For the CPD showcase this Wednesday, I was an audience, watching the different presentations showcased. Even though my team did not get selected, our video was part of the prelude!
I personally felt that all the teams did a very good job, in terms of their training videos and presentation slides. All the groups were well prepared for the showcase, they projected their voices very well and maintained eye contact frequently with the crowd. I think such actions are important as it keeps the crowd enagaged. Yushan’s team especially, engaged with the crowd as well. It is very important to keep the audience engaged throughout the presentation. They asked questions to the floor, which is very effective in maintaining the audiences’ attention. As taught in class, only the person presenting was standing up, while the rest sat down. This really helps the audience on focusing on the presenter, Most of the teams’ presentation slides had little words and included the usage of icons. Pictures are very effective in conveying messages, they do a better job than words actually. Thus, I felt that all the presentation slides were very nicely done, and conveyed the message across well. The videos shown also included a humour element in them, which I think is very important as it keeps the audiences’ attention and yet pass the message through. They all filmed it professionally with the usage of a good camera – none of the videos had low quality, and key points were included to help the audience understand better. Some of them even included subtitles. Overall, I felt that all the groups did a very good job, and it was an honour to be part of the prelude for this showcase.
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Title: How to Politely Decline a Request in the Hospitality Industry? (Focusing on hotel back office)
1. Introduction This report will address an interpersonal communication problem within a hotel industry. The team has chosen to explore methods on how one can decline a request politely, be it from the guest or their bosses. 1.1. Workplace Context The nature of work within the hotel industry is highly labour intensive and has increasingly harsh environmental demands imposed on it (Sampson, 2014). Employees working in the hotel face challenges that include tough deadlines, unexpected challenges from guests, long working hours, high emotional demands, shift work and little control (Kristensen, Hannerz and Tuchsen, 2002). Studies have shown that individuals working in the hotel industry show signs of stress and overwork, due to demands placed by organisations (Ajgaonkar, 2006). The hotel industry is being characterised by fatigue due to little breaks, long working hours and unpredictable shifts (Wallace, 2003). With the little rest days one gets while working in this industry, it is essential for employees to ensure they fully utilise the rest days they are entitled weekly. Research has also proven a negative correlation between job stress and quality customer service delivery. Meaning to say, employees who are less stress, provide better customer service to guests (Varca, 1999). 1.2. Thematic Focus The main theme explored in this report is declining a request. The team will focus mainly on front of house communication between employees and suggest ways to reject requests from colleagues in a tactful manner. This skill is transferable, allowing the employees who are situated at the front of house to not only use it on guests but to their fellow employees as well. Being firm not only helps one to communicate better, it also increases the amount of respect others have of them (Everyday Health, 2009). There will always be situations where we are pressured to please others. We have all agreed to requests and subtle demands in order to not disappoint or anger the other party. By doing so, we would sacrifice our own happiness and time for others’ by doing things just to get in their good books. Although it is commendable, there should be a limit to occasional favours and servitude. 1.3. Problem Identification Every employee strives to create a positive and can-do image at their workplace as it helps to enhance in their career (Beagrie, 2007). This would mean displaying a strong interpersonal communication skills as it is a critical attribute for employees seeking career advancement. (DeKay, 2012). Effective interpersonal communication in the workplace also helps to boost employees’ morale and is a very vital factor in determining the efficiency with which an organization performs as a whole (Sethi & Seth, 2009). A transactional communication model should be applied in a workplace in order to achieve effective communication, and it is defined that communication involves the shared understanding of the feelings, thoughts, wants, needs and intentions of the communicators, which may not be openly expressed in words (Cheesebro, O’Connor, & Rios, 2010, as cited in DeKay, 2012). However, employees do not want to be stuck with a negative label and appeared as unhelpful thus, many employees accept additional responsibilities at a request from their superior even when it causes major inconvenience to them. Without having the courage to turn down their superior’s request, employees are unable to effectively communicate their feelings, thoughts, wants, needs and intentions of the communicators. This leads to a communication gap as employees are afraid to reject additional projects or requests, and will end up becoming overloaded and falling behind with core tasks. 