WEEK 7
Tourists bring new money into the economy of the place they
are visiting, and this has effects beyond the original
expenditures.  When tourist spends money to travel, to stay in
a hotel, or to eat in a restaurant that money is recycled by
those businesses to purchase more goods thereby, generating
further use of the money.  In addition, employees of
businesses who serve tourists spend a higher proportion of
their money locally on various goods and services.  This chain
reaction, called the multiplier effect, continues until there is a
leakage, meaning that money is used to purchase something
outside the area.
The term multiplier effect refers to the resulting effect of a
service or amenity creating further wealth or positive effects in
an area.  For example, tourism in an area will create jobs in an
area, therefore the employees of the tourism industry will have
some extra money to spend on other services, and therefore
improving these other services in that area, allowing further
employment in the area.  The below figure illustrates the
multiplier effect.
Multipliers or Ripple Effect
•      Multiplier theory emerges from the work of Kahn and
Keynes.
•      Multipliers are a means of estimating how much extra
income is produced in an economy as a result of initial
spending or injection of cash.
•      Every time money changes hands, it provides new income
and continuous series of conversions of money spent by
tourists from what economists termed “Multiplier Effect”.
•      The more often a conversion occurs, the greater its
beneficial effects on the economy of the recipient country.
 
Types of Expenditures
•      Direct: In the case of tourism, this expenditure is made by
the tourist, government or similar agencies involved in tourism,
providing goods and services, tourism generated exports or for
tourism related investment in an area.
•      Indirect:  Covers successive rounds of inter-business
transactions resulting from direct expenditure.
•      Induced:  This is the increased consumer spending
resulting from the additional personal income generated by
direct expenditure.
 (Indirect + Induced = Secondary Expenditure)
The money generated by tourists spending multiplies as it
passes through various sections of the economy.  It can be
explained as follows:
•      From an initial impulse such as investment and
expenditure, one or more primary effects such as income and
expenditure will occur.
•      These primary effects in the course of the second period
and produce secondary effects of the same type as the first.
•      The process is repeated several times in the course of
time.
 
Types of Multipliers in Tourism
 
Sales and Output
•      Sales (Transaction) Multiplier - this measures the extra
business turnover created (direct and secondary) by an extra
unit of tourist expenditure.
•      Output Multiplier – this is similar to the Sales Multiplier
but it also takes into account inventory changes, such as the
increase in stock levels by hotels, restaurants and shops
because of increased trading activity
Income
 Income Multiplier – this measures the income generated by
an extra unit of tourist expenditure.   Income multipliers can be
expressed in one of two ways:  the ration method, which
expresses the direct and indirect incomes (or the direct and
secondary incomes) generated per unit of direct income; or
the normal method, which expresses total income (direct and
secondary) generated in the study area per unit increase.
 
Employment
 Employment Multiplier – this can be expressed in one or
two ways:  as a ration of the combination of direct and
secondary employment generated per additional unit of tourist
expenditure to direct employment generated, or as the
employment created by tourism per unit of tourist expenditure. 
Employment multiplier is associated with the name of Prof.
R.F. Kahn.  The idea of multiplier had its origin in 1931 when
Prof. Kahn was discussing the favorable effects of public
investment on aggregate employment.
Multiplier Models
•      Base Model – It assumes that one can divide the
economy under research into export activities and local (non-
export) activities, and that a stable relationship exists between
the export and local sectors, with these sectors linked by linear
relationships.  
•      Keynesian Model – this is based on identifying streams of 11.  CASINOS - The gaming service industry is huge and jobs
income and employment which are generated in “rounds” are typically found in casinos or at the racetrack.  
which diminish in geometric progression because of leakages
at each round. 12.  CATERING - It is a great position incorporating sales with
event planning.
•      Input-Output Model – the input-output concept analyzes
the economy into its sectors and expresses a relationship of 13.  CRUISES - Very similar to a hotel, but you are floating
these factors in matrix form, based on the results of research from port to port.  
into the effects of tourist expenditure.
14.  CONSULTING - Work for a firm or start your own
  business, this career requires a base of experience in order to
advise your clients.  
HOSPITALITY AND TOURISM MANAGEMENT
EMPLOYMENT OPPORTUNITIES 15.  START YOUR OWN BUSINESS - With a little ingenuity,
good business sense and creative genius you can start a
The tourism and hospitality industry is an umbrella covering a company of your own and scale to great magnitudes.
sea of fun and engaging careers. In an industry that is
constantly growing and evolving to new trends, why not jump  
on board and explore the options?  Hospitality and tourism
ECONOMIC IMPACTS OF TOURISM
career opportunities await!
Here are few facts about the economic importance of the
 
tourism industry globally:
HOTEL OPERATIONS
•      The tourism economy represents 5 percent of world GDP
 
•      Tourism contributes to 6-7 percent of total employment
1.     BANQUET AND CONFERENCES - It is a demanding, yet
•      International tourism ranks fourth (after fuels, chemicals
high energy career working in hotels, resorts and conference
and automotive products) in global exports
centers setting up rooms and servicing events.  
•      The tourism industry is valued at USD 1trillion a year
2.     FOOD & BEVERAGE MANAGEMENT - Responsible for
all things related to food and beverage from ordering products •      Tourism accounts for 30 percent the world’s exports of
to hiring staff and balancing profit and loss sheets.   commercial services
3.     FRONT OFFICE RECEPTION - From the very first •      Tourism accounts for 6 percent of total exports
moment of a guest’s arrival, the front office serves as the face
of the company and its standards of service.   •      1.4 billion international tourists were recorded in 2018
(UNWTO) 
4.     RESORT MANAGEMENT - Responsible for the overall
success of the facility, this is a very diverse position that •      In over 150 countries, tourism is one of five top earners 
manages a wide variety of people.   
•      Tourism is the main source of foreign exchange countries
5.     RESTAURANT MANAGEMENT - Responsible for the and one-half of less economically developed countries.
overall function of the operation, inventory, ordering and
budgeting often top the list of a manager’s to-do list.  

6.     SPA AND WELLNESS MANAGEMENT - A position Positive economic impacts of tourism
responsible for the day-to-day operations of a health or beauty •      Foreign exchange earnings – One of the biggest
spa.   benefits of tourism is the ability to make money through foreign
7.     CONCERTS, FESTIVALS & EXHIBITIONS - This role exchange earnings.  The money that the country makes from
involves studying the brand, identifying the target audience, tourism can then be re-invested in the economy.  
devising the event concept and coordinating all the technical •      Contribution to government revenues – Tourism can
aspects before launching or hosting an event. help to raise money that it then invested elsewhere by the
8.     WEDDING COORDINATION - It all comes down to the government.  There are two main ways that this money is
details and building relationships.  Brides want to have accumulated.  Direct contributions are generated by taxes on
confidence in their wedding coordinator and in doing so, this incomes from tourism businesses and things such as departure
individual needs to be extremely organized and love executing taxes. Indirect contributions come from goods and services
special events with many moving components, balancing a supplied to tourists which are not directly related to the tourism
need for both structure and creativity in the workplace.   industry.  Take food, for example.  A tourist may buy food at a
local supermarket.  The supermarket is not directly associated
9.     AIRLINES - Manage the in-flight services taking care of with tourism, but if it wasn’t for tourism its revenue wouldn’t be
food and beverage, duty free and other customer service as high because the tourists would not stop there.  There is
requests.   also the income that is generated through induced
contributions.  These are accounted for money spent by the
10.  AMUSEMENT PARKS - Manage the overall operations as people who are employed in tourism industry.  This might
a member of the leadership team or be ready to welcome include costs for housing, food, clothing, and leisure activities
amusement park goers behind the desk selling tickets, amongst others.  This will all contribute to an increase in
supervising a food and beverage outlet or controlling the rides economic activity in the area where tourism is being
themselves. developed.
•      Employment generation – The rapid expansion of
international tourism has led to significant employment
creation. There are two types of employment in the tourism
industry:  direct and indirect.  Direct employment includes
jobs that are immediately associated with the tourism industry.  •      Land degradation – Increased construction of tourism
This might include hotel staff, restaurant staff or tour guide, to
name a few.  Indirect employment includes jobs which are
not technically based in the tourism industry.  Take a
fisherman, for example.  He does not have any contact of
dealings with tourist.  But he does sell his fish to the hotel
which serves tourists.  
•      Contributions to local economies – All of the money
raised, whether through formal or informal means, has the
potential to contribute to the local economy.   
•      Development of the Private Sector – The private sector
has continuously developed within the tourism industry and
owning a business within the private sector can be extremely
profitable.  
 
