Download - Develop Practice through Reflection [edited]
Tony Tan Keng Hong
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New CET campuses to train Singaporeans and thus enhance local workforce employability
Singapore business and employment landscape are undergoing some drastic changes in the past one year, and
may see more changes in the future. Local businesses are likely to undergo overhaul due to changing local
landscape and volatile global economic or political conditions.
External conditions such as recession or political turmoil in other countries and internal factors such as
government policies (past liberal immigration and labour policy) are some factors that affect business and
employment landscape here. Since late 2011, the government has announced a number of ‘shocking’ labour
policy changes in bid to remedy the social problems. However, these policies may have unsettled companies
especially the small-medium enterprises (SMEs).
Singaporean workers are not spare too! For many years, ‘blue-collar’ workers have their wage been depressed
due to huge influx of foreign workers. To make matter worse, rising costs like food and housing outstripped
the pace of rising individual’s income. And in recent years, local PMEs are also not spare by wage stagnation
and competition from foreign PMEs.
I shall use an analogy to describe how changing labour policy affects Singaporeans (individual and
businesses). For many years, the head of family, a father allowed water to flow freely from the tap without
restrictions. One day, the father realized the rising cost of water bill; yet their household’s income remains
stagnant. He ordered to lock up the tap and limits the family members to use half a pail of water each day.
Despite plea from family members, he refused to give in. Naturally, the family members will feel
uncomfortable with sudden change. The family members will need to take a longer time to adapt the changes.
It is heartening to note the government trying hard to remedy the problems by pumping more resources to
upgrade workers’ skills and companies’ productivity through Workforce Development Agency (WDA) and
other government agencies [e.g. IRAS -Productivity and Innovation Credit (PIC)]. By 2013, two national CET
campuses are ready to train 150,000 Singaporeans annually.
We can expect more local companies to have a Singaporean-core workforce than before. The restructuring
may strengthen our local sectors like retail, financial services, logistics and construction making it more
resilience against external conditions. This is important as our local sectors are our second wing (the other is
high-value manufacturing sector) to sustain overall economic growth and enhance local workforce
employability. SMEs employ more than 70% of the local workforce.
How a company can attract and retain its rank-or-file or PMEs employees? (a) Professionalize the business
operations which Low’s commented a SME will have to identify the strengths and weaknesses in its
processes. (Magdalen Ng, 2012), (b) Benchmarking Best Practices (such as Businesses for Families
Framework) and he also commented some of the technique are very basic; it is all about identifying and
reducing waste. (Magdalen Ng, 2012) and (c) Training staff which Allen Law from Park Hotel noted
Training, he added, also helps the group retain staff, a boon in the hospitality industry where turnover is
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Tony Tan Keng Hong
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common (Jessica Lim, 2012). Park Hotel is an approved WSQ Approved Training Provider (ATO). It means
employees that undergo internal training can be awarded with WSQ competency standard (Statement of
Attainment). These are some ways companies may adopt to fight against the new norm.
My Core Learning Values:
1. Improvement of Professional Practice
2. Adaptability and Resilience
Source: http://www.facebook.com/LearnSG
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Tony Tan Keng Hong
3
In this module, a number of Reflective Practice theory models are been introduced. Each model has it unique
way in presenting how individual can apply to reflect in their professional works.
Brookfield’s Critical Reflection theory used four lenses to assist individual to Reflect (autobiographies) on
one past experiences or works, Feedback / Assessment (two lenses – learners and colleagues) from fellow
colleagues / friends / family members and Collecting fact (theoretical literature) through reliable sources such
as newspaper or technical journal.
Feedback / Assessment (two lenses – learners and colleagues)
In the workplace, I tend to give free-hand for employees to make their own operational decision (e.g. giving
one or two dollars discount for repeated customers); so long it does not affect the overall company financial
performance or operational efficiencies. Employees are strongly encouraged to provide feedback or
suggestion.
This year, the company has engaged consultant (via Spring Singapore’s assistance scheme) to provide
consultancy services on human resources (HR) and service diagnosis. The consultant has identified gaps and
provided useful information and template to professionalize our operational process. Some examples are HR
hiring process; formalize job description; staff wage and benefits. The consultant shall also assist the company
in establishing corresponding initiatives required to address the requirements stipulated under the Businesses
for Families Mark Framework.
Early October 2012, I attended a HR workshop (conducted by ASME and supported by WDA) covering broad
range of HR policy including the re-employment legislation (which take effect in January 2012). The
workshop gave insightful information on re-employment policy and guidelines; what and how company
should do without flouting the re-employment legislation as well to protect the company’s interest. Besides
attending workshop, the company is also funded to receive an e-performance appraisal system. The company
is expected to implement policy on re-employment and implement e-performance appraisal for all staff.
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Tony Tan Keng Hong
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Collecting fact (theoretical literature)
Whenever, I happened to read interesting newspaper or magazine’s article ranging from business to social
affairs, I tend to compile in hardcopy or softcopy.
Sample articles compiled, to elaborate in details in the portfolio assignment.
