Emotional and Social Intelligence
A concept that describes how people handle themselves and their relationship with others.
What is Emotional Intelligence
The ability to send a clear and convincing message to others
Basic Communication
Also known as the managerial grid
What is the leadership grid
Allowing employees to handle customers without constant supervision and feedback from managers serves to empower employee.
What is empowering employees
The process that two or more people or group work through their different opinions to achieve resolution for a shared problem.
What is Negotiation
social awareness and relationship management skills
What is Social Intelligence
Spaces of communication
Tone of voice, facial and body expressions
What is non-verbal communication
The concern for people and concern for production
What are the dimensions of the leadership grid
Commitment to the work of the team
Competence to accomplish goals
Common goals shared by all team members
What are characteristics of an effective team
Win-win strategy and win-lose strategy
What are 2 negotiation strategies
Self-awareness
Self-management
Social awareness
Relationship management.
What are Four models of Emotional intelligence
Printed words and pictures
Hearing words in form of words and sounds
What is verbal communication
1. Style the characteristics of the task to be accomplished were to be considered
2. The characteristics of the leader were to be addressed
3. The characteristics of employees were to be considered
What are 3 variables that impact someone's leadership
employees feel in control of a situation and have the power and freedom to handle, so that they feeling doing a good job are important.
What is advantage
Preparation and Planning
Setting ground rules
Both sides present their cases and discuss
Bargaining and problem-solving step
End the discussion with written documentation of the agreement.
What are the 5 steps of the negotiation process
Asking questions to fully understand one’s message
Concentrating on the sender’s words and actions
Maintaining eye contact and head movements
What is Active Listening
Verbal and Non-verbal
What are types of communication
Transformational, transactional and servant
What are the 3 leadership styles
Hospitality organization depend on employees to deliver the goods and services that customers demand.
What is the reason we empower others
Assertiveness- extent to which an individual attempts to satisfy their own concerns
and
Cooperativeness- extent to which an individual satisfies others concerns
What are 2 ways to manage conflict
communication, leadership, teambuilding, change management, empowering others, conflict resolution, and negotiation.
What are the skills a hospitality Manager should have
1.Power/distance: Acknowledge leader power (Mexico)
2.Individualism: Acknowledge accomplishments (Canada)
3.Masculinity: Recognize male leadership (Japan)
4.Uncertainty/avoidance: Have detailed plans with clear expectations (Belgium)
5.Long term orientation: Has respect for others and creativity (United States)
What are Hofstede's 5 dimensions of culture
Forming, Storming, Norming, Preforming
What are the phases of team development
How can managers empower others
What is training employees properly, provide feedback, review, and develop open communication
a mix of assertive and cooperative conflict management
What is Compromising