IMPLEMENT EVENT MANAGEMENT SYSTEMS AND PROCEDURES

IMPLEMENT EVENT MANAGEMENT SYSTEMS AND PROCEDURES
D2.TCS.CL5.16 Trainer introduces class to the unit.

Subject elements This unit comprises three Elements:
Confirm event requirements Implement event systems and procedures Evaluate event management systems and procedures Trainer advises this Unit comprises two Elements, as listed on the slide explaining: • Each Element comprises a number of Performance Criteria which will be identified throughout the class and explained in detail • Trainees can obtain more detail from their Trainee Manual • At times the course presents advice and information about various protocols but where their workplace requirements differ to what is presented, the workplace practices and standards, as well as policies and procedures must be observed.

Assessment Assessment for this unit may include: Oral questions
Written questions Work projects Workplace observation of practical skills Practical exercises Formal report from supervisor Trainer advises that assessment for this Unit may take several forms all of which are aimed at verifying they have achieved competency for the Unit as required. Trainer indicates the methods of assessment that will be applied to them for this Unit.

Element 1 - Confirm event requirements
1.1 Review identified requirements for the event 1.2 Meet with relevant personnel 1.3 Review existing event management systems and procedures 1.4 Develop additional event management systems and procedures, as required 1.5 Submit systems and procedures for approval 1.6 Communicate event systems and procedures to relevant parties Trainer introduces the six performance criteria which comprise element 1

1.1 Review identified requirements for the event
It is important to identify client requirements in order to determine whether or not the venue can, or wants to, provide what is required. Identified requirements for the event include: Timing Type of event Style of event MICE Consider the bullet list under ‘Style of Event’ and ask learners how many they are familiar with or indeed have attended. Explain as needed those events that learners are likely to be less familiar with such as Trade shows, stage productions, AGMs etc. View the links as needed to give an indication of different types of event. Elizabeth Andrews deals with corporate occasions Pattis hire is of course and equipment hire company the other two are event management companies Detail the MICE acronym and ask What types of events are associated with each category? Have each group list three answers for each category. Why is the MICE sector very appealing to hotels as a key market to attract? Now explain and indicate how lucrative this industry is. The link to MICE magazine will provide information on upcoming events (AUST & New Zealand) and other news as well as lots of images. What website or industry magazine is available in your country for you to stay informed in this area?

Identified requirements for the event include: Venue location Size and type of room Numbers attending Technical equipment Access Bump-in and bump-out Cover points as needed. Encourage learners to think outside the square and consider some more unusual locations depending on numbers. Train stations, desert, fields, remote islands. Activity – research 3 unusual locations an event has been held and report back to the group. What was it for, how many people, what type of event was it. Emphasise that type of room can vary greatly depending on the event in question. Give some examples Numbers attending may impact the type of catering provided and produce or products used Availability Specially grown Supply and demand Size of supplier Logistics Question learners on their understanding of technical equipment. Do they think small scale or large scale. Brainstorm the answers Connect to the links. AVD and Staging Connections are well known reputable companies in Australia. Explore their site to give learners an insight into what is possible. Find a company sight for your country as well. Access, Bump-in/out – consider things such as car shows, home shows, garden shows, food and wine shows, gala weddings and dinners with media attendance. Logistics with coordinating deliveries, construction, IT and AV, events pre and post the event in question which can cause time constraints now consider smaller occasions - family weddings and celebrations and small business events and awards nights. Tell learners you will show them some images to consider shortly.

