The whole story.
WE DON'T SEE THE FULL STORY OF OUR GUESTS.
HOW DO WE HEAR WHAT OUR GUESTS REALLY NEED?
EVERYONE IS BIASED. YES EVERYONE.
The mind is just like a muscle - the more you exercise it, the stronger it gets and the more it can expand.
We are all the sum of our experiences, our DNA and our choices and thoughts – both our conscious and unconscious ones. Our biases, most of which are unconscious, are the product of what we see and learn about the world. The more aware we become of our biases, the more we can calibrate our teams and ask for perspectives to build more diverse views. Everyone’s stories need to be heard and seen, not just certain genders, ages, ethnicities, cultures, abilities, orientations or religions.
- IDOWU KOYENIKAN
When our guests feel deeply listened to and really heard, we create a moment of human connection that is rare in people’s days. But how do we do that when there is so much to think about and so much going on in our days? The answer is in our practice of mindfulness. The more we exercise our ability to stay in the moment, the more we are able to really notice what our guests need. We stop the chatter in our own minds, we stop the need to plan what we will say next, we just listen. And in that moment we have the power to make someone feel the most heard they have felt in days, weeks or indeed, whole lifetimes.
TRY IT NOW
What happens when we don’t see the full story of our guests or our people? How could we do more to question the status quo and challenge our perceptions of what makes a great Heartist and a great leader of Heartists at Accor?
74 | THREE: EVERY PERSON HAS A STORY
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