1 / 15

Human Relations

Human Relations. Impact on Service Delivery & Inter-Personal Relationship in the Hospitality Industry. What is Human Relations?. This is the transaction that goes on between two human beings at the point of meeting each other.

calvin
Télécharger la présentation

Human Relations

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  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

More Related