LISTENING SKILLS:

HOUSEKEEPING

By Denise Cuenca, Katie

Gale, Kansas Witherspoon,
and
Jessica Rachel Lopez

PACKAGES
Premium
Package

Elite Package

Standard
Package

Instruction Sheet

Instruction Sheet

Instruction Sheet

Lectures and Quizzes

Lectures and Quizzes

Lectures and Quizzes

Sorted by Key themes and

Points

Sorted by Key themes and

Points

Sorted by Key themes and

Points

Discussion Prompts

Discussion Prompts

Recognition Material

Recognition Material

Promotional Material

$89.95

$78.95

$59.95

INSTRUCTION SHEET
Business: REEGATE Hotel
Middle Class

Target Audience: House Keeping Staff

Situation: A pattern of dissatisfaction from the clients of REGATE Hotel

with Housekeeping.
Number #1: Miscommunication

Itinerary: 2 Days X 3 Hours = Total 6 Hours

ITINERARY
Itinerary
Day 1: Problems and Solutions in Listening
7:30 a.m. - 7:45 a.m.

Brief Introduction:

Plan
Goals
Separate into groups
o 3 Rooms
o 6 Groups in each room

7:45 a.m. 8:15 a.m.

Icebreaker:

8:15 a.m. 8:30 a.m.

PowerPoint Lecture on 1st Concept:

8:30 a.m. 8:45 a.m.

Discussion on 1st Concept

8:45 a.m. - 9:00 a.m.

Toilet paper race

Problems in Listening

Examples
Q&A

Preparation time for Skit

Groups work together to prepare 5 min skits on three of the problems

given in lecture.

9:00 a.m. 9:30 a.m.

Skits performed

9:30 a.m. 10:00 a.m.

Break

10:00 a.m.- 10:15 a.m.

Each group showcases three problems given in lecture.

Bathroom Break
Small treats are given

PowerPoint Lecture on 2nd Concept

Solutions

10:15 a.m. 10:30 a.m. Discussion on 2nd Concept

Examples
Q&A
Apply to Skits

10:30 a.m. 10:45 a.m. Quizlet on 1st Concept

Problems in Listening

10:45 a.m.- 11:00 a.m.

Quizlet on 2nd Concept

11:00 a.m.

Dismissal

Solutions

Hand out of concepts from lectures.

LECTURES AND QUIZZES

Day #1:
1st Lecture: Problems in Listening

Internal Elements that affect listening

Environmental Elements that affect listening
Interactional Elements that affect listening
QUIZ

2nd Lecture: Solutions

Listening Habits to avoid
Positive Steps to Better Listening
QUIZ

Day #2:
1st Lecture: Active Listening

Paying Attention
Showing your Listening
Providing Feedback
QUIZ

Video Worksheet
Response

Video Worksheet
Review of all Concepts

DISCUSSION PROMPTS *
Listening #1 Communication Problem
Problems in Listening
Internal Elements that affect listening
1. Words or other sound used by the message source must be received by ther hearer.
2. The Listener must possess a set of meaning or referents for these sounds-te words
need to make sense.

Environmental Elements that affect listening

1. Our individual learning capacity
2. The presence of Noise
3. Use or Misuse of Gate-Keepers

Interactional Elements that affect listening

1. Self-Centeredness
2. Self-Protection

Solutions
Listening Habits to Avoid
1.
2.
3.
4.
5.
6.

Stop Talking
Go to a good place
Faking attention
Inpatient; deferring disagreement
Listen for more than the facts
Bite your tongue before interrupting

Positive Steps to Better Listening

1.
2.
3.
4.
5.

Reinforce the customer with positive nonverbal and verbal cues

Solicit clarification
Minimize the number of gatekeepers
Try counter attitudinal advocacy
Take notes

CERTIFICATION MATERIAL*
CERTIFICATE of ACHIEVEMENT
THI S ACKNO WLE DG E S TH AT

[Recipient Name]
HAS SUCCE SSF ULL Y COM PLE TE D THE

LISTEING: HOUSEKEEPING COURSE

x
SIGNED ,

REEGATE Hotel
[Signatory Name], [Signatory Title]

PROMOTIONAL MATERIAL **

THANK YOU FOR

INVESTING IN YOUR HOTEL

GOOD LUCK!