June 2007

The Laurentians: Quebec at its best

BY JYL ASHTON CUNNINGHAM henever many planners think of The Laurentians as a destination, Mont Tremblant is generally the first resort area on their list, and justifiably so for the most part. However, there are many other beautiful and exciting towns and areas to discover in this vast mountainous region of over 22,000 square kilometres. Extending from West to East, The Laurentians are bordered by the Outaouais area, right over to another beautiful part of Quebec, Lanaudière. Topographically, the region is divided into two areas, the Lower and Upper Laurentians, each of which has developed activities suited to its existence.

The area was named in the mid-19th Century by François-Xavier Garneau, after the St. Lawrence River which runs parallel to the mountain range. There is evidence of habitation as early as 4,000 B.C. by AmeriIndians, who in the mid-17th Century traded furs with the first Europeans in the area, the French. It was almost a century later when American Loyalists, largely of Scottish and Irish descent, began to settle in The Laurentians.

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The developments that have taken place even over the last 20 years in the region have been outstanding.

Mont Tremblant has metamorphosized into an internationally-famous, year-round resort that would give any European or American destination a run for its money.

Parc Mont Tremblant is a ZEC region (Controlled Zones of Exploitation) so much of the area will remain unspoiled, despite huge developments at the resort itself.

The natural reserves, including Rouge-Matawin et Papineau-Labelle are beautiful places to visit and a tour of the region is a must for any group.

Things to do Golf For those who appreciate the countryside by including a sport, Golf is an essential pastime in the short summer months, and with countless excellent courses throughout the Laurentian region, golfers will not be disappointed. Most of the hotels have either their own private golf courses (Giant at Fairmont for example) or access to one close by.

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THE INTERNATIONAL EDITION

Ed. Note

Every little bit counts...

At the Planner, we are conscious that every printed page is a page consumed. So as of next month, we will pay a bit more for our paper and we will use 100 percent recycled paper. One way in which you can help is by telling us if you do not wish to receive our publication so we can unsubscribe you from our mailing list. Why waste paper if it is not necessary?

In fact, you can do the same for all the magazines you receive.

If they are just sitting around collecting dust because you don’t have time to read them, why not cancel your subscription and save a few trees in the process? Did you know that every tree provides enough oxygen for three people to breathe?

The recycling firm we work with, EnviroVision PFR, sent us a certificate recently which stated that we had saved 13 trees by the amount of paper we recycled and 28 trees by buying recycled paper from the period from January 1 to May 31, 2007. This total of 41 trees was equivalent to more than half a football field and about 50 percent of the emissions of a car on an annual basis.

I believe this is one of the reasons people have trouble becoming more eco-friendly – they don’t have ways to gauge their efforts. But when you can measure it, you can manage it. When people can see the evidence that their efforts are making, it gives us a sense of satisfaction that something concrete is being done. I challenge every planner reading this to get involved because every little bit counts.

So in this edition, you will find a plethora of articles, information and tips to help you become more green as a planner and help the environment at the same time.

Leo Gervais

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PLANNER E DITOR

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P UBLISHER

A SSOCIATE E DITORS G RAPHIC A RTIST S ALES C IRCULATION C ONTRIBUTORS

Leo Gervais lgervais@theplanner.ca Camille Lay clay@theplanner.ca Jyl Ashton Cunningham jashton@theplanner.ca Matt Riopel James Paulson jpaulson@theplanner.ca Tania Joanis, Patricia Lemus Mike Auctor, Vanessa Baudry, Anne Biarritz, Elaine Charal, Jim Clemmer, Savika Fowsar, Stacey Hanke, Barry Siskind, 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

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> All writing can be difficult, but doing proposals presents any planner with formidable challenges. Jyl Ashton Cunningham looks at ways to do it better.

12 Communication styles > Are you a controller, collaborator, analyzer or socializer? Longtime columnist Stacey Hanke looks at ways to dissect your style and adapt to the way others communicate in order to be more effective in your job.

16 Microsoft Project > We’ve all used Word, PowerPoint and Excel.

But there is a great program from the world’s most famous software developer that can improve your workflow and is NOT difficult to learn.

22 Summer books > After working five months at a breakneck pace, perhaps it is now time to sit back, enjoy the rays of the summer and read a good book. A few of our readers offered some suggestions of books they enjoyed and which they think you will as well.

24 Exhibit builders > Most planners will spend months planning what they will say and provide at tradeshows. But our expert columnist Barry Siskind tells us why you need to get a professional exhibit builder to really succeed.

28 A planner profile > Everyone was a rookie planner at one time, and Sharon Worsley provides an engaging profile on Marion Bakes, a woman who has plenty of things to say about the industry and what it takes to succeed in it.

30 Handwriting analysis > There are few things as distinctive and personal as handwriting. Leading expert Elaine Charal explains the importance of handwriting in a number of activities.

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

In this Issue 10 Writing proposals that work

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Impressive spas, restaurants and hidden gems abound CONTINUED FROM PAGE 3

Rates range from reasonable to hefty, but are still much less than comparable courses in the U.S. and Europe. Recommended would be Club Link’s Le Maître, just outside the old village of Tremblant, La Belle and La Bête at Gray Rocks Resort and Le Diable in Tremblant If you are not particularly ecologically conscious, look no further for entertainment than the famous race track, Le Circuit, set right in the middle of Tremblant Village. For anywhere between $8,000 and $15,000 per day (venue rental only, add catering, staffing, medical etc), the experience is well worth the cost. Learn how to drive defensively, do a little friendly racing or simply watch the experts to see how it’s done.

On the Web: www.lecircuit.com.

Spas If ever a region had a niche market, spas would be synonymous with The Laurentians, where luxury, pampering and self-indulgence are taken to the extreme.

There is something completely decadent about giving in to the relaxation of a full day spa treatment and hotels are cashing in on the experience. The beautiful spa at Hotel Lac Carling, just a little north of Lachute, an hour from Montreal is very reasonably priced and offers many different treatments. www.lacarling.com. You are spoiled for choice in Mont Tremblant and Saint-Sauveur for hotel spas too numerous to mention here. For a diverse experience, try the Polar Bears Club, whose name aptly describes the winter pastime of enjoying a sauna then jumping into a sub-zero swimming hole. A day at the sauna and jacuzzi starts at $35. The club also offers 55minute Swedish massages, manicures and pedicures, facials, exfoliation and algae and mud or chocolate baths.

There are also non-residential spas for shorter treatments and day stays, the most well-known being La Scandinavie, where saunas, whirlpool baths, a beautiful waterfall and massages are the main treatments offered.

Just remember to ask guests to sign a waiver stating that they are in good health with no heart conditions or organ transplants and not pregnant, as these conditions are not good in spas.

Shopping Not everyone wants to be active or pampered. For some the lure of the stores is too tempting and there are many options open to the discerning shopper. Saint-Sauveur has an impressive outlet mall, not too much high-end merchandise, lots of sports and casual wear and a Cadbury store which is irresistible to chocoholics.

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For an easy commute from Mont Tremblant, Saint Jovite is a beautiful Quebec village. Most of the stores are on the main street with a wonderful array of original artworks, clothing and furniture. It’s fun just to browse there.

Float Planing With so many lakes in the Laurentians, it is a musthave experience to take to the skies and look at everything from up high. Float planes can also take groups to remote areas for fishing or hunting. Check for reputable, fully-insured companies, preferably through a DMC or Tourisme Quebec.

Places to Stay There are over 100 excellent, good and fair hotels throughout the Laurentians, many of which are completely self-contained resorts. Marketing for hotels in The Laurentians has its own special charm. Where else would someone openly advertise their property as “Shabby Chic” as a recent Google search uncovered for the Hotel l’Esterel. Apparently planners and guests are not deterred by the description, preferring the fabulous views, personalized service and delicious cuisine to boutique style bedrooms, constant renovations and upgrades.

Hotel l’Esterel is located just east of St Sauveur and 40 minutes south of Mont Tremblant in the namesake town and is ideal for smaller meetings with maximum 100 guests (single occupancy) and several breakouts for up to 40 people.

On the Web: www.esterel.com.

Another hidden gem at exit 64 off 15 in Ste Adele, is Hotel Mont Gabriel, a rustic multi-level property with very distinctive gates. Set atop Mont Gabriel, the rustic charm is enhanced greatly by the incredible food and again, personalized service. The banquet staff go to great lengths to ensure a pleasant experience. A favourite event for delegates at Hotel Mont Gabriel is an al-fresco dinner on the patio area, with a gourmet barbecue.

On the Web: www.montgabriel.com.

Manoir Saint-Sauveur, situated in the heart of StSauveur is one of the largest hotel and convention centres in The Laurentians, with over 300 elegantly decorated bedrooms and over 20,000 square feet of conference and meeting space, including two ballrooms, two exhibition halls and 20 conference rooms.

It is an ideal destination property as well, being personal enough in design to accommodate smaller groups as required. Check out their menus on the website for some truly amazing dishes.

On the Web: www.manoir-st-sauveur.com.

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A year-round destination For the true high-end boutique experience, Quintessence is one of Mont Tremblant’s more recent and completely fabulous properties, perfect for a long weekend incentive for groups of up to 30 well-heeled couples.

On the Web: www.hotelquintessence.com.

If you require an accessible venue, always check first, as many of the hotels and lodges have split levels, some of which are not wheelchair friendly.

