close

Вход

Забыли?

вход по аккаунту

?

respect of any particular guest, and also how to avoid the so-called

код для вставки
130
Front Ot'fice
'intimate
respect of any particular guest, and also how to avoid the so-called
more ihai
rather
moves between the other person's eyes and body, and signals
interest!
Our receptionist avoided any form of eye contact-at ajl during the iirst Si:''i::
u-hen
':'
encounter, ГЎnd so conveyed , ri.or-rg impression of lack of interest. Even
as
vou t't': j
as
soon
and
forward, she kept her eyГЎs {ocused on the registration form,
she turned her Г±ead away, dismissing you completely'
7
--
Speech
j
'G()"
Obviously, what you say is of enolmous importance. Usrng phrases such as
'' '
,Can I help youZ; and iI hope you enjoy your stay' is the clearest way of express-:"'interest i" yГі"t guest's welfГЎre. Perhaps most important of all is to use the guest''
:i '
usins
but
respect),
indicate
they
or 'Madam' are all very well in their wГЎy (at least
just
a:
an
not
and
'
individual
as
an
name shows that you recognize him or her
for'
member of a group you are employed to cater
Obviously ГЎ goГіd'r.,"-ory is a help here (being genuinely interested in the gr-re':
n'r:better), butiheie are various ways in which you can help yourself to use guest's
alr'':'
can
you
and
instance,
for
aid,
Som"'fo.rr, of guest history recГіrd is a valuable
quick giance aI the guest'i registration card. 'Thank you, Mr Jones. Your roon'' -'
305 . . .' works wonders.
Our receptionist missed two chances. You showed her your letter of cc'n:.
it r:
remember, Lut she failed to use youl name, even though she must have noted
b''
card,
registration
in
the
fiil
you
watched
check you off on her arrivals list. ГЌhen she
;.
far
As
key.
your
you
handing
rvas
didn,t bother to use your name when she
nuisance'
just
an anonymous
concerned, you were clearly
8
Non-verbal sPeech elements
It's not justwhatyou say, it'shoutyou say it. You can say'Good evening, sir'loudlr' ВЎ- -jn.e::
quickly or slowly, flatly or brightiy. You can bring it all out together, or you can
was an afterthought vi -' ljCooГЎ evening . . . sli'ВЎ which tends to suggest that the'sir'
and so turn the ph r" "
end
at
the
little
tone
a
lift
youl
sure the guestГЎeserves. You can
if you knerv )'oui i-:
might
as
you
it,
lower
can
you
question"(,Good Г©vening , sir?'), or
arguments br' 'ВЎ::
possible
any
deter
to
wanted
you
been waiting a minute oi t*o and
-.
your civility with firmness.
Accent used to matter, but things have changed, and we don't think that this
more as long as you can be understood clearly. What really matters is your lorlВї i.,
and 'friendly" oi ir it 'dull' and 'sullen'? And does it sound just as bright at the er..i
and tiring shift as it did at the beginning?
How do these behavioural elements combine to form social skills? Well, studies
successful practitioners use:
2
.,
Positions and postures indicating agreement, such as leaning forrvard
companion.
Gestures which indicate agreement, such as nods'
Frequent smiles.
an.-1
::
Документ
Категория
Без категории
Просмотров
10
Размер файла
770 Кб
Теги
1/--страниц
Пожаловаться на содержимое документа