thank you to our Conference Committee: Chris McGiffin, Linda Ryan, Edmund Reid, Theresia Skoberne, Tina Pack, Sandra Hatcher-Maher, Dennis Nault and Liz Barrington.

We are so fortunate for the support of Vendors in helping make our conference a success. A very special thank you to our sponsors:

Platinum Sponsors $10,000.00 Highlander, IKON and Xerox

Gold Sponsors $5,000.00 Dexco Corporation, Group Four Management Consultants, Hewlett Packard (Canada) Ltd. and Kent Legal

Silver Sponsors $2,500.00 The Affiliates, All Canadian Courier Corporation, AMJ Campbell Van Lines, The Cartel Agency Inc., Flavia Beverage President’s Message Systems, Global Crossing, Iron Mountain Canada Corp., Laser Networks Inc., Mister Coffee, Selena Coffee Ltd., Shared So many "thank - you's". First I thank last year's TLOMA Technologies of Canada. Executive: Keith Cassidy, President OCTOBER 2000 The Vendor Fair booths Dee Nevitt, Past President are so popular that we Marilynn Goodman, Treasurer Inside this Issue regrettably had to turn away Susan Carr, Secretary some suppliers as we did Chris McGiffin, Program Co-ordinator. ❖ Barry Spilchuk not have enough room to accommodate all who were ❖ Connie Podesta As well, our Special Interest Group Leaders: interested in demonstrating ❖ CSALT Tips Theresa McCabe, Human Resources their services. We hope to ❖ EAP Workshop Venky Srinivasan, Technology have a larger facility for the ❖ Editor’s Corner Dennis Nault, Finance Vendor Fair in the future. Albert DaCosta, Facilities. ❖ Interviewing and Selecting Exceptional People Since I am giving I am also thankful to be working with this year's Executive: thanks, October 9th is ❖ It Happened This Way Keith Cassidy, Past President Thanksgiving. In many ❖ Managing Generational John Gambles, Treasurer parts of the world a day is Differences in The Workplace Karen Schrempf, Secretary set side to give thanks. The ❖ New Members 2000 Edmund Reid, Program Co-ordinator. dates and customs vary ❖ President’s Message from country to country, ❖ Tales +rom the Trenches As well, our Special Interest Group Leaders: but the desire to take time ❖ TLOMA Conference Sponsors Carole Paskin, Human Resources to reflect on life's blessings Peter Lamb, Technology remains the same. It does ❖ TLOMA Conference-Winners Heidi Vesely, Finance not matter when you pause ❖ TLOMA’s +inancial Summary Debra Hillier, Facilities. for reflection. It only mat- ❖ Website Of The Month ters that in each of our hec- I am especially grateful for the dedication and commitment tic lives we remember to Schedule of Events of Liz Barrington, the Administrator of our Association. Liz, pause and be thankful for thank you from all of us in TLOMA. our life and the gifts that we November 7 have and the gifts we can Executive Meeting We are developing what we hope to be a program that will give to others. interest and educate this year. November 8 +acilities SIG I look forward to seeing As I write this I have just returned from our 12th Annual you at the meetings! November 14 Education Conference "Achieving Balance". Knowledge/ideas to General Meeting learn for our professional lives and our personal lives. Wow! What a success. I hope that all attendees benefitted from this December 1 year's conference. Holiday Social Diane Carty, President Putting together a conference takes a great deal of work and Single issue: $5.00 many long hours of effort. Congratulations on a job well done and Minden Gross Yearly Subscription: $25.00 MANAGING GENERATIONAL DIFFERENCES IN THE WORKPLACE EDITOR’S CORNER ur seminar with Roy Saunderson on this very real Susan Carr, as a member of our outgoing 1999/2000 TLOMA Oproblem in the workplace, was quite informative. Executive in the capacity of Secretary and Newsletter Editor, must be congratulated and thanked for her tremendous efforts and contribu- tions to further development of our association's monthly newsletter. Our first discussion centered on categorizing each group Having just worked on my first issue, I am just realizing the time and of individuals, ranging from a senior citizen level to the effort it takes! Susan through her humerous anecdotes and endless newest generation or "Nexters" as he called them. We creativity has created some new thought-provoking and light-heart- discussed the percentage of these individuals on average ed columns which we will hope to continue to see in future issues. Susan - thank you! in each firm and then their strengths and issues. We also discussed what makes each generational group "tick" and Well, those of us who have just returned from our annual conference this exercise helped us to recognize certain traits in our based on the theme "Achieving Balance" are feeling refreshed and personnel and understand why some individuals behave recharged - right? The conference not only afforded us bonding time with our friends in TLOMA but the opportunity to meet many new the way they do (although I'm sure there will always be members. It also offered us the time for reflection on our personal that "exceptional" employee who falls under his or her and business lives, and provided some thoughts and tools to assist us own "category"). Nevertheless, I found that even for hir- in keeping the various balls in our lives in the air (why do I continue ing purposes, it was interesting to see what we could to see visions of some partners and employees on some of these expect from various generational groups and their balls!). Coming back from the conference, together with it being that time of year when parents applaud the return to school of their chil- strengths and weaknesses. dren and the celebration of Thanksgiving and a New Year in the Jewish calendar, I can't help but feel a sense of newness and re-start We discovered the positive and negative traits of each gen- - something like a "control, alt, delete". These feelings and inspira- erational group. It was discussed that while for tional moments are the ones we need to reflect on when we're jug- gling more balls than you get in a bag of marbles. It is of comfort to seniors/matures (ages 57 to 78), work is really a means of have close friends and fellow administrators from and to whom we survival for them so perhaps not a choice situation. They are can obtain and provide support. All of these things come to mind and usually one of your most loyal, dependable and hardwork- provide a sense of calm in what is otherwise a busy, or difficult, or ing individuals. The drawback could be that any change disastrous day. Deep breathe and keep ourselves in balance, laugh a lot, and we can keep juggling! could result in a conflict of sorts. We discussed that perhaps for us as employers, we could conquer their fear by making The Conference Committee should be congratulated on yet another available to them the education needed to enable us to terrific conference. It takes many hours to plan and coordinate this enforce the necessary skills that are expected in the present- event for which we, the membership, are fortunate. Many members who attended were graciously receptive to writing articles on the day workplace. sessions, some of which will appear in this issue and the remainder in November's issue. These articles attempt to put in black and white The next generation, "Baby Boomers" (ages 40-56), viewed the essence of the various sessions, not only as a reminder to those work as "fulfillment" with strong beliefs in teamwork and that were there, but for those who may have been attending another session, and those folks who weren't at the conference. A great big cooperation. One of their weaknesses would be that for the "thank you" to all you authors. most part, they were "technophobic" and that perhaps, here again, providing the necessary education to this age group And to the membership at large - - - this is your association's would help in their skill development. This was usually a newsletter. Any time you feel the urge to put fingers to keyboard, please let me know. If there's something else you'd like to see, give successful tactic in this particular age group as the Boomers me a call or send me an email. Together we can make these newslet- were also interested in learning and acquiring new skills and ters a continuing education tool. were found to be quite successful in technical production, management and professional jobs. May you all have returned from Thanksgiving or New Year celebra- tions with family and friends renewed and thankful for the lives with which we are blessed. For the generation of "Generation Xers" (ages 20 to 39), work for them is viewed generally as being just a job and As a new member on the Executive, I will look forwarding to taking they thrive on change. They are, for the most part, "techno- my turn contributing to our association and to meeting our new members and visiting with TLOMA friends. literate" and welcome the challenge of change. They enjoy Karen Schrempf multitasking jobs so are found to be most successful in infor- Administrator mation and services. The thing to keep in mind when hiring Fogler, Rubinoff LLP Continue to page 5

