That's avery good list. I'll give you one more that I tought my team back when I was a hotel GM for Marriott:
When someone tells you about a concern that they have or they are making an important point, repeat what they said back to them to let them know that you fully understand the situation. But don't be surprised if they correct your response. many times we think we hear what someone is saying, but don't truly grasp their intended meaning.
|