march 2010
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* Pushy sales people a no-no at a trade show * Is teambuilding a competitive business strategy... or something less? * Leadership, confidence, control and humour * What humour can do for you and your listeners by enhancing the message * MPI MeetDifferent 2010 in Cancun * Cancun: Not just sand and sunshine * Great Art + Good Manners = A Perfect Table * Salt and pepper: A fresh look at two old favouritesTRANSCRIPT
One of the things that drives trade show
visitors crazy is pushy sales people.
When visiting a show, the last thing visitors
want to encounter are sales people who do
not take the time to learn about their visi-
tor’s unique situation before embarking on
an overwhelming spiel that includes infor-
mation that has very little to do with their needs. It’s called the
pitch.
Think back to a time when you were a customer. You could
have been shopping for anything: a new car, a winter jacket or
something for dinner. Now, pretend that you asked whoever was
serving you for some information and that person took your
question as a signal that you wanted to hear everything. What
would your reaction have been ? My guess is that while you may
have tolerated the pitch, you were probably thinking about ways
to end the conversation. Am I right?
Visitors to a trade show feel exactly the same way. Their
defense against pushy sales people is to avoid eye contact.
Studies have shown that as many as 95 percent of visitors walk-
ing a show avoid eye contact. Can you blame them?
The solution, then, is an attitude adjustment. When you are
preparing your staff for a show or an event, you want to help
them change their approach from one of a salesperson to one of
a host. A host is a friendlier role to play and takes the emphasis
away from pure selling.
The role of host is usually played out in social settings. Here
is an example. Let’s suppose for a moment that you and your fam-
ily have moved to a new home. The moving trucks have long
gone, your boxes have been unpacked and everything has been
placed where it belongs. It has been an exhausting experience.
Now you and your partner are sitting on a couch realizing that
while your new home looks great you are strangers in the neigh-
borhood. To rectify the problem you decide to have an open
house for the neighbors. You set the time for next Sunday
between 2 and 4 p.m. You then create an invitation and walk up
and down your street stuffing it into your neighbours’ mailboxes.
Now it’s 2 p.m. on Sunday and your home looks perfect. Your
front door is open and the first neighbor approaches. What do
you do? You have the following options:
• Sit in the den and watch television
• Sit on your couch and read the newspaper
• Approach them by telling them all about yourself
• Or approach them and get them talking about the neighborhood
The last suggestion is the one that fits the role of host well. It’s
the same role that should be played in a booth. Your exhibition
booth is your place of business for a few days. Instead of trying
to sell products and services to visitors who happen by, simply
welcome them and try to find out what their needs are.
The right approach will make the difference between success
and failure of your exhibit plan.
Barry Siskind is North America’ foremost trade and consumer showexpert. Visit his Web site: www.siskindtraining.com or e-mail him at:[email protected].
www.theplanner.ca | March 2010 | ThePLANNER 3
Pushy sales people a no-no at a trade show
BY BARRY SISKIND
Up to 95 percent of visitors to atrade show will avoid eye contact
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Teambuilding as a strategyA team is a group of people who share a common set ofobjectives and goals. But what are the strategies to get agroup to develop a strong team ethic? Editor Leo Gervaisgives readers a new take on teambuilding.
Humour can add energyExperienced speaker Stacey Hanke knows humour whenshe hears it. In this column, she provides some goodexamples of humour that works and – just as importantly –that definitely doesn’t work when speaking to groups.
MPI conference in CancunMeeting Professionals International is well known for theirexcellent educational sessions held several times per year.This year’s MeetDifferent Conference in Cancun highlightedthe use of technology.
Salt and pepperIs there anything more commonplace than salt and pepper?Leave it to our foodie/associate editor Camille Lay to write with a fresh pair of eyes and provide some insight that willshake your perceptions about this famous culinary duo.
THEPLANNEREDITOR Leo Gervais [email protected] EDITOR Camille Lay [email protected] ARTIST Matt Riopel [email protected] [email protected] Patricia Lemus [email protected] Mike Auctor, Barry Siskind, Stacey Hanke
PAP – Registration No. 111100We acknowledge the financial support of the Government of
Canada through the Publications Assistance Program of theDepartment of Canadian Heritage toward our mailing costs.
The Planner is distributed to professional meeting and event planners across Canada.
Success comes from forethought and caring
Wow! What a fantastic job they did in Vancouver. Whenever
I watched the Olympics on TV, everyone seemed to be
having such a great time. It was smiles all around, and it obviously
helped that Canada did very well in the medals department. It was
unfortunate that it began with tragedy and a few glitches but what
the Vancouver organizing committee put together was perfectly
executed from a spectator’s point of view and it made us proud
to be Canadians. The trick now is to continue that momentum.
How can that be done? Well, in our industry, there are a few ways.
One easy way is by encouraging local Canadian businesses
and working together as communities, for no one person is more
important than the whole. Another way is by encouraging fellow
Canadians who work and live in Canada because, in the end, it’s
all about people and relationships. Caring is at the heart of really
good leadership, and that must have been what they had in
Vancouver because people truly seemed to care. I’m sure there
were no signs saying, “Put on a happy face.”
First of all, most of the people that did the work were
volunteers, so they wanted to be a part of it – to help and be of
service. So I guess that’s something we should all look for when
hiring personnel, that sense of volunteerism, that ‘What can I do
to help you’ positive service attitude. Basically, it was caring!
That’s the industry we work in – and we should expect no less
than the example set by the people at the Vancouver Olympics.
As a nation, we can be proud on many fronts following these
great Games: as a service industry a benchmark for planning and
organizing, friendliness, helpfulness and caring have been estab-
lished and now it’s up to all of us to continue the high standard.
Like the Olympic athletes, we must keep competing. We can’t
stop working at it if we want to excel and be the best. So, let’s
follow their example and strive to be the best and show others
that we care because caring is contagious, and it can be passed
on like the Olympic torch for everyone to see and follow.
LEO GERVAIS
T H E I N T E R N A T I O N A L E D I T I O N
In th is Issue
4 ThePLANNER | March 2010 |www.theplanner.ca
What’s in a name?As innovation expert Jeremy Gutsche stated so well in his
fabulous presentation “New Rules = New Roles” at the recent MPI
event in Cancun, Mexico, it’s all about the packaging.
Perhaps no area of our business knows this better than resort
hotels. Unfortunately for them, some fiscally minded managers
see the term “resort” and think “vacation.” Or worse yet, “lack of
productivity.”
With comptrollers sharpening their pencils and slashing any
fat from budgets that they can find, resort hotels are an easy tar-
get. Not sure if a name change should make a difference? Go ask
the Ballantyne Resort in Charlotte, N.C. which it has been report-
ed changed its name to the Ballantyne Hotel and Lodge after sev-
eral corporate clients indicated it would have a better chance at
getting them to sign on the dotted line if “resort” wasn’t part of
its moniker. And it’s the same story for the newly-christened
Renaissance Orlando at Sea World, no longer the Renaissance
Orlando Resort at Sea World.
“It doesn’t change who we are,” Renaissance Orlando sales
director Gary Dybul was quoted as saying. “But there’s no reason
to put roadblocks in the way” of landing conferences.
However, one person’s almost meaningless name change is
another’s canary in the hotel coal mine – an indicator of how
tough it is to get business in this economy. But who’s getting the
shaft?
This resort-as-pariah stigma was fuelled by public outcry late
in 2008 about a $400,000 sales retreat that American International
Group Inc. planned to host at the St. Regis Monarch Beach resort
in Dana Point, Calif. AIG, the recipient of $180 billion in taxpay-
er assistance, canceled the event after much criticism. The St.
Regis couldn't recover from the bad publicity and was foreclosed
upon by one of its lenders, Citigroup Inc.
Industry people are now calling this the AIG effect. Meetings
at resorts in fun-time locales like Las Vegas were frowned upon,
and even recently discouraged by none other than the leader of
the free world, U.S. President Barack Obama.
“You don’t blow a bunch of cash in Vegas when you’re trying
to save for college,” Obama was recently quoted as saying, fol-
lowing up similar remarks he made the year before.
As a consequence, companies and government agencies have
revised travel policies to discourage, if not prohibit, resort stays.
Particularly sensitive to the backlash were financial companies,
government agencies and medical companies—those that do
business with the government or have millions of customers to
answer to.
That trend has slammed resorts at the worst time. Since 2007,
resorts in North America and the Caribbean have posted results
worse than the industry averages, registering a 22.6% decline in
revenue per available room and a drop in occupancy of 8.9 per-
centage points to 58.1%, according to Smith Travel Research.
But a name change can help. The 493-room Loews Lake Las
Vegas hotel removed “resort” from its name in the spring of 2009
as did two other Loews Hotels Inc. properties: the Loews Ventana
Canyon in Tucson, Ariz., and the Loews Coronado Bay near San
Diego, and its general manager Dale McDaniel said there could
be as much as a 10 percent swing in business because of it.
McDaniel added that all it takes is a couple of large pharmaceu-
tical groups to book there – because they don’t have resort in
their name – to help bring them back to prosperity.
