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The Human Side of Service: Leadership in Action
$100.00
In this two-part course, Great guest service starts with great leadership. In today’s fast-paced, human-centered workplaces, soft skills are not a “nice-to-have,” they’re a leadership must. This course empowers leaders to model, coach, and uphold the interpersonal behaviors that elevate team culture and guest experiences alike.
By the end of Part One, participants will be able to:
1. Differentiate between hard and soft skills and explain how both contribute to leadership effectiveness.
2. Model foundational soft skills—including empathy, emotional regulation, and positive attitude—in daily guest and team interactions.
3. Communicate with clarity and emotional intelligence to foster trust, reduce friction, and inspire action.
4. Demonstrate self-control and presence during guest escalation moments, using recovery-focused communication strategies.
By the end of Part Two, participants will be able to:
1. Apply assertiveness, empathy, and personalization to lead with confidence and compassion.
2. Coach team members through soft skill development using constructive feedback and conflict resolution techniques.
3. Foster a psychologically safe team culture where authenticity, growth, and emotional agility are prioritized.
4. Reflect on their own leadership tone and style, identifying habits that support or hinder a soft-skill-forward culture.
5. Use humor and levity as appropriate tools to reduce stress and build trust across teams and with guests.
CEUs: 1