November 2007

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Cruise lines add fuel surcharges

Industry News

British Airways sees profits rise One of Europe’s biggest carriers, British Airways PLC (BA), posted a 52 percent increase on its profits for the first half on Nov. 2, but lowered its full year forecast because of continuing weakness in the U.S. dollar.

The airline company cited cost-cutting measures and demand for premium tickets for the profits increase.

BA reported net income of $996 million in the six months ended Sept. 30, compared with $656 million last year. Interestingly, overall revenues were down to $9.29 billion from $9.35 billion a year earlier.

“Profits are up and costs are down, building on the steps we took last year,” chief executive officer Willie Walsh said.

BA makes a large portion of its profits from business and first-class customers traveling to and from the United States. Overcrowding caused by tighter security restrictions at Heathrow, limiting passengers to one carry-on bag, has affected its business. Walsh said the airline expected those restrictions to be lifted soon.

In related news, BA is bracing for the Open Skies Treaty to open up the airport to other airlines in April, 2008. Air France-KLM and Delta Air Lines Inc. recently announced a joint venture to offer flights from Heathrow.

On the Web: www.britishairways.com.

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Three cruise companies, Oceania, Carnival Corp. and Regent Seven Seas Cruises, will be adding fuel surcharges to their pricing. Oceania Cruises will tack on $7 per guest, per day, for all reservations not paid in full by Dec. 1, and all reservations made thereafter for published sailings through April 2009.

Carnival Corp. will begin charging an extra $5 per person, per day, on all bookings of cruises departing on or after Feb. 1, 2008, on Carnival Cruise Lines, Costa Cruises, Cunard Line, Holland America Line, Princess Cruises and Yachts of Seabourn. The charge will only apply to the first and second passengers of each stateroom and will not exceed $70 per voyage.

Regent Seven Seas Cruises will charge $7.50 per passenger, per day, for all 2008 cruises not paid in full by Dec. 1.

In other cruise news...

Celebrity Cruises rolled out a new kit Tuesday to help planners book their next meeting or incentive cruise. The kit includes a guide to Celebrity’s fleet, with specs on meeting space, dining choices, accommodations and spa options, as well as an overview of corporate amenities and charter programs.

Contact Ron Gulaskey at rgulaskey@rccl.com. for more info.

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THE INTERNATIONAL EDITION

Ed. Note

We crave to be appreciated… onstant Craving, the memorable song by Canadian singer k.d. lang, might not have been about being appreciated, but craving to be accepted and appreciated is a constant human principal. That’s why this month we have tried to cover a bit of ground with our incentive articles.

Each employee adds or subtracts from the team’s work and worth.

What gives employees incentive to give their best? Recognition of course. This innate need for appreciation is not selfish, it is an authentic desire to be deemed worthy when giving one’s best.

Not just praise, but being valued and appreciated.

From a simple compliment to elaborate recognition saying thank you, it is one of the most common ways of acknowledging cultural values. What we choose to recognize and reward is an expression of a company’s culture. What is done for one person is elevated for appreciation by the masses. In recognition, ceremonies or incentive travel or even with the Christmas parties, we express first hand an organization’s values.

We hope you will enjoy and get ideas from these articles, and as usual please share your experiences with us. And as we are quickly approaching that time of the year remember to share in your good fortune by giving to those less fortunate. It’s a way of saying “Thank you for everything I have” by sharing your good fortune with those of lesser means. As the next edition of The Planner will be mailed during the holidays, I would like to take this opportunity to wish you and your family health and prosperity in the coming New Year.

—Leo Gervais

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In this Issue 6 Greener pastures > Lots of planners pay lip service to greening their business. Sandra Wood provides ample advice and direction on how to produce a green event as a planner and then measure your success properly.

10 Luggage > There is a vast selection of luggage out there, but choosing what works for you is dependent on a few key factors. This informative article examines the best way to shop for luggage and laptop bags to make you a first-class traveler.

12 Making bloopers > Stacey Hanke coaches individuals how to change and improve their communication behavior, but observes that most people don’t realize how unaware they are.

We don’t know what we don’t know!

14 Show managers > Knowing the ins and outs of working with show managers can be invaluable. Barry Siskind provides some insight on what to expect and ask for when dealing with these important suppliers, and how to get what you need for your show.

15 Pandemic influenza > In this third installment, Dr. Pierre Geoffroy

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A SSOCIATE E DITORS

G RAPHIC A RTIST S ALES C IRCULATION C ONTRIBUTORS

Leo Gervais lgervais@theplanner.ca Nathalie Caron ncaron@theplanner.ca Jyl Ashton Cunningham jashton@theplanner.ca Camille Lay clay@theplanner.ca Matt Riopel James Paulson jpaulson@theplanner.ca Tania Joanis, Patricia Lemus Mike Auctor, Anne Biarritz, Jim Clemmer, John Felice, Savika Fowsar, Assunta Gazzerro, Pierre Geoffroy, Stacey Hanke, Barry Siskind, Sandra Wood, Sharon Worsley

2105 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 The Planner is a monthly publication distributed to professional meeting and event planners across Canada.

The Planner uses 30% recycled post-consumer paper.

Poste-publication No. 40934013 4

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examines how knowledge is power for the traveler in the quest to being prepared for the worst case scenarios. Asking lots of questions will help you understand your options.

21 Why training fails > Jim Clemmer is an expert when it comes to training people. He provides ample evidence why “spray and pray” lectures do not usually meet expectations and tells us how to train people better.

30 Nothing but The Best > Jyl Ashton Cunningham has worked on many incentive programs and with dozens of companies. Our savvy associate editor explains what the real key is to making incentive programs work.

November 07

It’s time to move to greener pastures

BY SANDRA WOOD, CMP

ou’ve just been given the “thumbs up” to green up your event, so where do you start?

First of all, I apologize for my use of the word “green.” There are many more politically correct buzzwords like “ecological footprint,” “zero waste,” “carbon neutral” and “environmentally responsible.” Don’t let these terms confuse you, they all have specific meaning.

When in doubt—Google them! “Green” is a friendly way of saying many things, so for the purposes of this article I’m sticking with “green” and I hope you will bear with me.

To get started, take a look at the current goals and objectives for your event and prepare additional ones to reflect what you’re trying to accomplish by going green. This is important and ensures that you and your employer/client are on the same page. Set short- and long-term goals to keep you focused.

Build a strong relationship with your venue because you need their support. Send them your “green wish list” of what you’d like to do and go through it with them. Find out what’s doable because venues are at various levels of being green due to existing infrastructure, potential costs in making changes, city bylaws and provincial laws that govern. For example, some venues still cannot donate leftover food due to city bylaws. So talk to your venue.

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The GMIC can direct you to credible sources and save you a lot of time. This will give you greater confidence when putting forth your ideas.

Be flexible in implementing your guidelines, there are compromises to be made! For example, choosing menu items for your banquet that are locally grown versus organic produce flown in from out of province or country is something you’ll need to ponder. Rest assured that every step you take, no matter how small it might seem, is a step in the right direction.

Set your budget to account for areas where you will save money such as less water bottles, less printing due to electronic media, reduced amounts of shipping. You also need to account for areas that will cost more like supporting a carbon offset program, using 30 percent more expensive post-consumer content paper and bio-diesel buses that can cost double.

Communicate your efforts to your attendees! This is so important and they want to see your sincere efforts.

Project a list of what you have achieved on screen in your plenary and on your conference web page. Have your speaker announce some of the things you achieve each day. Your employer/client needs to pat itself on the back for the efforts it’s making and needs to thank the attendees for their support. This way, everyone feels good, everyone is engaged.

Only speak when you connect with your listener’s eyes.

USE CREDIBLE SOURCES Prepare guidelines that align with your goals and objectives. You don’t have to reinvent the wheel. You probably will write some guidelines yourself, but there are great sample guidelines already available. Take a look at Chapter 30 of the PCMA Professional Meeting Management Book on Comprehensive Strategies for Meetings, Conventions and Events, Fifth Edition, the CIC Green Meeting Report and Environment Canada’s Green Meeting Guide. Ask your colleagues to share any they may have developed as well.

Use credible sources to substantiate the guidelines you prepare. Remember, there are few standards or regulations in existence for much of this so it’s up to you to present your findings and substantiate them. That’s why I recommend you join the Green Meetings Industry Council.

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KEEP THE MOMENTUM GOING Finally, measurable! Do a post-conference green report. Did you meet your goals and objectives? Maybe you even exceeded them. How much did you consume (your carbon footprint)? How much did it cost, where did you save money? Can you do better next year and what steps will you take? Keep the momentum going.

The move to greener pastures is filled with exciting challenges. As “green” becomes the norm it gets easier. For more information, register for the PCMA Canada East Workshop on “Green Your Meetings – From Theory to Reality,” November 30, 2007 at the Chateau Laurier in Ottawa. I look forward to seeing you there and wish you great success with greening your event!

On the Web: www.greenmeetings.info.

Sandra Wood is the Annual Meeting Manager for the Canadian Medical Association in Ottawa, Ontario. She can be reached at: sandra.wood@cma.ca.