Negative economic impacts of tourism
•      Leakage - Economic leakage in tourism is when money
spent does not remain in the country but ends up elsewhere,
therefore limiting the economic benefits of tourism to the host
destination.   
•      Infrastructure cost - Tourism development can cost the
local government and local taxpayers a great deal of money.  areas, and roadsides are areas that are commonly found
Tourism may require the government to improve the airport,
roads and other infrastructure, which are costly.   
•      Increase in prices - Increasing demand for basic services
and goods from tourist will often cause price hikes that
negatively impact local residents whose income does not
increase proportionately.
•      Gentrification - Tourism development and the related rise
in real estate demand may dramatically increase building costs
and land values.  This often means that local people will be
forced to move away from the area that tourism is located.  
 
WHY THE ENVIRONMENT IS SO IMPORTANT TO
TOURISM?
 
Positive environmental impacts of tourism
The most commonly noted positive environmental impact of
tourism is raised awareness.  Many destinations promote
ecotourism and sustainable tourism and this can help to
educate people about the environmental impacts of tourism.  frequently requires clearing forested land.  Areas that would be
There are also many national parks, game reserves and
conservation areas around the world that help to promote
positive environmental impacts of tourism.
 
Negative environmental impacts of tourism
Uncontrolled conventional tourism poses potential threats to
many natural areas around the world.   ecosystem.  They suffer worldwide from reef-based tourism
•      Depletion of natural resources – Some of the most
common noted examples include using up water resources,
land degradation and the depletion of other local resources.
•      Overuse of water resources – The tourism industry
generally overuses water resources for hotels, swimming
pools, golf courses and personal use of water by tourists.  
facilities has increased the pressure on these resources and on
scenic landscapes.  
•      Great pressure on local resources -   Tourism can
create great pressure on local resources like energy, food, and
other raw materials that may already be in short supply. 
Greater extraction and transport of these resources
exacerbates the physical impacts associated with their
exploitation.   
•      Pollution – Tourism can cause the same forms of
pollution as any other industry:  Air emissions, noise pollution,
solid waste and littering, sewage, oil and chemicals.  
Air pollution and noise – Transport by air, road, and rail is
continuously increasing in response to the rising number of
tourists and their greater mobility.  
Noise pollution -  Noise pollution from aircrafts, cars, buses,
(+snowmobiles, jet skis, etc.) can cause annoyance, stress,
and even hearing loss for humans.  It also causes distress to
wildlife and can cause animals to alter their natural activity
patterns.  
Solid waste and littering – Improper waste disposal can be a
major despoiler of the natural environment.  Rivers, scenic
littered with waste, ranging from plastic bottles to sewage.  
Sewage – The construction of hotels, recreation and other
facilities often leads to increased sewage pollution.  
Aesthetic Pollution – Often tourism fails to integrate its
structures with the natural features and indigenous architecture
of the destination.  Large, dominating resorts of disparate
design can look out of place in any natural environment and
may clash with the indigenous structural design.  
 
Physical Impacts of Tourism Development - This includes
the construction of buildings, marinas, roads, etc.
Construction activities and infrastructure development
- The development of tourism facilities can involve sand
mining, beach and sand dune erosion and loss of wildlife
habitats.  
Deforestation and intensified or unsustainable use of land
- Construction of ski resort accommodation and facilities
home to a wide array of flora and fauna are turned into hotels,
car parks and swimming pools.
Marina development - Development of marinas and
breakwaters can cause changes in currents and coastlines. 
These changes can have vast impacts ranging from changes in
temperature to erosion spots to the wider ecosystem.
Coral reefs -  Coral reefs are especially fragile marine
developments and from tourist activity.
Physical impacts from tourist activities
The last point worth mentioning when discussing the
environmental impacts of tourism is the way in
which physical impacts can occur as a result of tourist
activities.  This includes tramping, anchoring, cruising and
diving.
•      Trampling – Tourists using the same trail over and over
again trample the vegetation and soil, eventually causing
damage that can lead to loss of biodiversity and other impacts.  natural behavior when tourists come too close.
Such damage can be even more extensive when visitors
frequently stray off established trails.  
•      Anchoring and other marine activities – In marine areas
many tourist activities occur in or around fragile ecosystem. 
Anchoring, scuba diving, yachting and cruising are some of the
activities that can cause direct degradation of marine
ecosystem such as coral reefs.  
•      Alteration of ecosystem by tourist activities – Habitats can
be degraded by tourism leisure activities.  For example, wildlife
viewing can bring about stress for the animals and alter their

WEEK 7
If you did the preliminary activity, chances are, you have tried
to compute how much free time you can allot for cardio
exercise in the next five weeks. Or, you may have told your
teacher other reasons why or why not exercise is possible for
you in the next few weeks. 
When we try to prove claims or assurances or make decisions,
we usually look for evidence to back up these claims or
assurances or look for additional information to help us make
better decisions. When we do this, we engage in a logical
thinking process. We give enough information about our claim
to let other people see our claim's logic, same as we often
make decisions when we already have data to go on. Without
really being conscious about it, we do this all the time because
we make decisions all the time.
Mathematics uses logic too, a lot in fact. Meaning,
mathematics can be understood using logical thinking. As with
the situation above, we solve mathematical equations by
remembering what we already know and finding other relevant
information (Brown, 2003). For example, if we know that y=10,
then the equation 11-1=y is true. On the other hand, if  y is not
10, then the equation 11-1=y would be false.
Propositional Logic
Logic
Now from determining whether it’s a proposition or not, how do
When we engage in logical thinking, we judge the truth value of we now demonstrate the truth value of an identified
a statement. In mathematics, this is the same as judging proposition? Using the example propositions above, we show
statements or more properly, equations whether they are true below how their truth value is known:
or false; there are no semi-truths or semi-falsities. 
Not all strings of words or expressions can be judge by their
truth value. First, we have to know if the string of words, also
called an expression, is a complete thought or a sentence, or
simply an equation. When a sentence's truth value can be
either true or false, we can call the sentence a "proposition."
The table below demonstrates how each expression and
equation can be seen as a proposition or not (Meleen, n.d.).

As you may have observed, we use additional information or

evidence to find the truth value of propositions. If we do not
have enough information about a proposition's falsity, we mark
it as true. The legal tenet "innocent until proven guilty" holds in
logic (Blecksmith, n.d.).
Logical Operators
In the real world, we put together two or more propositions to
come to a conclusion. Citing the examples above, we’ve had to
use additional information or evidence before we could judge
the truth value of propositions. By doing such, we’ve accepted
all the additional information as truths. However, what if the
additional information were false?
Let’s take the example we use the first proposition in the
preceding table, “5z is less than 3.” Let’s assume that the
proposition is true. If the additional information is false,  the
proposition may be false. This condition is evident in
mathematics, especially if we have to deal with more than one
proposition to come to a conclusion to a problem, that is to
judge whether it is true or false. 
To create mathematical solutions to a complex problem, we put
together two or more propositions to create a new (simplified)
proposition that incorporates all information provided. To do
this, we use logical operators. Again, we should note that if we
lack evidence that something is false, it is marked as true
(Dictionary.com, n.d.).
To explain mathematical logic, we use the symbols below:

For the following three logical operators, we will be assessing a

more complex relationship between the propositions. From
here on, we will be assessing the truth values of propositions if
p causes q and vice versa. 
  Faith in the Almighty 
o Faith in God – Be God-fearing and live according to
His will. 
 Respect for Life 
o Recognize the absolute value of human life and the
human dignity of every person. Do not inflict harm on
others. 
WEEK 7  Order/Work 
PREAMBLE OF THE 1987 PHILIPPINE CONSTITUTION o Order entails, discipline of the mind, emotion and
action. 
We, the sovereign Filipino people, imploring the aid of Almighty
God, in order to build a just and humane society and establish o Man is destined to work. 
a Government that shall embody our ideals and aspirations, o Achievement is getting things done well while Activity
promote the common good, conserve and develop our
patrimony, and secure to ourselves and our posterity the is matter of merely staying busy. 
blessings of independence and democracy under the rule of  Concern for the Family and Future Generations 
law and a regime of truth, justice, freedom, love, equality, and
peace, do ordain and promulgate this Constitution.
o Our family is worth more than any wordily gain. 
What is the purpose of the preamble of the Philippines?  o Spend QUALITY TIME with your family. 
The preamble of the Constitution provides that we should o Every member of the family has a role to play, the
establish a Government which shall "conserve and develop our duty and right to give and receive love and respect. 
patrimony." Our "patrimony" includes our public forests,
mangroves, wildlife, and flora and fauna which should be o The strength of the family lies in its values and the
conserved, protected and renewed.  commitment of its members to responsibility, hard
Why is Preamble important?  work and morality.