www.tloma.on.ca 2 October 2000 www.tloma.on.ca 3 October 2000 It’s really very simple...

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www.tloma.on.ca 4 October 2000 or dealing with Generation Xers is that they enjoy being chal- lenged in their job and want to learn.

It was found that for the generation "Nexters" (0 to 19), work for them is a means to an end. They are generally found to be hardworking individuals and are technology "smart". In their professional careers, they expect equity and working with like- minded people. Technology and learning are very important to this generation. They are extremely goal driven.

In summary, we learned that in order to understand and manage generational differences, we should identify and assess values and value differences and acknowledge impli- cations. In order for us to be able to bridge the generational differences, we must communicate needs, accept differences and tap motivations of these individual generational groups. From a managing perspective, we must realize a common purpose, clear goals, mutual accountability and recognize the contributions of all age groups. As employers, we should provide adequate resources for employee growth by provid- ing the latest technology and communicate regularly with our staff.

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------✽ ✽ ✽ ✽ ✽ ------

CONNIE PODESTA Squares (that would be me) OW - what a way to kick off a conference. Connie are detail oriented, organized and list makers, boy Wpresented for three and a half hours and she never for do we make lists one moment lost our attention. We laughed, we cried, we are conservative, structured, analytical and hard reflected and we learned. working like to work alone, are not great team players (we Connie's objective was to help us to understand ourselves can do it better alone) so that we can more effectively relate and communicate with other people. She wants us to take control of our life, Triangles our relationships, our job and our future. are inquisitive - people whose focus is the bottom line THE "SHAPE" EXERCISE are not tolerant and usually have a high opinion of themselves Connie asked us to draw four shapes: a square, a triangle, a like to call meetings at which they like to get right to circle and a squiggle. We were then asked to very quickly the point (no beating around the bush for triangles) select the shape that best suits us. Then she told us the good news and the bad news about the shape we had selected for Circles (ah yes, the circles) ourselves. And if that wasn't bad enough, we had to stand are the party people, the social butterflies in front of everyone, luckily not individually but as a "shape" group, to be told the characteristics of our shape. Continue to page 7

www.tloma.on.ca 5 October 2000 TORONTO LAW OFFICE MANAGEMENT ASSOCIATION Balance Sheet Comparison as of June 30, 2000

30-Jun-00 30-Jun-99 ASSETS

Bank$ 79,813.90 $ 52,873.94 Term Deposits$ 119,999.99 $ 23,192.86 Accounts Receivable$ 18,423.15 $ 4,875.10 Prepaid Expenses$ 27,454.34 $ 18,748.05

Total Assets$ 245,691.38 $ 99,689.95

LIABILITIES & EQUITY Liabilities Accounts Payable$ 16,632.12 $ 17,280.00 Deferred Income$ 100,459.50 $ 13,482.00 Net GST Payable$ 14,080.09 $ 8,426.16 Total Liabilities$ 131,171.71 $ 39,188.16

Equity Retained Earnings$ 60,501.79 $ 45,037.62 Net Income$ 54,017.88 $ 15,464.17 Retained Earnings- June 30$ 114,519.67 $ 60,501.79

TOTAL LIABILITIES & EQUITY$ 245,691.38 $ 99,689.95

TORONTO LAW OFFICE MANAGEMENT ASSOCIATION Profit and Loss Comparison July 1999 through June 2000

July 99-June 2000 July 98-June 99 Income Conference$ 108,459.16 $ 91,571.00 Memberships$ 54,408.00 $ 55,236.92 Miscellaneous Revenue/Interest$ 1,062.65 $ 1,679.89 Monthly Meetings/Interest Groups$ 23,574.22 $ 26,538.91 Newsletter Advertisements$ 34,011.25 $ 13,200.48 Salary/Benefit Survey$ 41,536.45 $ 32,336.46 Total Income$ 263,051.73 $ 220,563.66

Expense Conference$ 89,295.53 $ 80,125.72 Administrative Services$ 24,500.00 $ 21,000.00 Interest Group/Meeting$ 42,112.28 $ 41,970.73 Internet/Website$ 4,760.04 $ 15,113.18 Newsletter$ 330.48 $ 973.06 Survey$ 30,900.00 $ 30,132.60 Other Administration$ 17,135.52 $ 15,784.20 Total Expense$ 209,033.85 $ 205,099.49

NET INCOME$ 54,017.88 $ 15,464.17

www.tloma.on.ca 6 October 2000 want everyone to be happy ior continue to use positive behavior as adults, and the children whose say "I'll do it" needs are met by using negative behavior continue to use that type of have a hard time saying no behavior throughout their life. We discover which style works best for us and in most cases, take it into our adult life. To better understand oth- Squiggles ers and to successfully interact with difficult people we must understand are the visionaries and the idea the different communication styles. people are the most misunderstood shape but There are four basic communication styles; assertive, passive, aggres- they don't sit long enough for the sive and passive-aggressive. Every time we speak we communicate by other shapes to really get to know using one of these four styles. Connie also describes the four basic them, they have a lot of energy communication styles as personalities. start projects (sometimes several at once) but they don't always complete Continue to page 8 them are the multiple post-it notes people.

