HTH 102 Lecture Notes - Lecture 3: Product Differentiation, Comparative Advantage, Active Listening

• School: Ryerson University
• Department: Hospitality and Tourism Management
• Course: HTH 102
• Professor: Chris Gibbs

Document Summary

First moment of contact between customer and seller or service provider. The ability to monitor one"s own and other people"s emotions. To discriminate between emotions and use the emotions you picked up off that person and label them appropriately. For example, if someone at an airport in a waiting area looks anxious or distressed. For example, a professor distinguishing between engaged students and people there just passing time. How to create ei (emotional intelligence) in employees. A strong sense of self-empowerment and regulation, which helps employees make decisions right on the spot if necessary. If an employee thinks there is an opportunity to take an act of kindness, let them do it. A positive outlook, promoting constructive responses to the challenges of work. Coach (positive) - to spread positivity and realize the actions of employees and reward them for it. An awareness of your own and other people"s feelings, creating empathy and facilitating better conversation with customers.