Waiters sue for $5M in lost tipsThe Waldorf-Astoria Hotel in New York City charges just under
US$100 (before gratuity) for their phenomenally sumptuous
brunch. They may need to boost their prices if nine banquet wait-
ers suing the famed hotel (owned by Hilton Worldwide inc.) get
their way. Their recent lawsuit claims customers were led to
believe that a 21.5 % gratuity added to their food and drink bills
would go entirely to the wait staff. In fact, the lawsuit said only
15 percent went to the staff while the other 6.5 percent went to
the hotel, which the group contends violated New York state
labour law.
The amount of damages being sought is unclear but the
lawsuit contends the amount “exceeds the sum or value of US$5
million.” That’s a lot of Eggs Benedict…
On the Web: www.waldorfnewyork.com
www.theplanner.ca | March 2010 | ThePLANNER 5
BY LEO GERVAIS
If you tuned in to the recent Winter Olympics, in particular
the final gold medal hockey game, you saw first hand what
a team is all about.
A team is a group of people who share a common set of objec-
tives and goals, and are willing to work together to achieve them.
The American men’s hockey team was splendid and lost its first
game of the tournament in the gold medal match in overtime.
Team Canada, however, overcame major adversity (they beat the
only team they lost to – the U.S.A. – in round robin play), van-
quished a longtime foe (the Russians, handily by a 7-3 score) and
gutted out a win against a very competitive Slovakian team. Team
Canada truly embodied the team ethic and spirit.
But how does one create a team? Is it just a bunch of talented
individuals who come together with one collective vision? The
strategy that can help groups develop into real teams is called
teambuilding. But the process to create and develop all aspects
of a team so it performs as a cohesive unit is complicated.
For example, the team may have objectives, but individuals do
as well. The hockey team wants to win, but perhaps the star cen-
ter wants to score 50 goals.
It is possible that the star player will subordinate the team
goals for his own – this is not uncommon. But when the hockey
team’s alternate captain Sidney Crosby scored the gold medal-
winning goal, it was his first point in three games – he had sub-
verted his normal scoring and captain’s role (with the NHL’s
Pittsburgh Penguins) to do whatever the Olympic team asked him
to do. And the team benefited from this by winning a gold medal
and Crosby will forever be remembered as a hero. He was a true
leader in the best sense of the word.
So the question is, how can we get people to achieve and feel good
about themselves while achieving the team goals at the same time?
What is teambuilding?Team building refers to a wide range of activities, usually in a
business context, for improving team performance. Team build-
ing is pursued via a variety of practices, and can range from sim-
ple bonding exercises to complex simulations and multi-day team
building retreats designed to develop a team (including group
assessment and group-dynamic games), usually falling some-
where in between. It generally sits within the theory and practice
of organizational development, but can also be applied to sports
teams, school groups and other contexts.
How old is teambuilding? Well, noted psychoanalyst Sigmund
Freud discussed a scientific theory of group dynamic termed
“identification with the leader” which is the foundation of group
formation back in the 1920s.
This identification is based on the perception of a special qual-
ity of another person. This quality or ideal is often represented in
a ‘leader figure’ who is identified with. Next to identification with
the leader, people identify with others because they feel they
have something in common. Obviously, humans worked in teams
before the 1920s, but Freud is often credited with articulating a
widely-held theory about teams that can be proven and put into
practice.
Therefore, if we follow Freud’s thinking, having an identifiable
leader is useful in teambuilding as is making sure the team mem-
bers have commonality at some level. These two elements can, of
course, be strengthened in various ways.
SOME REASONS FOR TEAMBUILDING INCLUDE:
• Getting everyone “onto the same page,” including goal setting
• Helping participants to learn their strengths and weaknesses
• Improving communication
• Improving team productivity
• Motivating a team
• Practicing effective collaboration with team members
A great teambuilding exercise for interdependence is
“Survival.” In this exercise, teammates individually rank the
importance of items they will need to survive after a plane crash
in the desert. The team then comes to a consensus on the rank-
ing of the items. Team ranking, almost invariably, is more accu-
rate than most individuals’ ranking.
Finally, fostering communication is vital to an effective team.
Building an environment where people can ask questions and
support one another is crucial to the team concept. Exercises
like active listening, giving and receiving feedback, and testing
comprehension of verbal messages are all good ways to foster
superior communication.
But be careful when monitoring your team. The following are
the five dysfunctions of a team according to Patrick Lencioni, the
author of a book by the same name:
• Absence of trust
• Fear of conflict
• Lack of commitment
• Avoidance of accountability
• Inattention to results
If you choose your team members well (and identify a leader)
and work to improve the team as a whole, you should be able
to navigate the choppy waters of teambuilding and produce a
cohesive, hardworking, loyal and productive team.
Is teambuilding a competitive business strategy... or something less?
6 ThePLANNER | March 2010 |www.theplanner.ca
This month’s Chat with a Concierge is
with Roger Poirier, the first Member of Les
Clefs d’Or Canada in the Maritimes.
He works at the The Delta Beausejour in
Moncton, New Brunswick.
1. What unique services can you
provide planners? We have developed a
wide array of contacts that can handle all
requests from golf, concert tickets and boat tours to restaurant
bookings, group tours and conference services.
2.What restaurants do you recommend in your city for
groups? Seafood is the food of choice in the Maritimes. Kramers
Corner/Studio 7 Hundred and The Old Triangle Irish Alehouse
are the most popular spots that can cater to large groups. The
Hotel can also cater to any demand for a private function in
Triiio’s, The Windjammer or on the Convention Floor.
3. What nightlife do you recommend in your city?
We are located right in the middle of downtown. We have sever-
al nightclubs, bars and pubs all within walking distance of the
Hotel. The patio bars and restaurants are a must in the summer.
4. What interesting, off-beat or unique places would you
recommend to planners?
Tree-Go, a nature zip line adventure in Centennial Park, is
a great teambuilding experience. Also, Shediac Bay Cruises in
nearby Shediac is a fun Lobster Dinner and Educational Tour.
5. What are your not-to-be-missed places or things to see?
We have two National Parks and the Confederation Bridge to PEI
within an hour’s drive or so from the Hotel. The Rocks, where
you can walk on the ocean floor and experience the highest tides
in the world, is 45 minutes away. The warm-water beaches of
Shediac are only 20 minutes from downtown. Also, don’t forget
Magnetic Hill, The Zoo and Magic Mountain Water Park, as well
as Crystal Palace Indoor Amusement Park and the Tidal Bore.
6. What are the most popular jogging or walking circuits you
would recommend? The Trans-Canada Trail runs along the
Petitcodiac River. The Trail is right behind the Hotel and is great
for jogging, cycling and roller blading.
7. How much does/should a cab ride cost from the airport to
the downtown core? Taxis from the Hotel to the Greater
Moncton International Airport will run between $17 to $20,
depending on the time of day.
8. Tell us about some of your most outrageous guest requests.
Most of our requests can be accommodated. However, some of
the interesting ones are distance related. People think they can
do the Cabot Trail and be back in time for their lobster dinner!
On the Web: http://delta-beausejour.hotel-rez.com
> CHAT WITH A CONCIERGE
Quotes on teambuildingNever doubt that a small group of thoughtful,
committed people can change the world. It is the onlything that ever has.
Margaret Mead
It is amazing how much people can get done if theydo not worry who gets the credit.
Sandra Swinney
Talent wins games, but teamwork and intelligencewins championships.
Michael Jordan
Teamwork is the ability to work together toward acommon goal. The ability to direct individual accom-plishments toward organizational objectives. It is thefuel that allows common people to attain uncommonresults.
Andrew Carnegie
www.theplanner.ca | March 2010 | ThePLANNER 7
Why text? Because GMTA (Great mindsthink alike)
While most planners are at least competent with new technology,
there are a few of us who, while not living in the Stone Age, may
use the odd granite fork and knife if you know what I mean.
In order to bring some of us up to speed, The Planner offers
below some common shortcuts for text messaging. You have
probably seen your kids (or dare I say grandkids) using these
terms to speed up their “conversations”:
BBFN Bye bye for now B/C Because
BION Believe it or not BRB Be right back
BRT Be right there CMIW Correct me if I’m wrong
EML E-mail me later GIGO Garbage in, garbage out
GTG Got to go IMHO In my humble opinion
IOU1 I owe you one JAM Just a minute
NRN No reply necessary RUOK Are you okay?
TTYL Talk to you later WFM Works for me
Pluto platter inventor Morrison diesWhat? You have never heard of the Pluto Platter? Perhaps you know
this invention that has sold more than 200 million units under its
other moniker: the Frisbee. Its inventor, Walter Frederick Morrison,
generally called Fred by his friends, passed away recently at 90. Fred
and his wife Lu used to toss a tin cake pan on the beach in California.
The idea grew as he considered ways to make the pans fly better and
after serving as a pilot in the Second World War, he began
manufacturing his flying discs in 1948. He would sell them at local
fairs and eventually attracted the attention of Wham-o Manufacturing,
the company that bought the production and manufacturing rights to
the discs in 1957. Wham-o adopted the name “Frisbee” because that’s
what the college students in New England were calling the Pluto
Platters. The name came from the Frisbie Pie Co., a local bakery
whose empty tins were tossed like the soon-to-be Frisbee. The flying
discs have had a resurgence lately with sports like Frisbee golf and
the team sport Ultimate Frisbee.
