TOUR-6-ROFESSIONAL-DEV.-LECT.pptx

ILOILO STATE COLLEGE OF FISHERIES-DINGLE CAMPUS
College Of Hospitality Management
TOUR 6
Professional Development and Applied Ethics with
Educational Tour
ENRIQUE I. SARENO, MBA
Instructor

COURSE DESCRIPTION
This course describes the skills, knowledge and performance outcomes
required to develop the ability of students to become professionals in their field
by understanding the ideas of improving one’s personality and ways on how
they are going to be valued in the business industry by means of presenting
their ideas like company meetings, professional networking, interviews and
through proposals of services considering the proper collaboration to their
associates and portraying professional business ethics. It also teaches writing
skills and emphasize in verbal communication and preparation of plans that
requires them to research career options and company potentiality and stability
to develop a strong and effective career pathway.

COURSE LEARNING OUTCOMES
At the end of the course, the student will:
1. Develop a deeper self-understanding of theories of their own personality and personality development
2. Prepare and deliver effective oral communications to individuals and to groups.
3. Develop self through personal development strategies
4. Define a leader, and describe leadership technique in tourism/hospitality setting.
5. Demonstrate guest service skills
6. Demonstrate effective interpersonal skills.
7. Appraise the connection between stress and emotions
8. Evaluate effective strategies of coping stress.
9. Use effective self-management skills
10.Provide services in a professional manner and demonstrate etiquette in various situations.
11.Develop self through personal development strategies like local tour with hotel familiarization and fine dining
experience

VISION : A premier academic institution in Southeast Asia
MISSION : To upgrade quality education, generate jobs, and alleviate
poverty through excellent academic programs
CORE VALUES : Fortitude, Integrity, Scholarship, Humanity, Excellence,
Service
GOALS : Produced managers and entrepreneurs for hospitality and
tourism industry

GRADING SYSTEM
Midterm / Final Examination 40%
Quizzes / Activities / Worksheets 30%
Outputs / Projects 20%
Oral Participation / Presentation 10%
TOTAL 100%
Midterm 50%
Final 50%
TOTAL 100%

CLASSROOM POLICY/REQUIREMENTS
• Standard Greetings (Upon Entering the classroom)
• Standard Uniform, Hairstyle, Grooming
• Standard posture while sitting and attending the
class
• Standard way of walking
• Proper norms while inside and outside the
classroom

INTRODUCTION TO PERSONALITY
What is PERSONALITY?
• Consistent behaviour patterns and intrapersonal processes
originating within the individual
• Consistent patterns of behavior
• To an extent, individual behavior is consistent across time and situation
• Intrapersonal processes
• Emotional, motivational, and cognitive processes that influence
individual's feelings and actions

Approaches to Personality
• Unconscious mind is responsible for
important differences in behavior styles
Psychoanalytic
• An individual lies along a continuum of
various personality characteristics
Trait
1 - 6

• Inherited predispositions and physiological
processes contribute to differences in personality
Biological
• Personal responsibility and feelings of self-
acceptance cause differences in personality
Humanistic
1 - 7

• Consistent behavior patterns are the result of
conditioning and expectations
Behavioral/social learning
• People process information to explain
differences in behavior
Cognitive
1 - 8

Aggression
• Psychoanalytic approach’s explanation
• People possess an unconscious desire to self-destruct
• Self-destructive impulses are expressed against others in the form of
aggression
• Aggression occurs when people are blocked from reaching their goals

Aggression
• Trait approach’s explanation
• Focusses on individual differences and the stability of aggressive
behavior
• Aggressive children are most likely to become aggressive adults
• Biological approach’s explanation
• Genetic predisposition towards aggression
• Evolutionary theory

Aggression
• Humanistic approach’s explanation
• People are basically good
• Aggression arises when something interferes with natural growth process
• Inadequate basic needs, poor self-image
• Behavioral/social approach’s explanation
• People learn to be aggressive
• Aggressive behavior that is rewarded will be repeated
1 - 11

Aggression
• Cognitive explanation
• Certain cues in the environment trigger a network of aggressive thoughts and
emotions
1 - 12

Depression
• Psychoanalytic approach’s explanation
• Depression is a result of holding unconscious feelings of anger and hostility
• Trait approach’s explanation
• Focuses on identifying depression-prone individuals
• Person’s general emotional level at present can indicate that person’s
emotions in the future
1 - 13

Depression
• Biological approach’s explanation
• Certain people inherit a genetic susceptibility to depression
• Humanistic approach’s explanation
• People frequently suffering from depression are those who have low self-
worth
1 - 14

Depression
• Behavioral/social approach’s explanation
• Depression results from a lack of positive reinforcers in a person’s life
• Cognitive approach’s explanation
• Depression depends on how people interpret their inability to control events
• Certain individuals use a depressive filter to interpret and process information
1 - 15

Assignment
Five Years from Now
How do you see yourself

Personality and Culture
• Cultural context influences an individual’s personality
• Individualistic cultures: Emphasize on individual needs and
accomplishments
• Individuals perceive themselves as independent and unique
• Includes Northern European countries and the United States
1 - 16

Personality and Culture
• Collectivist cultures: Emphasize on belonging to a larger group
• Family, tribe, or nation
• Includes Asian, African, Central American, and South American countries
• Cultural context influences interpretation of an individual's behavior
1 - 17

Study of Personality: Theory
• Genetic versus environmental influences
• Biological and trait theorists argue that psychologists fail to recognize the
significance of inherited predispositions
• Psychoanalytic theorists emphasize innate needs and unconscious behavior
patterns
• Humanistic, behavioral/social learning, and cognitive theorists rarely
emphasize inherited influences on personality
1 - 18

Figure 1.1 - Position of the Six Approaches to
Personality on Three Theory Issues
1 - 19

• Conscious versus unconscious determinants of behavior
• Psychoanalyst view asserts that much of what people do is without awareness
• Behavior perspective asserts that people assume they understand the
reasons for their actions but in reality they do not
1 - 20

• Trait and cognitive theorists assume people can identify and report their level
of social anxiety
• Humanistic theorists argue that people do not understand why they act the
way they do
1 - 21