People to See The Laurentians region is a year-round destination, with so much to do that it would be impossible to cover everything available here. Winter sports and summer festivals are the norm, and I recommend contacting Tourisme Quebec as a first stop. If you prefer dealing directly with a DMC, JPDL is reputable and has an office in Saint Jovite, just outside Mont Tremblant.

On the Web: www.jpdl.com.

Champagne and Roses are based in Mont Tremblant and are preferred wedding planners to many hotels in the region. They have excellent resources, including inhouse dĂŠcor and florals, and are a delight to work with.

As a wedding planner from outside The Laurentians, you will appreciate their support and professionalism in working with you to give any bride the event of her

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dreams. Their website is full of helpful hints, timelines and ideas to make the day special.

On the Web: www.champagneroses.ca.

One of the owners of Champagne & Roses has also recently launched a corporate gift company, RKW Collection. The company is special and they donate a portion of the profits from sales to Foster Parents Plan, helping children in need towards a better life and education.

On the Web: www.rkwcollection.com.

The Laurentians have come a long way in the last 25 years, with large hotel chains and corporations moving in to improve local employment and amenities in a previously rough diamond. However history is never forgotten here, a mix of imposing religious architecture, interpretation museums, antique stores and heritage sites. Traditional entertainment of fiddles, songs and the inevitable spoons will never go out of fashion, and it is the mix of a pioneering spirit of the past with an entrepreneurial and visionary future combining to give one of the most beautiful areas in the world, that perfect blend of old and new. Go soon!

Special thanks to Rachel Ware for sharing her knowledge of the Laurentians which was invaluable in the writing of this article.

Jyl Ashton Cunningham is owner of JAAC Events in Oakville Ontario, and Associate Editor (Ontario) to The Planner. Jyl welcomes your comments and can be reached at jashton@theplanner.ca or info@jaacevents.com

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The Laurentians, Facts and Figures • 21,508 sq. km of fresh air • More than 9,000 lakes and rivers • 800 km of trails for snowmobiling, in-line skating, cycling, hiking and cross-country skiing • 48 public golf courses • More than 7,200 hotel rooms • 30 independent or in-hotel spas and health centres and growing • Restaurants too numerous to mention • A Congress Bureau with more than 21 advisors ready to help planners • For more info: 1-800-561-6673 • Web site: www.laurentides.com

> GREEN NEWS & IDEAS

Green hotels can be profitable Attendees at Hotel Developers conference in Rancho Mirage, Calif. revealed some interesting ideas about the pioneering trend towards green hotels.

According to Wen-I Chang, President of Altman Hospitality Group Inc., whose company built the unique Gaia Napa Valley Hotel and Spa, green is a “mind set.” The Gaia hotel is one of a kind — a fully environmentally sustainable hotel — a model of what a green hotel can be.

The hotel was built with sustainable and recycled materials: new growth lumber certified through the Forest Steward Council (FSC); paint, sealants, carpets and adhesives with low VOC (volatile organic compound); carpets, tiles and granites that include recycled materials. All construction waste from the project was recycled. A ductless energy system, and lighting with solar tubes provide the hotel with big savings in energy costs. The hotel has achieved a 46 percent reduction in water through low flow showers and toilets, and the property’s koi pond uses recycled water from the site, which is filtered and cleaned prior to entering the pond.

Green relates to the community Deirdre Wallace, President of the Ambrose Group LLP, is at the forefront of developing “eco-boutique” hotels. After the successful launch of The Ambrose Hotel in Santa Monica in 2003, the company is developing the Ray Hotel In Venice, California, which has been called the “greenest urban hotel” in the U.S. Deirdre believes that "greenness" is linked with community. “It's about our history and it’s about our legacy," she says.

"Building green puts back the green that development takes away."

While local communities often fight against hotel developments in their backyards, the Ray Hotel was embraced by the Venice Beach community in its earliest stages. “We made a point to go to the community early and to work with them to develop a property that added value to the community,” she says.

So what does it “cost” to be “green”?

But what does this cost? Tom Ito says that LEED rated buildings do not necessary cost more than others.

Their firm’s City Center project received generous tax breaks on the property as well as on the sales tax of construction materials. When you also factor in the long-term energy savings from green projects, he says, “Green hotels are not as costly as you might expect.”

The Ambrose Group also were the beneficiary of tax credits for the Hotel Ray project.

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> GREEN NEWS & IDEAS

Use A/V for signage Today’s digital technology offers planners an alternative to the regular signage they might need made of fibreboard, wood or plastic. CCR in Toronto offer digital plasma signage as an alternative. Some advantages are: • You could save time and money because you eliminate the need to print and distribute static signs every time you change your message. Renting a plasma screen will cost more but savings will be seen over time.

• A digital sign has more “stopping power” to get customers’ attention.

• You can make money on your sign by selling advertising time to suppliers.

It’s hard to compare apples to oranges, but a 42 X 20 inch sign digitally printed on sintra would cost between $80$100. A 42” plasma screen rents for about $500 per day.

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

Trams in Montreal?

If Montreal Mayor Gérald Tremblay has his way, Montreal, Quebec will have trams, or streetcars, travelling the streets of Montreal again. Tremblay’s newlyunveiled transport plan would see the return of trams by 2011, after a 50-year absence.

Check-in at the Fairmont a breeze

LEVEL: EASY

Solution, page 34.

LEVEL: INTERMEDIATE

Solution, page 34.

Computers at the check-in desks at Fairmont Hotels will now be powered by wind energy.

The North America hotel group has purchased EcoLogo certified wind power for 249 check-in computers which will result in a greenhouse gas reduction of almost 100 tonnes over the next year.

For the first year hotels purchased a total of 116 megawatt hours of wind power through the pembina Institute, a non-profit environmental organization.

“Given the current emphasis on reduced greenhouse gas emissions, it is important for Fairmont to continue to support sustainable technology,” says Michelle White, Fairmont’s manager for environmental affairs.

Eco-certification program to address growing interest by consumers North America’s first comprehensive eco-certification program designed to address growing consumer and travel industry interest in understanding the environmental, socio-cultural and economic impacts of travel and tourism, and supporting responsible business practices is being offered jointly by Sustainable Travel International (STI) and NSF International starting at $200 (USD) On the Web: www.ecocertification.org.

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

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Writing solid proposals takes skill

BY JYL ASHTON CUNNINGHAM

3. Research and research some more

nyone who has to write proposals as part of their job as a planner understands the creative, budgetary and even technical challenges that go with the task. Combine those challenges with the need to either have the edge on competitors or to constantly upstage what was done at the same conference the previous year for probably the same budget and it can seem a daunting task even for a pro.

As with all other aspects of meeting planning, there are some golden rules to follow when writing proposals.

Here are my top ten do’s and don’ts:

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1. Demonstrate that you understand the mandate The opening lines of any proposal should clearly outline the goals and objectives of the event, as you understand them. If at all possible, have an in-depth telephone interview with the client, your boss, the event committee chair, the bride or whoever it may be before starting the proposal and make copious notes or even record the conversation (with permission).

Ask questions such as what was done in the past, what worked and what was a disaster – don’t be shy to ask the latter – it’s amazing how much you can learn as people recap their worst nightmares. There might even be an opportunity for humour, just don’t share your own bad experiences at this stage.

If the proposal is in Request for Proposal (RFP) format, the mandate will be clearly outlined and the idea here is to address each point exactly as written. Save a copy of the RFP then delete all the irrelevant material, concentrating on the key elements and answering them in order. Government RFPs regularly have to be addressed in this manner or they can be arbitrarily rejected.

2. Sell yourself gently While we are largely taught from an early age to promote ourselves, to ooze self confidence and to brag about our achievements, it is often advisable to give a more gentle and concise overview of your relevant business experience and a practical outline of why your company, or you personally, would be the best person to deliver on the proposal requirements. References, past events and testimonials are all useful tools here and will carry more weight than a self-gratifying autobiography.

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Everything that you repropose should be up-to-theminute information and should be available at the required time. Put a tentative hold on venues, and confirm that you have done so in the proposal. Even if you have used a hotel before, or had a great experience on a Caribbean island with a previous event, make sure the same level of service is still available before proposing it. Check that weather or civil disturbances haven’t ruined your idyllic setting before you sell it again, and confirm that the price hasn’t tripled due to a sudden influx of tourism or currency change. When the Euro was introduced for example, some previously inexpensive destinations almost doubled their prices overnight.

If naming vendors (not always recommended unless required), be sure that their services continue to be as reputable as the last time you used them. If venues use in-house services that you aren’t familiar with, check them out thoroughly and ask for references.

Costing the event is probably the most important research that you will have to carry out, as without accurate costing you could well be out of pocket before the event is over. Cost everything you can possibly think of, then pare it down to a per person scenario.

4. Stay within budget Sounds pretty obvious, however it’s surprising how many people go over budget in the initial proposal, assuming a budget has been suggested. If you truly believe that more money could be made available then at least offer a “within budget” concept with optional upgrades.

The only credible reasons to presume a flexible budget are a previous history with the same client or serious insider information about the finances.

5. Avoid itemizing costs While the shopping list scenario is a popular way to go for many businesses, do you really want your clients to be able to pick and choose bits out of a proposal that are dependent on the whole strategic and visual concept? It is much safer to give an overall budget for a networking event for example, than it is to itemize by line.

