Page 13 - IHG Global Etiquette_Compendium_S7_flipbook

GLOBAL ETIQUETTE COMPENDIUM

10 MINUTE
S
B
R G
I E F I N
3. SHARE INSIDER WISDOM

MATERIALS

A4 Card – Share Insider Wisdom Guest outcome card, Example (Hyperlinks within the eBook for
with description cards, Blank example cards easy download)

Recap, Reflect and Recognise

Start this session by saying that we will be Start by a general recognition – acknowledging
examining the second set of behaviours as part of everyone’s efforts and progress.
Global Etiquette.
Then positively recognise people from your team.
Then ask the group what they remember about the Be specific about your recognition.
previous set of behaviours.
Finally, if you have observed some examples of
Next, (and most importantly) recognise what “Demonstrate Worldly Understanding” not being
you have observed in terms of people bringing delivered as well as it could be, reframe these as top
“DEMONSTRATE WORLDLY UNDERSTANDING” tips on what to do better or differently. Don’t refer
to life. to individuals during this part but rather to the
group.

Introduce and Explain Share Insider Wisdom

Now you are ready to move onto the next set of even about knowing the top restaurants. It’s not
behaviours. In this case, it is SHARE INSIDER about things that our guests can easily find out
WISDOM themselves in a guidebook. It’s about the things
that only we know – maybe even things that have
Show the A4 card with the words SHARE INSIDER been passed through our family. It’s about our
WISDOM
knowledge, our wisdom, that we have gained by
The key word to bring out with this definition is the living in this location.
idea of “INSIDER”.
Summarise this conversation by introducing the
Start by asking the group what “INSIDER” means. description for this behaviour. This should be
printed on the other side of your A4 card
Link the idea of “INSIDER” with “IN THE KNOW”
which groups are likely to be more familiar with. We are “in the know”. We proactively share our gems of
wisdom – our inside knowledge about our destination and
It is important to draw out that having “insider culture – so our guests have a richer experience during
knowledge” or being “in the know” is not just about their stay.
knowing the top sights in your local area. It’s not

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