• Free will versus determinism
• Behaviorists argue that behavior is not freely chosen but it is the result of
environmental forces and accumulated history of experiences
• Psychoanalytic theorists emphasize innate needs and unconscious
mechanisms
• Humanistic theorists identify personal choice and responsibility as the basis of
mental health
• Trait theorists and biological theorists emphasize genetic predispositions
• Cognitive psychotherapists encourage their clients to recognize the cause of
their problems and help them to develop strategies to avoid future difficulties
1 - 22

Study of Personality: Application
• Psychoanalytic therapists attend to unconscious causes of the
problem behavior
• Humanistic therapists provide the atmosphere for clients to explore
their feelings
• Cognitive therapists try to change the way their clients process
information
• Behaviorists structure the environment to increase the frequency of
desired behaviors and decrease undesired behaviors
• Personality theory and research is used by psychologists in
educational, organizational, and counseling settings
1 - 24

Study of Personality: Assessment
• Researchers use self-report inventories to measure personality
• Psychoanalytic psychologists focus on learning unconscious thoughts
• Require test takers to respond to ambiguous stimuli
• Behavioral psychologists observe behavior to determine consistent
behavior patterns
1 - 26

Study of Personality: Research
• Test principles and assumptions of certain researches are central to
the theory
• Few researches are focused on the concepts introduced by personality theory
• Psychology researchers employ several methods to uncover
information about personality
1 - 27

NATURE & TYPES OF PERSONALITY
What Is Personality?

What is Personality?
Personality describes the unique patterns of thoughts, feelings,
and behaviors that distinguish a person from others. A product
of both biology and environment, it remains fairly consistent
throughout life.

Personality Characteristics
What exactly makes up a personality? Traits and patterns of
thought and emotion play important roles.
Fundamental characteristics of personality
1. Consistency
2. Both Psychological and Physiological
3. Affects behavior and actions
4. Multiple Expressions

Fundamental characteristics of personality
1. Consistency: There is generally a recognizable order and
regularity to behaviors. Essentially, people act in the same
way or in similar ways in a variety of situations.
2. Both psychological and physiological: Personality is a
psychological construct, but research suggests that it is also
influenced by biological processes and needs.
3. Affects behaviors and actions: Personality not only
influences how we move and respond in our environment, but it
also causes us to act in certain ways.
4. Multiple expressions: Personality is displayed in more than
just behavior. It can also be seen in our thoughts, feelings,
close relationships, and other social interactions.

How Personality Develops
There are a number of theories about personality, and
different schools of thought in psychology influence
many of these theories. Some theories describe how
personalities are expressed, and others focus more on
how personality develops.

Types Personality
•Type A: Perfectionist, impatient, competitive, work-obsessed,
achievement
oriented, aggressive, stressed
•Type B: Low stress, even-tempered, flexible, creative,
adaptable to change,
patient, tendency to procrastinate
•Type C: Highly conscientious, perfectionist, struggles to
reveal emotions
(positive and negative)
•Type D: Worrying, sad, irritable, pessimistic, negative self-
talk, avoidance of

Types Personality
•ISTJ: Introverted, sensing, thinking, and judging. People with this
personality type are logical and organized; they also tend to
be judgmental.
•INFP: Introverted, intuitive, feeling, and perceiving. They tend to
be idealists and
sensitive to their feelings.
•ESTJ: Extroverted, sensing, thinking, and judging. They tend to be
assertive and
concerned with following the rules.
•ENFJ: Extroverted, intuitive, feeling, and judging. They are known
as "givers" for
being warm and loyal; they may also be overprotective.

Personality Traits
•Agreeable: Cares about others, feels empathy, enjoys helping
others
•Conscientiousness: High levels of thoughtfulness, good impulse
control, goal-directed behaviors
•Eager-to-please: Accommodating, passive, and conforming
•Extraversion: Excitability, sociability, talkativeness,
assertiveness, and high amounts of emotional expressiveness
•Introversion: Quiet, reserved
•Neuroticism: Experiences stress and dramatic shifts in mood,
feels anxious, worries about different things, gets upset
easily, struggles to bounce back after stressful events
•Openness: Very creative, open to trying new things, focuses
on tackling new challenges

The Trait Theory of Personality
1. Psychodynamic theories
Psychodynamic theories of personality are heavily
influenced by the work of Sigmund Freud and emphasize the
influence of the unconscious mind on personality.
Psychodynamic theories include Sigmund Freud’s psychosexual
stage theory and Erik Erikson’s stages of psychosocial
development.
2. Behavioral Theories
Behavioral theories suggest that personality is a result
of interaction between the individual and the environment.
Behavioral theorists study observable and measurable
behaviors, often ignoring the role of internal thoughts and
feelings. Behavioral theorists include B.F. Skinner and John
B. Watson.

3. Humanist
Humanist theories emphasize the importance of free
will and individual experience in
developing a personality. Humanist theorists
include Carl Rogers and Abraham Maslow.
Understanding your personality type can help you
determine what career you might enjoy, how well you
might perform in certain job roles, or how effective a
form of psychotherapy could be for you.
Personality type can also have an impact on your
health, including how often you visit the doctor and
how you cope with stress. Researchers have found that

Impact of Personality
Research on personality can yield fascinating
insights into how personality develops and changes over
the course of a lifetime. This research can also have
important practical applications in the real world.
Understanding your personality type can help you
determine what career you might enjoy, how well you might
perform in certain job roles, or how effective a form
of psychotherapy could be for you.2
Personality type can also have an impact on your
health, including how often you visit the doctor and how
you cope with stress. Researchers have found that certain
personality characteristics may be linked to illness and

Personality Disorders
While personality determines what you think and
how you behave, personality disorders are marked by
thoughts and behavior that are disruptive and
distressing in everyday life. Someone with a
personality disorder may have trouble recognizing
their condition because their symptoms are ingrained
in their personality.
Personality disorders include paranoid personality
disorders, schizoid personality disorder, antisocial
personality disorder, borderline personality disorder,
and narcissistic personality disorder

Common signs OF Personality Disorder:
•Aggressive behavior
•Delusional thinking
•Distrust of others
•Flat emotions (no emotional range)
•Lack of interest in relationships
•Violating others' boundaries