On the Web: www.wham-o.com
You better sleep on itBesides money, what do most planners not get enough of? If you said
sleep, you are correct. In a recent study of American women, 27% said
sleep is the most important component to their overall well-being and
50% of women with children agree that sleep is the best way to
recharge, nine points higher than women without children.
Is it possible to repay a sleep debt? Yes, but it takes time accord-
ing to three recent studies. A study at the Walter Reed Institute found
that people allowed to sleep only a few hours each night for a week
showed measurable declines in performance after getting eight hours
nightly for three days following the sleep deprivation. One Swedish
study showed that after five days of getting only four hours of sleep
per night, even a full week of eight hours of nightly sleep wasn’t
enough for subjects to get over their impaired intellectual perform-
ance. Indeed, it appears better to save up and sleep ten hours of sleep
per night for a week if you will get little sleep the following week.
Visit the following website for tips on sleeping better:
On the Web: www.helpguide.org/life/sleep_tips.htm
8 March ’10ThePLANNER8 ThePLANNER | March 2010 |www.theplanner.ca
Making the hours fit on a flightDid North America just get bigger? You might think so by
looking at the inflated flight times of some airlines. A recent
report in the Wall Street Journal noted an average increase of 17
minutes, 0r 10 percent, in scheduled flight times for 50 different
flights in the U.S.A.
Canadians who travel the busy Toronto-Montreal route will
notice a similar parallel: We picked a random date of March 12 to
see the flight time for an Air Canada, a Porter Airlines Ltd and a
WestJet flight from Toronto to Montreal. The norm for most Air
Canada listed flights is 80 minutes, Porter was 70 minutes and
WestJet 76 minutes. Anyone who flies this route regularly knows
it is just under an hour of flying time between the two cities. Why
the discrepancy? Easy: By adding minutes to the “block times” or
scheduled durations, it helps the airlines boost their on-time fly-
ing records and in theory helps reduce congestion and keep traf-
fic moving at the airport gates.
But what we have here is a question of perception, and
whether or not the customer is getting the right information.
Does the flying public need or deserve to know the actual flight
time or just what any airline perceives as the optimum (meaning
realistic) scheduled time based on their need for on-timeliness?
Southwest Airlines, which has the most flights in the continen-
tal U.S.A, recently stated that the inflation in block time is really
because of more variability (which means slowdowns of all types
at airports). To its credit, Southwest only makes schedule adjust-
ments in five-minute increments.
The bigger question is how to make flight times more efficient
without padding the numbers, so to speak. Otherwise, pretty soon
that Toronto-Montreal trip is going to take two hours in no time at all.
Pets on the outs in the airThe Canadian Transportation Agency recently ruled that some
customers suffering from a cat allergy are disabled and must be
accommodated. This comes after several complaints to the agency
(three complaints to be precise) are in effect from people with
disabilities and the pet policies of Air Canada and WestJet –
allowing cats in aircraft cabins – affect their ability to fly. The
agency will now determine “appropriate accommodation” for the
allergic passengers. One complainant, Dr. David Spence of
London, Ont., said people can die from an asthmatic attack and
people should not be allowed to bring cats on planes. His posi-
tion has been backed up by the Canadian Medical Association
Journal, which recently published a strongly-worded editorial on
the subject. All airlines are required by federal law to allow serv-
ice animals such as guide dogs to travel in passenger cabins, but
regular pets like cats are not afforded the same treatment. Air
Canada and WestJet allow up to four small dogs, cats, birds or
rabbits to travel in the passenger cabin on every flight.
On the Web: www.otc-cta.gc.ca
Expedia bookings and results riseExpedia Inc., the largest U.S. online travel agency, posted a
quarterly profit yesterday that topped expectations on a 26 per-
cent gain in travel bookings. Its shares tumbled 4.36 percent on
Nasdaq, however, amid concerns that Expedia’s new dividend
policy hints at slower growth prospects. Online travel companies
slashed fees and offered promotions last year to counter the eco-
nomic downturn and erosion in travel demand.
On the Web: www.expedia.com
Porter previews new home at BillyBishop Toronto City Airport
Porter Airlines just spent $50 million on a new home at Billy
Bishop Toronto City Airport (commonly known as Toronto Island
Airport) – and is hoping for 1.3 million houseguests in 2010. The
scrappy Canadian airline recently unveiled its new terminal
which showcased enhanced passenger services. Phase One (of
two) of the new terminal includes lounge facilities, a spacious
check-in hall and office space. The full facility, including 10
bridged aircraft gates and two passenger lounges, is scheduled
for completion by fall 2010.
The new lounges will triple current capacity and include com-
plimentary Porter amenities such as a business centre, beverages,
snacks and Wi-Fi. Porter is a tenant of City Centre Terminal Corp.
which operates the 150,000 sq. ft. facility that is expecting to see
1.3 million passengers this year.
On the Web: wwwflyporter.com
www.theplanner.ca | March 2010 | ThePLANNER 9
BY MIKE AUCTOR
The confidence shown by effective leaders is not just a facade,
but is based on control of a situation.
By believing in their own abilities and the abilities of others in
their organization confidence is not complacency or unrealistic
optimism. Effective leaders don’t waffle, they don’t hide behind
committees, consultants or memos to avoid criticism. They act
decisively and take responsibility for their actions. In expressing
confidence and building it in others, humour becomes invaluable.
A witty quip at the right time shows a grasp of the situation as
nothing else does.
Effective leaders do not plod along simply trying to maintain the
status quo – they seize and create opportunities. Especially in today’s
world, they see change not as a threat but as the norm. Instead of
the philosophy, “If it's not broken – don't fix it,” they strive for con-
stant improvement, always looking for ways to make things better.
Leaders are not locked into mental ruts, but can play with pos-
sible scenarios as easily as facts. They have imagination, which is
an important part of their vision.
Humour is connected with imagination, openness to novelty
and mental flexibility. The person with a good sense of humour
sees something not just for what it is, but as the intersection of a
large number of possibilities. When leaders exercise their sense
of humour, they not only cultivate their own mental flexibility,
but bring out other people’s mental flexibility.
Humour is a kind of play and to cultivate our sense of humour
is helpful to cultivate our playfulness generally. When we play we
are doing something because we want to, not because we have
to, it’s no longer a task that must be done. Because a task
demands results, it is future-oriented whereas play, by contrast, is
oriented to the present. We derive satisfaction from the activity
itself as we do it.
Speaking of doing it, whose job was it?This is in fact the story about four people named everybody,
somebody, anybody and nobody. There was an important job to
be done and everybody was sure somebody would do it.
Anybody could have done it, but nobody did it. Somebody got
angry about that, because it was everybody’s job. Everybody
thought that anybody could do it but nobody realized that
everybody wouldn't do it. It ended up that everybody blamed
somebody when nobody did what anybody could have done.
In the coming months we will ask planners to share some of their ideasor ways they use to have fun and laugh at work. So please share yourstories with us at: [email protected].
Leadership, confidence, control and humour
10 ThePLANNER | March 2010 |www.theplanner.ca
www.theplanner.ca | March 2010 | ThePLANNER 11
What humour can do for you and yourlisteners by enhancing the message
It was 6 a.m. in the Las Vegas airport. I was
anxiously waiting to fly to my next speak-
ing engagement. If you’ve ever been in this
airport at 6 a.m. you know the scenery never
changes. It doesn’t matter if you’re there at 6
a.m. or 6 p.m. – everyone is still gambling.
With the constant ringing of slot machines, I was trying to focus
on my presentation for my next event when security made an
announcement.
“May I have your attention please? Someone left their false
teeth and hearing aid in the men’s bathroom.”
Followed by a very long pause …
“If you can hear me, please come to security to claim your
items.”
No matter what time of the day, this is funny. Everyone in the
terminal burst into laughter. Even the gamblers took a break from
pulling the slots to laugh. This message definitely grabbed atten-
tion and was memorable.
Does your message grab attention? Is what you say memorable?
There’s a famous quote by Carl Buechner: “They may forget what
you said, but they will never forget how you made them feel.”
Think about how many conversations you listen to in just one
day. Can you honestly say you remember everything you hear?
My guess is you remember the conversations that tapped into
your experiences and what you know, as well as conversations
that made you feel good because you laughed.
Every day our words compete with the many distractions
that surround our listeners. The distractions I’m referring to are
endless:
BlackBerrys
iPhones
Laptops
Side conversations
Side conversations our listeners are having with themselves
If you can make your listener laugh, you immediately increase the
likelihood your message will grab attention and be
memorable. Who doesn’t enjoy a good belly laugh? Even if everyone
in the group you’re speaking to doesn’t hear your message, the
second they hear everyone laughing around them … BINGO!
BY STACEY HANKE
*
12 ThePLANNER | March 2010 |www.theplanner.ca
When used well, humour will add energy...You’ve grabbed their attention. Once you grab their attention,
they’re more likely to stay with you unless you cause them to drift
back to where they started.
As I’m referring to humor, I’m not promoting joke telling.
