DYCHPDA213:

Professional Development and Applied Ethics

REGINE D.C. TOLIN

Instructor, College of Hospitality
Management and Tourism

Declaration:
This learning module is an exclusive property of Dr. Yanga’s Colleges, Inc., as an essential part of the
REIMAGINED Learning Program for the Academic Year 2020-2021, and shall only be used by and for
DYCIans. No part of this learning module shall be reproduced, distributed, transmitted, and/or sold, without
the consent of DYCI.
 Week No. 4
<<USE ORAL ENGLISH TO CONVEY A COMPLEX
EXCHANGE OF IDEAS>>

This module is intended to have you learners of 2nd year to utilize the five elements
and make use of the problem solving strategies, respond to hypothetical questions,
discuss abstract concepts, express opinions and discuss preferred learning styles.

At the end of this module, you are expected to:

1. Define concepts such as beliefs, values and attitudes and describe the impact of
culture on guests’ expectations and perceptions;
2. Identify possible course of action in response to unforeseen events;
3. Appreciate the implications of knowing the preferred learning styles of your co-
workers and guests for your business.

Use Oral English to Convey a Complex Exchange of Ideas

1. Discuss problem solving strategies

How do we explicit problem by using the English language? Problems cannot be set
side and a lot of conversation will take place to discuss the strategies for the problem
solving. Often, we line up set of solutions indicating a discussion of how the solutions
will be executed. But before proceeding to the discussion of problem solving strategies,
you must first understand the details of the problem. In the hospitality and tourism
industry, our guests are not only locals but many are from international countries. With
this, it is a requirement for you to understand the basic language.

Employees in an international setting must:

 Be able to understand basic instructions and requests in English
 Be able to follow and participate in complex exchanges of ideas

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 A clear understanding is key when interacting with customers. If you do not fully
understand, you can ask for clarification or repetition. People often find it difficult to ask
for repetition or clarification. However, asking for repetition or clarification will help
you:
 Limit mistakes
 Improve efficiency at work

If you can’t hear someone well, it is essential that you ask them to repeat themselves.
Here are some ways to ask for repetition:

 Can you repeat that, please?

 Would you mind saying that again?
 Sorry, I missed that

If you didn’t fully comprehend instructions or requests, it is essential that you ask for
clarification.

Here are some ways to ask for clarification:

 You would like me to…?
 Can I make sure I understood correctly?
 So, I should…?

1.1 Define a complex exchange of ideas

Keywords

Keywords are the words that are most important to a conversation. They can
indicate the purpose of the interaction and the customer’s reasoning behind their ideas.
Keywords are an essential part of any language. A clear understanding of keywords can
help you successfully participate in a conversation. By using these keywords, you would
remember the content of the conversation by a single word. It serves as a summary and a
highlight of the important notes of the conversation.

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1.2 Identify and agree on desired outcomes

In order to find a solution to a problem, you must work with your customers to
identify and agree on desired outcomes of the situation. In some cases, the guests expect
a solution or an outcome once they complaint depending upon the circumstances.

Clear communication is paramount when interacting with guests, but it is especially

important when dealing with problems. Use the tips below to deal with problematic
situations.

Here are the steps you should follow:

 Remain calm
 Provide an explanation for the problem
 Express your ideas clearly
 Ask the customer if the outcome is suitable
 Think of alternate solutions
 Confirm that an agreeable outcome has been found

To give polite explanations use the short form of be, do, and can.

Examples:

 She’s not working today.

 The pool isn’t open now.
 We don’t have any rooms available.
 I can’t reserve you a table.

Questioning and listening to customers is also the best way to find out what outcomes
will satisfy their demands.

Examples of questions:
 How does that sound?
 Would that be OK with you?
 Is that satisfactory, sir/madam?
 Would that suit your needs?

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 1.3 Identify problems or barriers to achieving desired outcomes

You must anticipate what barriers might prevent you from satisfying the needs of
your customers, and figure out how to overcome these obstacles.

Foresight

Foresight is the ability to predict or plan for the future. In business, foresight is
used to analyze present circumstances in order to predict future problems and courses of
action that will allow you to arrive at a desired outcome.

Future Simple

When predicting possible problems or barriers we use the Future Simple verb tense.
The Future Simple has two different forms in English: will and going to.

