72 in 39 minutes and 55 seconds). Players often find that running between strokes has no impact on their scores – some play better because it stops them from agonizing over every shot. Players set off every four minutes, and players go around the course solo. In older versions of the game, people used carts. Now, most people take four to six clubs – a putter, some kind of wedge, a driver and an iron in the middle – and carry them themselves. The sport is played in North America, Europe and Japan, and major tournaments are telecast by channels such as ESPN and The Golf Channel. On the Web: http://www.azroadrunners.org/events/speedgolf.html

A BIG THUNDERSTORM hits a golf course and everyone runs for cover, except one man. He was asked afterwards why he didn’t shelter from a dangerous lightning strike. “No worries,” he said. “I just take out my 1 iron and stand in the middle of the fairway with the club held high over my head and wait for the storm to pass. Not even GOD can hit a 1 iron.” THE NUMBER ONE LAW OF GOLF: LAW 1: No matter how bad your last shot was, the worst is yet to come. This law does not expire on the 18th hole, since it has the supernatural tendency to extend over the course of a tournament, a summer and, eventually, a lifetime. – Compiled by Mike Auctor

A few great golf jokes A LADY NEWCOMER TO GOLF was having a lesson on the first tee and asked the pro “What do I do now?” The pro replied, “Well, see that flag on the green? You have to hit your ball as close to it as you can.” The lady let fly with a mighty swing, the ball went flying and came to rest three inches from the hole. She asked, “What do I do now?” The pro answered. “You hit it into the hole.” The woman screamed... “Why didn’t you tell me that in the first place?”

MAY ’06

here aren’t too many words that can instantly generate angst among planners, except for “last-minute change.” We have worked numbers for 27 years on countless corporate events across North America. Whether it’s an unexpected presenter, an additional day added to the agenda or a complete change in the location or date, when it comes to last-minute budget busters, there isn’t much we haven’t seen. To save you from blowing your next corporate event budget on the unexpected, you need to put aside 5 to 10 per cent of the overall budget for things that pop up at the eleventh hour. The exact percentage depends on the event size – smaller events with fewer creative variables require a lower percentage than big extravaganzas. But you don’t want to spend that 10 per cent if you don’t have to! Remind your boss or client that good quality, lastminute buying and cheap don’t usually correlate. The reality is that last-minute pricing may well come at a premium. Build relationships. Don’t wait until you need a favour from someone. Instead, continually find ways to build a ‘dream team’ or support network. Build a contact base of other meeting professionals, suppliers, vendors and angels you can call on at the last-minute to help you out. Take time to discuss their strategies and resources for dealing with last-minute meetings, and add this information to your ‘survival kit.’ Don’t forget to include your fellow co-workers who might be willing and able to help out at a moment's notice. Develop contingencies. Because your plans are last minute, the greater the chance of something not working out the way you’d like it to. So what's your backup? If you don’t have one, all your original plans could be destroyed in an instant, and you'll be scrambling even more than before to put a second strategy into operation. Have a Plan B ready ‘in the wings’ just in case you need it. Once again, the more thorough you are, the greater the probability of pulling off this miracle. Learn to laugh. Keeping a sense of humor will definitely help prevent you getting mad, angry and frustrated with those disorganized managers who leave things to the last minute and expect you to perform miracles. Learn to laugh at them and yourself to keep a saner perspective on life. If nothing else, remember that laughing is a great survival technique, which is good for your health and will help reduce stress and blood pressure levels. The “Last-minute change” will never go away, but planning better can go a long way to avoiding much of the problem.

MAY ’06

Industry News Some economic facts about Ontario’s wine industry Total retail value, 2004-2005: $450 million Volume: 44 million litres Ontario wines’ share of that province’s wine market: roughly 42 % Total wine industry-related employment: 5,050 Total grape purchases (2004): 26,450 metric tonnes Value of wine crop (2004): $26.5 million. Acreage for wine grapes in Ontario: roughly 15,000 acres (5,200 hectares) Value of Niagara Vineyard land (2002): $40,000 per acre Number of wineries producing VQA (Vintners Quality Alliance Ontario) wine: 71 Retail value of VQA sales (fiscal 2003-04): $191.7 million The top grape varietal wine in 2004: Chardonnay Estimated number of visitors to wineries (per year): 1 million Every bottle of Ontario wine sold in the province adds $4.25 in value to the Ontario economy. Every $10 million in wine sales translates into $14.8 million in economic activity in Ontario.

