In our tech obsessed world, where we can be mesmerised by data analytics, automation and machines, the magic of emotional intelligence has managed to remain the single most powerful element of service, according to Forbes. It seems despite the efficiencies that technology can bring to our guest experience, what people really want is to be welcomed warmly, understood deeply and treated uniquely. powerful predictor OF EXTRAORDINARY SERVICE. Emotional INTELLIGENCE IS THE SINGLE MOST
NEUROPLASTICITY SHAPES YOUR BRAIN FACT 18
How we think, so we become. Research shows that our thoughts have the power to shape our brains. And our brains are hard-wired to hold onto negative thoughts more strongly. Negative experiences are like “Velcro” and tend to stick in our minds, whereas positive experiences are like “Teflon” and more readily slip away. HANSON, R., (2017) The Neuroscience of Lasting Happiness.
As Heartists, we are artists in emotional intelligence and research backs this up: it turns out that professionals in the hospitality industry possess above average levels of emotional intelligence. Scott-Halsell, S. A., Blum, S. C., & Huffman, L. (2008). A study of emotional intelligence levels in hospitality industry professionals. Journal of Human Resources in Hospitality & Tourism, 7(2), 135-152.
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One of the fastest ways to grow our emotional intelligence, is to grow our emotional dictionary. There are hundreds of emotions, but most of us can name less than a handful. So how many emotions can you name? And ‘fine’, ‘good’ or ‘not bad’ don’t count.
88 | THREE: EVERY PERSON HAS A STORY
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