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 for you to find your own way with your own personality and unique style.

The old adage: “A picture says 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. The above questions are examples of considerations that can help in learning about guests before any conversation has even begun. 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 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, use 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, what happens next will be decided by the way the instructor listens to and responds to the answers that guests give.

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.

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 ski lesson.