The only area where itemizing is a good idea is with fixed and variable costs, as these have a direct impact on per person costing and any budgets where tickets or registrations are being sold.

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Solid research leads to planning success 6. Honesty is the best policy It’s very easy to embellish the truth in a proposal, somewhat like in a resumé. However, it is also extremely likely that you will be found out eventually and the little white lies will come back to haunt you. If you are bidding on a medical conference and the only medical experience you have is visiting your doctor, the chances are your deception posing as an experienced medical conference planner will be discovered in the opening paragraph and you will have wasted your time. Stay within your realm of expertise. For example, if extensive audio visual is required, partner with a reputable business such as AVTEC or Ruoff & Company, and explain in the proposal why you have done so. Your honesty will be rewarded as you have shown yourself to be resourceful and practical when you are outside your own particular box.

7. Stand and deliver Don’t ever propose something unless you are 120 percent certain you can deliver the goods. It could be something as tangible as an elephant to carry the groom through the streets of Toronto at a fabulous Indian wedding or an impossible promise that you will dedicate 100 hours a week personally to the conference or event preparation, no matter what else comes up. If you promise the world and deliver an atlas you might get the contract, but it’s highly unlikely to be a repeat experience and you might even get fired, sued or, at the minimum, the client may refuse to pay for your services.

8. Keep it simple If the proposal is for a multi-faceted event, combining a conference with evening and off-site events, keep your initial proposal simple and don’t be tempted to theme anything, unless you already have the conference

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title with which to work and have been asked to be creative. Giving too many details away in the initial proposal can be risky, as the client may feel they have enough information to go it alone.

Make reference to any committees or decision makers that may be mentioned in the RFP, explaining that all options are subject to approval and discussion before committing to any theme, venue or supplier.

9. Make it attractive Give subtle references to ideas and concepts without committing to any particular trend. Use words like “relaxed lounge atmosphere” for a networking or cocktail reception and emphasize the taste of food rather than the way it looks, in order to get your audience’s interest peaked. Keep décor theming to a colour palette that can always be elaborated on at a later stage if a conference or event theme evolves.

10. Curb your urges (and enthusiasm) Unbridled enthusiasm is essential and well justified, but being overenthusiastic is not recommended. For example, using four exclamation marks to show how interesting something will be or elongating words to emphasize the excitement and potential mood being generated in a proposal are simply annoying and not effective. Save the theatrics for the presentation stage, which you have a better chance of reaching if your proposal is well written and grammatically correct.

By making sure that anything in your proposal is available, affordable and attainable, you set yourself up to be successful in the next stage of the game, the Presentation.

Watch this space for more on that in a future issue.

Jyl Ashton Cunningham CMP is a meeting planner and freelance writer based in Oakville, Ontario. Jyl welcomes your feedback on her articles and can be reached at: info@jaacevents.com.

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Communication styles: What is your impact on others?

BY STACEY HANKE e cannot “not” communicate.

Our non-verbal behavior speaks volumes whether we realize it or not.

We’ve heard it before; “Know who you’re talking to and adapt your communication style to your listeners’ style.” As many times as we’ve heard these words to be the key for creating and managing relationships, I observe the opposite to be true. Whether I’m observing a speaker or sales representative, or having a one-on-one conversation, it’s obvious their messages are about them.

They’re oblivious to reading their listeners’ non-verbal and verbal cues. This is not that difficult to do. Imagine where you could take your relationships with others if you took the time to listen to what works for them.

We have preferences – certain skills and behaviors that make us who we are. Recognizing styles in yourself and others can help you influence and build relationships and become a better communicator.

There are a variety of instruments that identify individual communication styles. For the purpose of this article, I’ve chosen the four communication styles by Swiss psychologist Carl Jung. This instrument is easy to follow and apply. These styles are based on tendencies to be task-oriented vs. people-oriented and easygoing vs. take-charge (Figure I). While these are simplifications, tendencies of the four styles are: • Controller – takes charge and wants control of themselves, others and situations. Task-oriented, drivers and are only focused on the end goal.

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• Collaborator – easygoing, relationship-oriented, and enjoy working with people to work towards consensus.

• Analyzer – detail-oriented, logical thinkers and analyze others and situations. Work best alone to come up with solutions therefore may take more time to make a decision and take action.

• Socializer – outgoing, thrive on change and enjoy meeting people. They get their energy from others and therefore work best when brainstorming with others to make a decision and take action.

By being aware of your communication preference, you’ll have a better understanding of how others perceive you. The ability to recognize and adapt to your listeners’ communication styles will make them feel like you’ve taken the time to listen and focus on their needs. This results in a positive experience and strengthens the relationship.

You cannot be 100% sure what a person means through their non-verbal behavior. You can look for consistencies in their gestures, eye movement, tone of voice and facial expressions.

• Controller – direct, prefer to be in control, sense of urgency, louder volume and express limited to no emotion.

• Collaborator –appear relaxed, ask a lot of questions, have a win-win attitude, hesitant to make decisions and highly emotional with an expressive tone.

• Analyzer – cautious, logical thinkers, soft-spoken, monotone voice, limited eye contact and facial expressions.

• Socializer – outspoken, quick to make a decision, assertive, fast talker, express how they’re feeling through gestures, facial expressions and tone.

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Be open to other people’s styles When communicating with a...

• Controller – get to the point, state what’s in it for them and ask straightforward questions.

C o m m u n i c a t e confidently with a clear and concise message. Avoid the clutter and fluff.

• Collaborator – show an interest in them, listen patiently and give them a good “feel” about your message or what you’re asking them to do.

• Analyzer – avoid small talk, present facts and data, provide details and the process you’ll follow to service them.

• Socializer – show interest in them, be upbeat, tie their personal experiences to your message.

What does your communication style communicate to others? Does your serious expression communicate you don’t want to be there?

Does the lack of eye contact communicate you’re disinterested? Does your quick rate of speech communicate you’re in a hurry and don’t have time for them?

• Ask for feedback from you peers • Audiotape yourself to hear what others hear • Take time to observe the behaviors of people you admire and follow their lead.

Five characteristics for being flexible and open to others’ style: • Good listener – ask questions to learn more, listen to non-verbal behavior.

• Open to change – be willing to change your mind, look for alternatives and work with others to resolve conflict.

• Learners – be willing to learn new

behaviors and what makes others tick, ask for feedback.

• Positive – learn from your mistakes and move on, be proactive and take responsibility.

• Respectful and sensitive – accept differences and show appreciation for others, and change your behavior to match your listener.

If your listener’s facial expressions, eye contact, tone of voice or gestures concern you, check it out.

• Ask if they have questions.

• Ask for their opinion, thoughts and what’s important to them.

• Ask if they need clarification.

Take this five-minute challenge: During your next conversation listen to the other person’s non-verbal behavior. Pay attention to your reaction – are you willing to adjust your style and your message to grab their attention? Is your message for you or for them?

You can develop most of the above skills that don’t come naturally to you. They’re worth taking the time to develop because of the positive results you will receive.

• Influence your listener to take action • Avoid misinterpretation • Build a stronger relationship “Minds are like parachutes; they work best when open.”

–Lord Thomas Dewar •••

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.

On the Web: www.theplanner.ca June 07

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Did you know...

According to research from Bowling Green State and Penn State universities, the bigger the employee’s smile, the happier the customer. Managers should create an environment that encourages genuine smiles, the study suggested.

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Canada has something for everyone

BY NATHALIE CARON This month, we have selected some of the top summer festivals across Canada. We have classified them chronologically into three categories: Maritimes, Center and Western Canada. It was difficult to choose, as there are so many interesting festivals, we tried to choose festivals to which we thought you could bring a group, and where everyone would find something to their taste. Enjoy!

The Maritimes Lobsterpalooza from May 28 to July 1 (Cabot Trail). A new one this year, this festival is a culinary experience showcasing Maritime tradition and seafood led by our lobster heritage! www.lobsterpalooza.ca.

Tall Ships Nova Scotia Festival 2007 from July 13 to 16 (Halifax). Atlantic Canada’s most spectacular seaside festival featuring the largest gathering of tall ships in North America in 2007.

It will start in Halifax and the continue on in select ports throughout the province until July 25. www.tallshipnovascotia.com.

21st TD Canada Trust Atlantic Jazz Festival from July 13 to 21 (Halifax). Gather on Halifax’s international stage and experience nine days of musical excellence. www.jazzeast.com Halifax International Busker Festival from August 10 to 18 (Halifax). Whether it’s jugglers, fire-breathers, contortionists or musicians... the Busker Festival has it all.

Celtic Colours International Festival from October 5 to 13 (Across Cape Breton Island). Held for nine days every year, this unique celebration is the largest in North America.

Central Canada Niagara New Vintage Festival from June 9 to 17 (St. Catharines, Niagara Falls region). What better time to visit Ontario’s wine country than early summer for the New Vintage Niagara Festival, a time of growth and re-birth among the 16,000 acres of vineyards. Be the first to taste what the New Vintage has to offer. www.niagarawinefestival.com.

Burlington Sound of Music Festival from June 14 to 17 (Burlington). Four days of fabulous music. Several stages set up along waterfront and downtown featuring jazz, folk, rock, pop, country, blues, Latin, Celtic. www.soundofmusic.on.ca.

