COMPETENCY BASED LEARNING MATERIAL

Sector: TOURISM

SECTOR : TOURISM

Qualification: BREAD AND PASTRY PRODUCTION NCII

TECHNICAL EDUCATION AND SKILLS DEVELOPMENT AUTHORITY

 COMPETENCY BASED LEARNING MATERIAL
BREAD AND PASTRY PRODUCTION NCII
By: PETALYN KEY M. ZOLETA

TESDA- TECHNICAL EDUCATION AND SKILLS DEVELOPMENT AUTHORITY

MMTSI-Marinduque Manpower and Trade Skills Institute Inc.

TWSP- Training for Work Scholarship Program

What to Bring:

1. Apron
2. Facemask/faceshield
3. Hair net
4. 2 Face towel
5. Notebook

PROPER ONLINE ETIQUETTE:

1. Be respectful
2. Be on time
3. Mute your microphone when you are not speaking
4. Listen attentively
5. Avoid sending irrelevant messages
6. Be aware of strong language, exclamation points and capslock
7. Don‘t post or share inappropriate material
8. Be forgiving

3 BASIC COMPETENCIES

1. BASIC COMPETENCY
2. COMMON COMPETENCY
3. CORE COMPETENCY
BASIC COMPETENCE

1. Participate in workplace communication

2. Work in a team environment
3. Practice career professionalism
4. Practice occupational health and safety procedure
COMMON COMPETENCY

1. Develop and update industry knowledge

2. Observe workplace hygiene procedure
3. Perform workplace and safety procedure
4. Provide effective services
CORE COMPETENCY

1. Prepare and produce bakery products

2. Prepare and produce pastry products
3. Prepare and present gateaux, tortes and cakes
4. Prepare and display petit fours
5. Present desserts

5 STEPS OF 5S

Japanese English Filipino Corresponding Action

Seiri Sorting out Pagbubukod-bukod Distinguish between
necessary items

Seiton Systematic Pagsasaayos A place for everything

arrangement and everything in its
place
Seiso Sweep/clean Paglilinis Clean up the workplace
Seiketsu Standardizing papanatilihin Maintain and monitor
adherence to the first
3s
Shitsuke Self-disciplined Pagdidisiplina sa sarili Follow the rules to keep
the workplace 5s right
 INFORMATION SHEET # 1

EFFECTIVE COMMUNICATION

COMMUNICATION
Is defined as the art of sending and receiving information. It is a process of conveying
messages, of transmitting meaning between individuals. It is an exchange; for it to be effective,
information must flow back and forth from sender to the receiver. The former must have some
knowledge of the latter‘s reaction. This process by which a system regulates itself by feeding to
itself parts of its outputs is called feedback.
Basic Elements of Communication:
The process of communication is composed of three elements:
1. the source (sender, speaker, transmitter, or instructor),
2. the symbols used in composing and transmitting the message (words or signs), and;
3. the receiver (listener, reader, or student).
The three elements are dynamically interrelated since each element is dependent on the
others for effective communication to take place.

Effective Communication helps workers to:

 complete a schedule of tasks

 follow a set of instructions
 learn correct procedures and improve work practices
 solve problems
 work as part of a team
 follow the enterprise Occupational Health and Safety and environmental procedures.

There are three main modes of communication:

1. Verbal communication
2. Non-verbal communication
3. Written communication

Verbal Communication

In industries a large proportion of communication is verbal or spoken. This may occur

face-to-face or via telephones or two-way radios. For verbal communication to be effective both
the speaker and the listener need to be actively engaged in the conversation.

The speaker should be clear, concise, and courteous and use a style of language that is
appropriate to the situation and the audience. The information should be accurate to the best
of the speaker‘s knowledge. The tone of voice and body language used when speaking are often
as important as the words themselves.

The listener should give the speaker their full attention and be sure that they clearly
understand the message being conveyed. Again, body language is very important. Good
listening skills are necessary when receiving instruction or being taught new procedures.

Questions should be asked by the listener to clarify the meaning and by the speaker to
ensure that the information has been fully understood. There are three types of questions:

1. Closed questions are used to obtain a particular piece of information. They are usually
answered with a yes or no or with a limited response. For example:
 Have you driven a four-wheel drive tractor before?

2. Open questions encourage people to discuss a situation and share information. They
often require longer answers and begin with how, where, when, which, who, why or
what. For example:
 What types of tractors have you driven?

3. Reflective questions, also called mirror questions, are used to show the speaker that
you have been actively listening to them. They are also helpful when encouraging a
person to express their opinions clearly. For example:
 So, you‘ve driven this type of tractor before?
 You‘ve found this type of tractor to run reliably, haven‘t you?

Good speaking, listening and questioning skills are essential when communicating via
the telephone or two-way radios to ensure that the correct information has been received.

There are a number of barriers that reduce the effectiveness of verbal communication.
These include:

 inappropriate choice of language style

 inappropriate body language
 disruptions
 noise in the proximity and/or a poor signal
 relevance of the topic to the listener
 Assumptions made by both the speaker and listener.

Non-verbal communication

A significant aspect of face-to-face communication is non-verbal body language. This

includes body posture, arm and hand positions, facial expressions, and eye-contact and hand
gestures. Sometimes a conflicting message may be given because the words spoken do not
match a speaker‘s body language.

Good observation skills are needed to ‗read‘ what is really being communicated. Being
aware of cues and signals is a crucial skill in understanding people‘s attitudes.

Personal presentation, dress and hygiene also contribute to the impression a person
makes when they are communicating.

Other forms of non-verbal communication regularly found in the workplace include:

  Signals, for example hand signals used when operating machinery; traffic lights.
 Signs, for example safety signs; workplace warnings; men‘s, ladies and disabled toilets;
first aid posts.
 Diagrams, for example property maps; diagrams in machinery manuals.
 Symbols, for example poison schedules; map legends; machinery gears and levers.

Basic Communication Skills

The four basic methods of communication in everyday life are: listening, speaking,
reading and writing.
 Effective Listening and Speaking
In today‘s changing world, listening and speaking play significant roles because the first
contact between ourselves and others is established through this two-way process.
Listening and hearing are not the same. Hearing is simply the travel of sound through
the ears to the brain without effort for the listeners; listening involves a reaction of the brain to
the sounds waves. Another way of expressing this difference is to say that listening has a
purpose. Different purposes in listening imply different kinds of listening.
Among the linguistic skills, speaking developed alongside listening. Learning to speak
well is an asset. Since most of us talk much more than we write, we are judged more than by
our speech than by our writing.
 Reading
A third communication skill after listening and speaking is reading. People read for
many different reasons and in many different ways. One reason for reading is to find specific
information, which is called scanning. Another, is for meaning and absorption of information or
which is called active reading.
 Writing
Writing tends to be more formal than speaking. Writing can be group into three kinds
according to style: formal, informal-public, and casual.
- Formal style is used for writing letters to the government officials, speeches,
articles for newsletter and magazines, school assignments, long reports and
formal compositions.
- Informal-public style is used in public communication, not private
communication; we use it when we want to sound informal, not formal.
- Casual style is used in writing to friends, to classmates, and in jotting down
notes to family members.

BARRIERS TO EFFECTIVE COMMUNICATION

Recognizing the various barriers to communication further enhances the flow

of ideas between an instructor and the student. The instructor must develop
communication skills in order to convey desired information to the students and
must recognize that communication is a two-way process. In the end, the true
test of whether successful communication has taken place is to determine if the
desired results have been achieved.
 Lack of common experience. Many people seem to believe that words transport meanings
from speaker to listener in the same way that a truck carries bricks from one location to
another. A communicator's words cannot communicate the desired meaning to another
person unless the listener or reader has had some experience with the objects or concepts
to which these words refer.
 Confusion between the Symbol and the Symbolized Object. Languages abound with
words that mean different things to different people. Confusion between the symbol and the
symbolized object results when a word is confused with what it is meant to represent.
Although it is obvious that words and the connotations they carry can be different, people
sometimes fail to make the distinction. Words and symbols do not always represent the
same thing to every person.
 Overuse of Abstractions. Abstractions are words that are general rather than specific.
Concrete words or terms refer to objects that people can relate directly to their experiences.
They specify an idea that can be perceived or a thing that can be visualized. Abstract
words, on the other hand, stand for ideas that cannot be directly experienced, things that
do not call forth mental images in the minds of the students.

 Interference. Barriers to effective communication are usually under the direct control of
the sender/encoder. However, interference is made up of factors that are outside the direct
control of the sender/encoder: physiological, environmental, and psychological
interference. To communicate effectively, the sender should consider the effects of these
factors.

Psychological interference is any biological problem that may inhibit symbol reception,
such as hearing loss, injury or physical illness. These, and other physiological factors, can
inhibit communication because the student is not comfortable.

Environmental interference is caused by external physical conditions. One example of

this is the noise level found in many light aircraft. Noise not only impairs the communication
process, but also can result in long- term damage to hearing.
 Psychological interference is a product of how the sender and the receiver feel at the
time the communication process is occurring. If either sender or receiver is not committed to
the communication process, communication is impaired. Fear of the situation or mistrust
between the sender and receiver could severely inhibit the flow of information.

Communication Systems

 Downward communication. Communication flows from the superiors to its

subordinates.
 Upward communication. The communication flows from the subordinates to its
superiors.
 Lateral communication. Communication flows from functional areas at a given level of
the organization or hospital.
 Diagonal communication. The communication flows from a subordinate of a certain
level to the superior of another level and vice versa.
 Grapevine. It stretches throughout the organization in all directions irrespective of
authority.

Benefits of effective communication:

 Rewarding and harmonious relationships with others

 Easily build rapport with clients, customers, friends, new acquaintances
 Getting what you want
 More time for yourself and others
 Satisfaction and success in life

Failing to communicate effectively:

It is often our failure to communicate effectively that leads to:

 Professional setbacks
 Personal disappointment
 Breakdown of important relationships
 Wasting energy and time on frustration and dramas
 Not reaching our full potential
 Self-Check 1

Test 1. Multiple Choice: Choose the letter of the correct answer from the given choices.

__________1. It is a process of conveying messages, of transmitting meaning between

individuals.
a. Communication
b. Listening
c. Reading
__________2. A style of writing which is used for writing letters to the government officials,
speeches, articles for newsletter and magazines, school assignments, long reports and
formal compositions.
a. Informal-public style
b. Formal style
c. Casual style
__________3. A style of writing which is used in writing to friends, to classmates, and in
jotting down notes to family members.
a. Informal-public style
b. Formal style
c. Casual style
__________4. A factor of Interference which is a biological problem that may inhibit symbol
reception, such as hearing loss, injury or physical illness.
a. Psychological interference
b. Environmental interference
c. Psychological interference
__________5. A factor of Interference in which is a product of how the sender and the
receiver feel at the time the communication process is occurring. If either sender or
receiver is not committed to the communication process, communication is impaired.
a. Psychological interference
b. Environmental interference
c. Psychological interference
__________6. When a communicator's words cannot communicate the desired meaning to
another person unless the listener or reader has had some experience with the objects or
concepts to which these words refer. What factor of barrier to communication is this?
a. Lack of common experience
b. Overuse of Abstractions
c. Interference
__________7. A barrier to communication which also made up of factors that are outside
the direct control of the sender/encoder such as; physiological, environmental, and
psychological.
 a. Lack of common experience
b. Overuse of Abstractions
c. Interference
__________8. A basic method of communication which tends to be more formal than
speaking.
a. Listening
b. Writing
c. Reading
__________9. Simply refers to the travel of sound through the ears to the brain without
effort for the listeners.
a. Hearing
b. Listening
c. Reading

__________10. Which of the choices below is considered a benefit of effective communication?

a. Satisfaction and success in life

b. Personal disappointment

c. Wasting energy and time on frustration and dramas

 RECORDING INFORMATION

COMMUNICATION TECHNOLOGY

All businesses have a need for effective communication, both between personnel within the
workplace and with individuals and other businesses outside the workplace. Each workplace
will have a communication system designed to meet its particular needs. Some of these needs
include:

 obtaining, recording and reporting information

 enhancing effective training
 providing a safe workplace
 Improving the efficiency and effectiveness of work practices.

