Project Synopsis Final Draft

• 1. Workplace context

Workplace bullying is verbal, physical, social or psychological abuse by an employer, another person or group of people at work. It can happen in any type of workplace and to anyone (Australian Human Rights Commission, 2011). Bullying would lead to behaviors that intimidate, degrades, offends, humiliates, another often in the presence of others.

Employees facing irate customers often have not been trained to properly handle these situations.  Thus, policies and training are necessary for employees working in the service sectors to be equipped with the right skills to deal with such customers with minimum stress. This issue must be addressed tactfully or else it may lead to consequences such as high staff turnover and serious psychological problems in the long term (Careerone, 2017).

Singapore Airlines has been chosen as the workplace to feature with the intention to bring awareness of the interpersonal communication issues that happens commonly during a typical air flight to most people or frequent flyers. With the available primary and secondary sources on ex-flight attendants’ experiences, most credible information would be garnered.

• 2.    Project’s thematic focus

For this project and research purpose, the team has taken on a case study of Singapore’s national carrier – Singapore Airlines.

There are many divisions in Singapore Airlines. The project will focus on the cabin crew division, particularly the cabin crew and the workplace in aircraft. To most people, a flight attendant job presents a glamourous and luxurious image (Mitsueki, 2013). However in reality, the life of a flight attendant is considered to be harsh as it is simply not “coffee or tea” service (Price, 2015).

As there are several negative aspects of being a flight attendant, this project will focus on inflight interpersonal communication issues between the flight attendant and passengers. Workplace harassment from passengers is one of the main issue as highlighted by Hilary, a former Singapore Airlines flight attendant (Hilary, 2016). There are many different types of passengers of different characteristics and personalities which have different expectations and demands (Airliners Net, 2003).

As demands of flight passengers have increased over the years, there is a higher possibility that they would create more difficult situations for flight attendants (IATA, 2016). Thus, there is a need to educate and suggest the standard procedures in handling these passengers effectively in such situations and to protect the interest of flight attendants.

• 3.    Interpersonal communication problem being explored

The interpersonal communication problem identified lies between flight attendants and passengers. During an interview with a former flight attendant, she shared four real life incidents which she experienced during her flying career. Based on her recount, four common communication issues are being analyzed and discussed.

3.1  Verbally Abusive Communications

When a customer is agitated by anger, some would tend to express their dissatisfaction and may turn verbally abusive towards the flight attendant. In serious cases, they may scold the flight attendants using abusive language which will affect their morals. Such situation is off the limits and need to be dealt accordingly.

3.2  Unaware of the Extent of Interaction

Some uncivilized passengers may unknowingly create discomfort towards flight attendants due to a difference in each other’s cultural backgrounds. These passengers must be let known of the extent of their ‘friendliness’ otherwise, flight attendants may deem the actions as a form of harassment.

3.3  Uncontrollable Situations

It is common for passengers to consume alcohol on the plane. However, undesirable outcomes may happen if their alcohol intake is not controlled. Passengers who have as a result become drunk or tipsy may cause a disruption or be physically abusive on the plane during the process of handling them.

3.4  Demanding Requests

Extremely fussy passengers who nitpicks on flight attendants will raise unreasonable requests such as giving pointless or impossible tasks to the flight attendants that may have no relation to their job scopes. These passengers are abusing their passenger authority to intimidate flight attendants to make them feel less important and undervalued.

• 4.    The nature of your project’s professional importance

In the case study, the scenarios such as verbally, physically, uncivilised, drunk, difficult and fussy customers was studied. Thus, regardless of the nature of the situation, it is important that the cabin crew approach with tact. Workplace abuse and bullying situations by customers are usually problematic instances where the service personnel have to handle difficult customers. According to a research by Monash University, service personnel who possess effective problem solving and communication skills are more employable (Monash University, 2012).

The Thomas-Kilman Conflict Mode instrument consists of the five styles: competing, collaborating, compromising, avoiding and accommodating. These styles can be adopted to assist cabin crew members in customizing their approaches towards passengers who require more than regular assistance.

With reference to the Thomas-Kilman conflict mode, Tam (2015) suggests that one must first understand that conflict has occurred, understand the style that may best suit the parties in conflict as well as the desired outcome. Most importantly there should be a conflict management plan. Amalgamating the established scenarios within Singapore Airlines, commercial value of problem-solving staff, the Thomas-Kilman Conflict Mode as well as Understanding Conflict and Conflict Management, the following steps have been proposed:

• Stop, stay-calm and do not react, quickly analyse the situation
• Remember the purpose of conflict management: to achieve passenger satisfaction to the best of one’s ability
• Should one be unable to, remove oneself politely and attempt to get assistance in achieving the purpose of conflict resolution

Singapore Airlines is known for being a benchmark in the service industry, especially within the aviation sector. The cabin crew are known to exude service from the heart, a standard that is a representation of Singapore.

