The Course
Ever found yourself in a tough spot with a guest that just couldn't seem to simmer down? That's where our specialized de-escalation training swoops in to save the day! Dive into the nuances of conflict resolution tailored especially for those of us in the hospitality biz. We’ll explore the art of communication, uncovering the secrets to keeping it cool and collected under pressure. From recognizing the early signs of guest frustration to mastering the smooth steps of verbal judo, you'll gain the savvy to navigate those choppy customer service waters with finesse.
But let’s face it, theory’s only half the battle. Get ready to roll up your sleeves with our interactive scenarios that mimic real-life hospitality hitches. You'll practice, perfect, and polish your poise, ensuring that when the heat’s on, you’re not just ready, you’re the hero of hospitality calm. By course end, you’re not just walking away with some nifty certificate; you’re armed with a toolkit that transforms potential hospitality hassles into opportunities for standout service that’ll have guests singing your praises, ensuring their return, and boosting their overall experience.
What you will learn
Crafting this course, I took great care to blend practical de-escalation techniques with the warm, welcoming spirit of hospitality. As someone just stepping into this industry, you'll find that it offers an invaluable toolkit for handling challenging interactions with grace and professionalism. I meticulously organized each module to build on the last, ensuring you progress naturally from mastering calm communication to resolving conflicts with confidence. You'll discover it's not just about keeping the peace; it's about enhancing the guest experience, safeguarding your well-being, and fostering a positive work environment. Trust me, by the end of this journey, you'll not only navigate tough situations with ease but also set a gold standard in customer service that can seriously elevate your career.
Curriculum
- COURTESY
- C - Calm Yourself
- O - Open Communication
- U - Understand the Issue
- R - Respect Boundaries
- T - Take Responsibility
- E - Empower Solutions
- S - Seek Support
- Y - Your Demeanor Matters
- BONUS: Recognizing Triggers and Signs of Escalation
- BONUS: Role-Playing Scenarios
- BONUS: Evaluating Your De-escalation Skills
- FINAL EXAM
Your instructor
With over eight years of experience in the hospitality industry, Brent Sherman has cultivated an exceptional understanding of customer service and the intricacies of guest interaction. His journey began on the front lines of prestigious hotels, gradually advancing to management positions where he honed his skills in conflict resolution and staff training. Brent's extensive experience dealing with a diverse clientele has given him the tools and empathy needed to navigate the most challenging situations with grace and professionalism.
Passionate about imparting his knowledge to others, Brent has crafted the "Courtesy: De-escalation Training for Hospitality Professionals" course as a synthesis of his professional insights and evidence-based strategies. Recognizing the importance of a calm and collected approach in maintaining a positive atmosphere, his teachings focus on conflict prevention, de-escalation techniques, and promoting an environment where both staff and guests feel understood and respected. Brent's commitment to fostering supportive and safe interactions in the hospitality space underscores the relevance and necessity of his course in today's customer service landscape.