Communication systems use technology such as:

 telephones, including landlines, mobile and satellite phones

 answering machines
 facsimile (fax) machines
 computers with email and internet access
 two-way radios
 Paging systems.

Most workplaces have procedures and protocols in place for the use of each type of
technology. Workers should familiarize themselves with the system features and control
functions and operate each device according to the manufacturer‘s instructions. If not sure of
the operating procedure for a particular communication device, a worker should ask for
assistance.

Some systems, such as telephones, answering machines and two-way radios rely solely on
speech. Effective communication is more difficult as the parties communicating are not able to
see each other and gauge the progress of the conversation from body language. It is important
to speak clearly, concisely and courteously especially when answering the phone or leaving a
message. The correct greeting and identification of the business and the individual should be
used.

Private conversations and text messaging on mobile phones should be minimized

during work hours. Only essential calls should be made or received.

Designated channels and call signs should be used with two-way radios. Conversations
should be limited to relaying necessary information. Batteries should be recharged on a regular
basis and the radios kept in good working order. They may be a vital means of communication
in an emergency.

Enterprise procedures and protocols should also be followed when using systems that
rely on written communication such as faxes and emails. Many businesses have a standard
cover sheet that is attached to the front of outgoing faxes. Incoming faxes should be given to
the appropriate person or placed in designated in-trays or pigeon holes.
 Information in faxes and emails should be written clearly and concisely. A standard
‗signature‘ should be attached to the end of an email. Again, work computers should not be
used to send private emails.

Workplace meetings

The efficient operation of all workplaces relies on the effective sharing of information. This
exchange of information may be needed to:

 explain changes happening in the workplace

 discuss and solve problems and make decisions
 update Occupational, Health and Safety (OH&S) and other procedures
 determine workplace targets
 schedule and allocate tasks
 provide feedback and evaluation.

Information can be shared in a number of ways. Written information might be distributed via
the intranet, email or in newsletters, memos and notices. Formal meetings, informal
discussions and work team briefings are commonly used to share information in a face-to-face
setting. Meetings might be convened for a specific purpose, such as OH&S or union meetings,
or they may be more general in their purpose.

All meetings must be structured to achieve their purpose and conclude in a reasonable time
frame. An agenda may be used to outline the purpose of a meeting and the important points
that need to be raised and discussed.

Formal meetings use an agenda which generally includes the following items:

 opening, welcome, and names recorded of those present and names of apologies
received
 dated minutes and business arising from the previous meeting, including the
acceptance of these minutes
 correspondence, both in and out, with business arising
 reports from the finance and other subcommittees
 general and other business
 date, time and place of the next meeting and the close of the current meeting.

Minutes are detailed notes taken during a meeting of everything that has been said and agreed
upon. In some meetings a vote may be taken on important issues, either by a show of hands or
a secret ballot. The minutes should record the outcomes of voting and any decisions made.

Informal meetings, discussions and briefings are less rigid in their structure. However, it is still
important to provide opportunities for discussion and take notes of decisions.

Whatever the style of the meeting there is a protocol or code of behavior that all participants
should adhere to:

1. Attend the meeting on time.

2. Listen effectively.
3. Don‘t interrupt other speakers.
4. Contribute to the meeting by expressing opinions in an appropriate manner.
5. Behave courteously towards other participants in the meeting.
6. Don‘t discuss issues that are outside the purpose of the meeting.
7. Ask questions to clarify misunderstandings.
8. Take notes where appropriate of decisions agreed to in the meeting and retain these for
future reference.
9. Act on the instructions or decisions of the meeting within the agreed time.
10. Keep sensitive issues raised at the meeting confidential.
 SELF CHECK

Test 1. Matching type: Match the choices of column A to the choices in column B.

A B

1. computers with email and internet a) code of behavior in workplace meetings

access
b) items used in Formal meetings
2. Improving the efficiency and
effectiveness of work practices. c) efficient operation of all workplaces

3. discuss and solve problems and make d) Need that a communication system
decisions designed must meet

4. date, time and place of the next e) Technology used in communication

meeting and the close of the current systems
meeting.

5. Act on the instructions or decisions of

the meeting within the agreed time.
 TYPES OF FORMS

WRITTEN COMMUNICATION

Companies/ enterprises often require workers to use written forms of communication. This
may involve reading workplace notices and instruction such as:

 signs and labels

 notes, messages and memos
 rosters and work schedules
 safety material and notices
 invoices and dockets with customer information
 tables and simple graphs.

Employees may also be required to write down information, messages and material and tool
requirements. They will need to fill out a variety of workplace forms.

To be effective, written workplace information must be:

1. Clear – the handwriting must be legible and the information written in a manner that
will not be confusing.
2. Concise – the message should be written in simple language using short sentences or
point form. Unnecessary information and repetition should be avoided.
3. Correct – accuracy is very important when writing down information. If taking a phone
message, read the details back to the caller, especially names, addresses and phone
numbers. Use correct terminology where appropriate.
4. Courteous – as with verbal communication, the style of the language chosen should be
appropriate to the situation and the reader.

Workplace information

Primary industry businesses regularly collect record and report workplace information. This is
done to fulfill production, business and legal requirements.

There are different types of information kept by agricultural and horticultural workplaces.
These include:

 Financial – for example invoices for purchases and sales, profit and loss statements,
taxation records, bank and dividend statements.
 Production – for example records of livestock numbers, growth rates, births and sales,
crops sown and harvested, weed and pest control management.
 Marketing - for example product sales, promotional and advertising material.
 Maintenance - for example machinery and vehicle log books and service records,
property structure repairs.
 Staff – for example personal and taxation records for employees, time sheets and
salaries, work rosters.
 Legal - for example workers‘ compensation, public liability and property insurance,
deeds and titles.

Workers may be required to contribute to the collection, recording and reporting of a wide
range of workplace information. To do this effectively they need to be able to:
1. Correctly identify sources of information.

Information can be sourced internally by asking appropriate questions of employers,

supervisors or colleagues. Another way of sourcing information is to access and read workplace
documents. It is important to know where workplace records are kept and to return them to
the correct place after use.

Most enterprises have a business directory that contains the names, addresses, phone and fax
numbers, email addresses and contact names for a number of services such as:

 suppliers
 contractors
 the local veterinarian
 trade personnel
 industry and regulatory bodies
 local government.

Training organizations and advisors from the Department of Primary Industries and Rural
Lands Protection Board are often listed on the directory of business services.

Other external sources of information can be sourced from the media, internet, CD ROMs and
DVD‘s, reference material supplied by companies and the local library.

2. Obtain appropriate information.

Once the source of the information has been found, the correct information needs to be
collected. This will depend on the purpose of the information, the people who will use the
information and the time available or necessary to obtain it.

For example, if a worker is asked to ring around the local produce stores to compare fertilizer
prices, a half-hour conversation catching up on the local gossip would not be appropriate.
Conversely, if the employee responsible for machinery maintenance was sent to look at a
second-hand tractor, there would be an expectation that sufficient time would be spent to
thoroughly assess the condition of the machine.

Information needs to be sorted so that only relevant data is collected. If a worker is asked to
obtain a three-day weather forecast for the local district, a detailed analysis of the likelihood of
cyclones in Queensland the following summer, although possibly interesting, would not be
appropriate.

3. Record information on standard forms.

A number of forms need to be completed and submitted prior to, at the commencement of and
during employment. These forms may be related to:

 employee records and workplace agreements

 personnel and staffing details
 taxation and superannuation
  banking and finance
 health and insurance records
 Workers Compensation, accidents and incidents.

It is important to read through all forms carefully, as well as any accompanying instructions,
before starting to fill them out. Make sure that all the information is available and is correct.
Check the spelling of names and addresses and that any numbers have been accurately
recorded. Government forms are often translated into official documents and any errors will be
duplicated on them.

Details that are commonly requested include:

 full name and title

 home and postal addresses
 date of birth and country of citizenship
 phone and fax numbers and email addresses
 occupation
 Signatures and dates.

Other details that may be required could include:

 highest level of qualification

 tax file number
 bank account details
 ABN number
 Emergency contact names, addresses and phone numbers.

Forms should be completed clearly and neatly in the spaces provided using the type of pen and
style of writing indicated in the instructions. Always check through the answers for accuracy.
Any corrections which are necessary should be made according to the procedure set out in the
instructions.

It is good practice to make a copy of the form for future reference before presenting or mailing
it. If sending the form by mail, ensure that the postal address is correct, the sender‘s address is
on the envelope and the correct postage is affixed. Retain original forms such as Birth
Certificates and only forward photocopies.

Each workplace will have a range of forms, specific to the enterprise that workers need to
complete. There is a legal obligation on employers to keep some of these records such as safety
reports and chemical records.

Forms that are common to most enterprises include:

 safety reports
 dockets, invoices and receipts
 petty cash vouchers
 time sheets
 telephone message forms
 leave forms.

Other enterprise forms might include:

  chemical records
 weather records
 vehicle and machinery log books
 registration, license and insurance forms
 equipment inspection records.

4. Use correct procedures for the storage of information.

Every organization and business has a particular method for storing information. It is
important that all employees who need to access that information are familiar with the location
and the filing systems used. Records might be stored in the following places:

 filing cabinets
 computer files and databases
 folders on shelves, in drawers or under counters
 pin boards and white boards

Information stored in filing cabinets is usually organized alphabetically or under different topic
headings. Basic computer skills are required to access computer records. Help should be
sought if a particular piece of information cannot be found. All records should be filed correctly
and returned to the appropriate location after use.

Many workplaces also store information which is confidential. Anyone with access to these
records should only use them when necessary and only allow distribution of the information to
relevant personnel
 SELF-CHECK

Identification: Identify the answers of the statements given below.

___________________1. It contains the names, addresses, phone and fax numbers, email
addresses and contact names for a number of services such as suppliers and contractors.

___________________2. Product sales, promotional and advertising material are pieces of information kept by
agricultural and horticultural workplaces.

___________________3. A style of the language chosen that should be appropriate to the

situation and the reader.

___________________4. A message should be written in simple language using short sentences or

point form. Unnecessary information and repetition should be avoided.

___________________5. The handwriting must be legible and the information written in a manner
that will not be confusing.
 BUILDING RELATIONSHIP AND TEAM WORK

What is Team?

A Team is a group of people working together to achieve common objectives and willing to
forego individual autonomy to the extent necessary to achieve those objectives.