Air Show Ottawa from June 16 to 17 (Kanata). Air show providing both an educational and historic view on the aviation industry, highlighting Canadian military and aircrafts from private collections. www.airshowottawa.com.

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Festival International de Jazz de Montreal from June 28 to July 8 (Montreal). Gigantic summer music celebration from noon to midnight everyday, right in the heart of downtown Montreal.

An immense city block is closed to traffic, to the pure enjoyment of pedestrians. More than 350 free concerts on 10 exterior stages. www.montrealjazzfest.com.

It’s your Festival from June 29 to July 2 (Hamilton). Canada’s 139th birthday celebration featuring, 150 arts and craft booths, 25 food of the world booths, local and international performers and Ontario Youth Talent Search. www.itsyourfestival.ca.

Friendship Festival from June 30 to July 4 (Fort Erie, Niagara region). International celebration of culture and heritage shared by Canada and United States. www.friendshipfestival.com Fringe of Toronto Theatre Festival from July 4 to 15 (Toronto) Toronto’s largest theatre festival featuring over 130 unique productions ranging from dramas to musical extravaganzas to improvisation. www.fringetoronto.com.

Festival d’été de Québec from July 5 to 15 (Quebec City).

Recognized internationally, this event celebrates its 40th year and proposes a large variety of exterior shows in the heart of Old City. It makes for a spectacular confection rich in talented artists with several major exclusive performances. www.infofestival.com.

Mondial des cultures de Drummondville from July 5 to 15 (Drummondville). The heritage of people from here and abroad links up in an ambiance of friendship and sharing. Dance, music and culture will be meeting. www.mondialdescultures.com.

Toronto Grand Prix from July 6 to 8 (Toronto). Three days of international racing featuring the stars and cars of the Champ Car World Series, Champ Car Atlantic Championship and the SCCA Speedworld Championships. www.grandprixtoronto.com.

Cisco Ottawa Bluesfest from July 6 to 15 (Ottawa). Multiple stages in the heart of Canada’s capital, an explosion of blues, roots and popular music. www.ottawabluesfest.ca.

Just for laughs Festival from July 8 to 29 (Montreal). In 25 years this Festival has grown from a two-night French language comedy show into the world’s largest comedy event that includes gala performances, theatre and club show, comedic film and open-air verves. Every summer 700 international artists delight 2 million festivalgoers with over 1,500 shows and performance.

Ottawa International Chamber Music Festival from July 21 to August 4 (Ottawa). The world’s largest chamber music festival with 250 renowned musicians performing at over 100 concerts. www.chamberfest.com.

SAQ New France Festival from August 1 to 5 (Quebec City).

The SAQ New France Festival has been celebrating the arrival of the first Europeans on North American soil. This year the festival will be celebrating the theme of Game and Entertainment. It’s the perfect opportunity to dress up in period costume and take a trip back in time right in the heart of Old Québec. www.nouvellefrance.qc.ca.

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June 07

SummerWorks Theatre Festival from August 2 to 12 (Toronto). Forty new Canadian plays by the country’s most promising and engaging theatre artists. All that in 11 days. www.summerworks.ca Rogers Cup Tennis from August 4 to 12 (Montreal). Nine days of tennis competition showcasing the best tennis players in the world. This year, the men will play in Montreal. www.rogerscup.com.

Rogers Cup Tennis from August 11 to 19 (Toronto). Nine days of tennis competition showcasing the best tennis players in the world.

This year, the women will play in Toronto. www.rogerscup.com.

Canadian National Exhibition from August 17 to September 3 (Toronto). One of the largest annual fairs in North America, it is an end of summer celebration. It offers a diversity of entertainment, feature exhibits, a large carnival, international exhibits and cuisine, shopping, agricultural exhibits, a 3-day air show and much more. www.theex.com.

Western Canada TD Canada Trust International Jazz Festival from June 22 to July 1st (Vancouver). Some of the biggest names in jazz take the stage at 40 venues in the Vancouver area. In addition, a free, two-day New Orleans-style street festival is held in historic Gastown. www.coastaljazz.ca.

SaskTel Saskatchewan Jazz Festival from June 22 to July 1 (Saskatoon, Regina, North Battleford, Prince Albert and Moose Jaw). This festival celebrates jazz and a whole lot more.

From jazz to blues to funk to soul, the festival presents some of the finest musicians in the world. www.saskjazz.com.

Yukon River Quest Canoe & Kayak Race from June 27 to July 1. Every summer paddlers are challenged in a world class wilderness event, a race to the midnight sun. The Yukon River Quest is the longest canoe and kayak race in the world. www.yukonriverquest.com.

Calgary Exhibition and Stampede July 6 to 15 (Calgary).

Put on your jeans and your cowboy hat and come have fun. www.calgarystampede.com The Great Plains Comedy Festival from July 9 to 15 (Saskatoon). Western Canada’s largest comedy festival featuring comedians from across North America. www.saskatooncomedyfestival.com.

A Taste of Saskatchewan from July 17 to 22 (Saskatoon). A Taste of Saskatchewan is Saskatoon's festival of fabulous food from over 30 of Saskatoon finest restaurants featuring entertainment from over 50 Saskatchewan bands. www.tasteofsaskatchewan.ca.

A Taste of Edmonton from July 19 to 28 (Edmonton). The most sought-after festival of Edmonton, around 40 restaurants June 07

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will prepare a savory and a sweet dish for you to sample.

Culinary demonstrations and music to be expected as well. www.eventsedmonton.ca.

The Victoria Summer Music Festival on July 24, 26 and 28 (Victoria). Chamber music of the highest order by internationally acclaimed musicians www.vsmf.org/vsmf/.

HSBC Celebration of Light July 25 and 28, August 1 and 4 (Vancouver). International Fireworks competition where three countries will try to amaze you with a spectacular show. www.hsbccelebrationoflight.com.

Calgary Folk Music Festival July 26 to 29 (Calgary). With more than 40 acts on four stages, Prince’s Island is alive with the best folk music. 403-233-0904.

Festival Vancouver from August 5 to 19 (Vancouver).

A summer music festival featuring national and international artists performing orchestra, choral, world and chamber music, jazz and opera. www.festivalvancouver.bc.ca.

Edmonton Folk Music Festival 2007 from August 9 to 12 (Edmonton). The Edmonton Folk Music Festival offers an eclectic mix of music for all tastes. Situated in Gallagher Park in Edmonton's scenic river valley. www.edmontonfolkfest.org.

Calgary International ReggaeFest August 11 to 18 (Calgary). Swing your hips to the sound of Caribbean music. www.calgaryreggaefestival.com.

Edmonton International Fringe Theatre Festival 2007 from August 16 to 26 (Edmonton). The largest Fringe Festival on the continent will feature more than 130 unjuried & uncensored shows from around the world. The 26th annual festival will welcome 500,000 visitors as it presents more than 1000 performances on the indoor and outdoor stages. www.fringetheatreadventures.ca.

Blues International Presents – The 9th Annual Edmonton’s Labatt Blues Festival from August 24 to 26 (Edmonton). Western Canada's Premier Blues Event, every August in Edmonton's scenic River Valley in Hawrelak Park at The Heritage Amphitheatre. www.bluesinternationalltd.com.

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Microsoft Project can help planners

BY LEO GERVAIS lanners are basically project managers. And while it is true that projects can vary in complexity and details, there are always tasks, timelines, stakeholders and costs.

Therefore, a project can be defined as a unique undertaking that has a clearly defined start and finish and requires the management of time, resources, cost and quality.

It is the uniqueness of a project (usually an event) and the uncertainty around its achievement that makes the management of it an art.

One popular project management software is Microsoft Project. It provides “robust project management tools with the right blend of usability, power, and flexibility, so you can manage projects more efficiently and effectively,” according to Microsoft’s Web site.

Irwin Rodrigues, Director of Project Management for Microsoft Project Business, spoke with The Planner recently to discuss the software.

Planner: What exactly is Microsoft Project?

Irwin Rodrigues: We started off as a desktop software based on scheduling (in 1990), but have evolved into a much broader set of tools, technologies and services. It’s not as scheduling centric as it used to be, it’s now really more of a work management platform. And we have a server product that allows collaboration in a way that never existed in the past. Think of it as a single version of the truth.

P: Who might use the software?

IR: We used to focus on project managers, but today we focus on executives or senior people who want visibility into how a project is doing, the project managers who are on point to deliver on time and budget and other team members. All stakeholders, even vendors, can work with the server product via the Web. A small company or person with virtually no

P

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Microsoft Project can help you be a more effective manager.

IT resources could use our hosted version through Project Host at www.epmconnect.com.

P: So what are the three main reasons a planner should consider using Microsoft Project?

IR: First, I would say visibility. They will see all the moving parts of a project with the server solution.

Secondly, stakeholders can communicate and everyone is getting that “single version of the truth.”

And finally, Microsoft Project is for the masses, and incorporates a lot of software people already use like Excel and Outlook, for example.

One great feature of Project is it allows “what-ifs?” to make changes to the project and see the effect of those changes before finalizing your plan. And of course, once your plan is in action, it allows progress to be tracked so that you can make adjustments to keep on target.

So if you are wondering how to keep all your projects on budget and on time, consider taking a look at Microsoft Project.

