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Group 3 Session 2

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Certified Meeting Professional (CMP)

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Presentation Transcript

Housekeeping : Housekeeping How did writing questions go? Question submittal form Introduction in the forum Are your assignments, vocabulary and quizzes clear on the Moodle site? ©2009 Ellen Maiara, CMP & Event Solutions Management 3

Who Defines Success? : Who Defines Success? Stakeholders Board of Directors Conference coordinator Exhibitors Sponsors Attendees Contracted service providers and hotel ©2009 Ellen Maiara, CMP & Event Solutions Management 6

What should be evaluated? : What should be evaluated? Conference program Dates Schedule Learning objectives Speakers Audiovisual Recommendations for the future ©2009 Ellen Maiara, CMP & Event Solutions Management 7

What should be evaluated? : What should be evaluated? Exhibition Hours Quality of exhibitor Quality of attendees Exhibit services and Move in/out Security Promotional materials ©2009 Ellen Maiara, CMP & Event Solutions Management 8

What should be evaluated? : What should be evaluated? Services Facility staff CVB staff Tour operators Transportation providers AV contractors ©2009 Ellen Maiara, CMP & Event Solutions Management 10

What should be evaluated? : What should be evaluated? Other elements Entertainment Recreational activities Spouse/guest programs Social activities Any other ideas? ©2009 Ellen Maiara, CMP & Event Solutions Management 11

When to conduct an evaluation? : When to conduct an evaluation? Before the event Needs assessment Provide benchmarks for post event evaluation During the event Sessions immediately after they conclude After the event 1 – 2 weeks after gauge overall experience ©2009 Ellen Maiara, CMP & Event Solutions Management 12

Surveys/Questionnaires : Surveys/Questionnaires Most common form of evaluation Responses can be biased Leading questions Omitting key questions Vague choices for response ©2009 Ellen Maiara, CMP & Event Solutions Management 13

Surveys/Questionnaires : Surveys/Questionnaires Can be tabulated and quantified Quantifiable/hard data Can be represented numerically Used in executive summary ©2009 Ellen Maiara, CMP & Event Solutions Management 14

Types of Data : Types of Data Quantitative Hard data Represented numerically Allow comparison of scores, ranks, averages and frequencies Responses tallied and assigned point value ©2009 Ellen Maiara, CMP & Event Solutions Management 15

Types of Questions : Types of Questions Checklist List of items Participants check all that apply Which of the following activities did you attend? Opening reception Networking lunch Closing reception ©2009 Ellen Maiara, CMP & Event Solutions Management 18

Types of Questions : Types of Questions Multiple Choice Question Provides a range of response options Also called a Likert Scale or Rating Scale How would you rate the speaker for this session? Excellent Good Fair Poor ©2009 Ellen Maiara, CMP & Event Solutions Management 20

Types of Questions : Types of Questions Ranking Scale Requires respondent to rank a list of items Please rank the following items (1-4) in their importance to you with 1 being the most important and 4 the least. Room rate Airline rate Recreational activities Meeting facilities ©2009 Ellen Maiara, CMP & Event Solutions Management 21

Survey Design : Survey Design Keep it short and easy – limit to one page Ask specific questions, addressing only one topic Avoid professional jargon, abbreviations and acronyms Put harder questions at the end ©2009 Ellen Maiara, CMP & Event Solutions Management 22

Survey Design : Survey Design Ask personal questions in ranges Age Under 18 18-25 26-35 Over 35 Avoid asking names – make it optional Include contact name and information ©2009 Ellen Maiara, CMP & Event Solutions Management 23

Survey Design : Survey Design Number all questions Readable and visually simple Provide space between questions When evaluating different groups, put surveys on different color paper ©2009 Ellen Maiara, CMP & Event Solutions Management 24

Survey Design : Survey Design Offer to make results available to respondents Use online surveys Thank respondents for their time and effort Pretest the survey ©2009 Ellen Maiara, CMP & Event Solutions Management 25