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On a cruise, attendees bond through shared experiences CONTINUED FROM PAGE 1

Guests especially appreciate being free from most of the added expenses of a hotel. Lobster anyone?

During the planning stages, the cruise line will assign a dedicated specialist to work with the meeting planner and their travel agent to coordinate all of the requirements of the group. During the event, the ship’s onboard coordinator acts as liaison for the client and the ship’s hotel staff to ensure every need is taken care of, from audiovisual to refreshments.

In terms of networking, teambuilding and fun, a cruise is uniquely positioned to make it happen seamlessly. Guests naturally mingle during social events such as dining or cocktail parties and connect with each other in a variety of other places. Whether it is at the disco, casino, and poolside or at an organized group event during a stop in port, attendees bond through shared experiences.

Out to sea does not mean out of touch either.

Internet access is available at the onboard Internet Café or wirelessly in various “hot spots.” Many ships have introduced cellular service as well, but you will want to check on roaming charges with your provider before deciding to flip open your phone.

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You can now choose to cruise from more North American departure ports then ever, including New York, New Orleans, Los Angeles, Vancouver and more.

The date and length of your event will help narrow your choices. From there, it’s a matter of determining your group’s requirements and finding the cruise line and ship that will best suit your needs.

John Felice is Vice President, Marketing for Expedia CruiseShipCenters. He has taken over 35 cruises and been part of more than a dozen conferences at sea. He can be contacted at: jfelice@cruiseshipcenters.com.

Did you know...

54% of people in small companies* like their jobs a lot, vs. 44% of people in big** companies.

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* Fewer than 50 employees ** 1,000 or more employees Source: Businessweek

November 07

Industry News GST/HST rebate continues for foreign conventions, HAC praises Tory government for its initiatives >

Foreign conventions continue to be exempt from the GST/HST as prescribed in the recent federal budget. Tour packages are also eligible for a GST/HST rebate. This segment of the travel and tourism business generates more than $1.28 billion annually, a significant factor in Canada’s economy.

Last year, hotels had revenues of $17.9 billion, generated value-added of $16.2 billion in all sectors and employed 378,000 people with wages and benefits totalling $8.6 billion.

The Hotel Association of Canada (HAC) congratulated Conservative Finance Minister Jim Flaherty on his recognition of the importance of hotels in the budget and applauded other industry-related initiatives, including: • $50.5 million over two years to improve the Temporary Foreign Workers Program • $30 million a year to support local arts and heritage festivals • $17.6 billion in gas tax and funds for municipalities • $8.8 billion for the national highway system and infrastructure • $1.5 billion for projects cutting air pollution and greenhouse gas emissions • $2.1 billion for borders/gateways including funding for Windsor – Detroit.

The HAC is a federation of provincial and territorial hotel associations, hotel chains, and suppliers with a mandate to represent members nationally and internationally and to provide cost effective services which stimulate and encourage a free market accommodation industry.

On the Web: www.hotelassociation.ca

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Did you know...

that people with large numbers of moles on their body may age more slowly than expected, researchers at King’s College London said recently. A study of 1,800 twins found that very moley skin was linked to an indicator of slower biological ageing.

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Carrying the load has never been easier for business travelers Today’s luggage choices vary in size, style and material Ed. Note: We wanted to provide our readers with practical information about luggage. Who better to inform planners than The Bay, one of Canada’s largest and most trusted retailers? We hope the following article is useful to you. ith the vast selection and variety of luggage available these days, it is hard to know where to start when setting out to make a purchase. A good place to start is to ask yourself, “What am I using this luggage for?” and “How much am I willing to spend?”

“As a luggage expert, I tend to look for the materials that the luggage is made of and then at its design or look,” says Krista Haigh, The Bay’s luggage buyer. “If you focus on what materials you want your bag to be made of, you can start to narrow down your search.”

As one of Canada’s leading luggage retailers, The Bay carries a broad selection of luggage. From a hard-sided case, to a semi-soft or soft case, Haigh explains that each offers unique benefits and durability.

“I am finding that smaller, hardsided cases are increasing in popularity,” says Haigh, “especially as more light-weight models come out like the newest models from Heys.”

When looking at hard-sided cases, which give maximum protection to the contents, they are either made of molten plastic, (usually polypropylene) which is extremely

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Usage and price are two major factors when deciding what type of luggage to buy.

durable, or vinyl, a moderately priced plastic material that comes in a variety of colours. While these cases tend to be more cumbersome, they provide peace of mind when it comes to safeguarding your belongings.

Semi-soft and soft cases, which generally expand with the help of THE

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extendable tops and bottoms, can be constructed out of a variety of materials. Most common are nylon and vinyl. Nylon can be coated, so the bag maintains its appearance, and consumers should check for a durable product with a denier of 400 or more.

November 07

Laptop bags have become a necessity, in either fabric or leather For those willing to spend a little more, ballistic nylon is a durable tear-resistant fabric used in more expensive luggage such as Delsey Helium Breeze.

“Our customers have told us they love this product for its strength, but also because it’s a bit more flexible than a hard case,” says Haigh.

The other choice is leather, which comes in two forms: genuine and split. Genuine leather is the outermost layer of skin, desirable because of its durability, strength and ability to take finish. Split leather consists of the under layers of the skin, which is cheaper, and can be processed to look like any type of leather.

Finally, Haigh points out that the hardware used in the construction of the bag can be very important. Some of the most notable features are the zipper, the handle and wheels. The two most durable zippers are polyester coil, and continuous molded zippers. These two are both very durable and polyester zippers can be rezoned and “healed” should they pop open. The handle is very important to look at when purchasing luggage. The most durable handle—mounted using metal or metalreinforced bases with a number of rivets, screws, or prongs attached to the frame of the case itself—increases the load-bearing area, allowing for easier maneuvering. It is best to look at two and four wheeled pieces that will have improved handling and stability.

For the business traveler, laptop bags have become a necessity. One of the first choices to make is fabric or leather. Leather is durable and formal but fabric comes in a variety of styles and colours for a more personalized feel. Another key consideration is how the laptop should be carried. A tote style with two handles keeps the laptop right under the arm for good control but can feel awkward if something else is carried on the shoulder. Across-the-body styles make it easier for travel.

Backpacks are too casual for some but provide both control and ease of carrying.

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Being informed about these key luggage areas should give you a leg up when faced with the big bag decision.

With this information under your belt, purchasing quality luggage should be a breeze. Now the only question is “What to pack?”

If you’re considering luggage or travel related accessories for corporate gifting this holiday season, or laptop carrying cases for your mobile employees, contact the Hbc Business Development team at 1-866-461-2323.

This article was submitted by The Bay. On the Web: www.hbc.com/bay

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Communication bloopers happen!

BY STACEY HANKE sound like my mother when I say, “Where has the year gone?”

Thank you for being with me in 2007. I was trying to figure out what I should share with you for one last time this year. And then it hit me: Why not share the communication bloopers I’ve seen and heard from my clients throughout the year?

Every year as I travel across the U.S. coaching individuals how to change and improve their communication behavior, I realize how unaware we are. We don’t know what we don’t know. We have a mystery about how we look and sound when we communicate.

Until we see and hear for ourselves what others see and hear, we create a lot of misinterpretations. Yet perceptions are reality.

I’ve realized that what individuals feel when they communicate, nine out of ten times, is different than what their listeners see.

I’ve had many laughs with individuals when they finally realize what their behaviors communicate. Now when I say laughs, it is the type of laughter that both I and my clients learn from. Since we learn the most valuable lessons in life from each other, I wanted to share the top four bloopers of 2007.

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This is exactly what was happening to my client.

Standing tall with his arms relaxed at his sides, he said to me with confidence, “I can do this. I promise not to rock anymore.” As he started to talk, he found the side seams on his pant legs. He continued to pull both pant legs up as he delivered his message to me. I finally stopped him when he had his pant legs pulled up to his knees and I said, “Take a look down.” He glanced down, then slowly looked up at me and burst into laughter. When we finally wiped the last tear from our face after buckling over with laughter, he asked me, “I don’t understand, how can I do an action and not realize I’m doing it?” Until you become aware of your behaviors, you will continue to use them and walk around not knowing what you don’t know.

2. I have shared numerous articles with you on the topic of “How to Interact with Visual Aids.” This topic continues to be a challenge for many individuals. One individual in particular was attending my two-day workshop. His assignment on day two was to deliver a five-minute presentation using a visual aid. In this situation, his visual aid was a presentation board explaining a new marketing campaign. As he began his presentation, within seconds he held up the presentation board in front of his face. He suddenly disappeared and all you could see was the board with a muffled voice coming out from behind it. When he decided to set the board off to the side, he turned to the board and started talking to it. It was the oddest sight to see him having a relationship with his board. As a result, he disconnected with everyone and the energy in the room died as listeners either stared at the board or drifted into space. I stopped his presentation and asked: “Who are you talking to?” He smiled, began to laugh and said, “I’m having a relationship with my board, aren’t I?” The lesson learned: Stop talking to objects. Only speak when you connect with your listeners’ eyes. When you refer to your visual aid (notes, PowerPoint, marketing pieces, etc.) pause, gather your thoughts and give your listeners time to read and understand the visual.

Only speak when you connect with your listener’s eyes.

