My Favourite Workshop Topic:
Building a Professional Presence
My favourite topic is building a professional presence as it is a topic that I could make use almost immediately and makes use the knowledge learnt in my everyday life now and in the future. Also, it gave me the deepest impression. It is also the most basic thing that we should and must know before we can even proceed to learn any other thing pertaining to business and social etiquette.
One of the most important things that I have learnt in this topic is about the crossing of arms. This is so as I like to cross my arms on chest and this has been my habit for a very long time.
However, I did not know that it means that I am being defensive. Thus, with the knowledge learnt at the workshop, I then understood that when one crosses his or her arms, it may mean that they are being defensive. Hence, I began to prevent myself from crossing my arms and I feel that this is something good as if I did not know about it; I may offend someone else in the future.
Also, without the workshop, I would not know what kind of suits will suit me. For example, I used to wear a relatively tight blazer and the blazer was not matched with my skirt. I did not know that if one’s suit is fitting, the end of the blazer should be at the wrist bone area. Then, as I am a big sized person, it would be great to have a skirt that is not too tight as if it was to be too tight, it will make my bum and legs look bigger.
In addition, after attending the workshop, I then knew that shoes that have sharper fronts and thinner heels can help to make someone’s legs look thinner and make a person look more professional.
(Heels with a rounder front)
(Heels with a sharper front)
(Heels that are short and bulky may make one's legs look not as elegant and nice)
(Heels that are thinner may be able to make one's legs look nicer)
Also, after attending the workshop and taking in Ms Mariah’s suggestion of putting something to make my hair less frenzy, I looked a lot neater. I feel that this suggestion is quite important as someone with frenzy and messy hair may look unprofessional.
(Hair without any moisturizer looks very frenzy and may even reach forehead areas)
(Hair without any moisturizer looks very frenzy and may make me look unprofessional)
(After applying moisturizer on my hair, my hair looks a lot neater!)
(A neater hair and the thing I'm holding is my secret to less frenzy hair- Leave-On Moisturizer)
Also, I used to think that it should be alright to not have any makeup put on when working or at least, I would only need to put on a lipstick. However, after the workshop, I then understood the importance of having makeup. The main purpose of having makeup put on is not just to beautify one, but also to make someone look more professional. Then, with the makeup knowledge given by the Sheseido staff, I then started to practice putting on makeup so as to make myself look professional. After putting on makeup, I realized that I look smarter with makeup than without makeup. Also, with makeup, I do not look so pale.
(I look pale and tired without makeup)
(Step 1- Putting on makeup base)
(Step 2- Putting on foundation)
(This is how I look after adding on eye shadow, lipstick and blusher!)
(I look livelier with makeup and not so tired and pale!)
Then, from the Shiseido workshop, I have also gained other knowledge like the correct way to put on makeup. For instance, how I can draw an eye line. This is particularly important to me as I did not know how to draw it in the first place and even if I have attempted drawing, it would always be out of shape.
However, I was taught that not everyone needs to have an eye line drawn on their eyes. This is so as some people’s eyes are small and eyeliner may not be able to help make the eyes look better, and thus, eyeliner can be forgone. Hence, since then, whenever I do make-up, I would forgo the eyeliner part as I felt that without the eyeliner, I still look fine.
Though the Sheseido workshop has taught me a lot, I feel that it could be better if they could allow us to put on the makeup on the spot while explaining. This is to allow us to practice how we can put on the makeup. Without putting the makeup on the spot, we could not really understand the process of doing the makeup.
For instance, though they explained how we can make use of lip liner to make our lips look more defined, however, when I went home to try drawing, I was not able to draw it properly and even if I looked back at the notes that were given to us, I still could not understand how to draw it. Thus, I felt that it would be better if we could practice as they teach, so that they could have pointed out our mistakes while teaching.
(How To Apply Lipstick and Lip Gloss)
I am really glad that I have been able to attend this workshop as it has allowed me to gain a lot of knowledge that I should need to know for present and future use. I feel that it is good to have such workshops whereby students can gain knowledge to apply in their everyday life. It is also great to have such workshops that teaches us these important and useful knowledge as we are going to enter the hospitality and tourism industry, which is still an industry that values a lot on the way one can dress appropriately and behave appropriately.
However, I feel that it could be even better if there are more visuals during the workshops or activities that we can participate in. This is because the visuals and activities will be able to help make the workshops to be more interesting and make us feel less tired or distracted (due to the fact that the workshops can last up to 3 hours).
