Leadership English – Level 1

Course Intro
1 Lesson
Course Content
Chapter I: Me
17 Lesson
Chapter I Keywords
Practice: Chapter I Keywords
Scenario: Review Day
Scenario: Sophea’s Reaction
3R Model
Step I: Receive
Default Reactions
Practice: Default Reactions
Asking to Clarify
Practice: Asking to Clarify
Step II: Reflect
Practice: Growth Mindset
Step III: Respond
Scenario: Sophea’s Report Card
Practice: SMART Goals
Chapter I Overview
Checkpoint I
Chapter II: Team
17 Lesson
Chapter II: Keywords
Chapter II: Keywords Practice
Scenario: Team Conflict
Scenario: Unconstructive Conflict Resolution
Conflict Resolution Process
Step I: Manage Your Emotions
Step II: Identify Each Other’s Needs
Practice: Taking Perspectives
Step III: Establish Common Ground
Practice: Shared Values
Step IV: Identify the Obstacles
Practice: Managing Differences of Opinions
Step V: Develop an Agreement
Scenario: Compromise
Scenario: Collaboration
Chapter II Overview
Checkpoint II
Chapter III: Guest
17 Lesson
Chapter III Keywords
Practice: Chapter III Keywords
Scenario: Guest Complaint
Scenario: Ineffective Complaint Resolution
Dealing with Complaints
Dealing with Complaints: Check Yourself
Step I: Manage Your Emotions
Step II: Emphasize and Actively Listen
Practice: Empathy & Active Listening
Step III: Apologize
Practice: Apologizing
Step IV: Offer Solutions
Practice: Offering Solutions
Step V: Follow Up
Practice: Follow Up
Chapter III Overview
Checkpoint III
Chapter IV: Hotel
17 Lesson
Chapter IV Keywords
Practice: Chapter IV Keywords
Scenario: Big Event Preparation
Scenario: Ineffective Coordination
Effective Event Planning
Identifying Stakeholders
Practice: Identifying Stakeholders
How to Participate in Discussions
Practice: Participating in Discussions
Risk Assessment
Practice: Risk Assessment
Communication Channels
Practice: Communication Channels
Coordinating Actions
Practice: Coordinating Actions
Chapter IV Overview
Checkpoint IV
Course Conclusion
Previous Chapter

Course Content

Leadership English – Level 1 Course Intro Course Content

Course Content

This course consists of four chapters. Each chapter has a focus topic and a skill that you will practice. Flip through the cards below to see what each chapter is about.

Chapter I: Me
This chapter will look at the life and problems of a regular employee at the hotel. You will learn how to manage stress and find motivation to move forward when things don't look bright. You will also learn about the power of mindset and how to learn to overcome failure with a growth mindset.
Chapter II: Team
The second chapter of this course is about your team. Working together with other people can be both a rewarding and stressful experience. In this chapter, we will look at how to resolve conflicts effectively. You will also learn a useful way to communicate negative feedback to other people.
Chapter III: Guest
Working at the hotel can be stressful because you need to know how to solve guest problems apart from dealing with your team and manager. Dealing with complaints can be difficult, requiring managing emotions well and finding solutions quickly. In this chapter, you will learn about empathy - a skill of understanding others.
Chapter IV: Hotel
The final chapter of this course will look at how to work well with other departments. At the hotel, different teams need to collaborate to provide smooth experiences to the guests. You will learn how to make requests politely, negotiate effectively, and compromise when necessary.
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