Wednesday, 18 September 2002

08:15 - 08:50 Registration and coffee

09:00 - 09:20 Welcome and introduction

The Smile Director: Colin Chodos
Managing Director, Customer Care Solutions

09:20 - 10:35 Taking serious things humourously and humour seriously

Dr Joel Goodman (USA) Founder, The Humor Project

• Making $en$e of humour and it's benefits
• Taking your job seriously and yourself lightly
• Getting more 'smileage' out of your life and work

10:35 - 10:55 Morning Tea

10:55 - 11:45 Using fun@work™ strategies to achieve employee & customer satisfaction

Dan Vredberg
Manager Customer Solutions and Support Centre, Compaq - Part of the new HP

• Strategies for successfully driving employee satisfaction using fun@work™
• Leveraging a fun culture to increase customer satisfaction

11:45 - 12:40 "Have a rest. Stop the wrest" Therapeutic benefits of humour to achieve personal and corporate well-being

Dr Peter Spitzer The Clown Doctors

• How to reduce stress, improve communication, work more efficiently and have fun
• If we can introduce humour in to crisis areas of health care, then we can introduce humour into the workplace

12:40 - 13:30 Lunch

13:30 - 14:20 "Laugh your way to less stress" Using 'humour' as an effective tool in the workplace

Jean Paul Bell Creative Director, Humour Foundation

• Develop a personal humour survival kit
• Learn how humour improves motivation and job satisfaction
• Discover how humour improves communication
• Creative problem solving and team work

14:20 - 15:15 Humour: a key component of emotional intelligence

Dr Joseph Ciarrochi Department of Psychology, University of Wollongong

• Scientific evidence that fun at work interventions are justified
• Delivering positive organisational outcomes, such as increased discretionary behaviour (voluntary overtime), prosocial activity, job performance, and reduced withdrawal behaviour like absenteeism and attrition

15:15 - 15:35 Afternoon Tea

15:35 - 15:45 fun@work™ and successful culture change - processes and strategies

Colin Chodos Smile Director (MD), Customer Care Solutions

• How to successfully introduce humour into culture change programs
• The value of seeing the lighter side
• Using humour to remove barriers and create positive team environments

15:45 - 16:45 How to avoid being a successful misery

John Lees Author and Business Coach

• This presentation suggests that it is not a good idea to climb the ladder of success, and then find out too late that the ladder was up against the wrong wall
• John provides the secrets of how to 'enjoy business rather than endure it'

16:45 - 17:00 Close and transfer to fun@work™ Cruise

17:00 - 19:00 fun@work™ Cruise

* The humour and laughs continue. Join us for an outstanding 2 hours of entertainment and relaxation with the professional cast of a SMASH-HIT Aussie comedy floorshow. A great opportunity to network.

Thursday, 19 September 2002

09:00 - 09:10 Opening & Welcome back

09:10 - 10:10 "Baby, Won't You Light My Fire!"

Margie Wood (USA)
The Humour Project
Keys to motivating ourselves and others - from shirking chores (kids and spouses) to igniting employees motivation is both an adventure and opportunity

• This high-energy session will focus on the difference between motivation and manipulation
• In business the challenge is getting others to do the things happily that we want them to do

10:10 - 11:00 fun@work™ - Getting through the bulls... detector. What does science say about humour in humans?

Dr Norman Swan Producer ABC Science Unit and Presenter - Healthy Dimensions This talk will cover what scientific research has found on:

• The psychology and physiology of humour
• Differences between humour, happiness and morale
• Effects of humour and mood on human performance
• What it takes for humour to be received as funny

11:00 - 11:20 Morning Tea

11:20 - 11:50 Using fun@work™ to build a positive and successful IT business culture

Peter Gasparovic Asia Pacific IT Manager, Chubb Australia

• The secrets to managing the skills of 'disciplined empowerment' in a fun culture

11:50 - 12:45 Emotional intelligence and customer satisfaction

Michael Edwardson Corporate and Consumer Psychologist, Lecturer School of Marketing, NSW University, Faculty of Commerce & Economics

• Being emotionally intelligent about customer satisfaction
• Understanding the emotional climate of customer service
• Why customer happiness and well-being should be the goal

12:45 - 13:30 Lunch

13:30 - 14:40 "At least I've got my health"

Brett Leake (USA) Inspirational and Motivational Speaker

• Humourising your life by seeing the simple things
• Staying motivated through life's challenges

14:40 - 15:30 The influence of personality and work environment on motivation

Australian Case Study

• Understanding keys to motivation
• Insights to the influence and impact of personality to performance and motivation

15:30 - 15:50 Afternoon Tea

15:50 - 16:40 "Bubbles and magic carpet rides - using our imagination to laugh through pain"

Margo Ward Manager Play Therapy, Sydney Children's Hospital

• Play therapy and the benefits for kids and adults
• Using imagery and visualisation skills and the profound impact they can have throughout life

16:40 - 17:00 Human Rhythms - a fun@work™ activity

17:00 - 17:15 "Laughter is not at all a bad beginning for a friendship, and it is by far the best ending for one" - Oscar Wilde

Dr Joel Goodman

17:15 - 17:30 Official Close and Thanks

Colin Chodos

http://www.customer-care.com.au/hs/day2.htm