Course description

Guests differ in language, pace and the way they understand information. This course, based on the Dyafa Hotels & Resorts training deck, teaches hotel colleagues to adjust how they deliver a message so every guest feels comfortable and understands quickly.

You will learn to observe communication cues and confirm preferences, adapt five elements of your communication, handle fast and calm speakers, set the right volume and tone, and apply the right style to hurried, detail-focused, angry or non-native-speaking guests, all without imitating anyone or changing the facts.

What will i learn?

• Explain why a flexible style reduces misunderstanding and builds comfort
• Observe a guest's communication cues and confirm their preference
• Adapt language, pace, volume, tone and detail without mimicking
• Apply the right approach to hurried, detailed, angry or non-native guests
• Improve your own style through observation, practice and self-check

Frequently asked question