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1. Part A
What I Have Learnt From The 8 Workshops:
Delighting Your Customers
For the topic on Delighting Your Customers, I feel that it is an essential topic, especially for on that aims to be a leader or manager in the future. For instance, it gives us a slight idea of what we should do when we want to inspire passion and interest in others. What we can do would probably be things like giving recognition, regardless it being formal or informal. The below pictures are pictures that I like and they are related to leadership.
An example of formal recognition may be a salary rise while an informal recognition may be just a pat on the employee’s back and saying “Job well done!” It was said that though formal recognition is important, however, informal recognition is vital as well. Personally, I feel that it is very true. When informal recognition was given to me during work, I felt really good throughout the whole day.
(Employees will feel good when they are given recognition!)
Also, if I were to be a manager or leader, there are certain important values and beliefs that I want my employees to uphold. Some of them includes being sincere and friendly during work times. These values are very important as we are in the service line and for instance, if we are sincere, the guests can feel it.
(Working at Sentosa)
This can be proven from one of my working experiences. I remembered that there was once when I was working as a rover at Sentosa’s Beach Station. A guest told me she enjoyed seeing me work as I would always smile brightly and maintain my smile to everyone. She also told me that when she sees me every time and whenever I am smiling, it makes her feel like smiling too. I was really happy and glad to hear such a comment!
(Guests can feel your sincerity even when you are not attending them directly!)
Hence, since then, I understood what it meant that if one is sincere, the guest can feel it. Thus, I hope that all my staffs will be able to uphold similar values as well.
Also, two organizations have been highlighted during the lectures. The two organizations are the Walt Disney and the Four Seasons Hotel. I particularly agree with the golden rule of Four Seasons Hotel. This is so as I believe in treating others like how you want to be treated. Only through this way, whereby casts are also well-taken care of, they would then happily take care of the guests and create good customer experience.
In the lecture, it was also mentioned that with leadership excellence, there will be cast excellence, leading to guest satisfaction and return businesses. When I saw this, I agreed with this. This is so as I used to belong to an organization, which I shall not mention, and it used to be very good before the management changed.
In the past, the leaders were good and even till the extent whereby staffs treat them as role models and were all very willing to work for them, even if they had to work overtime (OT). However, once the management changed, those experienced staffs left one by one as the few of the new leaders were made up of people not in the service line and some of the restrictions they gave were simply unreasonable. As time progresses on, the organization is now only left with very little experienced staffs. Then, the new staffs that are employed are people that are only working due to the reason that they need money and not because they enjoy working. When they are being complained, they even refused to make any improvements to their behaviour. Thus, the quality of service has dropped a lot.
This past experience has allowed me to understand that good leaders are really important. Good leaders can motivate others to help them to do work willingly, then the staffs will be able to work happily and this will in turn, result in good customer satisfaction with repeat businesses.
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1. Part A
What I Have Learnt From The 8 Workshops:
The Art of Corporate Entertainment
This is an essential topic and also a topic that I am very interested in. This is so as if I were to enter the hospitality and tourism, there are bound to be chances where I will have to entertain guests or corporate clients. Thus, knowledge on how to entertain them and other things that we have to take note during the entertaining process are crucial.
An example would be the addressing of the wait staff. I did not know that when addressing the wait staff, it would be better to call out their names. This is so as when I am having lessons like the Service Skills Methodology (SSM), I am very afraid to hear guests calling my name. Thus, I thought that other service staff may be afraid of guests calling out their name as well.
However, I did not realize that calling out the names of the wait staff would be a form of respect for them. Thus, after the workshop, I told myself that I must try to call the wait staffs by their names in the future.
(We can look out for wait staffs' name tags to call out their names!)
Also, I think the video showed by Ms Mariah during the workshop was simply fabulous! Not only that the video was entertaining, it also allowed us to review what we have learnt! Most importantly, it also included what we should really avoid doing when dining outside, especially if we were to go to a fine dining restaurant.
Dining etiquette plays a vital role when it comes to business negotiations at the dining table. This is so as through a business meal, you can see if one has the ability to eat with etiquette and graciously while concentrating on the business deal as well. Personally, I think I will not be one that enjoys such business meals. To me, food has to be tasted with full concentration and with pleasure. Hence, during negotiations, I would probably be too stressed to taste the food happily. However, though I will be stressed, there is still a need for me to know these important knowledge regarding the dining etiquette.
I also feel that letting us learn the subject’s content through visuals like the video is extremely good. This is so as we can remember the funny videos or visuals better than just words. This would be a great example of “actions speak louder than words”.
In addition, I think that this topic is closely related with the International Business Etiquette. This is so as the entertaining of guests is not restricted only to guests from Singapore. The guests can come from all over the world! Hence, it is essential to combine the international business etiquette with the entertaining of guests.