Identified requirements for the event include: Themes and decorations Style and format Room layout z2MMCFUpxvAodUjQAUg Consider the logistics with this. Can be as simple as balloons and place cards through to quite complicated (as discussed on the previous slide) involving much planning. Discuss these points according to learners knowledge and experience. Have them consider the systems and procedures they would rely on to manage and maintain order and control or the various different types of events and occasions. View web links to show the variation of events and consider all points discussed so far Themes and decorations Style and format Room layout Plus Type of event Style of event MICE Venue location Size and type of room Numbers attending Technical equipment Access Bump-in and bump-out

Identified requirements for the event include: Security Media Use of external suppliers Again consider the logistics with this based on size of event and seek any personal experiences from learners they wish to share. Other consideration not mentioned in trainer manual Security Could alcohol cause behaviour issues Are there valuable items on display If external security is brought in, will they work with or separately to any venue security? Media The number in attendance Is it just photographers or will TV stations be interviewing or broadcasting Will they be roaming the venue or in a fixed location External suppliers This list can be extensive. Have learners brainstorm a list within their group. Compare who has the longest list. This could be a reward challenge if energy is low. Have sweets or something for the winners. Refer back to any relevant images from web links to emphasise key points from these topics

Identified requirements for the event include: Identification of stakeholders Event liaison and management Review the list of stakeholders in the TM. Learners to indicate the involvement of each stakeholder and why they or their position within the event needs to be considered? Event liaison and management is a critical point. Discuss and give examples of lines of authority and liaison particularly with events involving many stakeholders. Ask learners to share any personal experience that is relevant. Purpose is to confirm learners are aware of the many different people involved in an event and the responsibility they have to each of them. Effective systems and procedures will support them to do a good job and in some cases protect them when things go bad.

1.2 Meet with relevant personnel
The type and extent of the event will determine who you should involve. This will vary greatly depending on whether the event is a: Sit down in-venue dinner Conference or Meeting Multi booth expo Outdoor carnival Concert Festival or Public event the likes of a marathon, cycling or swimming event Continue to remind learners events are not just about large dinners in hotel banquet rooms. Ask learners to list 3 different types of event from this list. View the list of people learners might talk to on the next two slides and ask the learners to list which people from the list they need to talk to under each chosen event and why? What needs to be talked about with that person regarding the event in question? Can they add anyone who is not listed in the TM?

The following list is indicative of who you might talk to: Property owner or manager Hotel/Venue/Event management staff Head Chef Food and Beverage manager Bar manager Restaurant manager Head Housekeeper Entertainment/Event manager Head of Security Refer to notes on previous slide for student learning activity – this slide lists relevant venue personnel who might be consulted

Emergency services Police Fire Ambulance Government authorities Roads/Traffic control Health & safety External contractors Event construction company Security services or contractor Floristry Audio visual (AV) Food and beverage vendors Freight Refer to notes on previous two slides for student learning activity – this slide lists outside authorities and contractors/suppliers who might be consulted

1.3 Review existing event management systems and procedures
This chapter looks at many standard event management systems and procedures that may be required to be followed in various venues You may find the systems and procedures within your workplace need revising, updating or just minor alterations in particular areas to make them more appropriate or efficient Trainer to use example systems and procedures to lead the discussion in to examples derived form student workplaces – both current and past

Systems and procedures for office administration Template Pro-forma Essentially an outline of details to be completed or forms with information partly filled in. They often include legal clauses, company policies, terms and conditions. As listed in glossary. Have a range of examples to show. Almost all administrative procedures need to be completed on one of these. Template A document with pre listed sections serving as a guide for details to be completed Proforma Denoting a standard document or form, especially an invoice sent in advance of or with goods supplied: a pro forma invoice 1.2(Of a financial statement) showing potential or expected income, costs, assets, or liabilities, especially in relation to some planned act or situation: Source - See next slide for examples

Systems and procedures for developing event concepts Organisational standard report forms Position descriptions Company policy documents Code of ethics Performance standards Job behaviour standards Discuss each of these as needed referring to TM notes and ensuring learners have had personal experience with or are familiar with their existence. Have examples available.

Systems and procedures for selecting event venues and sites and preparing event proposals The process of negotiating Price Timing Preparing event proposals The critical nature of quotations Factors to take into account when developing a quote Preparing and send proposal Discuss each of these points in relation to the necessity for following system or procedures or creating them if they do not or are ineffective. Have samples of documents completed or as templates to show

Follow up proposal The event contract Booking conditions Deposits and financial information Preparing confirmations Trainer to present example documents from local venues and lead a discussion on the systems and procedures operating in student workplaces

Providing on-site event management services Inclusions in an event management plan Staffing requirements Security Management of external contractors Running sheets/running order ….see trainee manual for additional points Working with the notes in the TM ensure learners are familiar with each of the bullet points listed. Activity Choose three large or major events from your city. In small teams allocate an event to each team. It may be appropriate to have the event allocated twice for comparison reasons later. Complete an event management plan covering each of the bullet points listed in the TM Purpose – work in teams, allocate roles, source information, present to group.

