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Synergo Pre Conference 2014

ACCT Pre Conference Workshop presented by Synergo, Erik Marter and DeAnna Pickett 2014 www.teamsynergo.com

DeAnna Pickett

on 2 February 2015

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Transcript of Synergo Pre Conference 2014

Remember Your Roots
Stand Tall and Proud
Drink Plenty Water
Go out on a Limb
Think Long Term
Enjoy the View
Be Content With Your Natural Beauty
Be Flexible
Stand Tall and Proud
Start with the Why!
ACCT 8th ed. B.1.1. The organization shall provide services consistent with its mission, goals and objectives.
How Great Leaders Inspire Action by Simon Sinek
Detailed Look at Zipline/Canopy Tour Policies, Procedures and Training
Documentation Holds it All Together
Policies vs Procedures
Operation Manual vs Training Manual
Operation Notebooks

Happy customer
Experiential Theory
ACCT Standards
OHSA Standards- State and National
ASTM Standards

Guides Create the Experience
Your Training Creates the Culture
Certification vs internal Check-off
Internal vs External Training
Creating a Smooth Beginning:

Informed Consent/Screening
Funny Jokes
Overview of Course

Holding it all Up: Guides
Clips and Unclips 'customers'
Follows the orientation script
makes jokes and recites facts
gets to know participants names
follows the rules

What this Pre-Conference is About:
Gaining a greater understanding of what documentation is needed to mitigate risk
Increasing knowledge about choices for training and what training should include
At least 5 ways to improve staff retention
Understanding what is needed in an operations manual, training manual and safety manual
What Polices and Procedures your site should have and why
What you probably signed up for:
What we hope you will also learn:
The difference between a basic tour and a dynamic tour
How to implement your personal 'why' in every step of the operations
The importance of being mission-driven, people-centered
Changing Customers into Guests
Re-define what customer service is
Advice from a Tree
Go Out on a Limb
Danger Zone
Adventure Zone
Comfort Zone
your Roots
By Ian Shamir
Think Long Term
Role of Insurance Companies
Which Standard is your state following?
ASTM International
Industry Common Practice
Course Policy
Course Procedures
Whose Choice
Child Protection Laws
Criminal Laws
What are most people doing in the industry
"Written down, agreed upon"
This is where you have influence
Make sure it is aligned with standards and common practices
this is what Guides WILL do
Closed toed shoes
two people doing pre-use inspections
This is what Guides SHOULD do in most circumstances
You can write it down
This is also course culture...make sure it is the culture you want
Guides Choice
Secondary Knot on ropes
Gear locked away at night
Heel Strap on shoes
Company Logo Shirt
Written and Verbal Participant Agreements
What the company WILL do
Who is sending and who is receiving
What they talk about
How they care for Guests

Operation Standards:
B.2.4 The organization shall have adequate written policies, procedures, and/or practices that establish minimum acceptable criteria for all course operations

B.2.5 The organization shall have a reasonable written plan in place for the management of emergencies
Working with People
Maslow's Hierarchy of Needs
Basic Tour vs Dynamic Tour
Knowledge Economy
Experience Economy
Be Flexible
Enjoy the View
Be Content with your Nature Beauty