A smallest team consists of 2 people and the upper limit can be to the size of the
organization. The whole organization can work as a team if its members develop a common
style of working i.e., constructive and cooperative. This is normally described as teamwork. An
organization is viewed as a network of teams, temporary and permanent.
For a team to achieve it‘s common objectives, its members should share its objectives
and be identified wholeheartedly with them. By joining a team, the individual member ―signs
on‖ the team‘s objectives, he enters into a contract as a condition of becoming a member of the
team. A team member is willing to forego personal autonomy to the extent necessary to achieve
common objectives, by joining a team one has to limit his freedom to do as he likes.

There cannot be a team without a leader who has ultimate responsibility for deciding the
degree to which autonomy of the team member has to be constrained. He has to exercise his
responsibility in a way that it does not erode the commitment of the team members. He needs
to establish the constraints through a consultation process of problem solving and
negotiations.

Skills needed for teamwork

Aside from any required technical proficiency, a wide variety of social skills are desirable for
successful teamwork, including:

 Listening - it is important to listen to other people's ideas. When people are allowed to
freely express their ideas, these initial ideas will produce other ideas.
 Questioning - it is important to ask questions, interact, and discuss the objectives of
the team.
 Persuading - individuals are encouraged to exchange, defend, and then to ultimately
rethink their ideas.
 Respecting - it is important to treat others with respect and to support their ideas.
 Helping - it is crucial to help one's coworkers, which is the general theme of teamwork.
 Sharing - it is important to share with the team to create an environment of teamwork.
 Participating - all members of the team are encouraged to participate in the team.
 Communication - For a team to work effectively it is essential team members acquire
communication skills and use effective communication channels between one another
e.g. using email, viral communcation, group meetings and so on. This will enable team
members of the group to work together and achieve the teams purpose and goals.
 SELF CHECK

Multiple Choice: Choose the letter of the correct answer from the given choices.

1. A teamwork skill which treats others with respect

a. Listening
b. Communication
c. Sharing
d. Respecting

2. Needed for a team to work effectively

a. Communication
b. Persuasion
c. Participation
d. sharing

3.Consist of two people in an organization

a. team

b. largest team

c. thing

d. smallest team

4. A group of people working together to achieve common objectives and willing to forego
individual autonomy to the extent necessary to achieve

a. tines

b. teens

c. teams

d. times

5. The general theme of teamwork

a. searching

b. helping

c. persuading

d. sharing

TEAM ROLES
Coordinator
This person will have a clear view of the team objectives and will be skilled at inviting
the contribution of team members in achieving these, rather than just pushing his or
her own view. The coordinator (or chairperson) is self disciplined and applies this
discipline to the team. They are confident and mature, and will summarize the view of
the group and will be prepared to take a decision on the basis of this.
Shaper
The shaper is full of drive to make things happen and get things going. In doing this
they are quite happy to push their own views forward, do not mind being challenged
and are always ready to challenge others. The shaper looks for the pattern in
discussions and tries to pull things together into something feasible which the team can
then get to work on.
Plant
This member is the one who is most likely to come out with original ideas and challenge
the traditional way of thinking about things. Sometimes they become so imaginative
and creative that the team cannot see the relevance of what they are saying. However,
without the plant to scatter the seeds of new ideas the team will often find it difficult to
make any headway. The plant‘s strength is in providing major new insights and ideas
for changes in direction and not in contributing to the detail of what needs to be done.
Resource investigator
The resource investigator is the group member with the strongest contacts and
networks, and is excellent at bringing in information and support from the outside. This
member can be very enthusiastic in pursuit of the team‘s goals, but cannot always
sustain this enthusiasm.
Implementer
The individual who is a company worker is well organised and effective at turning big
ideas into manageable tasks and plans that can be achieved. Such individuals are both
logical and disciplined in their approach. They are hardworking and methodical but
may have some difficulty in being flexible.
Team worker
The team worker is the one who is most aware of the others in the team, their needs
and their concerns. They are sensitive and supportive of other people‘s efforts, and try
 to promote harmony and reduce conflict. Team workers are particularly important when
the team is experiencing a stressful or difficult period.
Completer
As the title suggests, the completer is the one who drives the deadlines and makes sure
they are achieved. The completer usually communicates a sense of urgency which
galvanises other team members into action. They are conscientious and effective at
checking the details, which is a vital contribution, but sometimes get ‗bogged down‘ in
them.
Monitor evaluator
The monitor evaluator is good at seeing all the options. They have a strategic
perspective and can judge situations accurately. The monitor evaluator can be
overcritical and is not usually good at inspiring and encouraging others.
Specialist
This person provides specialist skills and knowledge and has a dedicated and single-
minded approach. They can adopt a very narrow perspective and sometimes fail to see
the whole picture.
Finisher
A person who sticks to deadline and likes to get on with things, Will probably be
irritated by the more relaxed member of the team.
 SELF CHECK 2.1-2

Multiple Choice: Choose the letter of the correct answer from the given choices.

1.This person will have a clear view of the team objectives and will be skilled at inviting the
contribution of team members in achieving these, rather than just pushing his or her own
view.

a. Shaper
b. Plant
c. Coordinator
d. Resource investigator

2.They are hardworking and methodical but may have some difficulty in being flexible.

a. Implementer
b. Shaper
c. Team worker
d. Completer

3.Full of drive to make things happen and get things going.

a. Coordinator
b. Shaper
c. Implementer
d. Team worker

4.One who is most aware of the others in the team, their needs and their concerns

a. Implementer
b. Worker
c. Tosser
d. Team worker

5.A person who sticks to deadline and likes to get on with things

a. Completer
b. Finisher
c.Implementer
d.shaper
 Team Roles and Responsibilities

Working in groups is a very common phenomenon in the private sector and government
agencies. It is important that each member of a team to not only be an active participant in the
team, but also to be certain that all other team members are contributing members of the
team. There are many ways in which members of a team can contribute. Some may lead with
key concepts; others may supply key details; while others may assist in sharpening or further
development of certain details or concepts. It is expected that you will discuss your individual
efforts with other members of the team. You may also discuss the problem with class members
from other teams, but not to the exclusion of the members of your own team.

Team members don't have specific responsibilities, but their participation is critical to
the team's success. Team members must agree to:

 Be enthusiastic and committed to the team's purpose.

 Be honest and keep any confidential information behind closed doors.
 Share responsibility to rotate through other team roles like facilitator, recorder, and
timekeeper.
 Share knowledge and expertise and not withhold information.
 Ask questions, even seemingly "dumb" ones. Often the new perspective of
"inexperienced" team members can provide insight.
 Fulfill duties in between meetings.
 Respect the opinions and positions of others on the team, even if the person has an
opposing view or different opinion.

If you’re a Team Member

Communicate, Communicate, and Communicate
If you have a problem with someone in your group, talk to him about it. Letting bad feelings
brew will only make you sour and want to isolate yourself from the group. Not only does it feel
good to get it out, but it will be better for the team in the long run.

Don't Blame Others

People in your group lose respect for you if you're constantly blaming others for not meeting
deadlines. You're not fooling anyone, people know who isn't pulling his weight in a group.
Pointing the finger will only make you look cowardly. Group members understand if you have a
heavy workload and weren't able to meet a deadline. Saying something like, "I'm really sorry,
but I'll get it to you by the end of today." will earn you a lot more respect than trying to make it
seem like it's everyone else's fault that you missed your deadline.

Support Group Member's Ideas

If a teammate suggests something, always consider it – even if it's the silliest idea you've ever
heard! Considering the group's ideas shows you're interested in other people's ideas, not just
your own. And this makes you a good team member. After all, nobody likes a know-it-all.

No Bragging
It's one thing to rejoice in your successes with the group, but don't act like a superstar. Doing
this will make others regret your personal successes and may create tension within the group.
You don't have to brag to let people know you've done a good job, people will already know.
Have faith that people will recognize when good work is being done and that they'll let you
know how well you're doing. Your response? Something like "Thanks that means a lot." is
enough.

Listen Actively
Look at the person who's speaking to you, nod, ask probing questions and acknowledge what's
said by paraphrasing points that have been made. If you're unclear about something that's
been said, ask for more information to clear up any confusion before moving on. Effective
communication is a vital part of any team, so the value of good listening skills shouldn't be
underestimated.

Get Involved
Share suggestions, ideas, solutions and proposals with your team members. Take the time to
help your fellow teammates, no matter the request. You can guarantee there will be a time in
the future when you'll need some help or advice. And if you've helped them in past, they'll be
more than happy to lend a helping hand.
 SELF CHECK

Write TRUE if the statement is correct and write FALSE if the statement is incorrect.

1. If you're unclear about something that's been said, ask for more information to
clear up any confusion before moving on
2. Effective communication is an essential component of organizational success.
3. If a teammate suggest something, do not consider it.
4. You have to brag to let people know that you have done a good job
5. Communication is the ability to share information with people.
 PROFESSIONALISM IN THE WOKPLACE

Projecting a Professional Image

Being a professional does not only require mastery of knowledge and skills with respect to
a certain profession, or of passing a professional or career exams or earning degree. It is a
character that demonstrates certain qualities and attitudes and a commitment to professional
ethics. One must be a professional in all respects- in one‘s appearance or physical projection,
language and communications as well as in attitudes and manners. We can find career
practitioners who have earned various degrees, possessing professional license yet their ways
are far from being a real professional.

The three Dimensions of Professionalism

A. Physical projection – this includes:

Proper Grooming – clean cut, no body odor, clean fingernails,

well pressed uniform etc.
Good posture – straight body, no hands on pocket, relaxed
Natural smile
Eye contact but not an sneering look
Absence of unpleasant mannerism like scratching hair, biting nails, etc.
Pleasant disposition
Oral hygiene, no bad breadth
Appropriate make up for women

B. Verbal projection

Being careful with tone, pitch and body language tone must be warm
Well-modulated voice
Speaking with authority- ability to explain and justify ideas, readiness to answer
questions. This gives an impression that one knows what he is talking about.
Tactfulness- saying the right things on the right time and in the right place.
Assertiveness in expressing oneself- sensitivity to the feelings of others

C. Behavior and Performance

Adherence to professional/industry standards of service

Compliance to standard operating procedure
Assertive behavior

Adherence to work ethics and respect for protocol

Being discreet with confidential matters
Practice of social graces, proper table manners, telephone courtesy
Appropriate behavior in public
Professionalism means avoiding bad habits at work like:

 Yawning
 Grouping together with other staff for a chat while on duty
 Shouting, giggling, loud conversation
 Daydreaming, eavesdropping
 Indulging in customer‘s private conversations
 Putting hands on pocket and playing with pocket coin
 Leaning on walls, tables and chairs
 Sneering or staring look
 Chewing gum while on duty or while talking to customers
 Suggesting or demanding for a tip
 Counting tips in view of customers
 Too much familiarity with the customers
 Bluffing customers
 Reading newspapers/ magazines while on duty
 Use of rude and insulting language
 Pointing at something or someone with a finger
 Interrupting customers conversation unless for valid reasons
 Leaving one‘s station longer than necessary
Unhygienic practices to be avoided
 Smoking in non- smoking area
 Coughing/sneezing in public without covering the mouth
 Scratching body parts
 Splitting on walls, floor, sink, grounds etc.

