Resilience and Mindful Communication
This suite of videos and resources provides you with an introduction to resilience and to mindful communication, with tools to support you in your roles and personally. They are primarily aimed at those working or volunteering front of house, and designed to be easy to pick up and put down around your duties and time available. However they are suitable and relevant to anyone who’s looking to boost their resilience and to find help in navigating challenging conversations in their roles.
Each video is approximately 15 minutes long and has subtitles enabled. There is a transcript for each one, and a resource book that provides further supporting information. We recommend watching them in the order e.g. videos 1 through to 5.
Video 1: Understanding resilience
In this video you will have an introduction to what resilience is through exploring definitions and the different dimensions of resilience. You will be encouraged to consider what resilience has looked like for you in the past and how you can define resilience for yourself. You will understand the relationship between stress and resilience in terms of your capacity and the level of challenge, what is needed to be able to build and develop resilience. Through the activities in this video and the resources you will start to understand the factors that influence or impact your personal resilience.
Video 2: Tools and strategies for personal resilience
In this video you will move on in your understanding of resilience to explore models and tools to help you identify ways in which you can build and sustain your own resilience. We will consider the five elements needed for personal resilience, and how hormones or ‘happiness chemicals’ have a role to play in this. You’ll discover a number of tools and techniques you can try in order to boost these, enable a growth mindset and strengthen your resilience factors.
Video 3: What is Mindful Communication?
In this video, you’ll be introduced to the foundations of Mindful Communication and why it matters in everyday interactions with visitors and colleagues. It explores how our thoughts, emotions, and perceptions shape the way we communicate, and how becoming more aware in the moment can transform even the most challenging conversations. You’ll gain insight into how to listen more deeply, respond rather than react, and create more meaningful, respectful connections – supporting both an enhanced visitor experience and your own sense of wellbeing at work.
Video 4: How do we use Mindful Communication?
In this video, we move from understanding Mindful Communication into how to apply it in practice. You’ll learn simple, effective techniques to help you stay present, manage your responses, and communicate with clarity and compassion in a range of situations. Through practical examples, the video shows how to navigate difficult conversations, respond to strong emotions, and balance organisational needs with empathy for visitors – enabling you to build trust, reduce conflict, and feel more confident in your day-to-day interactions.
The supporting resource book includes scenarios showing mindful communication in action within potential front of house situations.
In this video you will learn about the value of reflection and reflective practice to support resilience, make the most of your strengths and get unstuck at times of change or challenge. We will consider a model for reflection through Gibbs’ reflective cycle, supporting understanding of what reflection is, and why it can help you to move forwards. There are a range of reflective tools offered in this video, with suggestions of when each one might be helpful in your working or personal life. Some of these can also be of use when reflecting as a team, and you may wish to share them with colleagues.