• 5.    The objective and scope of your study

The study seeks to identify and understand the existing issues pertaining to bullying and abuse between passengers and the cabin crew, specifically towards the commercial operating environment of Singapore Airlines.

The scope of the study has been designed within the parameters of workplace bullying and abuse of cabin crew by international passengers during inflight exchanges. Through the study, the team seeks to identify a range of common to unknown interactions. With the identified interpersonal communications, the team aims to understand better of the exchanges between both parties as well as exploring options/methods on how to deal with the interpersonal communication problem presented.

• 6.    Data collection/research method

To better understand the situation at Singapore Airlines, a combination of primary and secondary sources was consulted, including online research through news articles and videos. In-depth interviews were conducted with previous Singapore Airlines Cabin Crew members. Stuff.co.nz provided great visual and descriptive insights on the unknown skills and talents of the cabin crew. Singapore Airlines also released footage of the cabin crew’s training through role-playing assignments. Furthermore, a fellow team member’s recount on her work experience provides further insights on the training needs.

• 7.    Potential solutions/implementation for problem resolution

Understanding the underlying issue of workplace bullying, the team believes, that in any situation the employee is caught in, he/she should remain calm when responding to passenger. To further resolve the issue on hand, the employee should follow the standard operating procedures (SOP) implemented by the company. By following company’s SOP, the employee will not be faulted by the management.

The management acknowledges of such situations that are occurring onboard the aircraft. As such, voyage report is implemented. Typically written by a ranking crew, a voyage report is written, completed and submitted to the management after a flight into Singapore (home base). Additionally, customer complaints department would receive a copy of the voyage report. The voyage report serves as a platform for cabin crew to explain in details and account for any one particular incident on the flight. It acts as a defense tool used by cabin crew to explain their actions taken. It should also explain and help both management and customer complaints department understand that the incident happened because of the difficult passenger who caused unpleasantness.

While a voyage report may reduce the chances of a flight attendant being called by to office, taking immediate appropriate action onboard may be a more effective solution. Completing a service recovery may improve passenger’s satisfaction and decrease the possibility of the passenger writing in a complaint.

Mentioned earlier in the report, the four situations that were discussed include:

7.1  Verbally Abusive Communications

Flight attendant caught in this situation should not get affected and worked up when being verbally abused. Instead, the crew should be firm and warn the passenger that he/she will not take in such negative and unruly feedback. The crew should also report this situation to his/her complex leader so that a voyage report would be written to protect the crew. As a complex leader, the senior crew should complete a service recovery by calming the passenger down and offering a listening ear.

7.2  Unaware of the Extent of Interaction

In this situation, the flight attendant should express his/her discomfort firmly and politely. The crew should also teach the passenger of the appropriate manner to get attention – pressing the call button.

7.3  Uncontrollable Situations

There are several actions that can be taken by the crew. The crew should have monitor the alcohol consumption of each passenger. If a passenger is noted to be tipsy, the crew should slow down the response time of serving another glass of alcohol. If cocktail was ordered, the drink can be diluted by increasing the ratio of non-alcoholic content.

There may be incidents where passengers will become very unruly. This situation cannot be controlled merely by staggering consumption rate or diluting the drinks. In the worst possible scenario, the crew will inform the flight in-charge who will communicate to the flight commander (captain) about the situation that is going on in the cabin.

The commander may issue a warning before issuing a restrain order on the passenger. If the restrain order is issued, the unruly passenger will be restrained to his/her seat for the rest of the flight.

7.4  Demanding Requests

Flight attendant facing extremely difficult passengers may seek help from senior crew who are more experienced. They may try to fulfil the demanding requests to their best ability or offer alternatives when there is a lack of resources to present what is demanded. A voyage report will be submitted for such incidents to protect the crew from an unreasonable after-flight complaint. This passenger’s preferences will be recorded in the system and issued out as memo to future crew who will be serving on that passenger’s flight.

• 8.    Benefits to the workplace

When employees can practice more patience and tolerance towards the passengers, service quality in the cabin would improve. According to Thomas-Kilmann Conflict Mode Instrument, accommodating mode is important in this line of service as employee can use it to create good will or keep peace which will usually result in increasing passengers’ satisfaction with the company.

Practicing company’s SOP will ensure that crew presents a similar, if not exact, service standard across all flights by Singapore Airlines. By doing so, it will help manage passengers’ expectations of the company. When passengers’ satisfaction improves, workplace satisfaction for employees will improve too.

