Essay Questions 5*5 (25 marks )

1. Identify, from a consumer’s perspective, why service is important.

2. Define emotional labor and contact overload syndrome.
3. Give 4 examples of ways in which we communicate non-verbally. Consider
how body language habits may differ when communicating with: customers,
co-workers, bosses, and CEOs.
4. What role does technology play in time management for hospitality managers?
Give three reasons.
5. Discuss three common psychological reactions to stressful situations. Be sure
to include one trigger and one symptom of each.