The preamble plays a very important role in shaping the

destiny of the country. The preamble gives a brief idea to the
makers of the constitution so that the constituent assembly PAGKAMAKA-TAO 
make plans and formulates the constitution. Preamble is an
introductory statement to the Constitution which contains the
ideals on which the Constitution is based and the basic  Love 
underlying principles of the Constitution.  o Live and work together in harmony. o Avoid violence
Importance of the Preamble can be stated as follows:  as a way of settling disputes. 
 Freedom 
 The Preamble contains the philosophy on which the entire o the power or right to act, speak, or think as one wants
Constitution has been built. It provides a standard to without hindrance or restraint.
examine and evaluates any law and action of government
to find out whether it is good or bad. Hence, it is the soul  Peace 
of the Constitution.  o Peace is a concept of societal friendship and
 The Preamble shows the way the government ought to harmony in the absence of hostility and violence. In a
run. It declares India to be a sovereign, socialist, secular social sense, peace is commonly used to mean a lack
and democratic republic. of conflict and freedom from fear of violence between
 It envisages justice-social, economic and political-for all its individuals or groups. 
citizens. It seeks to give the citizens all types of freedoms  Truth 
—freedom of thought and expression, freedom of religion, o Truth is the property of being in accord with fact or
cultural and educational rights etc.  reality. In everyday language, truth is typically
 The Preamble mentions people as the source of the ascribed to things that aim to represent reality or
Constitution. It seeks to provide equality of status and otherwise correspond to it, such as beliefs,
opportunity to all individuals and thus promotes a sense of propositions, and declarative sentences. 
brotherhood among all citizens  Justice 
o Give everyone their due. 
THE GOOD CITIZENSHIP VALUES CLUSTER 
o Do not oppress or take advantage of anyone. 
PAGKAMAKA-DIYOS 
PAGKAMAKA-BAYAN preservation and patronage of one’s native land and everything
in it— the country of birth of a national, whether it be Filipino or
otherwise. 
 Unity 
o Work together and share with one another.  To be a Filipino nationalist, therefore, the ethnological
ramifications of nationalism must all be present in one’s being.
 Equality  This implies a heartfelt dedication for the love, care, and
o Equality is about ensuring that every individual has an preservation of the Philippines and everything that is identified
with it: The Philippine territory, the inhabitants, Philippine
equal opportunity to make the most of their lives and sovereignty, its government, all things that represent and
talents. It is also the belief that no one should have symbolize the country; the aspirations, hopes, dreams and
needs of the Filipino people. 
poorer life chances because of the way they were
On the other hand, patriotism is taken from the Latin term
born, where they come from, what they believe, or
pater, which literally means “father”. Patriotism is the
whether they have a disability.  willingness and determination to lay down one’s life for the
 Respect for Law and Government  fatherland—the constant resolve to sacrifice one’s life and limb
for the preservation of the State. It is the total realization of that
o Obey the laws of the land  love for the country, which is nationalism. In other words, to be
o and support government programs.  patriotic is to be nationalistic. Conversely, one cannot be
patriotic without being nationalistic. 
 Patriotism 
o Place the good of the country above one’s own.  The famous poet Rabindranath Tagore, himself a great patriot,
said that patriotism is more important than nationalism. A
 Promotion of the Common Good patriot loves his own country, but he does not hate the people
o Put the welfare of the greater number of people over of other countries. A nationalist might consider his own nation
important and hate the people of other nations. A patriot is
one’s own.  international in his outlook. He is broad-minded and tolerant.
o Do not be greedy and selfish. He is a citizen of the world. A nationalist may be narrow-
minded. He may think in terms of his own country and hate all
those who are not his countrymen.
PAGKAMAKA-KALIKASAN 

 Respect for the environment 

o Keep your surroundings clean and conserve our WEEK 7
natural resources.
CHAPTER 7: STEPS AEROBIC TERMINOLOGY

NATIONALISM VS PATRIOTISM

 NATIONALISM - nationalism is a devotion of love for

one’s country. Nationalism means to give more
importance to unity by way of a cultural background,
including language and heritage. It implies to a person that
his country is the most superior among other countries
and he will defend it no matter what.

 PATRIOTISM - Patriotism is a devotion to one’s country

for no other reason than being a citizen of that country. It
is a common virtue that pertains to the love for a nation,
with more emphasis on values and beliefs. One who is
patriotic will be ready to make any sacrifice for his country.
He will never live selfishly for himself alone. A soldier for
instance makes the supreme sacrifice of his life for the
sake of his country.
1. BICEP CURLS – ELBOWS SHOULD BE AT THE SIDE OF
THE TRUNK WITH THE PALMS OF THE HAND FACING
UPWARD. BRING THE HANDS TOWARD THE CHEST BY
FLEXING THE ELBOW AND RETURN THEM TO THE SIDE
OF THE TRUNK. 
NOTED: YOU CAN CHANGE YOUR LEVEL OF INTENSITY
BY BRINGING THE ARMS UP, INSTEAD OF HAVING THE
ELBOWS AT YOUR SIDE; BRING THEM LEVEL WITH THE
SHOULDER.

Patriotism vs. Nationalism 

Nationalism and patriotism are often used interchangeably,
meaning one for the other. There is, however, a wide
distinction between nationalism and patriotism as political
concepts. Nationalism, etymologically, means love, care for,
2. Alternating Bicep Curls- Same as the movements above, but
only flex/extend one arm at a time.
3. Hammer Curls – similar to bicep curls except the palms are
facing each other rather than facing upward. This movement
can also be done by alternating arm movements.
4. Triceps Kickback – arms should be at your side with the
elbows slightly bent and behind the shoulders. Your hands next
to your trunk with your palms facing the body. Extend the
elbow back and then return to your, starting position. This
movement can be done by pressing both arms back at the
same time or alternating back and forth.
5. Low Row – arm is in front of the body, pull the elbows in
toward the waist until the hands are next to the waist and then
return the arms to the front of the body.
6. Upright Row– fists should be together next to your thighs.
Bring the arms up toward your chin (keeping the fists close
together and next to the body). Return the arms to their starting
position
7. Frontal Raise–begin with fists on each thing. Raise the arms
to shoulder level and return to the thigh.
8. Lateral Raise – fists should be together with palms touching
the things. Lift the arms outwards and upwards with the palms
facing down. Elbows should be leading this movement and
should be slightly bent. Lift until the arms are slightly below
shoulder level and then return them to the thigh.
9. Frontal Pull – arms at shoulder level, pull the arms in toward
he body (so fists rest on things), then return them to shoulder
level.

10. Overhead Pull – arms are above the head, pull the arms in
toward the things and then return them overhead.
11. Arm Circles – arms are over head or shoulder level. Circle
the arms clockwise down toward the body and then back to the
starting point.
12. Shoulder Punch – hands are at shoulder level, punch one
arm and then return to shoulder level.
13. Overhead Press – fists are resting on the shoulder with the
palms facing each other. Extend the arms up over the head
keeping the elbows close to the ears. Lower the arms back to
the shoulders. (this can be done with both arms at the same
time or by alternating arms).
14. Pec Press – elbows are at shoulder height and bent. Hands
are in a fist with palms facing forward. Press the arms together
until the palms (and fists) are facing each other in front of you
face. Return the arms to their starting position.
15. Double Side Out – fists should be under the chin at chest
level with palms facing downward. Extend both arms out to the
side keeping the elbows at shoulder height. Return the arms to
their starting position. (this can also be done by alternating the
R and L arms.
16. Slice – similar to the double side out except one arm goes
up and the other goes down. This is usually done with a side lift
move. The leg that lifts to the side corresponds to the arm
which is down (the opposite arm goes’ up)
WEEK 7
Customer service is the provision
of service to customers before, during, and after a purchase.
The perception of success of such interactions is dependent on
employees "who can adjust themselves to the personality of
the guest". Customer service concerns the priority an
organization assigns to customer service relative to
components such as product innovation and pricing. In this
sense, an organization that values good customer service may
to spend more money in training employees than the average
organization or may proactively interview customers for
feedback.
 
From the point of view of an
overall sales process engineering effort, customer service
plays an important role in an organization's ability to generate
income and revenue. From that perspective, customer service
should be included as part of an overall approach to systematic
improvement. One good customer service experience can
change the entire perception a customer holds towards the
organization. 
Customer support Metrics and
measuring customer
service results
Customer support is a range of customer services to assist
customers in making cost-effective and correct use of a
product. It includes assistance in planning, installation, training,
troubleshooting, maintenance, upgrading, and disposal of a
product. These services even may be done at the customer's
side where he/she uses the product or service. In this case, it The two main ways of gathering feedback are customer
is called "at home customer services"  or " at home customer surveys and Net Promoter Score measurement, used for
support." calculating the loyalty that exists between a provider and a
  consumer. 

