Last week, Kelley provided training to managers, supervisors and team members at the new Tom Bradley International Terminal at LAX on hospitality (warm, personal and engaging service) the importance of first impressions and how we communicate through our attitude.
This high-energy, interactive presentation was a mixture of group discussions, presentations and role-playing. Attendees learned that our attitudes are manifested through the following:
- Grooming
- Tone of voice
- Words we use
- Body language
- Facial expressions
The TBIT’s team had a great time learning all about these non-verbal forms of communication and how they can affect service provided to their passengers!
