Exercise part 3: Match the flow of information of your colleague (2 min) When your colleague usually talks in general about something or some- one, he/she will probably be easily bored when you talk to him/her in great detail. Likewise, somebody who is interested in a lot of details will soon say he/she did not get enough information when the conver- sation was only about headlines. So, make sure that the amount of in- formation you share, matches the information needs of your colleague. And this is exactly the same for the guests in our hotel. Is somebody in a hurry, or do they have all the time in the world?
Find another colleague and continue talking about Sofitel as a great place to work.
Debrief: • How did it feel to be ‘matched’? • Did you also experience a ‘mismatch’? • How easy was it to do this?
• What does this tell us about what we need to do with our guests? • How is this going to contribute to our making guests feel special and valued? tAKe-AWAYS • Building rapport is about affecting others in a natural and pure way. • By focusing on the guest (and avoiding the use of automatic pilot), you can mirror and match your behavior to that of the guest. It will make him feel good, special and valued.
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