For food handlers:

 Tasting food in view of customers

 Handling food with bare hands
 Putting food in dirty tables
 Cooling warm/ hot food by blowing air out of the mouth
 Wiping perspiration with wiping cloth used for service
 Combing hair inside the dining room
 Using strong perfume

Identifying Career Opportunities

You need to consider several different factors when identifying career choices. Before you
decide a particular type of job is right for you, it's important to give serious thought to what
working in that field is really going to be like. It's certainly important to think about the tasks
associated with performing a particular job. However, thinking about the duties you'll carry out
on a daily basis is not the only consideration.
Geographic Considerations

It's important to think about where you'll need to live in order to work in the field that you
select. With some occupations, employment opportunities are plentiful in cities and towns of all
sizes. Doctors, lawyers, accountants, and teachers are in demand in all locations. There are
also opportunities for restaurant and retail managers just about everywhere.
Many career fields are specific to particular regions, however. For example, if you want to be a
ski instructor, you need to be prepared to live in an area known for its ski resorts. If you want
to work in television or in the movies, you'll likely need to relocate to California or New York. If
your career plans include working as a television news reporter or anchor, you'll need to be
prepared to start your career in a small market, with the expectation that relocation to larger
markets will be necessary if you want to advance you your career.

Compensation Considerations

Before settling on a particular career, it's important to think about how much money you are
likely to earn in that occupation. You certainly want to select an occupation in which you'll be
able to live the type of lifestyle you desire. It's also important to keep in mind that many of the
highest paying occupations require a significant amount of formal education.

Make sure that you understand exactly how much you'll spend getting the training you need to
enter these types of occupations so you can make an educated decision about whether or not
doing so is in your best interest.

Work Schedule

When you're identifying career choices, it's important to think about the type of hours you're
likely to work when you go to work in the particular fields that interest you. In some
occupations, you can expect to work standard "banker's hours", but many jobs require shift
work, evening or weekend hours, or almost constant on-call availability. Some fields are ideal
for those who need flexibility, such as freelance writing and direct sales opportunities. Other
occupations, such as teaching and working as a bank teller, require structured work
schedules.

If it's important to you that you be able to be home for dinner with your family every evening,
you won't want to select a field that requires extensive travel or evening work. Hospitals, for
example, must be staffed 24 hours per day. Entry level hospital employees typically get the
least desirable work schedules, as day shifts are typically made available to tenured employees
before new hires.

Benefit Availability

You should also consider the types of benefits you'll be able to get when identifying career
choices. Many universities, for example, offer free or discounted tuition to employees and their
family members. If you want to continue your education, or make certain that your kids don't
have to incur significant student loan debt, it may be in your best interest to seek employment
in a school environment.

Many individuals select state or federal government employment opportunities primarily to

take advantage of the outstanding retirement benefits associated with these types of
occupations. Even though public school teachers typically do not earn the highest salaries,
their retirement benefits are far superior to those offered by most private employers.

Making Career Decisions

Identifying career choices is not something that anyone should do lightly. Before you make a
final decision about pursuing a particular line of work, be sure to consider all the relevant
factors.

How to Decide on a Career Field

Deciding on a career may seem daunting but it is easier when you give yourself a lot of
options and time to consider it. Although the idea of a "job for life" is fast becoming a thing of
the past, the field of work which you choose is important because it will determine where you
will spend a good deal of your working life and will also define how many opportunities you will
have to branch out using your basic skills set. So, choose wisely and select a field that
encompasses as many of your talents as possible, to allow you to the greatest freedom and
leeway for shifting around a field doing different jobs with a good set of basic skills, along with
a good dose of solid confidence in your worth and abilities.
 SELF CHECK

DO I PROJECT A PROFESSIONAL IMAGE?

Directions: Here are some questions you can ask yourself to check how far you are from being
a professional

3 2 1 0
always almost rarely never
always

A. PHYSICAL PROJECTION

1.Do I wear a uniform that is clean and wrinkle free?

2.Do I ensure proper matching of colors in my attire?

3.Is my hair neatly combed, clean and worn in style that

is becoming to me?

4.Do I use simple jewelries appropriate to my job?

5.Do I always feel and look clean and tidy?

6.Are my shoes well shined and their heels in good

condition?

7.Do I change my stockings and underwear everyday?

8.Are my nails clean, well shaped, with moderate length?

9.Do I make a habit to use deodorants, especially when I

perspire heavily?

10.Do I wear light cologne during my duty?

11.Do I brush my teeth after meal or refresh my breath

with oral antiseptic/mouthwash?

12.Am I free of body odor?

13.Am I free of any bad breadth?

14.Do I wear simple make-up (ladies)

15. Do I retouch my make up from time to time? (ladies

only)

16. Do I fix my hair from time to time?

17.Am I relax and not rattled by irritating or
uncomfortable situations on the job?

18.Do I maintain a good posture while on the job(straight

body, not leaning on walls and chairs)

B.VERBAL PROJECTION

1.Do I speak with a friendly tone and modulated voice?

2.Do I use a simple language in my conversation with

people?

3.Do I maintain eye contact while conversing with

others?

4.Do I pay full attention when talking to them?

5.Do I express self interest in what people say by active

listening, nodding head, asking questions?

6.Am I more of the listener rather than a talker?

7.Do I allow others to finish their statement before I

react?

8.Am I cautious of the words I speak to avoid hurting or

antagonizing others?

9.Do I know how to keep confidential matters?

10.Do I avoid spreading gossip nor indulging in gossips?

11.Do I generously use magic expressions like please,

kindly, may I, do you mind, I‘m sorry etc.?

12.Can I maintain my composure when talking to

unreasonable or irritating person?

13.Am I honest and sincere in my communications and

avoid bluffing anyone?

14.Do I avoid unpleasant non-verbal signals like sour

face, inattentiveness, sneering or staring look when
dealing with people?

C.ETHICS AND SOCIAL GRACES

1.Do I know and practice my table manners?

2.Do I avoid by passing people in the organization?

3.Do I know how to respond when introduced to
someone?

4.Do I keep my appointments and come on time?

5.Do I give way to ladies (if man) or to elderly?

6.Do I keep my work area organized and tidy?

7.Do I practice basic courtesies in the use of telephone?

8.Do I respect the privacy of others or their personal

space ( not opening their letters, not too close, no
eavesdropping, not meddling in their conversation)?

9.Do I have the habit of greeting people I meet like

company, officers, customers, etc.?

10.Do I avoid gossiping about my boss and my company

to other people?

11.Do I refrain from unhygienic practices like spitting in

public areas sneezing without covering my mouth etc.?

Add your score per category. The average score is calculated as total score divided by the
number of items

Total Score Average Score Remarks

A. Physical Projection

B. Verbal Projection

C. Ethics/ Social Graces

GRAND TOTAL

Average score of:

2.8 - 3.00 – is high score
2.5 – 2.90 – is moderate or acceptable
Below 2.5 – is not acceptable
 INFORMATIONS SHEET
Hazards and Risks Identification and Control

Learning Objective:

After reading the information sheet, you should be able to:

1. Identify safety regulations in the workplace.
2. Define hazard.
3. Differentiate the different types and methods of hazards.

Hazard Identification

The first step in reducing the likelihood of an accident is hazard identification. Hazard
identification is identifying all situations or events that could cause injury or illness.
Eliminating or minimizing workplace hazards needs a systematic approach. It is essential to try
and anticipate all possible hazards at the workplace - known as the `what if?' approach.

Hazards Defined

A hazard is a source or potential source of human injury, ill health or disease. Anything which
might cause injury or ill health to anyone at or near a workplace is a hazard. While some
hazards are fairly obvious and easy to identify, others are not - for example exposure to noise,
chemicals or radiation.

Types of Hazards

Hazards are classified into five different types:

• physical - includes floors, stairs, work platforms, steps, ladders, fire, falling objects, slippery
surfaces, manual handling (lifting, pushing, pulling), excessively loud and prolonged noise,
vibration, heat and cold, radiation, poor lighting, ventilation, air quality

• mechanical and/or electrical - includes electricity, machinery, equipment, pressure vessels,

dangerous goods, fork lifts, cranes, hoists

• chemical - includes chemical substances such as acids or poisons and those that could lead
to fire or explosion, cleaning agents, dusts and fumes from various processes such as welding

• biological - includes bacteria, viruses, mould, mildew, insects, vermin, animals

• psychosocial environment - includes workplace stressors arising from a variety of sources.

Note that some physical and chemical hazards can lead to fire, explosion and other safety
hazards.

Methods for Identifying Hazards

 injury and illness records - review your workers' compensation data and check the
incidence, mechanism and agency of injury, and the cost to the organization. These
statistics can be analyzed to alert the organization to the presence of hazards
 staying informed on trends and developments in workplace health and safety, for
example via the internet or OHS publications
 reviewing the potential impact of new work practices or equipment introduced into the
workplace in line with legislative requirements
 doing walk-through surveys, inspections or safety audits in the workplace to evaluate
the organization‘s health and safety system
 considering OHS implications when analyzing work processes
 investigating workplace incidents and `near hits' reports - in some cases there may be
more than one hazard contributing to an incident
 getting feedback from employees can often provide valuable information about hazards,
because they have hands-on experience in their work area
 consulting with employees, health and safety representatives and OHS Committee
members
 benchmarking against or liaising with similar workplaces.
 SELF – CHECK

Direction: Choose the correct answer from the choices given.

_______ 1. Anything which may cause injury or ill.

a. hazard b. risk c. chemical d. illness

________2. This hazard includes floors, stairs, work platforms, steps, ladders, fire, falling
objects, slippery surfaces, manual handling (lifting, pushing, pulling),
excessively loud and prolonged noise, vibration, heat and cold, radiation, poor
lighting, ventilation, air quality

. a.. Physical b. Mechanical/Electrical

c. Chemical d. Biological

_______3. This hazard includes electricity, machinery, equipment, pressure vessels,

dangerous goods, fork lifts, cranes, hoists

a. Physical b. Mechanical/Electrical

c. Chemical d. Biological

______4. This hazard includes chemical substances such as acids or poisons and those that
could lead to fire or explosion, cleaning agents, dusts, fibers, mists, gases,
vapors and fumes from various processes such as welding

a.. Physical .b. Mechanical/Electrical

.c. Chemical d. Biological

________5. This hazard includes bacteria, viruses, mold, mildew, insects, vermin, animals,
plants, parasites, mites and fungi.

a. Physical b. Mechanical/Electrical

c. Chemical . d. Biological
 Organizational Safety and Health Protocol

Companies must ensure that employees are protected from safety and health hazards. The
administration of an organization can pose health and safety risks if the internal environment
is not maintained and monitored appropriately by a company. Business executives must adopt
safety behaviors into their leadership practices, since companies are charged with the task of
ensuring the health and safety of their staff. As such, organizations should examine what steps
they can take in order to protect employees from risks and dangers.

Internal Factors

o The attitude a business has towards maintaining the health and safety of its employees
is an internal factor that employees rely on to be protected from dangers and threats in
the workplace. According to the U.S. Department of Labor Occupational Safety and
Health Administration (OSHA), employees have the right to feel safe while on the job,
and employers have the obligation to ensure their safety. There are many ways that
businesses can effectively manage the health and safety of their employees.

