New Sessions
Pass the “Polite” Please!
Topic: Civilized Service for Hospitality Professionals
Who Should Attend?
*Food and Beverage Service *Managers *Venue owners *Tourism Human Resource Personnel *Anyone who works in the hospitality industry.
Why Should You Attend?
- You will find insight, gather new energy, and go home with a fresh perspective about current guidelines for civility in the service industry
- You will learn how to interact more effectively with co-workers and clients
- You will learn about the nuances of communicating respect
- You will gain knowledge that will give you an edge over your competitors
Topics covered in this session:
- Outlining the cost of rudeness to business
- Defining “hospitality” versus “service”
- Understanding the business priority
- Establishing credibility and setting personal standards
- Communicating respect and fostering civility in the workplace
- Leveraging your Social Intelligence and increasing the bottom line
- Practical service tips and techniques that improve service and build customer loyalty:
- Presenting yourself positively to “pre-sell”
- 5 expected behaviours for any service setting
- Words that build your credibility and boost sales
- Modern guidelines for dining etiquette
- Managing impolite people and difficult situations
After attending this session attendees will be better able to:
- Understand the costs of rudeness to business and in your workplace
- Exhibit civility in the workplace more consistently and build stronger client and co-worker relationships
- Increase your confidence and improve your communication skills
- Overcome difficult “service” situations and handle complaints and conflict with grace and charm
- Conduct business more confidently and courteously with positive results including- making more money!
Length of session:
This content can be offered as a half-day session- tailored to specific departments, or it can be extended to a full-day session that can effectively be offered as 2 half-days.
Other:
Handout materials supplied to client in advance of the session to be copied for participants.
Customization:
We would conduct a pre-session interview with client to determine which specific
aspects of service need to be addressed in their workplace.
* The Civility Group Inc. also offers Train the Trainer kits on Civilized Service and online Civility in the Workplace courses for service industry professionals. |
