CHAPTER 3

• IQ-EQ-AQ

  Intelligence Quotient-Emotional Quotient-Adversity Quotient
• Tourism industry


  • High turnover of employees
  • Work burnout is common
• INTELLIGENCE QUOTIENT (IQ)


  Above-average to high IQ is valued in the tourism industry.
• EMOTIONAL QUOTIENT (EQ)


  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 (AQ)


  Productivity, capacity, performance, innovation and morale
• Top 10 Soft Skills Expected Of Future Hospitality And Tourism Professionals

  • Customer Service
  • Networking
  • Communication
  • Flexibility
  • Organizational Skills
  • Languages
  • Commitment
  • Self-efficacy
  • Multitasking
  • Cultural Awareness
• Social skills


  Also referred to as soft skills, the essence of a person's EI or EQ
• Personal branding and image enhancement

  Employees must always look good and speak and behave in a professional manner
• What influences Professionalism in appearance?

  • Professional Standards
  • Organizational Norms
  • Physical features
  • Personal Taste and fashion sense
  • Suggestions from one's circles, media, and trends
  • Wardrobe budget and other limitations
• 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)
• Attire for different occasions

  • Meetings
  • Presentations
  • Social Events
  • Travel
  • Field work
• Communication skills

  • Verbal Communication - verbal instructions, greetings,meetings, inquiries, complaints, interviews, investigations...
  • Written Communication - welcome letters, policies
  • and procedures, emails...
  • Nonverbal or visual communication - smile, facial expressions, hand signals
• Tips for good and effective communication

  • Always check audience engagement
  • Listen actively
  • Use jargon among colleagues only
  • Practice brevity
  • Manage or control any brewing misunderstanding
  • Be relatable
  • Be genuine and transparent
• Purposes of communication

  • 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
• Types of communication in the corporate world

  • Passive Communication
  • Passive-Aggressive Communication
  • Aggressive Communication
  • Assertive Communication
• 6 Characteristics of assertiveness in communication

  • Eye contact
  • Body posture
  • Gestures
  • Voice
  • Timing
  • Content
• Etiquette


  Set of rules indicating the proper and polite way to behave
• Manners define a person. It also reflect our personality, education, and culture.
• Aspects and applications of etiquette

  • 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
• Dining etiquette

  Start using the outermost pieces of cutlery and working inward
• Professional Image


  reflection of the entire organization.
• 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 onother people.
• Types of Internal Interviews

  • Selection Interview/Appraisal/Coaching/Counseling/Discipline/Exit
• 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