On the Web: http://office.microsoft.com On the Web: www.epmconnect.com

PLANNER

June 07

We need to find work we love

BY JIM CLEMMER

“You are not here merely to make a living. You are here in order to enable the world to live more amply, with greater vision, with a finer spirit of hope and achievement. You are here to enrich the world, and you impoverish yourself if you forget the errand.”

— Woodrow Wilson, 28th American president If we’re going to be an effective energy leader, then our work can’t be work. We need a job that isn't a job, it’s a joy. When I love what I’m doing, I never have to go to work again. If I didn’t love the personal and organization improvement field, I wouldn’t study, note, and file hundreds of books and magazines each year. I wouldn’t produce the dozens of columns and articles I’ve written. If it were truly work, you couldn’t pay me enough to disrupt our family life and invest the huge amount of time and fussy detailed work involved in writing books. If I didn’t love designing and delivering improvement workshops or speaking at meetings and conventions, traveling to and standing in front of yet another group would be true drudgery.

I am often asked how I develop the discipline to research, prepare, write, etc. What discipline? That’s assuming I have to force myself to do this work. On the contrary, my problem is disciplining myself to not let my work completely take over my life. That’s because my work is highly aligned with my life purpose, vision, and values. So I am not working today, I am using this day to move one step closer to fulfilling a major part of why I exist.

We need to either find the work we love, or learn to love the work we have. Get passionate or get out. This is where some people succumb to the Victimitis Virus.

"How can I do my life’s work when I am working flat out just to pay the bills now?" they ask. Well, if my current work isn’t energizing me so I can energize and lead others, I have four choices: (1) Do nothing but wish for my "fairy job mother" to magically appear and straighten out my life, (2) Get out of management so I stop dragging others down to my low energy level, (3) Figure out what my personal vision, values, and purpose are and transform my current job into my life’s work, (4) Figure out what my ideal job is and go find or create it.

The good news is we can find or create our ideal job.

Career counsellor, Dick Bolles’ multi-million copy bestseller, What Color Is Your Parachute? has been edited and updated every year since it was first published in 1970. I have found it very helpful in clarifying my life’s work and identifying my ideal job. In another of his June 07

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excellent career management books, The Three Boxes of Life, Bolles reports on his ongoing and extensive career research: “In the National Career Development Project, we have amassed a lot of evidence that. . . people of every imaginable background, age, sex, race, education, and skills can deliberately set about to find a job that gives them a sense of meaning and mission in life.”

The bad news is, if we haven’t done much thinking in this area already, it takes a lot of hard, agonizing work to figure out where we want to go and why. Then the real time consuming and most difficult effort is transforming ourselves into that person, developing the skills we need and capitalizing on and creating our opportunities to move forward.

I decided in 1976 that I wanted to be a professional speaker. I gave my first paid presentation (after hundreds of unpaid ones) in 1985 (I felt I had to earn the right to give advice to others and learn how to deliver it effectively first). With my first book, it took four years and about 1,400 hours of part-time evening and weekend work to go from concept to holding the completed book in my hands.

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. During the last 25 years he has delivered over two thousand customized keynote presentations, workshops, and retreats.

His Web site is: www.clemmer.net.

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Summer books

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here’s nothing like a good book for summer reading. Here are some suggestions from our readers.

Eat, Pray, Love by Elizabeth Gilbert A fantastic read! A wonderful and comically entertaining story of a woman’s healing journey through Italy, India and Indonesia.

AND The Invitation by Oriah Mountain Dreamer Poignant words that reach right down into the heart and leave you yearning for your own “soul work.” ~ Krystina Roberts Also Eat, Pray, Love Something for everyone in this great read. A laugh out loud. Yearn for travel. Seek balance in life. Gives you a thirst for living life to the fullest kind of read! ~ Heather Crosby Kitchen Confidential: Adventures in the Culinary Underbelly by Anthony Bourdain Edgy, funny, fast paced, disturbing and funny at the same time.

Some great "Off Season" reading! ~ Nancy Stoiber Honeymoon in Purday by Alison Wearing Refreshing, readable, interesting – a first-hand account of travel and encounters with people in Iran, a country and culture we Canadians know next to nothing about. ~ Charlotte Sparham, Meeting, Event and Conference Services at Simon Fraser University Vancouver State of Fear by Michael Crichton An action-packed page turner about the potential for eco-terrorism. Very topical as it deals with misconceptions and facts regarding global warming. ~ Gary Dickens, President of AVH Live Communications The Diary of a Young Girl by Anne Frank Just a great read! Even if you’ve read it before, read it again because it is a great reminder of the human spirit and will. ~ Dawn van der Helm Perfume by Patrick Suskind One of the oddest books you’ll ever read – if you are looking for a quick read of something entirely different, this one is for you.

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from our readers My Sister’s Keeper by Jodi Picoult A can’t-put-it-down, never-forget-it, provoking story of a family’s struggle with a child illness – told from the perspective of each of the family members. ~ Pelly Heighton of Next Wave Events The Da Vinci Code by Dan Brown There were so many things (even raised as a Catholic) that I did not know. It was like a puzzle, that I seemed to be uncovering by myself and so many stories, comments, mysteries and ideas just finally fell into place and made so much sense. ~ Linda Mountford of McKesson Phase 4 Solutions Beyond the Horizon by Colin Angos Great adventure travel book by Canadian Colin Angus.

Story of his and girlfriend Julie’s first man-powered circle of earth. If this book doesn’t get you inspired, nothing will. ~ S. Labossiere You Made this Drink, you Drink It by Lindsay Moss Let’s face it, planning a wedding for any mother and daughter is no day at the spa. Lexxie Parker is now faced with the ultimate challenge: Planning the wedding of her dreams with the Queen of Lunacy, her alcoholic mother. ~ Cindy Weir, Travel Coordinator for Buskro Ltd. Once a Thief by Kay Hooper AND Always a Thief by Kay Hooper Suspense and erotic. Worth the wait for the first book. ~ Carole S. Ambridge, Canadian College of Heath Service Executives Suite Française by Irène Nemirovsky The author, well-known in her day, planned a suite of five stories. When she died in the death camps she left behind notes for two stories. Forty years later, her daughters rediscovered the notes in a suitcase and prepared them for publication. ~ Margaret Chartrand Memoirs of a Geisha by Arthur Golden From the first page onward, the reader truly is drawn into the life and times of a geisha. It is vivid and poignant and comes to life making it a summer must read for all! ~ Natalia Weidner More books on the next page...

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June 07

The Patagonian Express by Paul Theroux A very interesting travel documentary starting at his mother’s brownstone in NY, he takes the train as far south as it will go – the end of South America. ~ P. Frank The Law of Dreams by Peter Behrens Haunting, beautifully written. You long for a sequel!

AND Causeway by Linden McIntyre Poignant memoir about growing up on the East Coast. ~ Sue Beres

He’s tracking a serial killer and his Assistant is heading her first big investigation. Whenever you think the mystery is solved, you head in a different direction after the murderer. ~ Nathalie Caron, Personal Assistant to the President, American Iron and Metal Company, Inc. THE WINNERS OF THE $50 CHAPTERS GIFT CERTIFICATE ARE GARY DICKENS, PRESIDENT, AVH LIVE COMMUNICATIONS IN TORONTO, ONT. AND CINDY WEIR, TRAVEL COORDINATOR, BUSKO LTD. IN PICKERING, ONT. CONGRATULATIONS! AND THANK YOU TO OUR SPONSOR, TANDEM HOUSE, AND EVERYONE WHO PARTICIPATED!

Water for Elephants by Sara Gruen One of the most uplifting and enjoyable books I’ve read in a long time despite being written form the viewpoint of an elderly man in a nursing home!

AND Sweetness in the Belly by Camilla Gibb The book is about a young English woman in Ethiopia, at times harsh and at times very inspiring. Really enjoyed it! ~ Linda Drisdell, CMP, Project Manager at Hotel Management International Just Rewards by Barbara Taylor Bradford The final book in the Woman of Substance series. Gets you with the first page. ~ Margaret Hoffman, Administrative Assistant of BC Regional Support Lights from Heaven by Jan Karon This book entitles people to reconnect with spirituality. A retired Episcopal priest becomes a Vicar of a small mountain church closed for a long time. The people start coming back to the Church and it brings the people closer to each other.

AND The Cold Moon by Jeffery Deaver If you are a fan of CSI, this book is for you. Lincoln Rhyme operates his own forensic lab from his townhouse.

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Finding an exhibit builder to suit your needs

BY BARRY SISKIND

3. Your short list

Where do you go to find an exhibit builder? Do you check the Internet, online directories or the Yellow Pages? You will be shocked to find the sheer number of companies who could build a booth for you in your area. Where do you start and what do you ask for? If this sounds familiar then let’s review two key ingredients to finding a booth builder that you can work with: your needs analysis and the Request for Proposal (RFP).

1. The Needs Analysis This is your first step. It gives you an opportunity to examine your exhibit strategy in 11 strategic areas. Use this form and fill in the details.