Safety Councils

o Businesses can demonstrate their commitment to ensuring health and safety measures
by creating safety management councils. These committees may be in charge of
evaluating workplace conditions and employee health risks, and then taking the proper
measures to make sure the office is well-equipped to deal with any threats. Safety
councils are often responsible for creating safety protocols and performing safety drills.

Safety Protocols

o . Developing safety protocols allows companies to keep written policies and procedures
about how to prevent hazards from occurring in the workplace, as well as provide
instructions on how to respond if employees' health or safety are threatened. Safety
protocols should be easily accessible for anyone in the company to review.

Education

o Education is an effective way for businesses to maintain their commitment to safety. By

providing training modules to employees, employers can educate staff on things like
how to stay healthy during flu season, how to prevent physical injuries on the job, how
to keep work areas sanitized and how to use protective equipment in the case of
emergencies.

Conducting Safety Drills

o Disaster drills are valuable because they teach people how to respond in a time of
urgency. Such exercises prepare people to coordinate efforts and put their safety skills
to work. Many businesses conduct safety drills, such as fire or disaster drills, to keep
employees on their toes about how to respond in the case that their safety is in danger.
These sorts of exercises are important, so employers may gather statistics, such as how
long evacuations take, which can then be used to determine more effective and efficient
ways to keep employees safe.
 SELF-CHECK

Learn your mastery in Information Sheet answering the questions below.

Test 1. Write TRUE if the statement is correct and write FALSE if the statement is
incorrect.

________1. Establishing safety protocols for the workplace is another way that companies
can positively impact employee health and safety
________2. safety protocols allows companies to keep written policies and procedures about
how to prevent hazards from occurring in the workplace, as well as provide instructions on
how to respond if employees' health or safety are threatened.
________3. The administration of an organization cannot pose health and safety risks if the
internal environment is not maintained and monitored appropriately by a company.
________4 Companies must ensure that employees are protected from safety and health
hazards.
..
________5. Education is an effective way for businesses to maintain their commitment to
safety

The trainee‘s underpinning knowledge was

Satisfactory Not Satisfactory
What is an occupational health and safety indicator?

An occupational health and safety indicator is a specific measure of a work-related disease

or injury, or a factor associated with occupational health, such as workplace exposures,
hazards, or interventions, in a specified population. Indicators can be generated by states to
track trends in the occupational health status of the working population. Examples of
occupational health indicators include counting the number of work-related deaths and work-
related pesticide poisonings.

Why use occupational health and safety indicators?

 Measure baseline health of worker populations

 Identify trends and patterns of work-related injury, illness, and death

 Anticipate early problem areas that deserve attention

 Reduce preventable workplace injuries

 Increase consistency and availability of occupational disease and injury surveillance data

What occupational health indicators are generated?

Most state public health or labor departments calculate the 19 occupational health indicators
listed below. Depending on the type of industries and jobs in a state and the availability of
data, some states have developed additional indicators to better measure worker health in their
state. At the current time,

Table 1. The 19 occupational health and safety indicators

Occupational Illnesses and Injuries Combined

Indicator 1: Non-fatal injuries and illnesses reported by employers
 Indicator 2: Work-related hospitalizations

Acute and Cumulative Occupational Injuries

Indicator 3: Fatal work-related injuries
Indicator 4: Amputations reported by employers
Indicator 5: Amputations identified in state workers‘ compensation systems
Indicator 6: Hospitalizations for work-related burns
Indicator 7: Musculoskeletal disorders reported by employers
Indicator 8: Carpal tunnel syndrome cases identified in state workers‘ compensation
systems

Occupational Illnesses
Indicator 9: Pneumoconiosis hospitalizations
Indicator 10: Pneumoconiosis mortality
Indicator 11: Acute work-related pesticide poisonings reported to poison control centers
Indicator 12: Incidence of malignant mesothelioma

Occupational Exposures
Indicator 13: Elevated blood lead levels among adults

Occupational Hazards
Indicator 14: Workers employed in industries with high risk for occupational morbidity
Indicator 15: Workers employed in occupations with high risk for occupational morbidity
Indicator 16: Workers employed in industries and occupations with high risk for
occupational mortality

Intervention Resources for Occupational Health

Indicator 17: Occupational safety and health professionals
Indicator 18: Occupational safety and health administration (OSHA) enforcement
activities

Socioeconomic Impact of Occupational Illnesses and Injuries

Indicator 19: Workers‘ compensation awards

Common health and safety indicators can be divided into two – frequency rates and incidence
rates. So what‘s the difference?
A frequency rate is an expression of how many events happened over a given period of time by
a standardized number of hours worked. An incidence rate is the number of events that
happened over a given period time by a standardized number of employees (usually lower than
the standardized number of hours).

SELF-CHECK

IDENTIFICATION : Identify the following:

1. A specific measure of a work-related disease or injury, or a factor associated with

occupational health, such as workplace exposures, hazards, or interventions, in a
specified population.
2. An expression of how many events happened over a given period of time by a
standardized number of hours worked.
3. The number of events that happened over a given period time by a standardized
number of employees (usually lower than the standardized number of hours.

Common fire hazards

Improper use and maintenance of gas stoves often create fire hazards.

Some common fire hazards are:

 Electrical systems that are overloaded, resulting in hot wiring or connections, or failed
components
 Combustible storage areas with insufficient protection
 Combustibles near equipment that generates heat, flame, or sparks
 Candles
 Smoking (Cigarettes, cigars, pipes, lighters, etc.)
 Equipment that generates heat and utilizes combustible materials
 Flammable liquids
 Fireplace chimneys not properly or regularly cleaned
 Cooking appliances - stoves, ovens
 Heating appliances - wood burning stoves, furnaces, boilers, portable heaters
 Electrical wiring in poor condition
 Batteries
 Personal ignition sources - matches, lighters
 Electronic and electrical equipment
 Exterior cooking equipment - BBQ
 Campfires

List of some typical fire and explosion issues in a fire code

 fireworks, explosives, mortars and cannons, model rockets (licenses for manufacture,
storage, transportation, sale, use)
 certification for servicing, placement, and inspecting fire extinguishing equipment
 general storage and handling of flammable liquids, solids, gases (tanks, personnel training,
markings, equipment)
 limitations on locations and quantities of flammables (e.g., 10 liters of gasoline inside a
residential dwelling)
 specific uses and specific flammables (e.g., dry cleaning, gasoline distribution, explosive
dusts, pesticides, space heaters, plastics manufacturing)
 permits and limitations in various building occupancies (assembly hall, hospital, school,
theater, elderly care, child care, prs that require a smoke detector, sprinkler system, fire
extinguisher, or other specific equipment or procedures
 removal of interior and exterior obstructions to emergency exits or firefighters and removal
of hazardous materials
 permits and limitations in special outdoor applications (tents, asphalt kettles, bonfires,
etc.)
 other hazards (flammable decorations, welding, smoking, bulk matches, tire yards)
 Electrical safety code
 Fuel gas code

Enforcement of the Fire Code of the Philippines

 Processing and review of building plans

 Fire safety inspection of buildings, establishments and other structures or facilities
covered by its implementing law
Protecting Your Life and property: Fire-proofing yourself

1. Eliminate fire hazards through good housekeeping. Regularly dispose of waste papers,
rubbish, and other flammable materials.
2. Keep matches out of children‘s reach.
3. Oil, gas, lamps, and candles should be placed away from curtains. Put out the flame
before going to bed.
4. Do not keep flammable materials like gasoline, alcohol, and paint inside the house.
5. Regularly check electrical installations, and have all frayed wirings and electrical fixtures
changed or repaired by a licensed electrician.
6. Do not overload electrical circuits by plugging additional lights and electrical appliances.
7. Blown fuses should not be replaced with wires or any metal.
8. Never leave a lighted cigarette/ cigar/ pipe unattended that may fall on flammable
materials and start a fire.
9. Always turn off and unplug all electrical appliances.
10. Never leave the gas stove while cooking.
11. Always have a handy first-aid kit in the house.

PERSONAL PROTECTIVE EQUIPMENT (PPE) Personal should only be used as a last resort.
PPE is for short term solutions only. PPE protects an employee's body from hazards. PPE must
be provided free of charge and maintained by the employer. Employers are also required to
ensure that workers are trained in the proper use of PPE.

Employees have a responsibility to use PPE in accordance with their training and safe usage
requirements. For example
  wear earplugs in noisy areas
 wear eye protection when working with hazardous chemicals
 wear gloves to protect against infection.

Specific controls to reduce risks

Select controls from as high up the hierarchy table as you can. The `elimination' method is the
safest solution. In many cases you may need a combination of controls to reduce the level of
risk. For example

 workplace design changes or task modification

 substituting an extremely hazardous chemical with a less hazardous one
 using a fume cupboard when handling the chemical
 ensuring exposure time is limited
 providing PPE to employees.

Reducing risk to an acceptable minimum will ensure optimum risk reduction for all.
 SELF-CHECK

TRUE OF FALSE: Write True if the statement is correct and False if the statement is
incorrect.

1. Employees who believe PPE is not necessary for their work or who consider it too uncomfortable to
wear run the risk of leaving themselves unprotected and vulnerable to occupational injuries.

2. The use of personal protective equipment (PPE) reduce employee exposure to hazards.

3. PPE should only be used as a last resort.

4. Employees have a responsibility to use PPE in accordance with their training and safe usage
requirements

5. Do wear eye protection when working with hazardous chemicals

 EMERGENCY RELATED DRILLS AND TRAINING

Emergency Drills – are you doing them?

What is an 'emergency drill'?

An emergency drill is a focused activity that allow staff and students and administrators to
practice specific functions. It is not a fully stimulated activity like a creation of hostage
situation as a simulation. It is a fire drill, a shelter and place drill, a lock down drill. We are
practicing a very specific function and getting a chance to test our plans will allow our people
to practice as life saving skills for what we call functional protocols. Functions that need to be
carried out during a variety of types of emergency situations and an drill is a very important
part of overall preparedness strategy.

Think back to when you were a kid in school. Do you remember the various hazard drills
you had to practice? Depending on where you lived there were fire drills, tornado drills,
earthquake drills, intruder drills, etc. The idea was that if such an incident were to happen,
everyone would know what to do without thinking about it. They would just act.

Why is it that once we get into the working world, it seems these drills go by the wayside?
Whether you are just in an office building where you could be threatened by fire or tornados, or
a shop where there could be industrial accidents like chemical spills, why is it we don‘t always
think to conduct these same ‗worst case‘ scenario drills?

It‘s time to reinstate the emergency drill. But this will not be just any emergency drill. All
businesses are different, and that means you will have specific needs that have to be met.
Think about what needs to be met in your workplace in an emergency.

PossibleThreats
In addition to the fire and nature-related threats already mentioned, are there any specific
threats that may impact your workplace (i.e. radiation leaks, chemical spills, explosions from
combustibles). If there are, you need to train your personnel on how to deal with these
situations were they to arise.

EmployeeSafety
It is important to make sure your employees know where they need to go, and how to get there,
to be safe in an emergency situation.

MachineShutdown
If you have a number of machines operating in your building, and some need to be monitored
or assisted while running so they don‘t burn up or cause more problems, you need a shut-
down procedure that can be followed quickly while still getting your employees to safety in an
emergency situation.

