Positive attitude is essential for success in the tourism and hospitality industry. A positive attitude can benefit coworkers, businesses, communities, and the entire industry. It leads to increased customer satisfaction, return customers, and financial gains. Developing self-esteem, self-confidence, and making a good first impression also contribute to a positive attitude. Maintaining a positive outlook can create opportunities and help one better handle challenges in both work and life.

1. CHAPTER 1

2.  AT THE END OF THE LESSONS,
STUDENTS WILL BE ABLE TO:
 Explain the importance of positive attitude
and passion towards profession in tourism
and hospitality industry.
 Summarize how positive attitude benefits
the co-workers, business, community and
industry.
 Give examples of behaviour that shows self-
esteem and self confidence
 Discuss the impact of first impression on
customers.

7. ATtITUdE Is EVErYthINg

8. How much do you see
of an iceberg?

10. Iceberg phenomena is also applicable on
human beings….
KNOW TO
OTHERS
KNOWLEDGE
& SKILL
UNKNOWN TO OTHERS
ATTITUDE

11. SKILL=82%
kNoWLEDgE=96%
haRDwORK=98%
AttiTUDE=100%

12.  The positive character react and interact
with his or her surrounding with manner
and goodness- cara dan kebaikan
 a positive state of mind or feeling;
disposition that yield a good result
 a positive way of saying and doing in our
life which involve physical, emotional,
expression, communication and mental
 Is a result of a positive belief system
founded on positive values

14.  You can do everything, but no t all once
 You can do everything, if its important
enough for you to do
 You can do everything, but may not be the
best at everything
 You can do everything, but there will be
limitations
 You can do everything, but you’ll need help

16.  Donkey
 Good and nothing
 Useless
 Kept glamorous

17.  Seldom….
Donkey is HARDWORKING
ANIMALS AND LOYAL

18.  WE TREAT PEOPLE AND SITUATION
IN THE SAME MANNER AS WE DO
WITH DONKEY
 WE DISCOUNT THE GOOD OF THEM
 WE ONLY AT THE NEGATIVE SIDE
ANT START REACTING..ISNT IT?

20.  To increase return customer
 To attract more tourist
 To increase customer satisfaction
 To create more chance and opportunities
 To upgrade our industry more active and
popular
 To increase profit
 Can improve patient among employees

21.  To produce a quality service for a guest
 To reduce problem
 To avoid major consequences
 Makes problem solve easier
 To achieve higher standard of service
provided
 To increase number of well trained staff
 Can improve image of the industry

22.  To make customer feel comfortable and
happier
 Improve teamwork
 To attract foreign and domestic investor
 Improve customer relation
 Make the industry more familiar to the
world
 Improve product quality


25.  Make life more easier
 Can treat problem as a challenge
 Will treat failure as a lessons in life
 Easily motivated to achieve the goal
 Happier doing a work
 Have healthier body and mind
 Fell free and less stress
 Easily to get promoted

26.  Improve interpersonal relations
 Can easily gain respect from others
 Build as a creative thinker
 Can increase salary
 Can be a good leader/ manager
 Rewarding based to achievement
 Work in happy peers
 Job security

28.  Can cope during trouble
 Can developed a successful business
 More/easy to get customer
 Firmly fixed economy
 Can attract share partner/partnership/investor
 More branches can be open
 Can develop the power of believe at customer
 Can improve productivity
 Can gain more profit
 Can stabilize our business

30.  The place around us will be progressive or
develop
 Creating a community that is less
unemployment
 Can have a better life
 Family income will be increase
 Improve community skills
 Can decrease the crime rates
 Makes the community more harmonies and
peaceful

32.  To increase and improve productivity
 Many investor will be invest in the industry
 Development country easily develop
(improve economic)
 Good relation among competitors
 To increase return customer
 To attract more tourist
 To increase customer satisfaction

35. “A STABLE SENSE OF PERSONAL
WORTH OR WORTHNIESS”
-MORRIS ROSENBURG (1960s)-
- “THE EXPERIENCE OF BEING COMPETENT TO
COPE WITH THE BASIC CHALLENGES OF LIFE
AND BEING WORTHY OF HAPPINESS”
- -NATHANIEL BRANDER (1965)-

36.  Psychology to reflect a person’s overall
evaluation appraisal of his own worth
 DISPOSITION TO EXPERIENCE oneself
AS COMPETENT TO COPE WITH
CHALLENGES OF LIFE AND AS
DESERVING OF HAPPINESS
 All about the thing that we do in our life
 Can be positive self-esteem
Negative self-esteem

37. INVOLVE
INVOLVE INVOLVE
INVOLVE
 Self-esteem involve self relevant and
emotions
 Be able to say ‘yes’ and ‘no’ when be able
to

38.  Belief
- “I am competent”
 Emotions
- Triumph, despair-berputus asa, pride, shame
 Particular dimension
- “I believe i am a good son, and fell proud of
that in particular’
 Hardworking
 Dedicated person
 Always think positively

40.  A positive and realistic perception of
ourselves and our ability
 Knowledge that you can do something and do
it very well
 The difference between feeling invincible and
vulnerable
 An essential attitude which allows us to have
a positive and realistic perception of
ourselves and our abilities
 It is learned and not inherited

42.  Speak-up in public
 Optimistic thinking
 Confidence with self ability
 Assertiveness-pendesak
 Ability to handle criticism and emotional
maturity
 Ability to have self-direction in life
 Can accept any challenges
 Have personal attributes

44.  The first sight or perspective or evaluation
of the customer or people towards us at
the first time we meet
 It is based to your appearance, your body
language, your demeanor-tingkahlaku, and etc
 The perception maybe right, maybe wrong
 It has been saying that “first impression is
the last impression”.
 So why not you take the chance to impress
your guest at the very first contact.

45. IN YOUR GROUP,
DISCUSS THE
IMPORTANT AND
THE IMPACT OF
FIRST IMPRESSION.

46.  Easy to build relationship
 Easy to get trust from others
 Fell more confident
 Can take challenge
 People will feel friendly
 Guest will be like you - fell friendly
 Easy to cope with the guest – no fussy

48. In your own
understanding, write a
summary from your
learning of Chapter 1:
Positive Attitude of
Tourism Profession.