Psychology and ELT – Peak Moments

This is the $ 1 m Q: Should we focus our time, efforts and resources on fixing things or on creating peak moments (for our customers, employees, students)? Well, let us look at a concrete example. Imagine you are the proud owner of a hotel (say ‘Fawlty Towers’). How can you improve the service you provide? You might say ‘OK – I’m in the accommodation business, serving people. I can try to provide larger, cleaner rooms, faster, more efficient service, a larger range of sport and other facilities etc.’ Now watch the great Dan Heath telling us about the ‘Magic Castle Hotel’, rated (…wait for it…) Number 2 in LA! [And this is the take away: Let us try to create Peak Moments for our students. We are not in the language learning business – teaching people; we are in the people business – teaching languages. ]

[NB: I do not own the copyright to this video clip. I have uploaded it here for educational purposes].

#Psychology #ELT #Peak #Moments

Leave a Reply

Your email address will not be published.