The triangles call the meeting, the squares arrive on time, the circles come for the fun and the muffins and the squiggles aren't sure if they have the right time or place.

BASIC COMMUNICATION STYLES

Connie's newest novel release: Life Would Be Easy If It Weren't For OTHER People

In order to deal with what we consider to be difficult people, we must first learn more about ourselves. Then we need to understand why they act the way they do and why we react the way we do. Difficult people have Do more better faster been trained and taught to act the way they do. They want to do their own thing, in their own time and in their own way. Difficult To compete in today’s business, you need to do more. Handle more people treat many people poorly, not just you. information. Use more technology. Be more productive. At Xerox we understand this. Which is why we have the innovative document TM We often give in to difficult people which is MD services you need – the systems, solutions, products and people – to exactly what they want. Difficult people only make your business more productive. respect people who have the confidence to stand up for themselves. Our solutions let you spend more time running your business rather than having your business run you. And as the acknowledged world leader in digital printing solutions, Xerox can help you customize any document to meet the ever changing Life is mostly about getting our needs met. demands of your business. Not to mention the demands of your client. Throughout childhood and adolescence we You can see the digital revolution in action by visiting our website at www.xerox.ca experiment with positive behavior and nega- or by calling us at 1-800-ASK XEROX. We’ll give you more information, and more details. tive behavior until we figure out which one More of what you need to do more better faster. succeeds in getting us what we need. Some of us get our needs met as a result of our pos- itive behavior. We ask respectfully, smile nicely, say please and thank you. On the other hand, some of our needs are met as a result of negative behavior when we whine, XEROX, The Document Company and the stylized X are registered trademarks of XEROX CORPORATION and XEROX CANADA LTD. is the licensee of all the trademarks. cry, complain or throw tantrums. Children whose needs are met by using positive behav-

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Connie emphasized that the only style that will get our intimidate them needs met and open lines of communication without manip- seeks power and control ulation is the assertive style. It is also the most difficult one does not take no for an answer for us to maintain. almost always begins with the word "you" because there is a desire to attack and blame others The Assertive Personality is open, honest and direct The Passive-Aggressive Personality states their needs and wants gets even takes into consideration others' wants and needs acts one way to your face and another behind your acts in a healthy, responsible and non-manipulative back manner is sneaky and devious almost always begins with the word "I" because pays someone back for a real or perceived injustice there is no desire to attack or blame others doesn't like what's happened and is going to get even The Passive Personality believes they have been victimized avoids conflict and confrontation at all costs does not express personal needs and feelings Assertive communication is the only healthy choice, so lets go of control and hands it to others focus your attention on becoming a person who uses generally has low self-esteem as a result of making that as your one and only communication style. unhealthy, even self-destructive choices usually avoids saying no in order to be nice Connie gave us some insight on recognizing the various characteristics of people; what "shapes" they are and how The Aggressive Personality they communicate, their "style". We are now better manipulates through hurt and anger to make people equipped to hopefully set out to meet our needs in an feel guilty or bad about themselves or to frighten or Continue to page 9

www.tloma.on.ca 8 October 2000 "assertive" manner and to deal with difficult people. BARRY SPILCHUK - The Secret to Having It All During the last half hour of Connie's presentation, she shared with us her Grand Canyon story. Her story told of an arry Spilchuk is a co-author of Chicken Soup for the aggressive childhood behavior which she later recognized. BSoul. Barry Spilchuk - the man who insists we hug, She went to great lengths to correct this moment in her life and hug and hug again. He was the ride operator on the and has never regretted it. It was touching and inspiring. emotional roller coaster that lasted for more than two Unfortunately, for those who were not at the conference, hours. We laughed. We cried. We laughed again, and, of the story is too long to repeat. Ask someone who was at the course, we hugged. We also learned. We learned about conference to share it with you. ourselves and hopefully we learned about other people.

Connie Podesta is one of the most sought-after international I found two main themes being brought together by speakers. Connie is a wife, mom, friend, business owner, con- Barry. The first theme opened the session in what I sultant, educator, author, playwright, actress, comedienne, envisioned as a bolded, italicized, message "WHEN songwriter, radio/TV talk show host and family/marriage YOU ARE IN THE ROOM - BE IN THE ROOM". counselor. Wow! Is that profound! Yet when you hear it, it seems so obvious. This concept, in my opinion, was the underlying message throughout the session. The second significant principle was acknowledgement and appre- Joanne Trudel ciation. These concepts are simple and clear, yet until Office Administrator McLean & Kerr LLP Continue to page 13 Cartel Inc.

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www.tloma.on.ca 9 October 2000 Achieving Balance Toronto Law Office Management Association 12th Annual Educational Conference Sponsors Platinum $10,000.00

Gold

$5,000.00 Dexco Corporation Group Four Management Hewlett Packard (Canada) Kent Legal Consultants Ltd.