Providing on-site event management services Identify and consider possible event impacts and take appropriate action Shortage of staff Loss of power or IT connections Equipment malfunctions Excess noise affecting other areas of the business ….see trainee manual for additional points Working with the notes in the TM ensure learners are familiar with each of the bullet points listed. Activity Working in the same teams, identify the impact the points listed in the TM may have on the event learners detailed in the event management plan. Purpose – Considering contingency plans and accountability to stakeholders .

Providing on-site event management services Use checklists Regardless of the list of activities to be performed, there must be a method of ensuring that all important activities are not only completed, but can easily be monitored to ensure they have been completed Refer to the conference checklist in the TM and discuss as necessary. Ask learners Who uses checklists currently? Do you review the checklists to ensure they are relevant? Who’s responsibility is it to ensure the checklist is completed within your work area?

Providing on-site event management services Preparing for the event Mise-en-place Taking action to address service problems Using programmed decisions Discuss systems for Mise en place. Ultimately this can mean using a checklist to ensure nothing is missed. Discuss addressing problems using points in TM. It is essential learners make note that maintaining a visible presence and being actively engaged in the task will be key to identifying problems early enough to stop them or at least have a suitable plan of action. Remind them that as a customer we like to be reassured that the manager or owner of the company is taking an interest and overseeing activities. Discuss programmed decisions. Who knows about these or has used them? In what situation? Do you think they are a good idea? Key point. If you are able to deal with a customer and provide a clear and decisive course of action based around using a company programmed decision, you are likely to win the customer over with your professionalism. Be sure you have practiced what needs to be said so you don’t stumble over the words or the opposite impression will be given. Share any relevant stories on good and bad managers/owners that relate to this topic. Have 1-2 scenarios prepared based on the learners area of work to practise a response. Do this in front of the group or in small teams. Ask the learners to film each other with their phones to review their actions and speech. (only if they want to)

Providing on-site event management services Preparing for the event Prepare, update and distribute event documentation Staffing Event liaison and management structure Finalising event and event breakdown Discuss importance of updating event information for all stakeholders. Brainstorm changes that might have a big impact on the event. EG; dietary requirements, expected numbers, arrival times, an activity added or taken out, change of date, cancellation and so on. Discuss using version control on documents and ensure all learners know how to do this on the computer. Version control needs to be large enough for stakeholders to identify the correct version quickly. For example it would be unwise to have the version control as an 8pt footer on the page that is unnoticeable. Have examples of version control to show. Some venues also identify people or departments at the top of the page to clearly show who is in the communication loop. Staffing – identify who has experience with rostering staff. Do they consider the mix of staff in this process? Discuss in detail as needed based on learner knowledge and experience in this area. Ask learners to consider their workplace and identify skill levels and experience required in areas or on particular days. Explain the steps associated with staffing a catered event. Have an activity for learners to allocate staffing to ensuring a good staffing mix. Event liaison – brainstorm examples when learners did not know who was in charge and how the situation could have been avoided. Consider small occasions to large events with multiple managers and departments. Finalising event - Ensure awareness of the next event to make best use of current staff on duty for preparation. Checklists are key to ensuring everything is packed down properly.

Providing on-site event management services Managing the involvement of contractors Systems and procedures for catering Types of event factors that impact on catering Types of packages Review and discuss points in TM as needed. Identify who has had experience with dealing with external contractors. Any relevant stories to share? If sourcing providers is a regular task then a file of reputable one’s you have dealt with is recommended so you can build a relationship. Catering Review the points that impact catering from the TM and provide or brainstorm examples or reasons this point is included. Have a few sample event information packs to show learners what customers make their selection from. Ensure they understand the different types of packages available and what would be included in them and the price point.

