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The ability to listen and comprehend the intrinsic meaning behind the words people are saying is an important skill for those in the hospitality industry. The author provides some prescriptions for "winning friends and influencing people.”
Dessler, Gary S.
"Interpersonal Techniques Boost your "Hospitality Batting Average","
2, Article 3.
Available at: http://digitalcommons.fiu.edu/hospitalityreview/vol1/iss2/3