CHAPTER 1

AT THE END OF THE LESSONS, STUDENTS WILL BE ABLE TO:

Explain the importance of positive attitude and passion towards profession in tourism and hospitality industry.

Summarize how positive attitude benefits the co-workers, business, community and industry.

Give examples of behaviour that shows self-esteem and self confidence

Discuss the impact of first impression on customers.

ATtITUdE Is EVErYthINg

How much do you see of an iceberg?

Iceberg phenomena is also applicable on human beings….

KNOW TO OTHERS

UNKNOWN TO OTHERS

KNOWLEDGE & SKILL

ATTITUDE

SKILL=82%kNoWLEDgE=96%haRDwORK=98%AttiTUDE=100%

The positive character react and interact with his or her surrounding with manner and goodness-cara dan kebaikan

a positive state of mind or feeling; disposition that yield a good result

a positive way of saying and doing in our life which involve physical, emotional, expression, communication and mental

Is a result of a positive belief system founded on positive values

You can do everything, but no t all once You can do everything, if its important

enough for you to do You can do everything, but may not be

the best at everything You can do everything, but there will be

limitations You can do everything, but you’ll need

help

Donkey Good and nothing Useless Kept glamorous

Seldom….Donkey is HARDWORKING ANIMALS AND LOYAL

WE TREAT PEOPLE AND SITUATION IN THE SAME MANNER AS WE DO WITH DONKEY

WE DISCOUNT THE GOOD OF THEM

WE ONLY AT THE NEGATIVE SIDE ANT START REACTING..ISNT IT?

To increase return customer To attract more tourist To increase customer satisfaction To create more chance and

opportunities To upgrade our industry more active

and popular To increase profit Can improve patient among employees

To produce a quality service for a guest To reduce problem To avoid major consequences Makes problem solve easier To achieve higher standard of service

provided To increase number of well trained staff Can improve image of the industry

To make customer feel comfortable and happier

Improve teamwork To attract foreign and domestic investor Improve customer relation Make the industry more familiar to the

world Improve product quality Promotion by good mouth to mouth

Make life more easier Can treat problem as a challenge Will treat failure as a lessons in life Easily motivated to achieve the goal Happier doing a work Have healthier body and mind Fell free and less stress Easily to get promoted

Improve interpersonal relations Can easily gain respect from others Build as a creative thinker Can increase salary Can be a good leader/ manager Rewarding based to achievement Work in happy peers Job security

Can cope during trouble Can developed a successful business More/easy to get customer Firmly fixed economy Can attract share

partner/partnership/investor More branches can be open Can develop the power of believe at customer Can improve productivity Can gain more profit Can stabilize our business

The place around us will be progressive or develop

Creating a community that is less unemployment

Can have a better life Family income will be increase Improve community skills Can decrease the crime rates Makes the community more harmonies

and peaceful

To increase and improve productivity Many investor will be invest in the

industry Development country easily develop

(improve economic) Good relation among competitors To increase return customer To attract more tourist To increase customer satisfaction

“A STABLE SENSE OF PERSONAL WORTH OR WORTHNIESS”

-MORRIS ROSENBURG (1960s)-

- “THE EXPERIENCE OF BEING COMPETENT TO COPE WITH THE BASIC CHALLENGES

OF LIFE AND BEING WORTHY OF HAPPINESS”

- -NATHANIEL BRANDER (1965)-

Psychology to reflect a person’s overall evaluation appraisal of his own worth

DISPOSITION TO EXPERIENCE oneself AS COMPETENT TO COPE WITH CHALLENGES OF LIFE AND AS DESERVING OF HAPPINESS

All about the thing that we do in our life Can be positive self-esteem

Negative self-esteem

Self-esteem involve self relevant and emotions

Be able to say ‘yes’ and ‘no’ when be able to

INVOLVEINVOLVE INVOLVEINVOLVE

Belief- “I am competent”

Emotions- Triumph, despair-berputus asa, pride, shame

Particular dimension- “I believe i am a good son, and fell proud of that in particular’

Hardworking Dedicated person Always think positively

A positive and realistic perception of ourselves and our ability

Knowledge that you can do something and do it very well

The difference between feeling invincible and vulnerable

An essential attitude which allows us to have a positive and realistic perception of ourselves and our abilities

It is learned and not inherited

Speak-up in public Optimistic thinking Confidence with self ability Assertiveness-pendesak

Ability to handle criticism and emotional maturity

Ability to have self-direction in life Can accept any challenges Have personal attributes

The first sight or perspective or evaluation of the customer or people towards us at the first time we meet

It is based to your appearance, your body language, your demeanor-tingkahlaku, and etc

The perception maybe right, maybe wrong It has been saying that “first impression is

the last impression”. So why not you take the chance to

impress your guest at the very first contact.

IN YOUR GROUP, DISCUSS THE

IMPORTANT AND THE IMPACT OF FIRST

IMPRESSION.

Easy to build relationship Easy to get trust from others Fell more confident Can take challenge People will feel friendly Guest will be like you - fell friendly Easy to cope with the guest – no fussy

In your own understanding, write a summary from your learning of Chapter 1: Positive Attitude of Tourism Profession.