Providing on-site event management services Systems and procedures for processing event registrations Systems and procedures for organising infrastructure for outdoor events Review and discuss points in TM as needed. Discuss knowledge and experience with registrations. They are no different to a hotel reception desk. Need to be in a good location, tidy, efficient, safe with good signage and skilled, friendly staff and able to cope with queues. Look at the variation in points for conferences, exhibitions, sports events Click on the link and click on the ‘register’ tab top right of page. Follow through to show what a registration page looks like. Explore other tabs. Reed gift fairs are very large exhibitions for the retail industry. They are for trade only not the public. Consider the importance of good systems and procedures with capturing data and ensuring smooth operation of such events. Knowledgeable and experienced staff are a valuable resource. identify steps associated with handling event registrations Ask the following questions explain why it is important to monitor the progress of registrations on a regular basis identify documents used to help finalise registrations identify materials that need to be prepared before an event such as a conference or expo identify considerations when setting up a registration table. Outdoor events Discuss the points throughout this topic. Gauge learner knowledge and experience in working at or attending such events. Have learners complete the activity encouraging questions on any point they are unsure of. This should be a large activity requiring an in-depth checklist and thorough review of notes. The focus should be systems and procedures for ensuring smooth running. All managers will be accountable for success or failure. Activity In groups of approx.6 choose a manager for the group. Consider your venue (a 5 star international brand hotel) has a large marquee at a large food and wine festival. It seats 100 people and has a buffet and bar. You are also selling a range of house made products, breads, chutneys, spices, cakes and so on from a retail point adjoining the marquee .Your venue is running a shuttle bus service to and from the event for house guests. This is a ticketed event to the dining and bar area so access must be controlled. Work from the notes in the TM to determine what infrastructure you will you need to put in place. Explain how you would monitor the implementation of these items to ensure they are operationally ready for an event. As a group make a checklist and delegate responsibility and reporting lines.

1. 4. Develop additional event management
1.4 Develop additional event management systems and procedures, as required Why should systems and procedures be developed? Determining areas where new or revised systems and procedures are required Reviewing historical information Identify if learners have been involved with creating or updating systems and procedures. Is there a system or procedure that comes to mind that should be revised or should be implemented within their workplace now? Learners to provide examples Has any learner had to consider the business plan when considering systems and procedures? Brainstorm most common procedures for: Specific operations conducted within the business Staff conduct, grooming, dress and appearance Safety Security Client interactions Environmental control Staff remuneration/compensation.

1. 4. Develop additional event management
1.4 Develop additional event management systems and procedures, as required Observing current practice Conferring with others Legal requirements Identify and analyse internal and external factors Observing current practise Observe, take film or photos, make notes. Essentially time and motion studies to gauge efficiency and effectiveness prior to making changes. Needs to be done in an open way to keep staff on side. Conferring with others Discuss importance of talking to staff, stakeholders, outside experts and customers in various situations. A decision that takes in a number of viewpoints can often be more effective. Legal requirements, Insurance requirements and lease restrictions Discuss relevant points and check on knowledge and experience in these areas. Not always relevant when implementing or adjusting system and procedures on a daily operations level but need to be considered. Capability of incorporating technology A key area where systems and procedure need to be revised or completely re-written. Discuss with learners how they would do this? Identify and analyse internal and external factors Discuss points and complete activity. Discuss finding with the group.

1.5 Submit systems and procedures for approval
Who should input be sought from? Ask learner to keep TMs closed. Show slide and brainstorm this question? Follow on with why should input be sought. Have discussion Review TM and discuss key points for last two topics for this criteria Acquire approval or consensus Considerations in the process

1.6 Communicate event systems and procedures to relevant parties
Direction of communication Downward communication Upward communication Lateral communication Discuss key points and complete activity in TM. Complete Work Projects for this Element from Trainee Manual as time allows either individually or in work groups. If no time then direct learners to complete as homework.