More meetings and events expected in 2006 Two-thirds of planners are expecting to organize more meetings or events in 2006 compared with 2005, according to a survey by Hospitality Sales & Marketing Association International. It was completed by 478 people who registered for this year’s Affordable Meetings Mid-America at Chicago’s Navy Pier. Of those anticipating more meetings in 2006, nearly 80 per cent expected between one and 10 additional meetings or events this year. More than 60 per cent of respondents reported their meeting budgets have increased for 2006. They also indicated that, industry trends include planners doing more in less time, taking more responsibility for the bottom line, dealing with tight budgets and meeting increasing demands of attendees, especially those that concern technology.

Smoking bans increasing Traveling to Scotland, Puerto Rico and Bermuda soon? You will have all the fun, but cannot smoke in bars, restaurants, clubs, hotel lobbies and meeting rooms. These countries recently enacted a law banning smoking in most public places.

MAY ’06

MPI update Culture Active Tool offers a unique perspective for planners

commitment to providing top-notch education, the Platinum Program is a series of exceptional educational programs available to MPI members and non-members in their own backyards. Topics cover ROI, technology, leadership, legal issues and much more. “The Canadian Tourism Commission is fully committed to the importance of professional meeting planning and the necessity of high-level, quality education for the success of the meetings industry,” said Dan Meleslurgo, executive director, Meeting, Convention and Incentive Travel Sales, Canadian Tourism Commission. “MPI is renowned as the leading meeting professional organization, and we value this partnership and the continued development of the role of the meeting professional by supporting the education available to its members.”

MPI’s Multicultural Initiative will debut the industry’s firstever Cultural Active Tool for meeting professionals. The result of an unprecedented partnership between the MPI Foundation Europe, the MPI Foundation Canada, the MPI Foundation and made possible through the sponsorship of IMEX and MCI, the Richard Lewis Communication’s Culture Active Tool will enable MPI members and their organizations to improve their ability to understand and communicate with other cultures, a critical skill for doing business in today’s global environment.

MPI joins forces with the CTC

Spencer Stuart to assist in CEO search

MPI will partner with the Canadian Tourism Commission (CTC) and its partners —Travel Alberta, Tourism Montreal, Tourism Ontario, Tourism Toronto, and Vancouver Convention & Exhibition Centre — to fully subsidize MPI’s 2006 Platinum Series education program to its 67 chapters and clubs. MPI’s chapters are a primary professional development resource for a large percentage of its members, as the vast number of members do not attend MPI’s international meetings. This partnership enables MPI to continue providing quality career education at the chapter level at minimal expense through the Platinum Series program. The Platinum Series was originally sponsored through the Hilton Hotels’ Connections 2000 contribution to the MPI Foundation, and the support of United Airlines. Now an integrated component of MPI’s professional development department and part of the association’s continued

MPI has announced that Spencer Stuart, the global executive search firm with 50 offices in 25 countries, has been retained to assist in the search for its new president and CEO. Katie Callahan-Giobbi, senior vice president of sales for LA Inc., the Convention and Visitors Bureau, is heading the search committee that has been tasked with finding the replacement for the recently-departed Colin Rorrie who had been in the post since 2003. Callahan-Giobbi said MPI was working hard to have a replacement chosen by July 1, in time for the World Education Congress in Dallas, Texas from July 9-11. For more information on MPI, visit their Web site: www.mpiweb.org.

•••

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Downtown Ottawa 180 Cooper Street Phone: (613) 236-5000 Fax: (613) 238-3842 For Reservations 1-800-236-8399

MAY ’06

INFLUENCE WITH EASE

Grand Intentions to Greater Sales By Jeff Mowatt

learned a powerful lesson about selling from a 15 year old. My wife and I had just picked up a dog from the humane society. On the way home, we stopped at a pet store to pick up some dog food, a dish, and a leash. I’m figuring this stop will take eight minutes. That was before we met the store’s teenaged employee, ‘Tina.’ “Anything in particular you’re looking for?” Tina asked. My wife replied that we’d just picked up a dog from the SPCA and needed a few supplies. The teenager’s response: “Really? You adopted! That is so sweet. You know, I’m working here because this is more than just a job to me. I’m doing this because I love animals. So, no matter where you buy your pet supplies from, I want to make sure that we get all of your questions answered, so that your little dog gets the best possible care.” I glanced over at my wife and notice that she’s looking at Tina with the kind of expression that says, “You-are-achild-of-God-who-this-world-needs-moreof-and-of-course-we’re-going-to-buy-allof-our-pet-supplies-here-and-let’s-noteven-dicuss-anything-as-petty-as-price.” Fifty-eight minutes later, I’m pushing a cart out the door with over two hundred dollars worth of pet supplies. The dog was only seventy five.