1.4. Purpose Statement The purpose of this research synopsis is to propose to the upper hotel management as well as the hotel staff. Informing both parties about the importance declining a request from a colleague with tactfulness and courtesy. It aims to enlighten upper management on ensuring they do not overwork their employees, as well as the staff on managing their time wisely and treating each other with respect. 2. Research Methods 2.1. Primary Research Out of the four members in the team, three members had prior experiences in the hotel industry. After intense discussion, all of them realised that they faced one similar problem - not knowing how to reject a request. This could be due to the nature of this service-oriented industry where all the members were trained in schools and in hotels to “never say no to your guests.” Based on personal experience, a team member who was a former employee in Ritz Carlton In-Room Dining department, the team found out some issues that she had faced during her employment period. She mentioned that her department was constantly short of manpower and she had to work overtime to help out. Being close friends with her manager then, she felt obliged to work even though she was suffering from fatigue and exhaustion from working without rest for days. She agreed that if she had known the proper ways to reject a request, she might have been more vocal about her true feelings. Upon hearing her experiences, the team felt the need to educate all the victims who are facing similar situations. 2.2. Secondary Research Under Part IV of the Employment act, the Ministry of Manpower Singapore states that the maximum contractual hours of work for five days work week is 44 hours. It should also be stated in the contract, prepared by the Human Resource department, that was signed by any employee before starting work. Any organisation who requires their employee to work more than the stipulated number of hours are obliged by law to pay overtime. As seen from Figure 1, a management contract from Intercontinental Singapore follows the standard guidelines and ensures that all employees only work 44 hours per week. Should any employees be called down for extra work, they will be paid accordingly. However, due to shortage of manpower and other various reasons, establishments often abuse employees over the stipulated working hours. This often happen due to the inability of employees, to reject over time work requests from management. Therefore the report aims to educate and help employees effectively decline a request of any nature at work. 3. Potential Solutions To curb this lapse in the ability to effectively reject a request, the team has developed the “TOE” rule: 1) Take note of tonation and body language, 2) Offer a lifeline and 3) Establish Reasons. 3.1. Take note of Tonation and Body Language Research by Mehrabian (1971) quoted that body language represents up to 55 percent of what we say. Body language effectively augment the message communicated, at times contradicting the words and the perceived intent of the speaker. Therefore, an effective declination should align both verbals and non verbals. Some ways to do that are mentioned by Speeli, n.d.. Verbally, an employee should use a firm voice when making their demands known. When speaking, use “I” in sentences to show assertion. In addition, they can also speak clearly and concisely. As for non verbals, the most important thing is for employees not to express any reluctance on their facial expressions as it might be mistaken for weakness which a superior can exploit. However, being firm and rude is a fine line, so employees should be cautious of their tone and body language when speaking to a superior. Good eye contact and staying calm are also ways to portray confidence. 3.2. Offer A Lifeline In order to maintain a good relationship with the person you are turning down, it is critical to offer a lifeline, which is a small way that you can be helpful without fully taking on the request (Gallo, 2017). For example, you can assist them at a later date when your schedule shows more free time or direct them to another colleague. This hints sincerity and intend of aid to the requestor, promoting good relations. 3.3. Establish Reasons Honesty is the best policy when it comes to saying “no”. Not only does honesty reflects virtuous attributes such as integrity, truthfulness and straightforwardness, it also establishes a bridge to understanding. One is more likely to accept a declination wholeheartedly when presented with a honest and valid reason. 4. Benefits Declining a request from anyone politely yield multiple benefits. A request must be declined with a purpose or reason in mind, and by successfully declining the request, this purposes or reason is fulfilled. 4.1. Extra Free Time By avoidance of the proposed request, it provides one with more free time on their hands. One can feel weight lifting off their shoulders just by simply replying the two-letter word (Martin, 2014). He or she will be able to make better use of their newly found free time to explore more opportunities and learn new skills. 