Element 2 - Implement event systems and procedures
2.1 Integrate event management systems and procedures into standard operating procedures 2.2 Provide training for staff in application of systems and procedures 2.3 Apply the approved systems and procedures to the operation of the event 2.4 Capture and record data in relation to the conduct of the event 2.5 Supervise implementation of the established systems and procedures 2.6 Take remedial action to address problems or deficiencies in the established systems and procedures Trainer to introduce the performance criteria from Element 2

2. 1. Integrate event management systems and
2.1 Integrate event management systems and procedures into standard operating procedures Communication with staff Hold a meeting of all staff Explain the need for the systems and procedures – it is extremely important to explain the ‘why’ and not just the ‘how’ Distribute hard copies of all documentation to all staff Make copies of all documentation available in the staff room and within individual departments ….see trainee manual for additional points Discuss points raised and question students on their experience in this area in their current or past workplaces

2. 2. Provide training for staff in application
2.2 Provide training for staff in application of systems and procedures Reasons for the training Outcomes of the training Learners are notified of the training details Timing and location of the instruction/demonstration Have a discussion with learners about training. Make relevant notes on whiteboard or flipchart for the class. What constitutes good or bad training. Training they have been involved in or have seen that was good or bad. Was the training useful? If they were conducting training how would they do it? What would they do differently? Explain learners will be required to create a training plan that incorporates systems and procedures. Discuss importance of bullet points for each topic.

2.2 Provide training for staff in application of systems and procedures Operational safety of the learner Equipment safety OSH as a training topic Safe place versus safe person Providing explanations Factoring in the environment Identify that OHS has been included here as it is essential that all staff are trained in the systems and procedures in every workplace everywhere. Often systems and procedures in this area are not enforced or are ineffective or out dated. Operational safety of the learner Equipment safety Brainstorm training topics relating to systems and procedures that may be conducted within the learners field of employment that would require safety consideration. Bed making, using knives, floor cleaning, moving tables and chairs, operating espresso machine, cooking, using guillotine and so on Refer to notes in TM to recap OHS as a training topic Safe place versus safe person Review the notes as needed. Providing explanations Review bullet points in TM as these are key points Factoring in the environment Enquire where learners may have conducted training or have been trained previously. Was it appropriate and suitably equipped. Was it last minute? Review TM notes

2.2 Provide training for staff in application of systems and procedures Demonstrating work skills I do it normal I do it slow you do it with me then off you go Preparing to train staff Trainer please note this activity can take in excess of 2-4 hours depending on class numbers. Consider logistics of delivery, planning and presentation Complete discussion and coverage of each of the remaining topics in this performance criteria 2.2. Inform learners at the end they will need to prepare a small training session for demonstration and peer review. It will be not more than 15 minutes in total including discussion, demonstration, training, practise and debrief with trainee. Purpose - to ensure a standard training system or procedure is documented and followed within the company for consistency. Note any assessment must be consistent. Same times, standards, requirements and questions. Activity Imagine you are opening a new events venue and you need to train the staff in systems and procedures. This will be a trial phase pre-opening to identify any gaps or changes that need to be made. Knowledge, experience and skill level of staff is varied so you need to show everyone regardless. Choose a very small task that you can demonstrate to one-two trainees. It could be anything from taking an event enquiry, interpreting an event order, evacuation procedure to assembly point, first aid procedure for heart attack or flesh wound, finalising the account on completion of event (needs to tie in with event management systems and procedures) Have a training plan prepared as you are setting a standard for the supervisors who will go on to train other staff. It is vital everyone is trained to the same standard and assessed for competency the same way. Use one of the templates provided in the TM to assist you Use the notes in the TM to help. The trainer will be available to give direction. A time allowance of approximately 60 minutes should be given to prepare. Presentation of training (suggest filming on phone for review if learner is happy to do so) As time will likely be limited, 2-3 demonstrations should take place around the room at the same time to 1-2 trainees. An observer needs to be allocated to each demonstration to assess against a matrix provide by unit trainer. A time limit of 15 minutes should be set.

2. 3. Apply the approved systems and
2.3 Apply the approved systems and procedures to the operation of the event Activities potentially involved in implementing recommendations for change Discuss the points listed in the TM . Discuss importance of keeping staff informed, and included which in turn will keep them willing and happy to assist with changes and feeling valued within the company or team.

