November 2002 Inside this Issue

❖ Creative Intelligence Cheat Sheet

❖ Editor’s Corner

❖ New Members

❖ November General Meeting

❖ President’s Message

President’s Message ❖ PSMA Luncheon Summary- October 2002 n an unbearably hot day in August I received a call from a former colleague. Could I possibly assist her former secretary in her job search? She likes to work the midnight O ❖ Some Tips On Enhancing shift. I've had difficulty recruiting for this particular role in the past. Someone in TLOMA must have a need. I recall my recent career move and the people who were generous with Credibility their time and encouragement. You can't always pay back, but you can pay-it-forward. So, I take out the TLOMA list looking for contact information. I must respect the privacy of ❖ TLOMA Conference TLOMA members so I can't give out any information, but I can make a couple of calls. Debt paid. Schedule of Events Next, I open my first, post September 11th commercial insurance renewal and gasp at the premium increase. I study the four-page explanation, which amounts to a recom- mendation to increase future budgets because higher costs are here to stay. It occurs to November 27 - HR SIG me that someone from the insurance industry might be a good speaker for TLOMA in December 6 - Social the coming year. December 9 – Technology SIG Now I'm moving on to my projects, with my first being the firm brochure. More phone calls and emails to collect a few samples to see what the recent styles and trends are. January 7 – Executive Meeting January 14 – Finance SIG Moving down the list of projects, I look at the due date for our group insurance renew- al and note that I will have the TLOMA, Salary and Benefits Survey in time to bench- January 16 – General mark our coverage before the negotiation starts. January 21 – Facilities SIG

By now you will have gathered the theme of my missive. TLOMA is a valuable January 30 – HR SIG resource. Members who choose to participate in running the association get a lot out of the experience and participate in helping to keep TLOMA healthy for our future ben- efit. Why not consider getting involved next year? It really is quite manageable and you won't regret it.

Carole Paskin Single issue: $5.00 President Yearly Subscription: $25.00 Director of Operations Torkin Manes HOW TO ENJOY HOLIDAY STRESS EDITOR’S CORNER harles Dickens began A Tale of Two Cities, with the line, "It Season's Greetings to all, whether you celebrate any Cwas the best of times, it was the worst of times." Paraphrased one of winter festivities. This is a busy time for every- for the holiday season, it could read, "I can't wait for Christmas - to one - at home, at work and at play. I hope everyone finds a few moments to relax and enjoy themselves at be over!" some point. December can be a delicious time of year, or extremely stressful This issue contains articles/excerpts from two of our and depressing. Whatever holiday you observe, it's hard to not be conference presenters, Mr. Robert Maister and Dr. affected by the hoopla and activity of the festive season. David Posen, for which we thank them. I also wish to thank any of our other contributors. Writing articles of interest is what makes our TLOMA Today a valuable Even though I grew up in the Jewish tradition and celebrated reference tool for our members. Hanukkah, I got to experience Christmas by marching in three Santa Claus parades, spending two Christmas Eves in Bethlehem We have also included (for our members) Association's and frequently sharing parts of Christmas with friends. I also got to financial reports. Thank you to our responsible execu- see Christmas through the eyes of my patients. I have come to tive members for this year-end reporting. If you have any questions with respect to these reports, please con- understand the stress, exhaustion, mixed feelings and even anguish tact our Treasurer or President, directly. All contact that can arise at this time of year. information is on the final pages of this newsletter.

Another order of business is our much discussed Where Does Holiday Stress Come From? and What Can We do Listserve usage. We have included (for our members's review and reference) our recently clarified Listserve to Better Manage It? rules. These rules are in place to protect our associa- tion and each and every individual member of TLOMA. 1. Unrealistic Expectations Please refer to them carefully, respect and adhere to The perfect Christmas is an illusion. And the quest for perfection is them. This is in the best interest of everyone in our guaranteed to end in frustration and disillusionment, because noth- association and within our firms. Our TLOMA execu- ing will measure up. Some people have mythical ideals about the tive is investigating ways in which our members can meet other members of firms of a similar size so that holiday season, or gilded memories where everything seemed to networking can successfully occur. In any event, we have been warm and wonderful. Then they try to recreate the feel- must all recognize and respect the confidentiality of the ing of remembered Christmases. But these images are often more information we have in our firms. romanticized than real. TLOMA will be holding a SIG on the new Privacy Act in 2003 in an attempt to provide education and guid- Don't compare this year's Christmas with past years or idealized ance in this regard. We will continue to monitor the use standards from books and popular movies. This is not a competition of the Listserve and notify individually anyone who con- or a contest. Don't try to make every Christmas "the best ever." Just travenes the Listserve rules. Please support our take it as it comes and enjoy it on its own terms. Association in this quest for shared knowledge in a highly ethical environment. Similarly, you don't have to create the kind of Christmas you had as I hope you enjoy this issue and find something of value a child. Start new traditions and create new memories for your own for yourself. I hope to see you at the December 6th children. One of my former nurses developed a ritual of making a Social. Best wishes for the upcoming season! gingerbread man for each family member the night before Christmas, and everyone got a new pair of pyjamas to open on Christmas Eve. Another family has a tradition of going to church on Christmas Eve and then coming home to watch a holiday movie. They rotate among "A Muppet Christmas Carol", "The Santa Clause" and "Miracle on 34th Street". In years past, when I joined friends for Christmas, I liked reading Dylan Thomas's poem, "A Child's Christmas in Wales," as my contribution to their tradition.