In my earlier corporate years, I invited an attorney to speak at a
workshop for the company I was representing at the time. He
was asked to speak on the legal ramifications of a subject. The
audience included attorneys, human resource managers and state
legislators. I educated the speaker on the demographics, knowl-
edge level and needs of the audience. To my dismay, he began
his presentation with a joke mocking attorneys. My dismay
increased as he continued to tell several more. You could feel the
dynamics in the room immediately change. At the first break,
more than half of the audience left. This is an example of how
you don’t want to be remembered.
When used well, humour will add energy to your conver-
sation. When used inappropriately, you will quickly clear a room.
I define appropriate humour as humour that taps into an individ-
ual’s experiences. It’s humour that offends no one; rather, it
breaks the ice, invites your listeners to be comfortable with you
and encourages interaction through laughter. It’s a great way to
quickly create a relationship with your listener.
Use natural humour. By that I mean, make fun of yourself,
play off what your listener says, and have fun with them, do not
make fun of them.
THE BENEFITS OF USING APPROPRIATE HUMOUR:
Grabs attention.
Keeps your listener’s attention.
Helps you relax, which in turn helps your listener relax.
Increases your listener’s retention of important points.
When used appropriately, it gives both you and your listener a
break from complex or difficult subjects.
BE CAREFUL WITH THE FOLLOWING:
Telling jokes. I cringe when I hear someone say, “I would like
to start with a joke.” In most cases, the person isn’t a good joke
teller, the joke isn’t funny, the joke has nothing to do with the
subject or in the worst-case scenario (as with my attorney friend)
it’s offensive.
Letting humour completely obscure your points. You can
add humour to almost any topic. One instance I can think of
where humour wouldn’t benefit your topic is when you need to
reprimand an employee. Even if you need to communicate bad
news, there’s still room for humour to reduce the impact.
Using humour doesn’t mean you’re not taking your subject seri-
ously. What it does mean is that you can have some fun with it.
Stacey Hanke is an executive consultant, author, coach and speaker with1st Impression Consulting, Inc. in Chicago, Ill. E-mail her at:[email protected] or call (773) 209-5970.
www.theplanner.ca | March 2010 | ThePLANNER 13
MPI emphasizes communication and newtechnology at MeetDifferent 2010 in CancunEd.Note: Some of The Planner staff attended the recent MPI
MeetDifferent conference in Cancun held from Feb. 18 to Feb. 25.
The following is our report of the conference and our visit after
staying at and visiting several hotels, resorts and attractions.
BY LEO GERVAIS
MPI’s MeetDifferent 2010 in Cancun may not have
reached the attendance figures of past conferences, but
the emphasis on technology and education made this a
worthwhile event for planners and suppliers alike.
Several people bemoaned the low attendance of actual planners.
By our unofficial count, there were less than 500 actual planners
(not suppliers) who attended. The economy and location at what
many term “a resort destination” aka a vacation spot probably
had a lot to do with that, and in fairness MPI put on several very
good educational sessions and the overall event was very solid.
HERE ARE THE HIGHLIGHTS OF THE MPI MEETDIFFERENT
CONFERENCE FOR US
1. Sunday General Session with Jeremy Gutsche. Billed as
an innovation expert with a hot website (www.trendhunter.com)
that is followed by top CEOs, Gutsche was an amazing breath of
fresh air who highlighted amazing, cautionary tales of business
hari kari (hi Smith-Corona) and had the passion, energy and
content to really ignite what can be a show-me-what-you-can-do
crowd of meeting planners and suppliers. This young man is def-
initely someone to watch out for in the future. I personally would
pay to see this guy again – he is one of the top three speakers I
have ever seen. The only thing we would have liked to see was
a live 10-minute Twitter Q/A with Gutsche, who could riff on
trends in his sleep. The other General Sessions had content but the
presenters were distant seconds to our fellow Canuck Gutsche.
2. Speed networking. Senior planner Don Murray thought
this was a fantastic idea, so much in fact that he would expand it
to every day of the conference, perhaps a 5-7 every day outside
or on the beach. “It was a great way to meet the people you
really wanted to see,” noted our consultant Lysanne Pelletier.
3. Registration and the iPhone App. Super-fast and efficient
on-site registration for MPI, and the iPhone App provided a host
of info (attendees), schedule, speakers, etc. and allowed users to
Facebook and Twitter right from the app – brilliant!
4. Ask the Expert – Ideas exchanges. These sessions had
great communication between all participants. MPI seems to be
moving toward a much more interactive conference experience
and that coupled with the technology emphasis bodes well for
future MPI conferences. Honourable mention: Creating Meetings
that Excite the Brain for Optimal Learning with Dr. Lawana
Gladney. A succinct and interesting presentation that emphasized
how to keep information uncomplicated and interesting so atten-
dees get more out of it. Think Dr. Phil with a better doctor.
5. Closing night reception. The Moonlight Terrace was the
location for a stand-up dinner with the surprisingly good World
Classic Rockers, featuring ex-members of Steppenwolf, Boston,
Journey, Santana and Lynyrd Skynyrd who played two solid hours
of classic rock from these bands.
The encore featured dozens of planners onstage singing and
even playing with the band, and the sweat-drenched rockers signed
Traditional Mayan dancers at the opening night reception.
Breakfast on the Beach with MPI Montreal showcased two excellent Mexican percussionists – at 7:30 a.m.!
14 ThePLANNER | March 2010 |www.theplanner.ca
plenty of autographs after the show. What
could easily have been another Spinal Tap
was a rockin’ good time and this band of
older musicians delivered a much-talked-
about show. In addition, The Moon Palace
staff deserves kudos for their efforts to hold
a large event right after a rainstorm that
could have been a total disaster.
On the Web: www.wcr.com
HONOURABLE MENTIONS
1. MPI’s relatively new Public Relations
Specialist Kristen Kouk was a standout
who was extremely helpful and did a yeo-
man’s job before and during the confer-
ence. Former MPI staffers Kelly Schultz
and Audra London were always amazing
with the media, but University of Texas
product Kristen shows signs she will be
close to their high level in no time. 2. The
entertainment at the final lunch with the
Water Coolers. This hilarious vocal group
got a standing ovation for their witty per-
formance – seriously. 3. Opening Night
reception at the Hilton: Some planners
said the food was so-so, but the tradition-
al Mayan dancers were amazing, the hotel
staff were very professional and the actual
location of this beautiful hotel on the
newly-reconstructed beach is outstanding.
Highly recommended for a site visit.
4. Breakfast on the Beach with MPI
Montreal. Only Quebecers could be so
chipper so early, but there is no doubt
planners enjoyed this unique event of
bagels and beach.
WAY OFF THE MARK
The check-in and front desk staff at the
2,500-room Moon Palace. Without delving
into a long, sordid tale, suffice it to say the
Moon Palace was severely lacking in what
most planners would call professional
administrative service.
Several planners (and members of The
Planner) endured numerous administra-
tive nightmares that lasted days regarding
check-ins and/or credit cards that were
never fully resolved to the satisfaction of
many of the paying customers.
Couple that with some uneven wait
staff, spotty food service and several
changing stories about fees for excursions
and taxis and the end result is we were
severely unimpressed.
Sorry Moon Palace, but in our view, to
recommend your property right now to
any planner would be sheer lunacy.
A FEW LAST POINTS
There was a strong rumour making the
rounds in Cancun that this was the last
PEC that MPI will hold for the foreseeable
future. MPI will be partnering with IMEX
for the IMEX America show in Las Vegas
from October 11-13, 2011. Word on the
street is that MPI wants to focus on educa-
tional sessions – its strength – and get
away from the tradeshow aspect which
other organizations like IMEX are more
skilled at producing.
MPI’s General Director Bruce
MacMillan stated that “Cancun is a world
class destination. Coming here was the
best decision we could have made. It has
very much exceeded our expectations.”
Activities during the MPI MeetDifferent
2010 Convention included a golf tourna-
ment, a silent auction and other network-
ing events, which helped raise more than
US$125,000 dollars and will be used
towards market research by MPI.
MPI’s WEC will be held in Vancouver, BC fromJuly 24-27. For more info on this upcomingevent or to join the MPI organization, visittheir website: www.mpiweb.org.
MeetDifferent provided a unique conference at a great destination – Cancun.
A skilled bartender shaking and stirring.
www.theplanner.ca | March 2010 | ThePLANNER 15
Cancun: Not just sand and sunshine
PHOTOS AND STORY BY LEO GERVAIS
Cancun the destinationLocated on the Yucatán Peninsula in the
State of Yucatán, Cancun gained its
fame for Mayan archaeology and, more
recently, a booming tourist destination.
The past 30 years have seen Cancun develop
from a city of 500,00 to well over a million
with dozens of resorts and hotels. Hurricane
Katrina recently ravaged the Cancun coast-
line but the Mexicana de Dragados S.A. de
C.V. (an affiliate of Belgian company Jan de
Nul) recently rebuilt approximately 17 kms
of beach at a cost of about $80 million and
it is once again tourist-business-as-usual in
sunny Cancun.
The local CVB (with dynamic PR
Manager Erandeni Abundis) hosted sev-
eral media members for a tour of extracur-
ricular activities in and around Cancun.
