“You can draw more flies with a spoonful of sugar, than a barrel of vinegar” – so said a highly-reputed and much-revered spiritual author – St. Francis de Sales – centuries ago.
This pithy saying needs no explanation as the message is patently obvious. Stated differently, people are spontaneously drawn to those who are respectful, tactful and kind. By contrast, people are promptly alienated by those who are harsh, tactless and unkind. And this fundamental strategy has served as the universal basis in all interpersonal relationships.
Teachers have been able to draw out the best in their students by being understanding, helpful and encouraging. Employers have been able to successfully draw our the very best in their employees just by a word of respectful kindness than harsh fault-finding. This is why a Chinese proverb runs as follows: “A man without a smile should never enter business.”
These in lies the vital importance of a strategy like this: “You can draw more flies with a spoonful of sugar than a barrel of vinegar.” And that, in a nutshell, is the all-important gist of this invaluable book ‘Soft Skills in the Hospitality Industry’. Actions always speak louder than words, and the author has but one and all-important objective – to teach one and all the positive benefits of “a spoonful of sugar” in the Hotel and Service Industry.
Contents –
Introduction
1. What are Soft Skills?
2. Personal Grooming
3. The Psychology of Colour and Clothing
4. Interacting with a Customer
5. Complaint Handling
6. Body Language
7. Telephone Etiquette
8. E-mail and SMS Etiquette
9. Listening Skills
10. Common Courtesy Phrases in Different Languages
11. Cultural Sensitivity
12. ‘Politics’ in the Workplace
Bibliography