Another unrealistic expectation is trying to please everyone or to do everything for everybody. This is especially a trap for women who are socialized to meet the needs of others. The fact is you can't please everyone, you can't do it all, and you can't be all things to all Audrey Isenor people. So take that burden off your shoulders. Don't tie yourself Director of Human Resources into a Christmas wreath trying to meet these expectations. Lerners LLP Continued on page 3

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Avoid perfectionism. The house doesn't have to be spotless. Not Christmas she could remember. She was able to relax and enjoy every meal has to be prepared from basic ingredients. It's really herself. And she noticed that all the others had been able to create okay to go out and buy the dessert instead of cooking your own their own pleasure without her being the self-designated fun- cake or pie. Remember two phrases: "When all else fails, lower provider. your standards" and "Dare to be average." 3. Overemphasis on Gift-Giving Give yourself permission to be less than perfect. Lighten up and A friend told me this story about a Christmas morning fiasco at loosen up. Some parties are so lavish and formal you wonder when their house. They all went to bed early on Christmas Eve with the Governor General is going to show up. everything organized for morning.

2. Beliefs and Self-Created Pressure. At 7:00 a.m. they were jolted awake by a scream followed by loud Everyone has beliefs about how the holiday season should be and crying. Their five-year-old daughter had gone into the living room how everyone should behave. For example, "You don't open gifts only to discover a scene of utter chaos. It turns out that their three- until Christmas morning;" "The tree has to be green," etc. But one year-old was so excited about opening presents that she couldn't belief really troubled a patient of mine. She felt that "I'm responsi- sleep. At 5:00 a.m., unable to contain herself, she'd opened every ble for everyone having a happy Christmas." I saw her on gift (hers and everybody else's) and left everything strewn all over December 23rd and she was dreading Christmas Day. She had put the floor. The parents hurriedly restored order by re-wrapping all tremendous pressure on herself to make sure everybody had a good the packages and putting them back under the tree. time. We discussed how unrealistic this was and how unfair it was to her. This story illustrates how the focus on gift-giving can create a level of anticipation and excitement that can get totally out of hand. (By I gave her permission to give up that self-appointed role for this the way, I know some adults who get pretty pumped up too!) particular Christmas. I said, "You've invited everyone over, you've done a ton of work, you're providing the food and a nice atmos- Expecting to receive certain gifts can lead to letdown if you don't phere. Let them be responsible for enjoying themselves." In get what you want. Or the giver can feel slighted if they get a January she told me that she took my advice and had the best Continued on page 4

www.tloma.on.ca 3 November 2002 muted reaction to their carefully-selected treasures. There's a story about a guy who receives two neckties from his mother-in-law. He wears one for Christmas dinner in order to please her. As they start their meal, the mother-in-law looks up from her soup and says, "What's the matter, Bob, you didn't like the other tie?" Time and billing; contact & practice development; knowledge & case The lesson? Don't overemphasize gifts. Make it just a part of the cele- management; workload & workflow; bration. And make the sharing of gifts a relaxing and enjoyable expe- accounts receivable & collection; rience, not a mad scramble. Create a nice atmosphere and get com- fortable. Distribute presents one at a time. Have everybody watch performance & productivity while each gift is opened. This leaves time for "oohs and ahs" and analysis; financial, trust & cost teaches children delayed gratification. Stop occasionally for an eggnog accounting; foreign currency… or hot chocolate. All of this slows the pace, heightens the anticipation, prolongs the fun, and gives each carefully-chosen gift its fair share of appreciation time. A myriad of administrative functions simplified by Dexco for the efficient and 4. Preparations, Cleanups and Chores effective management of your firm. One way to reduce the workload is to avoid all unnecessary tasks. One of my patients decided to paint her front hallway the week before Christmas because she was having company. She must have read my As a leader in the development of mind because, without a word from me, she said, "Bad idea, huh?" She financial management and information realized the timing for this make-work project wasn't ideal. applications, Dexco’s primary goal is to Keep it simple. You aren't entertaining royalty. assist you in organizing the operations of your workplace in the most efficient If people ask if they can bring something, graciously accept. Sharing manner with effective, adaptable, the load is both sensible and helpful. And if it's family and they don't offer, you may want to simply ask for help or delegate some tasks. parameterized and intuitive work tools. We understand the intricacies involved But be careful who you delegate to and don't forget to give clear with selecting and introducing the right instructions. A patient told me that her husband volunteered to buy the technology and methodology into your turkey. But, when he proudly presented the bird, late on December 24th, it was still frozen. No way would it defrost in time. And, by then, office, and how these changes affect all the stores were closed. He spent that Christmas with egg on his personnel and productivity. face!