Regarding technology, products such as mobile phones,  

televisions, computers, software products or other electronic or Customer service metrics that are followed by companies
mechanical goods, it is termed technical support. depend on the tool used for customer service. Most popular
  metrics include:
•       first response time,

Automated customer •       Average response time,

service •       total handle time,

•       customer satisfaction score (CSAT)
 
Customer service may be provided by a person
(e.g., sales and service representative), or by automated
means, such as kiosks, Internet sites, and apps. An advantage
Instant feedback
with automated means is an increased ability to provide service
24-hours a day, which can, at least, be a complement to
customer service by persons. 
Many organizations have implemented feedback loops that
  allow them to capture feedback at the point of experience. For
example, National Express in the UK has invited passengers to
An increasingly popular type of automated customer service is send text messages while riding the bus. This has been shown
conducted through artificial intelligence ("AI"). The customer to be useful, as it allows companies to improve their customer
benefit of AI is the feel for chatting with a live agent through service before the customer defects, thus making it far more
improved speech technologies while giving customers the self- likely that the customer will return next time. Technology has
service benefit. Another example of automated customer made it increasingly easier for companies to obtain feedback
service is by touchtone phone, which usually involves IVR from their customers. Community blogs and forums give
(Interactive Voice Response) a main menu and the use of the customers the ability to give detailed explanations of both
keypad as options (e.g., "Press 1 for English, Press 2 for negative as well as positive experiences with a
Spanish", etc.).  company/organization.
However, in the Internet era, a challenge has been to maintain  
and/or enhance the personal experience while making use of
the efficiencies of online commerce. "Online customers are  
literally invisible to you (and you to them), so it's easy to
shortchange them emotionally. But this lack of visual and Standardization
tactile presence makes it even more crucial to create a sense
of personal, human-to-human connection in the online arena." 
  There are a few standards on this
topic. ISO and The International Customer Service Institute (TI
Examples of customer service by artificial means
CSI) have published the following ones:
are automated online assistants that can be seen
as avatars on websites, which enterprises can use to reduce •       ISO 9004:2000, on performance improvement
their operating and training costs. These are driven
by chatterbots (also called "chatbots"), and a major underlying •       ISO 10001:2007, on customer service conduct
technology to such systems is natural language processing. 
•       ISO 10002:2004, on quality management in handling
  customer complaints

  •       ISO 10003:2007, on dispute resolution

•       ISO 10004:2012, on monitoring and measuring
•       The International Customer Service Standard (TICSS)
•       CCQA Customer Care Standard (Care Quality Alliance)
www.CCQA.org.uk
There is also an Information Technology service management
standard: ISO/IEC 20000:2005. Its first part concerns
specifications and its second part the code of practice.
Customer loyalty
Remember happy customers are loyal customers, go the extra
mile if needs be, provide additional items where possible, this
always tends to impress. Just remember, customers are the
most important part of the business without them what would
you have – focus on them at all times – and they will be happy.

   

The Importance of Customer Service in the Hospitality Industry Feedback is important

  If a customer is unfortunate enough to have a bad experience,
Excellent customer service is vitally important in the hospitality industry. for any reason, you need to make sure it’s made easy and
It’s the first point of contact, between for example, the hotel guest and clear for them to tell you about it. At the same time be
the representative of the hotel. It is the first opportunity an understanding and allow them to get it off their chest to you, so
establishment gets to impress and create a lasting great impression. they’re not inclined to tell someone else. Try hard to fix the
problem – communication is key – and remember keep calm
Hotels and restaurants and everything in between in this type of and try to resolve the situation so the customer ultimately goes
industry, is a hospitality service provider that has a job to sustain away happy.
 

The Nine Basic Principles of Hospitality and

customer happiness and satisfaction. That includes any type of business where customers are paying attention to the
Service
type of service they receive, is within the hospitality industry a great example of first class customer service in this
industry is North West based Thornton Hall Hotel & Spa. Great businesses   like them that put their customers at the
forefront of their operation will generally have a steady flow of loyal customers to keep the business afloat.
Remarkable Service is the distinctive and defining attribute of
  the best customer service establishments.
Here are five top tips from industry experts Thornton Hall Hotel & Spa, Remarkable
who have sharing their makes
Service advice toguests
help ensure
and customers feel
other business in the hospitality industry provide their customers with a positive and memorable service.
comfortable, and it makes their experience enjoyable. In other
  word, remarkable service is a high level of caring for the
comfort of guests/customers.
Customer expectations
 
Satisfied customers are looking for a memorable experience
and an energetic service, where it matters the most. What are the attributes of Remarkable Service?
Businesses need to be aware that it’s becoming ever more Remarkable service is:
popular for guests to leave a review of their experience on a
number of feedback sites, whether their experience was a •       Is welcoming, friendly, and courteous
good or bad one. Hospitality outlets need to me mindful of this
as bad feedback can be extremely damaging. •       Is knowledgeable

  •       Is efficient
•       Is well timed
Deliver on your promise
•       Is flexible
Any business needs to keep customers and clients happy, but
in the hospitality industry it’s so important to keep guests •       Is consistent
engaged in order for repeat business and for referral purposes.
For the customer to return all you need to do is deliver what •       Communicates effectively
was promised, if you can exceed expectation where possible
•       Instills trust
this is always a good tool to help gain referrals.
•       Exceeds expectations
 
             
Be realistic
Remarkable Service Is Only as Good as It
Remember to be realistic, don’t big your business up if it’s not
5 star, don’t say that it is, as this only sets expectations for the Looks, or First Impressions Matter
customer, and excites them only to disappointed when they
find out it’s more of a threestar standard. “You only have one chance to make a good first impression”
has become the mantra for quality-oriented service
  businesses. In the customer service business, judgments that
can alter the entire experience are made by guests and
customers within minutes of their arrival.
 
Remarkable Service Is Welcoming,
Friendly, and Courteous
A warm, friendly welcome assures guests that they can relax
and enjoy their experience. By the same token, a warm good-
bye makes guests feel appreciated and encouraged to return.
Remarkable Service Is Knowledgeable
Guests and customers often request information about specific
items.
Customer service reps who are knowledgeable about the
business can provide the help they need. A remarkable team
member not only has to know how to answer the guest’s or
customers question but also must guess what the
guest/customer really wishes to find out.
Remarkable Service Is Efficient
Efficiency is important to the servers and to the restaurant for
obvious reasons; for one, more work can be done (and more
money made) with less effort. And when guests see the
servers working quickly, smoothly, and easily, they feel at
ease. Disorganization and unseemly haste are contagious.
 
Remarkable Service Is Well Timed
Remarkable servers anticipate the dining needs of the guests.
This means providing just the right items or services before the
guests even realize they need them.
 
Remarkable Service Is Flexible
Remarkable Service consists of more than adhering to a set of
principles. Sometimes the rules must be bent a little. A guest
might ask, for example, for an appetizer and a salad instead of
an appetizer and an entrée or to have the courses out of the
menu sequence, such as a salad after the entrée instead of
before.
 
Remarkable Service Is Consistent
People go to a restaurant the first time for many different
reasons. They come back for only one: They like the
restaurant, its food, and its service. Making good use of the
Nine Basic Principles of Hospitality and Service can induce
someone to come back to the restaurant once, but consistently
high-quality food and service is the only way to bring in repeat
business.
 
Remarkable Service Communicates
Effectively
The art of communication consists of transmitting just the right
amount of information exactly when it is needed. When a
server describes specials that don’t appear on the menu or
offers suggestions about additional dishes or beverages that
might enhance the dining experience, the diner is well served.
Remarkable servers recognize what guests want to know and
provide the information in an unobtrusive manner. Rather than
an ostentatious flaunting of knowledge, which can make guests
uncomfortable and irritated because they feel condescended
to, a tactful delivery of the facts best serves the purpose.
Remarkable Service Instills Trust
A state of trust must be established between the server and the
guest. The guest wants to feel secure that menu items are
described accurately and that health and sanitary codes are
observed. A bond of trust is central to return business.
 
Remarkable Service Exceeds Expectations
Repeat customers expect the same basic level of service each
time they visit, but remarkable servers are constantly seeking
ways to better the experience. The best service is constantly
improving service. Little touches, such as recalling a guest’s
name or offering a toy to a child, are sure to be remembered.
When something goes wrong, such as a reservation mix-up, an
apology is called for, but the manager’s offer of a
complimentary glass of wine is doubly appreciated, precisely
because it exceeds expectations.
What is a Guest Relation Officer? 
A Guest Relation Officer, also known as a Guest Relation
Coordinator or Guest Relation Specialist, is a customer
service-oriented employee who essentially greets hotel guests.
From escorting guests to rooms to assisting in arranging
reservations, Guest Relation Officers ensure a pleasant and
satisfying stay at a hotel. They also handle guest complaints,
assist with the check-in process and explain all facility
amenities, such as pool areas and restaurants.
Guest Relations Officers are primarily employed by hotels and
other lodging establishments, but might also work for spas,
theme parks or on cruise ships. As reported by the Bureau of
Labor Statistics, those employed as lodging managers, such as
Guest Relation Officers, will see an 8 percent job growth rate
through 2024. This growth will be fueled mainly by continued
growth in travel and tourism, but could be tempered by
operational budgets from one hotel to the next that could cut
back on management staff.
 