We get it! That part-time teenaged employee had done something refreshingly unique and convincing. She expressed what I call a “Grand Intention©.” She shared that she was there not simply to make a commission or sell dog food but to help people take better care of animals. By expressing her Grand

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Intention, Tina demonstrated that she cared about our big picture. In other words she proved to her customers that she gets it. The good news is that you can have the same impact when you bring this approach to your company.

Crafting your own ‘Grand Intention’ I’m sure that you care about your customers. Hopefully your employees do as well. The problem is, do you consistently tell your customers that you care? That’s why one of the goals of our Influence with Ease® training sessions is to help employees to clarify their “Grand Intention.” Usually, it involves expressing to the customer that you understand not only their immediate need but also their larger desire. An insurance adjuster, for example, might acknowledge the pain and hassle the customer is going through to get a claim settled. So, the adjustor might start the conversation with something like, “First of all, I want you to know that I understand what a hassle and inconvenience it is to be involved in accident. One of my goals is to make this part of the process as easy as possible for you and to ensure that you get every penny of coverage that you are entitled to.” The Grand Intention can be used in other non-sales-type scenarios. An attendee of one of my training sessions, a manager of collections for a utility power company, said that he would urge his employees to use the Grand Intention for collections. So, rather than starting a conversation with a late-paying customer with a negative like, “We need to do

something about your outstanding bill,” instead, using the Grand Intention, they would begin with, “Our goal is to help you to reestablish your good credit.”

Grand Intentions also work well for enhancing trust and cooperation with internal customers. Picture being in the Information Technology Department and receiving a call from a stressed co-worker who’s having computer problems. Early in the conversation, you say something like, “I understand how frustrating it is when you are in the middle of dealing with a customer and the darned computer crashes. I want to get you back up and running as fast as possible so that you can get back to those customers that pay all of our wages.” Again the Grand Intention proves to the customer—in this case internal customer—that you get it.

Disarming the cynical customer You’ve probably noticed that today’s consumer is better educated, streetwise, and, frankly, more cynical about other people’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!” Beyond telling employees to be friendly with customers, managers need to equip their staff with tools for establishing trust. Expressing your Grand Intention is an easy way to break through the barriers. Not a bad lesson from a 15 year old.

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).

Trends Eating two-dimensional food

He skillfully adds intensely flavoured liquid seasoning and voilà: a printout of a cow that tastes like filet mignon. (The paper itself is neutral tasting and free of allergens and calories; the flavourings are stable, with a long shelf life, and may contain amino acids and other added nutrients.) Cantu says there are many possibilities for his creation, but is tight-lipped about the precise details of it. He reportedly asks reporters who wish to to sample a prototype to sign a four-page non-disclosure agreement. Recently, he began creating flavoured inserts for magazines. “Gastronomy has to catch up to the evolution in technology," he said in a recent interview. “And we’re helping that process happen.”

Pretty much everybody loves a good meal. But would you eat a picture of one? The next time you’re in Chicago, go to the trendy Moto Restaurant and try their 20-course tasting menu which includes “sushi” made of paper that has been printed with images of maki and wrapped around vinegard rice. The “food” apparently tastes pretty good to those willing to dish out US$240 per head (including wine) to sample the paper concoctions. Chef Homaro Cantu, who says as a child he had a “fascination with how things tasted, especially inedible things,” uses a modified ink-jet printer and organic, food-based inks on which he prints images of food (and other objects) on speciallydesigned paper made of modified food starch.

