FT 212 Module 4: Personality Development & Guest Relation PDF

Republic of the Philippines **DR. EMILIO B. ESPINOSA, SR. MEMORIAL STATE COLLEGE** **OF AGRICULTURE AND TECHNOLOGY** **College of Industrial Technology** http://www.debesmscat.edu.ph l Cabitan, Mandaon, Masbate **MODULE \# 05** **Subject:** FT-212- Personality Development with Guest Relation...

Republic of the Philippines **DR. EMILIO B. ESPINOSA, SR. MEMORIAL STATE COLLEGE** **OF AGRICULTURE AND TECHNOLOGY** **College of Industrial Technology** http://www.debesmscat.edu.ph l Cabitan, Mandaon, Masbate **MODULE \# 05** **Subject:** FT-212- Personality Development with Guest Relation **Course** : BSIT- FT 2A, 2B & 2C **Course Description:** Different Facet of guest relationship management; analysis of the key components of Customer Relation Management (CRM) and integration within an organization. **Topic:** Integration of Personality Development **Week: \# 13-17** **Hours: 15 hours** **Learning Objectives**: At the end of the unit, the students must have: - Identify aspects on the integration of Personality Development in an organization. - Perform Personality Development in both communication skills and non- communication skills. - Integrate Personality Development in an Organization. - Evaluate one' s learning **Integration of Personality Development** **Integrated Personality** --is one in whom various aspects of personality are working in a harmonious and effective manner. The integration of personality is the integration of all psycho-physical traits of personality. - According to Guilford, Integrated personality emerges from the synthesis of seven traits **psychology, needs, interests, attitude, temperament, aptitude** and **morphology.** - In wood worth's opinion, an integrated personality is one in which the several traits, interests, and desires are combined in an effective harmonious unity. - According to Freud, integrated personality results from the integrated functioning of id, ego, and superego. **Characteristics of Integrated Personality** - In an Integrated personality, mind and emotions, desire and determination, and all mental activities work in an organized way. - There are no conflicts in an integrated personality. - In such a person, his ambitions and aspirations are in accordance with his objectives are realistically attuned to the required physical energy. - An integrated personality is flexible, strong, and organized as well as balanced. - Harmony between one's abilities and capacities. -.Harmony among one's interests. - Harmony between one's abilities and interests. - Harmony between one's self concept and social constraints. - Harmony between one's life goal and social codes of conduct. - What can you do if you are having problems communicating with a guest? Use your best judgement in order to get your message across and take steps to communicate more efficiency. Here are the steps you should follow: Remain calm Repeat the question slowly Judge the customer's comprehension by his/her response Use body gestures to get your message across Ask them to wait Alert your supervisor **Request repetition or clarification of questions or requests** Asking for repetition or clarification can save a lot of time and reduce stress in the workplace. People often find it difficult or embarrassing to ask guests to repeat themselves, but it could prevent a lot of problems. Asking for clarification if you have misunderstood will limit mistakes made due to lack of understanding and improve your overall performance at work. **Asking for repetition** It is essential that you ask for repetition if you don't understand instructions or requests. Failing to do so could result in poor work performance and unnecessary delays. Here are some ways to ask a person to repeat themselves: Can you repeat that, please? Would you mind saying that again? Sorry, I didn't catch that. Can you go over that again, please? **Asking for clarification** You must make sure you fully understand the requests that you hear. First, repeat the request back to the guest. If you are still not completely sure what to do, ask for clarification. Here are some ways to ask for clarification: You would like me too.....? Can I make sure I understood that correctly? So, I should...? What would you like me to do? What should I do when I finish that? **Offer to fulfill guest's request in a timely manner** Fulfilling a guest's request is only half the battle. You must also complete the task in a professional, timely manner. International guest are often businesspeople that have very urgent needs. It is essential to deal with customer requests as quickly as possible and to respond to their requests with appropriate language that informs them about timing. **Responding to requests** Here are some expressions to learn: Right away, sir/madam Of course, I'll do/bring it immediately I'll get you one right