BSHM 70

Professional Development and Applied Ethics

MODULE III

Personality
Development:
Self-Management
Strategies

Prepared by:
JOLINA S. BAYBAY, MBA
INSTRUCTOR II
 Topics

IQ-EQ-AQ in the Tourism Communication Skills

Industry

Focus on social skills Etiquette and Decorum

Personal Branding and

Image Enhancement Interviewing Skills
IQ-EQ-AQ IN THE TOURISM INDUSTRY
The tourism industry characteristically has a high
turnover of employees especially in sectors and
companies where work burnout is common.
The IQ, EQ, and AQ of both managers and
employees are constantly put to test.
• INTELLIGENCE QUOTIENT (IQ)- above- average
to high IQ is valued in the tourism industry.
• EMOTIONAL QUOTIENT – frequent interactions
and the people oriented nature of the industry
prompted many managers to place considerable
and heavier weight on EQ of applicants.
• ADVERSITY QUOTIENT – productivity, capacity,
performance, innovation and morale.
FOCUS ON SOCIAL SKILLS

The excellent social skills, also referred

to as soft skills, of a tourism professional or
worker will be advantageous in the long
term. Social skills are the essence of a
person’s EI or EQ.

Top 10 Soft Skills Expected Of Future

Hospitality And Tourism Professionals
➢ Customer Service ➢ Languages
➢ Networking ➢ Commitment
➢ Communication ➢ Self-efficacy
➢ Flexibility ➢ Multitasking
➢ Organizational Skills ➢ Cultural Awareness
PERSONAL BRANDING AND IMAGE
ENHANCEMENT
Every employee enters the industry or
organization as a raw neophyte and not yet
fully-developed. One has to work his way
toward the peak of his career by constantly
seeking self-improvement.
Tourism or hospitality industry
professionals
• must always look good
• must speak and behave in a
professional manner
PERSONAL BRANDING AND IMAGE
ENHANCEMENT
Grooming and Hygiene

Professional Image – reflection of the

entire organization
- credibility and integrity
- efficiency, productivity and morale
- good will and improved network
-leads to personal growth and career
development
PERSONAL BRANDING AND IMAGE
ENHANCEMENT
Grooming and Hygiene
What influences professionalism in appearance?
• Professional Standards – specific standard
looks (ideal and pleasing)
• Organizational Norms – uniforms & accessories
• Physical features (body & face) – appropriate
attire to physical features if no uniforms required
• Personal Taste and fashion sense – provided
that they are not too loud and eccentric
• Suggestions from one’s circles, media, and
trends – seek opinions and advises
• Wardrobe budget and other limitations –
basic classic items in the closet
PERSONAL BRANDING AND IMAGE
ENHANCEMENT
Grooming and Hygiene

Hygiene – the way a person takes good care of his

body (clean, smell good, healthy-free from disease)
Grooming – the way employees present
themselves to the public; how a person looks
(attire, accessories, makeup, styling)
Hygiene Tips
Grooming Tips
PERSONAL BRANDING AND IMAGE
ENHANCEMENT
• Attire for meetings
• Simple, comfortable, and professional-looking
• Limit to one to three colors only
• Limited (max. 3 pcs.) and small accessories
• Proper wardrobe mix-matching (mono-color or
complementing)
• Attire for presentation
• Professional-looking, tasteful, and comfortable
• Dress for your audience: check out the
occasion and theme.
• Pay attention to details: no wardrobe defects or
malfunction.
• Avoid distractions: focus on the topic, not on
clothes.
PERSONAL BRANDING AND IMAGE
ENHANCEMENT
• Attire for Social Events
• Elegant, tasteful, fashionable, and comfortable
• Check out the occasion and theme or dress code.
• The overall look must be well-coordinated
(makeup, accessories, etc.).
• Anticipate activities in the event: Will you be able
to participate comfortably?
• Attire for Travel
• Tasteful, comfortable, and coordinated
• Travel light (number of days, daily wardrobe).
• Anticipate temperature and weather changes.
• Welcome event and time for a wardrobe change
• Time management
(delayed flight, check-in luggage,
change plane, connecting flight, etc.)
PERSONAL BRANDING AND IMAGE
ENHANCEMENT
Attire for field work
• Professional-looking, comfortable, light
• Business to smart-casual
• Consider number of days when packing a
wardrobe.
• Anticipate weather and temperature forecast
• Who are you interacting with?
PERSONAL BRANDING AND IMAGE
ENHANCEMENT
What does smart-casual look like?
Communication Skills

Communication with customers or guests is

manifested in many possible ways, such as:
• Verbal Communication(verbal instructions,
greetings, meetings, inquiries, complaints,
interviews, investigations, presentations,
suggestions, conversations, phone calls)
• Written Communication (correspondences,
welcome letters, policies and procedures, e-
mails, social media posts, text messages)

• Nonverbal or visual communication (smile,

facial expressions, hand signals, level of
confidence, posters, signages, handshake)
Communication Skills

Tips for a Good and Effective Communication

• Always check audience engagement.