4.2. More Respect There are many times where refusal comes along with respect. People may get disappointed but most of time, layered underneath their subconscious, is understanding and admiration. People who do not cave into peer pressure or sacrifice their time and happiness for others, has a quality that many have yet to acquire (Martin, 2014). 4.3. Establish Effective Communication Lastly, one can avoid conveying negative emotions to the requester by declining with courtesy. By declining tactfully with courtesy, one is seen to be objective and non-bias against the requester. This promotes a better interpersonal relationship and opens up possibility of open communication. 5. Concluding Thoughts Interpersonal conflicts is an inevitable process of workplace I interactions. One of such conflicts arise from ineffective declination of a request from a co-worker. These conflicts can be avoided through the adoption of simple steps. These steps are designed to approach requests in a effective yet courteous and respectful manner. Through this steps, one will be able to reject requests and, at the same time, build good rapport with co-workers. 6. Appendix Figure 1: Extract from Intercontinental Singapore’s Employee SOP 7. References Ajgaonkar, S. (2006). Techniques used to Manage Stress and its Impact on Middle Management’s Performance in the Hospitality Industry in India. Auckland University of Technology. https://aut.researchgateway.ac.nz/bitstream/handle/10292/518/AjgaonkarS.pdf?sequence=4&isAllowed=y Beagrie, S. (2007). Occupational Health. Go.galegroup.com. http://go.galegroup.com/ps/retrieve.do?tabID=T002&resultListType=RESULT_LIST&searchResultsType=SingleTab&searchType=AdvancedSearchForm¤tPosition=1&docId=GALE%7CA267207863&docType=Article&sort=RELEVANCE&contentSegment=&prodId=HRCA&contentSet=GALE%7CA267207863&searchId=R3&userGroupName=sgsit&inPS=true&u=sgsit&authCount=2 Gallo, A. (2017). HBR’s Best on Saying No to More Work. Harvard Business Review. https://hbr.org/2017/01/hbrs-best-on-saying-no-to-more-work?referral=03759&cm_vc=rr_item_page.bottom Hannerz, H. (2002). Hospitalizations among employees in the Danish hotel and restaurant industry. The European Journal Of Public Health, 12(3), 192-197. http://dx.doi.org/10.1093/eurpub/12.3.192 Hours of work, overtime and rest day. (2017). Ministry of Manpower Singapore. http://www.mom.gov.sg/employment-practices/hours-of-work-overtime-and-rest-days Sampson, W. (2014). Work-related Stress in Hotels: An Analysis of the Causes and Effects among Frontline Hotel Employees in the Kumasi Metropolis, Ghana. Journal Of Tourism & Hospitality, 04(02). http://dx.doi.org/10.4172/2167-0269.1000127 Vann, M. (2018). Be Assertive: How to Stand Up for Yourself. EverydayHealth.com. https://www.everydayhealth.com/emotional-health/standing-up-for-yourself.aspx Varca, P. (1999). Work stress and customer service delivery. Journal Of Services Marketing, 13(3), 229-241. http://dx.doi.org/10.1108/08876049910273853 Wallace, Meredith. & Australia. National Occupational Health and Safety Commission. (1997). Guidelines for managing shiftwork OHS implications of shiftwork and irregular hours of work. [Canberra] : National Occupational Health and Safety Commission, http://nla.gov.au/nla.arc-49425 Topic: How to Politely Decline a Request in the Hospitality Industry
1. Introduction Regardless of how narcissistic one is, there will always be situations where we are pressured to please others. We have all agreed to requests and subtle demands in order to not disappoint or anger the other party. By doing so, we would sacrifice our own happiness and time for others’ by doing things just to get in their good books. Although it is commendable, however there should be a limit to occasional favours and servitude. This issue is especially apparent in the hospitality industry, where we are constantly faced with different requests; from guests and our colleagues. In this study, the team will focus mainly on front of house communication between employees and suggest ways to reject requests from colleagues in a tactful manner. This skill is transferable, allowing the employees who are situated at the front of house to use it on guests as well. 2. Problem Identification Having to deal with a rejection can be tremendously difficult. But something that many people find even more difficult is to be the one who has to reject. As a result, it happens that many individuals accept obligations that they would have rather avoided. Sometimes a request is accepted out of politeness, in other cases because the individuals simply do not know in what possible way to say no. Nonetheless, they always end up with dreadful responsibilities or massive amounts of extra work. 3. Purpose Statement/Objective of Study This study explores the most effective methods at declining a request from a colleague with tactfulness and courtesy. 4. Potential Solutions 4.1. Tell the person what’s on your plate (Your Reason) 4.2. Offer a lifeline 4.3. Don’t use facial expressions to express reluctance or demurral 4.4. Watch your tone and your body language 4.5. Do not soften the “no” (it gives the impression of ‘maybe I’ll change my mind) 5. Benefits Declining a request from anyone politely yield multiple benefits. First and most apparent benefit is the avoidance of the proposed request. A request must be declined with a purpose or reason in mind, and by successfully declining the request, this purposes or reason is fulfilled. Secondly, after declining a request, options are opened for the request to be negotiated. The request may be proposed to someone else, or discussed for a alternate method of solution. Lastly, one can avoid conveying negative emotions to the requester by declining with courtesy. By declining tactfully with courtesy, one is seen to be objective and non-bias against the requester. This promotes a better interpersonal relationship and opens up possibility of open communication. 6. Proposed Data Collection 7. Concluding Thoughts Topic: Interpersonal Communication Problems
