It is very important to understand that emotional intelligence is not the opposite of intelligence. It is not the triumph of heart over head – it is the EMOTIONAL CONTAGION Did you know that emotions are contagious? What you’re feeling can be picked up by your customers and entirely change the way they experience their day. This phenomenon is called limbic resonance, it is the door to communal connection and can be used to establish compatibility, or hijack the other person – it is incredibly powerful and you’re in control.
TERMS
WHAT IS NEUROPLASTICITY?
Neuroplasticity is the ability of our brain to change throughout our lives. The more we strengthen the synapses, or connections, in our brains by trying new things, and exposure to new experiences, actually increases our ability to learn, grow and even heal and we can influence how that happens.
unique intersection of both. - Caruso, D. R. & Salovey, P. (2004). Emotional Intelligence.
WANT TO USE YOUR POWER FOR GOOD?
BE SELF AWARE 1
BE PRESENT 2
Look for physical signs your guest is showing you. LISTEN WITH & FOR EMOTION 3
PRACT ICE LIGHTNESS 4
Laughter is infectious and is known to be the shortest distance between your brain and your guests. Use it to create an instant bond.
Tap into what you’re feeling and experiencing. Is it coming from you or your guest?
This helps your guest tune into you and build connection. Listen with and for emotion.
HEARTIST BY ACCOR | 89
Made with FlippingBook Converter PDF to HTML5