Positive Steps

This month's article will focus on our nation's recent tragedy and the positive steps we can each take to get through this and similar situations. It is important to note the crucial aspects of keeping our industry on track. This is not only beneficial for each of us personally and professionally it is also good for the country and our world. Often we fail to understand or we underestimate the value and importance of what we all do in the meetings, tourism and travel industries. We must lead… the rest of the world will be watching.

As the tragic events unfolded a few short weeks ago many of you were faced with the daunting task of keeping your meeting, event or training program together. Maybe you were thrown into what we call "damage control" forced to check and recheck the millions of details and possibilities of your future events. Although time stood still and the moments and hours will never be forgotten, our commitment, professionalism and resolve saw many of us through September 11, 2001.

In Harms Way
I was personally concerned for many of the professional speakers that my firm sends around the globe on a daily basis. One such individual was in New York and only two blocks away from the World Trade Towers when they came crashing down. Doug McSwan survived and he and his wife can look forward to seeing their two children grow up. Doug's insight into the terror and evil unleashed that day is balanced by the saving grace of a church bell that rang in answer to his frantic prayers for help and guidance. As the darkness and debris surrounded him the church bells rang in defiance and a flashlight beamed at him from out of nowhere leading Doug and another survivor to safety.

Controlling the Uncontrollable
Another speaker of ours, ML Hannay, was just about to start a two-day training program for one of our repeat customers. As the news filtered in a break was taken so that the group could be updated on the catastrophe. After several hours the meeting planner decided to bring the group back together and into a circle so they could discuss the situation and the next steps to take. The group decided the best course of action was to continue the program. Difficult as it was to continue for ML she knew it was the best thing to do and with whole group's endorsement she continued on. At the conclusion of each program the attendees thanked her for a job well done and for helping them all during such an emotional and stressful time. ML mentioned to me after the program that the best anyone can do during an "out of control situation" is to be proactive with the actions they can take. The whole group of managers agreed.

Supply Side
Shari Young, General Manager of the Sheraton Harborside Portsmouth, and one of our customers from the hospitality side of the fence shared these action items as positive steps that anyone can take during a crisis situation:

• Provide time and access to the latest information about the situation in a central common area.
• Be extra sensitive to your associate's and customer's feelings.
• Take extra time to check in with your customers and vendors. A crisis is a time to band together and support each other.
• Be sensitive to the fact that many folks are not where they most want to be and would prefer to be with their family, at home or even in their own country.
  

Moving From Problems to Solutions
By now you have heard about or have personally experienced some of the drastic changes in our industry. Most of these changes are a direct result of fear. We are witnessing a sort of "Theatre of the Absurd". Among the recent news broadcasts shown were the chaotic scenes shot in front of The Weston Copley Place in Boston. S.W.A.T. teams converged and police and newsmen circled in like bees to honey. I attended an MPI/NE meeting at the Westin Copley on September 19, 2001, just days after the broadcasts, and as the General Manager addressed the group of well over one hundred meeting professionals the truth came out. There was no bomb threat and there were no terrorists. Despite what you saw (or were shown) the issue the police were checking on was a guest at the hotel with a similar name to one of the terrorists! The Westin Copley's guest was in Boston to receive medical treatment. My point is that you would never know that from the sound bites and video clips. Remember the "exact" truth does not sell newspapers or keep viewers from clicking to another channel.

The truth is these are dark times for our country and our industry. We must move away from fear - real fear or imagined. We must look to other nations to learn how they cope with the challenges of terrorism. Our industry leaders and each of us personally need to actively address the media to do the right thing during this national and industry crisis. We must turn off the television and put down the paper and take back our way of life. Dr. Lillian Arleque a specialist on education and how the brain works describes the situation this way: "When people are in a state of fear the blood flow and the chemistry of the brain changes. This causes people to be less creative and they move to more rote or ritualistic behaviors. When you focus on problems (fear), the energy you experience is hopelessness. When you focus on solutions (positive actions), the energy you experience is hopefulness."

As meeting industry specialists we must lead the way and help facilitate the change from living in fear to living. We must move from the problem to the solution. This will require dealing with the real issues of grief, loss, stress, change, leadership, creativity and motivation. Just after the attacks a close friend of mine shared the thoughts of his six-year-old daughter as he tried to explain what had happened. Mary Margaret looked up to her dad and said: " Dad… we are Americans not Amerinots." Mary Margaret, you are right.

Epilogue
It seems ironic to pen an article entitled "True Crimes….Meeting Disasters and Dilemmas" after such a devastating attack on our country and society. This national tragedy has put our daily issues in perspective. Our thoughts and prayers go out to all the innocent and decent people throughout the world who must carry on in spite of - or to spite - a few evil fanatics.