Creating a Positive Environment

Course Overview

This base module explores The Art of Communication, considering negative and positive responses and the behaviour cycle. The professional best practice standard for achieving The Hospitality Welcome and Goodbye are set.

Learning Objectives

• Identify how negative behaviour effects customers
• Identify positive responses to use
• State the procedure for the Hospitality Welcome and Goodbye

Target Audience

Designed for all operational ‘front facing’ hotel staff. The modules can be used as a complete programme or individually for specific training needs or refreshers. Individuals may like to develop their own knowledge and confidence or use the module certificates at interviews. The programme will contribute to the guided learning hours for those staff completing a hospitality apprenticeship.

Duration

60 minutes