Quality of Interpersonal Interactions at the Front Desk Department at the Griffith Hotel

Egan and Schroeder state empathy is a key value for the skilled helper and empathy finds expression in the helping process in many ways. When

In reference to the case study, empathy could have be used to ensure a better understanding of Mr Lawrence concerns by actively listening to him with genuine understanding, keeping positive body posture, showing emotional concerns towards his feelings and not discounting them, maintaining direct eye contact at all times, nodding or asking relevant questions all goes to endorse empathy and generate the feeling of worth. This would help him develop understanding of his own situation and reduce is anxiety and

Empathy is therefore a vital link in the process of Emotional Intelligence. (Ioannidou, F. 2008). In relation to Nursing, it enables nurses who have well developed empathetic listening skills to establish a rapport with a patient which can assist in establishing effective solutions and building a trusting professional nurse/patient relationship. By using effective skills in empathetic communication, Nurses have the ability to divert a potential highly emotional situation into effective and positive interactions. (Halpern, J. & Ebrary 2001)

The importance of empathy in any helping profession, medical or social, cannot be overstated. The workers that exemplified it in their practice did the best that they could with their limited resources.

Hannah, B.B. & Virginia, T. (2012). The use of empathy in human services: Strategies for diverse professional roles. Journal of Human Services, 32 (1): 72-84

Healthcare professionals who should learn to exhibit empathy range from doctors and nurses to therapists and pharmacists. While it has been established that a

The test of empathy in your relationships is when something goes wrong (and it will), does the person offer to problem solve and help or do they point the finger. In most cases people have transactional style relationships where they look to assign blame rather than problem solve and help. Empathy based relationships allow you to get more done and faster when operating in the matrix and leading horizontally. For empathy to develop in your relationships, you need to invest in people when you don’t need something. You need to look for ways to help them be successful by supporting them, helping remove obstacles and looking for co-authorship opportunities rather than trying to win for yourself. When we make this one of our management habits, trust and empathy will begin to form in your relationships and be part of our operating style, increasing our leadership efficiency and

While having empathy is an exceptional quality, it has limitations. In Limits of Empathy, by Adam Waytz, he points out that though empathy can be a powerful tool in understanding another person’s experiences, it also has limits. He begins his article with introducing empathy as the topic of interest today. Through the use of an empathy belly and the age suit, Waytz discusses how these exercises are used in Ford Motor Company to get the perspective of a pregnant woman or an elderly person who has to drive. Whether or not these exercises actually help the company is unclear he states, but empathy has proven to be a focus of improvement all around us. Waytz states that research conducted suggests that the commotion about empathy is too intense,

From the top down, emotional labour is necessary in almost every profession. The way employees interact with customers can directly and indirectly impact sales and the reputation of a company. While it is very visible in lower class jobs like waitresses and cashiers, who interact with customers directly every time they do their job, it is also necessary in higher positions in a corporation. People in management positions are told they must treat employees with respect because happy employees can increase productivity. In A Managed Heart, Hochschild focuses on mid-class professions and how workers participate in emotional labour. Ofri’s book, What Doctors Feel, focuses on emotional work in the high class medical industry. Hochschild’s A Managed Heart highlights the dangers of emotional management where Ofri’s What Doctors Feel has a more positive outlook on the topic, however, both authors would agree that expressing the proper emotion at the proper time - despite some risk - is necessary in almost ever career.

Nevertheless, put aside of the attributes I possess, I am unable to separate empathy from sympathy. I am a very emotional person. But human service providers should have the ability of not being affected by clients’ emotions beyond understanding. Otherwise, the helping professional will not only be burned out easily, but also unable to solve customers’ problems effectively. Thus, I will keep working on distinguish empathy, which is being understanding, from sympathy, which is putting myself in the client’s positions.

Both employees and customers can become confused or irritated by managers' poor interpersonal skills. Interpersonal skills are important to managers charged with building workplace trust and cooperation from staff members who are collectively accountable for furthering business goals. Imprecise and rash business communication frequently results in wasted time because of the need to revisit

In Chapter 5, The Author discuss the role of pervasive role of confirmation and empathy in health care. Empathy is considered as an important part of the emotional intelligence which is defined as the ability to understand and manage emotions of yourself and people around you. Empathy helps to build trust and hope in patient -provder relationship. Empathy or "capability of emotional knowing" is a part of behavioral attribute that contribute to quality of social interaction. Author has informed about the Jafferson Scale of Physician Emapathy (JSPE), which is used to evaluate empathy in healthcare providers.

Although there are several problems that can diminish the effectiveness of interpersonal communication, some tactics can be used in order to minimize these failures in communication. A recent visit to a hotel sparked a perfect example of this communication opportunity between a patron and the hotel's front desk employee.

Emotional Intelligence is defined as the “ability to understand emotions and manage relationships effectively” (Pg. 76). Southwest Airlines displays some of the highest levels of emotional intelligence. For example, Dave Ridley (Senior Vice-President of Business Development) mentions that while a day at the airport can be stressful, “a gentle hand, a kind spirit, an extra effort going the extra mile” is what makes customers want to come back. This directly relates to emotional empathy. Emotional empathy is a branch of emotional intelligence and is defined as “the ability to feel what the other person is experiencing in a particular situation” (Pg. 81). The employees of Southwest Airlines use emotional empathy to identify those travelers who are having a stressful time and by exuding encouragement and kindness, the travelers feel more at ease. Employees being able to recognize signs of stress in their customers and being able to apply the right type and right amount of emotion (as dictated by the display rules), makes those travelers more satisfied with their

For instance, Jason Felix, a Human Resources Technician with College of the Desert describes his thought after having dealt with a rude applicant over the phone, “while physical labor is no walk in the park, dealing with people can leave you just as drained, if not more, and it can take longer to regain your emotional stability” (J. Felix, personal communication, January 30, 2017). After having been cut off, yelled at, and harangued, Jason had to still go about his day as if nothing happened. The use of good customer service in the face of disrespect is reminiscent Karl Marx writes, “the realization of labor appears as a loss of reality for the worker”. It is not the real person who is being polite but the person created for the work environment that is required to be polite. With this in mind, having to create an atmosphere of happiness when one isn’t feeling happy could result in the depersonalization of happiness with the self (Herpertz et al, 2016). The problem then turns into the employee not knowing whether they are actually happy or is only so used to being happy. How does the employee then adjust to the “real world” outside of the workplace? In A Managed Heart by Arlie Russell Hochschild, she speaks with airline attendants who must always create a positive space for passengers, their smiles being of most value to the company. One flight attendant interviewed is quoted saying, “Sometimes I