SOFT SKILLS IN ACTION
This skill involves paying full attention to someone and understanding their needs.
Active Listening
The first thing you should do when a customer is upset is this.
Listen
Using correct grammar and punctuation in written communication shows this.
Professionalism
Disney calls the study of understanding customer needs this.
Guestology
A document listing your skills, experience, and education for a job is called this.
Resume
The ability to adjust your behavior or attitude in different situations is called this.
When a customer complains, repeating back their concern shows this.
Empathy
A tone, volume, and posture that match your words demonstrate this type of communication.
Non-verbal Communication
Disney ensures consistency and excellence through these procedures.
Quality Standards
A letter sent after an interview to thank the interviewer and express interest is called this.
Follow-Up Letter
Working well with others on a team is referred to as this.
Collaboration
Responding calmly instead of defensively during a conflict demonstrates this skill.
Professionalism
Showing up on time for work or meetings demonstrates this professional behavior.
Punctuality
The method Disney uses to make sure services and processes run smoothly is called this.
Delivery Systems
These questions are commonly asked to assess how prepared you are for a job.
Interview Questions
This skill helps you stay positive and keep learning even after mistakes.
Growth Mindset
This is the process of resolving a problem and restoring trust after a customer complaint.
De-escalation
Asking questions respectfully and listening to answers demonstrates this skill.
Active Listening
This Disney principle emphasizes creating memorable experiences through attention to detail.
Showmanship
A method for setting achievable, clear career or personal growth objectives is called this.
SMART Goals
Being able to explain your ideas clearly and respectfully demonstrates this skill.
Communication
When a pattern of complaints is noticed, this action is recommended.
Escalate / Report
Providing clear, constructive feedback without blame shows this.
Assertiveness
Disney teaches that small actions and behaviors that support the guest experience are examples of this.
Courtesy
This type of skill includes personality traits, communication, and teamwork.
Soft Skill