True well-being is rooted in the experience of feeling accepted, loved and validated without expectation— something anyone can offer.
offering your full attention. Move your body language completely toward your subject, make eye contact and listen without interrupting. l What to say:“ Take your time. I am happy to listen. How can I help?”
2. NON-JUDGMENTAL ACCEPTANCE l Healing power: Creates space for authenticity and self-compassion. l Action: Let them feel okay just as they are, no matter what they bring into the room. Respond with warmth, not advice or correction, even if you disagree. l What to say:“ Hmm / Yes / Wow, listening to your experience, that makes so much sense.”
3. EMPATHETIC UNDERSTANDING l Healing power: Helps others feel emotionally met and less alone. l Action: Many spa guests have busy lives in which they feel everyone wants something from them. Empathy is not about solving their problem— it’ s about making them feel heard. Mirror their emotion gently and validate their experience. l What to say:“ That sounds overwhelming / frustrating / disappointing. How did you feel?” l
you can ask about their spa experience so far. Ask open questions— ones that cannot be answered with one word— with a gentle tone and sincere interest. What to say:“ How has the day been for you? Do you have a favorite moment yet?” or“ I can see the relaxation in your face; what services did you try today?”
Healing presence doesn’ t require special training— just intention, awareness and heart. Find the place inside you that cares for others and wants the best for them. Feeling safe and cared for will transform a routine interaction into a moment of connection, leaving guests with an emotional memory that will bring them back. In spa and hospitality work, your presence can be a healing gift— one you can give to guests, coworkers and even supervisors. n
True well-being is rooted in the experience of feeling accepted, loved and validated without expectation— something anyone can offer.
4. GROUNDED CALM l Healing power: Regulates nervous systems and diffuses tension. l Action: Calm is contagious. When you remain grounded in stressful or emotional moments, you help others feel safe and supported. Learn centering techniques and make it your business to connect from a place of calm. Breathe slowly, speak gently and remain steady when emotions rise. l What to say:“ It’ s okay. We don’ t have to rush. I’ m here with you.” or“ I am glad you wanted to share this.”
5. RESPECTFUL CURIOSITY l Healing power: Invites Self-exploration and dignity. l Action: Asking open-hearted questions with genuine interest lets people know their story and experience matter. It invites conversation and builds trust. In spa settings, avoid topics like politics, work or religion, but
DR. JONATHAN ELLERBY provides custom support and leadership programs to facilitate balancing accountability with the powerful tools of emotional intelligence, psychological safety, mindfulness and well-being. | jonathanellerby. com
MAY 2025 n PULSE 51