Due to confidentiality purposes, the person that I am writing about will be referred to as Tom. During one of the days in school, my group mates and I were sitting on the benches located at Level two, discussing on our project. Everything was going well and as usual, we all were making fun of each other and joking around, just like how we normally behave with each other. Out of nowhere, Tom decides to fart in public, and being comfortable with each other, he admits to us that he just farted. As we are all really good friends with each other, the rest of us just made fun of him and might have shouted too loudly, “Tom did you just fart?”, to the other people sitting around the benches. Tom continually told us to stop and had a look of embarrassment on his face, but none of us managed to catch that as we were too caught up with laughing at him. All of a sudden, Tom just stood up from his seat and said “I’m too embarrassed to even be here anymore. Add me to the Google docs, I’ll continue from there.” All of us were shocked with his sudden outburst and even asked each other if he was kidding or being serious. Until my other group mate spoke up and said, “Tom is serious, I saw his facial expression change.” We quickly followed Tom up to explain to him regarding our behaviour, we did not know it would have hurt his feelings as he was usually fine with such jokes in our group as well. Although all of us were alright after that, I wonder what could have been done better so that the whole situation could have been prevented... Blogs I've Commented On: -Yushan -Samuel Cheng -Samuel Koh Dear Ms Goldstein,
Thank you for the email. Feedback from all guests are highly valued. Firstly, thank you for choosing Marina Bay Sands (MBS) as your preferred hotel during your most recent stay in Singapore. We sincerely apologise for all the inconvenience caused from our end. With regards to the miscommunication on the breakfast option, we have already contacted Agoda and realised there was a system error on our end. Do accept our sincere apology, the refund for your breakfast portion will be credited to your bank account within 7 working days. Furthermore, attached in this email is a complimentary suite upgrade voucher which can be used upon your next visit. We are already looking into the issue of the faulty key cards to ensure such problems will not occur in the future. Please be assured that below-par service standards will not be tolerated by the management, we have been reminding staff during our daily briefings on acceptable service standards, as well as looking into new training materials. Once again, we apologise for any inconvenience caused during your stay. Thank you for the valued feedback and we hope that MBS will still be your preferred choice during your next stay in Singapore. Thank you and have a nice day. Best Regards, Rachael Cheah Guest Service Agent Marina Bay Sands (Singapore) To: Brad Blackstone
From: Rachael Cheah Date: 24th January 2018 Subject: Self Introduction Dear Brad, I would like to use this opportunity to introduce myself through this email. My name is Cheah Jiayi Rachael, a second year student in the SIT Hospitality Business course. I graduated from Singapore Polytechnic with a diploma in events management. Upon my polytechnic graduation, I was feeling lost as the courses in the other universities failed to capture my interest. This lead me to take up a gap year from my studies while working under Cityneon, a local events exhibition company. I handled various exhibitions such as; Food and Hotel Asia 2016, Communic Asia 2016 and 2017. Through these, I felt that MICE was an industry I wanted to venture in to, hence, I applied for this course and thankfully, managed to get a slot in the 2016 intake. Personally, I feel that my communication strengths are more people related. I have an outgoing personality and enjoy meeting new people. Also, I am comfortable with voicing my opinions. In the past, I was someone who was shy and not vocal about my ideas. Through my various job experiences, I am now someone who is comfortable with engaging with strangers. However, despite enjoying getting to know new people, I feel that I lack the confidence to present myself professionally. I am comfortable with having one-to-one conversations, but when I am in a situation where I have to present to a medium or big group, I get very nervous and tend to speak very quickly. Hopefully through this module, I will gain more confidence in presenting professionally. Thank you. Best Regards, Rachael Cheah Blogs that I have commented on: - Evonne - Jaren - Peiqi |