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1. Part A
What I Have Learnt From The 8 Workshops:
Building a Service Culture
Though I have missed both workshops for this topic as I was unwell, however, from the notes and lectures, I was still given a better understanding of what service and customer satisfaction were about, service culture of an organization can affects the type of cast members and the importance of the mission and vision of the company, which can directly affects the service provided.
Personally, I liked the way Lands' End Inc worked. For example, they recognized that knowing one's customers is not only about knowing who they are but also what they want (their expectations). Also, they have service guarantees that I think are very important. This is so as service guarantees are not set for the sake of the guests only; they are also set for the employees who need to know what the standards for performance are.
As I have worked before, hence, I can understand that knowing the standards for performance is very essential. This is so as with standards set, a staff would then know what they should aim for and work hard for. This may help to improve the quality of the work to be done.
Also, in the lecture, it was said part of customer satisfaction is derived from the feedback from the customers and when you ask for feedback from customers, they will feel appreciated. I feel that this is true as from one of my working experiences during the Service Skills Methodology (SSM), when I asked a customer for feedback, she exclaimed that it was good that we asked for feedback as it was the only way we can improve ourselves.
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1. Part A
What I Have Learnt From The 8 Workshops:
Corporate Politics In Perspective
I used to think and believe that the world I was in was an “ideal world”. However, after being exposed to corporate politics, I realized that the real world was not ideal at all. When I was first exposed to corporate politics, I felt very awkward and there was tremendous pressure.
(There were times where i felt very lost when i was involved with the corporate politics)
There were many times where the situations were very tense. This was especially so when the full-timers confront each other directly. At that time, I felt very lost as most of the time, I did not know how I should handle the office politics. However, after this workshop, I have managed to gain knowledge on the basic survival skills in the corporate world. For instance, things we have to know in order to be recognized by others.
The survival skills taught in the lecture are exceptionally essential to me as I know that once I started working, I will have more chances to be involved with corporate politics and I need to know how I should tackle them. Though playing with corporate politics may not be something good, however, in order to survive in the cruel real world, I may still have to learn the ways to play with corporate politics so that I can prevent others from using politics against me.
Also, through the workshop’s test for measuring one’s political tendencies, I realized that I am not a person that is suitable for playing too much corporate politics. Through the test, I also realized that I am not able to agree with much hypocritical actions, or at least, actions against my will, that need to be done in order to win the hearts of the people and support. Thus, with the test, I feel that I should probably avoid the corporate politics.
I have also been able to gain knowledge regarding sexual harassment as well. I was surprised to know that the victim does not have to be the person harassed, but could be anyone affected by the offensive conduct. I think this would be an example of mental harassment.
In my opinion, I feel that it was great that Ms Mariah was able to provide real situations, where I could imagine myself in those situations. She was also able to provide possible solutions that we can undertake to handle those political situations.comment? (0)
1. Part A
What I Have Learnt From The 8 Workshops:
International Business Etiquette
For this topic, the lecture that was about the New Delhi in India, has also allowed me to recall what I have previously learnt in my Communication Skills 2, which was a subject learnt in the previous semester. However, I did not know that we should avoid beggars on the street or even if we were to give them money, we should not give them more than 2 or 3 rupees. Otherwise, we will attract unnecessary attention.
(Avoid beggars on the street or if we want to give them money, we should not give them more than 2 or 3 rupees)
This is a particularly important topic and workshop to me as it includes the Business Etiquette and Service Excellence group project. I am glad that I have attended the lecture on New Delhi. This is because it allowed me to know what is probably expected for my project. As for my group project, my group was in charge of doing the Japanese Business and Social Etiquette.
We have done an all-embracing research on the social and business etiquette of the Japanese. Research done ranges from the first impressions, dining etiquette, business meeting etiquette, business meeting negotiation, Japanese non-verbal communication to even the presenting and receiving of gifts. We have also made used of books, instead of totally relying on internet resources.
I always think that projects are very useful because they help to reinforce theoretical concepts. The projects allow us to research for the information required on our own and apply the concepts, though they are usually very time consuming.
The group project that has been done is very useful to me. This is particularly so as I am working as a Changi Youth Ambassador (CYA) at the Changi International Airport and an Admission Operations Staff at the Sentosa Corporation Development. I will be able to apply the knowledge that I have acquired from the project when handling Japanese tourists.
For instance, though eye contact means confidence in most westernized countries, however, in Japanese context, it may be considered as rude. Hence, it may be better if I look down or shift away when I am talking to Japanese tourists.
I think that it is good that we have this topic in our syllabus because it allows students to understand more about other countries' cultures. As we may have a lot of chances to travel around the world once we enter the hospitality and tourism industry, the relevant and important information provided during the workshops may be able help us to succeed in our future careers.