Your Design Needs Analysis

Description

1. Reasons for exhibiting

Focus on objectives

2. Corporate history

Corporate background information

3. Competition

Identify your competitor's exhibiting practices

4. Budget

Develop a realistic budget

5. Show plans

Create a holistic, integrated show experience Develop a customer profile

6. Your target 7. Marketing materials 8. History 9. Product display 10. In-booth activities 11. The business environment

Catalog samples of all current marketing materials Chronicle past exhibit experiences List products, samples or other materials to be displayed Develop a list of all attentiongetting activities List the tools you need to do business

2. Create an RFP Now that your needs analysis is complete, the next step is to create an RFP. The RFP allows an exhibit builder to quote accurately as it contains all the elements required. It also lets you compare various bids — apples to apples. If you live in a major city, you will find numerous display builders. Sending your RFP to all of them is clearly a waste of everyone’s time. Narrowing the list to two or three display builders makes more sense.

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To shorten your search you need to know the builder’s exhibit lines, history, products, warranty program, creative capabilities, personalities, customer base, industry knowledge, graphics capabilities, additional services such as install and dismantle (I & D) and storage costs. An efficient way of creating a short list is to start with your own observations at shows and events.

As an exhibit manager, it is important to walk through as many shows as possible, and not just those shows catering to your industry, but all shows. As a professional show visitor, you will see things the average visitor misses, such as the quality of exhibits. Look for exhibitors who display products or services similar to yours. They don’t have to be competitors but companies who face similar exhibiting challenges. For example, if you have a heavy or bulky product, look for exhibitors who are displaying similar items. If you offer a service and are not sure what attracts visitors, look at similar service providers and see what they are doing. The more you observe, the more knowledgeable you become. You will slowly begin to distinguish exhibits that work from those that don’t.

Once you have identified the exhibit hardware you want, try to get the name of the person in the other organization that contracted for the booth. Ask him or her to spare a few minutes either during the show or perhaps by phone after the show to run through some questions. You will want to know how well the supplier understood the company’s exhibiting needs. Were they reliable? Did they provide helpful service? But most importantly, would they deal with them again? This is a time consuming process, but your choice of a booth builder is important since you will live with the consequences of your decision for years. It is important to spend the time at the beginning to get it right the first time. Remember, act in haste, repent at leisure.

Certain names of display builders will likely come up over and over again. When this happens and the comments are positive, you are on the road to finding a potential candidate. Keeping your list short helps you manage the process efficiently. Settle on two or three candidates and send your RFP to each name on this list.

4. Your 90-day design/build schedule It’s best to give yourself lots of time to create a new display. However, at the very least make sure that you allow 90 days from start to completion like the the simple schedule on the next page suggests. Your search for an exhibit builder will be more productive this way. *

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June 07

D AT E B O O K Upcoming Events June 15– Father’s Day

June 24 – St. Jean Baptiste (Quebec only) July 1 – Canada Day

July 18-20 Destination Marketing Association International, Annual Convention, David L. Lawrence Convention Center, Pittsburgh, Pa. Contact: (202) 296-7888, www.iacvb.org.

July 22-25 National Business Travel Association, International Convention and Exposition, Boston Convention & Exhibition Center, Boston, Mass. Contact: (703) 684-0836, www.nbta.org.

July 28-31 Meeting Professionals International, World Education Congress, Montreal, Que. Contact: (972) 702-3000, www.mpiweb.org.

Aug. 11-14 ASAE & the Center for Association Leadership, Annual Meeting & Exposition, McCormick Place, Chicago. Contact: (888) 950-2723, www.asaeannualmeeting.org.

Aug. 16-18 ISES Eventworld 2007, Fairmont The Queen Elizabeth Hotel, Montreal, Que. Contact: (312) 321-6853, www.ises.com.

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

Barry Siskind’s suggested schedule to build an exhibit Your 90 day design/build schedule: Day 1 – 10: Create the initial design Day 11 – 30: Present design revisions Day 31 – 73: Construct the booth Day 74 – 81: Set up and make last minute revisions.

Day 82 – 90: Ship the booth to the show and assemble

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Web sites of

interest

Put it on the list www.workhack.com Few websites are as simple to use as Workhack. You don't even need an account to use it. Go to the site and start jotting down the tasks you need to accomplish. You can rank them as high, medium or low priority. They are also colour-coded red, yellow and green to emphasize their relative importance. You can also rank them from top to bottom on your screen. Simply click the done link when you’ve accomplished a task, and it disappears from your screen. To come back to your to-do list later, bookmark the page with your browser and it will be there for you to consult in the future. The site also sets a cookie on your browser so that it will display the correct list when you come back to the site. There is also a mini-workhack window that displays your task list in a small popup window that you can consult throughout the day.

Get the job done www.wrike.com Getting everyone to work together to use an online collaboration tool like Wrike can be difficult because it's hard to get people to change their work habits. However, Wrike makes it easier because it works with regular e-mail. Sign up for a free account and you can start assigning tasks to people on your team. Whenever a task is created, it gets e-mailed to the people on your distribution list. They will then have Wrike accounts automatically created for them and they can respond to the message and take ownership of the task. If you are the manager assigning the tasks, you can organize them on the Wrike site and monitor their progress as team members add their comments.

Check your footprint and be eco-conscious www.zerofootprint.net Planners are worried about climate change like everyone else and are looking for ways to reduce the amount of carbon dioxide emissions they generate. There is a website that is designed to help individuals and businesses reduce their carbon footprints. It's called Zerofootprint. One of the more interesting areas of the site lets you buy carbon offsets in order to become carbon neutral. The idea is that you pay the operators a sum proportionate to your carbon usage and they will invest it in sustainable energy projects or in tree plantings.

••• Do you have a Web site you want to share with other planners?

Email us at info@theplanner.ca. For more great websites, check out www.theplanner.ca.

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Hotel News

GERMAIN LAUNCHES A NEW CONCEPT HOTEL

Photo courtesy of Tourism Outaouais

Groupe Germain recently introduced ALT, a brand new concept of so-called “no-frills chic” hotels that combines design, atmosphere and chic interiors that will be gradually introduced in Canada. Construction has already begun on the first ALT hotel at a cost of $21 million in Brossard’s brand new Quartier DIX30, about 15 minutes south of downtown Montreal. It will be located near a 900-seat theatre, fabulous restaurants, a state-of-the-art fitness centre and spa and more than 100 stores and boutiques. It will feature the very latest in energy-saving measures, rooms at $129 per night and services tailored to the business and convention market. It is scheduled to open in September, 2007.

On the Web: www.althotels.ca.

The Château Montebello offers an award-winning spa.

CHÂTEAU MONTEBELLO HONOURED The Spa Fairmont le Château Montebello was recently honoured as one of the top new spa facilities in the world, according to the respected Conde Nast Traveler magazine’s Hot List 2007.

It was one of only two Canadian spas to make the eleventh edition of the Hot List.

On the Web: www.fairmont.com.

On the Web: www.condenast.com.

MARRIOTT RATED A TOP 25 PLACE TO WORK FOR AFRICAN-AMERICAN WOMEN Marriott International’s commitment to diversity is being noticed – the popular Essence magazine has named it one of the Top 25 Places to Work for African-American women.

More than 60 percent of Marriott associates are minorities and 46 percent are women. Marriott also achieved its highest number of minority college recruits last year – 30.5 percent were minorities and 16 percent were African-American.

On the Web: www.marriott.com.

BEST WESTERN GETS LETTERED Best Western International has been selected as a Preferred Lodging partner of both the American Automobile Association (AAA) and the Canadian Automobile Association (CAA) through 2010, extending the long-term relationship between the travel industry organizations.

AAA/CAA members spend $38 million (USD) annually on lodging, representing 36 percent of all U.S. lodging room nights.

SLH NAMED NUMBER ONE LUXURY BRAND Move over Four Seasons and Ritz Carlton – there’s a new kid on the luxury block.

According to the recently-released 2007 Luxury Brand Status Index survey on luxury hotels and resorts conducted by the Luxury institute, wealthy consumers in the U.S. have ranked Small Luxury Hotels of the World (SLH) the top overall luxury hotel brand for 2007.

SLH is also the hotel brand deemed most worthy of the title and the luxury hotel brand wealthy consumers are most willing to recommend to other people they care about.

On the Web: www.slh.com.

On the Web: www.luxuryinstitute.com.

EMBASSY SUITES TO OPEN IN MONTREAL A new 210-suite Embassy Suites hotel across from the Palais de Congrés/Convention Center will open in July, the company announced recently.

The hotel will carry the “by Hilton” moniker in its name and exterior signage and offer such consistent Embassy Suites amenities such as two-room suites.

In addition, the Embassy Suites Montreal will provide EmbassyDirectTM Registration kiosk, with boarding pass capabilities.

On the Web: http://embassysuites1.hilton.com.

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ANYONE CAN PUT FLAT-SCREEN TVS or Egyptian 500-thread-count sheets on the bed, but at the end of the day, what defines the experience is the people.

BRIAN O’CONNOR, SPOKESMAN CARNIVAL’S CUNARD LINE

FOR

June 07

Hotel News

> GREEN NEWS HOW BIG IS YOUR FOOTPRINT?

HILTON OFFERS SIGHT+SOUND ROOMSTM New home-theatre-like Sight+Sound RoomsTM have been launched at two Hilton Hotels, the Hilton Chicago O’Hare International Airport and the Hilton San Francisco with with 25 and 30 refurbished guest rooms respectively.

The cutting edge, fully enabled high definition system, which includes a wide-screen, high definition, digital surround-sound system and an easy-to-use connectivity panel for music, videos, games and laptops.

The rooms also feature all-day sports packages on demand, including football, basketball, baseball, hockey and college sports. Programming from DirecTV will include 14 high-definition channels among 40 total network and cable channels.