An interesting quote in Lianhe Zaobao’s article(经验谈); loosely translated:
during one life time, one will encounter different things. Some people may feel
scare but others may take the initiative to learnit. ‘If you don’t enter the tiger
den, how are you able to cuddle the cub?’ Only one dare to try and not afraid of
failure, one day you will see changes and new development. Never too late to
learn! In a newspaper article highlighted by Magdalen Ng (2012), Mr Saw business owner of Jia Jia Wang
first started his businesss as a wholesales parallel importer (in 1993). Due to changing business environment
and competition, he shifted the business focus from wholesales to importing eggs and beancurds; and learning
new skills to make noodles and bread. With his adaptability and resilience mindset, his factory rose from
strength to strength and now supplies a range of products such as noodles and buns to hawkers and
supermarkets like NTUC Fairprice.
In helping local SME to professionalize their operational process, Spring Singapore together with its external
partners developed two tool-kits on customer service and HR available free for SMEs. These tool-kits
provided useful information and templates to apply in the company. I’m able to use the tool-kits as training
material to train my employees on customer service.
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Tony Tan Keng Hong
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Reflect (autobiographies)
While doing this particular assignment, I took out my CV portfolio, reviewing the past jobs’ letter of
appointment, certificates received, results transcript. The last time I dug up these stuff was years ago (perhaps
ten years ago). At the end of DACE’s seven core modules, I would have compiled my professional
development portfolio containing updated personal resume and a range of my personal and career
development information for this unit’s oral presentation.
From the consultant’s review and assessment, employees’ feedback, attending workshops and compiling
insightful articles aided my learning curve. Everyday is a learning day for every one of us. It helped me to
apply appropriate tools in making critical personal or business decision. To summarize, reflective practice
involves thoughtfully considering and critically analyzing our actions and own experiences with the goal of
improving our professional practice (Barry Johnson & Mandy Geal, 2005).
References
1. Barry Johnson & Mandy Geal (2005), Trainer Development: Understanding, Training Journal.
2. Jessica Lim (2012), Staff tailor service to different hotel guests, The Straits Times, 27 September, p.
B13
3. Magdalen Ng (2012), To survive small firms must boost productivity, The Straits Times, 15 August, p.
B13
4. Magdalen Ng (2012), Savouring success with healthier fare, The Straits Times, 7 November, p. B10
5. Yanqin Lin (2012), SME’s talent dilemma, http://www.todayonline.com/People/EDC121117-
0000009/SMEs-talent-dilemma, 17 November
6. 杨妍 (2012), 让顾客成为永远的回头客, Lianhe Zaobao, 25 October, p. 34
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Tony Tan Keng Hong
6
Improve Professional Practice 提高专业实践
It took many months of hard works in getting the salon to achieve the Businesses for Families Mark
accreditation. This is just the first step to redefine the company’s retail business after the declining sales of
wellness machines before 2010. The Ups and Downs of business operations and personal problems (2007 to
2009) have made me a stronger person now. The preparation for Mark Accreditation ‘forces’ management and
staff to look into our daily job scope/activities and operational procedures; and then formalising a systematic
way in doing things like a customer service service standard workflow. See artifact 1: BFC Mark
Accreditation Presentation powerpoint-slide.
On WSQ framework and focus
Beside relying on the course material provided, I also managed to source from various public domain on how
to develope/contextualise WSQ courses and more information about WSQ Frameworks such as Service
Excellence and its Competency Units (the 3 CUs within Certified Service Professional). I also attend briefing
session conducted by WDA on Organisation Accreditation (in-house and public ATO) to familiarise the
requirements for getting ATO accreditation. See artifact 2: Service Excellence WSQ Framework Roadmap.
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Tony Tan Keng Hong
7
Be Adaptable and Resilient 适应性强,有坚韧
Newspaper quotes
In my first assignment, I mentioned that regularly collect
interesting article/quote/case study from newspaper and
magazine for future references like using it for DACE
assignments. It rather coincidence or unlucky didn’t
managed to get suitable English one as artifact on
Organisational Business and HR Management. These
are one of the few interesting quotes in Chinese. These
collections enabled me to receive authentic learning
through others’ experience and advice.
In order for an organisation to grow, it needs to have a
strong foundation and system in Organisational Business
and HR Management. A good leader need not necessary
be highly-educated with a helicopter’s view He must be
able to connect with the ground, work and show empathy
with the different group of people.
Mr Lim Hock Chee, Sheng Siong founder is one of them which we can learn from. I attended a conference
and he was one of the key-note speaker. Before he began the speech, he was frank with the ground he will
deliver his speech in Mandarin because not proficient enough to speak in English (with English translation
through powerpoint slides). See artifact 3: Sheng Siong founder, Mr Lim Hock Chee’s powerpoint slide at
the Step Up & Transform Conference organised by Spring Singapore (25 March 2013 at Singapore Expo).
I’ve come to realise today whether you are in business or employed, one need to Improve in his/her
Professional Practice in order keeping relevant with industry trend and knowledge. Today, the world’s
economic, political and social landscape are revolving at a faster rate and volatile; communication/networking
becoming seamless mobility. One needs to be on the dot and react 24 hours, 7 weeks and 30 days! Be
Adptable and Resilient.
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