Top Four Bloopers 1. I was working with a CEO of a Fortune 500 Company, helping him to improve his communication when presenting to large audiences. He had more energy than a two-year-old child. He distributed this energy by rocking back and forth. At the end of our sixhour coaching session I asked him to try one more time to deliver his message standing still for at least two minutes. (Remember, when you are trying to change a behavior you want to train to the extreme. In this case I knew if I could get the CEO to stand for a longer period of time than he really would in front of an audience, he would be more likely to create a new habit of not rocking back and forth). If you are rocking back and forth, pacing or shifting your weight from side –to side, thinking on your feet is going to be very difficult.

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3. Do you know anyone who talks with their hands?

You would be surprised by the number of individuals I work with who never stop moving their hands and arms when they speak.

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Is your energy a distraction?

I was working with a Vice President of Marketing. Her goal was to improve her face-to-face conversations with peers and clients. She agreed to be videotaped during the coaching session. The power of videotaping is the best investment you will ever have in your development, because the video camera does not lie; it allows you to see and hear what others see and hear.

During her first videotaped exercise, she gave me an update on her monthly meetings that she has with her team. At first I wasn’t sure what she was trying to do with her hands. All of her gestures looked the same; her elbows were velcroed to her sides and her arms and hands would not stop moving. I wanted to duck and take a step back to make sure she didn’t hit me in the face. At the end of every gesture she would let her hands drop down from her wrist like a dog begging for food.

I knew she needed to see what her hands were doing. As we began to watch the tape she immediately stopped the tape and asked, “Why didn’t anyone tell me I look like a dog?”

Gestures lose their impact – to create emphasis around your words – when you talk with your hands. It is all about balance and variety. Bring your arms up from your sides when you want to make a point or add emphasis. When the gesture is complete, relax your arms back at your sides. To add variety, use one arm to make a small gesture and add a bigger gesture when you need to give your message more impact.

4. We all have energy when we communicate. The key is to channel the energy to make sure it does not become a distraction rather than an enhancement to your message. I was working with medical sales representatives whose clients were doctors. To better understand their job responsibilities, I spent a day observing their sales calls. One particular sales representative loved to grip her pen when she talked to doctors. She had high energy, which came through in the fidgeting of her pen. One day I was observing her conversation with a doctor and watching her rapid gestures while gripping the pen. As she leaned into the doctor to make her point, her pen started to look like a weapon in her right hand. Just as the doctor started to lean away from her, the pen slipped out of her hand and hit the doctor smack-dab in the middle of his forehead. You can imagine the look on his face. He grabbed his clipboard without saying a word and walked away. After consoling the sales representative we began to work on the how-to’s of addressing a doctor and using a pen only when necessary.

Pay attention to how you are using your energy during conversations. Is it a distraction or are you able to channel your energy to enhance your message? When in doubt, less is more.

I hope these stories have brought some laughter into your day and I wish you continued success!

Stacey Hanke is an executive consultant, author, coach and speaker with 1st Impression Consulting, Inc. in Chicago, Ill. Contact her at: stacey.hanke@1stimpressionconsulting.com or (773) 209-5970.

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Improving your relationship with show management is invaluable

BY BARRY SISKIND

Show managers are more professional now ne vehicle to achieve outstanding success is found in your working relationship with the show manager.

Stephen Hacker, president of the International Association of Exhibits and Events (IAEE) states “The show manager should be a facilitator, not a realtor.” But making the transition for many has been slow and painful.

All companies whether they sell products or services know that customer loyalty is earned. It comes with time, energy and resources. As an exhibitor you are the show manager’s customer and through your relationship you can glean many ideas.

Yet, traditionally exhibitors have shied away from revealing too much to their show manager. Perhaps it is a lack of understanding of the show management’s role or a general mistrust.

During the past decade, show mangers have developed a new level of professionalism. Such professional accreditation as CEM (Certified in Exhibition Management) which is offered by the IAEE as well as dedicated programs offered by many colleges and universities are responsible for this new breed of show managers.

What does this mean to exhibitors? When you have a show manager who understands the long-term implications of running their shows and fairs and having solid relationships with their exhibitors then the opportunities for you are immense. j13

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As an exhibitor, here are some of the things you should expect from your show manager: 1) Exhibit tools and technologies Your show manager should be prepared to help you get a positive return on your investment with such tools as a show lead retrieval system, access to marketing resources such as media lists, pre-registration names and co-op advertising opportunities and successful exhibitor tips.

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2) Honest advice on the appropriateness of investing in the show Not all shows offer equal opportunities. Some are more appropriate for your objectives than others. Prior to sending a deposit you should have a conversation with the show manager to discuss your objectives. You should expect honest feedback on whether the show is the right one for you.

3) A road map for the myriad rules and regulations Although show managers make this information available, rarely will an exhibitor take the time to thoroughly understand the rules and restrictions of a show and the facility. Throwing up their hands, show managers may say, “Exhibitors don’t read all the stuff I send,” and leave it at that. Be proactive and work with your show manager or volunteer for a show committee to develop ways of disseminating information that will be read and understood by all exhibitors.

4) Feedback on your performance Ask the show manager to visit your booth during the show to give you feedback on your performance such as how you compare to the competition, what you could do to improve and how effective were your booth staff. Ask the show manager to report back to you after the show so you can incorporate their comments into your future plans.

5) Networking opportunities with other exhibitors, association representatives, delegates and the media There is more to a show than what can be accomplished at your booth. Your show manager should help facilitate your need to meet as many people at the show as possible.

Ask if the show manager is using any networking software to match delegates and exhibitors. Work closely with your show manager to find ways of extending your reach throughout the show.

It’s no longer a we and them scenario at trade shows.

In order for everyone to win both sides need to make the effort to let each other know what they need and to creatively find solutions so that they both succeed.

••• Visit www.siskindtraining.com/product_free.php to hear Barry Siskind's program Double Your Trade Show Results Guaranteed

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November 07

Avian and pandemic influenza: What the traveler should know, Pt. 3 Knowledge is power, so be informed about potential risks

BY DR. PIERRE GEOFFROY

t is very unlikely that a pandemic will suddenly arise in the midst of your travels or attending a business meeting. Thus it is unnecessary to carry an evacuation plan in your pocket at all times – or is it? A pandemic is one type of emergency. What if you were in New York City when 9/11 occurred? New Orleans when the hurricane hit? Or most recently, in Pakistan, when the political turmoil broke out? Sure, a plan in case of a pandemic is good to have but perhaps it should be a little more generic – like “What do I do if all hell breaks loose in or close to where I am traveling?” In fact, have you ever thought of what you’d do if you or someone accompanying you were seriously sick?

In my clinic people commonly ask about getting a vaccine for hepatitis or yellow fever. That’s it. That’s their plan. They haven’t even considered what they should do to avoid hepatitis in the first place. They never have a plan in case they should get sick. By the way, what is the most common infectious disease people get while traveling?

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Hepatitis A Influenza (seasonal) Yellow Fever Cholera Malaria

Influenza! That’s right it is happening somewhere at sometime in the world. So get your influenza vaccine.

That is a great start to protecting yourself.

Getting back to a pandemic, hopefully you wouldn’t set out on international travel once the WHO has moved to Phase 4 of its alert system (See part 2 for explanation of WHO alert system). In fact, I would try to avoid travel overseas once there is documented sustained human-tohuman transmission. So the first part of an emergency travel plan is to get information prior to leaving – do your homework – check out CDC as I explained in Part 2.

Discover which diseases are endemic to the area you are going to and what necessary precautions you should November 07

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make. Next, imagine something bad happening while you are traveling: For instance, you are in Bangkok and authorities in Indonesia report the worst cluster of human-to-human spread of pandemic influenza. WHO changes its alert system to Phase 4. You are the principle organizer of a large international meeting. On seeing the headlines in the newspaper, guests at the meeting want to know if they should leave? Some are perhaps even panicky. What do you do?

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Ask if they have travel insurance?

Ask if they got their flu shot?

Advise them to wear a mask Explain the significance of Phase 4

Remember: Knowledge is power. Be informed.

Explaining clearly the significance of phase 4 and its immediate dangers is going to help prevent a panic and allow the meeting participants to continue their meeting effectively while, behind the scenes, you are contacting local authorities or CDC.org to find out more. The point is this: The most important part of any plan is being informed and knowing where to get more up-to-date information. Before leaving on an international trip you should know: 1. Contact numbers for your consulate 2. Where to get up-to-date information fast 3. What the risks are (in this instance of a change in the alert phase) 4. Where or how to get emergency funds?

5. All of the above?

I hope you get the plan: be informed. There are too many possible disasters that can occur to have a plan for each one. Being informed, knowing where to get up-to-date information, having a handle on the risks, and knowing what you’ll need now is going to put you ahead. Arm yourself with knowledge before you leave.

That will give you the power to make the difference and save the meeting!

••• Pierre Geoffroy is a family physician practicing near Toronto.

In addition to his clinical activities, he is involved in medicines research and development. You can contact him at: nutritionMD@canada.com.

