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Description: In an effort to create a better experience for its guests, Affinia-owned hotels are training employees to recognize and respond to body language.

Related Video:

Source: C. Jones, “Face Off: Hotel Staff Taught to Read Guests’ Body Language,” USA Today

Date: October 24, 2011

Article Link:

Questions for discussion:

  1. Examine the figure associated with Katz’ essential managerial skills. Discuss the relative importance of each skill. How do the article and video reinforce what the chart tells you and what do they suggest about need for emotional intelligence?
  2. Discuss how analyzing and responding to body language affects communication effectiveness and efficiency. What are the tradeoffs involved?
  3. Active listening and proxemics are two concepts not specifically mentioned in the article. Are these important in customer management? Discuss.


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