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Emotions in hospitality: Positive affective displays in service encounters

The study, «Emotional labor in hospitality: Positive affective displays in service encounters» published in March 2016 in Sage journal used web-based simulated hospitality scenarios to examine cultural differences in emotional cognition of facial expressions among Chinese and American subjects in an exploratory study.

Results indicated that the two cultural groups interpreted smiling and direct eye-gaze similarly. Although a smiling face elicited positive emotional affective responses from both cultural groups, smiling alone was not sufficient to stimulate more positive subject reactions: Smiling needs to be accompanied by direct eye-gaze to fully elicit positive reactions from subjects.

Study results suggest that global hospitality standards should reflect findings of psychological research on emotional labor and also that business normative guidelines should encourage the display of smiling faces along with direct eye-gaze to motivate a positive customer experience.

At La Classe We pay the greatest attention to the facial expressions at La Classe. That is why we propose to include a part of Emotional Intelligence into Hospitality training programs.

Emotions. Emotional intelligence and leadership in communication.

Emotions: their manifestation in speech, facial expressions and gestures.

Truthful and false signals. Determination of the sincerity of emotions;

Creating emotions: how to create and cultivate the necessary emotions in the client?

Emotional intelligence and communication: managing the stereotypes of perception, thinking and communication. Patterns of switching and managing emotions.

How to neutralize and destroy unnecessary emotions in the team member or a customer?

Emotions play a crucial role in communication. Those who know how to better manage their own emotions and emotions of the interlocutor achieve much better results.

The ability to translate aggression and irritation into a constructive channel, use humor and jokes and adjustments is what distinguishes a professional from an amateur.

The training in «Managing emotions» will allow you to learn and practice this art.

You will practice to identify the hidden emotional reactions of a person and understand what they mean. You will learn the subtle values ​​of emotions and get tools for developing emotional intelligence and managing your own emotions. Also, you will learn to quickly identify the core values ​​and criteria of the individual and gain skills in value manipulation, as well as counter-manipulation technologies.

Call La Classe office for the details: +377 93 30 02 33


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