Using Emotions Wisely

Every hotel, restaurant or cruise line manager knows the difficulty of controlling their own emotions while dealing with guest and employee situations.   The script is always the same:  “keep a lid on it” or “stay calm; this will pass”.

But does this strategy really work?   Are managers simply masking how they feel to “get past” a stressful, uncomfortable, irritating or unpleasant moment?

Putting our emotions on hold is fine for dealing with a momentary irritant; is there a better way to control ourselves when emotional moments stretch to hours, days, weeks or months?

“We must change how we view our emotions,” says Chuck Conine, managing partner of hospitality consultants Hospitality HR Solutions.  “When we choose to look at our emotions as tools we can develop rather than barriers to our success, we can quickly learn how to harness emotions and use them to create powerful breakthroughs in relationships, both at work and at home.”

In his work with hospitality industry clients Conine has found that some older managers may have simply accepted that their emotions are either not an important part of their work life, or worse, they’ve given up trying to get them under control.  “Some otherwise effective leaders take the view that ‘I’m the way I am’ and nothing is going to change them” while younger supervisor struggle to interact with bosses or colleagues who sometimes become angry with little notice.  This is hardly an ideal working environment.  It can be changed, however.”

Source:http://www.hospitalityhrsolutions.com/