Leadership English for Hospitality

Course Intro
1 Topic
Course Content
Chapter I: Me
17 Topics
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 Topics
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 Topics
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 Topics
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
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Practice: Growth Mindset

Leadership English for Hospitality Chapter I: Me Practice: Growth Mindset

Practice: Growth Mindset

Professor Dweck offers to view mistakes as opportunities for improvement. Take a look at the situations below and decide what kind of opportunities they represent.

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