Silver $2,500.00 The Affiliates All Canadian Courier AMJ Campbell Van The Cartel Agency Inc. Corporation Lines Flavia Beverage Systems Global Crossing Iron Mountain Canada Laser Networks Inc. Corp. Mister Coffee Selena Coffee Ltd. Shared Technologies Of Canada

Service and Prize Contributors All Canadian Courier AMJ Campbell Van Lines Blissco Bond Street Collections The Canadian Bar Club Link Conspec CTI Business Interiors Insurance Association Daedalian Dictaphone Dye & Durham Fit Ergonomics Falvia Beverages Grand & Toy Heale & Associates Highlander IKON Legacy Mirror & Decor Loresco Leather MHW Communications Marberg Mint Design Pitney Bowes The Promotional Specialists Premier SalesThe Printing House Relax to the Max The Richmark Group SCI Interiors Tenet Computer Group Thomas International Thomas E. Jarvis Associates Title Plus The Document Company Xerox

www.tloma.on.ca 10 October 2000 Welcome New Members - We are pleased to welcome as new members the following people who have joined TLOMA this year:

Name Firm Position Anderson, Colin Goodman and Carr, LLP Manager, Help Desk Asmar, Edward Minden Gross Grafstein & Greenstein LLP IT Manager Bell, Marilyn Iacono Brown Office Administrator Bendig, Veronica Lawrence, Lawrence, Stevenson Office Manager Bopp, Debra Shekter, Dychtenberg Office Manager Bordin, Cindy Torys Director, Human Resources Brown, Lisa Goodman and Carr, LLP Human Resources Staffing Coordinator Cameron, Jill Grosman Guesman & Gale Office Manager Chronopoulos, Ellen Goodman and Carr, LLP Human Resources Manager Clarke, Steve Ogilvy Renault Co-ordinator - Information Systems Couto, Mike Bereskin & Parr Facilities Manager De Santo, Teresa Donahue Ernst & Young Learning Manager Dillon, Kimberley Groia & Company Office Manager Dunlop, Janice Aylesworth Thompson Phelan O'Brien LLP Accounting/Administration Esposito, Yolanda Thomson Rogers Staff and Benefits Co-ordinator Gonsalves, Brenda McLean & Kerr LLP Accounting Manager Holmes, Julie Beard Winter, LLP Director, Finance & Administration Katrakis, Evelyn Bennett Jones Assistant Office Manager Kennedy, Lorraine MacDonald & Partners Office Manager Knapp, Paul Aird & Berlis Director of Information Systems Kupnicki, Nicole Bush Frankel White Manager Leamon, Jessie Owens, Wright Administrator Lerner, Fred M. Howie, Sacks & Henry LLP Director of Administration Lines, Ella Morris/Rose/Ledgett Office Manager Liveric, Vjera Lang Michener Human Resources Assistant Machado, Philomena Enfield Adair Wood Lichty & McEwen Office Manager MacIsaac, Simone Ogilvy Renault Human Resources Consultant McKay, Colleen Zarek, Taylor, Grossman, Hanrahan Office Manager McKean, Karen Smith Lyons Controller McLeod, Jean Stikeman Elliott General Manager McQuigge, Jennifer Bereskin & Parr Accounting Manager Mendes, Cynthia Workplace Safety and Insurance Board Manager, Legal Services Moss, Darrell McCarthy Tetrault Director, Facilities Services Paglia, Marco Sack Goldblatt Mitchell Systems Manager Paiva, Claudia Cassels Brock & Blackwell LLP Facilities Manager Pearcey, Jan Hodgson Tough Shields DesBrisay O'Donnell Office Manager Roti, Connie Power Budd LLP Human Resources Manager Russell, Barbara Orange & Chari Office Manager Russell, Judy McMillan Binch Manager, Secretarial Services Ryckman, Alison Harrison Pensa Controller Schultz, Alene McCarter Grespan Robson Beynon Thompson LLP Office Manager Senack, Michelle Stikeman, Elliott Manager, Facilities & Office Services Smith, Felecia Law Society of Upper Canada, The Stewart, Christina Paul Lee, Barristers and Solicitors Office Manager Zammit, Judy L. Aird & Berlis Credit Manager Zlatanovic, Alex Bratty and Partners, LLP Office Manager

www.tloma.on.ca 11 October 2000 Outsource your legal management recruiting to Kent.

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www.tloma.on.ca 12 October 2000 I heard Barry speak, both were somewhat foreign to me.

When you are in the room - Be in the Room!

I was sitting in the chilled session room with other managers when this jocular robust smiling character adorned in a Winnie the Pooh tie introduced himself and insisted that I hug my neighbours. I don't hug at the best of times... maybe at Christmas. But I succumbed to peer pressure and hugged my neighbours to the left, to the right, in front and behind me. This was an eerie experience. Barry shared a few anec- dotes which lead him to bellow " When you are in the room, be in the room!" This was the Jane anecdote. What is the Jane anecdote? What is the hidden meaning of the state- ment? Allow me to paraphrase.

Barry has a friend who told him that for five thousand dol- lars (U.S. I might add) he can attend a seminar hosted by mil- lionaires who will advise him how to make mucho cash. Barry thought this was a seminar he wanted to attend. He and his friend signed up, paid up and showed up. The mil- lionaires spoke in turn of success in ascending order. Jane, the most financially successful of the speakers, spoke last. She is, say, four feet eleven inches with a slight frame com- pensated by elephantine presence. She approached the podium. If you were seated in the back row of this enormous hall with

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www.tloma.on.ca 13 October 2000 More importantly, we will be rewarded. At the first administration meeting immediately following the conference, I tried to erase the distractions and give my Moments. Live them. Moments. Create them. What is a whole self to the meeting. I was drained after that meeting. moment? One of the many definitions in the Webster's It was a challenging exercise for me, but since that effort, Ninth New Collegiate Dictionary states that a moment is "a I feel that I am improving. My coworker and friend does- time of excellence or conspicuousness, importance in influ- n't realize it, but he brought to my attention that the last ence or effect, cause or motive of an action..." meeting had a different "feel". It seemed that as a group we were more cohesive and collaborative than usual. Did I can't speak for anyone but myself. I have often found Barry's lesson have any part in this "feel"? I don't know. myself sitting at our weekly administration breakfast meet- Did Barry's session have an impact on me? Yes. ing, with my colleagues addressing issues and concerns, I'm listening, and even participating. Meanwhile, I am thinking On a personal level, I live with my teenage daughter. of another meeting, calls that must be made between the two Often, I arrive home at around eight o clock in the evening. meetings, and checking my email when I return to the office. We share an exchange on one another's day. Typically, she I would get more out of the administration meeting if I was has prepared dinner and I eat leftovers. She completes her completely absorbed into it. If I was living that moment, homework in front of the television. I retreat into my work being in the room so to speak, I might hear the messages that space. Was I living the moment? Well, I guess it depends are being sent to me more clearly. As a result, I might on the moment to which I am referring. respond more provocatively. As a group, more ideas and creative solutions could be introduced which would provide me with information to make better decisions. Continue to page 19

www.tloma.on.ca 14 October 2000 Achieving Balance Toronto Law Office Management Association 12th Annual Educational Conference Prize Winners