On the Web: www.hilton.com.

HILTON SERVES UP A NEW BREAKFAST Mom was right: breakfast is the most important meal of the day. Hilton Hotels is taking that motherly advice to a new level by introducing the Hilton Breakfast program featuring a colour-coded system that allows guests more choice and control over the first meal of the day.

Launched internationally in 2002, the Hilton Breakfast will be available at all Hilton properties by the summer.

Prior to its official launch in North America, Hilton Hotels conducted research and beta-testing at nine U.S. properties to better understand guest preferences.

Hilton also encourages its younger guests to eat healthy foods by offering complimentary breakfast for children ages five and under with each paid adult.

In addition, Hilton recently announced a new partnership with Precor to launch dynamic Fitness by Precor facilities at full-service locations across the U.S.

A few years ago, most of us probably thought a carbon footprint was something left behind by a dinosaur.

We now know that it is actually a measure of the amount of carbon dioxide or CO2 emitted through the combustion of fossil fuels; in the case of an organization, business or enterprise, as part of their everyday operations.

The goal for everyone is to have the smallest footprint possible or, in an ideal world, to actually help provide renewable energy.

Among the latest programs is TravelGreen, announced in February by Sustainable Travel International, a nonprofit company in Boulder, Colo. It markets what it dubs Mini-Green Tags to hotels and guests. The proceeds, it says, will fund conservation and renewable energy, such as solar and wind power.

The idea is based on so-called “carbon offsets” that Expedia and other companies offer as optional purchases to customers who travel by air. Such offsets, designed to help counter carbon dioxide emissions that travel generates, are spreading through the lodging industry.

Some critics say programs like Travel Green help raise awareness but offer little in real sustainability. As a guest, you can reduce your footprint by patronizing hotels that reuse towels, recycle water and waste. At home, you can garden with drought-resistant plants, use solar heat and take other conservation measures.

Currently, however, some greenhouse gas emissions from using hotel rooms is inevitable. On the basis of U.S. government statistics on energy use, and figuring that a typical hotel room might be 300 square feet, a one-day stay uses 29.3 kilowatt-hours, resulting in the release of 33.7 pounds of carbon dioxide.

The cost to offset that with renewable energy is about 48 cents, according to said Brian T. Mullis, president of Sustainable Travel International.

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 June 07

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Biggest lesson

PLANNER PROFILE: Marion Bakes

BY SHARON WORSLEY

No matter the challenge there is always a win-win solution.

Professional meeting planner Marion Bakes (not pictured) is currently on contract with CWT Meetings & Events.

This article explains her success and others can learn from her philosophies.

In the beginning…

Prior to becoming a meeting planner, Marion had a long career in international sales for one of Canada’s major breweries. After which she joined her husband, Gary Quiggan, and operated an advertising and promotions agency. Although successful, Marion wanted to realize a life-long goal of working within the travel industry circumnavigating the globe. To reach her goal Marion began studying at the Toronto School of Business and fast tracked a 2 year travel & tourism program, graduating with an honours degree in less than 8 months.

A passion for success and personal values congruent with professional achievement were characteristics Marion brought to her new career. Marion says, “Passion makes me professional and being professional makes me successful.”

Her advice to anyone joining the industry Marion is a great believer in formal education, saying “it is crucial to gather industry-recognized credentials to underpin your career choice. Getting a CMP or similar designation confirms an individual’s commitment to the meeting planning industry.”

A challenging experience…

When asked to recount one of her most challenging experiences, Marion responded, “looking after my clients during 9/11. As the Twin Towers were burning and the travel industry was thrown into chaos, I was in Lisbon delivering an incentive program for a prestigious Canadian company. Under these terrible circumstances my colleagues, my DMC and I worked in overdrive to not only complete the program but also to find extended accommodation for the participants and get everyone home to Canada safely. As you will recall, the North American Continent was closed to all air travel.

The airlines were grounded and we were forced to stay in Lisbon much longer than the scheduled program.

Our hotel had a European convention arriving and our group couldn’t be housed there any longer. Although we were put to the test, we came together as a team and we got the job done. It was a highly challenging and emotional experience”.

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Most surprising lesson “I was surprised to learn just how important accounting skills are when managing meetings and Incentives.

It has been my experience that careful attention to financial detail is crucial to the success of every program.”

The key traits or talents a planner must have to be successful Marion feels that, “a successful planner should be empathetic and at all times be able to see the program through the eyes of the client. I would also add that the ability to think on your feet in combination with respect and appreciation for people goes a long way towards building a great career”.

Advice on developing successful relationships with suppliers “See every supplier as a partner. To ensure a successful partnership, the meeting planner must be aware of the suppliers business needs, timelines and processes.”

What Marion would like suppliers to know “What would I like suppliers to know?”, asks Bakes.

“Well, in a nutshell deliver on your contractual obligations and if anything changes, communicate it to the planner immediately. It is vitally important for suppliers to be honest and upfront at all times.

Above all else, what I got from interviewing Marion was the passion she has for her work and the people she interacts with. Without passion, our lives can feel empty and unfulfilling.

If we think that we can keep our lack of passion a secret from the world we are sadly mistaken as people can feel it. Many of us embark on a new career path without being clear about why we are doing so.

In the meeting planning world it is not unusual for planners to sort of ‘fall’ into this line of work, because it might be something that has become part of their job or they thought it might be exciting, without really considering if they could feel passionate about this industry. And so, we wonder why we are not enjoying what we are doing.

If you were to ask yourself why you got in the industry, and if you still feel the same as you once did, what would you say? If you have lost the passion that brought you on this journey, how might you reconnect to it?

Sometimes just creating an awareness of how you feel is enough to centre yourself again. Other times it is seeking a new reason for doing what you are doing.

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Obtaining an official designation can help your career as a meeting planner Of course passion can only take us so far in our quest for success. We also need to have the required skill set to enable us to perform our jobs at a high level.

Sometimes, those skills develop as we are in the industry for a while. Marion makes a great point about formal education and gaining industry-recognized credentials.

Yes, there are many planners that have been around for a while who have been very successful in their careers without studying and gaining designations, but I bet that even if they didn’t seek a formal training path they did maximize all their opportunities to learn from others, attend industry events and seek mentors they could learn from.

So what about you? Have you considered working towards an industry certification like the CMP or CTM? How would your business or job (if you are not self employed) be enhanced by achieving such designation or taking courses to supplement your current knowledge?

I often ask my coaching clients (no matter what industry they are in) to find out who the top 5 experts are in their field and arrange to take them to lunch. The purpose of this meeting is to enquire what steps they have taken to reach such a successful level.

You might be saying “why would someone meet with me.” Why wouldn’t they as most people I have found love to talk about their successes. You would be surprised who agrees to meet with you, and more importantly what you can learn!

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 sworsley@sympatico.ca.

Lose weight

2. Divide the total by the days you’ll diet: 35,000/60=583.

1. Multiply the pounds you want to lose by the number of calories in a pound of fat: e.g. 10 x 3,500 = 35,000.

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3. Eat that many fewer calories each day and you will achieve the weight loss you desire.

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Handwriting analysis: Make positive strokes for business and entertainment!

BY ELAINE CHARAL

Handwriting (or printing) is a natural, neurological function. As you write, your brain sends messages through your nervous system to your hand and fingers, which are translat-

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ed into movements. Your thoughts and emotions are part of this process and, since no one else has the same neurological pattern as you, your handwriting is as much a part of your true self as are your fingerprints.

To the expert handwriting analyst, your handwritten script offers an indepth psychological profile of who you really are. Handwriting (and printing) is so sensitive as a barometer that it can reveal a vast array of character and personality traits, such as determination, directness, creativity, strength of will—even the writer’s mood at the time of composition.

I term handwriting analysis as a ‘Soft Science’ because certain stroke structures do represent specific personality traits; however, it is the evaluation of those same collection of stroke structures that makes every assessment unique to the analyst working upon it. The individual, then, is not seen as the sum

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total of isolated traits, but as an integrated human being.

Even with most people keyboarding and using their blackberries, handwriting still thrives, whether taking notes at a seminar, writing a fax cover sheet or writing a shopping list. I believe a new software program is going to be on the market in the next while where people can write on special paper and have what they have written immediately appear on the computer screen.

Handwriting is alive and well and far from a ‘lost art’!

Who is the person behind the resumé?

My clients tell me it has cost them anywhere from $10,000-$25,000 in on-the-job training, orientation time, salary and other related benefits when an employee ‘doesn’t work out.’ Careful use of handwriting analysis as a precision assessment tool can help you see the person behind the resumé and to more accurately place the applicant in a job where their talents are a match with the job description.

Handwriting analysis is an invaluable tool whether you are hiring, promoting an employee or building an effective team.

The ability to take many aspects of personality into consideration is exactly why handwriting analysis can be a valuable adjunct to other assessment instruments as well as the interviewer’s experience and ‘gut feelings.’

Most job interviewers have seen resumes that are so beautiful that they could almost replace an original Picasso on the wall! However, all too often that same resume does not reflect the real candidate, where, for example, they did not interview well but are a real jewel in the rough.

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The candidate’s ‘real’ personality will emerge Here is an invaluable tip for those of you involved with hiring, whether you have the candidate’s writing analyzed or not: Hand each candidate one or two blank sheets of paper during the interview process. Ask them to write a full page answering the following questions: 1) What are your long and short-term professional and personal goals; 2) What do you understand the job responsibilities to be?; 3) Why are you excited about working for us?

