We are all different as human beings. And that is a good thing. However, we are not only different as people, we also think, behave and communicate differently.

Our differences means that communication and understanding, sometimes can be challenged. And especially if we serve a guest who has a completely different behavior and mindset than ourselves.

We do not always have to agree with our guests, but we have to respect their experience and feelings. And it is our job to make them feel heard and acknowledged. They are allways entitled to their experience or feeling.

Remember!

We all interpret the world in our own way! The way I see the world and the way I interpret a feeling, is not necessary the same way as your guest do. That doesn’t make any one of us wrong!

When we start realizing that colleagues, friends, guests behave the way they do, because the have a different mindset, then we can start communicating!

Assertiv communication

There are different ways to communicate. As human beings we all communicate differently and as with our guests, we are all entitled to our feelings. Assertive communication is the most effective way to communicate to de-escalate and handle conflicts.

How to respect differences

To start with, we have to put our personal opinion aside. We want to focus on the guest and make sure that they feel heard and acknowledge. We do that by:

1. Listening (e.g. nodding, eye contact, focusing on the guest)
2. Acknowledge thew guest. Show empathy for the guests complain or request. “I understand that this situation is frustrating…” or “thank you for telling me that…”.