Contributor Sponsorship Prize Winner Platinum Xerox M750 Color Inkjet Printer Karen Gerhardt IKON Toshiba DVD Video Player Judy Zammit Highlander DVD Player Paul Murray Portable CD Player Natalie Early Portable MP3 Player Charles Bennett Laser Guided Golfing Assistant Alice Konieczny Marble Chess Set Dennis Nault Cranium - Family board game Paul Page Gift Certificate for The Gap Christine Mittendorfer Gift Basket Jennifer Norman Golf Shirt Marva Bethune Golf Shirt Joanne Trudel Golf Shirt Sal Florio Golf Shirt Louise McNeely Golf Shirt Ellen Chronopoulos Gold Dexco Dinner at Marcel's Louise McNeely Group Four $1000 Holt Renfrew Gift Certificate Claudia Pavia Hewlett Packard HP Deskjet610 Printer Marilynn Goodman Kent Legal Spa Day - King Edward Stacey Chandler Silver All Canadian Courier Bicycle Jennifer Norman AMJ Campbell Van Lines VCR Christine Mittendorfer Cartel New York, New York - 2 tickets Marsha Hempel Flavia Beverages Coffee Machine Sandy Kelly Global Crossing Jacket Ellen Chronopoulos Iron Mountain Canada Corp. Sanyo Stereo Sandy Kelly LaserNetworks Rosewater Supper Club Gift Certificate Dee Nevett Leaf Tickets Deborah Stade Birks Gift Certificate Jennifer Norman Wine Judy Zammit Mister Coffee Gift Pack Thomas Oakes Gift Pack Diane Carty Selena Coffee Coffee Basket Audrey Sibley Isenor Shared Technologies Palm Pilot Jennifer Norman Sweatshirt Cheryl O'Donnell T-Shirt Joanne Trudel

Continue to page 18

www.tloma.on.ca 15 October 2000 Achieving Balance Toronto Law Office Management Association 12th Annual Educational Conference Prize Winners

Shared Technologies cont’d Hat Linda Sykes Hat Marilynn Goodman The Affiliates King Edward Spa Gift Certificate Georgia Rennick Booth Alumni Computer Group Golf Shirt Judith Tiefenbach AON Consulting Wine Susan Carr Gift Basket Laureene Lee Gift Basket Karen Lowe Bridgepoint Hiring, Managing & Keeping the Best (Book) Heidi Vesely Control Systems Lord of the Dance - 2 tickets Albert Da Costa Danice Professional Services Disney's The Lion King - 2 tickets Susanne McDonald Dye & Durham $200 Roots Gift Certificate Stephen Iley $100 Gap Gift Certificate Connie Roti $75 Bowrings Gift Certificate Elizabeth Kashur Equitrak Angelini’s Dinner Gift Certificate Stephen Iley Interior Care Ltd. Two Leaf Tickets Jarmila Pencikova NBF Ecit Innovations Inc. Momma Mia - 2 tickets Marva Bethune Parador Interactive Carry-on suitcase Josephine Schembri Philips Speech Processing Speech Mike Heidi Vesely Vertical Technologies Inc. Alberta Whisky Joanne Trudel Vine Land Estate Winery Wine Basket Dennis Nault Contributer Anonymous Sony CD Blaster Lewis Robbins Conspec $50 LCBO Gift Certificate Simone MacIssac Fit Ergonomics Ergonomic Chair Gift Certificate Steve Firth Grand & Toy Candle Holder Set/$25 G&T Gift Certificate Betty Kashur Heale & Associates Far Niente Gift Certificate Deborah Stade MHW Communications French Gourmet Cookbook Stephen Iley SCI Interiors Small Television Keith Cassidy The Canadian Bar Insurance Briefcase Ellen Chronopoulos Association(CBIA) Briefcase Audrey Sibley Isenor Briefcase Mary Pucci Briefcase Louise McNeely Briefcase Joanne Trudel Briefcase Tina Pack Watch Thomas Oakes Briefcase Judy Russell Briefcase Dennis Nault Continue to page 19

www.tloma.on.ca 16 October 2000 Achieving Balance Toronto Law Office Management Association 12th Annual Educational Conference Prize Winners

CBIA cont’d Watch Liz Barrington Briefcase Karen Schrempf Briefcase Connie Roti Daedalian Oxford Shirt Ellen Chronopoulos Oxford Shirt Audrey Sibley Isenor Oxford Shirt Mary Pucci Oxford Shirt Louise McNeely Oxford Shirt Joanne Trudel Oxford Shirt Tina Pack Oxford Shirt Judy Russell Oxford Shirt Dennis Nault Oxford Shirt Karen Schrempf Oxford Shirt Connie Roti Thomas International 2 Complimentary Profiles($150 value) Albert Da Costa 2 Complimentary Profiles($150 value) Arlene Dunford 2 Complimentary Profiles($150 value) Michelle Senack 2 Complimentary Profiles($150 value) Jarmila Pencikova 2 Complimentary Profiles($150 value) Barbara Russell Bond Street Collections $500 Vintage Inns Gift Certificate Diane Carty Loresco - The Leather Leather Portfolio Dee Nevett Restoration Company Leather Portfolio Sandy Kelly Mint Design 3 Piece set of Luggage Laureene Lee The Richmark Group $100 Holt Renfrew Gift Certificate Heidi Vesely 32" Television Stacey Chandler $100 Holt Renfrew Gift Certificate Sandra Hatcher-Maher Club Link Fall evening at Sherwood Inn Edmund Reid Relax to the Max Gift Certificate for a free massage Judy Zammit Thomas E. Jarvis Associates Swan Hair Studio & Spa Gift Karen Schrempf Title Plus Briefcase & Golf Balls Susan Carr Briefcase & Golf Balls Kathryn Zettel Briefcase & Golf Balls Marsha Hempel CTI Business Interiors Golf Shirt Susan Carr Golf Shirt Kathryn Zettel Golf Shirt Marsha Hempel

