Course Content:
- Introduction and Overview
- What is Communication Sensitivitiy
- PreBooking Calls and Internal Team Communications
- Sensitive Situations
- -Sympathy Stays & End of Life
- -Disabilities / Neurodiversity / Elderly Guests / Other
- Awareness & Self Awareness
- Understanding your Communications – Verbal & Non Verbal
- Emotional Intelligence
- Triggers for Upset & Reactions
- Assisting – When to and When Not to
- Managing Emotions & Emotive Conversations
- Sympathy Vs Empathy & The Adare Manor Platinum Rule
- Listening & Active Listening
- Assumptions, Fears and Bias
- Supports & Mental Health & Wellbeing
Customisation:
The above topics are suggested only. We specialise in customising content to suit our clients needs and objectives in advance of the programme so that we can tailor the training to the specific needs. We incorporate clients existing policies into your programme
This training is specifically designed for Guest Experience Teams, front-of-house staff, and hospitality professionals who act as the primary point of contact for guests. It is ideal for team members who need to navigate high-stakes, sensitive interactions—such as sympathy stays, end-of-life situations, or engaging with guests who have disabilities or neurodiverse needs. By attending, staff will develop the emotional intelligence, self-awareness, and active listening skills necessary to handle complex emotional scenarios with the “Platinum Rule” of empathy and professionalism.
Product Description
This Communication Sensitivity for Guest Experience Team training course is designed to equip staff with the necessary skills and knowledge to confidently engage and communicate with guests especially in more sensitive situations such as Sympathy Stays and scenarios around Disabilities, Neurodiversity & other considerations.
Type of Course:
Awarding Body: Optima Training & Consulting
National Framework of Qualifications Level:
Certification: Certificate of Completion from Optima Training & Consulting
Renewal:
Method of Delivery:
Entry Requirements:
Minimum age- 18 years old
Assessment Details:
Cost Per Person:
The fee is inclusive of all training courseware materials, XXX certification and 3 months after training support.
Progression Opportunities:
Protection for Enrolled Students:
N/A