On the Web: www.motorestaurant.com

MAY ’06

Travel Industry News WestJet, Air Canada fly high with record passenger levels A record number of passengers flew with WestJet Airlines Ltd. and Air Canada in March and this could be great for their first-quarter financial results. Both carriers survived on March holiday charter flights and business customers. While Montreal-based Air Canada utilized its strength on international routes, Calgary-based WestJet expanded its Ontario presence. WestJet reported that its proportion of available seats filled reached a high for the month of March at 81.9 per cent, up from 77.8 per cent the previous year. This breaks its March 2000 record of 78.3 per cent. Sylvain Gagnon, CTS, is the Technical Director for Avtec in Montreal. He was very impressed with Westjet's service. “The whole experience was very friendly. The atmosphere was very relaxed and I really like their approach to the customer – friendly without overdoing it. Flying for me is usually work – Westjet makes it fun,” he said. Air Canada’s load factor climbed to 81. 4 per cent from 79.8 per cent, resulting in its 24th consecutive month of record monthly highs as the economy remains robust. Spokespersons for both airlines said they are impressed with the March performance, given that seat capacity also increased. Industry experts attributed the high passenger loads of the airlines to having low budget airline Jetsgo Corp. out of the picture. Jetsgo hung up its gloves on March 11, 2005. They also expressed concern about the effect of the persistent and stubbornly high jet fuel prices.

Finding a good airline seat Tired of getting lousy seats on an airplane? Here’s what to do the next time before buying your ticket. First, consult seating diagrams on the airline’s home page to see what seats are still available for a particular flight. Then cross-reference your findings at Seatguru.com or Airtravel.about.com to find the best seat on that plane.

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Return to the airline’s home page to buy your ticket, and electronically select the seat you want. This information can help you upgrade your seat at the last minute, since seats often open up because travelers catch an earlier flight, upgrade to business or first class, or miss their flight. You can ask for a better seat at the check-in counter or while checking in electronically at an airport kiosk.

Tracking reward points If you have reward cards, it is possible for you to track your points and miles online. MaxMiles.com and MileageManager.com are Web sites that gather frequent-flier balances and account information from consumers’ airline, hotel and credit card reward programs. Although some services charge an annual fee, they offer perks such as email alerts telling you when miles will expire and award listings. Many banks and brokerage firms, such as Fidelity Investments and Bank of America, offer services that consolidate financial accounts, including balances in reward programs, usually free of charge to their customers. Yodlee, which provides account-consolidation software to many financialservices firms, also lets consumers keep track of their finances and reward programs free of charge on Yodlee.com.

Travel from U.S. drops Statistics Canada says that the number of day trips Americans made to Canada fell to record lows last February. The number of visitors making same-day return trips in that month fell two per cent from January, and below the 1.2 million mark for the first time in history. The Canadian government and border communities said that if the United States decides to require identification cards for its citizens to re-enter the country, these numbers could plummet even more. The number of American visitors has not passed two million since September 11, 2001. Meanwhile, Canadians made less than 3.2 million trips to the U.S. in February, down 7.1 per cent from the previous month. But overseas visits are booming – StatsCan said a record 547,000 Canadians travelled overseas in February.

Motion Sickness

BOOK EXCERPT

Ed. note: This excerpt is from The Pocket Encyclopedia of Aggravation by Laura Lee. h sailing. The fresh sea air. The lapping of the sea against the hull. The rocking back and forth and back and forth and… Oh no! Why is it that you can ride your bike without getting sick, but on the boat, or in the back seat of a car your stomach contents come up? When you walk down the street you never get walk-sick. But when you’re in a big vehicle, especially if you’re not driving, things change. Inside an aircraft, for example, the fluid in your ears shifts as the plane rises and sinks. This signals your brain that your body is in motion. Your eyes, however, are telling a different story. They don’t perceive a lot of movement. They tell your brain that you’re in a big room sitting in an uncomfortable chair reading a magazine. This confuses the brain. The brain hates to be confused, so it sends out stress hormones like adrenaline. The stomach is especially susceptible to stress cues and it contracts. With luck you make it to the airsick bag on time. The best way to avoid motion discomfort is to look out the window or go up on deck so your eyes will be on the same wavelength as your ears. Avoid reading in a vehicle and don’t travel on an empty stomach. It increases queasiness. If you fly, choose a seat over the wing on the right side of the plane. Most flight patterns turn left, so you won’t be jostled around as much if you sit on the right. Then again, if it weren’t for motion discomfort, Charles Sant of Bracknell England wouldn’t have a hobby. Sant collects airline sick bags. How does an otherwise serious service information analyst find himself collecting such a unique item? Believe it or not, he was drawn into the hobby 10 years ago by a fellow collector. Since then, he has amassed enough bags to make his former classmate absolutely ill. His collection has doubled to more than 200 since he launched his unique web page “Mementos to Motion Discomfort” (http://www.sant.demon.co.uk/sickbag.html). The web presence allows him to swap selected sick

