Want to engage people? Start having more fun

By Mandy Thatcher, Head of Content, Melcrum

If you're hosting or chairing a conference, the one thing you really want is a great opening presentation to set the tone for the rest of the event. Not only does this settle the pre-conference nerves of the organisers, it also reassures delegates that they've invested their money wisely! Fortunately, the opening presentation delivered by WestJet at Melcrum's Comms Canada event last week did just that.

Richard Bartrem, director, culture and communications, and Michelle Dupont, senior leader, organization learning and development, did a convincing job of slicing the company open to reveal what made employees engaged and enthusiastic about working for WestJet, an achievement that translates to satisfied customers, a successful business and the reason the company is one of Canada's Top 100 Employers in 2007.

Throughout the conference we heard a lot about the importance of research, getting managers and leaders on board and taking action after the engagement survey. But WestJet's presentation also emphasized the importance of simply trying to have fun at work and making that part of the culture. It would be easy to dismiss activities like dressing up as Elvis and giving people "Standing Os" (standing ovations) on a regular basis, as frivolous. But if Richard and Michelle were anything to go by, the end result is people who seem genuinely committed to delivering great customer service, and pretty cheerful about it too.

It's easy to be skeptical about vision statements that all sound much the same, but I for one believed them when they said "fun, friendly and caring" are among the company's stated values. They certainly had enough stories and anecdotes to demonstrate the values in action.

On a more sober note, Richard showed a slide early on in the presentation showing just how many airlines have gone bust over the last decade or so, highlighting what an achievement it is to be a successful business in such a tough industry.

Perhaps this means the business equivalent of the Alan Alda quote "When people are laughing, they're generally not killing each other" could be adapted to "When people are laughing, they're generally not delivering awful customer service." But I don't know that for certain, so don't quote me.