• Listen actively (ask questions and
acknowledge).
• Use jargon among colleagues only.
• Practice brevity (keep sentences direct
and concise).
• Manage or control any brewing
misunderstanding.
• Be relatable (be personalized for credibility
and impact).
• Be genuine and transparent (a proof of
sincerity).
Communication Skills

Communication per se has eight purposes:

• to inform and create awareness

• to address concerns
• to express oneself
• to promote action
• to influence perception
• to build rapport and trust
• to educate and understand better
• to modify behavior
Communication Skills

Communication Process
Communication Skills

How Communication is Filtered

Communication Skills

Types of Communication in the Corporate World

• Passive Communication. The employee tends to

agree with everything he is told.
• Passive-Aggressive Communication. The
employee tends to be submissive on some issues
but contradicts on other issues.
• Aggressive Communication. Constant hostile
attitude and behavior toward colleagues and
most likely exudes a vigorous personality.
• Assertive Communication. The employee takes
responsibility for himself and his actions without
blaming or making judgment on other people.
Communication Skills

6 characteristics of assertiveness in
communication are shown through:
• Eye contact: The employee demonstrates interest and
shows sincerity.
• Body posture: The posture enhances the significance
of the discussion (i.e., typically slightly leaning forward).
• Gestures: The employee's appropriate gestures help add
emphasis.
• Voice: One's well-modulated tone is more convincing.
• Timing: Good timing maximizes receptivity and impact.
• Content: The choice of words in one's narrative evokes
conviction in what a person wants to say.
Etiquette and Decorum

Etiquette – set of rules indicating the

proper and polite way to behave. It refers to
the conduct or procedure required by good
breeding or prescribed by authority to be
observed in social or official life. (Merriam-
Webster)
• Manners define a person.
• Professionals need to gain the trust of
their clients. Our decorum can make or
break a deal. Manners reflect some of our
innermost values
• Our manners reflect our personality,
education, and culture.
Etiquette and Decorum

Why is it important to practice social

skills and business etiquette?
• First impressions last, and they may open
doors for many employees.
• They also facilitate one's relationships at
work and in business.
• They are also helpful in terms of career
advancement opportunities
• They are good for business and the
organization
Etiquette and Decorum

There are numerous aspects and applications

of etiquette, and these are as follows;
• Basic and Professional Telephone Skills
• Meeting Etiquette
• Business or Client Presentation Etiquette
• Dining Etiquette
• Lobby and Reception Etiquette
• Elevator Etiquette
• Office Etiquette
• Banquet and Event Etiquette
• Seminar and Conference Etiquette
• Transportation Etiquette
• Interview Etiquette
• Internet Etiquette
Etiquette and Decorum

There are numerous aspects and applications

of etiquette, and these are as follows;
• Basic and Professional Telephone Skills
• Meeting Etiquette
• Business or Client Presentation Etiquette
• Dining Etiquette
• Lobby and Reception Etiquette
• Elevator Etiquette
• Office Etiquette
• Banquet and Event Etiquette
• Seminar and Conference Etiquette
• Transportation Etiquette
• Interview Etiquette
• Internet Etiquette
Etiquette and Decorum

Dining Etiquette
When, one is invited to formal events or
in fine dining restaurants wherein the table
setting is extensive, it can sometimes get
overwhelming and be confusing, with the
cutlery uses first.
Remember to start using the
outermost pieces of cutlery and working
inward. Typically, one would first use the
appetizer or salad fork, followed by the
soup spoon, and then, the dinner fork and
knife.
Dining Etiquette
Dining Etiquette
Interviewing Skills

As an intern or new employee, you will

most likely undergo different types of
interviews in the organization. Some
interviews involve fellow employees and
superiors while some may involve external
stakeholders like customers or guests,
suppliers, and representatives of government
agencies.
Interviewing Skills

Types of Internal Interviews

• Selection Interview - job interview
• Appraisal Interview – work performance
evaluation results communicated to employees
• Coaching Interview - guiding the employee to
perform better
• Counseling Interview - involves an
unacceptable work performance or behavior
that needs to be corrected
• Discipline Interview - convey a strong message of
reprimand and rejection of the quality of
performance,
• Exit Interview – ascertain the true reason for the
employee's exit; improving certain policies,
procedures, and standards in the company
THANK YOU!
Activity #1
Activity #2

ESSAY QUESTION
One of the most common clichés is
"The customer is always right." Do you
agree? Are there exceptions to it? Can you
give an example? Discuss your answers in
70 to 80 words only. Submit your essay
online through the class group chat.