MaterialsSafety
If your workplace has a number of chemicals or other hazardous materials in use, it is vital
that you have measures in place to attempt to secure these materials as an evacuation or other
emergency operation is underway. Many of these types of companies have special rooms where
the chemicals are kept which can be shut and sealed off as an evacuation is happening.

You should plan regular drills with your employees to make sure they know what to do, when
to do it, and how to do it in case of an emergency. While you may not want to regularly close
down all your operations for a drill, you can go department by department, and make the
employees do a mock incident, and monitor their reactions, noting any mistakes they make in
the process.

While it may seem like an inconvenience, the more prepared your company is for the worst the
better chance you will be able to safely shut down operations and get everyone out alive and
well if the worst were to happen.
 SELF –CHECK

1. It is important to make sure your employees know where they need to go, and
how to get there, to be safe in an emergency situation.
2. You should plan regular drills with your employees to make sure they know
what to do, when to do it, and how to do it in case of an emergency
3. If your workplace has a number of chemicals or other hazardous materials in
use, it is vital that you have measures in place to attempt to secure these
materials as an evacuation or other emergency operation is underway
4. An emergency drill is not a focused activity that allow staff and students and
administrators to practice specific functions. It is not a fully stimulated activity
like a creation of hostage situation as a simulation
5. While it may seem like an inconvenience, the more prepared your company is for
the worst the better chance you will be able to safely shut down operations and
get everyone out alive and well if the worst were to happen.
 COMMON COMPETENCY

Environmental Issues and Requirements on Industries

The following are environmental issues and requirements on industries:

1. Rewards and Incentives.
 Meets staff needs and expectations
 Fairly distributed; there is an objective basis for assessing the merits of
performance; rewards are given to deserving recipients.
2. Job Conditions
 Goals/targets are clearly understood and agreed upon with the employees;
the management team and the staff identify the goals.
 Job standards are clearly understood and agreed upon with the employees.
 Good performance is reinforced by rewards.
 Sanctions are consistently enforced on non-compliance.
 Performance is strictly monitored to ensure compliance.
 Employees are given feedback regarding their progress and are given the
opportunity to explain their handicaps or difficulties in meeting the
standards.
 Consequences of performance are appropriately handled.
 Situational leadership is appropriately applied by the leaders.

3. Rapport between the employer and the employees

 There is mutual trust and respect between the employer and his employees.
 Members of the management team express their concern over employee‘
problems and difficulties on the job.
 No one is convicted for an offense without proper hearing or investigation.

4. Healthy Team Climate

 Working relationships are built on trust, respect and cooperation.
 There is an open and honest communications in the team; no suppression of
feelings.
 Conflicts and differences are confronted and dealt with constructively.

5. Favorable corporate values

 There is a high value for quality, excellence, time, cost, productivity, corporate
image, customer satisfaction, etc.
 Positive corporate values are internalized by everyone in the organization.
 Corporate values are translated into action by way of operational policies and
corporate practices.
 6. Favorable attitudes
 The members of the management team do not project biases and prejudices
against their employees and colleagues.
 No one reads meanings that do not exist.
 Discussions on controversies are focused on the issues and not on
personalities.

7. High Level of staff participation

 The staffs are given opportunities to participate in a democratic decision
making.
 The staffs are consulted on issues affecting them.

8. Challenging and interesting job

To avoid monotony, the job is made more challenging through

 Job rotation
 Job enrichment

9. Recognition of good work

 Employees are affirmed and appreciated for their efforts and good work.
 Employees are rewarded based on the merits of their performance.

10. Employees are made to understand the significance of the job.

 Employees are made to understand the importance of job orders and job
procedures.
 Employees are made aware of the consequences of their performance.

11. Misunderstanding, apprehensions and biases of employees are

confronted and resolved.
 Fears, misconceptions and apprehensions of employees are discussed with
concerned employer or employees, clarified and resolved.

Updating information
As worker in the hospitality industry, it is our duty to revise and keep
ourselves abreast of the different news and information in our work. Sources of information
may come from the following:
1. media
2. reference books
3. libraries
4. unions
5. industry associations
6. industry journals
7. internet
8. personal observation and experience
 SELF CHECK

Write TRUE if the statement is correct and FALSE if the statement is incorrect and write
your answers in the space provided for.
In order to make the job challenging and interesting, job rotation is being
__________1. practiced.
One of the favorable attitudes of superiors is they play favorite from
__________2. among their employees.
Openness and honest communications in the team; no suppression of
__________3. feelings; are some examples of healthy relationship in a team.

Fair distribution of merits will increase the productivity of employees.

__________4.

A good leader will always ask his employee to leave problems at home and
work overtime. He puts the blame to his worker for does not give advice
to resolve the employee‘s trouble.
_________5.
 WORK ETHICS REQUIRED TO WORK IN THE INDUSTRY
1. Cooperation and camaraderie.
A good citizen is always ready to help and cooperate with other members of the society.
The spirit of ―bayanihan” runs in our blood stream. Cooperation is certainly necessary
especially in this age of globalization which calls for the nation to move as one as it
competes with the rest of the world.

2. Avoidance of Conflict – A harmonious relationship is attainable if conflict is avoided.

How to minimize conflict:

 Actions and words should be done and said with due courtesy
 Practice the ―golden Rule‖ – ―Don‘t do to others what you don‘t want them to do to you.‖
 Refrain from destructive personal criticism, argument, unpleasant comments and
judgments.

HANDLING GUEST COMPLAINTS

1. Approach the complaining customer politely as you say: ―Anything I can do for you sir? Or
May I help you sir?”

2. Listen attentively; let him finish his statement before reacting. If the message is not clear,
confirm or clarify. ―If I got you right sir, are you saying that . . . . “

3. Get more details: Client: Your service is lousy. ... Worker: “What exactly went wrong sir?

4. Be calm and sober even if the customer is rude or shouting at the peak of his voice. Be
gracious and courteous no matter how irritating the customer is.

5. Be openminded; accept the facts of his complaints and refrain from being defensive.
Acknowledge customer comments even if he does not seem to be talking sense. “Your
comment is well taken, sir.”

6. Accept the clients feeling, saying something like: Í can understand how you feel, sir.”

7. Never argue or disagree or indiscreetly prove the customer wrong. If the comment is an
unsound accusation, raise your point by using the Yes-but technique. Acknowledge his
comments first before presenting your point. ―I can see that you are not satisfied with our
services, and I respect your comments. However many of our customers seem like our
services, in fact we are the best among others. . . . . .

8. If service is faulty, apologize. “I am sorry for what happened.”

9. Settle sensitive matters or problems in private so as not to place the guest in an
embarrassing situation. Example, declined credit card, shortage of cash for payment,
suspended signing privilege, etc. This matter should be referred to supervisor who will ask
waiter to request the customer to see him in a private office. Worker will tell the client:
 Excuse me sir, someone wishes to see you at the counter”, do not say: ―My supervisor is
calling for you.”
10. Never pass the buck (blame) on another person or department in an effort to defend
oneself.
11. If the guest is very upset, does not want to accept apologies or is making a fuss out of
petty matters or cannot be pacified, call the Supervisor or the manager.
12. Should a complaint or request require a delicate decision or action, or a request that run
counter to some business policies like discount or waiving service charge, etc. refer to the
supervisor.
The waiter should tell the guest: I’m sorry sir but I am not authorized to decide on this matter,
may I refer you to my supervisor?”
13. Take appropriate action immediately and assure the complaining customer that his
concern is being taken seriously and that corrective action shall be taken.
 When the customer is exhibiting scandalous behavior like shouting or uttering provocative
statements alert the security officer and get security assistance especially when violent
reactions are already displayed. However, the security officer must be discreet in dealing
with the customer. Before the security staff takes over. The head waiter must try to pacify
the customer first, get him away from the area and talk to him in private.
 Identify the problem of the customer before taking into action about their complaints.

14. Show appreciation rather than irritation upon receiving a complaint or negative remark.
“Thank you sir for bringing this matter to our attention”
“I have taken note of your comments sir, thank you for calling our attention. We
will see to it that it won’t happen again.
3. Healthy Spirit of cohesiveness

 Being physically present when a group project is being executed.

 Showing concern and interest in your group mates view and suggestions;
 Showing appreciation on each other‘s contributions;
 Taking pride

Open Communication
a. Utilize Verbal and Non-verbal means of communication. If practiced, conflict can be
worked out and genuine relationship can be developed.
 Self check

Write TRUE if the statement is correct and FALSE if the statement is incorrect and write
your answer in the space provided for.
Cooperation is not necessary especially in this age of globalization which calls
__________1.
for the nation to move as one as it competes with the rest of the world.

_________2. To minimize conflicts, one must refrain from destructive personal

criticism, argument, unpleasant comments
and judgments.
_________3. In handling guest complaint, one must approach the guest and ask
him/her to leave the premises immediately
as he is creating unfavorable atmosphere in
the area.
A harmonious relationship is attainable if conflict is avoided.
__________4.
_________5. Show irritation rather than appreciation upon receiving a complaint or
negative remark.
 INFORMATION SHEET 1.2-2
CAREER OPPORTUNITIES

Determine career opportunities in the industry.

1. Staff Training
a. Job orientation is given to all employees immediately upon hiring.
b. Employees are continuously updated of changes in company policies, products,
services and other pertinent information concerning their jobs.
c. Staff training is responsive and relevant to the staff‘s training needs.
d. Formal training is reinforced by the on the job coaching and instructions.
e. A thorough training needs analysis is conducted before a designing training
plan.
f. Employees are given opportunities to grow and develop in their career through
programs for professional advancement.
g. New recruits are rapidly turned into productive and efficient service staff.
h. There is a consistent monitoring of application of learning, errors are identified
and corrected as they arise.
i. There is a clear, convincing and well organized delivery of instructions; a well
organized lesson plan is followed.

2. Employees’ Morale, Welfare

a. Employees are appreciated and praised for their efforts and good work.
b. Employees are treated fairly and uniformly, without prejudice or discrimination.
c. Employees are given due respect; they are never humiliated or insulted.
d. There is a trust and confidence in the employees‘ capacities and abilities.
e. Employees are provided with safe working environment and safety devices.
f. Employees‘ right self expression is respected.
g. Personal Concerns, complaints and grievances of employees are acknowledged,
listened to, given time and attention.
h. Employees feel ease in approaching their superior; the boss does not appear
threatening to his staff.

3. Communications and Grievance Handling

a. Meetings are conducted regularly to discuss/resolve operational problems.
b. Hearsays or gossips are never tolerated nor entertained.
c. Diplomacy and tact are observed in dealing with infractions, complaints and
grievances.
d. Emphatic listening is demonstrated during corrective interviews and counseling.
e. There is sensitivity to the feelings and self esteem of subordinates; demeaning,
judgmental remarks are avoided.
f. Written correspondence like memos, reports, etc. are prepared in proper format
with clarity and accuracy.
g. Every employee is informed of what is expected of him; likewise told about his
progress on the job.
h. Confidential matters are kept secret, never divulged to other employees.
 i. Employees are made to understand the significance of their job and the rationale
for orders, instructions, policies, and procedures.
j. Employees are consulted on matters affecting them.
k. There is a smooth flow of communications and coordination with other officers,
departments.
l. Orders and instructions are expressed with clarity and diplomacy.
m. Oral communications are spontaneous.
n. Assertive communication is demonstrated in fighting for ideas and convictions.
There is an open objective discussion of ideas and differences.
o. There is objectivity in handling grievances of employees; the boss listens to
reasons, investigates and takes proper action.

