ࡱ> BDAa L)jbjb,, $4NNL#.......d d,9R(.( ..=    .. BV....  rT.. +x.NS0\5 5 .ddDddProject 11.0 Facilitating the Experience Pre-Experience Phase Examine the promotional materials you developed your program. What types of expectations do the materials create for potential customers? The types of expectations that the materials create for potential customers are in knowing what the program will offer for them, with this accurately describing programs, services, and potential benefits. One main expectation of facilitating customers needs is by managing their expectations. Through my program customers will be able to examine their needs/wants and determine which program will be best for them, based off of a survey on their previous experiences with the program(s) of their choice (i.e. beginner, intermediate, advanced). What types of registration processes/procedures or combination of processes/procedure would best meet the needs of your target market? Remember to consider accessibility. The types of registrations processes/procedures that would best meet the needs of my target market would be an on-line (internet) registration. By having the opportunity of my potential clients to register on-line they would not only be able to apply then and there on the website but will also be able to research the program(s) of their choice. Along with having registration available on-line my customers will also be able to have the convenience of a one-on-one web site chat with one of our program leaders/directors/guides, etc. List the forms participants will need to complete prior to starting your program. Create an example of at least one of these forms. The types of forms that participants will need to complete before they can engage in any of the offered programs will be the following: Informed consent/Agreement(s) to participate- Allow participants to understand the risks and responsibilities associated with participating in certain activities. Included in the forms are the accidents that may occur and acknowledging to the participant that the organization cannot guarantee the safety of participants. With this participants are reminded that they must assume elements of responsibility for their own and in doing so the client agrees to participate and assumes the inherent risks associated with the activity. Parental Permission Slips- These forms are the same as an informed consent/agreement to participate, yet are for minors (under the age of 18) where a guardian is required to sign, in order for the child to participate. Medical History Forms- These forms will be extremely important for my organizations programs, as all programs involve a high risk of injury to any participant. By requiring medical history forms for all clients willing to participate will not only protect my organization from any negligence that could occur but also help protect the client from any accident that could occur and in knowing what to do. Waivers- These forms are a must for any programs in my organization as they are agreements between my organization and the participant in which state that participants will not hold my organization liable for any damages if ordinary negligence is the reason for participant injuries or damages. Once people have committed to attending your program, identify what you can do to build their anticipation for the upcoming program. Once people have committed to attending my program(s) my organization can help build participants anticipation for the upcoming program by sending out program packets, which will include packing lists, an explanation of policies and procedures, a welcome letter from program staff, and material that explains the logistics of the program(s) so clients can anticipate what to expect. How can you easily communicate changes in your program to participants? My organization can easily communicate changes in my program to participants by e-mail updates in which the participant will be able to respond to my organization if they have any questions/concerns for the changes being made. Participation Phase How can you create a physical environment that will facilitate the type of benefits you want to provide participants through your program? What type of decorations, equipment, sounds and other atmosphere builders will you use? I can create a physical environment that will facilitate the type of benefits I want to provide participants through my program by engaging them in the outdoors through various outdoor training sessions along with an expedition at the completion of the course. Use the risk management checklist presented in Application and Practice exercise 11.3 to evaluate the risks associated with your program. What potential risk management concerns do you need to address in implementing your program? The potential risk management concerns that I will need to address in implementing my program is by explaining to each and every client that my staff and I will take every precaution necessary to guarantee their safety, however, there are some accidents that will happen that we cannot avoid (acts of god: avalanches, rock falls, etc.). Before engaging in any program each and every client must read and sign the forms required of them to participate in such a high-risk program. How many staff and or volunteers will you need to implement your recreation program? The number of staff that I will need to implement my recreation program will be somewhere between 15-20 guides, who will be leading the mountaineering classes and the expeditions. However, this number could increase if the amount of participants exceeds the ratio of one guide to three clients (participants). Maximum number of clients with a plan of 20 guides-60 clients. Briefly describe how each staff member and or volunteer will be utilized. Each staff member will be utilized in providing the clients with a generalized overview of what is to be expected when on a mountain expedition, along with the skills that each client should be knowledgeable in (i.e. self-arrest, rope-travel, and how to use the gear provided). What roles will staff play with regard to service to constituents? The roles that the staff will play with regard to service to constituents are by making sure they receive the best care throughout the entire program. This can be through showing them the skills needed, excellent care and safety provided by the guides on the climb, and by having the clients feel free to talk to their guides on any issues/problems that might come up. What specialized skills or certifications will be needed by staff and/or volunteers to implement your recreation program? The specialized skills and certifications that will be needed by staff and/or volunteers will be outdoor emergency care or wilderness first responder, U.S. Avalanche Level I, II, or III and Leave no Trace certification. Think through the sequencing and pacing of your program. Should there be any specific sequence in providing services that relate to your program? Do you need to be concerned about the pacing of your program? If yes, how can you facilitate the proper flow of the program? Yes, I need to be concerned about the pacing of my program, as there is a lot of information that will need to be covered before a mountaineering expedition can be planned. One way that I can facilitate the proper flow of the program is by making sure that the schedule has plenty of time to cover the information needed to do an expedition. By having the proper requirements needed for guides/volunteers leading the course will not only provide the client with the best education but will also provide my program in being one of the best informational and experimental ones out there. Post Experience Phase Identify three ideas that can be used to assist participants to remember the experience through the reflection process. Three ideas that can be used to assist participants to remember the experience through the reflection process are: a dinner with all of the clients and guides where awards will be passed out to each and every client who participated in the climb, even if they didnt reach the summit. Another idea could be to send out pictures taken of each client while climbing and with fellow participants as well as the guides. Lastly, having the guides send out e-mails to the clients, which tell of new programs, expeditions and the chance to do another climb somewhere else in the state, country or internationally as well. What strategies could you use to encourage repeat business and customer loyalty for your organization? The strategies that my program could use to repeat business and customer loyalty for my organization is by providing the best guide to client ratio, most experienced guides who are specialized in their certifications as well as excellent communication skills between the client(s), and lastly, by having a reflection process after the climb in where the client receives satisfaction by participating in the climb, whether it be through a group dinner, photographs, or e-mail checkups. ?$$I)J)L) huhv hshv hv5hvhshv5  )*?@ : Kstxy^gdv & Fgdvgdv$a$gdvL)mn9:OP :!;!!$$$$h^hgdv & Fgdvgdv^gdv & Fgdv$$&&e'J)K)L)gdv^gdv & Fgdv":pv/ =!"#$%<@< NormalCJaJmH sH tH DA@D Default Paragraph FontRiR  Table Normal4 l4a (k(No ListL#4L# )*?@: K s t xymn9:OP:; e!J#K#N#0`؀0`؀0`؀0`؀0`؀ 0й00 0й0x0` 0й0p0̀0p0й0@0` 0й00` 0Pŀ0000 0й0P̀0ـ 0pw0P0`؀ 0й0й0̀ 0Pŀ0й0@ 0Pŀ0й0̀ 0й0й0ˀ 0й0@ 0й0̀0ـ0ـ0ـ 0й0й0 0й00`0L)$L)L)N#8q v N#::R,2R,386[9TVqD.^`o(. ^`hH. pLp^p`LhH. @ @ ^@ `hH. ^`hH. L^`LhH. ^`hH. ^`hH. 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