Investigate your options. Discover Sharing the work includes the cleanups. We have friends who have a tradition for special dinners. When the meal is over, the two brothers Dexco’s total enterprise multi-lingual disappear into the kitchen, roll up their sleeves, and wash all the dish- solutions for professional firms… es before anyone realizes what's happened. These are the guests from heaven. And, no, I won't give you their names. They're coming to our house this year!

5. The Social Whirl As if planning, shopping, and preparing aren't enough, many people add a blitz of socializing to the holiday mix. The result is overload and The value of time cumin exhaustion. Try these suggestions

Don't accept every invitation you receive. Give yourself some evenings off to relax.

Don't accept two invitations for the same day or evening if it involves a lot of clock-watching or running from one event to another.

For more information or a demonstration of how we can add value to your firm, Be realistic about travel time. Consider staying overnight with friends please call us at 1-800-349-7371 or e-mail us at [email protected] Continued on page 5

www.tloma.on.ca 4 November 2002 or relatives rather than driving back late at night, especially if you've had a big meal, alcohol, or are tired. Or ask to start earlier.

Keep regular hours as much as possible. Get adequate sleep. Maintain regular exercise. Don't get exhausted and run down. GREAT TECHNOLOGY FOR LAWYERS

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Tim Hurson - CIQ: Principles to Unlock Your Creative Intelligence

n Wednesday, November 21, TLOMA hosted its November OGeneral Meeting. We were very pleased to listen to Tim Hurson speak on CIQ: Principles to Unlock Your Creative Intelligence. He was entertaining and great fun. It is always good 1. Pay Attention to have a laugh - we need it. Tim also makes you think. With an 2. Focus on the Periphery energetic blend of insight and humour, Tim teaches audiences what 3. Defer Judgement many already know in their hearts - that Creative Intelligence is the 4. Fail Better essence of human potential. Moreover, creative intelligence is not 5. Lighten Up a gift given to few, but a set of skills everyone can cultivate. 6. Honour Each Other

Tim started off with this quote: Simple yet elusive. Two more quotes to give your pause. Ponder these: "The juvenile sea squirt wanders through the sea searching for a suitable rock or hunk of coral to cling to and make its home for life. "Faced with the choice of changing their mind and proving there's For this task, it has a rudimentary nervous system. When it finds a no need to do so, most people start working on the proof." spot and takes root, it doesn't need its brain anymore, so it eats it." John Kenneth Galbraith Daniel C. Dennett, Consciousness Explained "The problem is never how to get new, innovative thoughts into Routines are easy to fall into. Our ways of doing things become your mind, but how to get old ones out." familiar and comfortable. Reaching for new things a lot of trouble. Tim makes you thinks about falling into ruts. He had a few simple tips to follow to ensure that your Creative Intelligence does not go Dee Hock dormant: VISA Founder

www.tloma.on.ca 5 November 2002 Tyndall, as companies realize just how much client analysis can contribute to their growth strategies. Amongst professional firms, in particular, the potential benefits are enormous.