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Trendy gifts abound for the holidays and 2008

BY NATHALIE CARON hile attending The Motivation Show in Chicago from September 25 to 27, I inquired about hot items to suggest as corporate gifts for the holidays and what would be trendy for 2008.

As an event planner, it is often a headache finding the right corporate gifts for the holidays or for a corporate event. Here are some suggestions that will accommodate either a small or large budget:

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BAGS, CASES AND MAPS Many designers are proposing notebook bags for ladies or cell phone cases in an array of color and material. Some companies specialize in packaging your special items e.g. a bag in the form of a jewel case. They are very creative and can help you create a unique package for your gift. Picnics are trendy this season and many medium- to high-end outdoor products are offered to make these gathering a fun experience.

For the holidays, you can find picnic or wine totes, cooler bags or martini totes as well as tailgating items or fully-insulated and collapsible coolers.

You could also have Michelin maps & guides customized for your group with the name of your program, company or event on the cover page. Another interesting gift, good for any type of occasion or event, is a gift card. There is a wide selection for an almost unlimited amount of items. You can choose from gas, books or music, clothing, outdoor gear or home renovations or decoration, just to name few. Some companies will also give you a discount on the amount you purchase.

Crystal items are interesting items to consider. If you need a trophy or a special item to mark an event, you can find smaller customized items like paper weights or themed items with the name of your group or event engraved into it.

When you think of food as a gift, gift baskets are the first thing that comes to mind because everybody seems to receive them during the holidays. Have you ever thought of sending edible arrangements? This could be a bouquet of flowers made of fruit. You could also look into green products like what some ranches are proposing: Very high quality grass fed beef with no fertilizer or insecticide.

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Candy bars can showcase colorful, unique, hip, and sophisticated packaging with high-end quality products.

If you are thinking about clothing, performance wear is still popular in 2008.

You could also work with a high-end sunglasses company during your event: They display their wares and your delegates or guests can make their free selection according to the shape of their face and the look they prefer. This saves you time, everyone gets a great gift and all the guests leave happy.

ELECTRONIC GADGETS If electronic gifts or gadgets tickle your fancy, here are some ideas for you: Digital picture books or key chains that can hold 15 pictures or more depending on the resolution you choose. You might also consider a laptop essential kit with a gooseneck light, four-port USB hub, numeric key pad and connector cable, highspeed Internet cable, optical mini mouse and earbuds with a microphone.

For sport fans, a wireless sportcaster will keep you up to date with the latest scores of your favorite teams.

You could also have customized USB keys with a unique shape and look. Another item which I found interesting is the new HP digital camera with a touch screen that you can pair with a photosmart printer.

AndrÊ Boutin, the owner of a corporate gift company in Sainte-Adèle, says only your imagination can limit your gift giving. He suggested an incense and scented candle kit to take an aromatherapy break from the daily stress, a wine aerator which will maximize the taste of your favorite wine without having to spend a fortune on a decanter. For sudoku fans, he mentioned an electronic sudoku that you can carry with you. His last suggestion was a small toiletry travel kit.

Here is my final idea for you: If you have clients in Canada, the U.S.A. or in Europe, avoid spending a fortune in customs and shipping fees by using a supplier in the country or area you are shipping to.

Happy shopping for the holiday season!

Nathalie Caron is an associate editor at The Planner.

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November 07

Most training fails so we need to learn ways to make it succeed

BY JIM CLEMMER

ost organizations use their training investments about as strategically as they deploy their office supplies spending. And the impact on customer satisfaction, cost containment or quality improvement is just as useless.

One of the biggest causes of wasted training dollars is ineffective methods. Too often, companies rely on lectures (“spray and pray”), inspirational speeches or videos, discussion groups and simulation exercises.

While these methods may get high marks from participants, research (ignored by many training professionals) shows they rarely change behavior on the job.

Knowing isn't the same as doing; good intentions are too easily crushed by old habits. Theoretical or inspirational training approaches are where the rubber meets the sky.

Another way of wasting dollars is failing to link training with organizational strategies and day-to-day management behavior. What happens in the classroom and what happens back on the job are often worlds apart.

Trainees learn which hoops to jump through, pledge alliance to the current management fad, give their enthusiastic “commitment” to building “the new culture” get their diploma—and then go back to work.

Here are a few steps to using training as a key strategic tool: • Use training technologies that build how-to skills that are highly relevant and immediately applicable.

Research clearly shows far more people act themselves into a new way of thinking than think themselves into a new way of acting. Training that produces tangible results starts by changing behavior, which ultimately changes attitudes. Most executives and many professional trainers (who should know better) get this backward.

• Follow-up on training sessions with on-the-job coaching and support from managers. A Motorola Inc. study has found that those plants where quality improvement training was reinforced by senior management got a $33 return on every dollar invested. Plants providing the same training with no top management follow-up produced a negative return on investment.

An earlier Xerox Inc. study showed trainees retained a paltry 13 percent of skills six months after training if managers failed to provide coaching and support as the skills were being applied.

And Western Gas Marketing Ltd. of Calgary uses its

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performance appraisal system to hold managers accountable for applying the principles that have been taught to them.

• Build training around organizational objectives and strategies. Trainees should immediately see the connection between their new skills and where the organization is going. This makes training more relevant and gets everyone focused on applying their new skills to the organization's key priorities and goals.

• Another key principle is practiced by Vancouverbased Finning Ltd., the world’s largest Caterpillar dealer.

Chief executive James Shepard and his executives are not only first in line for service and quality training, but they are also the trainers delivering sessions to their people.

This trend to “cascade” training down from senior management snaps everyone to attention. Training attendance problems disappear. Results-oriented executives jettison all the nice-to-do, but irrelevant training.

Trainees don’t cross their arms and ask “Is the organization really serious about this stuff?”

In addition, managers achieve a deeper level of skill development when they teach others and are put on the spot to practice what they are now preaching.

Naturalist William Henry Hudson once observed: “You cannot fly like an eagle with the wings of a wren.”

Most training efforts never get off the ground because the methods don’t change behavior or the training is poorly delivered and integrated by the organization.

The waste of money is tragic for such a vital investment in competitiveness—and ultimately Canada’s— standard of living.

••• Jim Clemmer is a bestselling author and internationally acclaimed keynote speaker, workshop/retreat leader, and management team developer on leadership, change, customer focus, culture, teams, and personal growth. For more than 25 years he has delivered over 2.000 customized keynote presentations, workshops, and retreats. Jim’s five international bestselling books include The VIP Strategy, Firing on All Cylinders, Pathways to Performance, Growing the Distance and The Leader's Digest. His website is: www.clemmer.net.

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On the Web: www.theplanner.ca 21

Sudoku Fill each square with a number from 1 to 9 so that every number appears only once in each row, column and cell.

Have fun!

SOME SUDOKU RESOURCES ON THE WEB: • www.websudoku.com •www.sudoweb.com •www.dailysudoku.com •www.sudokupuzz.com

>

F.Y.I.

How did the Christmas seals begin?

Christmas seals were the brainchild of postal clerk Einar HolbØll of Denmark, who had become dismayed at the number of children dying from tuberculosis.

Seeing the large volume of mail coming through his place of work each day, he came up with the idea of selling seals to raise money to help eradicate the disease. The postmaster agreed, and the first Christmas seals were produced in 1904. Within a few years, the idea caught hold in the United States, where its cause was championed by Emily Bissell.

Why are notes taken at a business meeting called “minutes”?

The reason the written records of a meeting are called the minutes is because, in order to keep up, the minute-taker wrote in a shorthand or abbreviation. The word used to describe this condensed writing was minute (my-noot), meaning “small,” and because the spelling is the same, the minutes (my-noots) became minutes. The same circumstances apply to Frederick Chopin’s Minute Waltz: It’s really his small or minute (my-noot) waltz.

Why are dining rooms called “restaurants”?

LEVEL: EASY

Up until 1765, diners were offered only what innkeepers chose to serve. But then, a Paris chef named Boulanger began offering a choice of nourishing soups to passersby and on a board hanging over the door he painted the word “Restaurant,” meaning “to restore.”

Boulanger was so successful that throughout the world dining rooms still display his original sign, “Restaurant,” a promise to restore energy.

Solution, page 33.

2008 Olympic Games and carnet use

LEVEL: INTERMEDIATE

22

Information on The Customs and Freight Manual for the 2008 Beijing Olympic and Paralympic Games is available from the Canadian Chamber of Commerce as well as information concerning the acceptance by Chinese Customs of the use of ATA Carnets for the 2008 Olympic Games.

If you wish to receive a copy and be kept current as information is received by the Canadian Chamber of Commerce, e-mail your request to carnet@chamber.ca.

Your name and coordinates will be included on your mailing list. More detailed information will be circulated by the International Chamber of Commerce as soon as they receive some clarifications from the National Guaranteeing Organization of China.

