Day Two / Hour 2

11:00-11:50am: Emotional Intelligence

  • Challenge: Employees may not be aware of how their behaviors are perceived by others
  • Solution: Students should understand their current emotional intelligence (E.I.) “aptitude” and feel motivated to improve upon it

Key Teaching Points:

  • What having high E.I. looks like
  • Benefits of having high E.I.
  • Incorporating E.I. into the guest service experience

Class Activities:

  • “Train Station” Exercise
  • E.I. Self-Assessment & Goal Formation

11:50-12:10pm: 20 MINUTES BREAK