away One moment, I'll check for you Of course, I'll be right back I'll bring you another as soon as possible In order to make appropriate responses to requests, you must know the difference between countable and uncountable nouns. - **Countable Nouns** Countable nouns are thing that we can count. Examples of countable nouns: Pens People Dogs Phones Rooms - **Uncountable Nouns** Uncountable noun are thing that we cannot easily without a unit of measurement. Examples of uncountable nouns: Water Milk Air Bread Cheese **Structures to practice** You may use I'll + Verb to offer assistance to a guest. Use one, some, another, some more instead of repeating the noun in your response. Examples: 1\. A: I'd like an apple, please. B: Certainly. I'll get you one. 2\. A: Can I have some water? B: Yes, I'll bring some right away. 3\. A: I can't find my towel. B: No problem. Housekeeping will bring you another immediately. 4\. A: We don't have any more shampoo. B: I'll send you some more right away. Provide explanation and apologize if unable to answer the questions or fulfil request No matter how well- prepared you are, you will never be able to fulfil every guest's request or answer every question. Sometimes requests can be unreasonable and impossible to meet. In that case, you should be prepared to give an explanation and apologize to the guest. **Giving polite explanations** Use the short form of be, do, and can to offer explanations. Examples: She's not working today. The pool isn't open now. We don't have any rooms available. I can't reserve you a table. **Ways to say 'I'm sorry'** There are many ways to apologize in English. However, you must determine the appropriate level of formality before you can express it properly. Examples: Sorry I'm sorry I'm very sorry I'm terribly sorry I'm afraid that I apologize I regret to inform you that. Offer to seek help from other source if unable to fulfill guest's request/s or answer questions The staff at most workplaces function as a team, with certain employees responsible for specific jobs. That means that you will not always be able to fulfil every guest's request, but sometimes your colleagues can help. In a professional setting, you must be able to refer to your co- workers in front of your clients without seeming dismissive. **Asking guests to wait** Sometimes you will have to ask guests to wait while you ask a colleague for help. Examples: Please wait a moment Just a minute, please Please wait here One minute, please I'll be right back, sir/madam. **Referring to the colleague** Occasionally you will have to ask a colleague for help, but you must know the polite ways to do so. First, ask the guest to wait. Then use one of the following expressions, Examples: Just a moment, please. Let me ask One minute, please. Allow me to call Wait here, please. I'll ask. **NON-VERBAL COMMUNICATIONS** It's Includes using of pictures, signs, gesture and facial expressions for exchanging information between persons. It is done through sign language, action language, or object language. Non- verbal communication flows through all acts of speaking or writing. It is a wordless message conveyed through gesture (sign), movements (action language) and object language (pictures/ clothes) and so on. Further non-verbal communication can be identified by personal space (proxemics, body language, and kinesics), touch (haptics), eyes (oculesics) sense of smell (olfactics), and (chronrmics). **Body Language** is a term for communication using body movements or gestures instead of, or in addition to sounds, verbal language or other communication that are verbal language. This includes the most subtle of movements that many people are not aware of, including winking and slight movement of the eyebrows. In addition, body language can also incorporate the use of facial expressions. Although they are generally not aware of it, many people send and receive non-verbal signals all the time. The technique of 'reading' people is used frequently. For example, the idea of mirroring body language to put people at ease is commonly used in interviews. It sets the person being interviewed at ease. Mirroring the body language of someone ease indicates that they are understood. Body language signals they have a goal other than communication. One of the most basic and powerful body-language signals is when a person crosses his or her arms across the chest. This can indicate that a person is putting up an unconscious barrier between themselves and others. It can also indicate that the person's arms are cold which would be clarified by rubbing the arms of huddling. **Consistent eye contact** can indicate that a person is thinking positivity of what the speaker is saying. It can also mean that the other person doesn't trust the speaker enough to '**'take his eyes off''** the speaker. Lack of eye contact can indicate negativity. On