Core Values
Human Truths
Emotional Intelligence
Is it Sympathy or Empathy
Emotional Bank Account:
Withdrawal or Deposit
100

The New Hires appreciate they were invited to participate in the Take Care activity. They said that they felt they belong in the company after this.

Put People First

100

I need you to hear me out that I did not mean to raise my voice to the customer.

To Be Understood

100

This is the ability to recognize and understand emotions in yourself and others, and use this ability to manage your behavior and relationships.  

Emotional Intelligence

100

I am sorry that you have to take care of your nephews and nieces in the evening because their mother is in the hospital. Just make sure you come on time tomorrow, ok?

Sympathy

100

Katie approached you after introducing the topic on Call Flow. She explained that she does not think she can continue with the training because she may not be able to communicate well with the callers. She gets super nervous when making conversation to strangers. You told her not to worry, as you would be there to guide her in every step and this is why she is in the training.

Deposit

200

Our dedication to the customer shows in everything we do.

Pursue Excellence

200

Will I be part of the team building on Monday? 

To Feel Belong

200

It is about knowing yourself, an awareness of your own personality or individuality (e.g. strengths, weakness, preferences, emotions, etc.)

Self Awareness

200

It is not for you to get emotionally involved and cloud your judgment.

Empathy

200

Celebrating Jessica's success in consistently asking questions to meet her AHT within 4 days of taking calls.

Deposit

300

Innovation has always been part of the Marriott story.

Embrace Change

300

Wow, Leaders sent us gift baskets while we are working from home.

To feel special

300

This is about finding self-control and mastery you needed to take control of your work (e.g., manage time, workflow, and communication)

Self Management

300

I understand your situation. However, if you do not meet this requirement you may not be able to graduate from the New Hire class. What do you think are the things we can do together so I can help you achieve this?

Empathy

300

You got upset with Josh, a new hire. He keeps in sleeping in the class. You start to call his name in every activity.

Withdrawal

400

How we do business is as important as the business we do.

Act With Integrity

400

I can choose to work from home or in the office.

To be in control

400

Empathize, feel other people's emotions, understand their perspectives, pay attention to other people's concerns - listen carefully, ask questions to understand the reasons and underlying needs behind the emotional responses.

Social Awareness

400

A feeling of pity and sorrow for someone else's misfortune.

Sympathy

400

Jennifer seems to be lacking focus in class. You got irritated that she could not provide an answer to your question on this 3rd occasion. However, on this instance you will not let it go. You talked nicely and encouraged her, asked her few more questions to direct her to the correct answer. When she provided the expected answer, you said "Great job, Jennifer!"

Deposit

500

Marriott is doing good in every direction.

Serve Our World

500

I have been able to meet my conversion goal of 25% consistently. My Manager suggested for me to do more by achieving 30% conversion.

To reach one's potential

500

In this concept, it incorporates your ability to communicate, persuade, and lead others, whilst being direct and honest without alienating people.

Relationship Management

500

The ability to understand and share the feelings of another.

Empathy

500

Telling Landon in front of the class that he should be paying attention to the discussion so he would not miss the topic.

Withdrawal

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