Multiple Scenarios: It’s never just one thing

My good friend Brenda relayed a story to me about a conference attended last year. As the time approached to drive to the multi-day meeting, a hurricane was looming. She arrived safely and the following day was sitting in the internet café when a hotel staff member came in and announced calmly that a tornado had been spotted and was possibly heading towards the hotel. As Brenda watched, hardly anyone sitting in the room moved. The staff member was at a loss for words, so Brenda quietly told each patron to move to safety.

Why do I tell this story? I do so because it illustrates a couple of things. First, where was the meeting planning staff to help facilitate a move to safety? Second, hurricanes are not always the primary crisis cause. Tornadoes, like the one that threatened Brenda’s hotel, give very little warning of their arrival. Earthquakes, as my California colleagues can tell you, give no notice at all. With these unexpected problem makers in mind, let’s look at the areas that may spiral into meeting crises, which you may or may not have planned for:

1. Health issues, primarily food-related problems like salmonella, may seem to be straightforward. However, what happens if your client was among those sickened? Do you have a chain of command document in your contingency plan allowing you to move to the next decision maker should your primary have to go to the hospital?

2. Weather problems. As my story above illustrates, hurricanes can – and often will – produce tornadoes. However, should you need to remain in your venue for safety reasons, take a look at your basic needs. What supplies do you have on hand to ensure that medical issues can be handled? Most hotels have a hurricane evacuation plan. Many don’t have a hurricane remain in place plan. You may lose power, water or communication. Talk to the property about their backup systems and what you may need quickly, (e.g., water for those who need to take medication), and what the hotel or venue can help with immediately.

3. Technology has become a both blessing and a curse. Sometimes, it fails to perform. What your contingency plan should include are scenarios on what moderators or room monitors should do in those instances. You may suggest the attendees take a five-minute break, have a venue staff person available to round up snacks, water or sodas, if possible, or start the break really early. Insist, also, that each presenter bring two hard copies of their presentation when they arrive. You should keep one and they should keep one to use if the projector fails.

4. Human frailty. We all understand that at some events there is the possibility of alcohol being served. We understand the issues that this will potentially cause, including underage drinking, intoxication, boorishness and the like. Since you have been following my blog, I am sure in your contingency plan there is an incident report form. But again, what does your contingency plan have that helps you if an attendee becomes unmanageable or ill due to drinking too much? I was attending an MPI function several years ago where a young woman abruptly sat down on the floor and began to be ill. I looked for a hotel staff member or a meeting staff member and could fine none. Finally, I located a server who notified their boss. After 10 minutes, the hotel began to assist the attendee. At no time did they notify the meeting planner or their staff, (I asked), and the next day I tried to find out if the attendee had been looked after, was she okay and not one member of the meeting staff had any idea. We tend to focus a great deal on liability issues when it comes to serving alcohol but let’s not forget to train the hotel and your staff to be aware of issues and to take care of them immediately

.I am sure as you read this that you can recall incidents that seemed straightforward but then turned out to be filled with additional dilemmas. Be aware that any issue may have branches or sequels – a military term meaning that multiple issues and consequences may arise that you need to be able to handle. Never forget that a good communications plan between yourself, your staff and the venue will be your best resource for resolving these problems.