www.tloma.on.ca 17 October 2000

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www.tloma.on.ca 18 October 2000 An assumption some of us make is that if our children or issue to the floor. He asked that members of the audience spouse are in the midst of doing something, we can occu- acknowledge a fellow member publicly. Forgive me, I do not py our time doing something else, and the time is mutu- know each of you by name so I will share the acknowledge- ally well spent. After all, we are still together. Our pres- ments, but I am unable to identify players. One of the firm ence is felt. False. To live the moment is more than coex- Administrators acknowledged another Administrator for the isting harmoniously. It is more intense than that. Can I moral support she extended in the past year. Another articulate the difference? No, I'm not a writer. I can offer Administrator acknowledged the Conference Committee for that possibly the difference is sharing the moment. their hard work and creativity organizing another successful Everyone involved gets something gratifying from it. conference. There may have been more examples of Whether the moment was intellectually rewarding, or acknowledgements, but the two I share come to mind at the sharing a spiritual experience. I think even a healthy moment. The purpose of the exercise was to demonstrate the argument is sharing a moment of excellence between two positive effect we can have on someone else. We witnessed or more people because everyone involved would have two people exchange a sense of elevated awareness and been influenced and/or affected by the experience. All I esteem. can truly share with you is that I am more conscious of The interesting observation was the reaction of those being the difference. On some level, Barry's inspiring lesson is recognized. They were made to feel special, important, being introduced to my personal and professional lives, empowered and appreciated. An acknowledgement was helping me to have it all... whatever that means. proven to go further than "thank you". If we sit down and ponder the many ways our colleagues have supported us, To Acknowledge or Not to Acknowledge picked up the slack when we weren't in the office although we were in the office, or brought insight into a project from As a person who doesn't hug, openly acknowledging some- which the firm received great benefit, we could probably one is light years away from me. I tend to assume that those spend a week acknowledging people. Imagine how good who deserve the recognition, well, they know it. Why do I we would feel by making someone else feel great about have to make an extra effort to tell someone that they have themselves. Think about the working relationship being made an impact on me. Professionally, for example, I thank closer and more open as a result of communicating one my coworkers for their contribution. Isn't that enough? another's value. Apparently, it is not. Barry opened the acknowledgement Imagine how your spouse, child, parent, or your friend would feel if you acknowledged an act of kindness or con- sideration on their part that you appreciated.

WEBSITE O THE MONTH I mentioned earlier I thank my coworkers. We thank our peers for tasks well done. We thank secretaries for staying late to help a lawyer. We thank the supplier when they ful- fill a "rush" order to avoid a crisis...we thank...we Anyone know an interesting or useful thank...But what are we really thankful for? Barry intro- website to share? E-mail it to me at duced a game of "I am thankful for...", and we had to fill in [email protected]. the blanks. We were paired with one of our neighbours and each person had their turn. Each person had three minutes. I learned three minutes is a long time. You would be sur- WWW.MAPBLAST.COM prised at what slips out of your mouth. For those of you who were not at the conference, or missed this session, sit down, take a breath, and repeat for three minutes (or longer You can find maps of practically any if you have the luxury of time) "I am thankful for....I am North American city. Maps can be cus- thankful for....". Interesting, eh? This exercise could teach tomized, emailed, or downloaded to a us more about ourselves and provide a different perspective palmpilot. on varying aspects of our life. We can never educate our- selves too much about ourselves. Every learned tidbit facil- Contributed by Susan Carr, Manager of itates the achievement of goals and develops a vision for Human Resources and Facilities, Blaney, ourselves. If we played this game with someone close, McMurtry LLP. imagine how that relationship would benefit. Continue to page 20

www.tloma.on.ca 19 October 2000 I concluded, for myself, that I can recognize the gestures of others more clearly when I am living in the moment 100%. TLOMA Today My perception is not fuzzied by the distracting thoughts and events that will occur or have occurred. Therefore, I am more Advertising Rates & Information clearly educated by the people who surround me - at work The Toronto Law Office Management Association and at play. Newsletter is published ten times a year from September to June inclusive. As I am writing this article, it has come to my attention I am using the word share a lot when I describe both concepts RATES AND COPY SIZE delivered by Barry and when I describe the effect the session Full Page: 7w x 10h $500.00 had on me. Sharing. Sharing the experiences of each moment. Sharing the warmth that comes from sincere recog- Half Page: 3w x 10h or 7w x 5h $300.00 nition. Sharing that for which you are thankful. Quarter Page: 3w x 5h $175.00 Specific Page Additional: $30.00 That is how we have it all. Volume discounts are negotiable.

All ready-to-print copies should be submitted no later than the 15th of the month to be included in the following month’s publication. Contact:

Kim Kelly Liz Barrington Office Administrator Tel: (905) 472-2002 Shibley Righton LLP

TALES ROM THE TRENCHES

Need your laugh for the day...this column contains some true tales of interview incidents and resume bloopers. Those of you who don't interview may find some of the anecdotes hard to believe.. but if you do recruitment long enough you are bound to have a story just as funny. Let me know if you have some tales to tell. Submitted by Susan Carr, Manager of Human Resources and Facilities, Blaney, McMurtry LLP.

INTERVIEW CORNER (SOURCE EMAIL)

Here are some bizarre encounters with job applicants:

* She wore a Walkman and said she could listen to me and the music at the same time. * Asked to see the interviewer's resume to see if the personnel executive was qualified to judge the candidate. * When I asked him about his hobbies, he stood up and started tap dancing around my office. * Pulled out a Polaroid camera and snapped a flash picture of me. Said he collected photos of everyone who interviewed him.

RESUME BLOOPERS (source Robert Half)

* Accomplishments: Completed 11 years of highschool. * Trustworthy references available upon request - if I give them a few bucks. * Size of employer: Very tall, probably over 6'5" * P.S. If you hire me away from this nightmare, you'll also save me thousands in therapy.

www.tloma.on.ca 20 October 2000 EMPLOYEE ASSISTANCE PROGRAMS (EAP) WORKSHOP

ho would have thought that when I voted for the new Wsecretary of the executive committee I would have been solicited to write?