 When you talk about future facts or things you believe to be true, use 'will'
 If you are not certain about the future, use 'will' with expressions such as
'probably', 'I think', 'I hope'
 If you are making a future prediction based on evidence in the present situation,
use 'going to'
 At the moment of making a decision, use 'will'. Once you have made the decision,
use 'going to'

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1.4 Identify causes of problems

When you have a problem in a professional environment, it's important to examine

the things that are possible. This will allow you to solve the problem completely the first
time, rather than just dealing with the negative effects of it and
having the problem continue.

Cause and Effect

Cause and effect refers to the concept of causality, in which an action or event will
produce a certain response to the action in the form of another event. Analyzing the
cause of a problem will help to produce more desired effects in the future.

Adverbs

When discussing cause and effect relationships, we often use adverbs. An adverb
can be a single word such as slowly, here or tomorrow, or a phrase such as the day before
yesterday or to catch the lift. Adverbs can also be clauses, containing a subject and a full
verb.

Examples:
 I saw the man yesterday
 I saw the man on Friday
 I saw the man before I left work

1.5 Suggest solutions to overcome problems or barriers

After you have identified a problem, considered desirable outcomes and investigated
the cause of the problem, it is appropriate to suggest solutions to overcome the problem.

Modal Verbs

To politely offer suggestions, we often use the modal verbs can, could, should and
would.

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 The Final ‘S’

Final consonants can be very difficult in English, especially the final “S” sound. Go
over the rules of pronunciation below and place the words into the correct column.

 /s/ after voiceless sounds { p, f , th, t , k , h } except for [s, sh, ch] which are
voiceless but they belong to another category called 'hissing sounds'
 /iz/ after the hissing sounds [s , z, sh, ch, d]
 /z/ after all sounds except the above

1.6 Evaluate and rank solutions against set criteria

Evaluating your solutions is an integral part of conducting good business. It is not

enough to find solutions to problems and then forget about the consequences.
Establishing set criteria to measure the success of your solutions is fundamental in a
professional
workplace.

Establishing criteria

Criterion should define a minimal set of requirements that must be met in order for a
solution to be considered acceptable. They should be used as guidelines for good
business practices and must be met in order to say that a solution is complete, correct and
worth implementing.

2. Respond to hypothetical questions

2.1 Suggest possible course of action in response to unforeseen events

There is no possible way to predict everything that will happen at your workplace.
However, it is important that you and your colleagues are prepared to deal with
unforeseen events.

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Imperatives

In order to deal with unforeseen situations quickly and efficiently, use the
Imperative to work with staff. The Imperative expresses commands or requests in a
direct way.

Examples:
 Take the chairs inside
 Open the door
 Come here!

2.2 Agree or disagree with suggestions

Ways to agree
 That’s a fantastic idea
 That sounds great
 Yes, I agree with that

Ways to disagree
 We could try that, but maybe we should ...
 I have to disagree. I think that...
 Thank you for your suggestion. I think...

Tone
Your tone of speech is very important when responding to suggestions. You may
use all the correct language, but if you use an incorrect tone, you may give your audience
the wrong impression. In English, tone can be used to express a wide variety of
emotions. Make sure you express the emotion you mean to.

2.3 Discuss potential benefits of change

Benefits of Change

Changes in the workplace are inevitable. Business practices always have room for
improvement, and social and technological developments continually change the way we
work. To remain successful as a business you must regularly alter your way of operating,
your services and your interactions with your customers.

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 Tips for dealing with changes:

 Get people excited about the future

 Present a clear plan for them to follow
 Make them feel connected to the business
 Show them how the changes will contribute to their long-term development
 Tell them that things will be different without speaking negatively about the past
 Don’t use threats or promises
 Give people plenty of time to adjust to the changes
 Provide opportunities for them to voice their opinions/questions

Future Perfect

When talking about potential benefits or the future effects of changes, English-
speakers often use the Future Perfect verb tense. The future perfect is used to describe an
event that is expected or planned to happen before another event in the future. We use
this tense to express possible effects of changes by a certain time.

How to form the Future Perfect

Subject + will + have + past participle = She will have to cancel the order.

2.4 Predict potential disadvantages of change

Disadvantage of Change

Companies spend millions of dollars every year trying to improve their bottom
line by making drastic changes to existing business practices. But when companies try to
predict the future, they often fail. Change is extremely difficult to implement, especially
if it affects employees negatively.

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Word Stress
Correct word stress is an essential part of good English pronunciation. Incorrect
word stress can make the word very difficult to hear and understand. According to the
dictionary, word stress means the manner in which stresses are distributed on the
syllables of a word which is also called word accent.