Why Is Personality Development Important
For Students?
“Personal development is a major time-
saver. The better you become, the less
time it takes you to achieve your goals.”
―Brian Tracy

Some Shocking Facts
● 75% of girls with low self-esteem reported engaging in
negative activities like cutting, bullying, smoking,
drinking, or disordered eating.
● Over 70% of girls age 15 to 17 avoid normal daily
activities, such as attending school, when they feel bad
about their looks.
● More than 40% of boys in middle school and high
school regularly exercise with the goal of increasing
muscle mass.
● About 20% of teens will experience depression before
they reach adulthood

Some Shocking Facts
● The Sky survey asked young people about the
pressures that undermine confidence and how
that can affect success in life.
● Of those interviewed, only 60% of girls said
they felt confident, compared to 67% of boys.
● Meanwhile, 37% of 14-17-year-olds said they
could be more confident online than in real
life.

There Arises the Need of
Personality Development

What is Personality Development?
Personality development is characterized as a procedure for
creating and improving one's personality. It encourages a
person to pick up certainty and high confidence. It is
likewise is said to positively affect one's relational abilities
and the manner in which he/she sees the world.

Aspects of Personality
1) Mental
2) Emotional
3) Social
4) Physical
5) Moral
6) Spiritual

MENTAL ASPECT
This refers to his intellectual capacity. How a person talks, the
of ideas he expresses, and the things he talks about, as well as his
and mental alertness give evidence of his mental capacity. The mental
aspects depend upon the intelligence. Also, the better the education,
better the personality.
EMOTIONAL ASPECT
• A person’s emotional makeup is shown in his likes and
whether he is aggressive or docile.
• How he responds when things become difficult, how quickly he
is given to anger, or whether he can take a job or not.

SOCIAL ASPECT
• This is seen in how well a person conducts himself with other
people and how well he observes the rules of etiquette that
govern society.
• Social attitudes and behavior are affected by physiological
conditions and changes, mental alertness, and the extent of
emotional maturity.
PHYSICAL ASPECT
Heredity and environment determine the entire physiological
system of an individual. Posture, body build and size, complexion
and facial expressions, as well as the appropriateness and
of clothes, comprise the physical appearance of a person.

MORAL ASPECT
This aspect of personality has to do with a person’s awareness of the
difference between what is wrong or right.
SPIRITUAL ASPECT
People are generally religious but they differ in what they worship and how
they worship. The spiritual aspect is the consciousness of the higher values
life. Religion expresses spiritual value.
EXTRAVERSION FOCUSES ON THE COMFORT LEVEL OF AN INDIVIDUAL IN
INTERACTION WITH OTHERS.
Assertive Outgoing Talkative
Open Timid Quiet
Reserved

GREEABLENESS
Refers to an individual behavior towards others while interacting with
them.
Good Natured Co-operative Trusting
Cold Antagonistic Distant
CONSCIENTIOUSNESS
Refers to the extent to which individuals show consistent and reliable
behavior while working in the organization.
High Responsible Dependable Organized
Persistent
Unreliable Disorganized Inconsistent

EMOTIONAL STABILITY
Refers to the ability of an individual to control his/her emotions at the
time of crises.
Calm Self-confident Secure Nervous
Depressed Insecure
OPENNESS TO EXPERIENCE MEASURES THE INDIVIDUAL’S ABILITY TO BE
OPEN TO ANY KIND OF EXPERIENCE THAT HELPS HIM/HER TO DO THE
JOB EFFECTIVELY.
More Approachable Creative Imagination
Imagination
Curiosity Uncomfortable Practical
Practical
Traditional Down-to-earth

PROFESSIONAL DEVELOPMENT
Purpose
Professional development strengthens
education delivery and increases skill-building
capacity.

What is Professional Development?
• Systematic process that strengthens how
professionals obtain and retain knowledge, skills, and
attitudes
• Consciously designed processes and activities
developed to improve organizational practices

But, wait… there’s more!
• Adult learning principles to engage learners
• Systematic process: planning, designing, marketing,
delivering, evaluating, and following up
• Events, information and presentation sessions, and
technical assistance

PROFESSIONAL DEVELOPMENT
Professional Development Means Believing in What You
Have + What You Can Build
It might be surprising for you to learn that you
already have all the tools you need. Really.

Professional Development Means Believing in What You Have & What
You Can Build
Forward movement in the workplace can be as simple as cataloging your mixture of
hard skills and your soft skills. From there, you mix them together and—voila!
Professional growth is yours! Well, maybe it’s not that easy.

HARD SKILLS SOFT SKILLS
• Communication
• Teamwork
• Problem-solving
• Time management
• Critical thinking
• Decision-making
• Organizational
• Stress management
• Adaptability
• Conflict management
• Leadership
• Creativity
• Resourcefulness
• Persuasion
• Openness to criticism
• Computer software knowledge
• Graphic design
• Data analysis
• Project management
• Marketing
• Copywriting
• Computer programming
• Foreign languages
• Search engine optimization (SEO)

• Soft skills are non-technical skills that describe how
you work and interact with others.
• Unlike hard skills, they're not necessarily something
you'll learn in a course, like data analytics or
programming. Instead, they reflect your
communication style, work ethic, and work style.

If you’re looking to put good, brooding work into your career
progression, you’ll launcher to success. We even mapped out
some professional development activities to try in order to
develop new insights, perspectives, and new approaches to
bring to your career.
Let’s talk about our own career planning—about reframing how we look at our
past experiences and how we use them to build our future.

1. Organize Your Life (Make a List)
Organization skills are paramount in any career development process.
• Keeping journals,
• list-making, and
• goal-tracking
are great ways to keep track of your development progress.
Making lists brings me great peace and solitude. When there seems to be an endless amount
of tasks on my plate, I make a list and draw a little circle next to each task. To me, nothing
is better than making a list. Well, nothing besides checking those little circles.

To advance your career, I want you to make two lists:
•What I want to achieve in the next year
•What I have already have achieved
Make your “dream list” first. What do you want in the next year?
• Do you want to speak up more in meetings?
• Do you want a raise?
• Do you want to fill in a particular skills gap? Do you want to change jobs
entirely?

