Teachable Moments

Teachable Moment: Communication and Timeliness

September 29th, 2016

SCENARIO Travelers sit at their gate at the airport waiting to board their plane. At the scheduled time of boarding, it is announced ...

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Teachable Moment: Seeking Directions

September 22nd, 2016

SCENARIO Two ladies dressed in golf attire approach the clubhouse near the edge of the course. Although they are dressed for the part, ...

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Teachable Moment: Shy Customer

September 15th, 2016

SCENARIO A prospective college student and her family visit a school, one of a long list. The family goes on a tour of the school and has ...

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Teachable Moment: Cleanliness

September 8th, 2016

SCENARIO A hotel guest, Mr. Smith, approaches the front desk ready to check in. Mr. Smith has a pleasant check-in experience; the agent is ...

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Teachable Moment: “Calm Down”

August 25th, 2016

SCENARIO A grandmother was flying home to see her daughter and grandkids for a long weekend. She left early for the airport, but hit ...

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Teachable Moment: Cold Plate

August 18th, 2016

SCENARIO A man and a woman were having a nice dinner at a restaurant, when the woman received an important phone call. The woman stepped ...

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Teachable Moment: “Shushed”

August 11th, 2016

SCENARIO A department was having a brainstorming meeting. Colleagues were sharing ideas and asking questions. An employee was answering a ...

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Teachable Moment: Warm and Sincere Greeting

August 4th, 2016

SCENARIO A business traveler arrives at an airport lounge and is buzzed into the large reception area. Behind the huge front desk, the ...

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