Guest Relation Officer Duties and
Responsibilities  
A successful Guest Relation Officer must complete various
tasks to meet all relevant job expectations. We looked at
several job listings and other resources and found the following
to be core Guest Relation Officer duties and responsibilities.
 
Provide Customer Service to Guests
From greeting and checking-in to ensuring the daily comfort of
guests, a Guest Relation Officer maintains a constant presence
at the front desk or lobby of a hotel and is available to handle
all customer questions and concerns. A Guest Relation Officer
works with front desk personnel in ensuring that all check-in
processes run smoothly.
 
Handle Guest Complaints
A Guest Relation Officer listens to and manages all customer
complaints and concerns. They might keep a log of these
complaints and resolutions. They might communicate with
guests in-person or via phone or email. A Guest Relation
Officer must also follow-up to ensure that each complaint has
been resolved to the customer’s satisfaction.
Assist in Developing Customer Service
Satisfaction Programs
It is generally up to a Guest Relation Officer to help
establishments build strong customer service programs. In this
position, Guest Relation Officers will work closely with upper
management to measure customer service, such as through
surveys and questionnaires, and help to create programs that
better address the needs of guests to avoid potential issues in
the future.
 Guest Relation Officer Skills
Since Guest Relation Officers spend a great deal of time
interacting with guests, it is important that they have strong
communication, interpersonal and listening skills. They should
also be aggressive problem-solvers and have the ability to
manage crises successfully. Above average organizational and
time management skills are also critical for Guest Relation
Officers. Being detail-oriented and possessing the ability to
work closely in teams also contribute to the success of this
position. In addition to these important abilities, potential
employers might seek Maintenance Planners with the following
skills.
 
Core skills: Based on job listings and other sources we
analyzed, employers want Guest Relation Officers with these
core skills. If you want to work in this position, focus on the
following.
•       Responding quickly and efficiently to guest concerns
•       Assisting guests throughout the check-in process
•       Relating information about amenities and other relevant
information for incoming guests
•       Contributing to the development of customer satisfaction
programs
Advanced skills: While most employers did not require the
following skills, multiple job listings included them as preferred.
Add these to your Guest Relation Officer toolbox and broaden
your career options.
•       Strong math skills and understanding of basic financial
concepts
•       Proficiency in Microsoft applications such as Word,
PowerPoint and Outlook
 
