Hospitality Career Readiness Professionalism in Hospitality Industry “Career success begins with professionalism.” Professionalism Act with Integrity Build Relationships Dress for Success Communicate Effectively Act with Integrity Integrity is your secret to success. You will be more successful at work and earn respect by maintaining integrity. Integrity builds a reputation and long-term relationships for you and your employer. 10 Integrity Principles 1. Employer’s Time 6. Mistakes 2. Do Not Bad Mouth Your Employer 7. You Are Judged by the Company (Gossip) You Keep 3. Maintain Confidentiality 8. Tell the Truth 4. Get Work Done 9. Be Reliable 5. Respect Time Off 10. Social Networking Dress for Success Appearances are everything. 1. Does my appearance make me feel and look respected? 2. Does my appearance promote career success or failure? 3. Does my appearance make me feel good? Professional Appearance for Men • Suit or Sport Coat • Shirt • Tie • Shoes • Socks • Belt • Jewelry • Hair • Fragrance • Nail Care Professional Appearance for Ladies • • • • • • • • • Suits and Jacket Dresses Blouse Shoes Jewelry Hair Makeup Fragrance Nail Care Communicate Effectively In Person and Online Quality and Quantity Body Language Building Strong Nonverbal Skills Eye contact Use posture to show interest Reduce or eliminate physical barriers Probe for more information Interpret nonverbal meanings in context Appreciate the power of appearance Observe yourself on video Four Space Zones for Social Interaction Build Relationships You Get Only What You Put In Networking Canadian Hospitality Business Culture Impression Management The process by which people try to control the impression others have of them Personality Personality is: A relatively stable set of characteristics that influences an individual’s behaviour Influenced by both environment and heredity Personality, Perception, and Attribution “ Individuals are unique in terms of their skills, abilities, personalities, perceptions, attitudes, emotions, and ethics. ” Variables Influencing Individual Behaviour Recognizing How Culture Affects Communication Culture: “The complex system of values, traits, morals, and customs shared by a society, region, or country.” Dimensions of Cultural Differences Present Yourself Handshakes Eye contact Personal space Interruptions Hand gestures Take initiative Are Canadian Really that Polite?! Speak up and say what you mean, politely. Showing negative emotion is problematic. Be humble, show strong focus. Listen without interrupting. Answer direct questions directly. Don’t expect favours or privileges. Only offer to help if you mean it. Speech Softeners and Communication Crimes https://vimeo.com/channels/canadianculture Conflicts Canadians try to focus on positive. They don’t like conflicts and complainers. Complain politely. Smile. Don’t yell, be polite but insistent. 10 Canadian Workplace Tips 1 Smile & Be Polite Say “Please”, “Thanks’” & “You’re Welcome” to EVERYONE. Say “Sure” rather than “Yes” and “Sorry” rather than “No”. Be polite to servers in restaurants. 10 Canadian Workplace Tips 2 Learn Small Talk Break the ice at the beginning of the conversation by talking about the weather, sports, kids or pets. Weather is a safe topic. Nobody is going to be offended if you start talking about the weather. 10 Canadian Workplace Tips 3 Taboo Subjects Don’t talk to strangers or acquaintances about: Age, Money, Religion, Politics. Don’t ask questions that are too personal. If you really want to ask a personal question, you need to ask permission to ask. Use this structure: “Can I ask you your age?” 10 Canadian Workplace Tips 4 How to Make Friends at Work Canadians are often slow to make friends at work. They tend to be friendly and you might think that that means they like you. Unfortunately, it’s not necessarily true. Every Friday, ask their plans for the weekend and remember to ask about those plans on Monday. Ask about their kids and pets. 10 Canadian Workplace Tips 5 Show Self-Confidence In Canada, people expect you to be proud of your accomplishments. Practice speaking confidently about yourself. Humble is not really valued here. 10 Canadian Workplace Tips 6 Ask Questions Speaking up in meetings, offering opinions and asking questions will help get you a promotion in Canada. 10 Canadian Workplace Tips 7 Be Dependable Don’t lie. If you say you’ll do something, do it. If you can’t do it, ask for help. Never say yes to something you absolutely can’t do. Be on time. In Canada, you are expected to arrive 10 or 15 minutes early for any job, business meeting or appointment. 10 Canadian Workplace Tips 8 Help Your Coworkers Understand Your Culture, too During breaks or at lunchtime, share some celebrations from your culture or religion. 10 Canadian Workplace Tips 9 Emails & Telephone: K.I.S.S. In business communications, you are expected to Keep it Short and Sweet. This means that you should tell them directly and politely what you want or need from them. 10 Canadian Workplace Tips 10 Public Displays of Emotion ‘Leave your problems at the door”. This means your personal issues shouldn’t affect your ability to do your job or interact with other people. Canadians accept seeing people hug each other in public, but they don’t usually kiss (or cry) in front of others. The Diverse Workforce Diversity: All forms of individual differences, including culture, gender, age, ability, personality, religious affiliation, economic class, social status, military attachment, and sexual orientation Diversity’s Benefits and Problems Benefits Problems Attracts and retains the best Resistance to change Improves marketing efforts Lack of cohesiveness Promotes innovation Communication problems Better problem solving Interpersonal conflicts Enhances organizational flexibility Slowed decision making Diversity in Canada Aboriginal peoples Anglophone and Francophone communities Multitude of cultures over centuries, decades Immigration population is about 20% of Canadian population By 2020 Canadian workforce will include: More cultural diversity More females More people of an older age More people with [dis]abilities Age Diversity in Canada Generation Silent Generation Baby Boomer Gen X Gen Y (Millennials) Born 1930 –1945 Who are they? • Loyal 1946 –1964 • Activists for employee and moral rights in workplace 1965 –1981 • Impatient • Value family over work 1982 –2000 • Early access to technology • Connection to parents THANK YOU!