Administering the Evaluation : Administering the Evaluation Distribute on site In tote bags Central drop off location Follow-up with a mail, phone or online survey Include postage paid envelope Small incentive as a thank you ©2009 Ellen Maiara, CMP & Event Solutions Management 26

Analyzing the Results : Analyzing the Results Count frequencies Determine averages Outsource the process to professionals Optical scan Reduce time to read and tabulate Online surveys Reduce time to read and tabulate ©2009 Ellen Maiara, CMP & Event Solutions Management 27

Forms of Address : Forms of Address First impressions are lasting ones Handshake Firm Web to web Direct eye contact 2 or 3 shakes Smile Mention the person by name Start and end conversations Be culturally aware ©2009 Ellen Maiara, CMP & Event Solutions Management 30

Forms of Address : Forms of Address Introductions HOW H = higher authority The person of lesser rank is introduced to the person of higher rank O = older When rank is not a major issue, introduce the younger to the older W = women When there are 2 people of similar age and rank, introduce the man to the woman Exceptions - clients, clergy & political dignitary Receive the introduction and be mentioned first ©2009 Ellen Maiara, CMP & Event Solutions Management 31

Communication & Correspondence : Communication & Correspondence Email Write a solid subject line Put important message first Use punctuation, paragraphs Do not reprimand Be careful about humor, sarcasm, politics, religion & chain letters Avoid emoticons ? Spell check & always re-read before sending Signature lines ©2009 Ellen Maiara, CMP & Event Solutions Management 32

Communication & Correspondence : Communication & Correspondence Telephone etiquette Answer the phone with a smile on your face Keep voicemail message short and to the point Be aware of time when you are returning calls Be organized before placing calls If you are making the call and get disconnected, you should call back If you are place on hold, after 3 minutes, you have the right to hang up ©2009 Ellen Maiara, CMP & Event Solutions Management 33

Communication & Correspondence : Communication & Correspondence Conference call etiquette If you are placing the call, be aware of time zones If you are calling in, be on time or slightly early Always identify yourself before speaking ©2009 Ellen Maiara, CMP & Event Solutions Management 34

Communication & Correspondence : Communication & Correspondence Speaker phones Never answer phone using speaker function Cell phones Remember your surroundings Be considerate Leave the table ©2009 Ellen Maiara, CMP & Event Solutions Management 35

Communication & Correspondence : Communication & Correspondence Invitations Formal Hand addressed in black ink Use stamp, not meter Include who, what, where and how ©2009 Ellen Maiara, CMP & Event Solutions Management 36

Communication & Correspondence : Communication & Correspondence Thank you notes Personal Simple Timely 3-3-3 format 3 minute to write No more than 3 lines Send within 3 days ©2009 Ellen Maiara, CMP & Event Solutions Management 37

Communication & Correspondence : Communication & Correspondence Stationary State image and perception about company Letterhead US 8.5 x 11 inches Logo Quality paper 2nd sheet same paper, no logo Matching envelopes with return address ©2009 Ellen Maiara, CMP & Event Solutions Management 38

Communication & Correspondence : Communication & Correspondence Stationary Monarch US 7.25 x 10.5 US Personal business letters “Executive sheets” If for personal use – imprinted with name If for business use – imprinted same as letterhead Fold over notes Ideal for thank you notes ©2009 Ellen Maiara, CMP & Event Solutions Management 39

Communication & Correspondence : Communication & Correspondence Stationary Correspondence cards US 4.25 x 6.5 inches Less formal Flat heavy paper Print styles Engraving – 3-dimensional impression Thermograph – perceived as 3-d but is not Flat – ink applied to a flat surface ©2009 Ellen Maiara, CMP & Event Solutions Management 40

RSVPs : RSVPs Stands for repondez s’il vous plait (please reply) Reply quickly You must reply, accept or regrets You may change your mind Follow-up with host Never ask to bring uninvited guests Expressed as RSVP or R.S.V.P. ©2009 Ellen Maiara, CMP & Event Solutions Management 41