Solution, page 33

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November 07

Charlevoix has plenty for planners as genuine gems in the ocated less than 100 Parcs Québec network. kms from Quebec City, Easy-to-recognize destithe Charlevoix region is a nation signs mark the destination to consider for road, and along these an incentive. The beauty of two roads you will disits landscape, the quality cover local craft workof its attractions, the heartshops, agro-touristic warming welcome of the farms and outdoor activhoteliers and innkeepers, ity providers. its regional gastronomy as There are other routes well as the variety of its to take to explore this outdoor activities will give beautiful region, includyou plenty to choose from. ing the Charlevoix Flavor Part of the UNESCO Trail. Besides having a World Network of Outdoor activities are one of the main draws to the region. great gastronomical expeBiosphere Reserves, Photo Marc Archambault rience, you can discover Charlevoix covers an area of 6,000 km2. Its two major urban areas are La Malbaie the secrets of farming and processing and get to sample and Baie-Saint-Paul. One part of the former has just been regional flavors at the tables of fine restaurants, hotels designated a National Historic Site of Canada, and the lat- and inns. ter was nominated Cultural Capital of Canada in 2007 in the under 50,000 population category. Cirque du Soleil OUTDOOR SPORTS ABOUND IN THE REGION We should also mention that the region is ideal for originated in Baie-Saint-Paul in the early 1980s. Today, outdoor activities like bikart galleries, museums, ing, hiking, kayaking, fishworkshop museums, hising, whale cruising, sailing toric sites, workshops and golfing, just to name a and craft boutiques few. In winter, snowshoeexpanding from Baieing, cross-country skiing, Saint-Paul throughout the downhill skiing, tobogganregion.

From Quebec City, ing, skating, dogsledding, you access the region via snowmobiling and many Highway 138. To discovothers will allow you to er its quaint villages, two discover stunning sites touristic roads are while taking in the fresh suggested. The first one, air. Let’s not forget Le the Shore Road, links Massif and Mont GrandsBaie-Saint-Paul to La Fonds, a famous pair of Malbaie.

This road Sunrise at Le Massif in Charlevoix: A skiers dream come true. favourite destinations for Photo Marc Archambault follows the majestic St. many skiers.

Lawrence River shoreline, offering endless views of beautiful Isle-aux-Coudres and the mountains as they ACCOMMODATIONS FOR ALL BUDGETS cascade down to the sea. Saint-Joseph-de-la-Rive, les For accommodations, you will find bed and breakÉboulements, Cap-aux-Oies, Saint-Irénée et Pointe-au- fasts to the Fairmont Manoir Richelieu to outfitters and Pic are some of the charming municipalities you will numerous cottages and more — there really is someencounter as you drive along. thing for everyone. And don’t forget the Charlevoix In 2007, the Mountain Road was added to enable the Casino, which offers hours of evening fun in an intimate visitors to discover the mountainous landscape of setting with European flair.

Charlevoix and appreciate its beauty. The major attracOn the Web: www.charlevoixtourism.com/en/ tions of this road include two national parks recognized

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Winter skin care tips Other activities are available for men and women CONTINUED FROM PAGE 18

BY ASSUNTA GAZZERRO ummer is now over and winter is upon us. Your skin needs some basic care in order to get ready for the harsher weather. Because it is exposed daily to the elements like dryness, the cold and the sun, it is important to follow some basic tips to help protect your skin and make you look great. The following steps are good for both men and women (with a few noted exceptions) and can be done at home, providing you purchase the right products for your type of skin. You could also make an appointment with your esthetician, sit back in a chair, relax and enjoy the experience of being pampered by a professional.

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THE COMPLETE TREATMENT The steps below are a complete treatment, so it is recommended to do it on a weekend or a day off.

I will also mention what should be done daily and weekly.

When fall arrives, you should start thinking about moisturizing your skin to give it a boost following the summer months of daily sun exposure and to prepare it for the cold weather and the dryness of various heating systems.

You should start using cleansing milk daily to clean your skin as it will remove the impurities, the makeup, the dust and sebum. It is recommended that you exfoliate once a week to remove the dry cells and for a deeper cleaning of your pores. Then, you can apply a toning lotion (also daily after the cleansing milk if you do not need to exfoliate) with a small cotton pad to remove the leftover milk, exfoliating product and other impurities left behind. The lotion will prepare your skin to maximize the benefits of other skin care products.

Next step will be the mask, applied once a week for regular skin and twice a week for oily skin. You apply a small layer and keep it on for at least 15 minutes.

You remove it with warm water and then rinse your skin with cool water to close the pores.

If you do your treatment in the morning, it is recommended to apply a serum, which can be done daily or when you need it to revitalize your skin and give it a boost.

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A further consideration is travel convenience. By making the journey as stress-free as possible, the rest of the event will run far more smoothly as a result. The last thing any planner wants to hear as delegates arrive is their tales of a horrendous inbound journey, as the experience is almost guaranteed to stay with the travellers until they are heading home. If the journey involves a long drive or second flight after the flight arrives at a hub point, consider offering an optional overnight or significant (four-hour minimum) rest stop in a comfortable hotel, for delegates to freshen up, sleep or have a proper meal. Offering entertainment en route is not always a good idea, as people may be tired or just want to look at the passing scenery. Smaller executive style coaches or stretch SUVs are becoming increasingly popular among groups coming in from multiple destinations, as they can be transferred more efficiently without having to wait for other flights to arrive.

Although lack of snow at ski resorts is not as big an issue in Canada as it has recently been in Europe, it is always worth checking on the snow conditions a year ahead by doing the site inspection in the same month that the event will be held. Also, check overseas vacation times, as they might be different to Canada (especially school breaks) to avoid any surprises.

Some exciting new developments for ski destinations are taking place in the airline industry. As Mont Tremblant continues to develop its airport as arguably the only direct access ski resort (fixed wing) airport in the country, Continental Airlines is now offering a daily direct flight between Newark and Mont Tremblant. At the time of writing, the cost during the Christmas and New Year period was just over $300. Porter Airlines also operates a flight that leaves Toronto Island on a Saturday and returns from Mont Tremblant on a Sunday. The cost was about $350 including taxes for the same time period. Porter is the rising star in the Canadian airline industry, and we look forward to hearing more about their future development.

On the Web: www.flyporter.com

GOOD MEETING FACILITES ARE AVAILABLE Resorts are regularly customizing existing or building new conference and meeting facilities to meet the growing demand for Meet and Recreation-style conferences and events. Fairmont Lake Louise in Alberta recently completed a new 36,000 sq. ft. conference and meeting space, The Mount Temple Wing, which will greatly enhance the services offered at the property.

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Check to see if cellular or Blackberry reception is available Deerhurst Resort in Ontario was one of the resorts to spearhead mixing business with pleasure when they completely revamped their property in 2000. It continues to be one of the most popular Ontario resorts for year-round meetings, combining ski or golf options with business events.

Whistler Blackcomb (CSPEP’s Annual Conference is being held there), has a wealth of wonderful properties within easy walking distance of the state of the art Telus Whistler Conference Centre including the Hilton, Pan Pacific, Four Seasons, Starwood and Fairmont chains, all of which have their own meeting facilities in Whistler for varying sizes of group.

Fitting recreation time effectively around a Meet and Ski program can be a challenge in itself, as only a handful of ski resorts offer skiing at night, typically when meetings are over. Extending the stay would be the obvious solution, however for some groups this may not be economically viable. The following options have been tried and tested by various planners with good results: • Start the meetings after lunch rather than after breakfast, at least three times during the conference. Delegates then have a chance to hit the slopes in the morning.

• Start the meeting very early in the morning, and finish by 1 p.m., leaving the rest of the day free.

• Look at options of having one or two ski runs opened prior to the usual time by the resort. Some will do this for a large enough group.

• Save valuable ski time by pre-ordering any lift tickets or required equipment and have them delivered to each delegate’s room on arrival. Black Tie Skis, a custom ski rental and delivery service, has just recently opened their first franchise in Canada at Whistler.

On the Web: www.blacktieskis.com

insurance for their chosen activity, as having a delegate sign a waiver may not necessarily release the client or the planner from responsibility in case of injury. As medical insurance varies across Canada, confirm that each delegate has medical coverage for at least $10,000, especially if they are coming in from the U.S. or overseas. Each delegate should declare pre-existing medical conditions if any dangerous or high-altitude activity is being considered.

Ski Resorts may not always have the best mobile or Blackberry reception. Check to see whether this is the case, and then let the delegates know ahead of time so they can plan accordingly. A good idea is to offer calling cards to delegates, or negotiate free Internet services with the resort on their behalf. Check that the business centre has a reasonable number of computers for delegate use, or provide for additional ones in the budget for a customized office.

With the Canadian dollar currently being so strong against the U.S. greenback, the urge to head south this winter is very tempting. However, by buying into Canada, you are helping our tourism and the Canadian economy, keeping Canadian people employed and having a wonderful “At Home” experience into the bargain.

Also, it’s really hard to ski on a hot, sandy beach.

Jyl Ashton Cunningham, CMP is an independent meeting and special event planner based in Oakville, Ontario, and Associate Editor of The Planner, Ontario. She can be reached at jashton@theplanner.ca.

• Look for resorts that offer night skiing (Mont SaintAnne, Mont Saint-Sauveur, Bromont, Blue Mountain and Kelowna to name some of the larger ones).

• Provide more time during the day for recreation by continuing meetings into the evening, with a light dinner included.

While skiing is generally the most popular winter resort activity, not everyone yearns for the great outdoors, so plan for other recreational options to be available that are fairly consistent both in length of time and experience value. “Test drive” all the activities ahead of time, to avoid any surprises.

