Service Specifics What are services? Specific characteristics of services Employees as a source of competitive advantage in a service company Expected Guest Satisfaction Model Positive confirmation Simple confirmation Negative confirmation Guest...
Motivation What is motivation? What drives you? (Watching clips from various movies) Characteristics of motivated and demotivated individuals Demotivators What are demotivators? Types of demotivators The Five Principles of Motivation Motivators What are motivators?...
Working with a Team Who Makes Up the Group? What Is the Usual Structure of the Group? How to determine the group dynamics and detect key relationships/connections within the group Group cohesion Influence and power of the group Characteristics of motivated and...
Factors Affecting Communication Perception and past experiences Emotions Stereotypes and prejudices Nonverbal and Verbal Communication Importance and impact of nonverbal communication Clothing and other aspects of nonverbal communication Importance of speech...
Preparation How to prepare effectively What factors affect preparation How to prepare questions How to prepare for nonverbal communication Where to sit or stand The Process of a Difficult Negotiation Negotiating “hardball” NVC method Power games...