Receiving Lines : Receiving Lines Do not use with 50 or fewer guests Near the entrance door and away from cocktail area Host Guest of Honor Guest of Honor’s spouse Host’s spouse Relay names or guests introduce themselves ©2009 Ellen Maiara, CMP & Event Solutions Management 42

Independent Meeting Planner : Independent Meeting Planner Fastest growing segment in industry Many different functions Own you own business Home office Self discipline Business plan Finding a niche market ©2009 Ellen Maiara, CMP & Event Solutions Management 43

Core Competencies : Core Competencies Administration Office neat and tidy Process accounts, filing, etc Technology Communication Ensure regular contact with clients Stay current Working with Suppliers Excellent resource ©2009 Ellen Maiara, CMP & Event Solutions Management 44

Core Competencies : Core Competencies Responding to RFPs Build new business Include experience and background Expertise and services provided Ability to complete the project on a timely basis within budget Tools the planner has to complete the project Whether the planner will be using third parties to complete the project ©2009 Ellen Maiara, CMP & Event Solutions Management 45

The Contract : The Contract Contracting parties Scope of responsibilities of both parties Statement about how and when the planner will be paid Mutual indemnification Termination and cancellation clauses ©2009 Ellen Maiara, CMP & Event Solutions Management 47

Legal Structure : Legal Structure Sole proprietorship Limited liability company Tax advantages Partnership Corporation Tax advantages Fictitious name May need to file additional documentation ©2009 Ellen Maiara, CMP & Event Solutions Management 48

Pricing and Start Up Costs : Pricing and Start Up Costs How to price services? Advice from others Personal expenses Business expenses Build a budget Commissions and conflicts ©2009 Ellen Maiara, CMP & Event Solutions Management 49

Dining : Dining Host Lead your guests through the meal Guest Let the host guide you Seating arrangements Removing napkin from the table Speed and protocol of the meal and business Wait to conduct business between the entrée and dessert and/or coffee ©2009 Ellen Maiara, CMP & Event Solutions Management 50

Seating Arrangements : Seating Arrangements Considerations Rank Country Religious officials Elderly Military personnel Executives Seat of honor is to the right of the host 2nd important seat to the left of the host ©2009 Ellen Maiara, CMP & Event Solutions Management 51

Seating Arrangements : Seating Arrangements Each table should have a designated host Alternate male-female seating Do not seat spouses together Round tables are preferable Facilitates conversation Seat speakers as close to the lectern as possible In complicated matters, consult a comprehensive protocol reference ©2009 Ellen Maiara, CMP & Event Solutions Management 52

Seating Arrangements : Seating Arrangements Table host should make introductions If using place cards, honorifics & names should be handwritten Titles and surnames are spelled out in full ©2009 Ellen Maiara, CMP & Event Solutions Management 53

Business Cards : Business Cards Be aware of special protocol Japan present with both hands, slight bow Middle East and Southeast Asia Present with only right hand Include company name and title Do not use abbreviations 2 languages – 2 sided Accept card with both hands. Treat it as valuable ©2009 Ellen Maiara, CMP & Event Solutions Management 54

Flags : Flags Appearing on its home ground Speaker’s right as he/she faces the audience 2 or more countries Same size Separate staffs that are the same height Guest of honor’s flag is placed to the left of the host’s flag Other national flags are placed in alphabetical order, to the left of the guest of honor’s flag ©2009 Ellen Maiara, CMP & Event Solutions Management 55

Meeting People : Meeting People Treat each meeting as an interview Arrive on time Be prepared Remain standing and ready for handshake Walk around the table/desk Wait to be invited to sit Address person by their name Eye contact Listen ©2009 Ellen Maiara, CMP & Event Solutions Management 56

