Hospitality Supervisor Certificate

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"a Ha!" Moment


2223
About this Activity
"a ha!" Moments have been designed to inspire students to cultivate what we call an Amazing Hospitality Attitude. They are short motivational videos that further enhances each soft skill allowing them to see the difference they can make by implementing what they have learned in this course. They are a favorite with our AHA World Campus students.
Elephant and the Rope
The Lesson

The Elephant and the Rope reminds us that employees, like the elephant, often hold themselves back because of old experiences, self-doubt, or negative feedback. A task-focused supervisor may accept these limits at face value, but a people-focused supervisor uses soft skills to help team members break free.
  • Empathy: They listen carefully to understand the fears or doubts behind an employee’s hesitation.
  • Encouragement: They highlight strengths and remind employees of past successes to rebuild confidence.
  • Communication: They use positive, supportive language to frame challenges as opportunities.
  • Trust-building: They gradually give responsibility in a safe environment, showing belief in their employees’ potential.
  • Coaching mindset: Instead of labeling employees by what they can’t do, they guide them toward discovering what they can achieve.
By applying these soft skills, supervisors shift the focus from simply getting tasks done to growing people. This not only unlocks hidden talent but also strengthens loyalty, engagement, and team performance.  
 

When was the last time you noticed an employee holding back because of self-doubt? How could you use empathy to better understand what’s behind their hesitation?


What are some specific ways you can use encouragement to help an employee replace an old limiting belief with a new sense of confidence?


How could you show employees that you believe in their potential? What’s one thing you could do differently to build more trust in their abilities?


Course Facilitator

Katie Huffstetler
Director of Student Development




Course Monitor and Coach