Here is a short round-up, and please see
future issues of The Planner and our web-
site for more extensive write-ups and inter-
views with several Mexican tourism experts.
Among the competitive advantages that
Cancun offers as the leading destination
for large events in Mexico are air connec-
tivity, ample infrastructure, quality services
and tax-free international events. Cancun
attracts approximately 630,000 meetings
and conventions professionals every year.
These visitors spend an average of
US$1,250 dollars per stay, 30
percent more than the average tourist.
Dolphin Discovery: One of seven in a
chain of dolphinariums in the Caribbean,
the Cancun location has been in operation
for 15 years. At this all-inclusive experi-
ence, you will shake hands, kiss and inter-
act with live dolphins. It is a truly amazing
experience to see these amazing animals
up close. There is also Turtle Pond, the
Beach Club and Garrafon Park, an aquatic
and recreational natural park located nearby.
Twenty minutes by boat from Cancun.
Price: Ranging from US$79 to $89.
Discounts available.
On the Web: www.dolphindiscovery.com
Xcaret: The Xcaret Eco Park is a former
Maya civilization archaeological site located
on the Caribbean coastline of the Yucatán
Peninsula. Some of this 200-acres site’s
original structures are contained within
the modern-day tourism development and
the park has more than 40 interesting
attractions including: Beaches with natural
water sinkholes and pools, rotating scenic
tower, a wildlife breeding farm, an aquari-
um, a water activities centre, wine tasting
cellar and a superb show with 300 artists
held in the Teatro Gran Tlacho that is
a colourful fiesta highlighting Mexican
culture. A full day excursion. Price:
Ranging from US$49.50 to $99. Discounts
available.
On the Web: www.xcaret.com
Xel-Ha Natural Wonder: Billed as the
world’s largest natural aquarium, The
Planner’s Mike Auctor recommends this
all-inclusive water park to see and swim
among amazing tropical fish, manatees
and dolphins. great snorkeling for novices.
An all-day visit is your best bet. Price:
Approximately US$75. Discounts available.
On the Web: www.xelha.com
Xplor: This is a brand new, all-inclusive
above ground and underground theme
park featuring zip lines (where you are
suspended above the Yucatan forests on a
series of 11 exciting tension lines), a 400-
metre stalactite river that you swim
through, underground cave rafting where
you paddle through the limestone caves
and an amphibious adventure where you
drive a motorized, two-seated vehicle in
and out of the caves. It’s great for the
whole family with very friendly and consci-
entious staff who stress safety above all
else. Lockers and changing rooms avail-
able. Price: Ranging from US$50 to $100.
Discounts available.
On the Web: www.xplor.travel
• • •
For more info on Cancun, visit the following
website: www.cancuntravel.com.
Fabulous beaches are one of the best features of tourist-friendly Cancun.
The entrance to the amazing limestonecaves at Xplor - a great family experience.
16 ThePLANNER | March 2010 |www.theplanner.ca
Chitzen Icha is a must-see Mayan masterpiece
Before I headed to Cancun a few peoplementioned I should take a side trip toChitzen Icha, the mysterious Mayanholy ground located approximately 120miles west of the Mayan Riviera.PHOTO AND STORY BY LEO GERVAIS
The guided Transat tour I embarked upon took the Mexican
goat path route to go there, making an interesting detour
thru Valladolid – population
50,000 – which was built upon
an older Mayan city called
“White Hawk.” The Spanish con-
querors actually used the stones
from the original city to build
the foundations of some of the
older buildings like churches
and the city hall. The people
living in the town are all
Mayans, and some of the older
women still wear the traditonal
dresses. The local economy has
provided more steady income
for these people of
lesser means through tourist
dollars, but modernity has also
changed their lifestyle to reflect the current age as well.
After a stop for lunch (included on the bus tour) at a Mexican
restaurant and gift shop and a cenote (a sinkhole you can swim
in) we arrived at Chitzen Icha. The 16-square mile site recently
received the honour of being one of the the New Seven Wonders
of the World, and a three-hour tour of this impresive Mayan
homebase reveals why. Chitzen Icha means “Well of Wizards” as
the deep well on the property was used to discern who had psy-
chic powers. People were thrown into the well and if they made it
out, it was believed they could see the future. One such man made it
back and prophesized that he would be ruler of CI – and he later was!
The dominant building is the Pyramid of Kukulkan, said
to have been built to honour the founder of CI. It is a four sided
calendar of sorts, with each side having 91 steps (for a total of
364), with the top step being 365. It also has 52 blocks to corre-
spond to the long year cycle of the Mayans. Visitors can no longer
walk up the steps of the temple (or inside most of the buildings
as they are too fragile) but it is still incredibly impressive more
than 1,200 years after it was built.
The temple is renowned for the feathered snakehead at the
bottom of north staircase, which on the Spring Equinox (March
21) is joined by a dark snake body which comes down from the
top of the temple, a shadow created by the jagged corner of the
temple perfectly in front of the sun this one time of year. The
Mayans’ relationship with the sun and how it reflects the
equinoxes and solstices of our solar year with stunning accuracy
is by far the most impressive aspect of the Pyramid of Kukulkan.
Another interesting building is the observatory, which helped
them chart the movements of the sun and Venus, to help them
decide when to plant and harvest crops and make plans for war.
In another infamous astronomical turn, the Mayans predicted the
“end of the world” on Dec 21, 2012, the begining of the Winter
Solstice. So mark your daytimer, just in case.
There are other fascinating
ruins at CI, including the Temple
of 1,000 soldiers and the biggest
ball court in MesoAmerica
where the Mayans played a
game resembling a combination
of soccer and basketball when
the Mayan leaders felt it neces-
sary to please their gods. The
object was to get the ball into a
stone rim approximately 20 feet
in the air by using their elbows,
feet or legs but no hands. The
games would last for days some-
times because of the difficulty in
scoring points and for perhaps
another reason: The captain of
one of the teams (scholars generally agree it was the captain of
the WINNING team) was beheaded to appease the gods, in the
event of a drought, for example.
The only negative thing I can say about the CI site are the
hordes, and I do mean hordes, of trinket sellers. They are every-
where and sell everything from impressive handmade carvings to
stuff that looks like it came over from an Asian sweatshop.
A polite “no thank you” will go a long way, but if you do want to
buy something the old Latin phrase of Caveat Emptor (buyer
beware) is a good thing to remember.
Why you should go to Chitzen Icha: A one-of-a-kind World
Heritage Site that provides a unique glimpse into Pre-Hispanic
Mexico and the very interesting Mayan culture.
How to get there: About two hours drive from Cancun. Bus
tours are the easiest route, and will range from about $60 US to
$100 for deluxe coach service. Entrance to CI itself is only $5,
so you may prefer to drive yourself and do a self-guided tour. Contact
your hotel, resort or the local Cancun CVB to book a bus tour.
On the Web: www.cancun.com/Chichen-Itza
The Pyramid of Kukulkan, famous for a shadow serpent that “slithers” down a staircase during the Spring Equinox.
www.theplanner.ca | March 2010 | ThePLANNER 17
Last month, the Planner asked you
“Q” All of the participants who entered
the contest were eligible for a chance to
win two return airfare tickets to any
destination served by Porter Airlines,
up to a value of $2,500.
AND THE WINNER IS: MARTINE ROBILLARD,
AGROPUR, DIVISION NATREL
Among the many impressive initiatives
undertaken by hardworking planners to
achieve their objectives, here are some of
the great responses we received.
A few months ago while on-site at one
of our conferences, I noticed that my client
and all her staff had a painful look on
their faces. Everyone’s lips were burning.
For some reason, the hotel must have been
very dry. I also realized that all of my staff
were having the same problem, so I drove
out to the pharmacy a few kilometers
away and bought the best chap sticks
I could find. You should have seen the
relief on everyone’s face as I handed them
out. It seemed that this was all they talked
about following the meeting!
It is really amazing how a little thing can
make all the difference to feeling on top of the
world and that it doesn’t matter how much
you spend on gifts or bend over backwards.
Anne-Marie de Lavison
Planet bilingual Meetings &
Incentives
Usually the question is, ‘What haven’t
we planners done to make it a success?’
I feel like there are countless little crazy
things that all planners have done e.g.
The all-nighters, the meticulous folding,
the triple checking… but there was one
event that seemed to be real a challenge.
My linens did not come in and the
event was Orange and Black; the invite,
the flowers and even the speakers were
coordinated. The only black table clothes
available were the ones used the previous
evening for a “seafood” event and I had
five hours until “showtime.” Luckily, I
come from a big family so I called them,
begged their bosses to grant them the
afternoon off and had them wash, deodorize,
re-wash, dry and ironed 86 tablecloths
(with the help of 12 recruited family
members, and me of course). But that’s not
all: I had promised our 24-member ‘family’
a catered home-style Italian meal but my
caterer had a family emergency and had to
cancel… So, that same big ‘family’ set up
tables, cooked through the night (after
washing 86 table clothes and setting up
china and so on) and prepared a feast for
the group – which actually had EXTRA 10
people (thank goodness Italians often
overcook!) – for a true home-cooked meal.
