FUNDAMENTALS OF SWISS HOSPITALITY EXCELLENCE CW3

Strengths Finder - Empathy

Content

• Meaning
• Blind Spots & Opportunity
• Career path
• Conclusion

Meaning

• Understanding
• Feeling
• Helping
• Avoid becoming sympathy

Oppotunities

• Key component of emotional intellegence (emotional, cognitive, compassionate)
• Making people talk
• Leader empathy
• Empathetic marketing

Blind spots

• Effect decision-making
• Induce altruism
• To be imposed

Career path

• “Empathy for the traveler starts with understanding their needs and interests.” (Justin Watkins, 2014)
• Hospitality industry
• Employee
• Guest
• Engagement

Conclusion

Reference

• David B. Wolfe, (1998) "Developmental relationship marketing (connecting messages with mind: an empathetic marketing system)", Journal of Consumer Marketing, Vol. 15 Iss: 5, pp.449 - 467
• Hotel& Hospitality new, (2012) Empathy: The first best leadership style for Hotel business [Online] Available at http://www.hotelmanager.net/empathy-the-first-best-leadership-style-for-hot... (accessed 9 April 2015)

Reference

• Rubina Mahsud Gary Yukl Greg Prussia, (2010),"Leader empathy, ethical leadership, and relations-oriented behaviors as antecedents of leader-member exchange quality", Journal of Managerial Psychology, Vol. 25 Iss 6 pp. 561 – 577
• Moram,M(2013) Empathy: Leadership strength and weakness?[Online] Available athttp://www.moderndcbusiness.com/empathy-leadership-strength-or-weakness.html(acc... 9 April 2015)

THANK YOU