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Sunday, November 13th

Time	Session	Speaker
12:00 pm – 1:00 pm	Lunch
1:00 pm – 1:45 pm	OMCA and TICO Round Table	Richard Smart
2:00 pm – 3:00 pm	Behaviour Tactic, Dealing with Challenging Clients	Verity Dimock
3:15 pm – 4:00 pm	Know Your Worth: Measuring the economic impact of tours to benefit your business	Calum MacDonald
4:15 pm – 5:00 pm	Crisis Planning for Motor Coach Groups	TBD
5:30pm – 6:30pm	Buyer Reception Sponsored by: Access Marketing

Behaviour Tactic; Dealing with challenging clients

Speaker: Verity Dimock, Vice President, Business Development & Learning Services, OTEC
The pandemic has created higher levels of stress and anxiety in our daily lives. At times, customers can become confrontational with service professionals, who then need to manage the situation. OTEC’s VP of Learning Services, Verity Dimock, will discuss the power of de-escalation, including effective tactics for dealing with challenging client behaviours, when they are irate, highly anxious or just plain difficult to work with.

Know Your Worth: Measuring the economic impact of tours to benefit your business

Speaker: Calum MacDonald, MJS Research & Consulting
Putting a number on your business’s value! Identify where to find data that will help build the business case needed for investments and growth. Calum MacDonald will present a collection of data sources that will highlight the importance of the group travel industry to the tourism economy.

Crisis planning for Motor Coach groups

Learn what to do on a tour coach in case of an emergency. From exit strategies and first aid to leading passengers to safety. We will also discuss how to handle passengers demonstrating symptoms of mental health issues.