SELF CHECK
Write TRUE if the statement is correct and FALSE if the statement is incorrect and write the
letter of your answer in the space provided for.
__________1. Employees are given opportunities to grow and develop in their career through
programs for professional advancement.

__________2. There is a consistent monitoring of application of learning, errors are not

identified and are not corrected as they arise.

__________3. Meetings are conducted regularly to discuss/resolve operational problems.

_________4. There is sensitivity to the feelings and self esteem of subordinates; demeaning,
judgmental remarks should be avoided.

_________5. There should be an objectivity in handling grievances of employees; the boss

listens to reasons, investigates and takes proper action
 INFORMATION SHEET
HYGIENE PROCEDURES

HYGIENE PROCEDURES MAY INCLUDE:

Safe and Hygienic handling of equipments, foods and beverages
 Regular hand washing
 Correct food storage
 Appropriate and clean clothing
 Avoidance of cross contamination
 Safe handling disposal of linen and laundry
 Appropriate handling and disposal of garbage
 Cleaning and sanitizing procedures
 Personal hygiene

SANITATION STANDARDS IN HANDLING

SERVICE EQUIPMENT

1. Only clean and sanitized glasses, flat-wares, china-wares and other equipment shall be
set up and to be used for service.
2. Equipment should not be exposed to contamination. Keep them in closed drawers or
cabinets, not exposed to dust or dirt.
3. Food delivered for room service must be covered to avoid bacterial contamination.
4. All service equipment must be wiped dry with clean wiping clothes to protect them from
watermarks. The clothes used for this purpose must be segregated from other wiping
clothes. They may be identified by color coding.
5. Service equipment like bowls, glasses and cutleries must be handled properly.
6. Bowls should be underlined with appropriate plate under-liner and never to be served
with the finger touching the rim.
7. Avoid touching the food and utensils with bare hands. Use scooper for scooping ice;
serving spoon and fork for dishing out foods.
8. When serving straw or napkin, never hold them with bare hands. To protect them from
bacterial contamination, either serves them with their wrappers or in their respective
dispensers.
9. When serving additional utensils or napkin, place them in a small plate to avoid direct
contact with the hand.
10. The thumb should be kept away from the plate to avoid touching the sauce, meat or
dish.
11. When setting up flat-wares and glasses, avoid leaving finger marks on them by carrying
them in trays or with a cloth napkin.
12. Never serve food and cutleries that have fallen on the floor
13. To avoid contamination, food must be covered when it is not served immediately
14. Avoid placing foods on top of counters or tables.
15. Never serve utensils, cups, glasses or plates that are oily, wet or with finger marks,
spots or lipsticks. Remove them from the station and replace them with clean ones. Use hot
water to remove grease.
16.Air dry china wares after coming from the dishwasher
 17. Do not stack dishes too high. Only chinawares can be stacked using the decoy system.
This means chinawares of the same kind and size should be stacked together.

18. Avoid handling in bouquet. Hold footed glasses on the stem and high ball glasses on
the base.

19. Never put flatwares/silverwares into glasses. Place them in their appropriate container.

20. Follow the 3 S‘s (scrape, stack and segregate) when bussing.

21. Trays must be handled with the palm and not the fingers holding the plate.

SELF CHECK

TRUE or FALSE. Write TRUE if the statement is correct and FALSE if the statement is
incorrect and indicate your answer in the space provided for.
Equipment should be exposed to contamination. Keep them in open drawers or
________1.
cabinets, exposed to dust or dirt.
Bowls should be underlined with appropriate plate under-liner and never to be
________2.
served with the finger touching the rim.
When serving additional utensils or napkin, place them in a big plate to avoid
________3.
direct contact with the hand
The thumb should be kept away from the plate to avoid touching the sauce,
________4.
meat or dish.
Avoid placing foods on top of counters or tables.
________5.
 REGULAR HANDWASHING
Learning Objective: After reading this information sheet, you must be able to:

 Perform proper hand washing

STEPS TO EFFECTIVE HAND WASHING

1. Turn on warm water to a comfortable temperature.

2. Wet hand and apply liquid soap.

3. Rub hands together vigorously for no less than 15 seconds, covering all areas of the
hands and wrists.

4. Rinse hands under warm water until soap and dirt are rinsed away. Leave the water
running while you dry your hands.

5. Dry hands with a disposable paper towel or with a clean, single use cloth towel.
 6. Turn water off using a paper towel instead of your bare hands. Turning the taps off with
your bare hands will allow germs and bacteria to re-infect your hands.

Service Providers must wash their hands:

 Upon arrival to the workplace

 Before and after meal times and before handling any food
 After using the toilet
 After handling body fluids from sneezing, coughing, wiping or blowing noses, or from
open sores
 Before preparing food
 After handling raw or uncooked foods, especially raw meats and poultry
 After coming into contact with detergents or bleach while cleaning the workplace
 After handling disposal of soiled linen and laundry
 After handling garbage
 SELF CHECK

TRUE or FALSE. Write TRUE if the statement is correct and FALSE if the statement is incorrect
and indicate your answer in the space provided for.
The first step to proper hand washing is to turn on warm water to a comfortable
________1.
temperature.
Service providers should wash their hands before and after meal times and
________2.
before handling any food.
Dry hands with any paper towel or with single used cloth towel.
________3.
After handling garbage, wipe hands with your apron and proceed to work station.
________4.
Turn water off using a paper towel instead of your bare hands. Turning the taps
________5.
off with your bare hands will allow germs and bacteria to re-infect your hands.
 AVOIDANCE OF CROSS- CONTAMINATION

Cross-contamination is the transfer of pathogenic (disease-causing) microbes from

contaminated foods (usually raw) to other foods, either directly or indirectly. It is a major cause of
food poisoning, but is easy to prevent.
Consider the following:

1. Always wash your hands before preparing food, and after handling raw foods.
2. Wash hands, dishcloths, chopping boards or any kitchen utensil that has been in
contact with raw food because they are all high on the risk list for cross-contamination.
3. Cover any cuts with waterproof bandages and do not prepare food for others if you are
sick or have a skin infection.
4. Remember that all raw foods are potential sources of contamination and store them
separately from ready-to-eat foods. For example, in the refrigerator, store raw meat and
poultry below other foods and put them on a plate to prevent dripping. It makes no
difference if the raw material is free-range or organic. The risk is the just the same.
5. Never use the same utensils for preparing raw and cooked foods. This might be easily
overlooked when preparing a barbecue. Use separate utensils and plates for raw and
cooked meat.
6. Do not prepare salads on cutting boards that have been used for raw meat. It is a good
idea to have a cutting board that is used only for meat. Clean all utensils thoroughly
with hot water after use.
7. Cleanliness in general, is essential. Kitchen work surfaces should be regularly cleaned
with hot water and detergent and kept free of domestic pets.
8. Dishcloths, tea towels, hand towels and aprons should also be washed frequently at
high temperature. After use, dry them quickly to prevent the multiplication of any
microbes present.
9. Floor cloths must obviously be kept separately, but maintained in the same way.
10. Ideally, cutlery and crockery should be allowed to drain and dry naturally, or by using a
dishwasher.
11. Lastly, cleaning agents and other items that contain antibacterial agents may be
effective in limiting cross-contamination, but they are not completely effective. They
should be regarded as an additional barrier and not as a foolproof safeguard.
 SELF CHECK

TRUE OR FALSE. Write TRUE if the statement is correct and FALSE if the statement is incorrect and indicate
your answer in the space provided for.

Wash hands, dishcloths, chopping boards or any kitchen utensil that has been
_________1. in contact with raw food because they are all high on the risk list for cross-
contamination.
Do not cover any cuts with waterproof bandages and prepare food for others if
_________2.
you are sick or have a skin infection.
You can use the same utensils for preparing raw and cooked foods.
________3.

Floor cloths must obviously be kept separately, but maintained in the same way.
________4.
Cleaning agents and other items that contain antibacterial agents may be
________5.
effective in limiting cross-contamination, but they are not completely effective.
 HYGIENIC PRACTICES

Personal hygiene

 Washing of the body and hair frequently.

 Frequent washing of hands and/or face.
 Oral hygiene—daily brushing and flossing teeth in avoidance of bad breath.
 Cleaning of the clothes and living area.
 General avoidance of bodily fluids such as feces, urine and vomit.
 Not touching animals before eating, or washing hands thoroughly between touching
and eating.
 Holding a tissue over the mouth or using the upper arm/elbow region when coughing
or sneezing, rather than a bare hand. Alternatively, washing hands afterwards.
 Suppression of habits such as nose-picking, touching the face, etc.
 Not licking fingers before picking up sheets of paper.
 Not biting nails.
 Wear clean underwear and clothing daily.
 Washing hands after using toilet.
 Not borrowing towels, hair brush and other personal things.

Food safety

 Maintain good food and cooking hygiene to prevent food poisoning

 Cleaning of food preparation areas and equipment for example using designated cutting
boards for preparing raw meats and vegetables.
 Thorough cooking of meats
 Institutional dish sanitizing by washing with soap and clean water.
 Washing of hands after touching uncooked food when preparing meals.
 Not using the same utensils to prepare different foods.
 Non-sharing of cutlery when eating.
 Not licking fingers or hands while or after eating.
 Proper storage of food so as to prevent contamination by vermin.
 Refrigeration of foods (and avoidance of specific foods in environments where
refrigeration is or was not feasible).
 Labeling food to indicate when it was produced (or, as food manufacturers prefer, to
indicate its best before date).
 Disposal of uneaten food and packaging.

Medicine

 Use of bandaging and dressing of injuries.

 Use of protective clothing such as masks, gowns, caps, eyewear and gloves when
preparing foods.
 Sterilization of some utensils and kitchen wares.
 Safe disposal of waste.
Grooming

The related term personal grooming/grooming means to enhance one's physical

appearance or appeal for others, by removing obvious imperfections in one's appearance or
improving one's hygiene.

Grooming in humans typically includes bathroom activities such as primping: washing

and cleansing the hair, combing it to extract tangles and snarls, and styling. It can also include
cosmetic care of the body, such as shaving and other forms of depilation.

Strictly observe the following grooming standards:

HAIR

 Clean, neatly combed, no dandruff

 Ladies hair should be clipped on both sides or breaded ( if it is long)
 Length of man‘s hair should not go beyond collar and the side hair must not cover the
ears
 Bangs should be avoided.

UNIFORMS

 Must be comfortably fit, no sagging hemline

 Properly buttoned; sleeves should never be folded or rolled
 Clean and well pressed; free from stains nor wrinkle

FACE

 Men- free of beard and mustache

 Ladies must have light and appropriate make –up that should be retouched from time
to time.
 Free from pimples and blemishes

MOUTH

 Free from bad breath, mouthwash to be used to ensure fresh breath

 No tooth decay

EARS

 Clean and free from visible dirt inside and the outside
 Earrings are never appropriate for men. Ladies in uniform should never wear dangling
earrings

BODY

 Free from body odor, deodorant to be used daily after bath

 Daily bath/shower is a must
 FINGERNAILS

 Clean and free form dirt

 Men- nail should be short and properly trimmed
 Ladies- avoid very long fingernails and must always be clean and well manicured. If nail
polish is used, they should look clean, fresh and not tattered.