The second list is composed of the things you’ve already achieved.
While constructing this list, think about how the things you have done can
feed into what you want to do—your goals.
It might seem like you don’t have the appropriate experience or skill set
to achieve a new objective.
Think of things you’ve done in the past.
•Did you manage your team at a service industry job you had in college?
•Do you organize alumni events with your college friends?

The great thing about existing skills is that they are most likely
transferable. It is usually a matter of context. Looking to make
more lists? Check out our uncommon to-do lists—and watch
your productivity soar.

2. Map Your Goals
Map out your goals at work. Maybe your goals are on a smaller scale,
like a software upgrade or the opportunity to organize better in your new
year.
Maybe your goals are quite lofty, like spearheading an entirely new
department in your startup environment or going after a big promotion.
However your goals meet your personal style, make sure to prioritize
them. It's equally important to break up your goals into smaller pieces
and celebrate your progress every step of the way

3. Keep Track of Wins
A great way to motivate yourself and recognize your true worth at work is
by tracking your wins. This is something that might not come naturally to
you.
As women, we tend to be more reserved about our accomplishments.
Instead of shouting our victories from the rooftops or hanging from the
rafters in joy, we give ourselves a sly, knowing smile and move on.

Think about keeping track of your wins on a monthly or weekly basis.
Write them down. If the wins are due to a team effort, then describe how
you were a key element of the overall success. After a while, these wins
will communicate a specific skill set, whether it’s leadership, project
management, or technical skill.
The Big Perk! When you actively keep track of your accomplishments,
you'll also find the daunting task of writing a cover letter to be much,
much easier. In fact, you might find yourself having to edit down your
expansive career experience. Y

4. Explore Losses
Just as you keep track of your wins, keep track of your losses.
Maybe your “loss” is a simple mistake you made. Maybe it’s a huge
mistake, like a missed deadline or a lost client.

5. Identify Gaps
Once you have started keeping track of your losses, you’ll inevitably
improve in some way.
Things like spelling errors and missed deadlines can be tackled with
simple organizational techniques. When in doubt, do as your most detail-
oriented friends and colleagues do.
Keep in mind that some losses might be due to a skill gap. For example,
maybe your decision-making or problem-solving skills can be improved
with a little studying.

6. Expand Your Skill Sets
If you have identified your gaps, you can then take steps to fill them with the
requisite skills. This can seem daunting (and expensive), but that’s not true!
You don’t need to accrue a monumental amount of debt by attending graduate
school.
You can likely attain the skills you need to level up by taking an online course
or certificate. Here is an extensive round-up of courses, classes, free videos,
and more that you can use to expand your skills.
Pro Tip: In any area where techniques and best practices are constantly
changing (like social media) there's likely to be an active community on the
internet. Find out where they are, follow them, and interact with what's going

7. Talk to Management
Communication with management is essential for a forward-moving career.
First of all, cut off any notion that management is scary or unapproachable.
You are a valuable part of your company, and you deserve to be seen and
heard.
If you're looking for greater responsibility, different types of tasks, or regular
feedback counseling, look to leadership as a giant untapped resource.
Establish and keep an open line of communication with management. In this
way, you might be able to get management to buy into career advancement
seminars, skill development courses, and other professional development
opportunities that might interest you.

8. Always Ask Questions
The best way to get an answer to a question is by actually asking. (Who
would have guessed?)
Use your open lines of communication to ask questions. Inquire about
specific changes, about upcoming projects, and about continued
education opportunities.
Asking questions transforms you into an engaged employee, someone
who is dedicated to learning more and progressing within her company.

9. Learn to Negotiate
Learn how to get what you want in your professional career. This will
likely involve some negotiation, which is an invaluable skill for upper
management.
Before ever asking for anything, make sure to prepare yourself with
research, numbers (if applicable), and possible positive outcomes.

10. Get Feedback
Get feedback wherever you can. If you’re not sure of something you’re working on, get
feedback. If you recently completed a project, get feedback. If you manage a team of
employees, get feedback. Get it? Feedback, get it.
Keep a constant loop of feedback open.
Some feedback items you can ask about include:
•Expected outcomes for projects (budget, amount of time, and any other data points)
•Components of a successful [YOUR JOB TITLE] as you navigate your career
•The expectation for active participation, especially when it comes to interdepartmental
work or "raising your hand" for other special assignments.
•Expected level of expertise on specific topics
Arm yourself with the knowledge of how you and your work are perceived. This
will ensure that you are always learning and growing professionally.

11. Actively Listen
We talked a good amount about how you can reach out to others.
Listening skills are crucial in the workplace. Aside from being polite (!),
listening—really listening—will clue you into things that are going on that
wouldn’t otherwise be obvious.
Listen to what management is saying about the next quarter. Listen to what
struggles your development team is having. Listen to where marketing needs
more support.
When you have a 360-degree understanding of the organization, what is
happening (and how to fix it), you’re more likely to be promoted from within.

12. Always Network
When the time comes to make a professional advancement, you’ll have
no choice but to activate your networking skills.
Utilize your friend network, too. Chances are, you have a friend of a
friend who might have some insights into your industry or desired
position.
Casual conversations, coffee meet-ups, and party conversations can
serve as a manageable means of networking.
Always find opportunities to network, even if they are more alternative
means. Even if you love your job, it’s important to forge professional
relationships and seek out mentors in your career

13. Say Yes to “Discomfort Zones”
This is something I’ve made a huge effort to do over the past few years.
How many times have you said “I can’t do that” when asked to participate
in something outside of your comfort zone? How many times have you
avoided something that terrifies you?
Consider saying yes to things you’ve previously said no to. For you, my
“discomfort zone”. At Career Contessa, as a personal challenge, I finally
had to say yes.

