1. Human Relations Impact on Service Delivery & Inter-Personal Relationship in the Hospitality Industry Hospitality Legend Training Series 2012

2. What is Human Relations? • This is the transaction that goes on between two human beings at the point of meeting each other. • It is the abilit of individuals to understand the feelings and aspirations of a fellow human • It is a bedrock of give & take in interpersonal relationship • It is the foundation of exhibited behaviour based on perception Hospitality Legend Training Series 2012

3. Features of Human Relations • It is Interpersonal • It is live and signal based • It can be cultivated and learned • It determines response from actions & reactions • It is necessary for human co-existence • It sets the tone for future relationships Hospitality Legend Training Series 2012

4. Uses of Human Relations • To make good impressions • To make new relationships • To renew existing relationships • To enhance good interpersonal relationship • A good tool for customer service • A wonderful Marketing tool • A way of life • Prolonging happy living • A great tool for building trust Hospitality Legend Training Series 2012

5. What then is Human Relations • This is the exhibition of identifiable traits of possible relationship in a person to the extent that the other person believes that you can be trusted • It is the exhibition of good manners and characters that are infectious in enticing the next person • The display of characters of willingness that are perceived good, helpful and can be emulated • A sign of posititvity Hospitality Legend Training Series 2012

6. Human Relations, Service Delivery & IR • Can these two be separated? • If it cannot, why? • When Properly deployed, what is the effect • When not properly, what is the effect? • Is it a necessary tool for co-existence? • If yes, justify/Discuss Hospitality Legend Training Series 2012

7. Effects of Human Relations • On the Person-You feel good and light - Gives self confidence -Allows for growth and development -Enhances self worth and appreciation • On the work-It makes it enjoyable • On the People-It makes the world go round • On the Guests- It makes them feel the impact of value for money paid • On your Life- Enhances fulfilment, peace & Joy Hospitality Legend Training Series 2012

8. Improving on your Human Relations • Conduct a self appraisal • Study yourself and approve or disaprove • List out your responses to people and agree wit yourself which one is good or not • Plan to shed the bad ones and improve on the good ones • Do not deceive yourself, be truthful to yourself • Make a determined plan to change for good & list the benefits derivable thereafter Hospitality Legend Training Series 2012

9. How do you see others?- (TA) • I am better than them- Lie • I am doing them a favour-Lie • They need me-There are alternatives • They can’t do without me-Wishful thinking • They can’t resist me- Until they try another option • I am priviledged-Some are lucky • I am Lucky-There is hardwork to achieve • I talk they listen-Till they see the opposite Hospitality Legend Training Series 2012

10. Human Relations -By Chance or By Choice • What you do not have, you cannot give • It is a conscious effort, meaning it is by choice • Some are born with it but it can be a quality • Need for it- Should be delibrate than by accident • Good Character rquires conscious efforts • Sometimes necessary- Always important and required Hospitality Legend Training Series 2012

11. Do I need human relations always • It is the basis of sound human interpersonal relationships • It fosters lasting reliance • It engenders trust & Camaraderie • It is necessary everywhere, everytime & everyday • It nutures beliefs and solidarity Hospitality Legend Training Series 2012

12. Impact of H-R on Service Delivery • It is the bedrock of belief & acceptance • It determines the level of satisfaction a buyer have in the products of the hotel • It determines the extent of good will and reliability • It is better than the best prepared dishes or luxury rooms • Great on guests, Lasting on service & necessary for good-will which is the basis of success Hospitality Legend Training Series 2012

13. Impact of Human Relations on IR • It is the basis of communiations • It determines level of trust • It is a basis for reference • Necessary for Successful living • It is the foundation for human co-existence • It engenders a conducive working environment. Hospitality Legend Training Series 2012

14. Human Relations-Quiz • Describe Human Relations in your own way • What is Inter-personal Relationship? • Identify one character of yours that is not a good HR feature • Identify one attitude of your that does not fit into good Human Relations • Is good HR necessary for Guest Service? • Did you need HR in interpersonal relationship? • List the benefits of HR in Services delivery Hospitality Legend Training Series 2012

15. Great Listeners • Thank You Hospitality Legend Training Series 2012