The art historian Gustav Friedrich Waagen on how to teach so people learn: "First delight, then instruct."

If you wanted to teach magic, you would want to start with a magic trick. Not any magic trick, a trick that may seem simple to someone who does not want to learn magic, but to the eager student, that trick should be awesome, awe-inspiring. It sets the tone for what's coming.

Having delighted someone, you have their heart's attention, not just the mind.

Why is this relevant to Hospitality & Service Industries

• The concept of inseparability in service means that one cannot separate the production of service from the consumption of it.

• Front Line staff training is therefore critical for any exceptional service design and delivery.

• This insight will help you create better training programs for your teams.

• This can be particularly useful for managers that work with skill-oriented workers. You may find that you need to correct them, instruct them in the middle of their work and sometimes in front of their peers. This advice could do wonders for you.

Actionable Insights

Find something to say, do, show, tell, share that will delight them, then when you have their attention, instruct them.

Real-World Example

• Want to teach your team about welcoming guests? Don't start with a PowerPoint presentation in a dark room. Welcome them into the training room like you would welcome a guest!

Want to make this WOW?

• Give them a welcome drink or a treat! Or

• Welcome them in the local language Or

• Welcome them in their native language

As always, do share your implementation of this insight with us.

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