APDT Staff Orientation

2011

Overview of this session

Roles and expectations of Conference Staff Who’s Who? Staff Benefits/Compensation Staff jobs Border Collies Expectations

Customer Service 101 Making this meaningful and fun for you!

What it means to be conference staff

This conference is expecting 1000+ attendees (approximately 1/3 will be first timer or ―conference puppies‖)

Conference staff are the working dogs and glue of the conference. Your job is to keep it going smoothly and assure that all participants have the best experience possible.

Who’s Who?

APDT Membership

APDT Board of Directors

APDT Conference Committee APDT Staff

Details Details

Conference Planners

Conference Task Force

Other committees

Conference Staff

Border Collies

Staff Roles GPS – you will be providing directions to attendees via

dialogues, signs and announcements. Goal – people get where they need to be when they need to be there!

411 – you will be the information resource about speakers, conference/hotel activities as well as the concierge for the conference. Goal – people know their options and are able to access them.

911 – you will be the crisis line. Crisis = everything from a medical emergency to lost books to where are the bathrooms? Goal – assure people are safe and getting the help they need.

1-800-Psychic - you will be the one who anticipates and sees problems/issues and heads them off before they become real. Goal - anticipate and prevent issues from arising.

Staff Roles – It’s an never-ending job Comedy Central- You will be doing everything you can

to assure that people have a good time. It will include dealing with issues, having fun with attendees as well as being a model of how much fun attending the conference can be. Goal – attendees have a great conference!

Conference Jeeves & Alices – You will be the hosts and maids of this conference. Duties include helping people, picking up rooms as needed, generally making sure things are in good shape for our attendees. Goal – people have a smooth, enjoyable experience and learn a great deal!

Pack Leader - You will be leading a small team of border collies, giving them assignments and helping them get their jobs done. Goal - everyone knows what they are doing.

Jobs You May Do Refer to your manual for detailed descriptions

Sign Czar – Assures signage is set up & strategically located. Speaker hosts – Coordinates speaker info and welcomes them. Stage Manager – Keeps stage running smoothly for general sessions. Head Border Collies – Tries to herd this group to recruit, assign and track

border collies during the conference. Dog Host – Arranges and coordinates all dogs needed for demonstrations at

conference and workshops. Bus Wrangler – Helps people find, board their buses, assure bus leaves on time. Session Staff

Speaker Staff - Get’s speaker set up, makes general announcements and introduces speaker, escorts speaker to Q&A room.

Lead Room Staff – Coordinates and runs the rooms, managing border collies, participants and safety.

Conference Tails Waggers - Distributes daily Conference Tails newsletter.

Role of Staff vs Border Collie

Staff are responsible for the management of the rooms, border collies assigned to the rooms and overall running of assigned conference sessions.

Border Collies help in room management and other short-term

tasks. As a staff your role with border collies includes

Mentoring and Guiding - give clear assignments and expect all tasks to be completed.

Complete an evaluation card for each BC and hand into the head BC. Identifying potential future staff people. Providing leadership and directions in challenging situations.

Staff Benefits & Compensation

You will receive at no cost to you Conference registration and cd of

sessions. Hotel room (shared with other

staff) from 10/11-10/15. Four green polo shirts and one

sweatshirt to be worn during the conference and returned at the end.

One conference t-shirt & sweatshirt that you get to keep!

Staff Benefits & Compensation

You are responsible for Meals

Parking

Transportation/Travel to and from the conference

If this causes you hardship or you are unable to agree to this, please contact Paul or Judy asap.

Common Conference Gear

Neck Wallet

This identifies conference participants.

Name.

Days that they can attend events.

Must be worn to enter all events.

Session @ A Glance

Easy to use guide to all conference events

Shows Times

Locations

Topics

Extras available at registration desk

Conference Workbook

This includes Session Descriptions Speaker Bios Session Notes Evaluation Forms Exhibitor Directory

Encourage people to write name and phone number on it so it can be returned.

Customer Service

Your Best Customer Service Story

Can you name three words/phrases to describe your best experience?

Your Worst Customer Service

Experience

What three words would you use to

describe your worst?

What is the common thread?

One of the following was not listed as

an attendee favorite at last years’

conference?

Pig and turkey at the

opening reception.

Being thanked for

helping by a staff

person.

Everything starting on

time.

Professionalism &

organization - FIRST

CLASS!

Being a border collie.

Who would have thought . . .?

“Seeing the big pig and turkey at the opening reception.” Once we figured out they were not speaking metaphorically . . . . . .

Attendees least favorite things about

staff

The Fruit Nazi.

The overcrowding in

the classes.

Being told in a seminar by a

staff member that questions

were to be asked later when I

was just raising my hand

(along with other people)

because the speaker asked the

audience “who has done

this?”

Border Collies and staff

were often rude and abrupt

when giving instructions.

Some of the door

“greeters” were cold

or rude. Some speakers

intros by the staff

were kind of

“scoldy.”