sacks with fellow enthusiasts, and yes, there are many. The Yahoo search engine has an entire category devoted to airsick bag collectors. Some of the most interesting variations in Sant’s collection include those from defunct airlines, bags made out of blotting paper, bags with games on the back, a bag that doubles as an envelope for a film development company, an almost transparent bag, an airline with separate business and economy class airsick bags and even a sack that carries the curious caution: “When used, this bag may contain biohazardous waste.” So far there are no price guides for sack collectors, and no conventions have yet been planned, but the time may come up. If you are inspired to start a collection and would like to trade, Sant has 23 surplus British Airways airsick bags he’d love to exchange with you. ••• Reprinted with permission from The Pocket Encyclopedia of Aggravation by Laura Lee, originally published by Black Dog & Leventhal Publishers. On the Web: www.bdlev.com/ Price on www.amazon.com: US$10.

MAY ’06

DATEBOOK

Web sites of interest Great travel gear www.protravelgear.com Home of self-described "travel tested travel supplies," Pro Travel Gear has everything from adventure gear to luggage, literature and maps. They also have daily updated travel news from sources like the New York Times and CNN. Highly recommended.

Upcoming Events MAY 24-28 Society of Government Meeting Professionals. Annual Education Conference, Hyatt Regency Denver at Colorado Convention Center, Denver, Co. www.sgmp.org, (703) 549-0892. MAY 30-JUNE 1 IMEX (Worldwide Exhibition for Incentive Travel, Meetings & Events), Messe Frankfurt, Germany. (011) 44 1273-227311, www.imex-frankfurt.com.

For all corkscrew addicts www.corkscrewnet.com This is the official site of the international Correspondence of Corkscrew Addicts. It is selfdescribed as the oldest corkscrew collectors’ society in the world. Best of all, the group has a Canadian chapter.

JUNE 1-3 Association for Convention Operations Management, ACOM University, W Hotel, New Orleans, La. (609) 799-3712, www.acomonline.org.

www.corkscrew.com A comprehensive site that covers all aspects of corkscrew collecting and provides information for collectors looking for new and antique corkscrews.

JULY 9-11 Meeting Planners International, World Education Congress, Dallas Convention Center, Dallas, Tex. (972) 702-3000, www.mpiweb.org

Travel advisories www.allsafetravels.com This new site centralizes data daily from travel advisories around the world. First developed for globetrotting academics at the University of Guelph, this site allows you to sign up for free relevant updates or register for the TripAlert Emergency Broadcast, an email that hits your laptop or PDA should trouble brew while you’re away.

JULY 16-19 National Business Travel Association, International Convention & Exposition, McCormick Place, Chicago, Ill. (703) 684-0836, www.nbta.org.

•••

Please see www.theplanner.ca for more event listings.

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

FOR HOLIDAYS AROUND THE WORLD, VISIT WWW.EARTHCALENDAR.NET

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

Should I buy an LCD or a plasma?

Buying a screen: Many people are faced with a dilemma when deciding to buy a new television – should I purchase an LCD or a plasma screen? Both plasma and LCD technologies offer sharp, detailed pictures and bright, lifelike colours. When deciding which system to buy you should assess your needs and pick the display technology that will best suit your application and budget. Choose LCD technology if: 1. You display still images or are concerned about wider screen viewing angles 2. You display video or still images that require high resolution for crisp text 3. The environment is often filled with natural light 4. Energy efficiency is a priority. Choose plasma technology if: 1. You display constant-motion video or dynamic multimedia 2. You need real colour reproduction such as broadcast applications 3. Larger screen sizes and low cost per inch: Plasma is a lot less expensive than LCD.

MAY ’06

Just Quote Me Real quotes from kids MELANIE (age 5) asked her Granny how old she was. Granny replied she was so old she didn’t remember any more. Melanie said, “If you don't remember you must look in the back of your panties. Mine say five to six.” STEVEN (age 3) hugged and kissed his Mom goodnight. “I love you so much, that when you die I’m going to bury you outside my bedroom window.” •••

Ed. Note: The following was submitted by several of our readers, including Tulio Baruch of the Presidente InterContinental in Cancun and Jennifer Wood of Convene.

