HOSPITALITY MANAGEMENT

2ndSemester
A.Y. 2020-2021

Course:Professional Development & Applied Ethics

Course Code: PRODEV

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

Coverage: Premid / Week 3

Topic/s:
 Workplace Etiquette

Learning Objectives:
1. Determine the skills of each individual to become a better person;
2. Develop ones outer and inner self in order to bring about positive change to life;
3. Recognize the importance of workplace etiquette as professional approach;
4. Appreciate good manners and proper decorum.

To do list/Activities:
1. Brief sharing
2. Readings
a. Workplace Etiquette
3. Answer Formative Assessment

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Topic 1: Workplace Etiquette

Lecture Discussion

Workplace etiquette
Career comes from the French word carrier which means road to a racecourse, It is
defined by the oxford English dictionary as a person course or progress through life , it is a
series of related jobs held over a period of time .Therefore it is understood that career covers
a range of aspect in an individual’s life learning, and work . Career is frequently understood
to relate to the working aspects of an individual.
Career may also denote an occupation or a profession that usually involves a special
training or formal education and skills about lifework. In this case a career is seen as a
sequence and skills related jobs usually pursued within a single industry or sector.
Planning the career- In planning career several considerations should be considered
parents most of the time have their suggested profession, an individual will have his own
choice according interest or how he is inspired by the people in the environment.
Competencies essential in the workplace.

1. Establishing focus- the ability to develop and communicate goals in support to the
business mission.
2. Providing motivational support- The ability to enhance others commitment to
their work.
3. Fostering teamwork- as a team member the ability and desire to work cooperatively
with others on a team as a team leader the ability to demonstrate interest, skills and
success in getting groups to learn to work together.
4. Empowering others- The ability to convey confidence in others, ability to be
successful, especially at challenging task,delegating significantlyresponsibility
andauthority slowing others to decide how they will accomplish theirgoals and resolve
issues.
5. Managing change- The ability to demonstrate support for innovation and for
organizational change needed to improve for the organization s effectiveness, initiating
sponsoring and implementing organizational change helping others to successfully
manage organizational change.
6. Developing others- the ability to delegate responsibilities, and to work with others
and coach them.
7. Managing performance- the ability to take responsibility for one’s own member’s
performance by setting clear goal and expectations tracking progress against the goals
ensuring feedback and addressing performance problem and issues promptly.
8. Attention to communication- the ability to ensure that information is passed on to
others who should be kept informed
9. Oral communication- the ability to express clearly in conversation and interaction
with others
10. Written communication – the ability to express oneself clearly in business writing.

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 11. Persuasive Communication- the ability to plan and deliver oral and written
communication that make an impact and persuade their intended audience
12. Interpersonal awareness- the ability to notice interpret and anticipate others
concern and feelings and to communicate this awareness empathetically to others
13. Influencing others- the ability to gain support for ideas, proposals, projects and
solutions.
14. Building collaborative relationships – The ability to develop maintain and
strengthen partnership with others inside or outside the organization who can provide
information assistance and support.
15. Customer orientation - the ability to demonstrate concern for satisfying ones
external and internal customers

Self-Management competencies
 Self-confidence - Faith in one’s own ideas and capability to be successful willingness
to take an independent position in the face of the opposition
 Stress Management- the ability to keep functioning effectively when under pressure
and maintain self-control in the face of hostility or provocation
 Personal credibility - demonstrated concern that one can be perceived as
responsible, reliable and trustworthy
 Flexibility – openness to different new things willingness to modify ones preferred way
of doing things willingness to modify.

When one is working in the company, hiring the best person entails more than just the
competencies one can offer, understanding their personality is also necessary factor that will
determine if they are the best fit for the job at hand. Proficiency in the given function is very
important but determining if these applicants have the desired soft skills in the priority in the
hiring process, Soft skills involve the ability to solve issues and concerns with speed, ability to
lead and the ability to motivate, are among the most sought soft skills possessed by
prospective employees.

The top ten (10) traits employers seek out in the candidate according to study initiated by
carreerbuilder.com in 2014 includes the following:

• Hardworking - persistent and persevering in performing task

• Dependable - highly reliable especially during trying moments
• Positive - optimist who believes that things can be done
• Self-motivated- have the initiative to achieve goal
• Team oriented- works well within a team and be a leader as well
• Organized - knowledgeable in managing task
• Works well under pressure- can stand the imminent work stress
• Effective communicators- can express himself effectively
• Flexible- ability to adjust the demands of work

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• Confident believes in what he can do and contribute to the company

Other specific personality traits are being demanded from the worker according to the
business and industry and as a globalized person should possess the following personality
traits of a good professional.

1. Can engage in multitasking – being a globalized professional means being able to

perform several functions all at the same time, the ability entails speed, focus, and
presence of mind.
2. Can Innovate- Companies need someone who can being about organizations in the
midst of chaos, someone who can think on the most innovative and effective way. He is
a thinker, and a doer combined
3. Can be a leader – there is an urgency to hire people who possess leadership skills,
someone who is a risk taker who can decide well, can lead others can speak his mind
and can efficiently motivate others.
4. Can represent the company and its goals- those who can be assertive for the team and
the company can sell the company goal oriented individual and who understands the
company’s target.
5. Can be committed -organizational citizenship behavior is a result of the globalized
industries need for workers, who are not only efficient but are committed for the
company, they are willing to go to extra mile for the organization. Committed employees
are the company’s competitive advantage.

