masterclass guide
Dr. Alexandra Budjanovcanin
Programme Director, Professional and Executive Education Deputy Director, Public Policy and Management MSc
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This session shows how emotionally intelligent leaders can harness AI while keeping hospitality human. Participants will explore the roles of people and technology, learn strategies to stay human-centred, and see how emotional intelligence helps balance AI’s risks and opportunities. Leaders will gain tools to drive innovation, purpose, guest experience, and workforce wellbeing.
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Explain the distinct roles of humans and AI in hospitality leadership, and why emotional intelligence provides a competitive edge.
Identify practical ways leaders can stay human-centred while adopting AI, particularly in building trust and communication.
Discuss opportunities and risks of AI integration through the lens of emotionally intelligent leadership, considering implications for people and service in this context.
Empathy Meets AI: The Human Advantage in the Age of Artificial Intelligence
Dr. Gillian Brooks
Associate Dean, Executive Education Programme Director, Executive MBA
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This session explores the science of priming—how subtle cues shape perception, influence decisions, and drive consumer behavior. Participants will see how brands use priming to build trust and appeal, learn practical applications, and examine the ethical boundaries of these techniques in today’s transparent marketing landscape.
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Recognise how priming influences consumer behaviour and decision-making.
Analyse real-world marketing examples that use priming effectively.
Apply ethical priming techniques to enhance brand influence and trust.
Primed to Persuade: The Hidden Switch Behind Powerful Marketing Influence
Dr. Robyn
Klingler-Vidra
Vice Dean, Global Engagement
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This session examines the true value of corporate innovation, exploring its aims, tools, and measurement. Leaders will learn how to leverage external ideas through methods like accelerators, contests, and corporate VC, while applying clear KPIs and data-driven evaluation. Practical exercises will help participants assess and strengthen their own innovation practices.
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Analyse the strategic aims of corporate innovation to explain why and when organisations leverage external ideas and resources.
Apply knowledge of open-innovation mechanisms (e.g., accelerators, contests, corporate VC funds) to evaluate which tools align best with different strategic objectives.
Evaluate organisational practices by developing measurement frameworks (objectives, KPIs, data systems) and critically assessing the strategic value of open innovation in participants’ own contexts.
Leading without Borders: Influence Strategies that Win in Global and Complex Markets
Dr. Mladen Adamovic
Reader in Leadership & Global Management
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This session helps leaders in the luxury hospitality and events industry sharpen the behaviours and values that drive exceptional team performance and guest experience. Through interactive discussions and practical exercises, participants will leave with actionable insights to become better leaders and to inspire their teams.
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Recognise the core characteristics that distinguish effective leaders and compare them with their own.
Understand evidence-based leadership behaviours that build trust, energise teams, and sustain high performance under pressure.
Clarify their personal values and understand how value-based leadership can improve performance.
High-Performing Behaviours that Inspire, Align and Deliver Results
Dr. Dana Minbaeva
Professor of Strategic Human Capital
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This session explores how leaders can navigate complexity through influence, bold decision-making, and strategic storytelling. Participants will learn to apply both-and thinking, manage competing demands, and use narrative to inspire, align, and transform their organisations.
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Identify key tensions of leading in complexity and reflect on how both-and thinking can help navigate these challenges.
Explore how visionary leaders approach decision-making in uncertainty and reflect on the implications for their own leadership practice.
Understand the importance of strategic narrative in mobilising people, aligning stakeholders, and shaping the organisation’s future.
Strategic Influence: How Visionary Leaders Think, Decide, and Shape the Future
Dr. Gillian Brooks
Associate Dean, Executive Education Programme Director, Executive MBA
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This workshop helps leaders bridge generational divides by adapting to diverse values, communication styles, and expectations. Participants will learn to tailor their approach, foster collaboration, and unlock the potential of multigenerational teams through empathy, adaptability, and inclusive leadership.
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Understand key generational values and workplace expectations from Baby Boomers to Gen Z to build empathy and effective communication strategies.
Apply adaptive leadership techniques to flex leadership styles and influence diverse generational teams effectively.
Develop inclusive empowerment strategies that leverage the strengths of each generation to enhance team collaboration and performance.