LEVL UP During Crises

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. ?

Sommaia Agag, MBA

Strategic HR Business Partner | People & Culture Professional

4 个月

Insightful! And well said.. thank you for sharing Joe Ghayad

Ali Mansi

Dynamic Hotelier | Hotel General Manager | Expert in Operational Excellence & Pre-Opening Success | PGC-MBA | Proven Leader Driving Revenue Growth | Egypt Branch Manager at Sheraton

4 个月

LEVL approach is empowering and inspiring

要查看或添加评论,请登录

Joe Ghayad的更多文章

  • Balancing Stress in our daily life

    Balancing Stress in our daily life

    Every one of us experiences stress to some degree! The way we respond to it makes a big difference to our overall…

    1 条评论
  • Unwinding from work!

    Unwinding from work!

    Taking a vacation from work is often regarded as a luxury, but in fact, it is imminent to maintaining mental and…

    5 条评论
  • Just, Keep Moving Forward

    Just, Keep Moving Forward

    Moving forward means that you are willing to keep trying even during hard times and despite of challenges. Doing this…

    4 条评论
  • DISCIPLINE IN LIFE

    DISCIPLINE IN LIFE

    Discipline is one of the most important personality characters in everyone's life. It refers to a set of rules and…

    6 条评论
  • Joy at the Workplace

    Joy at the Workplace

    Feeling Joy at work is about being connected with what you do and why you do it. It's the feeling of success and…

    7 条评论
  • New Leader On The Block

    New Leader On The Block

    Today I would like to share my views on what is expected from a new team leader and what should be their priorities and…

    2 条评论
  • Beyond Appreciation ...

    Beyond Appreciation ...

    Multiple research showed that when you express gratitude and appreciation towards employees, they tend to show positive…

    4 条评论
  • Surround Yourself with Winners

    Surround Yourself with Winners

    They always say that “Birds of a feather, flock together”. I believe that sometimes we underrate the importance of…

    1 条评论
  • KEEPING YOUR EGO IN CHECK

    KEEPING YOUR EGO IN CHECK

    It’s time again to reflect about how far you are from your goals and determine what your New Year’s resolutions will…

    4 条评论
  • Parenting and Leadership

    Parenting and Leadership

    Parenting, from a leader’s perspective, means knowing what matters most to you and your family. Making decisions based…

    4 条评论

社区洞察

其他会员也浏览了