Examples:
 expedition
 cancellation

2.5 Outline contingency plans

What if your electricity goes out for the day? What if the kitchen runs out of rice?
Situations like this can cause chaos if you haven't prepared for them adequately.
Contingency planning is a key part of this preparation. It is not just about natural
disasters. It is also about preparing for events such as the loss of information, employees,
clients, and vendors.

Conditionals

Conditional sentences discuss possible implications or hypothetical situations and

their consequences. There are several types of conditional sentences in English, but for
these purposes the first and second conditionals are most useful.

First Conditional

If + present simple + will + main verb

Example:
If we work hard, we will finish the event.

Second Conditional

If + past simple + would + main verb

Example:
If you requested him to do it, he would comply with your rules.

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 3. Discuss abstract concepts

3.1. Discuss issues related to cross cultural understanding

Accepting and understanding the cultural differences between yourself and your
guests is important.

First Impressions

Working in the tourist industry, it should be understood that the first impression
you are giving to your customers is not just of you personally, but represents your
establishment, your staff, and even your country.

Greetings

 Handshake
 Bow
 Namaste
 Smile

English Accents

English speakers could possibly come from a variety of different countries.

Although every individual will have his or her own style and accent speaking English,
some generalizations can be made about the English from specific countries.

3.2. Demonstrate understanding of concepts such as beliefs, values and attitudes

Beliefs, values and attitudes are an essential part of our lives and thinking. These
things help us make important life decisions, and affect the way we do out job, have
relationships, and see the world.

They are powerful things to study and to understand. However, belief, values and
attitudes are not the same thing, although they serve to shape each other.

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3.3. Discuss the impact of culture on guests’ expectations and perceptions

Travel is becoming more and more accessible. Not so long ago only the wealthy
could afford to travel, or middle-class families who had saved for years could only
manage a short holiday. Now, with airline prices falling drastically, along with monthly
specials and deals, travel has become more popular and available to the masses.

Reviews

Reviews are an important part of customer satisfaction. Many hotels and restaurants
have a “review card”, in which consumers can instantly record their thoughts on the
service, food, staff and atmosphere.

4. Express opinions

4.1. Express and support opinions

Having an opinion is one thing, but entirely another to be able to express and support
opinions strongly and correctly within the English language.

Personal point of view

A personal point of view is your very own opinion. Whatever your opinion may
be, it is a statement that expresses your personal thinking.

Ways to express personal point of view:

 In my experience…
 As far as I'm concerned…
 Speaking for myself…
 In my opinion…
 Personally, I think…

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 General Point of View

Stating a general point of view is to express an opinion generally thought by a

group of people to which you do or don’t belong.

Examples:
 It is thought that...
 Some people say that...
 It is considered that...

4.2. Agree and disagree

Knowing how to agree and disagree in the English language is a valuable skill. In
the professional realm, pleasing your guests by understanding their request and
expectations via agreement or disagreement is essential.

Examples of agreement:
 Of course
 I couldn’t agree more

Examples of disagreement:
 On the contrary...
 I’m afraid I have to disagree

4.3. Discuss alternative opinions

Alternative opinions include giving advice, making commands, asking and granting
opinions and expressing obligations. In the tourism industry, giving advice and making
recommendations are one of the most important services you can perform. Therefore, it
is necessary to learn how to do this correctly and precisely.

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Modal Verbs

Modal verbs are concerned with our relationship with someone else. We can
express levels of politeness both by the forms we choose and the way we say things.

Use modal verbs to express:

 advice
 ability
 permission
 possibility
 prohibition
 necessity
 obligation

5. Discuss preferred learning styles

5.1. Discuss various preferred learning styles

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 5.2. Discuss the implications of knowing preferred learning styles for yourself

When you begin to understand your preferred learning styles, then you can maximize
your potential as a student. You can then tailor the material to exactly how you need to
learn. You will soon find that, not only your memorization of the material, but your
application of the material to everyday life will begin to grow.

5.3. Discuss the implications of knowing the preferred learning styles of your co-
workers and guests for your business

In the hospitality industry, where guests’ expectations are growing, and intercultural
communication is sometimes difficult to achieve, realizing and utilizing your customer’s
learning styles is an essential part of business.

<End of Module 4>

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 Name: _____________________________________________ Rating: ________________
Year and Section:_____________ Professor / Instructor: __________________________
Due of Submission: _____________________________

Week No. 4
USE ORAL ENGLISH TO CONVEY
A COMPLEX EXCHANGE OF IDEAS

Instructions: Express in your own words the best thoughts you have as answer for
the following questions or statements.