The Meeting Planner One day while walking down the street, a highly successful meeting planner was tragically hit by a bus and she died. Her soul arrived up in heaven, where she was met at the Pearly Gates by St. Peter himself. “Welcome to Heaven,” said St. Peter. “Before you get settled in though, it seems we have a problem. You see, strangely enough, we’ve never once had a meeting planner make it this far and we’re not really sure what to do with you.” “No problem, just let me in,” said the woman. “Well, I'd like to,” he replied, “but I have higher orders. What we’re going to do is let you have a day in hell and a day in heaven and then you can choose whichever one you want to spend an eternity in.” “Actually, I think I've made up my mind, I prefer to stay in heaven,” said the woman. “Sorry, we have rules...” And with that, St. Peter put the executive in an elevator and it went down... down... down to hell. The doors opened and she found herself stepping out onto the putting green of a beautiful golf course. In the distance was a country club and standing in front of her were all her friends – fellow executives that she had worked with and they were all dressed in evening gowns and cheering for her. They ran up and kissed her on both cheeks and they talked about old times. They played an excellent round of golf and at night went to the country club 30

where she enjoyed an excellent steak and lobster dinner. She met the devil, who was actually a really nice guy (and kinda cute), and she had a great time telling jokes and dancing. She was having such a good time that before she knew it, it was time to leave. Everybody shook her hand and waved good-bye as she got on the elevator. The elevator went up... up.... up and opened back up at the Pearly Gates where she found St. Peter waiting for her. “Now it’s time to spend a day in Heaven,” he said. So she spent the next 24 hours lounging around on clouds and playing the harp and singing. She had a great time and before she knew it her 24 hours were up and St.Peter came and got her. “So, you’ve spent a day in hell and you’ve spent a day in heaven. Now you must choose your eternity,” he said. The woman paused for a second and then replied, “I never thought I'd say this – I mean, heaven has been really great and all – but I think I had a better time in hell.” So St. Peter escorted her to the elevator and again she went down... down... down back to hell. When the doors of the elevator opened, she found herself standing in a desolate wasteland covered in garbage and filth. She saw her friends were dressed in rags and were picking up the garbage and putting it in sacks. The devil came up to her and put his arm around her. “I don't understand," stammered the woman,” yesterday I was here and there was a golf course and a country club and we ate lobster and we danced and had a great time. Now it's all a wasteland of garbage and all my friends look miserable.” The Devil looked at her and smiled. “Yesterday was your site inspection.”

MAY ’06

Hotel News

Travel buyers rewarded the luxury brand based on its survey, its quality amenities and aesthetic properties – attributes that have perpetually personified the brand and earned it its eminent designation in this year’s survey results. Mandarin Oriental finished third and Starwood’s St. Regis ended up fourth – a reversal of their positions last year. Fairmont Hotels rounded out the top five. The high ranking for Four Seasons in the corporate rate program category also contributed to its wresting the top spot from Ritz-Carlton. Although its rates are noticeably higher than hotels in other tiers, travel buyers praised Four Seasons’ price-value relationship.

you need to know SURVEY: THE TOP TIER HOTELS ENJOYED HEARTY RETURNS IN 2005 It was a very good year. And we’re not talking about a Frank Sinatra song. The upscale tier of hotels had a banner 2005, and then they turned around and reinvested their profits into facility upgrades and improving their service, two key tenets to attracting and keeping the always-desirable business traveler. Loews Hotels retained its position atop the upper upscale category in the U.S. Hotel Chain Survey, with JW Marriott close behind in second and Starwood’s W Hotels and Westin brands tying for third. According to Smith Travel Research, the occupancy rate in upscale hotels checked in at 70.8 per cent for 2005, highest among all the tiers. This, combined with an average daily rate of US$140 – a 6.7 per cent increase over 2004 – led to a 9.4 per cent increase in revenue per available room. Loews’s victory is its second consecutive in the category, while Westin and JW Marriott finished second and third respectively last year. Making a surprise move was W Hotels, which finished at the bottom of last year’s survey. Omni Hotels and InterContinental rounded out the category. Buyers rated the brands on 13 criteria, including ability to arrange individual travel, physical appearance, quality of inroom and business amenities and helpfulness of staff. Loews carried nearly every category. JW Marriott slightly bested Loews in its facilities for non-resort meetings, the only category in which Loews did not finish first. On the Web: www.smithtravelresearch.com