2.4 Capture and record data in relation to the conduct of the event
Processing registrations Taking your Registration System Online Use of databases For a factsheet about Summit Event Manager Microsoft Access Complete Tutorial Discuss registrations in relation to expo’s, conferences. Seminars, special events. Online registration procedures now standard in most countries enabling tracking of data, payments, personal guest information, statistics and so on. Review the web links to give insight into electronic systems for managing events and capturing data. Note: the Youtube tutorial runs in excess of 1hour but is sectioned. Review for relevant excerpts. Use of databases Discuss the vast amount of information these programs can capture (see bullet points in TM), the cost effectiveness by reducing labour and efficiency generated by having information collated this way referring to key points under the following TM headings. Reasons for monitoring ongoing event registration Maintain accurate records Methods to monitor ongoing event registration

2.4 Capture and record data in relation to the conduct of the event
Types of registration correspondence Writing Letters of Confirmation Preparing the account Methods of payment Complete administration documentation Refer to TM for types of correspondence and ensure learners have an understanding of each. Writing letters of confirmation or press releases may be completed using a pro-forma or event management personnel may be required to follow a template or specific procedure for consistency. See bullet points and samples in TM. Preparing the account Methods of payment Discuss in relation to systems or procedures learners may be required to follow currently in their workplace. Complete administration documentation Check understanding of each point. A checklist would be suitable for this to ensure nothing is missed.

2.5 Supervise implementation of the established systems and procedures
The ‘introductory’ phase Supervising implementation Supervising methods Discuss as needed and complete activity. Activity Consider you have installed a new electronic event management system (lets say Summit Pro as reviewed) in your venue. (event manager, event staff, admin and accounts staff need to use the system – say 15 staff in total) Taking into consideration the notes from the TM what strategy and time allowance will you put in place for the system to be completely integrated into current procedure. In small groups identify you strategy and time frame from informing staff, introduction, training, transferring current data, on-job integration and so on. 2.5 PPT Discuss/explain why making recommendations for the future is an important element of ‘supervising and evaluating’ Action Plans. 2.5 PPT 4. Discuss from a Supervisors point-of-view the importance/need to know about the ‘introductory’ phase and how it impacts on their responses to infractions/non-compliance 2.5 PPT Discuss the statement: “How well you manage to achieve the Action Plans for which you have responsibility will be seen by management as an indicator of your level of competency/ability”.

Prepare and organise relevant event briefings Persons involved in briefing Contents of a briefing Discuss points in TM as needed. There can be so many details to inform staff about a template for briefings is a good idea so points are not forgotten. Other key points to keep in mind Don’t make the briefing too long – people will switch off It is a briefing not a lecture Will staff be allowed to sit down if it needs to be a long briefing? This helps with focus. Consider where the briefing will be held. Away from distraction Away from noise Ensure everyone can hear – watch for body language Ask clarifying questions to ensure staff are following you Allow suitable time so you are not rushed Encourage note taking Have important points on a whiteboard or notice board for staff to review. Many people cannot take onboard a lot of verbal instruction. Remember learning styles. Many staff will need to see images, diagrams or key points listed so they can visualise or read again for themselves. Ensure Event Order is available for staff to have an overview of the event.

Action plans Taking action is the key to achieving anything Action Plans are only of any use if they are implemented and your role is to ensure they are acted on as specified Adjusting activities and the Action Plan as required Actions you may need to take Discuss as needed. Have sample action plans to show. Use TM notes and complete activity. Activity Consider you have been appointed Event Manager to an events company currently losing money and poorly run. The company has 25 full time employees 15 Part time employees and casual staff. You currently have three fixed venues you lease where you can hold events. You need to create an Action Plan to improve systems, procedures, staff morale, reputation and profit. In small groups identify what you will include in your action plan and time frame. Once complete; Consider an end result requiring you to make recommendations. Refer to TM for notes.

