关爱客人6.ppt

* Explain: In the video, we saw examples of the three ways we communicate – both with guests and with fellow associates. Ask them to refer to page : Ways We Communicate. Ask: How do you think this circle would look if we divided it into sections by the three ways we communicate? In the top circle, estimate the percentage of communication in terms of the words we say, our tone of voice and our body language by drawing a pie chart. Be sure to write the percentage next to the section. Ask: Let’s first discuss the words we say. What percentage of the way we communicate did you estimate was interpreted through the words we choose? What about our tone of voice? Body language? * Write “L I S T E N” on a flipchart. Ask: Also, when you mix up the words of listen, what does it spell? (Silent) Explain: A good listener absorbs and acknowledges the information “silently”! That’s why we have 2 ears and only one mouth! Being a good listener is a skill that takes practice. Try sharpening your listening skills at home and with friends – it will help you when you are in guest contact situations * Review “Talk Listen” by asking the following questions: What are the three ways we communicate? (Body language, tone of voice, words we say) What percentage of what we communicate over the phone is in our tone of voice? (90%) What are three different non-verbal signals and their meaning? (Crossed arms – defensive; rolling eyes – “unbelievable … you’re an idiot; checking watch – in a hurry) How do we listen actively? (Eye contact, nod, take notes, etc…) You will need to divide the class into three teams for a quiz. Refer to the Games and Quizzes for Instructions. You should arrange for fun prizes for the winners of the game. * 销售部说今天上午9点有一个日本旅游团50人入住，其中45人是一家三口组成，需要15间家庭套房，但房务部告之今天只有10间家庭套房，12点之前肯定腾不出房 旅游局通知，今天上午9点召开全市酒店工作会议，迎接可能到来的旅游高峰期，并保持今年我市旅游成绩既定的增长12%计划，而且指明张经理这家酒店出席并准备代表企业发言 总经理秘书来电话说，老总下午要出差，希望9点能够与张经理讨论一下非典过后，客房部如何完成下半年的营运目标 公关部经理来电说，酒店准备与南方航空公司在广州、北京、上海推出