But we are getting better- last year in Atlanta

There were only two complaints about staff in the general evaluations. That is GREAT!

But - issues were brought up during the conference about rude interactions, lack of helpfulness in safety issues and other customer service aspects. This is a continual work in progress!

People remember HOW they FELT more than what

actually happened.

That is what conference attendees remembered about

their experience

How do you want them to feel about you?

Customer Service Mentality

Treat everyone, everywhere as though they may be your next most valued customer, boss, client or friend.

Dealing with Difficult People It’s a BLAST

Believe – the issue is real to them Listen – stop and listen to them. Don’t immediately respond,

relax and clarify. No excuses – just solutions! Apologize – for their frustration. Feel their pain. Sincere

understanding will diffuse many situations. Satisfy – ask what can I do to make this right for you?

Recognize your parameters. You cannot change room size or fire code. But you can get a new bottle of water or write up their concerns to give to conference planners.

Thank – At the beginning, middle and end. Thank them for sharing. If they don’t share we cannot begin to even try to address the issue.

Note: If you promise to follow up with them, make sure you do!

As my momma said, that which doesn’t kill you will only make

you stronger!

Common issues that arise for conference attendees?

Problem #1 There is not space left in this room.

―I paid a lot of money JUST to come to THIS SESSION

and now you tell me it is FULL!!!!‖

―I asked my friends to save me a seat but they forgot. I was

SUPPOSED to have a seat here!‖

How will you respond?

Space Related Issues

Check to see if there is additional seats - walk through room and look.

If room is full and people are saving spaces make a general announcement that 5 minutes before doors close ―no seats can be saved‖.

Call Details, Judy or Paul to find out if there is additional seating is possible.

Encourage people to wait until a seat opens up.

Other ideas?

Be Hard On Issues & Easy On People

Be solution focused!

Problem #2 - I don’t have my name tag.

“I left it in my room.

Gosh you’ve seen me

everyday.”

What would you do

with this situation?

“By the time I get back here with

it, I’ll miss the presentation.”

This is one method to cool them off but then you

would have to mop the floor.

Win Them Over! – Nice People Get

Results If the room is not overflowing,

offer to save a spot while they get their name badge.

Send them to the registration desk to get another one if it is lost.

If badge is in the session already, escort them in to get it.

Other ideas?

Problem #3 - They want to sit in the walkway and insist someone else said it

was OK. ―I have to stretch my legs due to surgery I had on my knee.‖

―My computer is running out of battery and I can only plug it in on the wall.‖

―It’s too crowded and I need to be able to spread out.‖

How would you deal with this issue?

Go the Extra Mile for Others

Safety Hazards Consistent enforcement is critical!

Fire Marshall is a big deal. Their job is to assure that people can exit the building safely in the event of a fire. People sitting in the aisles prevent egress in an emergency. Violations of fire code can close our conference down.

Make announcements about aisles before sessions start - be proactive.

For people with disabilities, they need to request accommodations PRIOR to sessions. Have them talk with Details Staff, Judy or Paul.

For computer issues, apologize but consistently enforce the rule.

Service Dog Issues

Service dogs cannot be in walkways. How can you graciously relocate the person and service dog to assure a safe environment? Move toward front or back of room where

there may be more space.

Look for an open space marked for a wheelchair and relocate service dog team t this area.

General Good Practice Tips

1.Be helpful

2.Be consistent

3.Be friendly

4.Be respectful

Leave a trail of gratitude

Let our

attendees

know we

appreciate

them!

When there are big fish to fry, don’t do it alone, contact staff

at Details, Judy or Paul

Even if we cannot solve the issue, maybe we can put something in place to deal with it in the future. Look for long-term solutions for

today’s issues.

In the meantime, take care of

yourself

When you have fun, they will have fun!

Adopt the FISH! Philosophy (Stephen Lundin, Harry Paul, John Christensen)

Be There – Think about how good it feels when someone gives you her or his undivided attention, focusing on your needs and feelings.

Play - People who find ways to incorporate ―play‖ into their daily lives approach their work, responsibilities and challenges with energy and enthusiasm. In fact, some of the best innovations in the world are a result of playing with ideas. And some of the most serious environments can also benefit from a sense of playfulness.

Make Their Day - Means taking a genuine interest in the unique gifts of others. Spontaneous or planned, when you make the effort to brighten someone’s day—not because you want a reward, but because that’s the person you want to be—you receive an internal gift that makes life even more meaningful as well. No matter what, making someone’s day is a win-win. Every single time.

Choose Your Attitude - ―Choose your attitude‖ asks only that you make your own choice and not try to pass it off on something or someone else. Once you accept that you are the only one who is choosing your attitude at this moment, you can decide whether to keep it or shape it into an attitude that’s more satisfying. You control your attitude, not the other way around.

Learn more about FISH in practice watch this youtube video

http://www.youtube.com/watch?v=NtriF8cIs1g

Welcome to the 2011 Conference Staff!