14. Consider Your Work-Life Balance
A key to advancing your career is not getting burnt out. Take a good look
at your work-life balance. Is the work balance you have chosen serving
you well? Can you sustain this level of work for the next five years? The
next ten years?
Alternatively, is work fulfilling enough? If you’re constantly bored at work,
it’s probably time for a transition.
Expanding your skills can be the first step to recognizing a new
professional future—maybe even one you never considered achievable
before now. Whether you are overworked or underworked,
consider redesigning your own future according to what will keep you

15. Focus on Your Wellness
Don’t make any huge professional advances without first taking yourself into
account. Gallup describes workplace wellness with these five elements:
•Purpose
•Social
•Financial
•Community
•Physical
Make sure all of these elements are in place in your career. If they aren’t (and at any
point, something will likely be out of whack), keep an eye on it.
Small ways to focus on your wellness are meditating, exercising, leaving work at the
office, and getting quality, restorative sleep.

16. Speak Positively to Yourself
This is a tough one for some of us.
How does your internal dialogue run? Do you say positive things to
yourself within your mind? Do you give yourself pats on the back,
compliment your own appearance, and give yourself credit for a job well
done?
Many of us (myself included) struggle with negative self-speak. This can
unintentionally turn you into your own worst enemy. Pay attention to your
negative voice and make an effort to reframe positively. This will be
especially useful in the most challenging times.

17. Trust Your Gut
Guess who knows the most about you? I’ll give you a hint—it’s a person
who hangs out with you constantly, who knows your every move. It’s you.
Listen to yourself. If something doesn’t feel right and that feeling lingers,
it is worth addressing. If you are unsatisfied at work, struggling with your
workload, or battling with management, listen to what your heart and
body are telling you.

18. Change What Doesn’t Work
Once you start listening to both the positive and negative aspects of your work
life, you’ll have a good grasp of what doesn’t work. Now it’s time to change it.
What you can do is address the root of the problem and make a concerted
effort to fix it. If the problem is too daunting or deeply-rooted, then you might
start looking for better opportunities.
Whenever you’re looking forward to a new opportunity, whether it’s a brand
new job or a promotion within your company, pay attention to red flags. In
moments of excitement, we often ignore warning signs of future turmoil.
One more thing. Change isn't always switching up your job. Sometimes,
change is getting a career counselor, doing some volunteer work, or starting a
creative project (like a blog or podcast) to change things up!

19. Establish a “Me First” Frame of Mind
In your life, you come first. We know, it's a tough pill to swallow for many
of us!
Whether you’re a co-worker, an employee, a daughter, a wife, a mother, a
sister, or a friend, you still come first. Establishing a “me first” mentality
will serve you both in your professional life and your personal life.
Putting yourself first and maintaining a mindful awareness of your own
well-being will set your career on track.
Someone who maintains a “me first” mentality is less likely to stay at a
dead-end job, be taken advantage of by a disrespectful boss, or overstay
at an unfulfilling job.

20. Embracing Changed Plans
Lately, we talk about resilience—a lot.
Whether it's navigating an unexpected layoff, a change at home, or a global
pandemic, resilience is necessary to continue your path—and embrace what
might happen next.
Resilience helps your mental, physical, and emotional help.
Next time your career path changes or reroutes entirely, embrace it. Sometimes,
the biggest shifts bring the most positive changes. Reframing the toughest blows
to your career as experiential learning opportunities will help you get through the

COMMINICATION SKILLS
What is Communication?
Communication is sending or receiving ideas, thoughts or
feelings from one person to one or more persons in such a way
that, the person receiving it understands it in the same way the
sender wants him/her to understand.

COMMINICATION SKILLS
• Communication is a dynamic process…
• through this process we convey a thought or
feeling to someone else.
• how it is received depends on a set of events,
stimuli, that person is exposed to.
• how you say what you say plays an important
role in communication.

WHAT MAKES A GOOD COMMUNICATOR?
• An Active Listener,
• An Effective Presenter,
• A Quick Thinker.
• A Win-Win Negotiator.

PROCESS OF COMMUNICATION
Strengths and Weaknesses
Verbal Communication:
Strength - Role of Body Language.
Weakness - Not possible to give long list of directions
Written Communication:
Strength - A proof of a communication
Weakness - Written words does not show a person’s
actual feelings.

FEEDBACK:
Feedback can be:
• Verbal Reactions and Non-Verbal Reactions.
• Positive feedback and Negative feedback.

CONTEXT:
1.Various Cultures (Corporate, International, Regional, etc),
2.Language,
3.Location or Place (Restaurant, Office, Auditorium, Room, etc).
4.Situation
The sender needs to communicate the context to the receiver for better clarity in the
communication process.

LISTENING
ACTIVE LISTENING
Few tips towards Active Listening:
• Understand your own communication style.
• Be an active listener.
• Use normal communication.
• Give Feedback

ACTIVE LISTENING
1. Understand your own communication style:
• High level of self-awareness to creating good & long lasting impression
on others.
• Understand how others perceive you.
• Avoid being CHAMELEON by changing with every personality you
meet.
• Make others comfortable by selecting appropriate behavior that suits
your personality while listening. (Ideally nodding your head).

ACTIVE LISTENING
2. Be An Active Listener:
• People speak @ 100 to 175 WPM but can listen intelligently @ 300 WPM.
• One part of human mind pays attention, so it is easy to go into mind drift.
• Listen with a purpose.
• Purpose can be to gain information, obtain directions, understand others, solve
problems, share interest, see how another person feels, show support, etc.
• If it is difficult to concentrate then repeat the speakers words in your mind.

ACTIVE LISTENING
3. Use Non-verbal Communication:
• Smile,
• Gestures,
• Eye contact,
• Your posture

ACTIVE LISTENING
4. Give Feedback
• Remember that what someone says and what we hear can be amazingly different.
• Repeat back or summarize to ensure that you understand.
• Restate what you think you heard and ask, "Have I understood you correctly?"

