SeSSIon 13 | lIStenInG, tHe PIlot Learning Objective: To understand that listening fully and being pres- ent in the moment is essential to connecting to the guest.
tAKe-AWAYS • Listening, and listening fully, are essential to interactions with the guests. • A first glimpse into communication channels and techniques. • Understand that the ‘devil is in the detail’, in everything and particularly in communication.
Set uP 10 min Indoor Team
SeSSIon BrIeFInG Explain: The most guest-focused people are great communicators. Com- munication is done through many channels. Listening is one of those channels of communication. Let’s do a small exercise to experience how well you all listen. Read the following story out loud: The Pilot: You are the pilot of an airliner – flight X350-BD departing in the morning from Amsterdam with 80 passengers on board. The first landing is in London, where 30 passengers get off and 40 passengers come on board. Then the flight continues to Birmingham where 10 passengers get off and 6 come on. The next stop is Edinburgh, where half of the passengers leave the plane, before it continues the journey to its final destination of Aberdeen. At this airport, the rest of the passengers leave the plane.
Question: How old is the pilot?
Ask: Several participants to answer the question. Explain: The story starts with ‘you’, so the answer depends on the age of the individual participant who answers the question. This exercise shows the importance of true attention from the beginning and also shows how hard it is to listen.
Ask: What are important things to remember when you are listening to a guest? Why is listening so important.
57
MODULE 2 I AM GENUINE
PS-Accor-Sofitel-TM-V6.indd 57
01-05-16 23:30
Made with FlippingBook flipbook maker