the other hand, individuals with anxiety disorders are often unable to make eye contact without discomfort. **Disbelief** is often indicated by averted gaze, or touching the ear or scratching the chin. When a person is not being convinced by what someone is saying, the attention invariably wanders, and the eye will stare away for an extended period. **Boredom** is indicated by the head tilting to one side, or by the eyes looking straight at the speaker but becoming slightly unfocused. A head tilt may also indicate a sore neck, and unfocused eyes may indicate ocular problems in the listener. Interest can be indicated through posture extended eye contact. **Deceit** or the act of withholding information can sometimes be indicated by touching the face during conversation. **PERSONAL GROOMING** Grooming means dressing well, to be presentable to others. You may want to give a little more attention on how you dress at work because what you wear may be substantially influencing your career path. Although nothing takes the place of talent, hard work, innate ability and ambition, looking your professional best in the workplace can give you a Competitive advantage. It simply means dressing in a way that projects an image of the sophisticated, successful working individual you are or would like to become. When you are fresh and well groomed, it creates a positive impression. Research has shown that good looking people have a 20% advantage over the not so groomed ones. If you are a genius, perhaps you can get away with anything. If you are not, though, here are some basic rules to conform to: **GROOMING- MEN**  **DRESS**: As a rule, the simpler the better.  **SHIRTS COLORS:** White, Off white, pale, blue shirts are preferred; though you may wear dark colored shirts too.( given below are the colors preferred by professionals). It is important to button up your shirt till the collar button.  **TROUSERS:** They should preferably be dark though you may wear beige and with a dark colored shirt. Try to have at least one pair of black trousers. Trousers may or may not have pleats.  **TIES:** To play it safe choose a traditional silk tie, No loud colors or patterns. Given below are some well accepted colors in patterns....you may be wise to avoid ties with images and designer logos. Your tie should co-ordinate with your attire the knot should be a perfect triangle. Do not enter a clinic like this (observe the tie and the shirt button).  **SHOES:** Wear a good pair of leather shoes- black and brown/tan shoes.Shoes must be polished everyday do not wear shoes that look casual. Also, do not wear shoes with worn out heels.  **SOCKS:** Choose a color that coordinates with your trousers (usually black, dark gray,, dark brown or dark blue).Make sure they are long enough not to expose your skin when you sit down. As a thumb rule, do not wear white socks. Wear clean socks to avoid bad odor.  **BELTS:** Wear only formal belts with a sleek buckle. As thumb rule, match your belt to your shoes.  **WATCHES:** Preferably wear leather strapped watches. If you wear a metal strapped watch, make sure that it fits the wrist well.  **HAIRSTYLES:** Hairstyles should be clean and neat, avoiding extreme style or colors, and trimmed above the collar leaving the ear uncovered. Sideburns should not extend below the earlobe or onto below the corners of the mouth. Men are expected to be clean shaven, beards, are not acceptable. Earrings and other body piercing are unacceptable. **GROOMING --WOMEN**  **DRESS:** You may wear Salwaar kameez or formal shirt/trousers. Preferably choose small prints or self-colors. And tight fitting clothes Avoid plunging necklines, sleeveless. You may wear a tunic with a pair of formal trousers.  **HAIR:** Extreme style or colorations, or unnatural colors.  **SHOES/SANDALS:** Shoes with 1 1/2- inch heels are standard. You may wear a pair with smaller heels or a flat pair. Stick with a black/brown pair. Be sure your shoes are polished and that your heels are intact. Do not wear colorful sandals. Avoid heels and sandals with heels. Avoid white colored sandals as they get dirty easily. If you do, clean them well.  **BAGS:** Apart from your working bag if you are carrying an additional bag, preferably, carry a black or a brown one.  **ACCESSORIES**: **Earings:** Wear stubs or small rings, Do not wear hoops or dangling earrings. **Bracelets/Bangles**: You may wear either a bracelet or a bangle. Avoid chunky bracelets or too many bangles. **Rings:** Keep them simple and not chunky. **Chains:** You may wear thin chains with small lockets. Do not wear ornamental/chunky jewelry even if it is an occasion. **References:** - https://www.skillsyouneed.com/ips/questioning.html - START CONVERSATIONS AND DEVELOP GOOD RELATIONS WITH GUESTS. Pdf., by Wayne Crosbie, Alan Hickman, Quentin Derrick, Alan Maguire, c. William Angliss Institute of TAFE, 2012, pp.9-18