SIX WAYS OF USING NON-VERBAL COMMUNICATION SKILLS EFFECTIVELY
Some major areas of nonverbal behaviors to explore are:
• Eye contact
• Facial expressions
• Gestures
• Posture and body orientation
• Proximity
• Paralinguistic
• Humor

EYE CONTACT:
Eye is an direct and most expressive part of our body.
Different ways of Eye Contact
• Direct Eye Contact: (Shows confidence)
• Looking downwards (Listening carefully or Guilty)
• Single raised eyebrow (Doubting)
• Both raised eyebrows (Admiring)
• Bent eyebrows (Sudden focus)
• Tears coming out (Emotional either happy or hurt)

FACIAL EXPRESSION:
Smile covers the most part of facial expression:
Smiling is a powerful cue that transmits:
◦ Happiness
◦ Friendliness
◦ Warmth
◦ Liking
◦ Affiliation

GESTURES:
• If you fail to gesture while speaking, you may be perceived as boring, stiff and
unanimated.
• A lively and animated teaching style captures students' attention, makes the
material more interesting, facilitates learning and provides a bit of entertainment.
• Head nods, a form of gestures, communicate positive reinforcement to students
and indicate that you are listening.

SIX WAYS OF USING NON-VERBAL COMMUNICATION SKILLS
EFFECTIVELY
POSTURE AND BODY ORIENTATION:
• You communicate numerous messages by the way you walk, talk, stand and
sit.
• Standing erect, but not rigid, and leaning slightly forward communicates to
students that you are approachable, receptive and friendly.
• Furthermore, interpersonal closeness results when you and your students
face each other.
• Speaking with your back turned or looking at the floor or ceiling should be
avoided; it communicates disinterest to your class.

POSTURE AND BODY ORIENTATION:
• You communicate numerous messages by the way you walk, talk, stand and
sit.
• Standing erect, but not rigid, and leaning slightly forward communicates to
students that you are approachable, receptive and friendly.
• Furthermore, interpersonal closeness results when you and your students
face each other.
• Speaking with your back turned or looking at the floor or ceiling should be
avoided; it communicates disinterest to your class.

PROXIMITY:
• Cultural norms dictate a comfortable distance for interaction with audience.
• You should look for signals of discomfort caused by invading young audience‘s space.
Some of these are:
• Rocking,
• Leg swinging,
• Tapping,
• Gaze aversion,
To counteract this, move around the classroom to increase interaction with your students. Increasing
proximity enables you to make better eye contact and increases the opportunities for students to
speak.

Paralinguistic :
This facet of nonverbal communication includes such vocal elements as:
- Tone
- Pitch
- Rhythm
- Timbre
- Loudness
- Inflection

EFFECTIVE PRESENTATION SKILLS
Presentation Skills while appearing for an interview.
• Your Dressing sense (Males & Females),
• Documents needed to be carried,
• Your body language (while standing, while sitting, while
walking),
• Your attitude (Soberness, Soft words, avoid western accent),
• Your Confidence (while talking, body movements, aggression,
etc).

Leadership in Hospitality
&
Tourism Industry

Every successful hospitality manager knows that
providing great customer experience is a critical part of
the job.
But if you want to be a great hospitality leader, you’ll
need more than just good customer service skills.
In hospitality management, you’ll need to be able to
create a great team who can help your organization
perform at the highest level.
leadership skills and qualities are vital.

What is a hospitality leader?
A hospitality leader holds a senior position within a hospitality business.
They might be a general manager within hotel business, as a senior
manager for a tourism or hospitality business, or working in revenue
management.
A leader in hospitality is responsible for inspiring their team, moving them
towards a common goal and emphasizing exceptional customer service.
The leader will guide from the front to make sure that the business
exceeds customer expectations.

Why is leadership important in the hospitality
industry?
As with any other industry, leadership in hospitality is vital to the success of the
business.
Great leadership can inspire and engage staff. An enthusiastic workforce has been
proven to deliver better business success too.
As well as a positive work environment, research shows that businesses with satisfied
employees see a 21% increase in profitability.
The relationship between employees and senior leaders is a key factor in how loyal staff
are to a company.

What is the best leadership style in the hospitality industry?
Every leader has their own personal style and strengths. So, there are
many different leadership styles that can be effective. In the hospitality
industry,
three leadership styles that are most common are:
1. Team-oriented
As an industry heavily reliant on different teams working
together to provide a seamless, high-quality customer
experience, a team-oriented leadership style is incredibly
effective. Team-oriented leaders prioritize their team, are
reliable, excellent at communicating and take accountability
for the team’s performance.

2. Entrepreneurial
With the unpredictability of hospitality environments,
entrepreneurial leaders do well in hospitality.
This leadership approach encourages experimentation,
learning and iteration and is great for turning problems
into valuable opportunities.

3. Innovative leadership
As in the case of entrepreneurial leadership,
innovative leaders are well suited to hospitality.
Innovative leaders are great at encouraging
different approaches, inspiring productivity and
being open to creative ideas.

What are qualities of a good leader in the hospitality
industry?
Being a good hospitality leader requires certain qualities, largely
focused on your ability to collaborate with and inspire others. Here are
some of the main qualities you’ll need to be a great leader:
Emotional intelligence
Understanding and managing your own emotions, and recognizing your
team’s emotional state, can help you build strong relationships and
interact with a diverse team. It’s not an easy trait to learn, but taking the
time to understand that everyone has different reactions to situations and

Modeling by example
Staff look to leaders for cues on how to behave. Effective
leaders model company values and behaviors that they want to
see in their team. Leading by example might include things like
listening to your team, helping out, delivering on your promises,
and being inclusive.
Showing vulnerability and visibility
Some leaders think by showing weakness they’ll lose the
respect of their team, but this couldn’t be further from the truth.
Everyone has vulnerabilities and weaknesses, and your team
will respect you more if you share yours.

Passionate
We all respond to passionate people. As a leader, it’s important
to show passion for your company’s mission and a drive to
succeed. When you do, you’ll inspire enthusiasm in others and
create a positive and productive workforce.
Leadership is personal
No two leaders are the same, and your leadership journey is
unique and personal to who you are. The best leaders use their
personal background, experiences and qualifications to bring
something special to the role. Be an authentic leader and lean
into the unique skills and experiences you have.

Which leadership skills are important in the tourism
and hospitality industry?
Successfully leading a team in a tourism or hospitality setting requires a varied
skill set. Here are some of the key skills you’ll need to be an effective leader:
Communication
In effective leadership, there’s no such thing as too much
communication. Being clear, honest and enthusiastic in your
communication is vital to instill confidence and make sure
everyone is clear in their responsibilities. Make sure you
communicate often and through various channels to be as
inclusive as possible.

