Transcription of Unit 5 Understanding and Resolving Guest Problems
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Unit 5 Understanding and Resolving Guest Problems
Project Hotel Curriculum Center for Immigrant Education and Training (ACE) LaGuardia Community College unit 5: Understanding and Resolving Guest Problems Project Hotel Curriculum Center for Immigrant Education and Training (ACE) LaGuardia Community College 134 Hotel TEACH Lesson Plan unit 5, Lesson 1 Career Counseling: Listening with Empathy Objectives Sts will learn to resolve Problems and listen empathetically for improved customer service. EFF Skill Sets addressed Cooperate with Others: Try to adjust one s actions to take into the account the needs of others and/or the task to be accomplished. Industry Skill Sets addressed Resolve Guest Problems Exceed Customer Expectations Activity 1: Empathy Skills T introduces another important component of active listening: empathy. T asks the Sts to define empathy. As Sts call out answers, T leads responses towards the following definition and writes it on the board.
Unit 5, Lesson 1 Career Counseling: Listening with Empathy Objectives Sts will learn to resolve problems and listen empathetically for improved customer service. EFF Skill Sets addressed Cooperate with Others: Try to adjust one’s actions to take into the account the needs of others and/or the task to be accomplished.
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