Don't let a perceived lack of client information or the absence of MindBytes Consultants has sophisticated database software be a deterrent in setting up a data proven to be a very reliable mining program, advises Tyndall. Even a simple spreadsheet or your billing software can be a start. Tyndall emphasized that just and capable technology because a software program wasn't designed for data mining does- “ support and consulting firm. n't mean it can't be used to generate excellent results. Starting with whatever you have, you then begin to add informa- They have definitely earned tion from dozens of data sources that exist within your firm. These our trust and confidence. might be anything from newsletter subscription lists to engagement records to third-party information sources such as Dun & – Peter R. Greene, Managing Partner, Bradstreet. Kelly Affleck Greene As you add more and more information, detailed client profiles begin to emerge. The more information you can collect the better, ” although once again Tyndall advises that you should not be intimi- Technology Support Services for Law Firms. dated by what you may perceive as a lack of information. Some data is better than no data and even seemingly innocuous pieces of infor- mation can contribute to your marketing efforts. For example, postal codes can help in regional profiling.

The biggest challenge in most professional firms, Tyndall says, is matching up client files from disparate sources of information. He www.mindbytes.ca/law points out that one company may be filed under different names in different applications, making it difficult to compile a single, accu- Call Jim Cinq-Mars, Director of Sales and Marketing rate view of that customer. Going forward, the best way to solve 905-415-7274 ext. 22 this problem is to give each client a unique identifier such as a [email protected] client number.

PSMA LUNCHEON SUMMARY Tyndall pointed out that while knowing the value of your current - OCTOBER 2002 clients is critical, perhaps data mining's biggest contribution to Do you know who your clients are? your marketing program is to help you identify which companies are your best potential clients. Just by profiling the companies and contacts your firm has worked with, you can identify trends and o you know who your clients are? While the answer seems patterns that will help you zone in on lucrative areas for growth, or Dobvious, attendees of the PSMA luncheon on October 29th pinpoint unprofitable sectors you will want to offload or avoid. learned that it involves far more than just a list of client names. Paul Tyndall of Tener Solutions Group, an analytical marketing Jennifer Tribe [email protected] is president of Clear Prose firm, was the featured speaker at the luncheon and shared his Communications. insights on data mining and client profiling. By Jennifer Tribe Most people are familiar with the 80/20 rule which states that 80% of any business comes from just 20% of the client base. Tyndall says this ratio can be skewed even more in professional firms, where it is not uncommon for as few as 1% of clients to account for 50% of a firm's revenue. It quickly becomes clear why know- ing about your clients, including how and where they spend their money, is so important to marketing success.

Although sophisticated data mining has been common in the busi- ness-to-consumer arena for some time, the business-to-business sector has been slower to get involved. This is changing, says

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www.tloma.on.ca 12 November 2002 SOME TIPS ON ENHANCING CREDIBILITY:

(a) Figure out how to tell as much truth as possible, except where to do so would injure others. (b) Don't tell lies, or even exaggerate. At all. Ever. (c) Avoid saying things that others might construe as lies. (d) Speak with expression, not monotonically. Use body language, eye contact, and vocal range. Show the client you have energy around the subject at hand. (e) Don't just cite references. Where it is genuine- ly possible to create mutual benefit, introduce your clients to each other; they will learn from each other, and you will have plenty of reflect- Do more better faster ed credit in which to bask. (f) When you don't know, say so, quickly and

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PLEASE WELCOME OUR NEWEST MEMBERS TO TLOMA:

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Glenna Courneya Brown Beattie O'Donovan General Manager

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CREATIVE INTELLIGENCE CHEAT SHEET STRETCH The best ideas come in the stretch. Strive for unusual ideas. Even if your ideas sound crazy at first, you’ll find it’s a lot eas- veryone has creative abilities. And anyone can learn to access ier to tame a wild idea than to invigorate a weak one. Here are two Eand use them. These seven principles can help you develop the ways to stretch your thinking: habit of creative thinking to have more ideas, better ideas, more of the time. Use the SCAMPER method. What can you Substitute in your idea to make it more interesting? What can you C ombine to create some- ASK The most powerful creativity tool you have is the ability to thing new? What can you A dapt to another use or another situation? question. Why are things the way they are? How could they change? What can you M odify or magnify? What can you P ut to other uses? Ask yourself what would make your work group a better team, what What can you E liminate or reduce in your idea? What can you R would give you the greatest satisfaction, what would make this a bet- everse or rearrange in your idea to create new meaning? ter day. Then ask why. Ask why again. And again. You’ll soon come up with insights you never knew you had. Use the Association method. Scan newspapers, yellow pages, dic- tionaries. In what ways is your problem or opportunity similar or dis- Use creative questioning to restate problems in ways that encourage similar to the articles, pictures, or words you come across? Make creative solutions. A problem defined as “We don’t have the re- connections between the qualities in the random things you find and sources.” is like a brick wall. Restating your problem as “In what your problem. ways might we raise money or reduce costs?” opens infinite possi- bilities. DEFER Trying to generate and evaluate ideas at the same time is like trying to drive with one foot on the gas and the other on the Try the 100 Question exercise. List 100 ques-tions you’d like brakes. You won’t get anywhere, and you might blow a gasket. Ideas answers to. It’s amazing how many creative ideas this technique will are not actions. There’s no risk in deferring your evaluation. Set a generate. quota for the number of ideas to generate before beginning to judge. Continued on page 15

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different route to work, switch seats around the dinner table. You’ll start seeing new sights, hearing new sounds, and thinking new thoughts. Shaking up your reality is like shaking up the nitro in your brain.

