2019 | ISBN: 1786398311 | English | 152 pages | PDF | 2 MB
Emotional intelligence (EI) is the capability to recognize one's own emotions and those of others. The use of emotional information guides thinking and behavior, allowing adjustment of emotions to adapt to environments. As tourism and hospitality services are produced and consumed simultaneously, with a high level of contact between employees and customers, the development of EI of employees in tourism and hospitality establishments is vital.
This book has a skills-based approach and explains how emotional intelligence can be developed in tourism and hospitality students and employees.