SHOES AND SOCKS

 Should be clean and well polished, heels in good condition

 Socks must be changed daily

SELF CHECK

TRUE or FALSE. Write TRUE if the statement is correct and FALSE if the statement is incorrect and indicate
your answer in the space provided for.
Daily brushing and flossing teeth is necessary in order to avoid bad breath.
_________1.
Grooming includes cosmetic care of the body, such as shaving and other forms
_________2. of depilation.

Men- nail should be short and properly trimmed.

_________3.
Earrings are appropriate for men. Ladies in uniform should always wear
_________4. dangling earrings.

Ladies must have light and appropriate make –up that should be retouched
_________5. from time to time.
 PROPER STORAGE OF EQUIPMENT

Ways of proper storage of equipment

1. Clean and wipe dry all equipment before storing them.
2. In sorting:
 Scrape all left over by hand;
 Sort dishes according to size;
 Stack dishes in separate pile;
 Invert cups and saucers when placing them in racks;
 Place silver wares in trays for pre-soaking;
 Pre-soak glass cream servers;
 Place silver wares for pre-soaking.
3. In racking:
 Rack dishes according to size.
 Do not overcrowd dishes. Overcrowding results to poor cleaning and increase the
possibility of a breakage.
 Rack silverwares in special containers with their handles down. Do not overcrowd
them. The ideal is 15 pieces per compartment.
 Stack trays evenly and wash them separately.

4. Handle dishes by the edge; cups and silver by the handle, stemmed glasses by the stem
and tumblers by the base.

5. Keep the dish storage area clean at all times, protected from pest infestation.

6. Keep dish/rack away from the exit end of the machine.

7. Arrange and keep linens according to its kind, color, sizes and texture.
 SELF CHECK

TRUE OR FALSE. Write TRUE if the statement is correct and FALSE if the statement is incorrect and indicate
your answer in the space provided for.
Do not clean and wipe dry all equipment before storing them.
________1.
Keep the dish storage area clean at all times, protected from pest infestation.
________2.
Invert cups and saucers when placing them in racks.
________3.
Handle dishes by the edge; cups and silver by the handle, stemmed glasses by
________4.
the stem and tumblers by the base.
Arrange and keep linens according to its kind, color, sizes and texture.
________5.
 Health, Safety & Security in the Workplace

Requiring safety gear such as a hard hat and reflective vest is one way to maintain
workplace safety.

Safety, health and security in the workplace are important to workers and to the general
morale of the employees of a company. Much of this is common sense, but there are
government agencies and regulations that govern this aspect of
running a business in order to ensure the health and safety of
the workforce.

Safety refers to procedures and other matters taken to keep

workers from being injured or getting sick. Security overlaps
safety somewhat because it can also mean protecting workers
from injury, but it is broader and refers to other threats as well,
such as sexual harassment and theft. Business owners have an
interest in the health of their employees, not only because they
provide health insurance and workmen's compensation
insurance for them, but because a healthy environment
increases productivity.

Safety Measures

Businesses can take measures to ensure that their workplace is safe. They can look for
the least hazardous equipment or material. They can separate workers from specific known
hazards, via protective clothing and equipment or architectural features. They can provide
adequate ventilation to protect against fumes. They can enact rules and procedures that
promote safe practices.

Security in the Workplace

Security measures vary depending on the industry and other specifics relating to each
business. Some of the considerations with regard to security include the following: Computer
and Internet-related activity; crisis management; prevention of theft and fraud; prevention of
violence; electronic security systems and alarms; providing and restricting access to various
parts of the physical facility to authorized personnel; and protection of company secrets,
trademarks and copyrights. Each business will address these in different ways, which will
include rules and policies, physical security measures such as locks and alarms and plans to
be enacted in the event of an emergency.

Small Businesses

The Occupational Safety & Health Administration oversees workplace safety. Its
function is to help employers get hazardous materials and circumstances out of the workplace,
keep workers from being injured, killed or becoming sick, and take responsibility for safety in
the workplace.

Government Agencies
 One of the aspects of maintaining a productive workplace is making sure that there are
effective health, safety and security procedures in place. Effective procedures protect your
employees, customers, guests and facilities from harm and damage. Review your health and
safety procedures regularly with your management team to see if any changes need to be made
to make the policies more effective.

Health

An effective health policy that protects and informs employees and managers within your
company is one of training and education. By helping your staff to better understand how to
prevent disease in the workplace, you can reduce the fear that may set in when a traditional
health risk, such as flu season, comes around. Education can also help you and your staff
better understand the reality of communicable diseases, how they affect those that do not have
them and what the threats they pose.

Safety

Creating a safe workplace can be a matter of creating good safety habits. According to
Inc.com, one of the more common workplace safety hazards is falling. Create a policy of
clearing common walkways and removing potential tripping and falling hazards. Use barriers to
mark areas where employees could fall such as high stairways and open floors. Teach your
employees to be mindful of where they are walking, and get your entire staff involved in
creating a safer workplace. You can also post hazard signs around the workplace to remind
employees of areas where they should pay attention, and make the wearing of safety gear
mandatory in areas where it is applicable.

Security

Making sure your facility is secure is a major part in reducing workplace stress. Most
businesses today recommends using a badge system that allows only authorized personnel into
the facility at any time. When an employee is laid off or terminated, be sure to get their badge
to prevent that employee from re-entering the building to perpetrate a violent act. Install
surveillance cameras so that people entering and leaving the building can be seen. You should
also put surveillance cameras in your parking lot to give your employees an added sense of
security.
 SELF CHECK

Write TRUE if the statement is correct and FALSE if the statement is incorrect and write your
answers in the space provided for.
Safety, health and security in the workplace are important to workers and to
__________1. the general morale of the employees of a company.
Safety refers to procedures and other matters taken to keep workers from
__________2. being injured or getting sick.
Businesses can take measures to ensure that their workplace is safe by
looking for the most hazardous equipment or material. They can separate
workers from specific known hazards, via protective clothing and equipment
__________3. or architectural features.

To help employers get hazardous materials and circumstances out of the

workplace, keep workers from being injured, killed or becoming sick, and take
responsibility for safety in the workplace.
__________4.

One of the aspects of maintaining a productive workplace is making sure that

there are effective health, safety and security procedures in place.

_________5.
How to Implement Workplace Health Safety & Security Procedures
Deal with emergency situations.

Some policies and procedures are specific to a particular workplace.

Each workplace has to comply with health and safety regulations, but workplaces vary, and the
specific policies relevant to each must be set down,
implemented and monitored. There are rules on health and
safety that apply to all workplaces, such as fire regulations,
and some which are relevant to specific workplaces. An
example of the latter would be the regulations on transporting
hazardous material, which would only apply in particular
circumstances or to particular companies.

Written policies and procedures

1. Follow correct procedures on staff safety.

Ensure that all staff members are aware of their

responsibilities regarding the Occupational
Health and Safety Administration (OSHA) regulations. Staff should comply with
general workplace policies and procedures on attending mandatory training
sessions and following protective clothing rules. Appoint a suitably qualified
person to be in charge of implementing health, safety and security in your
workplace.

1. Ensure that correct protective clothing is provided.

Ensure the staff receives the correct training on health and safety procedures. Keep a
training log detailing this training and reminding you of when refresher sessions are
necessary. Ensure that staff members have copies of particular policies and procedures
when they join the organization. Ask them to sign to confirm that they have read these.
Issue appropriate personal protective equipment and clothing. Provide correct changing
facilities, and, where appropriate, laundry facilities.
2. Ensure that all health, safety and security procedures are regularly monitored.
These should be revised in the light of new developments or accidents that highlight
inadequacies. Detailed accident records must be kept. New laws on workplace health
and safety must be incorporated into policies and procedures. Those in charge of the
implementation of these policies must regularly update their own training.
3. Tips & Warnings

 Ensure all written warning notices are properly displayed and visible.

 Over familiarity and overconfidence may lead to

accidents; even the most experienced staff needs regular training on
health, safety and security.
 Self check

Write TRUE if the statement is correct and FALSE if the statement is incorrect and write your
answer in the space provided for.
__________1. Each workplace has to comply with health and safety regulations, but
workplaces vary, and the specific policies
relevant to each must be set down,
implemented and monitored.
_________2. There are rules on health and safety that do not apply to all workplaces.
_________3. Staff should comply with general workplace policies and procedures on
attending mandatory training sessions and
following protective clothing rules.
__________4. All health, safety and security procedures are not required to be regularly
monitored.
_________5. All staff should undergo training on health and safety practices.
CUSTOMER
“Customers are the most important person in the organization. They are
not dependent on us --- we are dependent on him.
They are not an interruption of work… they are the purpose of it. We are
not doing them a favor by serving them… he is doing us a favor by giving us the
opportunity to do so.
Customers are not a cold static… they are flesh and blood; a human being
with feelings and emotions like our own, and with biases and prejudices.
They are not someone to argue or match wits with. Nobody ever won an
argument with a customer.
A customer is a person who brings us his wants and needs. It is our duty
and job to handle them in a way that profits both him and us.”
Two Kinds of Customer
Satisfied Customer
Whose needs and expectations were met
May or may not return to do business with the company again
Feelings may be between neutral and good
Loyal Customer
Whose expectations were exceeded
Felt delighted with the product and service
Will usually help with the business through word-of-mouth advertising
Will stay with the company even when there is new competition

Defining Quality Customer Service

 The quality of service given to customers.
 The ability to constantly satisfy the needs of a company‘s internal (ex. Co-workers) and
external customers (ex. Clients)
 Not just about satisfying customer alone, it is about delighting customers so that they
will continue to do business with the company.

Reasons behind Quality Customer Service

Growth in service providers in today‘s business
Customer‘s expect it
It makes economic sense
To the customer, you are the Company
BENEFITS OF Quality Customer Service
Increased Sales
Delighted Loyal Customers
More Customers Through Repeat Business & Recommendations
Great (Public) Image
An Edge Over Competition

Zones of Customer’s Expectations

1: Zone of Indifference
(Unstated/Expected)
Customer expects his basic needs and wants to be fulfilled.
Respect and courtesy are good examples of these expectations.
Zone 2: Zone of Satisfaction
(Stated/Expected)
Customer tells the company what he wants and what he expects to happen.

Six Elements in Quality Customer Service

1. Make a good (and lasting) impression
2. Show competence by listening to customers
3. Create personal relationships with your customers
4. Give customers more than what they expect
5. Resolve conflicts quickly
6. Thank people for their business and value their feedback
 Self Check

Direction. Write TRUE if the statement is correct and FALSE if the statement is incorrect and
write your answer in the space provided for.

____________1. Customer service providers can make or unmake a company.

____________2. Customers judge a company by the kind of people who serve them.

____________3. Quality customer service is the ability to constantly satisfy the needs of a
company‘s internal (ex. Co-workers) and external customers (ex. Clients)

____________4. One can just go out with his guest or customers even during his/her
duty.

____________5. Always thank people for their business and ignore feedback.