Guest Relation Officer Job description
This Guest Relations Officer job description template is
optimized for posting to online job boards or careers pages and
easy to customize for your company.
Guest Relations Officer responsibilities include:
•       Welcoming guests in a friendly and professional way
•       Addressing and escalating customer complaints 
Providing information about facilities, programs and other
services
•       To provide high-quality service to hotel customers.  
Address complaints and go the extra mile to make sure guests
are satisfied.
In this role, you should be an excellent communicator who can
stay positive when facing difficult situations.
You should also be reliable and customer-oriented, as you’ll
serve as a primary point of contact – the guests. Your goal will
be to ensure guests enjoy themselves and plan to come back
to the hotel. Responsibilities
•       Review arrival lists to welcome guests
•       Attend to special guests (e.g. VIPs) and answer their
inquiries
•       Help prepare welcome folders with collateral (e.g. room
service menus, area descriptions)
•       Provide information about amenities, area and venues
and promote services
•       Anticipate guest needs and build rapport with customers
•       Offer assistance with certain tasks (e.g. confirming travel
arrangements, taking messages)
•       Address customer complaints and escalate to Guest
Relations Manager when needed
•       Record information in the logbook daily
•       Ensure compliance with health and quality standards
Requirements
•       Proven experience as a Guest Relations Officer
•       Familiarity with hospitality industry standards
•       Proficiency in English; knowledge of additional languages
is a plus
•       Computer literacy
•       A customer-oriented and professional attitude
•       An outgoing personality
•       Outstanding communication abilities
•       Excellent organizational and time-management skills
Diploma or BSc/BA in Hospitality Management is preferred
WEEK 7
The primary sources can be classified into the following
categories:
 Contemporary Records:
        These primary sources are instruction documents,
stenographic and phonographic records, business and legal
papers, autobiographies, etc. They may even be in the form of
appointment notifications and direction from a foreign office to
the ambassador (Aggarwal, n.d.). Generally, such records
have a minimal chance of error, but it is essential to ascertain
their authenticity.
        The business and legal letters consist of the bills, journals,
leases, wills, and tax records, which provide insights into the
work of firms and persons (Modules, n.d.) Autobiographies are
credible sources of history because they are close to the
events they deal with (Discussion, n.d.) Autobiographies are
also nonprejudicial.
 Confidential Reports:
        Confidential reports are not intended for a general
audience and are less reliable than contemporary sources
(Modules, n.d.) These reports are generally in military and
diplomatic dispatches, journals, diaries or memoirs, and
personal letters.
 Public Reports:
        Public reports are meant for the general public, and are
much less reliable (Modules, n.d.) They have three types, each
of which possessing a different degree of reliability. Newspaper
reports and dispatches, which depend upon the agency from
which it originated and the newspaper in which it is published,
is reliable. Memoirs and autobiographies are written for the
public at the close of life when the author’s memoirs are fading
and unreliable. Official histories of the activities of government
or business house are also an important kind of public report
(Discussion, n.d.) They possess incriminating material and are
less reliable.
 Government Documents:
        Numerous government documents are also a source of
vital importance to historians. These documents include
statistics about the fiscal, census, and essential matters that
historians can reference. All these reports have first-hand
importance but require proper evaluation before use (Modules,
n.d.).
 Public Opinion:
        As expressed in editorials, speeches, pamphlets, and
letters to the editor, public opinion is another important source
available to the historian. Still, its authenticity must be
corroborated by other evidence because public opinion may
not always be reliable.
 Folklores and Proverbs:
        Folklores reveal the stories of legendary heroes and are
an essential source of history. They tell us about the
aspirations, superstitions, and customs of the people among
whom the stories developed (Discussion, n.d.). Folklores
include “Alla-Uddal” the hero Rajputana.
        To use these folklores, the historian should possess a
thorough knowledge of the history of the period and have the
ability to distinguish between the legendary and authentic
elements. Similarly, proverbs can give us an idea, but scholars
must know the customs and traditions (Modules, n.d.).
"First Mass" in Limasawa: Fact or opinion?
Written by Buddy Gomez on August 17, 2019
        That "First Mass" celebrated on Philippine soil was neither
in Agusan nor Southern Leyte.
        Was the Mass on Easter Sunday ever celebrated without
first observing Palm Sunday, which was a week before it?
        Let us establish a chronology to resolve an argument over
geography. Magellan came to Homonhon before Limasawa.
The  National Historical Institute's (NHI) concluded that "the
first-ever Christian mass on Philippine soil on March 31, 1521,
was celebrated in the island of Limasawa." It is a conclusion
the NHI reached after a "rigorous evaluative analysis and
appraisal of primary sources" of the chronicles of Antonio
Pigafetta, which is "the most complete and reliable account of
Magellan's expedition."
        Pigafetta (English translation from Blair & Robertson)
wrote the following: "Early on the morning of Sunday, the last
of March and Easter day, the Captain-General sent the priest
with some men to prepare the place where mass was to be
said." Indeed, it was the first mention of Mass being celebrated
since arriving in the islands they had just named "the
archipelago of San Lazaro." However, Pigafetta never claimed
that Limasawa Easter Sunday mass was the first that was held
in the Philippines as we were taught in our grade school
Philippine History.
        A few noted historians now no longer refer to the
Limasawa mass as the first Mass held in the country. However,
they referred to it as the first “recorded” Mass in the
Philippines. Hence, the first Mass may have been unrecorded,
but historians did not officially affirm this theory. The 500th
Anniversary of that March 31, 2021 event should have been
referred to as the "Easter Sunday Mass" at Limasawa.
        How this supposed error came to be and who might have
caused and perpetuated it do not seem to be of any
importance anymore. When this error is pointed out, correction
by concerned authorities must be in order. However, this
phenomenon would pose an academic challenge as a subject
for a master's degree thesis on a historical "whodunnit!"
        The voyage of Magellan from San Lucar de Barrameda to
"the archipelago of San Lazaro" spanned for one year, six
months, and a couple of weeks. It would be preposterous to
conclude that no other masses were held before that in
Limasawa and even claimed it as the Philippines' first-ever
Mass because it was unrecorded or Pigafetta failed to record it.
After all, masses occur with regularity every Sunday.
        Between Magellan's voyage up to their arrival in Zubu
(Cebu), Pigafetta only recorded five masses being held.
Hence, other masses must have been held throughout the
voyage, but Pigafetta must have also failed to record them. We
also have to consider that Magellan's crew is composed of
three priests.
        While along the coast of Verzin (Brazil), Pigafetta wrote
the following: "mass was said twice onshore, during which
those people (natives) remained on their knees." In the
Patagonian port of San Julian, he wrote the following: "April 1
(1520) Palm Sunday, Magallanes summoned all his captains,
officers, and pilots, to go ashore to hear mass…." The fourth
instance was when they were in Limasawa, and the fifth was
when they reached Zubu.
        However, Magellan anchored and stayed in Humunu
(Homonhon) for eight days, from Sunday to Sunday, departing
on March 25, 1521. After months of floating in the Pacific seas,
they finally landed on a Sunday. Pigafetta did not record
anything on this day. He also did not record their second
Sunday in Homonhon, which was Palm Sunday.
        While in the port of San Julian, Pigafetta recorded a mass
on Palm Sunday, which fell on April 1, 1520 (a year earlier), but
he did not mention holding a mass on Easter Sunday. Pigafetta
mentioned the Easter Sunday mass in Limasawa but did not
record Palm Sunday on their last full day in Homonhon.
        Was Easter Sunday mass ever celebrated without
observing Palm Sunday? Or was Palm Sunday observed
without a mass on Easter Sunday?
Here is the chronology from Pigafetta's memoirs:
 "At dawn on Saturday, March 16, 1521, (feast of St.
Lazarus) we came upon a highland at a distance… an
island named Zamal (Samar)… the following day (March
17, Sunday) the captain-general desired to land on
another island (Humunu)… uninhabited… to be more
secure and to get water and have some rest. He had two
tents set up on shore for the sick."
 "On Monday, March 18, we saw a boat coming towards us
with nine men in it. This marks our first human contact
with Europeans, giving signs of joy because of our
arrival… At noon on Friday, March 22, those men came as
they had promised."
 "And we lay eight days in that place, where the captain
every day visited the sick men who he had put ashore on
the island to recover."
        The masses recorded by Pigafetta had two things in
common: they were both observed onshore with the presence
of the natives.
        Homonhon, which is a barangay of the Municipality of
Guiuan in Eastern Samar, may have been neglected as the
true venue of the first Sunday mass in the Philippines, which
may have occurred either on March 17, 1521 or March 24,
1521 (Palm Sunday), possibly due to failure in historiographic
interpretation.
WEEK 7
GLOBAL SOUTH 
The term "Global South" collectively applies to Latin America,
Europe, Africa, and Oceania. Like “Third World” and
“Periphery,” it pertains to areas beyond Europe and North
America that are predominantly (although not all) low-income
and occasionally economically or culturally disadvantaged. The
usage of the term "Global South" indicates a change from a
dominant emphasis on the growth of cultural identity with a
focus on its international force ties (Dadous & Connell, 2012).
Countries in the Global South can adopt sustainable change.
However, it must consider several obstacles that prevent them
from changing the way they manage their economic growth.
When sustainable development is not found in strong
countries, it is reasonable why it cannot also be found in less
developed countries. Challenges may seem unbearable and
overwhelming, but developed and less developed countries
can and should create a sustainable development system
around the globe.
The North and the South are modern-day representations of
inequality among countries — specifically among Western and
non-Western states. Nation-states’ primary motivation in
pursuing regionalization is the individual and collective
achievement of development and progress because these are
perceived as uneven phenomena. Developed countries tend to
achieve more significant growth, while impoverished states
cannot do so. The Brandt Report (2021) identified the divide as
an analysis prepared by the Independent Commission on
International Development Issues chaired by Willy Brandt in
1980. It was about a line that divided the "developed" Global
North and the " or underdeveloped" Global South.
The Global North comprises Europe, Israel, Taiwan, South
Korea, Japan, Canada, the United States of America, New
Zealand, and Australia. The Brandt Report explains that these
countries categorized under the North are more developed
because they can interact frequently and successfully. These
countries usually benefit from sophisticated trading and
economic exchange levels, resulting in their population's
improved quality of life. The North accounts for a fourth of the
world's combined wealth. This small proportion of the world
enjoys high life expectancy and education levels. In addition,
countries identified with the North control over 90% of
manufacturing worldwide. Given that the North part of the world
is wealthy, it can spend a considerable amount of its budget on
research in development.  
On the other hand, the Southern comprises approximately 130
countries, all underdeveloped or poor. This includes countries
such as Africa, Latin America, Asia (including China), Russia,
and the Middle East, and others. Some scholars also include
the Caribbean and Pacific to this list. These countries comprise
three-fourths of the world's population and hold only a fifth of
the world's wealth. Its citizens' life expectancy is lower than the
North because many of them suffer from hunger or
malnutrition. The South also suffers from a lack of basic
amenities. Moreover, half of the South’s population has a small
to no chance of getting an education. Unfortunately, they only
account for 4% of research and development and 10% of the
world’s manufacturing industry because technological
penetration is almost nonexistent in these countries. Their
economies also rely heavily on imports from the North as well
as for loans, debts, and other obligations.
Several structural factors can explain the persistence of this
divide. The widening gap of inequality among these countries