Attitude and Appearance : Attitude and Appearance First impression 5 – 10 seconds Appear approachable Arms at side Direct eye contact Warm smile Reactions to other people 7% spoken word 38% tone 55% nonverbal communication ©2009 Ellen Maiara, CMP & Event Solutions Management 57

Image : Image Business casual A style of dress that is less formal than the standard office attire of suit and tie or dress Casual attire Sports shirt, possibly with a jacket for me, resort wear for women ©2009 Ellen Maiara, CMP & Event Solutions Management 58

Networking : Networking Arrive on time Keep in mind why you are there and who sent you Be confident, extend hand and make introductions Have business cards ready, not brochures Be ready with small talk – not inappropriate topics ©2009 Ellen Maiara, CMP & Event Solutions Management 59

Networking : Networking Don’t monopolize the conversation Be aware of current events Pay attention Maintain eye contact 80/20 Rule 80% time you listen, 20% of the time you talk ©2009 Ellen Maiara, CMP & Event Solutions Management 60

Giving Toasts : Giving Toasts Verbal salute Lift glass Honored guest remains seated and usually does not drink to himself After the toast may rise and say thank you May then raise his glass and return a toast Keep it short, simple and sincere ©2009 Ellen Maiara, CMP & Event Solutions Management 61

Ethics : Ethics No universal ethical conduct exists MPI’s Principals of Professionalism How well will you think of yourself? How would someone you admire respond? ©2009 Ellen Maiara, CMP & Event Solutions Management 62

Ethics : Ethics 6 point test Does the chosen course of action seem logical and reasonable? Does the choice pass the test of sportsmanship? Is it fair to all involved? Where do you think the plan will lead? How well will you think of yourself? How would someone you admire respond? Would it make a difference if your family and friends knew about your decision? ©2009 Ellen Maiara, CMP & Event Solutions Management 63

Event Industry Ethics : Event Industry Ethics Familiarization (Fam) Trips Ethical when they involve a legitimate buyer and a legitimate seller Complimentary room amenities Gifts and cash considerations are not ethical Offering and accepting a bribe is not ethical Incentive not relative to the event is not ethical Separate the lure of incentive ©2009 Ellen Maiara, CMP & Event Solutions Management 64

Event Industry Ethics : Event Industry Ethics One party in a contract negotiation changes the text of the contract without advising or consulting the other part is unethical A venue canceling a booking when presented with a more lucrative deal is unethical Shopping bids by sharing proposals with competitors in unethical ©2009 Ellen Maiara, CMP & Event Solutions Management 65

Event Industry Ethics : Event Industry Ethics Using creative concepts and intellectual property proposed to you but not purchased by you is unethical Leveraging suppliers against one another when one supplier has no chance of being awarded the business Third party bookings at venues and commissions Overestimating room blocks ©2009 Ellen Maiara, CMP & Event Solutions Management 66

Event Industry Ethics : Event Industry Ethics Accounting of gratuity budget Suppliers who raise prices during peak times Perquisites (perks) Payment, benefit or privilege received in addition to regular income or salary Conflict of interest statements ©2009 Ellen Maiara, CMP & Event Solutions Management 67

Accepted Practices : Accepted Practices Code of ethics Professional conduct Maintain integrity Be fair Respect the rights of others Build goodwill Work together to benefit all Living document ©2009 Ellen Maiara, CMP & Event Solutions Management 68

Small Meetings : Small Meetings Determined by number of people Shorter time line Develop agenda Meeting participants – stakeholders Start on time Ground rules Active participant Stay involved Focus on the current discussion Agree to support meeting outcomes ©2009 Ellen Maiara, CMP & Event Solutions Management 69

Thank You! : Thank You! To reach me for a one on one session with your application or to pay for the study group, please contact me as follows: Ellen Maiara, CMP 877-721-0044 813-401-0739 (cell) ellen@eventsolutionsmanagement.com Skype: emaiara ©2009 Ellen Maiara, CMP & Event Solutions Management 70