Understanding & Managing Emotions in Hospitality & Tourism Industry PDF
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This document provides an overview of emotional intelligence, particularly in the hospitality and tourism industry. It details the importance and signs of emotional intelligence, and offers steps to improve emotional intelligence within the context of the industry.
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UNDERSTANDING & MANAGING EMOTIONS IN THE HOSPITALITY AND TOURISM INDUSTRY Module 1.2 EMOTIONAL INTELLIGENCE The ability to recognize, understand, and manage one’s own emotions, while also being able to recognize, understand, and influence the emotions of others. SIGNS OF EMOTION...
UNDERSTANDING & MANAGING EMOTIONS IN THE HOSPITALITY AND TOURISM INDUSTRY Module 1.2 EMOTIONAL INTELLIGENCE The ability to recognize, understand, and manage one’s own emotions, while also being able to recognize, understand, and influence the emotions of others. SIGNS OF EMOTIONAL INTELLIGENCE Low EQ High EQ § Often feels misunderstood § Understand their feelings § Gets upset easily § Remain calm and composed § Overwhelmed by emotions § Can handle difficult people § Have problems of being § Able to influence others assertive toward a common goal IMPORTANCE OF EMOTIONAL INTELLIGENCE HOW TO IMPROVE EMOTIONAL INTELLIGENCE 1. Identify your strengths and potential 2. Self-regulation 3. Practice empathy 4. Communicate clearly HOW TO IMPROVE EMOTIONAL INTELLIGENCE 5. Practice active listening 6. Be open-minded 7. Enhance your social skills 8. Put it in practice