The Planner was told of a recent event experience where guests had been promised a cooking class with an expert chef but which ended up being a slicing and dicing exercise with all the vegetables that the restaurant needed for the day – they were even shouted at for not doing it correctly or fast enough!

As always, make sure everyone has sufficient liability November 07

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Using incentives to motivate your staff

BY SHARON WORSLEY Incentive: The expectation of reward that induces action or motivates effort What company has not thought of, or searched for, ways by which to motivate its staff to greater performance or motivate its customers to buy more of its products or services?

A growing number of companies are rewarding or motivating their staff and customers with travel instead of money.

More and more studies show that monetary incentives are not the best key to gaining loyalty with staff or customers, but instead devising some type of travel reward either as a group or for individual departures is becoming common practice.

Almost every month some report is published citing how many North American workers do not enjoy their job and many are working well below their full potential while customers are proving that loyalty is almost a thing of the past.

WHY TRAVEL INSTEAD OF CASH? In a 2006 survey by Incentive Magazine, 75 percent of respondents found travel incentives a successful tool in motivation, with 53 percent identifying it as very or extremely effective. Another study conducted by SITE (Society of Incentive & Travel Executives) highlighted in their study of Incentives, Motivation & Workplace Performance, that incentive programs can boost employee performance from 25 percent to 44 percent.

Additionally, the 2005 Incentive Federation Study found that travel is remembered much longer than cash.

As a former product manager and meeting planner

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for a large Canadian third party meeting planning company, I have had the pleasure to work on a variety of incentive trips ranging from 12 to 1,000 participants to destinations such as New York, Scottsdale, London, Paris, Puerto Rico and the Cook Islands.

Some were complex with renting private aircraft and involving many travel suppliers to the simpler programs bought through tour operators. Each one was designed to thank the staff or customer for their efforts and loyalty.

I also recall my father, who was a buyer for a duty free store in Sydney, Australia being invited on several incentive trips including Singapore and Fiji as a result of the amount of product purchased for his company, through different suppliers. It was something that he and my mother always looked forward to each year.

BUT WHO TO REWARD? The list is almost endless, with a few mentioned below: • Top performers • Customer incentives to purchase products/services • Customer appreciation/recognition • Sales incentives – to both staff and customers • Part of bonus plans • Outstanding customer service WHERE TO GO AND FOR HOW LONG? Just use your imagination as to the possible destinations, and as for length the typical incentives can range from as little as three nights to seven days.

Part of determining the destination will be the budget allotted. Maybe your budget will only extend to a 3night package to Las Vegas for 20 top producers but if the budget is larger then maybe you can consider a seven-night trip to London for 150 of your best customers or staff.

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Incentive program can be for customers too WHAT IS THE ROI (RETURN ON INVESTMENT)?

Many companies are pleased to receive a return on the investment they make in a travel program with increases in productivity from staff and/or increase in sales volume. A well thought out travel incentive program can be self funded in that the return in productivity and increase in sales contributes to the overall cost outlay.

The challenge often becomes getting management to see and believe that this is a possibility rather than an additional expense to their bottom line.

HOW TO GET STARTED? Here are some items to consider: • What is the objective of setting up a travel incentive?

What do you hope to gain as a result?

• What is the budget available? This will determine the possible destinations and how long the trip will be.

• Who will be invited? Again this will depend on your budget to determine how many people will be participants.

• What destination will you choose and when will the program take place?

• Who can help? Remember you don’t have to do this on your own. There are many companies and professionals available to assist in whatever area you require.

• What next?

• Program kick off – Have a plan to launch the program so that everyone knows what is involved to qualify.

• Promotional material–this will serve to motivate staff and customers to participate.

• Advising the winners – Will there be a big announcement or discreet letters sent to the individuals?

• The details – You will want to ensure that everyone knows what is involved, costs covered and next steps.

• Running the program for maximum effect – Don’t rush putting together a program as you want it to be a quality experience.

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• Don’t skimp on the details–if you don’t have a big budget for the extras then consider changing the destination or reducing the total number of nights.

• Make it a lasting experience–remember why you want to run the incentive and the results you wish to obtain.

Ultimately you will want the participants to feel that whatever they did to be part of the trip was totally worthwhile.

MANY COMPANIES SPECIALIZE IN INCENTIVES An incentive program is an excellent way for an employer to demonstrate their appreciation to their staff for going the extra mile, great customer service and possibly sales achieved.

As a reward to customers, a company can show its appreciation for business given in a climate where there is much competition and little long-term loyalty. This is an excellent way to recognize such loyalty while solidifying the relationship for years to come.

A growing number of companies are now rewarding their key customers or staff with exceptional experiences traveling to amazing destinations.

This has increased so much that now, more than ever, companies who specialize in putting together the program for companies—from its inception to invitations and promotion right down to the intricate travel plans— include having their staff onsite at the destination to make the whole event seamless.

••• Sharon Worsley, CEO of Live With Intent, is a personal leadership coach and motivational speaker. Her signature keynote ‘Live By Choice, Not By Chance’ assists individuals and organizations to become clear on how they can ensure the quality of their life or organization. Sharon can be reached at sharon@livewithintent.com.

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D AT E B O O K Upcoming Events November 27-29 European Incentive & Business Travel Meetings Exhibition, Fira Gran Via, Montjuic 2, Barcelona, Spain. Contact: EIBTM, (011) 44-20-8910-7870, www.eibtm.com.

November 28-December 2 National Coalition of Black Meeting Planners, Fall Conference, Hyatt Regency Miami. Contact: (202) 628-3952, www.ncbmp.com.

December 3-6 International Luxury Market, ILTM 2007, Palais des Festivals et des Congrès, Cannes, France. Contact: (011) 44-208-910-7917, www.site-intl.org.

December 6-9 Society of Incentive & Travel Executives, International Conference, Hyatt Regency, Monterey, Calif. Contact: (312) 673-4713, www.site-intl.org.

December 10-12 International Association of Exhibitions and Events, EXPO! EXPO!, Mandalay Bay Convention Centre, Las Vegas, Nev. Contact: (972) 458-8002, www.iaee.com.

January 6-8, 2008 Financial & Insurance Conference Planners, Northeast Chapter Winter Meeting, Marriott Downtown, Hartford, Conn. Contact: (312) 245-1023, www.iaee.ficpnet.

Have an event? E-mail us at info@theplanner.ca.

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Websites of

interest

Cell phone underwater www.wikihow.com/save-a-wet-cell-phone It’s hard not to go wild when your cell phone gets wet.

The best thing to do (aside from remaining calm) is taking the battery out and drying the phone. But if you’re the type that usually gets their phone wet, consider buying a waterresistant one. Makers of the Fujitsu Fe703i claim this phone can last underwater for up to 30 minutes! But it was launched in Japan and isn’t offered in North America. Some models sold here that can survive getting wet include Nextel’s i580 made by Motorola and UTStarcom’s G’zOne offered by Verizon Wireless.

If you need tips on how to save your cell phone after its been dropped underwater, you can checkout WikiHow’s seven-step guide at the site.

Virtual PC www.microsoft.com/windows/products/winfamily/virtualpc Having problems with your Window’s Vista? Check out this site where you can get Microsoft Virtual PC. The program is free, and with it you can operate and go to and from different windows as well as files between various Windows programs. The application does this by making virtual machines on your computer. In addition to this, the program allows you to use various operating systems at the same time like Vista and XP. Previous Windows programs like Windows NT, 2000, 98, and OS/2 can also be used on Virtual PC. If you’re thinking about changing the Windows program used at your office and want to be cautious, you can install the version of your choice and do various trials with it on Virtual PC.

If you have a Website you think planners might find useful, send us a note at: info@theplanner.ca.

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November 07

Quebec’s ice cider making strides Ice wine has become a digestif of choice for many discerning wine drinkers. But there is another choice people should consider for their palates—ice cider. The following is some background and facts about cider, made from apples, and its ice cider offshoot.

According to Historians Cider is one of the world’s oldest alcoholic beverages. Saint Jérôme wrote that the Hebrews drank “Shekar” while Diodore of Sicily talked about the Greeks’ “Sikera” and the Romans’ “Sicera.”

Those darned Sulpicians!

In 1650, the Sulpicians planted the first apple orchard and built the first cider press on the slopes of Mount Royal on the island of Montreal. By 1705, they produced around 30 barrels every year for their personal use and to be sold to other congregations and individuals. In the 1850s, the Lemoyne family on Île Ste-Hélène and Charles Penner in Lasalle were producing large quantities of cider that were shipped to Ontario, NewEngland and even the Caribbean!

maturity. A dark era for cider in Quebec was starting.

A True Revival!

Thanks to the courage, hard work, and relentlessness of proud artisans, Quebec ciders came back to life in 1988 when the first artisanal permits were granted. These products are proof of Quebec’s cider producers’ know-how, focused on excellence.

Cider from Quebec has reclaimed its place in Quebecers’ hearts.