attributes to the unfair trade practices, which have benefited
the North and deprived the South. Scholars attributed this
widening economic divergence because the prevailing
economic and political relationship between the North and
South is dependent. The majority of the countries belonging to
the Global South are the former colonies of countries in the
Global North. According to Claudio (2014), left-wing critics
usually argue that the Global South mires in poverty because
of the privatized public services (Montoya, Rebulanan,
Parungao, & Ramirez, 2014). He also added that international
debts bombard developing countries — through loans given by
entities like the World Bank. The "economic norms" applied by
the developed world are not the same as those imposed on the
developing world. The Global South's economic systems
pattern after their previous colonizers, and despite attaining
independence, the Global South economies remain dependent
upon their colonizers' financial system because of the lack of
individuals trained to manage the local economy and the level
of dependency cultivated from years of colonialism. The
North's accusations impose structural norms upon the South
that will only benefit itself and beholden the South to the North
through debts and loans. Hence, nation-states belonging to the
Global South voluntarily choose to regionalize as a form of
reaction to protect themselves from neo-liberalization.
THIRD WORLD
The term “Third World” was coined in 1952 by the French
historian Alfred Sauvy. He compared the “Third World” to the
“Third Estate. The Third World, as a phrase, used to be
accepted because it gave a clear image to the developing
countries in terms of political alignment and economic status.
Although ruled by European colonies, Third World citizens lived
far from global economic, political, and military power (North
and South, The (GLOBAL), 2021). Until recently, most were
colonized, most illiterate, and few would have been aware that
they constituted a sizable fraction of the world's population
even then. However, these leaders from the developing
countries (educated partly in Europe or America) have raised
their awareness. This awareness and exposure to a Western
culture raised expectations and hopes. They inspired many
Third World leaders to improve colonial living conditions and
win political independence (Butler, 2016).
Increased mobility and travel, as well as the two World Wars,
fueled opposition to the First World's dominance (colonization).
Many of the troops that fought in these conflicts, notably on the
allied side, came from what would later be known as the Third
World. Many Europeans also served in Asia, and their
exposure to conditions in the colonies may have helped erode
the colonial powers' resolve to keep their empires unbroken
(Butler, 2016).  Trade Association in the South and a Central American
The term Global South functions as more than a metaphor for
underdevelopment (Dados and Connell 2012). North-South
terminology, similar to core-periphery, arose from a figurative
application of categories to name wealth, privilege, and
development patterns across broad regions. It references an
entire history of colonialism, neoimperialism, and differential
economic and social change. Significant inequalities in living
standards, life expectancy, and access to resources are
maintained.
FIRST, SECOND, THIRD, AND FOURTH WORLD COUNTRIES
           The world is divided into industrialized countries with
political and economic stability and high levels of human health and
countries that do not. We identify these countries that have changed
and evolved over the years as we moved through the Cold War and
the modern age. 
           The terms have since grown to refer to development levels,
but they have become outdated. They are no longer used to
distinguish between countries considered as developed versus those
developing.
 First World described the North Atlantic Treaty Organization
countries and their allies, democratic, capitalist, and
industrialized. The First World included  North America,
Western Europe, Japan, and Australia.
 The Second World described the communist-socialist states.
These countries were similar to First World countries because
they are also industrialized. It includes the Soviet Union,
Eastern Europe, and China.
 The third world described those countries neither involved with
the First and Second Worlds — generally defined as less-
developed countries. It included developing nations, such as
Africa, Asia, and Latin America.
 The fourth world, on the other hand, was coined in the 1970s
and referred to indigenous people who reside within a country.
These groups of people often face the consequences of
discrimination and forced assimilation. They are among the
poorest in the world.
Source: Karpilo, J. "What Does It Mean When a Country Is
Developed or Developing?”. Retrieved January 29, 2020.
GLOBALIZATION IN LATIN AMERICA
A significant portion of Latin America can be classified as a
part of the Global South. Most of these countries have been
characterized by a relationship of dependency to Northern
states. Latin American countries have been subjected to
colonial rule and adopted their colonizers' languages, cultures,
religion, and economic and political systems at one point in
their individual histories. After these countries attained political
independence, they remained economically dependent on their
former colonizers. 
Latin American countries worked to regionalize as early as the
1960s. They even tried to integrate their economies.
Furthermore, they aimed to create the Latin American Free
Common Market, which all failed in the 1970s because of the
member countries' disharmonious political relationships.
However, the Common Market of the South or MERCOSUR
took off in the 1990s.
The founding states of MERCOSUR, such as Uruguay,
Paraguay, Argentina, and Brazil, progressively eliminated tariff
barriers and established a standard external tariff, thereby
enhancing trade and investment among their economies.
MERCOSUR achieved relative success when employment
increased among its member countries.
The Latin American experience in regionalism was primarily a
post-colonial era characterized by poverty, neglect, and
underdevelopment. It has led to the development of world
views, which sought to explain the causes of these
experiences and eventually shaped and influenced the leaders
of the Latin American countries to create a regional grouping
that would serve as a venue for cooperation and mutual
development.
Peter Schott presented an empirical comparison of Latin
America’s and Asia’s export structures to the United States. He
found that Latin American manufacturing exports receive a
higher price than Asian exports in product markets where the
two regions compete directly. He stated that the greater
productive efficiency of Asian countries is a possible
explanation, thereby raising doubts about Latin American
countries' ability to continue competing with Asian products in
the U.S. markets without technology improvements. However,
Bernardo Blum argued that geography, such as resources,
location, and climate, is the primary determinant of countries'
wealth and income distribution. He showed evidence that
income per capita is positively correlated with exports'
structure. Meanwhile, Sebastian Claro assumed that a part of
Latin American countries' poor economic performance could be
attributed to the region's fear of globalization (Latin America in
the era of Globalization, 2003).
In international relations, Latin American countries seem to be
departing from their conventional stance to attach importance
to relations with the United States. Latin America’s restricted
role in global diplomatic affairs is mainly due to its internal
problems, including the constant struggle for democracy,
economic decline, growing inequality, the fight against drugs,
and corruption. These issues absorb enormous energies within
these political systems, leaving limited resources for external
diplomacy. The global activities of Latin American countries
have focused on the following two areas:
1. the initiatives of larger Latin American countries
2. the economic relations with the outside world.
Week 7
The Cognitive Self: The Self-Concept
        Several nonhuman animals, including chimpanzees,
orangutans, and dolphins, have at least a primitive sense of
self (Boysen & Himes, 1999). We know this information
because of several experiments that have been done with
animals. In one study (Gallup, 1970), researchers painted a red
dot on the forehead of anesthetized chimpanzees and then
placed the animals in a cage with a mirror. When the chimps
woke up and looked in the mirror, they touched the dot on their
faces and not the dot on the faces in the mirror. This action
suggests that the chimps understood that they were looking at
themselves and not at other animals. Thus, we can assume
that they can realize that they exist as individuals. Most other
animals, including dogs, cats, and monkeys, never realize that
it is they are looking at themselves in the mirror.
        Infants who have similar red dots painted on their
foreheads recognize themselves in a mirror in the same way
that chimps do, and they do this by approximately 18 months of
age (Asendorpf, Warkentin, & Baudonnière, 1996; Povinelli,
Landau, & Perilloux, 1996). The child’s knowledge about the
self continues to develop as the child grows. By two years of
age, the infant becomes aware of his or her gender as a boy or
a girl. At four years old, the child’s self-descriptions are likely to
be based on physical features, such as hair color. By
approximately the age of six, the child can understand basic
emotions and the concepts of traits and can make statements
such as “I am a nice person” (Harter, 1998).
        By the time children are in grade school, they have
learned that they are unique individuals, and they can think
about and analyze their behavior. They also begin to show
awareness of the social situation, that is, they understand that
other people are looking at and judging them in the same way
that they are looking at and judging others (Doherty, 2009).
You: Through Other’s Eyes
        How do you think others see you? “I am who I am.” The
self can be defined in various ways.
        According to William James, who was one of the earliest
psychologists to study the self, the “I” is the thinking, acting,
and feeling self; meanwhile, the “Me” is the physical
characteristics and psychological capabilities that makes who
you are. Likewise, Carl Rogers and his theory of personality
used the same terms, with “I” as the one who acts and decides,
and “Me” as what you think or feel about yourself as an object.
        Two types of self that we can be aware of according to
Carver and Scheier:
1. the private self or your internal standards and private
thoughts and feelings
2. the public self or your public image that is commonly geared
toward having a good presentation of yourself to others
Symbolic Interactionalism Theory
        Theories generally see the self and identity as mental
constructs, that is, created and recreated in memory. Current
studies point to the frontal lobe of the brain as the specific area
in the brain that is associated with processes concerning the
self (Elmore, Oyserman, and Smith 2017, 75).
        Under the theory of symbolic interactionism, the following
three reasons explain why self and identity are social products
(Elmore, Oyserman, and Smitch 2012, 76):
1. we do not create ourselves out of anything;
2. whether we like to admit it or not, we need others to affirm
and reinforce whom we think we are; and
3. what we value as important to us may also have been
influenced by what is important in our social or historical
context.
The Self-Concept
        Although each person has a unique self-concept, we can
identify several characteristics that are common across the
responses given by different people on the measure.  I
        Physical characteristics are important components of the
self-concept, and they are mentioned by many people when
they describe themselves. If you have been concerned lately
that you have been gaining weight, then you might write, “I am
overweight.” If you think you are particularly good looking (“I
am attractive”) or if you think you are short (“I am short”), then
those things might have been reflected in your responses. Our
physical characteristics are important to our self-concept
because we realize that other people use them to judge us.
People often list the physical characteristics that make them
different from others in either positive or negative ways (e.g., “I
am blond” and “I am short”) in part because they understand
that these characteristics are salient and are likely to be used
by others when judging them (McGuire, McGuire, Child, &
Fujioka, 1978).
        A second aspect of the self-concept that is related to
personal characteristics is made up of personality traits, that is,
the specific and stable personality characteristics that describe
an individual (e.g., “I am friendly,” “I am shy,” and “I am
persistent”). These individual differences are important
determinants of behavior, and this aspect of the self-concept
varies among people.
        The remainder of the self-concept reflects its external
social components, such as memberships in the social groups
that we belong to and care about. Common responses for this
component may include “I am an artist,” “I am Jewish,” and “I
am a mother, sister, and daughter.” Group memberships form
an important part of the self-concept because they provide us
with our social identity, that is, the sense of our self that
involves our memberships in social groups.
        Cultural differences in self-concept have even been found