HOTEL PROJECTS IN ORLANDO InterContinental Hotels & Resorts announced on March 17 a mixed-use development to be part of the US$800 million Palazzo del Lago. The InterContinental Resort & Residences will have 1,260 guest rooms as well as 994 condominiums in five 18-story towers, known collectively as the Villas at Palazzo del Lago. Construction will start in the fall and wrap up in 2009. There will be a lake on the 42-acre site (hence the name Lago) and other amenities will include a spa, five restaurants, a putting green and a resort pool with fountains. The property will also have 114,000 square feet of meeting space. Hilton Hotels Corp. recently announced a massive project, the 18-storey Hilton Orlando Convention Center. This property will have a 15,000 square foot spa, 1,400 rooms and 130,000 square feet of meeting space, including a 50,000 square-foot grand ballroom and 38 meeting rooms. Construction is expected to begin by the end of 2006 with completion set for 2009.

FOUR SEASONS POSTS A LOSS

Luxury hotel

operator Four Seasons Inc. recently reported a fiscal fourth quarter loss. The hotelier attributed the loss to higher expenses, the write-down of certain assets and a foreign exchange loss. For the quarter ending Dec. 31, 2005, Four Seasons reported a net loss of US$37.8 million, or US$1.03 per share, versus a profit of US$12.9 million, or 34 cents per share in 2004.

FOUR SEASONS ENDS RITZ-CARLTON’S REIGN This year’s Business Travel News’s annual U.S. Hotel Chain survey pegged Four Seasons Hotels and Resorts ahead of Marriott’s Ritz-Carlton.

CONTINUED ON PAGE 33 357 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 32

MAY ’06

Hotel News continued Consolidated revenue declined to $58.5 million from $69.5 million the previous year. For 2006, Four Seasons projects continued strong demand for both business and leisure travel. For the full year, it forecast that average daily room rates will exceed 2005 rates.

Hotel of the Month Our featured hotel this month has more than 100 years of history. Originally opened in 1899, it has since seen many renovations, the last of which happened a few years ago at a cost of $140 million. Of course, I am talking about The Manoir Richelieu. The Manoir, a Norman-style château located in Pointeau-Pic (Murray Bay), overlooks the St. Lawrence River, and offers incredible views year-round. Besides the incredible beauty of the region and the friendliness and hospitality of its people, as a planner I can think of many reasons why you should hold your event there. The Manoir boasts 405 rooms, two restaurants, a bistro, bar, cigar lounge, tearoom, spa an indoor pool and two outdoor pools, one of which is open year round. It also features some 22,000 square feet of meeting space. A casino is also located on the property. It financed the renovations, and provides only one of several justifications for keeping this wonderful resort open year round. The list of activities for groups are limitless. Here are some of the highlights:

ACCOR GETS MIXED RESULTS

French hotelier Accor recently presented higher 2005 earnings as well as a plan to expand its core hotel and services businesses. However, its shares tumbled seven per cent due to disappointment with its dividend and unclear outlook. The company reported a 17.6 per cent rise in annual pretax profits to 603 million euros (US$718 million), below the consensus of 611 million euros in a recent Reuters poll. New Chief Executive Gilles Péllison confirmed that his company was studying the full or partial sale of its 50 per cent stake in travel agency Carlson Wagonlit Travel to its joint venture partner, Carlson Companies Inc. But Accor’s stock fell as he declined to provide a specific 2006 earnings forecast or clarify the future of other holdings, including a stake of nearly 30 per cent in Club Med, saying he needed more time to assess them. “Not everything is for sale,” he told reporters.

STARWOOD LOOKS AT INTRAWEST

Starwood Capital Group Global LLC, the private equity fund run by hotel tycoon Barry Sternlicht, is taking a serious look at bidding for ski and resort operator Intrawest Corp., the Financial Post reported recently. Vancouver-based Intrawest has a market value of $1.9 billion. Intrawest hired Goldman Sachs & Co. this year to explore options including a sale or restructuring of the company, following pressure from activist shareholders led by Connecticut-based hedge fund Pirate Capital LLC, which has an 11.8 per cent stake in the company. Since then, there have been 60 serious inquiries about Intrawest from potential buyers, according to an unnamed source. Starwood Capital and Intrawest have a connection through a real estate joint venture. They also did a deal in October in which Starwood Capital bought a majority stake in California’s Mammoth Mountain Ski Area resort from Intrawest. Starwood Capital is flush with cash after raising US$2.4 billion in February to invest in real estate and property firms.