NOTE Taking notes is a powerful way to stimulate creativity. It’s based on the simple psychological truth that you get more of what you reinforce. By noting down the things you observe, you reinforce Specializing in the Recruitment of the act of observing. By noting down the creative associations you make, you reinforce making those associations. Best of all, taking Qualified Legal Professionals notes lets you capture those great, but fleeting, ideas that we often Senior Corporate Executives*Law Clerks*Legal forget. The more you write down your ideas, the more ideas you’ll Assistants*Accounting*Administrative*Office Services have to write down. PERMANENT*CONTRACT*TEMPORARY

INCUBATE How many times have you remembered the thing you Please Contact: Sharon Page, Theresa Zarek were struggling to remember as soon as you forgot trying to remem- or Mary Anne Divjak ber it? How many times have you had a great idea in the shower or 1235 Bay Street, #1000, Toronto Ont. M5R 3K4 while driving? Often our minds work best in the background. A basic Phone: 416 934 5564 creative principle is to steep yourself in your problem and then for- Fax: 416 515 1273 get about it for a while. Relax. Listen to music. Stroll in the sunshine. email: [email protected] Daydream. It’s important to give your subconscious the time it needs www.trafalgar.to to do its magic. So if at first you don’t succeed, take a break.

Next time you’re having no ideas, remember these principles as an anagram of NO IDEAS .

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www.tloma.on.ca 17 www.tloma.on.ca 18 November 2002 2002/2003 TLOMA Executive

President Carole Paskin Bus: (416) 777-5453 Fax: (416) 863-0305 TLOMA thanks TDX Email: [email protected] Vice President Linda Ryan Bus: (416) 777-2398 (Toronto Document Exchange) Fax: (416) 865-1398 Email: [email protected] Secretary Audrey Isenor Bus: (416) 601-2383 for delivering TLOMA Today. Fax: (416) 601-2743 Email: [email protected] Treasurer Lohini Ellis Bus: (416) 865-8183 Fax: (416) 865-7380 Email: [email protected] Program Co-ordinator November 2002 Kim Kelly Bus: (416) 601-2366 Fax: (416) 601-2674 Sunday Monday Tuesday Wednesday Thursday Friday Saturday Email: [email protected] 12 Past President Dennis Nault Bus: (416) 957-1675

3456789 Fax: (416) 361-1398 Email: [email protected]

10 11 12 13 14 15 16 TLOMA Administrator

17 18 19 20 21 22 23 Liz Barrington Bus: (905) 472-2002 Fax: (905) 472-5115 Email: [email protected] 24 25 26 27 28 29 30 HR SIG 2002/2003 TLOMA Section Heads Facilities Gary Durie Bus: (416) 367-6011 December 2002 Fax: (416) 367-6749 Sunday Monday Tuesday Wednesday Thursday Friday Saturday Email: [email protected] 1234567 Finance Bill Hurley Bus: (416) 869-5713 SOCIAL Fax: (416) 640-3010

8 9 10 11 12 13 14 Email: [email protected]

TECHNOLOGY SIG Human Resources 15 16 17 18 19 20 21 Lynda Stewart Dame Bus: (416) 367-6924 Fax: (416) 367-7896 Email: [email protected] 22 23 24 25 26 27 28 Technology Dick Jensen Bus: (416) 869-5751

29 30 31 Fax: (416) 640-3001 Email: [email protected]

2002/2003 Newsletter Committee Audrey Isenor Bus: (416) 601-2383 Liz Barrington Bus: (905) 472-2002

TLOMA Thanks 2002 Conference Committee Dye and Durham for The Edmund Reid (416) 340-6035 Chair Production of Liz Barrington (905) 472-2002 Marva Bethune (416) 865 7519 The Newsletter Kim Kelly (416) 601-2366 Christine Mittendorfer (416) 364-6211 Linda McNevin (416) 601-1038 Barbara Russell (416) 601-8455

www.tloma.on.ca 19 November 2002 LAW&

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