IN SUMMARY PEOPLE HATE TO BE WRONG MEANS. We need to be... An active problem-solver who spots opportunities to quickly resolve guests’ issues, big or small. Bringing resilience and tenacity to advocate new and better ways of doing things to make our guests more welcome. Using courage to seek out and learn from feedback fromguests, peers and leaders. We need not to be... Accepting the way things have always been done. Ignoring or rationalising feedback by discrediting the source or situation eg “he’s never happy” or “she always complains”.
BEING HEARTIST MEANS PURSUING EXCELLENCE We need to be... Is aware of their and other’s limitations and the limitations of time, of energy, of resources and of priorities. Is discerning and makes wise choices. Gets started early and invites others’ input to help build out ideas and identify actions. Sees mistakes as opportunities for learning. Is not afraid to take healthy, considered risks. Feels curious, playful, wise, resourceful and takes setbacks in their stride. Takes care of themselves, their physical and emotional needs, and listens to their own and others feelings. Prioritises human connection and making people feel welcome as we work together to achieve excellence.
NOT BEING HEARTIST MEANS PURSUING PERFECTION We need to Believes there are no limitations and perfection must be pursued regardless of the people or the environment. Tries to do everything perfectly the first time around (no rough drafts). Procrastinates for fear of not getting it right and avoids others input. Is afraid of making a mistake and judges self and others harshly for the smallest errors. Avoids risks and fears that if something is missed then all is lost. Feels anxious, feels like a failure when unattainable goals are not met and has a stressed or rigid style. Sacrifices care of themselves; goes without food or sleep, and can fall into binge behaviours (all or nothing thinking). Prioritises completion of perfect tasks and will disconnect from colleagues and guests in order to focus 100% on tasks.
Giving up at the first sign of failure.
Failing to learn from mistakes and missteps.
110 | FOUR: PEOPLE HATE TO BE WRONG
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