2. 6. Take remedial action to address problems. or deficiencies in the
2.6 Take remedial action to address problems or deficiencies in the established systems and procedures Even where appropriate planning and preparation has taken place it is still likely something will happen that will require problem solving or efficient action to retrieve the situation Taking action to address service problems Using programmed decisions Discuss points as needed referring to notes in TM. Seek learner experience in adjusting systems and procedures. What was it they had input into? Complete Work Projects for this Element from Trainee Manual as time allows either individually or in work groups. If no time then direct learners to complete as homework.

Element 3 - Evaluate event management systems and procedures
3.1 Evaluate the effectiveness of the systems and procedures used 3.2 Seek feedback on the event management systems and processes 3.3 Archive lessons learned from the event management system and procedures for future reference Trainer to introduce the performance criteria from Element 3

3.1 Evaluate the effectiveness of the systems and procedures used
Evaluating the effectiveness of management systems and procedures is essential to ensure that what has been put in place actually works: The need to review the recommendations Evaluating task progress Conduct debriefing session Discuss points as needed from TM notes Consider evaluation from a management viewpoint based against Business Plan and Action Plan as well as a daily operational viewpoint. Conduct debriefing session Not all points discussed at every de-brief. Again consider location, tired staff, not too long a de-brief, encourage staff feedback and opinion and try to finish on a high note so staff leave feeling good

3.2 Seek feedback on the event management systems and processes
It is important to seek feedback from a variety of sources as each source will view the event from a different perspective. Collecting feedback this way provides a more thorough overview. Client feedback Staff feedback External provider feedback Discuss points as needed using TM notes. Have sample feedback forms available to show. Many available on the internet Activity Feedback forms are created at different levels depending on what information you are trying to obtain. Basic to in-depth Create a template with questions for seeking feed back from staff or clients. The purpose of this is to think about how a business can use feedback to conduct qualitative and quantitative research in order to maintain or improve systems and processes You need to consider what information you would like to gather How can you make the survey eye catching and worth the customers effort of completing? Think about feedback forms that you have completed. What encouraged you to take part? How did you rate the questions asked? Was the time taken worthwhile? What is an appropriate number of questions? Give a short introduction as to the purpose of the feedback questionnaire for the customer Consider how much time is required by the customer to complete the survey and acknowledge and thank them appropriately. Provide an answer scale Scale – no more than 2 different types Scale direction – across the page is better to reduce space Could be numbers 1-5 or 1-10, words such as likely, most likely not at all Or poor, average, good, very good, excellent. Note – an odd number of answers always works best. Be sure that all of your questions; are relevant to the purpose of the feedback have appropriate answers or a suitable scale are combined when seeking the same type of information. For example; How do you rate the food service? How do you rate the beverage service? This can be - How do you rate the food and beverage service? Questions are personal opinion so try things like How do you rate…… In your opinion……… Did you enjoy………. We welcome comments and suggestions Finish the survey with thanks (and encourage the guest to return) Ensure you have provided space for additional comments/feedback Be thankful and appreciative. These customers are valuable to your business Consider presentation of your feedback form What size will it be? A4, A5, folded card, single sided, back-to-back Will it be black & white or colour? Will it have images, graphics or borders? Consider font size & type and text spacing

3. 3. Archive lessons learned from the event
3.3 Archive lessons learned from the event management system and procedures for future reference Why archive? Detailing notes to archive for future reference serves to Share experiences with other staff Provide company trainers with real examples for training and discussion Provide a template of information to act on for the next event for the same company or for similar events Discuss as necessary. Are learners familiar with such practises? Complete Work Projects for this Element from Trainee Manual as time allows either individually or in work groups. If no time then direct learners to complete as homework.

The End This unit comprised three Elements: Confirm event requirements
Implement event systems and procedures Evaluate event management systems and procedures You have now completed this unit and the trainer will provide details on assessment. Good Luck Trainer advises learners on what assessment is required and how it is to be conducted.

IMPLEMENT EVENT MANAGEMENT SYSTEMS AND PROCEDURES

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IMPLEMENT EVENT MANAGEMENT SYSTEMS AND PROCEDURES

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