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WorksheetsProperty's Heartist Transformer Certification
Total questions: 10
Worksheet time: 6mins
What does Heartist means?
We let go of all the processes in our daily job
We should never deliver bad news
We think first with our heart and we are an experts in what we do
We give our guests and our colleagues gifts for free
Below are the steps to give sticky compliment, except for....
Describe the great behavior that have been implemented by our heartist
Explain the Effect (Impact) of that behavior towards others (our guests or our colleagues)
Just say awesome/great job/thank you should be enough
Recognize the effort made by our heartist to make that impact
These below are the learning lessons from Trudy and Art story except for .....
We always have a choice about how to see and treat people
We need to treat people exactly the same
Inner Trudy is that negative thinking voice that always complains
Inner Art puts people first, tries to see life in a different perspective
These are the 3 steps to deliver bad news, except for...
Offer Supports at the best possible way
Give a Free Kick
Allow them to hurt & share their emotions
BAM
We were supposed to balance between corrective feedback & (a) compliment
Which one of these below are not the part of the SMITH feedback method?
Say Sorry
Free Kick
No Go
BAM
Which statement below that we focus on asking discovery questions and empower our Heartist to find solution (Your Brain)?
Someone is new on the job
A new F&B attendant who previously was a FO Reception
An ALL Star who was performing consistently last year but has not been achieving results the past 3 months
an experienced FBM who has never worked at Accor before, will be appointed as new ALL Star
Which of these steps are not part of the Puppy Test?
Call your General Manager
Show your shock
Maintain eye contact
Silent and while waiting go back to process, provide what the guest need
What is our way of being to make our guest Feel Welcome?
Loving
Being There
Spotlighting
Cherishing
Which one of these below is not part of our Heartist Optimal Employee Experience?
Feel Valued
Feel Free
Feel Sparked
I Belong