I'd firstly start off by saying this year's conference was a great success and I'm glad to have come back to the office with some new skills, one that will for sure help me write this article, especially after attending the "Adding Punch to Writing Policies" session.

I have been asked to write a little about the Employee Assistance Program (EAP) session, which was presented by Ms. Robin Cooper, Manager of Business Development at Warren Shepell Consultants Corp.

Coming from a firm that only has an EAP referral service for contacts only, and since we don't have a formal and effective EAP in place, I found this seminar to be very informative. I discovered, I'm not the one who should be trying to solve all of our staff's problems that I'm faced with on a daily basis, but that's what EAP's are for. I learned that there are all kinds of problems affecting our workplace these days. Did you know that one in five Canadians suffers from an emotional or personal problem? These can be severe enough to cause lost productivity and absenteeism. We all work in an environment that brings ADDING PUNCH TO WRITING POLICY plenty of stress with it. We are trained Managers but we aren't meant to be professionally trained counselors. e welcomed Kai Rambow to our conference this year, Wwho successfully turned a difficult and cumbersome What did I get out of this session? I'm determined that over topic into a great learning experience for all of us. His the next three months I will solicit my Executive directness and humorous manner addressed many helpful Committee partners to put an EAP in place in our office by hints and tools around writing. Kai demonstrated a true com- January 1, 2001. By investing in an EAP we can PREVENT mitment in his efforts to help us learn to communicate more significant financial and human costs associated with the effectively and productively through the valuable exercises, health and wellness of our employees. If we can help only and the logical, straightforward writing tips he provided. His one employee or their family, it will be worth it's weight in session has made writing things even easier for us! gold. Prior to this session, I considered myself to be a very ade- quate writer, OK; maybe my emails and memos are a little long and involved. (….alert, alert, long message).

Sandra Hatcher-Maher Kai provided many techniques to clarify and energize our HR Manager written communications: Fogler, Rubinoff LLP • Write short sentences • Stick with words you use in everyday conversation; avoid wordiness • Write short paragraphs

Continue to page 22

www.tloma.on.ca 21 October 2000 • Repeat key words • Keep copies of great writing examples - use these as • Use lists or provide directions a foundation and you can reduce your writing time • Avoid clichés, ie. - lose some of those 'lawyerly' by 50% words and phrases - herewith, pursuant to • USE COMMON SENSE … and with regards to Policy Writing, all of the above and: • Use an active voice, with an emphasis on action The most useful learning tools for me were Kai's suggested • Use specific and concrete terms techniques for chipping away at writer's block. • Write a significant paragraph at the beginning - a definition, with a concise explanation of what the Just blast through the block with these tips by considering the policy is about and why it is important following: • Follow through with noting the goals to be achieved • Just write - do something short first • Provide guidelines regarding how the results will be • Start in the middle (Mind-Mapping) - get your ideas achieved on paper, where you have lots to say and write your • Provide guidelines regarding authority and responsi- introduction last, so you'll know what to emphasize bilities to readers up front • Work on one idea at a time - build on it over a peri- Kai's teachings in this session instilled a new approach to od of time writing, and indeed my task of writing this piece has been a • Write anything down (Freewriting) - no matter how positive challenge and fun experience! rough it might be; it's just a brainstorming session and you can polish it later • Think out loud - explain your ideas to a colleague Barb Zufelt and you'll be surprised at how easily the words flow Resource Manager in a conversation; listen too for feedback that may Oatley, Purser give you a new perspective

I T H A P P E N E D T H I S W A Y

The following are actual statements found on insurance forms where car drivers attempted to summarize the details of an accident in the fewest possible words.Contributed by Susan Carr, Manager of Human Resources and Facilities, Blaney, McMurtry LLP.

* I was on the way to the doctor with rear end trouble when my universal joint gave way causing me to have an acci- dent.

* As I approached an intersection a sign suddenly appeared in a place where no stop sign had ever appeared before. I was unable to stop in time to avoid the accident.

* To avoid hitting the bumper of the car in front I struck a pedestrian.

* My car was legally parked as it backed into another vehicle.

* An invisible car came out of nowhere, struck my car and vanished.

* I told the police that I was not injured, but on removing my hat found that I had a fractured skull.

www.tloma.on.ca 22 October 2000 HOW TO PUT A GOOD SPIN ON BAD PERORMANCE APPRAISALS:

1) For employees who hack into confidential company files: Uses the latest techniques to gain the competitive edge.

2) For employees who commit arson: Sparks enthusiasm.

3) For a lazy employee: Recognizes the impact of stress and burn out on organizational effectiveness.

4) For employees who get into a wreck with the company car: Is a significant driving force.

5) For an employee who is always late: Uses systematic methods to accomplish more in less time!

6) For an employee who constantly barges into an office with the door closed: Demonstrates an ability to overcome internal barriers.

Source: Neal Pulications,2000 as quoted in May 2000, Workforce Magazine. Contributed by: Susan Carr Manager of Human Resources & Facilities, Blaney, McMurtry LLP

COURT CAPERS

Under pressure and nervous, trial witnesses will say some incredibly stupid things. Trying to think too fast, lawyers will sometimes say things even more stupid. Here are some questions and answers from actual trial tran- scripts. Contributed by Susan Carr, Manager of Human Resources and Facilities, Blaney, McMurtry LLP.

Q. And you are how old a woman, sir?

Q. The 24th of December - was that the day before Christmas?

Q. Were you acquainted with the deceased? A. Yes. Q. Before or after he died?

Q. How man times have you committed suicide?

Q. Now, Mrs. Johnson, how was your first marriage terminated? A. By death. Q. And by whose death was it terminated?

Source: Peter V. MacDonald. Court Jesters

www.tloma.on.ca 23 October 2000 Interviewing and Selecting Exceptional People

"All we can do is bet on the people whom we pick. So my whole job is picking the right people".

