Chapter 12
Includes listening, apologizing, empathizing, explaining, and acting.
What is five-point method to dealing with upset customers?
Understanding that you cannot do everything is part of this event day task.
What is delegating?
Helps maximize overall efficiency with which people communicate while minimizing unnecessary clutter.
What is a communication plan?
Event planners may ask the various stakeholders to complete a report that highlights findings from the event and provides recommendations for improving future events during this post event action.
What is debriefing?
During this part of the event timeline event managers start with a meeting of all key stakeholders.
What is event planning?
Seeks to brief and address staff about typical problems.
What is problem resolution?
Coordinating with multiple staff to ensure everyone knows what is happening and when things need to happen is part of this event day task.
What is communicating?
The process of providing continuing satisfaction and reinforcement to individuals who are past or current customers, which will help to create lasting relationships.
What is aftermarketing?
A search for the best practices that will lead to exceptional performance through implementation of practices.
What is benchmarking?
During this part of the event timeline event managers gather data that will assist with the planning of the event.
What is event research?
Helps staff to identify supervisors and management and understand authority.
What is chain of command?
Detailing actions that need to be in place to address how everything will be accomplished is part of this event day task.
What is planning?
A podium, microphone, organization logo, and water glasses for speakers are needed for this.
What is a press conference?
The type of evaluation that helps maintain control over the success of the event and is helpful for professional development.
What is staff evaluation?
During this part of the event timeline event managers prepare and distribute surveys and questionnaires and collect, tabulate, and analyze the data.
What is event evaluation?
Should be in place to deal with anything that could disrupt an event or place participants, spectators, or personnel in harm.
What is a contingency plan?
Flow of activities, vehicles, spectators, participants, officials, and materials around the site are these type of event day concerns.
What are logistical?
This can take many forms: newsletter, follow-ups on contests or sweepstakes, posting of photos and videos.
What is promotion?
Widely used to sell key stakeholders on bidding on and hosting an event in their region due to the positive impact the event will have economically.
What is economic impact?
During this part of the event timeline event managers synchronize and integrate activities, responsibilities, and organizational structures to ensure that organizational resources are used efficiently.
What is event coordination?
Putting substantial thought into what could happen during the course of an event is part of this event day task.
What is anticipate?
One of the most important factors in managing the day of the event.
What is information flow?
This post event media has the goal to release noteworthy information from an organization to its targeted group.
What is a news conference?
Seen as a more comprehensive measure when compared to ROI.
What is return on objective?
During this part of the event timeline it is most appropriate to consider possible areas where the event process may suffer a service failure.
What is event planning?