On-Going Supervision and Management
History of Insurance companies
What they do
Why they do it
Risk Management Spectrum
High Risk
Low Risk
No Risk: Don't do it!
ACCT PVM Trained
Another ACCT PVM Certify
ACCT PVM Train and Certify
In-House Training/PVM Certify
In-House Training/In House Testing
In-House Training/ Skills Demonstration
In-House Formal Training
Job Shadowing
Read the Handbook
What they need to show up with
What can be trained
What they will learn
What they need to show up with
A healthy fear of heights
Ability to focus on a single task
Ability to follow directions
Personal responsibility
"Done their own work"- they know themselves
Charisma (but not what you think it means)
What can be taught
Basic Needs
Details of course
Industry practices
Communication top to bottom
Proper ergonomics
Components of assessing a group
How To's
Understands group dynamics
What they learn on the job
A deeper insight into themselves
A deeper insight into people and how to work with them
How to empower someone
How to bring a group of strangers together to great a micro-community
What is your screening process? Is it written down?
20% of the experience is the course, 80% is the Guides
Find the Sweet Spot in the Middle
Drink Plenty of Water
Documentation is like sex:
when its it good, it is very very good; and when its is bad, it is better than nothing."
-Dick Brandon
Components of Good Documentation
Documents Every Site Needs
What's in a PPO?
Easy to read
Engaging to read
Easy to complete
Clearly states who is doing the documentation
Dates, Dates, DATES
Then What? State what the result of the documentation was
Policies/Procedures/Operations Manual
Daily inspection form (with written checklist)
Training Documents
Periodic inspection form
Professional inspect
End of day report
Staff Safety Reports
Internal Audits
Safety Committee Meeting Notes
Near Miss Forms
Gear Inspection Request
Rope Log
Equipment Log
Incident/Accident reports
Examples of Fillable Documents
Staff Training Expectations
Site Specific Policies, Participant Policies, Staff Polices, Operational Policies
Logistics Policies
Site Specific Procedures
Set-Up and Take Down (Opening and Closing) procedures
Environmental factors on your course
Information specific to share about your tour/course
Course Elements/Zips
A list of all zips and how to use them
Any special considerations for individual elements/zips
Participant Orientation
Daily operations (Zip Lines/Adventure Parks)
Emergency Procedures/Incident Command Sequence
Additional Items
The Document by itself is not enough
Erik Marter

Co-Founder/ Owner
Jennifer Marter
DeAnna Pickett
Director of Training
Alex Moore
Training Manager
Your Guides create the experience for your guests.
They change a basic tour into a comprehensive tour.
Your training creates your culture!
They deliver your mission!
How they are trained is how they will Guide
HOW you Train
is just as important
as WHAT you Train
Training Creates your CULTURE
Positive Learning environment vs hazing
Catch them doing it right
Focus on the positive rather than the negative
What to Train
Basic Tour and...
What to Train
Who is the Trainer
- the really great Guide
What's does Comprehensive Training Look Like?
Experiential Demonstration of the Entire Tour
History of Ziplines/Canopy Tours
Explanation of ACCT/Standards/Certification/ Evaluation Criteria
Comfort Zone Conversation/Psychology of Fear
Process of how people learn
Whose Choice - Laws/ Standards/Local Operating Procedures
How do a Daily Inspection
Components of a Good Orientation
How to Assess your group
Fitting Harnesses/Helmets on a variety of sizes
Teachings other how to ride the lines
Knots (if Applicable)
Ride Lines as a Guide: Steering, Landing, Braking
Maneuvering on the lines
Clipping Guests/Transferring Guests
How to Send and Receive Guests
Pre-Flight Check- each and every time
Retrievals and Rescues- How are they different
Lowering from the Platform
Mid-line Retrievals
Mid-line lowering
Trolley Transfers
Using an Etrier
Documentation- How to and why is it important
Who Cares Discussion
Working with Groups of Strangers (Get them connected)
Working with Difficult People
Belaying (if applicable)
Rappelling (if applicable)
Access Climbing (if applicable)
Specialty Equipment at your site
- An external Professional Trainer
Creating Guides
Good Guide
Great Guide
Clips and un-clips 'participants'
Follows the orientation script
Makes jokes and recites facts
Gets to know participants names
Follows the rules
Arrives on time
Logs gear/equipment appropriately
Is pleasant
Might know how to do rescue
Great Guides
Clips and un-clips 'Guests'
Spends time getting to know the group and delivers the orientation that they need
Assesses the group and delivers the orientation to meet their needs
Makes guests feel comfortable and delivers the experience that they desire
Gets to know guests personalities not just names
Understands and supports the mission of the organization
Documents and follows up with gear/equipment problems
Is authentic and genuine
Knows and practices retrievals and rescues
Walk your Talk
Live your Vision
Be Our Guest Policies, Procedures,
Operations Manual
Find this presentation at www.prezi.com - Explore - Synergo Pre Conference 2014
Paperwork Experiment
Motivation - Payment, Meaning, Creation, Challenge, Ownership Identity and Pride
Safe =
protected from or not exposed to danger or risk; not likely to be harmed or lost
Be Our Guest PPO Manual
Create Intrinsic Motivation
You as the Manager
ACCT Standard B.2.26

Inherent Risk
Celebrate Your Staff
Paid Staff Meetings
Raises with Portfolio
Professional Development
Goal Development
Full transcript