Even if they use their ‘best Sunday script,’ by mid-page the candidate’s ‘real’ personality will emerge. On a subjective level, you may well have an eye-opening experience. You may read sentences such as “I want to gain all the experience I can in your company so that I can open my own business.” You may see your company name in lower case letters (really!). Regardless of what you see or don’t see on that page, you will have information from the candidate’s heart and mind (rather than a crafted resume) from which you can craft additional questions to direct to the candidate as well as the references.

example of handwriting analysis, customize a sentence geared to the theme of your event or the benefits of your products being showcased on your own letterhead.

Guests take this sheet home with their personal analysis written on your letterhead to look at time and time again.

The same scenario applies to caricatures: Have your logo on ‘pre-drawn’ sheets that incorporate the theme of your event. The caricaturist, having drawn one male body and one female body in the centre of the themed pre-drawn sheet only needs to draw each individual’s head on the sheet, and each guest will have a customized marketing piece to take home and frame. Using pre-drawns at your event will give you the equivalent of having two artists on site in relation to the time it takes to produce each caricature.

Making sure your analysts and other interactive entertainment are event-friendly and keep things on a positive note will enhance the energy in the room.

Having guests use sign-up sheets that let everyone know when to appear for their analysis and/or caricature avoids line-ups and keeps everyone smiling.

Whether you are having a trade show, a client appreciation, a convention, a gala or a company barbecue, interactive entertainment will be an important key to making your event memorable and fun.

Interactive activities are always a big hit with guests.

A fun, positive event ice-breaker Interactive activities (such as handwriting analysis) at big or small events are always a big hit with guests.

Those who do not wish to dance and have eaten and drunk their fill will linger at a function for a much longer time because they want their handwriting analyzed (or their caricature done, or their palm read). Corporate people who don’t wish to ‘talk shop’ can compare notes (and drawings), get to know their co-workers in greater depth and at the same time have fun and laugh.

If you would like to make your interactive activity a marketing tool for your company, you can, using the

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Elaine Charal is a Certified Graphologist who helps companies with their hiring decisions. Her talk, “The Power of the Pen”, is an entertaining, humourous look at how handwriting can enhance your communication and understanding of others (and yourself!). She also does one-on-one analyses at corporate events. She can be reached at (416) 446-2903 or hwriting@interlog.com.

Her Web site is: www.elainehandwriting.com.

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Spain is famous for its food and people

BY VANESSA BAUDRY ocated to the south of France, Spain boasts an enchanting cachet and appeal that stems from its climate the celebrated hospitality of its inhabitants. World-renowned for its gastronomy and for its diverse and seemingly continuous celebrations and festivals, Spain is also known for its wines, which never cease to impress with their quality and uniqueness. Surprisingly, the vineyards of Spain are the largest, the most efficiently organized and the most dynamic vineyards in the world from a commercial standpoint.

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Richness of the soil As is the case with its neighbour to the north, Spain derives great benefits from its soil and climate.

The heat in Spain may seem relentless in the summer, but it also represents a major asset for the Iberian Peninsula because it stirs the appetite, and more importantly, it induces the consumption of wine. In addition, the type of soil and the climate have fostered diversity in wine production.

An original art Spanish wines owe this quality to tradition, care, and innovation: three elements that have resulted in Spain becoming the third-leading wine producer in the world. The country has succeeded in uniting the tradition and knowledge of ancient wine producers with new production techniques that epitomize innovation. This blending of old and new is perfectly demonstrated in Andalusia, where they use a process that is unique in the world: the successive decantation of a blend of ages. Through this process, the oldest wines lend their authentic character and flavour to the younger 32

generation. This original process has proven to be very effective, giving the wine an enduring quality.

Promising numbers In terms of production, Spain ranks among the leaders in the world, but exports are not as strong as they should be, partly because of an ineffective distribution network.

In fact, Spanish wines are not featured on the wine menus at foreign restaurants, and this has prevented them from becoming well known.

However, these wines have been gaining in popularity over the last several years, thanks to events such as the Madrid World Fair. The meeting of 140 exhibitors and 15,000 visitors at the Fair generated sales valued at six million euros, and this number has continued to increase since 2000.

Tapas: A distinctive accompaniment One characteristic of Spain is that its people have adopted the habit of accompanying wine with tapas: delicious treats that are served at lunchtime or as an appetizer before dinner.

The consumption of these widely diversified hors d’œuvres (with different recipes originating from the various regions) is very common in Spain, especially in the Basque and San Sebastian regions. Tapas are usually shared among family members or among friends at a bar as they sit together at the counter or at a table, lending a warm touch to the shared moment. Tapas dishes include fish, seafood, or meat, and they represent a culinary art that is unique to Spain, featuring recipes that can be made by anyone. So don’t hesitate. Gather around and enjoy!

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A diverse assortment of interesting wines The Spanish vineyards extend over 1.1 hectares, and are shared by two leading families (Torres and Cordoniu) and a number of smaller wine producers. They produce wines ranging from dry whites, to rosés, to lighter or more full-bodied reds. The wines are varied, and their prices reflect this variation, which means that it is possible to find a good wine at a very reasonable price.

Here is another way of living the Spanish life: preparing authentic sangria in 5 minutes Ingredients for Sangria: 1 bottle of inexpensive red wine A similar quantity of lemonade A glass of liquor, ideally brandy, whisky or cointreau A peach An apple An orange 5-10 oz of sugar Cinnamon Preparation: Chop the fruit and soak in the liquor in the fridge overnight. This is optional but well worth it.

Pour the wine, liquor & fruit and lemonade into a punch bowl and add lots of ice. If you are preparing immediately before serving and you’d like it to stay fizzy, pour the lemonade into the bowl first and pour the other ingredients in slowly.

Add half the sugar and a sprinkle of cinnamon. Taste. If it is not sweet enough, add more sugar.

Add ice and serve.

There is no science to making sangria. Just see what tastes best!

June 07

> GREEN NEWS

MTCC wins a prestigious 2007 Green Toronto Award The Metro Toronto Convention Centre (MTCC) recently awarded a prestigious Green Toronto Award by Mayor David Miller and the City of Toronto. The award was given out by Mayor Miller and Deputy Mayor Joe Pantalone at a special ceremony held at City Hall on May 1 as members of City Council and over 400 special guests looked on.

The MTCC won in the Market Transformation Category, one of only 10 eligible award categories. A single winner was chosen for each category. The winners were selected from more than 178 nominations and 30 finalists. Each of the 10 Green Toronto Award winners will receive $5,000 to donate to the environmental organization of their choice.

“We are absolutely thrilled to be honoured and recognized in this way,” said Barry Smith, President and CEO of the MTCC. “We have a long-standing commitment to being an environmentally-friendly facility,” he added. “An important part of our mission is to provide leadership within our community as well as within the global meeting and convention industry. This award tells us that we are doing all the right things!" Smith also thanked Turtle Island Recycling, the MTCC's long-time recycling partner and the group which nominated the Centre for the Award.

The Green Toronto Awards were launched by the City just three years ago to honour outstanding achievements and contributions of environmentally active individuals and groups. The Awards are designed to recognize specific environmental initiatives that are changing

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the face of the city by contributing to its environmental health and sustainability.

“Green and healthy cities are better places to live, to do business in, and to visit,” Mayor David Miller said. “I am a believer in the importance of local initiatives in support of environmental well-being. Those efforts add up and really do make a difference. You are indeed a credit to your community and an inspiration to us all,” he added.

The Market Transformation Award specifically recognizes the efforts of a manufacturer, retailer, NGO, marketing company or an individual to utilize market forces successfully to promote products, services and choices which lessen the impact on the environment and human health.

It is based on the belief that in addition to traditional environmental activities which influence behaviour, there is a great opportunity to use the power of the market to change consumer behaviour to make better choices.

In selecting the MTCC as the winner for this award, the judges chose MTCC for its strong environmental track record, noting that the Centre has recycling levels averaging 64 percent and that it has achieved significant reductions (40 percent) in its energy consumption over the past five years alone. The judges were impressed by the diversity of the MTCC's various environmental initiatives, ranging from the building's enormous 300,000-sq.ft. green roof and its partnership with Second Harvest for food leftovers (more than 2,000lbs. donated annually), to programs such as computer and printing cartridge recycling.

On the Web: www.mtccc.com

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A green thumb increases longevity

> GREEN NEWS & IDEAS

NYC needs to get green!

New York City produces nearly one percent of the United States’ greenhouse gas emissions – an amount that puts it on a par with ireland or Portugal, according to the Associated press.

Before everything else, getting ready is the key to success.

– Henry Ford ANSWER EASY SUDOKU FROM PAGE 9

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According to Dr. Maoshing Ni, author of Secrets of Longevity, “Gardening grows your life span.

Centenarians around the world come from many different backgrounds and professions, but one of the most common hobbies among them is gardening. As exercise, gardening strengthens the muscles; as a discipline it requires patience and cultivates fortitude; and in the end it brings rewards and joy to its practitioners.

Studies show that gardeners have a lower incidence of heart disease and osteoporosis than non gardeners.”

ANSWER MEDIUM SUDOKU FROM PAGE 9

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