Participation and Format:
1. No prior training required (entry-level friendly).
2. Complete all 6 online micro-sessions (35-40 minutes each).
3. Participate in role plays, reflection exercises, and adaptability drill
4. Submit written reflections or responses for supervisor evaluation
5. Complete Pre-Test and Post-Test evaluations.
Assessment:
1. Pass the Post-Test with at least 75% .
2. Achieve a Pass Mark in role-play performance using a 9-scale adaptability rubric.
This 4-hour training on Emotional Intelligence (EI) in Hospitality Leadership expands on the basics by incorporating case studies, role-plays, and workshops. Participants will practice applying EI through hospitality-specific scenarios, develop empathy skills for guest service, and strengthen team collaboration using emotional intelligence techniques.
1. Exercise EI concepts to resolve guest complaints through case studies.
2. Practice empathy using role-play activities.
3. Explain the five EI components with hospitality examples.
4. Recognize the value of EI in guest recovery and staff teamwork.
5. Value EI as an essential tool for guest and staff relationships.
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