Jack Welch CEO, General Electric

One of the Friday morning workshops of TLOMA's 12th Annual Educational Conference was entitled “Interview Skills for Non HR Interviewers”. The session was lead by Edyta Pacuk, a Senior Consultant at MICA , an industry leading firm specializing in Assessment, Executive Development and Organization Effectiveness.

The workshop began with an open discussion about the cost of bad hiring decisions; both the tangible and intangible. Participants noted the overall cost of the staffing process, orientation, training, office morale, productivity, and the ultimate price to exit the employee. Edyta's (as opposed to Dave Letterman's) top ten reasons for making hiring mistakes were:

1) we are under pressure to fill the position; 2) we don't know what we want; 3) candidates are better trained than we are; 4) we are overwhelmed by GUT FEELING; 5) we experience THE HALO EFFECT; 6) we ask predictable, opinion-based questions; 7) we accept canned responses; 8) we place an over emphasis on can-do factors (as opposed to will-do); 9) we oversell the position; and 10) we don't have an interview strategy.

Edyta explained that the fundamental principle in hiring "thought" is that people come with certain well- established personal characteristics. As interviewers, we need to recognize these characteristics in an individual if we are to make good selection decisions. The best way to measure these personal characteristics is by evaluating past performance. In short, the best predictor of future performance is past performance in similar situations.

There are three levels of appraisal:

LEVEL I LEVEL II LEVEL III

• Appearance • Knowledge • Attitudes & Beliefs • Manners • Acquired Skills • Self Motivation • Expressiveness • Training • Stability & Persistence • Interests • Experience • Maturity & Judgement • Goals • Education • Aptitudes/Capacity to Learn • Credentials • Temperament/Behavior Patterns

Impact on Performance? Impact on Performance? Impact on Performance? MINIMAL GREATER GREATEST

Continue to page 25

www.tloma.on.ca 24 October 2000 Experience has shown that interviewers are overly influenced by Level 1 appraisals because they are easy and rely on gut feeling. They do not, however, give us a lot of insight into how candidates will perform in the future. Level II appraisals may give us more insight into a candidate’s potential performance than a Level I type interview, but it still relies on surface qualities or minimum skill competencies. We under emphasize Level III because this type of interview or appraisal is difficult and requires skill and judgement on the part of the interviewer.

Level III questions can be situational type questions, or behavioral questions. Situational questions work well for candidates who do not have a great deal of directly-related experience but a lot of potential. A sample question is “what would you do if?”. You can create a hypothetical job situation and ask how the candidate would respond. Behavioral questions are a little more work. A starting point is to identify the key goals and expectations for the position you are staffing. List examples of the key challenges the successful candidate will face to achieve those goals. Run these examples into questions.

As an interview primer, remember to:

• focus on the past • give direction • search for critical incidents

Ask probing questions such as:

• What was the situation? • What did you do? • What was the outcome? • By the way, who were you reporting to at that time?

Your success as an interviewer depends on:

• Clearly understanding the job requirements; • Establishing rapport & getting open communication; • Drawing out relevant information from the history; • Interpreting the history within the context of the three levels, and; • making an informed decision.

Finally, take the time to check references. Unless you check references, you are making an important decision based on information supplied by the candidate. Revisit the cost of bad hiring decisions. Is it worth the risk?

Edyta ended the workshop with the following quote by Robert Goizueta of Coca-Cola:

"You hope you don't hire anybody who is stupid, but, if you do, pray that they don't have a lot of energy”.

Natalie Early Manager of Administration City of Toronto Legal Division

www.tloma.on.ca 25 October 2000 www.tloma.on.ca 26 October 2000 2000/2001 TLOMA Executive

TLOMA thanks TDX President Diane Carty Bus: (416) 369-4120 (Toronto Document Exchange) Fax: (416) 864-9223 for providing TLOMA courier Email: [email protected] services. Vice President TBA Bus: Fax: Email:

Secretary Karen Schrempf Bus: (416) 941-8823 Fax: (416) 941-8852 Email: [email protected] Treasurer October 2000 John Gambles Bus: (416) 868-3461 Fax: (416) 364-7813 Sunday Monday Tuesday Wednesday Thursday Friday Saturday Email: [email protected] 17 18 19 20 21

GENERAL MEETING Program Co-ordinator Edmund Reid Bus: (416) 340-6035 22 23 24 25 26 27 28 Fax: (416) 977-5239 HR SIG SURVEY Email: [email protected] 29 30 31 Past President Keith Cassidy Bus: (416) 865-7118 Fax: (416) 865-7048 Email: [email protected] November 2000 TLOMA Administrator Sunday Monday Tuesday Wednesday Thursday Friday Saturday 12 3 4 Liz Barrington Bus: (905) 472-2002 Fax: (905) 472-5115 Email: [email protected] 567891011

EXECUTIVE FACILITIES MEETING SIG 2000/2001 TLOMA Section Heads 12 13 14 15 16 17 18

GENERAL Facilities MEETING Debra Hillier Bus: (416) 595-8664 19 20 21 22 23 24 25 Fax: (416) 595-8695 Email: [email protected]

26 27 28 29 30 Finance Heidi Vesely Bus: (416) 601-7593 Fax: (416) 601-8137 Email: [email protected] December 2000 Human Resources Carole Paskin Bus: (416) 216-3942 Sunday Monday Tuesday Wednesday Thursday Friday Saturday 12 Fax: (416) 216-3930 HOLIDAY Email: [email protected] SOCIAL

3 456789 Technology Peter Lamb Bus: (416) 862-6808 Fax: (416) 862-6666 Email: [email protected] 2000/2001 Newsletter Committee Dye and anks Dur Karen Schrempf Bus: (416) 941-8823 Th ham A f Liz Barrington Bus: (905) 472-2002 M ion of The Ne or LO uct wsl 2000 Conference Committee T od ett Pr er he Chris McGiffin (416) 947-5048 T Linda Ryan (416) 977-0956 Edmund Reid (416) 340-6035 Theresia Skoberne (416) 869-8556 Tina Pack (416) 863-4486 Sandra Hatcher-Maher (416) 941-8869 Dennis Nault (416) 364-7311 Liz Barrington (905) 472-2002

www.tloma.on.ca 27 October 2000