Emotional Intelligence Training and Assessment
In 1990, I developed a participative training program for all staff working at Haley's Hotel and Restaurant in Leeds, UK. This copyrighted program involved training in service and communication and was conducted with every employee at the hotel. It was called Captain Quality. The result was a cohesive, engaged and committed team who would work together to overcome whatever challenges were presented. The program evolved over the years and I have used different iterations of it in every property that I have been associated with since then. It was selected as an Industry Best Practice by Cornell University and published in 1998.
Without knowing it at the time, Captain Quality incorporated a number of elements of Emotional Intelligence and I have since become certified to deliver EQ classes through Six Seconds. Six Seconds is the largest non-profit EQ network in the world and I encourage you to check out their website.
At Kohler Company, I spearheaded an initiative to provide training to all mid level managers, many of whom had worked their way up through the ranks but had received little to no formal training and development. This program was called the Hospitality Leadership Learning Retreat and lasted for 2.5 days.
In 2007, together with my colleagues, I developed a Group Wide service model that was branded "Gracious Hospitality by D.E.S.I.G.N." This program was rolled out to over 1000 employees and remains the cornerstone of service within the entire group.
I was also intimately involved with the Kohler Learning Academy as the Executive Sponsor of the Service section. This group created curricula for learning and development across the entire Hospitality and Real Estate Group.
I now use EQ and Captain Quality programs as cornerstones for training and development at Immersive Communication, my consultancy company that I started in 1999. If you are interested in talking to me about any of these programs, drop me note.
Without knowing it at the time, Captain Quality incorporated a number of elements of Emotional Intelligence and I have since become certified to deliver EQ classes through Six Seconds. Six Seconds is the largest non-profit EQ network in the world and I encourage you to check out their website.
At Kohler Company, I spearheaded an initiative to provide training to all mid level managers, many of whom had worked their way up through the ranks but had received little to no formal training and development. This program was called the Hospitality Leadership Learning Retreat and lasted for 2.5 days.
In 2007, together with my colleagues, I developed a Group Wide service model that was branded "Gracious Hospitality by D.E.S.I.G.N." This program was rolled out to over 1000 employees and remains the cornerstone of service within the entire group.
I was also intimately involved with the Kohler Learning Academy as the Executive Sponsor of the Service section. This group created curricula for learning and development across the entire Hospitality and Real Estate Group.
I now use EQ and Captain Quality programs as cornerstones for training and development at Immersive Communication, my consultancy company that I started in 1999. If you are interested in talking to me about any of these programs, drop me note.