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1. Part A
What I Have Learnt From The 8 Workshops:
Customer Perception
Before I went through the workshop on customer perception, I always think that the reasons why one will like a particular restaurant were just because of “feel” and the food offered. However, after attending the workshop, I began to understand the reasons behind the popularity of some restaurants. This is so as they have insisted in creating good customer perceptions and they really do care about their customers.
I have managed to realize the importance of those concepts when I was supposed to do the individual field trip assignment. I also have managed to apply those concepts taught when doing the individual field trip.
For instance, when I went for the field trip, I would first look out on how the restaurant, New York New York, could impress me when I first reached. Then, I began to look for things like the advertising and promotion boards located outside of the restaurants. After I sat down to have my meal, subsequently I looked for things like how well is the food prepared and how was the quality of the service. After that, as I was writing my report a few days after the meal at the restaurant, I then realized what I have been looking for during the meal at the restaurant is actually also taught in the notes! They are the short term and long term expectation creators!
(New York New York, The Restaurant I Went, To Do My Individual Field Trip Assignment)
I felt that the individual assignment was very useful. This is so as not only it allowed us to have a chance to enjoy food at a food outlet; it also allows us to apply theoretical knowledge to our lives. With the assignment, I have been able to understand the concepts better and I feel that if it is possible, it would be something great if we are able to have more individual assignments like that.
Also, I realized that I have actually used some of the 7 deadly statements during my working time and I did not even know that it may cause the customers to have bad perception of the organization that I was working at!
For instance, one of the deadly statements I have used before was “We’re short staffed today.” I used it when I was the only one doing both ticketing and guest relations. As I was occupied with a guest at the ticketing counter, I was not able to assist another guest at the turnstiles waiting for someone to assist her. When I was finally able to assist the guest waiting and when she questioned about why there was anyone to be at the turnstiles as well, I replied using the deadly statement.
Though at that moment I did not feel that she was unhappy, however, as I think back now, I feel that the guest may have a bad perception of the company and the service. I am very glad to be able to learn about the 7 deadly statements and I would definitely avoid them in the future when I am working!
Also, I am glad that Ms Mariah has been able to share her personal experiences. However, I think it would be even better if students are also able to exchange their working experiences as the exchange can allow the students that have not worked before to have a slight idea of the different kinds of guests that exist in the real world and those guests are people that they might serve in the future.
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1. Part A
What I Have Learnt From The 8 Workshops:
Building a Professional Presence
This topic is the first topic of the subject and it is about how one should groom himself or herself properly. Though the topic's content may seem basic, however, it is the fundamentals of the business and social etiquette. Hence, before we can move on to other topics, 'Building a Professional Presence' is a definitely must-learn. Things I have learnt from the workshop include how one should dress up for work and special occasions like an evening event, what one should say when making introduction and how we can make a professional handshake.
These relevant knowledge taught are important to us, especially when we go for interviews or when attending important functions that help in doing business.
(A Correct Web-to-Web Handshake)
(A Wrong Deadfish Handshake)
The learning from the workshop has allowed me to know how I can dress up appropriately. For instance, the colour of the blouse should complement the skirt and suit. After attending the workshop, I have also learnt that wearing a pair of pants may be against corporate dress codes. I did not know that until I have attended the workshop.
This is very important to me as I used to think that wearing pants to interviews will be a better choice as it can make me look smarter. However, it was the workshop that made me understood that the industry that I wanted to enter would probably want the ladies to wear skirts instead, as skirts could portray a more feminine image.
Also, due to the fact that I have sweaty palms, I did not know what I should do when I had to shake hands with others. This is so as I thought it would be very embarrassing to let a guest shake a sweaty hand. Nevertheless, through the workshop, I was advised that I could have a lady’s handkerchief to wipe off the sweat before I shake hands with others. Thus, I have purchased a lady’s handkerchief and I will make use of it when I have to attend any formal gatherings or functions.
Also, I have learnt that myths like oily and fried food can cause skin to be oily are wrong. Instead, oily skin is due to sebum, which is skin oil. With the knowledge given to us, I will be able to tell my friends about the correct knowledge to protect their skin.
In addition, I have acquired the right knowledge on the exchanging and presenting of business cards. I used to think that presenting business cards is just purely giving out the cards and there are no procedures or things that we need to take note. However, after the workshop, I then realized that we should present the card with two hands and with the card facing the other party so that they can read the card easily.
I personally think that 'Building a Professional Presence' is the best topic to start the subject as the contents are very relevant to us. Though some of them may not be useful now, however, they are crucial knowledge that we should know if we were to be in the service line in the future.
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