The event was a raving success but I am
still paying my family back!
Franca Gualtieri, Office of the
President
BMO Bank of Montreal
Very early in my career – the 1980s –
I was travelling with a group of tourists
and arrived with them in Ottawa on the
second leg of our journey.
The hotel would not release the keys
for the group having not received the
deposit from the company that had hired
me. Being the one dealing directly with
the clients, I asked the hotel what I could
do to solve the issue. I then marched over
to my bank and got the amount needed
out of my personal account.
Fortunately, I was repaid. However, a
few years later the company went bankrupt
and I realized that I could have lost it all.
At that time, I would have appreciated
our current technology which would have
enabled me to quickly email or call to
solve this situation without getting person-
ally involved.
In conclusion, the trip was a success,
the clients were happy and I learned an
important lesson.
Lyne Montpetit, Manager
KPMG MSLP
We launched a community event at the
hospital for National Mental Health Week.
With limited budget and resources we did-
n’t have as much attendance as we hoped,
especially since it was the first year of the
event. My colleague and I went to the
nearby Go Train parking lots and distrib-
uted flyers on hundreds of cars.
Registration picked up after that!
Andrea Worrall,
Communications Officer
Ontario Shores Centre for Mental
Health Sciences
This April 15, 2010 will be my 19th
year in business.
The event in which I will share with
you, reminds me how “service” beyond
expectations is required in special
events/events management.
I was in Prince Edward Island the
month of September and hosted a VIP-VIP
conference with Canadian delegates. We
were at the Delta Hotel in Charlottetown.
My client and I arrived in PEI a day before
to get the business meeting ready in the
ballroom, meeting with the team at the
hotel and various suppliers/AV/decora-
tors/lighting/security, etc.
There was a huge rainstorm and most
of the clients couldn’t fly from Halifax to
PEI because of the delays, so they stayed
in Nova Scotia and flew out the next day.
Clients were arriving, and we were
waiting for the guest of honor to arrive
with her husband.
CONTEST OF THE MONTH: HOW FARHAVE YOU GONE TO MAKE IT HAPPEN?
18 ThePLANNER | March 2010 |www.theplanner.ca
“So I pitched in with the group, business suit and all...”We had a beautiful suite for her over-
looking the boats and waterway. Right
across the hall was the RCMP station with
security working various shifts. At noon, I
was inquiring if the guest of honors suite
was ready and reservations told me that
the client who stayed there the night
before has not checked out yet.
Then, 12:30 comes rolling on the front
desk told me the same story. I started to
“sweat a bit”. At 12:45 I asked again and
the client just checked out, the RCMP had
just been notified the guest of honor just
got off her flight and would be arriving at
the hotel in 15 minutes, she arrived a bit
early… so, I phoned all the housekeeping
staff on each floor with the housekeeping
supervisor and requested that all staff stop
what they were doing and meet me at the
suite. We all met in a minute and called a
fast “to-do” list, one housekeeping staff
would vacuum, one staff would change
the sheets, one would windex and polish
all the furniture. So I said to the gals, “I
was raised in the hotel/motel industry, I
will do the washroom.” They were
amazed, the RCMP staff dropped their
mouths, so I started to clean the toilet,
sink, bathtub, counter top and windex the
glassware. I threw all the towels out in the
hallway, and asked the girls how many
towels per rack?
I can hear them vividly saying, “Two
bath towels, two hand towels, two wash-
cloths!” So I pitched in with the group,
business suit and all, and continued work-
ing until the job was done.
We were finishing and the guest of
honor was escorted to the other parlour
door, we all high-fived each other and I
thanked all the staff for their efforts. After
the conference, I wrote a letter to the
General Manager Michael Bird to thank
him and his staff who assisted in making
the conference a success.
Carolyn Parker, President
Triple I Event Services Inc.
While working on a fundraising event
for a non-profit charitable organization,
I learned that the Invitations that were to
be mailed by the client's Volunteer
Committee went missing and were not
mailed out. This was a Toronto harbour
dinner cruise, with guaranteed numbers
and the cancellation date had long
expired. The Invitees were called immedi-
ately, however, it was too short notice and
many had previous commitments. For me,
cancellation was not an option since the
organization would have lost a consider-
able amount of money. Also, I had
acquired donated works of art that were to
be raffled off for additional revenue, and I
did not want this to go to waste.
This organization was in dire need of
funds and this would have had serious
repercussions. I went into disaster recov-
ery mode and immediately called all my
colleagues, friends and neighbours to see
if I could fill the boat with paying cus-
tomers. Not only that, but I also managed
to sell tickets on the dock to tourists who
were interested in a dinner cruise and had
stopped to inquire while we were board-
ing. We were sold out.
It was a booming success – the eclectic
mix of guests was amazing and their swap-
ping of stories of how they found them-
selves on this cruise was very entertain-
ing. This event had a truly happy ending
for both my client and myself.
Christine Z. Adelhardt, CMP
Creative Consulting
When I worked as a conference manag-
er at Fairmont Jasper Park Lodge in
Alberta, apart from conferences, I also
handled all of the weddings. Some week-
ends, we would have five or six weddings
going on. That’s a whole lot of flowers,
set-ups, candles, gifts, brides, grooms, and
– especially – mothers of the bride!
During all of this craziness a recently-
engaged couple approached me. They
wanted to get married outside on the
beautiful grounds overlooking Lac
Beauvert. Well, of course, it had to hap-
pen! Arrangements were made, and soon
things were ready to go. The groom wore
his impressive RCMP uniform and the
bride was glowing and beautiful.
One minor detail – witnesses were
required, so I stepped in to be a witness. I
will always remember that experience. I
didn’t just help a couple plan their wedding
and make sure all the small details were
perfectly attended to, I actually participated
in the ceremony to make it happen!
Monica Hailstone, Regional Director
Association of Corporate Travel
Executives (ACTE)
The only big thing that comes to mind
is when I had to organize members to get
to the airport on the big blizzard day in
Ottawa on March 9, 2008. There were no
taxis running to the airport and no buses.
I hurriedly called upon my husband to
come and pick up some of our Council
members to get them to the airport to
catch their flight back home. Having a
van, he was able to get six people to the
airport and they were certainly grateful.
They got the airport on time to catch their
flight, got home safely and in their minds
it made the meeting successful to them.
Rachelle Fauteux, Office Manager
Canadian Council on Animal Care
www.theplanner.ca | March 2010 | ThePLANNER 19
BY CAMILLE LAY
SALT AND PEPPER
What would supper be like without salt and pepper, a pair that
for centuries has added zest and flavour to our repasts? Placed at
the centre of our table or in the capable hands of a chef or home-
maker, we barely glance at salt and pepper shakers anymore.
These once precious vials have, nonetheless, given rise to a con-
temporary dispute over which should have more holes – the one
with the white grains or the other with the black powder?
Opinions vary and even experts do not agree. The issue’s origins
have been lost in the discussion, which has, however, laid founda-
tions for various theories on the topic. English speakers seem to
favour a one-holed salt and many-holed pepper shaker, while
Francophones prefer the opposite. But shouldn’t both sides find
some common ground, in Quebec at least?
We have tried to resolve this enigma, or at least to better under-
stand why the use of these two condiments has erupted in a great
debate that ultimately encompasses matters not just of taste, but of
etiquette, diet and habit.
A BIT OF HISTORY . . .
Once upon a time, your salt shaker would have enriched your
table in the form of an ornately designed gold or silverwork,
decked out in mythological figures or floral patterns, perhaps.
Many centuries ago, the fine piece of art that housed your salt
could also be easily concealed, transported – and ultimately sold.
These beautiful and valued objects were early examples of
“table art.” Today’s chefs know that scrumptious cuisine and
succulent entremets are always enhanced by stunning tableware,
proper etiquette and excellent service.
WHEN SALT MET PEPPER
It took centuries for salt to develop a life apart from the pres-
tigious image of its shaker before it would become paired in the
public mind with pepper. Salt and pepper first became an item in
the 17th century court of Louis XIV. King Louis
proclaimed that pepper was superior to any other spice imported
from the Middle East – although skeptics occasionally sneered that
his royally sanctioned seasoning did little more than mask the true
flavours of the food to which it was applied. With the king’s back-
ing, pepper became the only spice sprinkled on the court’s cui-
sine, where it quickly acquired the same venerable rank as salt.
From that point on, salt and pepper shakers, accompanied by a tra-
ditional loaf of bread, stood at the table’s centre and become an
international symbol of hospitality.
ONE HOLE OR MANY?
History, tradition, new habits and trends are some of the fac-
tors that have influenced the way salt and pepper have been dis-
pensed over the years.
Salt once flowed freely from multi-holed shakers. Pricier pep-
per was in another age sparingly distributed from a single-holed
flask. Today, though, what kind of container should we use? Do
any standards apply in the matter? Apparently, there is no univer-
sal rule. Shaker selection is a very personal issue for any diner.
HERE ARE A FEW REASONS FOR EACH CHOICE:
Each argument has its own logic and we can let our senses be
the judge in deciding which kind of vial we prefer. Your taste, your
gastronomic sensibilities and your pleasure in hosting meals are
key ingredients in selecting appropriate salt and pepper shakers.
