The NEW Visitor Experience Needs: Empathy in Recovery Situations

The NEW Visitor Experience: Empathy in Recovery Situations

Time: Wednesday, 9:45 am - 10:45 am

Location: Regency C (2nd Floor)

Presented by:

Phil Bruno, Chief Experience Officer, Treat ‘Em Right

To manage a sometimes edgy environment, we need empathy and patience skills. In spite of alerts and warnings about the pandemic, people have nonetheless decided to spend time at attractions, and in large numbers, visiting and recreating at public lands. Because stress and anxiety are sometimes high in the current climate, empathy and patience skills, as always, are a part of “recovery” lessons. Join Phil Bruno, who has more than 40 years in the tourism and hospitality industry, for an interactive train-the-trainer style session as he examines actual case studies, including health-related scenarios, involving distressed visitors.