Winter I spent a week at the Manoir at the end of March, and the spring downhill skiing in the region was incredible. The cross country, snowshoeing, snowmobiling and bobsledding seasons were winding down, but there was at least a month of good skiing left. During the winter months, this region always has more snow than you will ever need to ensure that your winter events will always be white.

Spring, Summer and Fall This hotel has one of the nicest golf courses anywhere. Someone told me recently he had once played at Pebble Beach – one of the world’s top courses – and that the Manoir’s course was even better. As for the hotel, the service is friendly and the food is fulfilling. Prices are now low as hotel employees recently ended a long strike. Everyone seemed happy with the outcome and to be back at work: Only the clients were missing. So for the next few months, you can surely negotiate some great rates. For me, the Charlevoix region of Quebec, (more on it soon) has everything going for it: Landscapes, great restaurants and tons of activities. I would rank it in my top 10 spots anywhere. As they say in the movie business – two thumbs up! – Mike Auctor

$43M PROJECT WINDS DOWN

Four Seasons Hotel Boston has announced that it will complete its $43 million comprehensive renovation of the hotel before the end of April. The 273-room hotel project has created 6,000 square feet of additional meeting space, bringing the hotel’s total to 15, 600 square feet, most if which is illuminated by natural light. Design firm Babey Moulton Jue & Booth developed the hotel’s new look.

MAY ’06

Hotel News continued Celebrities into Hotels More and more celebrities are registering their presence in the hotel industry. Screen Idols such as Robert DeNiro and George Clooney have high-profile projects in New York (The Downtown Hotel) and Las Vegas (Las Ramblas) respectively. Clooney’s Las Ramblas is a sophisticated $3.5 billion, 4,400-room condo hotel touted as “more Tony Bennett than Britney Spears,” says designer Keith Hobbs, who is designing its interior.

Tennis superstars Andre Agassi and Steffi Graf are no exception. They are the main investors behind the Tamarack Resort, 90 miles north of Boise, Idaho. The 225-room property, to be managed by Fairmount Hotels & Resorts, is for those who wish to spend quality time with family, according to Agassi.

Smokefree Hotels Two months ago FreshStay launched the www.freshstay.com online directory of hotels offering clean indoor air products

The unconscious mind makes the big decisions for us Juggling a bunch of information and trying to make a big decision? Leave it to your unconscious. New research suggests the best way to make huge decisions is to simply forget about them. “Contrary to conventional wisdom, it is not always advantageous to engage in thorough conscious deliberation before choosing,” said Dutch psychologist Ap Dijksterhuis and his colleagues at the University of Amsterdam. Their work on “unconscious thought theory” taps into the brains hidden – and many psychologists say unappreciated – ability to juggle and weigh complicated situations and options. “In short, consciousness should be used to gather information, the unconscious to work on it,” Dijksterhuis said. Though the new study focuses on consumer choices, psychologists say politicians, managers and negotiators would be well advised to delegate tricky decisions to the unconscious.

“This process of just ‘sleeping on it’ and ‘letting it sit’ is not just procrastination but is a valuable, productive technique that is drawing on cognitive processes that seem to really exist,” said psychologist Jonathan Schooler of the University of British Columbia, who has done extensive research in field. Simple choices, the Dutch study suggest, like deciding on shampoo, towels, or oven mitts can be safely left to the conscious mind. But more complex decisions are best left to the unconscious. People can consciously consider and weigh only a limited amount of information, the researchers say, but the unconscious mind can integrate wider swaths of information. You are advised not to agonize and fixate on choices. Once you have all the relevant information take a break. If the decision doesn’t come, the conscious mind probably needs more information for the unconscious to sift through. – The Planner Staff

and practices. Since then, 200 smokefree properties have joined the network. Approximately five smokefree properties are added to the online directory every day, including national, regional and independent brands in most of the United States and in more than 100 cities. The Web site will soon list and rate hotels that offer enhanced accommodations, including being cleaned with Green Sealcertified products and other amenities. •••

ANSWER EASY SUDOKU FROM PAGE 17

ANSWER MEDIUM SUDOKU FROM PAGE 17

The consciousness

should be used to

gather information.

Check out our revamped website! www.theplanner.ca MAY ’06

MAY ’06