The Golden Age! Cider’s new popularity has grown even more since 2000 with the arrival of new, original products such as mistelles and ice ciders. The unique taste, roundness, and personality of Quebec’s artisanal ciders make them irresistible. They deserve to be our preferred choice among Quebec products. Recently, Quebec ciders have earned their stay on the shelves of the Société des Alcools du Québec.

Moreover, ice cider is currently taking its first steps to be marketed abroad and experts predict significant opportunities in the near future.

Ice Cider This product, invented in Quebec, is unique to the region since the climate is the only one favourable to its production. This makes Quebec a pioneer in ice cider production.

The most significant distinction of ice cider is the presence of residual sugar which makes it an ample-bodied product that tests between 11% and 20% alcohol. It also keeps well.

Ice cider is a sweet cider produced from the concentrated must of apples picked late in the season. The juice is concentrated through a natural process before the product goes into fermentation. Just as with an ice wine, the fruits destined to produce ice cider are frozen naturally. No sugar nor additives are added to ice cider.

On the Web: www.cidreduquebec.com.

Illegal!

Around 1921, the provincial government established the liquor commission and forgot to include cider in its legislation which made it illegal until 1970! Although its production was illegal, cider was always popular among Quebecers who discreetly found ways to get their hands on the forbidden fruit.

Euphoria and Decline!

From 1970 to 1974, when cider was first reborn, it got so popular that producers, unable to meet the demand, started marketing industrial ciders that were somewhat acidic because of the product’s lack of November 07

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Incentives: Nothing but The Best

BY JYL ASHTON CUNNINGHAM, CMP

few years ago I was pitching on an incentive trip with a large but struggling IT company, designed to reward the top sales associates in the company.

The Marketing Director was fairly new and anxious to make her mark. Before we even began our presentation, she gave a stifled yawn and in front of several top executives said, “You realize that this group has seen and done it all, travelled widely - experienced real excitement in their lives. They are totally jaded and need something that will truly wow them.” Before I could stop myself, I replied, very politely, “Perhaps it isn’t the events that are jading them, have you considered it might be the products you are giving them to sell, or the hours they spend selling them”.

Needless to say, I didn’t get the contract and the company went under a short while later, however it got me thinking about how people are rewarded these days for a job well done. It used to be a bonus at the end of the year, a discreet envelope with a hand written Thank You card from the boss and a nice fat cheque.

Nowadays high achieving groups are cannon balled across the globe once or twice a year, to experience things most people can only dream about, often in five days or less. The only drawback might be that those same people are potentially so drained from working crazy hours that they don’t have the energy to fully appreciate the time and effort spent on making sure they have a fabulous junket designed to refuel their batteries for the next long series of 80 hour weeks that they typically put in. Then another incentive trip as a reward for working so hard, and so it goes on.

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REWARDS ARE APPRECIATED Despite any of the above challenges though, it seems that such rewards are greatly appreciated, as one top IT sales person told me. “An incentive trip whether in Canada or abroad is an unmatched opportunity to just lose myself with my spouse, to truly let go and relax, whilst experiencing the best the world has to offer me and not have to think about anything except putting my clothes on in the morning. For four days I am the King of my world, and I’ve worked hard to earn that right”.

He continued by explaining that he earns so much money, that a bonus would just be swallowed up by taxes, and because some minor business components are included in the trip, it could (at least for him, not his spouse) be written off by the company as a tax deduction.

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(Speaking of tax deductions, check out the new improved rules on GST rebates for overseas visitors attending conferences and trade shows in Canada. http://www.cra-arc.gc.ca/E/pub/gi/gi-028/gi-028-e.pdf, or simply Google FCTIP).

If we are to believe the Marketing Director who claims it is impossible to impress anyone anymore, what can be done to improve the incentive experience? The top of any incentive planner’s list would be to expect absolutely impeccable service from start to finish, and the next thing would be to know and understand the client fully, especially any cultural differences between visitor and country that may need to be addressed, then make sure that all the event partners are fully educated on the group demographics. This can be more easily said than done, as even the most prestigious venues and experiences get it wrong sometimes, through no other fault than lack of knowledge about their guests. I was recently met by a friendly enough greeter at the airport, whilst on a very high-end trip, whose opening remark as I approached him was, “I was looking out for a man!”. Not the best welcome I have ever had and with a correctly prepared manifest he would have known that he was actually meeting a woman. The mistake continued throughout the trip, with several hotel receptionists being most apologetic for assuming I was male because “You spell your name funny”.

MEET ALL OF YOUR SUPPLIERS When carrying out a site inspection, make sure to meet all the suppliers, even if they are highly recommended and contracted by the DMC, from the Meet and Greet personnel to the housekeeping staff. Interview the tour guides and make sure their personalities fit the group demographic – strong accents or strange senses of humour can frustrate and even offend people. If necessary, stay a couple of extra days and do a full runthrough of how the event will unfold, experiencing everything that the guests will experience. This might sound like common sense, but how many times have planners booked helicopter rides or guided tours up volcanos, for example, without test running them for themselves to see what their group will see? When being shown around the beautiful bedrooms or suites that your delegates will be using, check that electrical outlets are located near mirrors – something taken for granted here in North America, however not so common in Europe, where electrical outlets are not permitted in bathrooms, which is really annoying when running round trying to plug in a hair dryer.

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Sandals Resorts caters to the incentive market It is equally important to educate the delegates themselves on the type of places they are going to be visiting. For example, Americans visiting Britain might not realize that jeans and golf shirts are not suitable dress for dinner in certain venues, especially golf resorts (ironically) and private clubs, although it is perfectly acceptable attire in the United States.

One idea to enhance the Nothing But The Best experience might be to bring in a representative from the country to be visited, or to take the group to a Consulate for an introduction to the customs and culture (assuming the group is all travelling from the same city). The host country representative could also be an actor, for example an English butler or valet who could hand deliver the initial invitation, then give advice “à la Jeeves” on the type of clothing needed for each part of the incentive experience. Perhaps a teaser gift of a tie for a gentleman and an evening bag for a lady, could be presented, to drop a gentle hint that dressing for dinner is expected. The important thing is to educate without offending, so bringing humour into the mix is often the best tactic.

On knowing what to include in a Nothing But The Best incentive, the list is endless. Exquisite food and wines are a given, however the way they are served can always be enhanced by the surprise factor. I was once told of an Australian venue, The Open Werribee Zoo, where a banking group from London were being entertained with pre-dinner drinks and hors d’oeuvre. After an hour or so, the lights went down and the window drapes were drawn back to reveal French doors opening onto a clearing in what was essentially a jungle, all beautifully lit by torches, with a barbecue meal and Aboriginal musicians and dancers to complete the stunning effect. In Europe, renovated castles and stately homes have become “The” venues to hold incentives, with the old traditions of grand balls and dances, and stately dinners being revived as entertainment.

CRUISES ARE ALWAYS POPULAR Luxury island cruises are still among the most popular ways of rewarding an employee for a job well done and Caribbean and Central American resorts rise to the occasion beautifully, with customized programs for any respectable budget. A new resort in the Dominican Republic, The Sivory Punta Cana, is the ultimate in luxury, with private outdoor plunge pools and idyllic views from gorgeous suites. www.emamarketing.com Many companies like Sandals Resorts have designed their properties specifically to meet the incentive market demand, with a self contained experience where tipping is forbidden and close to perfect service.

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The all-inclusive price, although generally very high, holds no hidden surprises, which makes budgeting a breeze.

As each part of the globe becomes exhausted by the increasingly discerning traveller, venues become more incredible. In Dubai for example, a second indoor artificial ski slope is being built, even bigger than the 400 foot one constructed two years ago - the Dubai Sunny Mountain Ski Dome in Dubailand which is due to open in 2008. It will provide a “great attraction, featuring a revolving ski slope, an artificial mountain range, an ice bridge, a cable lift, a snow maze, an ice slide, polar bears, cold water-aquaria and special sound and light effects.”

On the Web: www.skidubai.com.

CANADA IS A POPULAR INCENTIVE DESTINATION Bringing incentive groups to Canada used to be somewhat of an anomaly, however we now rise to the occasion with the best of them. Tigh Na Mara, a resort on Vancouver Island, British Columbia, for example, retains the log cabin appeal of how the world might envisage life in Canada to be, whilst offering luxury and pampering in fabulous surroundings. An incredibly authentic looking grotto, which is actually man-made, houses a huge spa area, and a restaurant built on stilts gives the effect of eating in the treetops. Combined with the ability to do group beach parties, and outstanding accommodations, an incentive trip here would be anyone’s idea of heaven.

Canadian cuisine is becoming famous throughout the world, with Canadian game meat being marketed as a healthy entrée option, buffalo and caribou being considerably lower in cholesterol than beef. West coast candied salmon is a rare treat, and east coast scallops and lobster sought after worldwide. Incentives to Canada inevitably and rightly embrace our cosmopolitan culture, although the “True North” is fast becoming a destination in itself, at a hefty price.

Canada denotes adventure, the great outdoors and wildlife, and incentive travel here is only limited by the imagination of the person designing the experience.

Fortunately we have vivid imaginations here and bringing groups to our beautiful cities, coasts and countryside should be a regular occurrence. With Arctic cruises operating out of Vancouver, whale watching cruises and fall colour cruises out of Quebec and Nova Scotia, Canadians have the ability to combine gastronomic pleasures with some of the most magnificent scenery on the planet.

