LEVL UP During Crises

How to Stay Calm in Crises Situations:

LEVL Approach

In the hospitality industry, more often than ever we face high-stress situations that can arise at any time and this necessitates that we face and communicate about the challenges faced in a calm manner.

During these instances, my preferred approach, which I call the LEVL UP Method (Listen, Emphasize, Validate, Lead), proves to be an effective tool for dealing with crisis management.

The LEVL UP Approach consists of Listen, Empathize, Validate and Lead.?

1)??? L: LISTEN

It is imperative to listen to our guests’ comments, complaints and concerns with an open mind to comprehend our guests’ sentiments.? It is important to actively hear others before attempting to respond.

Guests need to vent and express their frustrations or disappointments to diffuse tension. ?By listening carefully and attentively, we will be able to gather all the relevant information that would assist us to resolve any situation effectively.

2)??? E: EMPHASIZE

Empathy and understanding if truly felt by our guests; can ease many situations. Remember that during a crisis, people are usually nervous and need to just vent. ?Active listening requires synchronization of both body language and verbal signals so that our guests feel that we really and sincerely care about how they feel. ?

Examples of empathetic non-verbal communication can be head nodding, smiling, and using a warm and relaxed tone of voice. ?Showing empathy makes people feel seen and heard, which often helps deescalate any situation.

3)?? V: VALIDATE

One of the most important factors of active listening is validating the information we receive from our guests by paraphrasing it to check our understanding.? Acknowledging others’ feelings and perspectives is of immense importance.

Putting yourself in the guests’ shoes assists you to better understand their experience, shows respect and builds trust.? Even if you do not necessarily agree with their point of view, it is crucial for the guests to feel appreciated and valued.

4)??? L: LEAD

After actively listening, emphasizing, and validating the guests’ experience; it is time to lead the conversation and offer alternatives and options for the guest to choose from.?

This is the only opportunity you have to regain the guests’ trust. Offering to them a few options to choose from to resolve their opportunity, will show that you are serious and show a sense of urgency in tackling their problem to their satisfaction.

Bear in mind that if YOU do not spend time to genuinely care for your guests’ concerns; someone else will.

Enthusing trust, remaining calm and possessing clear leadership skills inspire confidence. ?This method will regain the guests’ trust and most importantly, loyalty to our brand.? They will give us another chance to redeem ourselves by serving them better next time. ?