7 pitfalls in the way of good communication:

One of the most essential tools to achieve success in both personal and professional life is mastering the art and science of good communication. A lively conversation can build health relations, ease all kinds of tension, and boast everyone’s morale. You could be more effective in this task if you avoid making some of these common mistakes. 1. Never draw assumptions about the other person’s perception. You may have no idea about their motives or plans. To understand their viewpoint, just have a clear open ended discussion and carefully note their verbal and non-verbal input. 2. Do not avoid the problem. Delay is worse than denial. You simply have to face it. It is inside of a problem that you will eventually see the solution. 3. Refrain from abusing and character assassination. It will close all doors for you and will possibility have a lasting, negative impact! 4. Loose talk and gossip is the surest way to lose your reputation. It is highly unprofessional and will make matters both complicated and worse. 5. Never wash your or anyone else’s linen in public. This will almost certainly make the other party feel defensive, angry and humiliated. A private matter within closed doors has better chances to be resolved. 6. Conversation needs time, empathy and patience. There is very little chance to communicate something if there’s not enough time to address it. Also, be careful before you send an email or a message. They leave far too much room for misinterpretations. 7. Never debate about something when you are angry, stressed or unwell. That’s a disservice to you and the other person involved. Wait until you are calm and can handle the matter intelligently. Good communication is like talking to your lover. Get engrossed, stay in the moment, and respect the other person’s viewpoint. Dr. Anshu Arora (Principal) Amity International School Sector-43, Gurugram – 122002

Customer Experience Excellence:

Customer Service is the technical delivery of a product or service.Customer Experience is how customers perceive interactions with a company Customer Experience is the consistent delight a customer feels before, during and after the delivery of a product or service that comes from a genuine commitment to customer service. The various touch points are when the customer discovers, evaluates, accesses, buys, uses gets support and re-engages with a company. It is the smaller experiences put together piece by piece that can give a consumer a consistent delight. Messages should be consistent at all touch points

Authentic Leaders

An Authentic Leader is genuine, true, honest and has a high level of integrity. Four ways an authentic leader is formed:
  1. By the outcomes of struggles – a transformational story
  2. By being born into a leadership position – like Queen Elizabeth and Prince Charles
  3. By pursuing a cause and purpose – like Mother Theresa and Nelson Mandela
  4. By appointment to a supervisory or managerial position – learning through experiences
Transformation is brining change that can benefit society or be detrimental to society in this context. An Authentic Transformational Leader
  • Over-weights reason and underweights authority
  • Is not a “we-them” thinker
  • Is selfless
A Pseudo Transformational Leader
  • Over-weights authority and underweights reason
  • Discriminates between oneself and others
  • Is self-centered
Are you an Authentic Leader or confine yourself to be a Manager?

Decision Orientation

Before we explain the three parts of a decision, it is essential to understand some terms: Idea is a thought for a possible course of action.Intention is an aim towards a possible course of action. Action is the process of doing something to achieve an aim.Consequence is an important result or effect of an action. Decision is a conclusion or resolution reached after consideration.Fidelity is the degree of exactness with which something is copied or reproduced. Favorability is the degree of advantage to a decision. Qualify decisions by questioning.
  1. Is the intention towards the decision sound?
  2. Does the action support the intention?
  3. Can the estimated consequence of the action be expected with high probability?
  4. Are the intentions, actions, and consequences favourable to the decision? If the answer is yes to all four questions, then take the decision and question the results.
  5. Is the estimated consequence the same as or similar to the actual consequence?
  6. Does the intention, action, and consequence show fidelity to the decision?
Contributed by Anchal Andrews – FCMI Chief Executive Officer SkillMaker Consultancy Private Limited Office 201, Tower 3, Sushant Estate Sector 52, Gurgaon, Haryana India Email: anchal@theskillmaker.com    

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