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Hotel News London’s Savoy Hotel has been frequented by many celebrities over the years including The Beatles, Marilyn Monroe and painter Claude Monet.

Photo courtesy of Fairmont Hotels

SAVOY HOTEL TO BE REFURBISHED BY 2009 It is the place where the dish Peach Melba was created. Oscar Wilde entertained his gay lover there and sex siren Marlene Dietrich claimed to have a lover on every floor of the hotel.

Built on the site of a former palace, the five-star Savoy Hotel was opened by Richard D’Oyly Carte in 1889 and was regarded as the most modern hotel in the world, the first to boast hot and cold running water and electric lighting throughout.

Following the purchase of the world-famous hotel by Canadian company Fairmont Hotels in 2005, the West End landmark—which can cost between $500 and $1,000 for a room - is to undergo a major programme of refurbishment, including some of the 263 guest rooms, bars, restaurants and the Savoy court.

Architect Pierre-Yves Rochon, who is well known for his work on the Four Seasons Georges V in Paris and the L’Hermitage in La Baule, will complete the work in 2009.

“It is going to be a new chapter in the Savoy’s grand history,” says Kiaran Macdonald who has been the hotel’s manager for just over a year. “It’s not the end of the book just yet.

“All the plans and drawings for the new look are under wraps but when we do close on December 14 the plan is to hold on to much of the Edwardian and Art Deco that has made the Savoy famous. We just want to spruce it up. We want to keep a consistency in the theme so when we do reopen people will once again gasp ‘Ah, The Savoy.’”

“Of course we are going to lose a lot of money during the closure but if it's something worth doing, it is worth doing it well. We would not want our guests staying and having to put up with noise and workmen everywhere.

“It is behind the scenes that needs the work. The building is 118 years old and things like infrastructure and plumbing need work. We don't have the best at the moment and this is what we want,” concluded Kiaran.

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Along with the staff, much of the luxury furniture, including lighting, mirrors and art will also be finding alternative homes when Bonhams holds an auction in December. A number of items will have “no reserve,” meaning they could go for as little as $40.

Kiaran added: “The auction will be a chance for us to share some of our past with collectors, loyal guests and anyone who has strong memories of the Savoy.”

The three-day sale is expected to raise more than $2 million, with lots from 215 bedrooms and suites.

There will also be selected items from The Savoy Hotel's public areas including The Lobby, The Upper Thames Foyer, The Thames Foyer, The Beaufort Room, The River Restaurant, The Manhattan and Parlour Bars and The Abraham Lincoln Room.

HAMPTON HOTELS TURNS UP ITS NOSE AT SCENT TREND The current lodging rage for signature scents hasn’t moved Hampton Hotels to jump aboard the bandwagon.

In fact the company, which includes Hampton Inns and Hampton Inn and Suites, has announced a chain-wide “Non-Scents” program based on research that guests want their rooms to smell fresh and clean rather than retain the odour of cleaning products, perfume or cigarette smoke.

A recent Hampton-commissioned survey of 1,000 people who had stayed in hotels found that 76% of respondents noticed a distinctive scent during their hotel stay, that cigarettes are the most hated smell and that more than half want their room to be odour free. Two thirds of respondents in a room with a bad smell complained, asked for a discount or refund, or cancelled their reservation.

Hampton housekeepers now use Febreeze Linen & Sky fabric refreshers or air fresheners to neutralize odours.

MAKING A CLEAN THROWAWAY Have you ever wondered what hotels do with those slivers of soap that are left over in their room? At the Fairmont Queen Elizabeth in Montreal, those slivers of soap are turned over to a local company called Laboratoire Dermoderm, which mixes them with volcanic stone to make a cream that removes substances such as paint, grease, tar and ink from the hands of artists, gardeners and mechanics.

AT THE SAVOY HOTEL...

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3-FOOT HIGH BLACK SCULPTED ALABASTER CAT, IS USED AS AN EXTRA GUEST WHEN THIRTEEN DINE, TO STAVE OFF BAD LUCK. HE IS GIVEN A FULL PLACE SETTING. A

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Hotel News

PIERRE NEW YORK CLOSING ITS DOORS

IT’S A BIRD, IT’S A PLANE IT’S… SUPERFOODS! As part of Westin’s ongoing commitment to personal renewal they are teaming up with SuperFoods Partners LLC, owners of the SuperFoodsRx brand to become the first hotel brand to create a SuperFoods focused menu for their guests.

Superfoods, known for being health-enhancing and rich in antioxidants and phyto-nutrients, will be the main ingredient in Westin signature dishes such as banana oatmeal brulé, green-tea-infused salmon and molten dark chocolate cake.

The initiative, which is currently rolling out in 25 Westin hotels in the U.S. and Canada, will go global in 2008 with the introduction of the Westin Signature Breakfast, a SuperFoods breakfast selection that will be offered at all Westin properties.

To kick off the launch in Asia Pacific, all the 23 Westin hotels in the region will start to introduce SuperFoods items in their in-room dining menus.

In addition to incorporating the SuperFoodsRx theme, Westin’s new menu features enhanced design including crisp imagery and improved readability.

The menu is the latest in a string of initiatives rolled out recently with a focus on personal renewal, including the recent formation of the Westin Renewal Council, a panel of six lifestyle expertswho advise the brand on wellness initiatives.

The council provides a full range of advice to help guests and non-guests alike lead happier, more fulfilling lives via a newly launched website.

On the Web: www.findrenewal.com.

The 200-room Pierre New York, operated by Taj Hotels Resorts and Palaces, will close its guest rooms on Jan. 1 to begin the second phase of renovations. All guest rooms, corridors, public spaces, the hotel bar and Cafe Pierre will be upgraded, at an estimated cost of $100 million. January 2007 saw completion of the first phase, which included a revamp to the Grand Ballroom, the Cotillion Room and foyer. All banquet facilities, which total more than 18,000 square feet of space, will remain open during the renovation. The property will begin taking reservations for the newly renovated rooms in late 2008, and the hotel will reopen in early 2009.

On the Web: www.tajhotels.com/pierre

ACCOR LOOKS TO UPGRADE 120 SOFITEL PROPERTIES TO LUXURY CATEGORY French hotel group Accor will upgrade 120 of its Sofitel properties from upmarket to the luxury category, and seven properties will fall under its new Sofitel Legends banner. Launching in 2009 will be a boutique-style brand called So by Sofitel. In December, 35 Sofitel properties will be rebranded under Accor’s new Pullman brand (a rebirth of an old name once used by Accor), which is aimed mainly at business travelers.

On the Web: www.sofitel.com ANSWER EASY SUDOKU FROM PAGE 22

ANSWER MEDIUM SUDOKU FROM PAGE 22

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

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The Rocky Mountaineer is Nurture your skin an overland experience with night cream CONTINUED FROM PAGE 31

CONTINUED FROM PAGE 24

For something with a little more excitement and if time is not a limiting factor, work with a company like Adventure Canada.

The 20 year old Port Credit (Mississauga) based business is among an exciting fleet of entrepreneurs wooing the traveller that is, quote, “eager to set sail for remote, spectacular venues — places too expensive and/or difficult for most adventure seekers to get to on their own.”

On the Web: www.adventurecanada.com.

For overland experiences, head for The Rocky Mountaineer, the only passenger train to operate through the Rockies during daylight hours, and travel Gold Leaf Service of course.

On the Web: www.rockymountaineer.com.

You could use it if you have an excess sebum or if your skin is much dryer than usual or if your skin is aging. Then, finish with your daily cream.

In the evening, using a night cream after removing your makeup is recommended. It will nurture your skin and allow it to regenerate.

Here’s a special treatment for your lips due the cold weather and the dryness of your house: Use a good lip balm for your lips. Some balms have a SPF and they could also help prevent wrinkles if you start being concerned with those. You could use it every day if you want to have luscious lips at all times.

It doesn’t get much better

FOR MEN ONLY You could do all of the above except instead of using a cleansing milk, you might prefer to look for a foaming gel. Your skin is also exposed daily and you should take good care of it.

Jyl Ashton Cunningham, CMP is an independent meeting and special event planner based in Oakville, Ontario, and Associate Editor of The Planner, Ontario. Jyl welcomes your comments and can be reached at jashton@theplanner.ca or info@jaacevents.com.

Assunta Gazzerro is a seasoned esthetician and the owner of Ciao Bella and will gladly provide you with advice and recommendations.

You can reach her at: info@institutciaobella.com or at (514) 335-2007.

For more information visit www.institutciaobella.com.

Nothing but The Best. than this.

Wired for conferences At its annual conference, the International Association of Conference Centers revealed the first results of an ongoing survey of its 300 members conducted by Fairfax, Va.-based Bare International. This report found the following characteristics at 139 conference centers studied.

Centers equipped with T-1 Lines

88%

Have wireless Internet access

91%

Provide high-speed Internet access

93%

Offer in-house audiovisual services

95%

Book meetings for groups of 75 or fewer

95%

Have conference planners on staff

100%

Source: International Association of Conference Centers www.iacconline.org

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