The Road to distinctively good Hospitality and substantially more involvement

Givability®, the art of giving is a strong and, more importantly, pleasant way to interact with your client, guest, visitor, patient, and colleague. It stems from the action that you can take, time and time again. Givability® means setting your internal switch to the principle of giving, and devoting your undivided attention to ‘clients’ and colleagues and make them feel incredibly welcome to your organisation.

The 7 principles of Givability® are an amazing tool that allow people to bring their best self forward, and flourish. They are more engaged and actively contribute to the development of your organisation. Working on and from Givability® leads to a hospitable culture within your organisation. It ensures that people are there for each other, and help one another wherever possible. Where everyone accepts his or her responsibilities, and where cooperation is an active process. 

We are happy to explain you how.

Givers and takers

In general terms, the world can be divided into ‘givers’ and ‘takers’. True givers are those who give without expecting something in return. It could be anything, they will give you what you need.
True takers on the other hand are those who only mobilise when they have something to gain. The majority of people, however, aren’t 100% givers or takers, but find themselves somewhere in the middle. They will give, but do expect something in return sooner or later.

Givability® is about giving without expecting anything in return. This will result in you gaining much more in return, just not from everyone. To accept this is a choice that you have to consciously make.

Setting your internal ‘switch’ to giving

Imagine you have an internal switch that you can flick to ‘giving’ or ‘taking’. Givability® means setting your internal switch to the principle of giving, and devoting your undivided attention to clients, guests, patients, visitors and colleagues. The most important aspect is that you give without expecting the courtesy to be returned.

The law of reciprocity states that when you do something for another individual, they feel ‘obligated’ to do something in return – quid pro quo. Therefore, when you give you will usually receive something in return, oftentimes much more. This is especially true when your actions are genuine; the person will also want to do something for you in future.

You can give to your clients, guests, patients but also to your colleagues, partner, parents, friends – everyone in your life.
So set your internal ‘switch’ clearly towards giving and start being a true giver!

The 7 principles of Givability®

  1. TAKE THE INITIATIVE, ALWAYS!
  2. RECEIVE GENEROUSLY.
  3. MAKE REAL CONNECTIONS.
  4. ALWAYS FOLLOW THE PRINCIPLE OF ‘HELPING’.
  5. ACT WITH AN OPEN HEART AND MIND.
  6. TAKE RESPONSIBILITY.
  7. CREATE FUN!

Take the initiative, always!

How often do we let the client, guest or patient take initiative? When we look at people within organisations, we often see hesitant behaviour. True giving means being the one to take the first step – and the best part is that you can learn how to do this.

Feeling welcome stems from attention. By taking initiative in giving attention and assistance, you extend the ultimate feeling of welcome to another person. That is precisely what we aim to achieve; we want people to feel comfortable within our organisation and share their positive experience with others.

Givability® means taking action instead of hesitating. This starts with the first greeting – if the client extends the first greeting, you are already too late.

Wouldn’t it be wonderful if you; as a client, guest or patient, no longer need to search for answers but rather have these presented to you? Where can you take initiative?

Receive generously

The meaning of hospitality is ‘generosity in welcoming people.’ Generosity represents being ‘heartfelt’ and ‘unsparing’. Giving means that you are unsparing in the attention that you direct towards others. By being generous and warm at every meeting, you give the other the feeling that you appreciate their presence. Receiving generously is not just limited to the act of welcoming alone. It is the start of a process that involves constant sincere attention.

It works exactly the same with colleagues. It’s partly the way you lead, and the way you guide your team. The way you meet and greet your colleagues or employees determines the extent to which they feel welcome in your team or in the organisation.

Make real connections

We rarely make a real connection when assisting clients. We generally keep to the surface. When you succeed in establishing real connections, your relationship with the other person deepens.

When analysing client dialogues, it becomes apparent that we often limit ourselves to ‘closed questions’, and continue to receive short answers from them. Another aspect is that clients rarely provide sufficient information, and we also often fail to ask enough follow-up questions to get a complete understanding of the situation. The result is that we tailor our assistance on the basis of incomplete information, not meeting the exact wishes or needs of our clients. Only when we are genuinely interested, can we really provide an optimum level of assistance, by asking the right questions to which we are seeking answers, probing deeper, actively listening, and making a deeper connection. It is only then that we can really understand the motives and needs of the other person.

Always follow the Principle of ‘Helping’

Doing the thing that others actually need you to do is what the Principle of ‘Helping’ is all about. To achieve this, you’ll need to connect with others in the manner described previously. Helping always requires a personal approach. Each individual is unique and has their own wishes, needs, and expectations. It’s up to you to uncover these wishes and fulfil them, preferably going above and beyond in order to exceed expectations.

The more prepared you are to map out someone’s needs, the better you will be able to truly help them. This doesn’t mean filling in the blanks for someone but rather aligning your actions to their unique needs, and wishes. In other words, not treating others as you wish to be treated, but rather, treating others as they wish to be treated.

Act with an open heart and mind

We often quickly pass judgement when we see someone or see someone doing something in a given situation. Most people also have preconceptions about others such as people from a specific background, age group or education – preconceptions that often prove to be incorrect after looking a bit further.

Givability® means setting your switch to giving and no room will be left for judgements or preconceptions. You engage others openly, regardless of who it is, and get to know them with an open mind. In other words, act with an open heart and mind. When you embrace Givability®, your judgements will come less quickly and you’ll leave your preconceptions at the door. When a colleague tells you something about a client or another colleague, it will have no influence on the way you interact and perceive that client or colleague. Easier said than done; judgements are formed with very little active thought.

Take responsibility

Givability® means looking beyond your own world. You see the whole picture and take responsibility, including things that don’t necessarily fall under your responsibility. Taking responsibility means taking initiative and showing leadership, even when you aren’t the official leader. Feeling responsible for people and situations leads you to do what is needed in that moment. This means daring to push boundaries, and to stick your neck out if necessary. This becomes more achievable, and easy to do if it is widely supported and encouraged by the management.

Taking responsibility means that you not only observe and have an opinion about it, but that you take initiative and show leadership, even when you are not the official ‘leader’. For example calling the client one last time to share a bit of advice, lending a helping hand to colleagues in various tasks, offering assistance when you see someone struggling. Every day there maybe many occasions where you may see colleagues burdened with responsibility, and you are ready to share and accept that responsibility. Show Leadership and take action!

Create fun!

The best part of setting your internal switch to the principle of ‘giving’ is that you get to (and must!) create fun. Creating fun leads to having fun. Creating fun is the process of completing an action toward another person, it is an act of doing something, a verb.

You can create fun with your colleagues, if any, but this is especially valuable toward your clients. How exactly can you do this without becoming the office clown? To start with, don’t take things too seriously or literally. If you are confident and relaxed you will be able to communicate things in the way you want to, in your own style.

Having fun with your customers and colleagues means making them feel that you’re happy doing your work and welcoming them; and this can be achieved in every workplace. A pleasant atmosphere creates significantly more fun whilst doing one’s job, and involvement. Feel free to create as many fun moments as you can, enjoy smiling/laughing, and have fun with your clients and colleagues. Colour your work!

Givability® in your organization?

We are happy to train your team in Givability®, the art of Giving in any country in the World. To help you finding the best possible training program we give you some suggestions:

Colour your world, colour your work!