Gillian Freund, owner of table Déco St. Germain, a table arts shop
in Montreal, answers questions about dining conventions and
guides customers through the collection of table accessories,
according to your tastes.
Freund offers the aesthetic solution of giving your guests a salt
shaker labelled with an “S” and a pepper shaker, with a “P,” to
avoid any confusion.
• • •
Salt and pepper: A fresh look at twoold favourites
Salt...
...Pepper
20 ThePLANNER | March 2010 |www.theplanner.ca
SHAKER ONE HOLE MANY HOLES
SALT
Preferable because:
-Slows the flow for
those with high
blood pressure or
water retention.
- Reduces the
presence of moisture
inside the shaker.
Preferable because:
- Salt is used more
often than pepper to
enhance taste and
multiple holes facili-
tate its flow.
-Multiple holes also
lets bigger salt grains
through.
-Commonly used
because Western
cuisine uses more salt
than pepper.
PEPPER
Preferable because:
-Reduces flow.
-Pepper was once
more costly.
-Lets thicker pepper
grains pass.
-For reasons of habit
in cultures that prefer
salty over peppery
dishes.
Preferable because:
-It’s a matter of taste
and habit.
-Health: when you
want to enhance
flavour without using
too much salt.
-For reasons of taste,
because pepper has a
sharper impact on
the palate.
Tell me who you areand I’ll tell you how toapply salt and pepper...
Thierry Pelven, sommelier and gourmet (local and wine
products) explains that everyone uses salt and pepper in many
different ways:
• Those who want to ensure that their culinary delights have
a specific flavour should select the single- or multi-holed salt
and peppershaker that that will let you control the flow of your
condiments and give your meals a uniform savour.
• Gourmets and seekers of more adventuresome fare may
wish to obtain a peppermill, which delivers the full aroma of
your preferred pink, black or grey peppercorn as it is crushed.
You can also serve salt with a fine spoon by tapping out the
equivalent of a few pinches on your plate. This scattering of salt
will highlight your meals by endowing each bite with a slightly
different taste.
What do you think?
Write to us at: [email protected]
On the Web : www.deco-stgermain.com
We went to the experts: (L-R) Camille Lay, Thierry Pelven andGillian Freund, at the Déco St. Germain boutique in Montreal.
www.theplanner.ca | March 2010 | ThePLANNER 21
LUXURY: IT’S NOT MONEY, IT’S THE LITTLETHINGS THAT COUNT FOR TRAVELLERS
Frequent business travellers really appreciate the perks that
come with flying 100-plus days a year and staying at dozens of
hotels. When you are logging tens of thousands of lonely miles,
it really is the little things that can make the travel bearable. Here
are a few things hotels have done for their VIPs to make sure they
keep coming back:
• Booking of personal trainers and arranging of airline flights
• Delivery of a client’s favourite specialty coffee to her room
while in various cities
• Ironing, pressing and storage of clothes for frequent travellers
so they don’t always have to take all of their luggage with them
• Storing computer data on guests’ favourite flowers, number of
children staying with them, etc. to help cater to their every whim.
• Tailor-made pillows and bottles of champagne
JOB À LA MODE?You’ve heard of the general manager, the banquets manager
and even the concierge. Are you ready for a fashion director?
After a two-year search, the boutique chain of W Hotels recently
hired Amanda Ross as its global fashion director to increase its
style credentials and its profile within the lucrative fashion industry.
Ross has consulted for Dennis Basso and Elie Tahari and served
as the wardrobe stylist for the TV show “Lipstick Jungle.” She will
create the strategic framework for W’s global point of view on
fashion, whether it be through creating partnerships between W
and designers, fostering relationships between the brand and
influential members of the fashion community or recommending
collaborations for W Hotel The Store’s exclusive designer collec-
tion, Global Glam. Last year, W Hotels appointed a global music
director, Michaelangelo L’Acqua and wanted to hire someone to
guide the brand in the world of fashion.
On the Web: www.whotels.com
LONELY PLANET PROVIDES BEST EVERHOTEL TIPS IN A BRAND NEW BOOK
Lonely Planet offers great travel guides and travel information.
The following are a few edited tips from their latest offering, The
Lonely Planet’s Best Ever Travel Tips (retailing for US $14.99):
1. Contact the hotel directly. Forget the reservations office.
Booking directly may not get you the best rate, but will increase
your chances for an upgrade.
2.Ask hotel staff for recommendations. Ask a concierge or bar-
tender where they like to go in town. If you like where you end
up, ask the staff their for their recommendations and move on in
a gloriously unpredictable manner.
3. Concierges. Use a concierge at another hotel, but be sure to
tip him as if you were a guest.
4. Give the hotel chain a reason to upgrade you. Join loyalty
programs, and flash the card. They work best if you pick one and
stick to it, but hotels have been known to upgrade people just for
joining a loyalty program on the spot – the best time to try this is
at check-in. If you don’t get an upgrade, at least you got the points.
5. Beware of major events. When there’s a convention or major
event on, your appeal for a cheap room is more likely to fall on
deaf ears as hotels usually overbook for these periods.
6. Look for boutique hotels. New places or those that were the
buzz a year or two ago are good possibilities. The places that
haven’t established themselves yet price competitively and older
places have less demand for rooms so use it to your advantage.
On the Web: www.lonelyplanet.com
THERE’S AN APP FOR… YOUR HOTEL ROOMAn iPhone (or other mobile devices) now allows travellers to
check-in remotely, bypass the front desk and open the door to
their room by simply pressing a “key” icon on their mobile
device. Those traveling with an iPhone, BlackBerry, NOKIA,
Android-based or other Windows-based mobile cell phone can
securely obtain an encrypted room key in “full data mode” as
long as they are staying at a hotel that enables the OpenWays
mobile key service.
OpenWays, the global provider of mobile-based access-man-
agement solutions for the security and hospitality industries,
recently announced an application to enable any of the four bil-
lion cell phones in the world to receive a dematerialized key via
an encrypted acoustic tone to bypass the front desk and access
door locks.
This solution uses the principle of Crypto Acoustic Credential
(CAC™) and text messaging (SMS) to securely deliver a key to the
right user anywhere in the world. In addition, the on-line key
management of the OpenWays solutions enables staff to remote-
ly cancel a key service, extend a guest stay or change a guest
from room to room without having to go back to the front desk.
An e-door… who knew?
On the Web: www.openways.com
GUESTS NOT IMPRESSED WITH HOTEL TVS There seems to be a new trend with hotel flat screen, high-
definition TVs: the picture quality is often poor. New hotel TV sets
are “nice looking pieces of furniture” says Marc Ginsberg, a vice
president for DirecTV, a satellite service that is in about 33 percent
of U.S. hotels. But he added they won’t provide a sharp, clear pic-
ture until hotels upgrade the receivers that transmit TV signals to
each room, and pay for new more expensive HD channels. The end
result is standard-definition signals are being fed into hi-def TVs.
22 ThePLANNER | March 2010 |www.theplanner.ca
LEVEL: EASY Solution, page 26
LEVEL: INTERMEDIATE Solution, page 26
Fill each square with a number from 1 to 9 so that everynumber appears only once in each row, column and cell.
SOME SUDOKU RESOURCES ON THE WEB:• www.websudoku.com •www.sudoweb.com•www.dailysudoku.com •www.sudokupuzz.com
Sudoku QUIZ QUESTION OF THE MONTHCopyright:
Do you copy it right?
Copyright is recognized in the Universal Declaration of
Human Rights.
TRUE OR FALSE?
For any question regarding copyrights, please contact:
Companies/organizations located in Quebec: Copibec,
the Quebec copyright licensing agency at [email protected] or
www.copibec.qc.ca.
Companies/organizations located in Canada (outside Quebec):
Access Copyright, the Canada copyright licensing agency at
[email protected] / www.accesscopyright.ca.
TRUE.Article 27 (2) of the Universal Declaration of Human
Rights states that:“Everyone has the right to the protection
of the moral and material interests resulting from any scien-
tific,literary or artistic production of which he is the
author.”
www.theplanner.ca | March 2010 | ThePLANNER 23
Great Art + Good Manners = A Perfect TableBY CAMILLE LAY
Holidays, receptions and intimate
group meals are all excellent
opportunities for making a great
impression on guests. No doubt you
will go all out to design exquisite
décor, create the perfect atmosphere
and organize your tables appropriately
for a family meal or an event you are
organizing. Establishing the perfect
atmosphere is an important part of
building on a gala event or corporate
supper, a process that also involves
organizing each table around your
guests. Ornate and formal approaches
can both deliver good impressions and
highlight your design skills. Ideas abound and your artistic side
can certainly give you an edge when it comes to setting a table.
Equally important, however, is good etiquette. As we shall see, art
goes hand in hand with style when it comes to setting a table and
proper decorum is crucial to a successful dinner. Etiquette will
ultimately prove to be a key factor in showcasing the excellence
of your work and the elegance of your table concept.
