Welcome to INNsider Tips.

In today’s INNsider Tip, I will talk about Emotions On The Job.

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Before I start I want to urge you to visit KeystoneHPD.com, our home page and watch the short video. If you stay to the end, you will qualify for a free bonus that will help grow your property’s business.

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Make sure you visit keystonehpd.com.

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Being friends with your employees is great, letting them know they can talk to you at any time is very important but what is also very important is that you’re the boss. You are running a business, this is your livelihood; you have to be professional.  

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With any independent operation and different personalities, this can be really difficult.

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If an employee, for some reason is not happy and starts making negative conversations personal, there is a good chance you are going to feel irritated. This is the time to stop, take a step back, calm yourself down, don’t be emotional, but instead professional.

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When responding, don’t make it personal. Ask your employee to present their case in a clear, concise way and you listen.

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Don’t say anything until they are finished. 

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When they’re finished, repeat their concerns to make sure it is clear. If they start to interrupt you, you can say “I’m sorry, I thought you’re finished” and then don’t say anything.  

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It is very difficult to have an argument if only one person is talking.

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Once the problem is clear, offer solutions if you have them. If not, ask them what they would suggest.

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If you remain calm and professional, most problems will quickly find an agreeable solution.

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I mentioned when listening to a complaint or a discussion it is important for you to listen. Listening, sometimes is not that easy. To be a good listener actually takes practice.

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So how can you improve?

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Challenge yourself!

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Whenever you’re listing to a conversation, pretend there’s a test at the end and you will have to list the three most important items in that conversation.

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It is not as easy as you would think. 

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With practice and little time, it will soon become second nature.

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Another way to know what you heard is to repeat what the person said.

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This is good for both memory and clarification.

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That is it for today’s INNsider Tip.

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That’s today’s INNsider tips.

Until next time, have a fun day.