Behavior at work

Our behavior / attitude at work are very important as we are dealing with different
personalities at work. We also consider this as human relations, here in human relations is the
art of knowing people, relating with them and maintaining, keeping their friendship. Human
relations deals with individuals as individuals and as member of a group it deals more
closely with each individual especially in the workplace.
Contacts with other people are momentous, proper courtesies may lead to friendship
while impoliteness creates havoc.
No two individuals are alike not even twins, each person is a unique being with own
skills and, thus it needs a special knack and skills to understand and handle persons behavior.

Human relation influences

1. Family- The family is the smallest part of the society its where one’s attitude is
molded from the very start of his childhood

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 2. Friends- Good friends are treasures and investment. We invest in friendship when we
can offer and render them our thoughtfulness , ideas, love, and good things done to
them.
3. Community- the community is a place where we spend the rest of our waking hours
. Involvement in the affairs of the community elicit cooperation and willingness to
participate in community projects. Good attitude and enthusiasm are contagious and be
contaminate people in the community. Enthusiasm reflects confidence, spreads good
cheer raises morale inspired associates , arouses loyalty and laugh at adversity .
Enthusiasm can help eliminate jealous, envy rivalry and intrigues that are very
common at work.

How to achieve good human relation

Good human relation helps one behave professionally and makes him a better person.

 Be a good listener, Talk in terms of the others persons interest.

 Never forget to say a kind and encouraging word to or about somebody, praise good
work done, regardless of who did it, criticize helpfully or constructively never spitefully.
 Be interested in others and be interested in their welfare.
 Be cheerful and communicate cheerfulness , keep the corners of your moth turned
up.
 Talk about your own mistakes before criticizing the other person.
 Discourage gossip and make it rule to say nothing about another unless it’s
something good
 Do things to make people feel important

“The Ostrich complex”

One can stop being a head in the sand ostrich and learn to deal with problems with
simple tips from expert,
The ostrich complex is a habit of handling problems by avoiding them or pretending they
do not exist, explains Dr.Eliot Weiner, a clinical psychologist, in lake Oregon ,
Weiner who is the author of the Ostrich Complex says the syndrome shows itself four
different ways
1. Procrastination- When one does not face the problem by putting it off
2. Perfectionism- refusing to take an action if one can get everything to come our
perfectly
3. Denial- pretending that a problem simply does not exist
4. Collecting- acting as though you are disregarding little irritants but actually storing
them up for inevitable explosion

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In order to free oneself from this type of behavior common in the workplace, the following are
the tips

• Treat the problem objectively as though they were happening to somebody else
• Advertise your problem to others and appeal for help
• If your perfectionist tries being late for a meeting or deliberately make a spelling
error in a report
• Don’t try to do everything yourself
• Delegate lesser duties so that you can grapple with the most important issue
• Dump secondary problems.
• Delay dealings with them a day or two
• Divide your goal into manageable stages and handle them one at a time
• Don’t simmer unproductively all day long
• Set aside time to get rid of anger through a wholesome safety valve like exercise.
• Write a letter to express how upset you are, but don’t sent it , putting your thoughts
down in paper will help you release your trapped feelings and face problem squarely
• Relax and try to imagine the best and the worst possible scenarios to resolve problem

In order to have possess proper behavior at work learn the following:

1. When there is nothing good to say better be silent
2. Keep promises
3. Always say kind words
4. Be interested in others
5. be cheerful
6. Be open minded
7. Let your virtues speak for themselves
8. Don’t hurt others feelings
9. Keep your disposition sweet
10. Have a good sense of humor

Travel Etiquette

Knowledge of good manners adds to one’s self-confidence and is of great help in

developing one’s personality. Those who practice good manners are posed and at ease ,
Manners are the ways of conduction oneself , It includes gentleness , modesty, dignity .it is
neatness and correctness of dress in the home and in society .It is saying the right word at the
proper time and proper place ,It includes several forms of kindness like hospitality and
tolerance , Decorum is propriety and good taste in behaviors , speck dress, etc. One who
observes decorum can gain the respect of others and is admired by those around him. People
expect us to have good manners or to observe decorum at home in school in the office in
the movie and most of all when we travel.

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 Exploring a new destination and immersing yourself in the culture of its citizens is an
immensely rewarding experience. However, it can be even more rewarding if we, as travelers,
take care to observe the customs and travel etiquette of the places we visit. In some countries
it is okay to slurp your soup, whistle for a cab or point with your index finger. In other
countries, it is not. You have to be mindful when you travel. The locals are essentially hosting
you in their home country.
Learn as much as you can about the place you are travelling to.