Attention to detail
By observing and paying attention to the details you’ll be a much more
effective leader. When you understand small but critical details, you’ll
better understand how things work, and can make well-informed
decisions. The same goes for paying attention to personal details.
Remembering employee’s names, if they have children, pets,
birthdays and life events makes a huge difference in creating more
personal connections and keeping teams engaged.
People skills
As with any role in the hospitality sector, having first-rate people skills
is a must for any successful leader. Being able to listen, collaborate,
give feedback, and communicate honestly are all critical in building a
strong team and getting the best out of your people.

Establishing shared beliefs, values, and goals
A really effective leader will be able to outline a vision for the
company and inspire their team to follow in making that vision a
reality. Being able to incorporate your vision into a mission
statement and set clear company goals is critical to the success
of your hospitality business. Bring people with you and embed
an uplifting workplace culture by celebrating when your team
achieves its goals or demonstrates company values.

Balancing accountability and autonomy
We all want to feel supported by our managers, but we also
want to be given the responsibility and freedom to do our jobs.
According to the US Office of Personnel Management,
workplace accountability is linked to higher performance, better
morale and greater work commitment. Great leaders don’t
micromanage but let their staff manage their own work while still
providing support.

Adaptability
There’s no doubt that the hospitality industry can be a challenging
and unpredictable environment to work in; so being adaptable is a
must. It’s essential to be flexible to changing demands, show
resilience when things don’t quite go to plan and see mistakes as an
opportunity for everyone to learn.
Creativity breeds adaptability
Creativity is the most crucial factor for success in business. Successful
leaders understand that hospitality businesses have to adapt and change
to be able to grow, and give space for everyone to contribute ideas,
insights and imaginative solutions.

Leaders in the hospitality industry
There are leaders in management, marketing, consultancy, thought leaders and TV
personalities across the hospitality industry.
Some of the most well-known hospitality leaders include:
•Bruce Faber, owner of EHS Hospitality. Starting in the hospitality industry at age 4 as a
greeter in his grandmother’s restaurant, Bruce Faber is now the owner of the Chicago
market for EHS and is known for tracking the best talent in the industry.
•Frances Kiradjian, Founder and CEO of the Boutique and Lifestyle Lodging
Association. With 25 years as a hospitality and travel industry executive, Frances is
credited with bringing the boutique hotel sector to the forefront.
•Robert LaPata, Founder at Forefront Hospitality. With 25 years in hospitality and
restaurant consultancy, Robert is a celebrated leader who’s worked with big brands like
Hyatt and Hilton.

List of women leaders in the hospitality industry
Some inspiring hospitality women leaders include:
•Frances Kiradjian. Already mentioned above, Frances is also
CEO of the Travel Industry Executive Women’s Network and
has championed women in the industry for many years.
•Rachel Roginsky, Owner of Pinnacle Advisory Group. With an
inspiring hospitality career, Rachel grew her business from
humble beginnings to what’s now a world-renowned boutique
hospitality consulting firm.
•Lindsey Ueberroth, CEO of Preferred Hotels & Resorts. With
an impressive background in hotel revenue growth, Lindsey was
named one of the 30 most influential women in hospitality.

Guests Relation in Hospitality & Tourism Industry
Guest Relation
Guest relations in the perspective of the hospitality industry, can be defined as a series
of activities designed to enhance the level of customer or guest satisfaction – an act
that results in the realization or solicitation of a positive experience derived from the
acquisition of a product or service, the ultimate goal is to meet if not to exceed guests’
expectations.
Customer Relation
Customer Relations is a field of specialization. Many may claim that they are experts in
this field but then again, no one may claim that one knows everything about customer
relations.
In an ever-changing nature of customer, based on taste, wants, and needs, one can
only be
assured of the fact that there is always something new around the corner. The trick is to

The Nature of Guest Relations
The predisposition of hospitality professionals and guests are shown in this simple
diagram. The guest simply has needs; the hospitality professional is simply trying to run
a
business. The trick is, for the hospitality professional not to over-do, or over-step
boundaries
that places a limitation in doing guest services, each side has a somewhat solid
perspective on the subject matter.
From the guest’s point of view, this is what is owed to them, degrees and variations
may
exist specially in each individual’s guest’s perspective on what is of value to them.

In a YOU WIN, and GUEST LOSE situation, should you end up winning an argument
with a guest, you may have triumphantly shown your point to the guest, who scurries
back to a corner defeated. Oh, sure the guest deserves it, after all, the guest lied and
wasn’t truthful to you, so you should really stick it to them, where it hurts.
The mindset of winning and not compromising can be good and yet at the same time
could be a pitfall that makes you actually lose more value than what you have gained.
You might have gained financially in this little skirmish, but you may have really lost. This
cannot be counted by a financial medium but can be quantifiable in terms of media
mileage.
Let’s make it simple, guests lose, guests get bad experience from their stay (bad being
relative only to the guest’s point of view) which in turn the guests tell other people what
you made them experience. These other people tell other people bad before you know it,
it becomes a full-blown pandemic, with your property on the receiving bad end, of course

There are guests and there are GUESTS, most are fair, but some may be quite
unfair,
Literally
A staff for instance - check for items missing from the mini-bar and the guest disputes
and refuses to pay for its entirety. This is a dilemma. How can you collect from a
person who does not want to pay? Some options come to mind such as, let’s insist that
the items were
there in the mini bar when the guests checked in and now they are not there anymore
when
the guest checked out. This is rather very naive but in case you might have forgotten
the guest
just disputed the amount stating, in fact that “NO, I DID NOT TAKE ANYTHING FROM
THE MINI-
BAR!”

What do you do?
Blacklist the guy or better yet, call the police to deal with him. Questions come
to mind such as, is the lodging property willing to write off the charge? If the
amount is negligible, then perhaps it is possible, but what if you are dealing
with a very large
sum?
If you, the hospitality professional should lose, the question is how much value
did you
lose and if you win, the question is how much value did you win?
If you appear to have lost, how much value did you really part within favor of
the guest?