1. Create at least five (5) examples of sentences used for each of the first and second
conditional sentences.

2. What is a contingency plan? Relate and discuss how it is used in the hospitality and
tourism industry.

3. What is the importance of highlighting the stress of the words when speaking in
English?

4 – 10. Write down your insights and opinion on the Reflective Journal after reading the
contents of the module. (Please see attached copy of Reflective Journal).

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Infotrac Custom 100:

Business Communication
Business Ethics
Ethics in Workplace
Professional Development

A. Books:

Bernardo, Rodolfa, (2015) Leadership and Personality Development for Tourism and
Hospitality Professionals; Manila; Mindshapers Co., Inc.
Cariño, Celia E. (2015) The Hospitality Industry: An Introduction, Mandaluyong City:
Mindshapers Inc.
Griffin, Ricky W. (2015) Human Behavior in Organization, Singapore: Cengage
Learning
Payos, Ranulfo. (2015)Human Resource Management (From the Practitioner’s Point of
View); Sampaloc, Manila; Rex Bookstore Inc.,
Zarate, Cytnhia A. (2016) )Organizational Behavior and Management in the
Philippines; Sampaloc, Manila; Rex Bookstore Inc.,
ASEAN 2012 Trainee Manual

B. Articles:
Jutras, R., & Mathieu, C. (2016). Person-organization fit relationship with job
satisfaction and turnover: the mediating influence of leader-member exchange.
Academy of Strategic Management Journal, 15(1), 71+. Retrieved from
http://link.galegroup.com/apps/doc/A459075385/SPJ.SP00?u=dryanga&sid=SPJ.SP00
&xid=ae44b9e1
Ogbari, M. E., Ibidunni, A. S., Ogunnaike, O. O., Olokundun, M. A., & Amaihian, A.
B. (2018). A COMPARATIVE ANALYSIS OF SMALL BUSINESS STRATEGIC
ORIENTATION: IMPLICATIONS FOR PERFORMANCE. Academy of Strategic
Management Journal, 17(1). Retrieved from
http://link.galegroup.com/apps/doc/A541400260/SPJ.SP00?u=dryanga&sid=SPJ.SP00
&xid=074f0f53

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 O'Rourke, M. (2018, May). ETHICAL MISCONDUCT IN THE WORKPLACE. Risk
Management, 65(5), 36. Retrieved from
http://link.galegroup.com/apps/doc/A538250066/SPJ.SP00?u=dryanga&sid=SPJ.SP00
&xid=851f0467
Pafford, S., & Schaefer, T. (2017). WOMEN AT WORK AND BUSINESS
LEADERSHIP EFFECTIVENESS. Journal of Organizational Culture, Communications
and Conflict, 21(1). Retrieved from
http://link.galegroup.com/apps/doc/A541400416/SPJ.SP00?u=dryanga&sid=SPJ.SP00
&xid=d043c08c
Wood, E. F. (1993, August). Developing ethical standards for risk managers. Risk
Management, 40(8), 31+. Retrieved from
http://link.galegroup.com/apps/doc/A14343042/SPJ.SP00?u=dryanga&sid=SPJ.SP00&
xid=cbbf04a2

C. Web Page:
Checklist and Guide for Planning a Seminar retrieved from:
https://www.thebalancesmb.com/seminar-planning-checklist-1223789
Communicating effectively for business retrieved from:
https://www.business.qld.gov.au/running-business/marketing-sales/managing-
relationships/communicating-effectively
How to Communicate Effectively with Your Colleagues retrieved from:
https://www.upliftevents.com.au/blog/communicate-effectively-colleagues/
How to Write a Business Letter retrieved from:
https://www.thebalancecareers.com/how-to-write-a-business-letter-2059706
Understanding Filipino Business Ethics retrieved from: https://ideal-helper.com/ethics-
in-business/filipino-business-ethics/

D. Media:
Writing a Formal Business Letter retrieved from:
https://www.youtube.com/watch?v=7xUTguLaaXI
The CPD Cycle retrieved from: https://www.youtube.com/watch?v=a6bnG8Ahspo
The 4 Types of Team Members You Can Hire retrieved from:
https://www.youtube.com/watch?v=O9_EHU5BKnQ
How to deliver an effective presentation retrieved from:
https://www.youtube.com/watch?v=d4y1OO9rppA
The Six Thinking Hats retrieved from:
https://www.youtube.com/watch?v=Rwu1YlveU_4

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