While there is a lot to be said for ‘learning on the job’, it also pays to be prepared.
Read up on the customs, history and culture of your destination. The more you know about a
country and its citizens, the smaller the odds are that you will overstep your bounds. Besides, it
is fun! You learn all sorts of interesting trivia in the process. e g. did you know many Russians
refuse to shake hands over a threshold? They believe it leads to an argument. Now, that is a
super interesting titbit to work into conversation with fellow travelers on the coach.

Remember you are a visitor.

Always regard locals as your hosts and let them go about their normal routines. Don’t
expect them to make space for you on the train/tram/bus. This is their day to day and they
might be on their way to work or school. Always be courteous in your interactions, and you will
reap the rewards. Most people are eager to help and engage with a friendly person, no matter
where they are from. Also,

There are rules for a reason (stick to them)

If it states no bicycles on the promenade, there is a reason for it. If the locals don’t
want you swimming in the canal, there might be a health or safety risk. Take note of signage
in and around areas, you are exploring and if you are not sure, ask. However, rule of thumb, if
the locals are not doing it, you should not either.

Learn some of the language & lingo

In Greece nodding your head is considered to be impolite. It is better to say “yes”

instead. In the Netherlands, it has considered rude to shout a greeting. Each nation has its own
preferences when it comes to language and greetings. It can be a good idea to read up a bit
about basic language uses. Greeting a person in their native tongue is one of the most powerful
introductions you can ever have. Even if you can only say ‘hello’, ‘goodbye’, ‘thank you’ and
‘please’ in the language of the country you are visiting, you already have an advantage. Nelson
Mandela famously said, “If you talk to a man in a language he understands, that goes to his
head. If you talk to him in his language that goes to his heart.” This adage rings true
throughout the world. While we are on the subject of greeting – make sure you knows what
kind of greeting is the norm in the place you are visiting. Some nations shake hands, others
kiss on the cheek, and some even do not do physical contact at all and suffice with a respectful
bow. Knowing your boundaries where this is concerned helps a lot.

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 Be mindful when taking selfies
Taking a selfie in a foreign destination is very tempting. After all, you want a visual
keepsake of your time in this wonderful place, and possibly share it with your followers on
social media as well. Like travel etiquette, you also get selfie etiquette. First, be careful about
who/what you include in the background. For instance, taking a selfie while you are touring
erstwhile concentration camps in Germany is just not respectful. Second, a selfie stick is not
welcome everywhere. In some countries, it can be seen as a weapon and museums do not
allow it as a rule. Be careful where you use it, and always keep the people around you in mind
when you are trying to find the perfect angle.

Mind your manners in restaurants

Trying local cuisine is a big part of exploring a new culture. The food will be both
interesting and different and you might not like the taste. However, always remember that it is
the traditional food of the country you are visiting. While we are on the topic of restaurants –
do some research regarding tipping before you make your way to your destination. In some
country’s gratuity is expected; in others, it could be offensive. If you are not sure, check with
your tour guide. It is always better to be prepared

Dress appropriately
Yes, you are on holiday and you are allowed to wear whatever makes you feel
comfortable. However, be cognizant of the fact that certain modes of dress are frowned upon in
certain countries and places. For instance, you cannot go into a synagogue with bare shoulders
and flip flops. Nor can you walk into a shopping Centre in France in your pajamas. Make sure
you keep it stylish, and when in doubt, cover up to the knees and elbows to be on the safe
side.

Keep controversial opinions to yourself

When it comes to travel etiquette, we cannot mention opinions and discussion points.
Many countries throughout the world have complicated politics and difficult histories. If you
have a controversial opinion about something like communism, the Holocaust or a country’s
president/ruling party, rather keep it to yourself. or at least be mindful about the fact that the
locals might be sensitive about specific topics, especially about politics and religion.

Only bargain when appropriate

Bargaining is practiced every day in markets around the world. In some places, it is
expected and part of the culture. However, when bargaining is done disrespectfully it becomes
embarrassing for the seller. Bear this in mind when you try to bring down the price of a
keepsake. Also, never try to bargain in a traditional brick-and-mortar store. Prices don’ t have to
be adapted for you just because you’re a tourist. In many countries, the citizens depend on the
income they make from tourism, so rather pay full price if you are unsure about whether
bargaining is appropriate. Once again, knowledge is power. There are ways to find out what a

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good price is to pay. Ask a local at the hotel you are staying at or ask someone that know the
country/region what they would they would pay.

Never, ever, litter

There is not a single country in the world that does not frown upon littering. Stash your
trash. Certain countries have public bins that are sorted according to the type of waste you
can deposit. Read signs and adhere to the guideline

Be a nice human

In short – be the nicest version of yourself. Keep your local hosts and fellow travelers in
mind at all times. No man is an island; our actions have consequences. Even if you do manage
to breach an obscure code of conduct in a foreign country, a sincere apology normally does the
trick. Go with the flow and learn as you go – it’s as simple as that

Discussion Question:
1. What influences human relation?
2. How can you achieve good human relations and explain each?

References:

A. Books

E. Magalona “Personality Development” by Mindshapers publishing, 2018

C. Sanchez and S. Avelino “Personality Development and Human Relations”

B. Internet Sources

Professional Development: https://bit.ly/3pKMvVi

Ethics: https://bit.ly/2X6B5io