EFF Broad Areas of Responsibility: Do the Work Work with Others Work within the Big Picture Plan and Direct Personal and Professional Growth
Models for Curriculum Development Start from descriptions of skills to be learned Start from where the students are Do both
Employer Expectations Taking Initiative Being Professional Going “above and beyond” when providing customer service
Students’ Realities: “What the students taught us.” Students felt invisible, looked down upon, unimportant. The work itself is exceptionally hard. Students felt unappreciated by customers and supervisors.
Hotel T.E.A.C.H. Student Demographics 59% of class was age 45 or older. A majority of the students were professionals in their home countries. Most had been in their “back of the house” positions for 10+ years with no advancement.
Internal Barriers to Success Embarrassment at their low English proficiency Overwhelmed with their language limitations Felt incompetent and inarticulate
“The counseling roots of career counseling” Allows students to express themselves in a safe, supportive, and non-judgmental environment Helps students identify non-helpful behavior patterns Students learn and develop appropriate coping skills Students identify goals that are important to them
“Emotional Intelligence” as a Promising Approach Recognize and monitor our own feelings (Self-awareness) Recognize the feeling of others Self-Management: Capacity for effectively managing one’s motives and regulating one’s behavior. Also allows one to manage responses to both one’s own emotions and those of others.
Teaching Emotional Intelligence Reflect and Analyze current behavior and attitudes Develop alternative approaches to their behavior and identify ways to improve Use rubrics, case studies & role-plays Extension activities and Journaling
Evaluation Findings Participants and Supervisors High level of satisfaction. Most demonstrated greater confidence and ease in common customer service situations.
Students reported: They learned “to work with anger and stress”, were better able to interact with others in a “professional way”, and had become “less emotional” both at work and outside work.
Lessons Learned Curriculum development that is both “outside in” and “inside out” Focus on both language and behavior as well as beliefs
Rethink traditional models of “career counseling” Emotional Intelligence and Social Intelligence skills can, and need to be, taught