in people’s self-descriptions on social networking sites.
DeAndrea, Shaw, and Levine (2010) examined individuals’
free-text self-descriptions in the About Me section in their
Facebook profiles. Consistent with the researchers’
hypotheses and previous research using the TST, African
American participants had the most independently (internally)
described self-concepts, and Asian Americans had the most
interdependent (external) self-descriptions, with European
Americans in the middle.
The Difference between Self-Complexity and Self-Concept
        Self-concept is a knowledge representation that contains
knowledge about us, including our beliefs about our personality
traits, physical characteristics, abilities, values, goals, and
roles, as well as the knowledge that we exist as individuals.
        Self-schema refers to a long-lasting and stable set of
memories that summarize a person’s beliefs, experiences, and
generalizations about the self in specific behavioral domains. A
person may have a self-schema based on any aspect of
himself or herself as a person, including physical
characteristics, personality traits, and interests as long as they
consider the aspect of their self-importance to their self-
definition. (Wikipedia)
        One way to learn about a person’s self-concept and the
many self-schemas that it contains is by using self-report
measures. One of these is a deceptively simple fill-in-the-blank
measure that has been used by many scientists to get a picture
of the self-concept (Rees & Nicholson, 1994).
am (please fill in the blank)
__________________________________
I am (please fill in the blank)
__________________________________
I am (please fill in the blank)
__________________________________
I am (please fill in the blank)
__________________________________
I am (please fill in the blank)
__________________________________
        Self-complexity is the extent to which individuals have
many different and relatively independent ways of thinking
about themselves. Some selves are more complex than others,
and these individual differences can be important in
determining psychological outcomes. Having a complex self
means that we have different ways of thinking about ourselves.
        As we have seen, the self-concept is a rich and complex
social representation of who we are, encompassing both our
internal characteristics and our social roles. In addition to our
thoughts about who we are right now, the self-concept also
includes thoughts about our past self— our experiences,
accomplishments, and failures; and about our future self— our
hopes, plans, goals, and possibilities. (Oyserman, Bybee,
Terry, & Hart-Johnson, 2004)
        The multidimensional nature of our self-concept means
that we need to consider each component in isolation and their
interactions with each other and their overall structure. Two
particularly important structural aspects of our self-concept are
complexity and clarity. Although every human has a complex
self-concept, individual differences exist in self-complexity.
Some selves are more complex than others, and these
individual differences can be important in determining
psychological outcomes. 
        For example, imagine a woman whose self-concept
contains the social identities of a student, girlfriend, daughter,
psychology student, and tennis player and who has
encountered a wide variety of life experiences. Social
psychologists would say that she has high self-complexity.
Meanwhile, a man who perceives himself primarily as either a
student or as a member of the soccer team and who has had a
relatively narrow range of life experiences would be said to
have low self-complexity. For those with high self-complexity,
various aspects of the self are separate because the positive
and negative thoughts about a particular self-aspect do not spill
over into thoughts about other aspects.
        As we may differ in the complexity of our self-concept, we
may also differ in its clarity. Self-concept clarity is the extent to
which one’s self-concept is clearly and consistently defined
(Campbell, 1990). Theoretically, the concepts of complexity
and clarity are independent of each other; a person can have
either a more or less complex self-concept that is either well-
defined and consistent or ill-defined and inconsistent. However,
in reality, they each have similar relationships to many indices
of well-being.
Self-Awareness
        Self-awareness is having a clear perception of your
personality, including strengths, weaknesses, thoughts, beliefs,
motivation, and emotions. It allows you to understand other
people, how they perceive you, your attitude, and your
responses to them at the moment. Similar to any other
schema, the self-concept can vary in its current cognitive
accessibility. Self-awareness refers to the extent to which we
are currently fixing our attention on our self-concept. When our
self-concept becomes highly accessible because we are
concerned about being observed and potentially judged by
others, we experience the publicly induced self-awareness
known as self-consciousness (Duval & Wicklund, 1972;
Rochat, 2009).
        Not all aspects of our self-concept are equally accessible
at all times, and these long-term differences in the accessibility
of different self-schemas help create individual differences in
terms of, for instance, our current concerns and interests. You
may know several people for whom the physical appearance
component of the self-concept is highly accessible. They check
their hair every time they see a mirror, worry whether their
clothes are making them look good, and do a lot of shopping
for themselves. Other people are more focused on their social
group memberships; for example, they tend to think about
things in terms of their role as Muslims or Christians or as
members of the local tennis or soccer team.
        Deindividuation refers to the loss of individual self-
awareness and individual accountability in groups (Festinger,
Pepitone, & Newcomb, 1952; Zimbardo, 1969) and becomes
more attuned to themselves as group members and to the
specific social norms of the particular situation (Reicher & Stott,
2011).
Two Kinds of Self-Awareness
1. Conceptual self-awareness – what we think about ourselves,
which may include judgments, evaluations, logical conclusions,
and things that are easy to put words to.
2. Embodied self-awareness – includes registering various
types of inner states. Interoception allows us to know if we are
tired or hungry, excited or in pain, and so forth. Body schema is
our awareness of different body parts and their relationship
with each other and to the environment; it lets us be aware of
our movements and coordination. Embodied self-awareness
also lets us know our responses and reactions to internal and
external events, such as our emotions, our impulses, our
needs, and wants. Occasionally, when we tune in to what we
are experiencing inside, it is hard to come up with words.
        To illustrate the difference between these two types of
awareness, refer to the following example:
        First, think about your arm. For me, when I think about my
arm, I notice that it is small, it is hairy, and the flab in my upper
arm jiggles slightly. I notice that I am critical of my arm. The
next directive is to feel your arm. When I switch to this mode, I
almost well up in tears: my arms are connected to my heart,
and I desire to hold people—the world—in my embrace. What
wonderful arms!
The Benefits of Self-Awareness
        Self-awareness can keep you from doing something
dangerous. It can be too much that we are concerned about
being observed and criticized by others (self-consciousness).
For example, in a large crowd, you experience deindividuation,
the loss of self-awareness in groups, although this is a matter
of contention (resistance). Therefore, group identity and self-
awareness have a considerable impact on our self-esteem.
One way that affects our self-esteem is through social
comparison. 
        Social comparison theory tells us that we learn about
ourselves, the appropriateness of our behaviors, and our social
status by comparing aspects of ourselves with other people. 
Two Major Types of Social Comparison
1. Downward Social Comparison – comparing ourselves with
others worse off than us to create a positive self-concept and
raise self-esteem.
2. Upward Social Comparison – comparing ourselves with
those who are better off than us.
        While it may be a form of motivation for some, many
people feel low self-esteem as they highlight more of their
weaknesses or inequities. Social comparison entails self-
evaluation maintenance theory.
        Self-evaluation maintenance states that we can feel
threatened when someone outperforms us; thus, we react in
the following three ways: 
 we distance ourselves from that person or redefine our
relationship with them 
 we reconsider the importance of the aspect or skill in
which we were outperformed 
 we strengthen our resolve to improve certain aspects of
ourselves
        However, to increase or maintain self-esteem, several
people become narcissistic. Narcissism is a trait that is
characterized by overly high self-esteem, self-admiration, and
self-centeredness.
The Benefits of Self-Knowledge
"To know thyself is the beginning of wisdom." – Socrates
1. Happiness. You will be happier when you can express
who you are. Moreover, expressing your desires will
increase the possibility that you will get what you want.
2. Better decision-making. When you know yourself, you
can make better choices about everything, from small
decisions, such as which sweater you will buy, to huge
decisions, such as which partner you will spend your
life with. You will have guidelines you can apply to
solve life’s varied problems.
3. Self-control. When you know yourself, you understand
what motivates you to resist bad habits and develop
good ones. You will have the insight to know which
values and goals activate your willpower.
 4. Resistance to social pressure. When you are grounded  Intentionality. It refers to the acts done intentionally. For
in your values and preferences, you are less likely to example, I saw an old woman who will cross the street;
say “yes” when you want to say “no.” unfortunately, she cannot walk fast. What I did was to help
her, and my only intention is to cross her safe. 
5. Tolerance and understanding of others. Your
awareness of your weaknesses and struggles can help  Forethought. It enables the person to anticipate the likely
you empathize with others. consequences of prospective actions. For example, I will
clean my room not only to make it clean and comfortable
6. Vitality and pleasure. Being who you truly are help you
but rather to have a good ambiance for me to study. I am
feel more alive and makes your experience of life
thinking of a good consequence that should I do.
richer, larger, and more exciting.
 Self-reactiveness. It involves making choices and
choosing appropriate courses of action, as well as
Building Blocks of Self: Your VITALS motivating and regulating them. For example, I chose this
V = Values. Values are guides to decision-making and course. Thus, I must do my obligations to study, pass, and
motivators for goals, such as “helping others,” “being creative,”
learn from my subjects. I must be reactive toward the
“health,” “financial security,” and so on.
things and circumstances that may happen.
I = Interests. It includes your passions, hobbies, and anything
that draws your attention over a sustained period. To  Self-reflectiveness. It gives the person the ability to reflect
determine your interests, ask yourself the following questions:
What do you pay attention to? What are you curious about? upon and the adequacy of his or her thoughts and actions.
What concerns you? The focused mental state of being For example, I did not study our lesson in Calculus, and I
interested in something makes life vivid and may give you
clues to your deepest passions. got a failing grade. Essentially, I will reflect on what
happened, and the best thing to do is to do better and
T = Temperament. It describes your inborn preferences. Do
you restore your energy from being alone (introvert) or from never let your professor or a certain subject bring you
being with people (extrovert)? Are you a planner or go-with- down.
the-flow type of person? Do you make decisions more based
on feelings or thoughts and facts? Do you prefer details or
huge ideas? Knowing the answers to temperament questions
can help you gravitate toward situations in which you can
flourish and avoid situations in which you can wilt.
A = Around-the-Clock Activities. This refers to when you like to
do things, that is, your biorhythm. Are you a morning person or
a night person? At what time of day does your energy peak? If
you schedule activities when you are at your best, then you are
respecting your innate biology.
L = Life Mission and Meaningful Goals. Ask yourself the
question: “what have been the most meaningful events of your
life?” You may discover clues to your hidden identity, to your
career, and life satisfaction.
S = Strengths. It includes abilities; skills; talents; and character
strengths, such as loyalty, respect for others, love of learning,
emotional intelligence, and fairness. Knowing your strengths is
one of the foundations of self-confidence; not being able to
acknowledge your superpowers can lower your self-esteem. 

Reflection on the Self as Proactive and Agentic

        According to Albert Bandura, agency is perceived as
proactive agents of experiences. It is the endowments, belief
systems, self-regulatory capabilities, and distributed structures
and functions through which personal influence is exercised,
rather than reside as a discrete entity. 
Main features of human agency: