Last Updated31 May 2022

Effective Communication explores the building of relationships and interacting with guests, a variety of different styles in which you can teach your students, and some important considerations for the feedback process. We will also look at the more advanced technique of question-based learning.

Building Relationships & Interacting with Guests

The very nature of a relationship is something born from a natural, genuine connection between two or more people. There is no blueprint or set of instructions that will somehow fabricate a relationship between you and your guests. Therein lies the opportunity to find your own way with your own personality and unique style.

Manaakitanga

In Te Reo Māori, the concept of Manaakitanga expresses how communities care about each other’s wellbeing, nurture relationships, and engage with one another. We can embody this concept into how we build relationships with our guests by raising everyone’s mana, focusing on respect, kindness and support.

The old adage: “A picture is worth a thousand words”, can be a powerful guidance tool when meeting guests for the first time.

Take a moment to observe guests as they are approaching the meeting area. With guests that are smiling, looking around and chatting amongst themselves, the instructor may be able to feed off their upbeat vibe and build on that through a quick, lively introduction. With guests that are running late to meet the group, trying to put gloves and their helmet on as they are approaching or looking concerned with their new environment, the instructor may need to address components of Maslow’s Hierarchy of Needs before asking anything else of them and continuing the lesson.

Once physically with the group, it is natural for the instructor to offer their name and begin asking questions to get to know the guests. When asking questions we need to be aware that people may have a different opinion of acceptable questions to ask in social scenarios. Avoid invasive questions as some guests might not be comfortable to reveal themselves to the instructor or group. To begin with, start with simple questions that provide an environment for dialogue, such as: “Where are you from?” or “Do you have any other hobbies and interests?”

Now that conversation has begun, this is where we can strengthen and build the relationship or it can plateau. What happens next will be decided by the way the instructor listens to and responds to the answers that guests give.

Hot Tip

Challenge yourself to read your guests as they are arriving so you can decide on an appropriate way to open up your conversation with them. Do they look apprehensive and nervous? Do they look distracted? Are they smiling? Are they walking towards you with their head down? Are they noticeably shaking or shivering? Are they rushing to the meeting area? Were they already there when you arrived? Are they watching other snowboarders on the mountain? Are they looking towards the kids’ meeting area? Are they fascinated with the snow? Are they alone or with others?

The Importance of Listening

This ability to listen to guests is where the door to effective communication and building a relationship further opens. It’s a simple idea and is one that is often underestimated. By definition, to listen is: to give one’s attention to a sound, take notice of and act on what someone says, respond to advice or a request, make an effort to hear something, be alert and ready to hear something.

In order to listen, we must be present and in the moment. It requires us to be attentive, focused and exerting effort. In some circumstances it requires a response. It can be all too easy to let these responses fade away, only to have to ask the same question again or even worse let the answer slip by with no acknowledgement.

Quite simply, if you aren’t going to listen to the response then why ask a question?

Focusing whilst listening allows us to chat with guests using their first names, introduce guests from the same countries or cities to each other and create links between those that share commonalitiess such as hobbies and interests, expectations for the lesson and where to get the best pizza and après in town.

In the early stages of the relationship it’s easy to discover superficial facts about guests with simple questions; however, this is only scratching the surface. Consider how to ensure the relationship is sustained and continues to develop throughout the lesson. This is where it’s key to remember that, for our guests, it may not be all about snowboarding. In their opinion, there may be a whole lot more to life than just snowboarding.

In many cases the strength of a relationship is amplified through the act of sharing. In a snowboard lesson, guests have entered our world to learn about our passion. It’s likely that once they have settled into the lesson and are feeling more comfortable they will begin to open up and reveal more about themselves. Why not reach out and learn more about their world and their passions? By choosing to explore more of their world, we can take a genuine interest in their life.

Example

Asking good questions:
“What do you do for a living?”
“How did you get involved with that?”
“What do you enjoy the most about your line of work?"

Delving deeper:
“You mentioned travelling through South America. When I get to visit, what’s the one thing I should do over there?”
“What’s the best time of year to do this?”

It takes time to craft interpersonal skills. Enjoy talking with guests and exploring new avenues through which a connection can be made. This offers opportunities to enhance the experience and build lasting relationships that can extend far beyond just one snowboard lesson.

Example

You are teaching a mechanical engineer who designs roller coasters for a living, an avid photographer who documents indigenous tribes in South America and a professional concert musician who has played in the Sydney Opera House. If you only allow your guests into your world, the stories and experiences you might miss out on are unimaginable. Give yourself a chance to learn something new with every guest you meet.

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