Despite the benefits, many companies are still not fully exercising the use
of these tools and services to align marketing, sales, and service to best
serve the BIGGER PICTURE.
If YOU like to win, you may get the upper hand on the situation by
convincing the guest, on the perception of having the deal, but in most
realities, this may not be the case

Reality check on this example:
Ever notice why minibar items so darn right expensive, some properties have what
they
call a 300% policy, the goal of which is to overcharge a can of soft drink which costs
around PHP25.00 to PHP 100.00 each. Why?
Let’s do the math, guest check’s out, minibar charge is PHP 400.00 for FOUR (04)
cans of
soft drink, guest disputes the charge stating that they only took TWO (02) cans and
not FOUR
(04). Receptionist agrees immediately without batting any eyelash to write off PHP
200.00 or
TWO (02) cans of soft drink from the guest’s bill

Now how did that work for the property?
Well, basically a can of your favorite soft drink here only costs PHP
25.00, with the PHP 200.00 payment received from the guest basically
covered the overall cost of FOUR (04) cans of soft drink. In effect still you
make a profit of PHP 100.00. The company did not lose anything and as
a plus gained the undying gratitude of a guest getting what they
perceived to be a FIFTY (50%) PERCENT discount, at the very least
everyone walks away happy, even if it is only skin deep

Guest Relation Skills
In the lodging industry, it is safe to say that our guests pay for our salary;
therefore, we must also anticipate their needs and provide for them.
Guests expect one or either of the following:
1. Teamwork - TEAMWORK is the strength and backbone of any
organization, the seamless interaction, and singular focus of its team
member will be the pathway to success, believe in your people and
make your people believe in themselves.

2. Job Knowledge and Consistency - This runs on the assumption that more often
that people care to admit, some areas or departments on the lodging properties often
on more than one occasion does not know what the other is doing. Simply placed in a
perspective, the right hand does not know what the left hand is doing. Although a
simple “assembly line procedure can readily rectify this problem” by improving
methods in communication and policies which govern process and movements of
service.
A person cannot claim to know everything! When posed with a situation that solicits a
response which you have no knowledge of, the answer is just secondary, but the
more
important question factor is how does one answer

3. Did you give your guest a brick wall or a choice?
Simply saying, “I don’t know” or giving a blank stare will not do immaculate things for
your property’s image. This might come as a surprise for you, but guests will
appreciate honest straight to the point answers, more so, even if you didn’t know the
answer to the query, simply reply “I do not have that information with me right now,
but I can get it for you”
Note: Staff must have a concrete and complete knowledge of the product and services
that the establishment offer

Remember, a positive aspect of your personality is that it is always
interactive,
proactive and reciprocation.
In the hospitality industry a wide array of knowledge is needed to keep up with the
needs of your customers. This knowledge base will be a repository of information on
everything that may concern customer service and their needs, easily accessible to
both. A singular mindset and knowledge base will empower staff members in doing
their jobs without losing sight of an organizations common goal. This may not only be
limited but may include the following:
1. Operational Policy and Product Knowledge, these are guidelines and
mechanics on
how the company works, usually established through a comprehensive training
program. How can Front Line Personnel sell products and services when they do not

2. Market Segments, in as much operational policy and product
knowledge go to the top of the list, knowing which product to sell and who
to sell to is equally important. One cannot sell something to a person who
does not need it or cannot afford it.
3. Guests expect to have their inquiries answered promptly and
expeditiously. In fairness, it does not mean that you have to be a know-
it-all. Plainly speaking, you simply do not know everything, however, your
behavior between your interaction and your guest, can be a factor when it
comes to addressing your guests needs.

4. Customers like to be in control of things or at least have the perception
of control.
A company may establish empowerment to its customers by creating
interactive
measures that allow the company to hear out or listen to what the customer
needs
through feedback centers like an interactive web-based customer feedback
program,
wherein you can hear out positive or negative reviews about one’s product
and/or
services. Through the action you give the customer voice to heard or
understood.
This works also as a forum for new ideas, elimination of redundant inquiries

5. Courtesy and empathy are feathers on your personality care, an example to
the
testament of a positive, proactive, interactive, and reciprocal personality.
The goal here is to capture the customer’s perspective concerning their needs, how
does one sell something? Find out what that customer needs and fill in that need.
This is the most effective by practicing feedback management at the point of
interaction. What customers hate is having to wait for results especially if it is
concerning a complaint about lodging property’s product or service.

6. Implementation of a real-time feedback mechanism will allow your
company to deliver much needed action to your customer’s concerns.
Realization in the completion or addressing over customer concerns must
be focused at the conclusion or every significant interaction, and to
hoteliers. This is a defining moment of truth
7. What happens if there is no positive ending to this interaction?
An escalation workflow mechanism must be in place to escalate the
problem to a person in authority which can address the problem, rather
than disappoint the customer because of that first contact of your inability
to address their problem. To clarify, a secondary interaction with a higher
authority regulates the capabilities of the Front Line as escalation also
translates to failure on their part to address the issue effectively.

8. Empowering employees is geared in improving the customer’s experience, as
a lodging property is not summarily selling rooms, food, beverages and other
services. These are just by products of what really is the hospitality industry’s main
products. We are in the business of selling experiences
9. Everyone wants respect; and believe it or not most of you may demand it but
only
a few of you ever compromise in giving it away for free. Courtesy translates to
respect. Walk for a few steps in your guests shoes, to get that feel of things on what
may really need.
10. The approachability of your organization, the ease in which your guests are
able to
reach you and reap the benefits which you can provide them is what sets the tone of
a positive guest encounter. Make your communications lines proactive, as this
represents as a tether or a lifeline to other respective departments in your company

LISTEN TO YOUR CUSTOMERS. Consider this scenario; a customer/guest calls
your
customer hotline, and he gets a packaged voice prompt that runs him through a
gauntlet of questions with a lot of selections, i.e. press on for English, press two for
Taglish, and eventually, after all that pressing and listening, provided that he did not
make a mistake in which button to push. Listening to your customers is important
and give extra attention to the call they make. Listening to your customers is a good
service.
Service is a Product; you cannot sell a product if you can’t get it to your customer

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