SeSSIon 6 | eYe contAct Learning Objective: Even when someone is ‘absent’ or distracted you are able to create eye contact, acknowledge their presence and make them feel welcome.
Set uP 10 min
Indoor
Team
mAterIAlS
Description of the slow person
SeSSIon BrIeFInG Say: This session is about making (eye) contact and making someone feel welcome. Ask 1 of the Ambassadors to help you with the next exercise. Say: You represent this person. Hand over the description of the slow person: (slouching, slow, dull, absent attitude). Ask him to sit down in front of the group. Tell the rest of the group that they are going to take turns in making (eye) contact and make the person feel welcome. They are not allowed to talk. Make sure that the slow person reacts to what the Ambassadors do. If they really make good contact or give a clear non-verbal message and ‘wake’ the slow person up, they are supposed to be rewarded by their approach! Discuss: What works? Why does that work? What doesn’t work? Why not? Ask the slow person which Ambassador made him/her feel most welcome. tAKe-AWAYS • Even when someone is ‘absent’ you are able to create contact (e.g. guests making a phone call while entering the hotel lobby). • You can initiate contact and make someone feel welcome, despite someone’s mood. • Do not feel turned down when someone is moody.
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MODULE 2 I AM GENUINE
PS-Accor-Sofitel-TM-V6.indd 48
01-05-16 23:30
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