Two experts on the subject – Gillian Freund, owner of the
Déco St-Germain boutique of table art and Thierry Pelven, a som-
melier and gourmet who deals in local food and wine products –
offer some tips on organizing your table. Their common sense
ideas can serve as solid foundations for developing a great con-
cept. Whether you are arranging the setting yourself or oversee-
ing the work of a caterer or hotel banquet service, the following
chart offers three ways of arranging a table to meet the needs of
your different events.
GOOD MANNERS FIRST
Whatever the size of your event budget, certain classic rules
apply to setting a table:
- The main plate sits one inch inside the table edge.
- The bases of the utensils are aligned with the base of the plate.
- Knives are to the right in the order they will be used, with their
teeth facing the plate.
- The soupspoon is to the right of the knives, facing up.
- The cheese and dessert cutlery are placed above the plate, with
the knife and spoon on the right, teeth facing the plate, and the
fork on the left.
- Forks are placed to the left from outside to inside, in the order
in which they will be used. Their teeth are turned up or down.
(In the past, the French turned them down to admire the family
crest etched on the back, while the English, who engraved the
crest on the front, flipped them up).
- The bread plate, along with a butter
knife, is set alongside the main plate,
with the knife vertically aligned with
the other cutlery, placed alongside the
middle of the bread dish.
- Glassware is set above the knives,
from inside to outside. Generally, the
water goblet is furthest to the left and
is the tallest glass. Wine glasses are
lined up from largest to smallest. For
aesthetic reasons, you may prefer to
organize your glassware symmetrically
if guests are
facing or diagonal to each other.
- Napkins are placed side by side in
the plate for a supper and on the sil-
verware for lunch.
- Following a meal, used cutlery should be placed next to the
plate, and point to its centre.
UTENSILS FOR EVERY MEAL
You should decide how many plates, settings and glasses you
want to use, based on these rules of etiquette and depending on
the complexity and style of your meals. The following chart will
help you when it comes to selecting and renting tableware.
All of these ingredients should of course be tailored to your
event. In Montreal, Celebrations, Bravo Location and Location
en Fête Outremont are just a few of the many tableware rental
suppliers that can meet your large orders.
Do you want to spruce up a business breakfast for your board
of directors or delight your best clients at a dinner? For groups of
up to 15, the Déco St-Germain boutique provides unique sets of fine
dishes for rental, ensuring quality, trendy designs and originality.
On the Web:
www.celebrationsgroup.com
www.bravoparty.com
Etiquette and Class
www.partyoutremont.com
www.deco-stgermain.com
DRAW ON THE TRENDS
Gillian Freund, who imports remarkable works of table art,
describes how original forms (in contrast with the conventional flat
plate) have emerged from new trends. Such modern crockery includes
oval designs, asymmetrical chinaware (with food only dabbed out in
the corners) and brilliant textures (such as delicate ripples).
Anthracite is a tone that goes well with taupe or grey.
A few basic table-setting rules are always useful.
One inchfrom edge
*
24 ThePLANNER | March 2010 |www.theplanner.ca
Bring more contrast to a dark table this winter with dashes of
orange and violet—then let lime green do the job next spring.
Natural materials, such as slate (ideal in trays for serving hors-
d’œuvres, sushi and finger foods), wood and bamboo (particu-
larly for placemats and platters) are all great choices.
A FEW TIPS
Here are a few ideas for your next dinner event:
• Check for damage to rented dishes and utensils.
Dishes, glassware and utensils that are scratched or chipped
could cost you dearly if they result in a bad impression and a less
attractive table setting.
• Check the make of your china, particularly for a large
supper. Table art lovers will be impressed by your refined taste.
• If your event is short, limit the meal to three services so that
the first dish (often a salad) is only distributed once your guests
are seated. This will keep the food from losing its freshness.
• Do not lay out more utensils than are needed. It may
confuse your guests.
The Planner’s Associate Editor Camille Lay is also President of CLEventive, an event coordination firm. She can be reached at:[email protected].
Etiquette and knowhow
Basic Tables (Moderate Budget)
Classic Table (Intermediate Budget)
Formal Table (Big Budget)
Type of Meal - Groups of up to several hundred.
- 3-service meals, without changing
utensils or glassware.
- Use of inexpensive vessels and table
linen.
- Groups of up to several hundred.
- 3 service meals, with changing of
utensils and possible change of
glassware.
- Use of fairly elegant but inexpen-
sive vessels and table linen.
- Small and medium-sized groups
- Meals of 3 services and more, with
changes of utensils and glassware.
- Use of one vessel and elegant table
linen.
Utensils Required
(Per Person)
1 appetizer
1 main course
1 dessert course
1 water goblet
1 wine glass
1 knife
1 fork
1 soupspoon
1 dessert spoon or fork
1 teaspoon
1 coffee cup and saucer
1 napkin
1 presentation platter
1 plate for each service
1 bread plate
1 water goblet
1 glass of red wine
1 glass of white wine
1 butter knife
1 to 4 knives (depending on the
number of services)
1 to 4 forks (depending on the num-
ber of services)
1 soupspoon
1 dessert spoon, fork or knife
1 teaspoon1 coffee cup with saucer
1 napkin
1 presentation platter for each service
1 bread plate
1 water goblet
1 wine glass for each wine on the
menu
1 butter knife
1 knife per service
1 fork per service
1 soup spoon
1 cheese and dessert spoon, fork
or knife
1 teaspoon
1 coffee cup with saucer1 napkin
Type of Meal Stainless steel utensils
(popular design)
Glass
Inexpensive porcelain
Cotton and synthetics
Stainless steel utensils
(popular design)
Glass
Inexpensive porcelain
Inexpensive satin, synthetics, cotton
Stainless steel utensils
(desired design) or in finer
Finer glassware or crystal
Fine or Limoges porcelain
Superior quality cotton, refined satin
or silk
Service and Layout You can set all utensils and crockery
on the tables from the start for a quick
meal. Otherwise, the dessert and cof-
fee utensils can be brought out later.
You can set all utensils and crockery
on the tables from the start for a
quick meal. Otherwise, the dessert
and coffee utensils can be brought
out later.
Clear used utensils after each service.
Offer to remove used glasses.
www.theplanner.ca | March 2010 | ThePLANNER 25
Halifax airport tops passenger surveyHalifax Stanfield International Airport is the best internation-
al airport of its size according to a survey of travellers. Stanfield
was ranked No. 1 for overall passenger satisfaction among air-
ports in its class – under five million passengers a year – partic-
ipating in the Airports Council International survey. It was the
seventh straight year Stanfield emerged as the best in its catego-
ry, the airport said. Ottawa was also in the top five in the catego-
ry. The best airport serving 5 to 15 million passengers was
Hyderabad, India; 15 million to 25 million,
Baltimore/Washington; 25 million to 40 million, Incheon, South
Korea; and over 40 million, Hong Kong. More than 130 airports
around the world participate in the survey said the Council.
On the Web: www.hiaa.ca
April 2 – Good Friday
April 5 – Easter Monday
April 13 to 14 2010National Business Travel AssociationSixth NBTA Annual Conference and Exhibitor Showcase, Toronto Marriott Downtown Eaton Centre,Toronto, Ont.Contact : www2.nbta.org
April 15 2010MPINational Meetings Industry Day (NMID), 1:30-7:30p.m.Delta Centre-Ville, Montréal, Que.Contact : www.mpimontreal.com
May 24 – Victoria Day
May 25 to 27 2010IMEX 10Worldwide exhibition for incentive travel, meetings & eventsFrankfurt, GermanyContact : www.imex-frankfurt.com
July 1 – Canada Day
July 24 - 27 2010MPIWorld Education Congress, Vancouver, B.C.Contact : www.mpiweb.org
August 2 – Civic Holiday (except Quebec)
August 5 to 7 2010ISES Eventworld 2010Baltimore Marrriott Waterfront Hotel, Maryland.Contact : www.ises.com
• • •Do you want to publicize your event? Please send us ane-mail message at: [email protected]
ANSWER EASYSUDOKU PAGE 23
ANSWER MEDIUMSUDOKU PAGE 23
CommentaryThe Dolphin Dilemma
So you’ve got a great holiday planned out at a five star hotel,
a room with a view, some time for tanning and, of course, a
highlight of your stay will be swimming with some playful
dolphins. What you don’t know is the story of how these
beautiful creatures got to your resort, because if you thought
that they just swam up a warm gulf to get there, you’re wrong!
In the 2009 documentary The Cove (which recently won the
Academy Award for Best Documentary), we learn the unfortu-
nate truth about the industry of dolphins. The dolphins that
don’t get sold to resorts or water parks are speared and sold to
supermarkets as whale. The reason they are packaged under
whale and not dolphin is because dolphins are dangerously
high in mercury, thus endangering the people who eat it.
I’m not saying that you shouldn’t swim with dolphins, but
it’s important to know where dolphins (and other animals)
come from. It’s your choice to decide what you do, but caveat
emptor (buyer beware) is imperative here.
The Cove is the “Blood Diamond” of dolphin movies. I do
recommend it, but be prepared for the gory content.
Emily Dias-Geoffroy, 14
A student at Trafalgar School for Girls
Montreal, Que.
26 ThePLANNER | March 2010 |www.theplanner.ca