• 9.    Conclusion

Workplace bullying (by passengers) in this industry is not a new issue. This has dire consequences as it affects an employee’s efficiency and satisfaction while working. These often lead to higher turnover rate. Even though the company continuously recruit new employees to replace the ones who left, training costs is considerably more than that of retaining current employees.

Through the study of workplace bullying that occurs in terms of inflight interpersonal communication, this project also presents another side of a flight attendant’s life. The list of situations presented in the study is not exhausted and there is more of what cabin crew face daily in the aircraft. Being able to deal with interpersonal communications issues will improve not only improve passengers’ satisfaction, but also workplace satisfaction.

References

Airliners Net. (2003). Retrieved from http://www.airliners.net/forum/viewtopic.php?t=215003

Australian Human Rights Commission. (2011). Workplace bullying: Violence, Harassment and Bullying Fact sheet. Retrieved from Australian Human Rights Commission: https://www.humanrights.gov.au/workplace-bullying-violence-harassment-and-bullying-fact-sheet

Careerone. (2017). Customer abuse leaves employers open to litigation. Retrieved from Careerone: http://advertisers.careerone.com.au/hr/hr-best-practices/workforce-management/employee-retention-strategies/customer-abuse-leaves-employers-open-to-litigation.aspx

Hilary. (2016). 1 year after SQ. Retrieved from Dayre: https://dayre.me/tieponytail/skRWRVxyYm

IATA. (2016, Feburary 4). Demand for Air Travel in 2015 Surges to Strongest Result in Five Years. Retrieved from International Air Transport Association: http://www.iata.org/pressroom/pr/Pages/2016-02-04-01.aspx

Mitsueki. (2013). Mitsueki - Singapore Lifestyle Blogger. Retrieved from Life of a Air Stewardess & Air Steward // The Harsh Reality: http://mitsueki.sg/

Monash University. (2012). Developing and Describing Employability Skills. Employability Skills: Hospitality.

Price, R. (2015). A former Singapore Airlines flight attendant tells all in a revealing blog post. Retrieved from Travel Stuff: http://www.stuff.co.nz/travel/news/68407934/A-former-Singapore-Airlines-flight-att

Tam, E. (2015, January 2015). Understanding conflict and conflict management . Retrieved from Issuu: https://issuu.com/edvardt/docs/understanding_conflict_and_conflict

Project Synopsis Draft 2

Specific workplace context

Singapore Airlines has been chosen as the company for our training video. This training video will revolve around pre-flight briefing, ground preparation, cruising, and disembarking stages with Singapore Airlines. The video will be played to all flight attendants who will be on duty before boarding each flight, at the Singapore Airlines training center situated in Changi Airport. The scenes will take place during the ground preparation, cruising, and disembarking stage, the location would be on the plane. This workplace was chosen with the intention to bring awareness of the interpersonal communication issues that happens commonly during a typical flight to most people. Furthermore with Glenda’s past experience as a flight attendant, it makes the issue more credible. Thus, it is a good workplace context to explore and feature into.

Project’s thematic focus

The project’s thematic focus will be on the aviation industry. It will feature the whole flight process from pre-flight to disembarking stages. The characters would include flight attendants and passengers which are of different nationalities and characteristics. There will be different situations identified in the case of the interpersonal communication issue and the most ideal resolutions would be suggested for each scenario so that audience would be educated of how to resolve such matter if it occurs.

Interpersonal communication problem being explored

The interpersonal communication problem being explored is workplace bullying and abuse. This project will highlight the possible bully and abuse cases which commonly occurs in most flights and most flight attendants would have faced such incidents by most flight attendants. These incidents are real life scenarios which Glenda experienced while she was working as an air stewardess for three years. Respective resolutions will be suggested and included in the training video for each interpersonal communication issue. This video would better train and educate flight attendants of the scenarios so they can understand how to deal with such situations in real life.

The nature of your project’s professional importance

Singapore Airlines is known for being a benchmark in the service industry, especially within the aviation sector. The cabin crew are known to exude service from the heart, a standard that is a representation of Singapore.

The professional importance of the project is towards maintaining and improve service standards through educational entertainment with the aid of a training video. The video seeks to communicate potential scenarios where abuse and bully may happen and a structured framework towards approaching, addressing and remedying the situation.

This enables both newly hired and experienced cabin crew members to be educated and refreshed on the preferred approach on remedying these situations. Done through a video, it greatly assists organisations such as Singapore Airlines in maintaining standards while maintaining consistency and training costs. The cost of producing a training video versus recurring training sessions.

The objective and scope of your study

The study seeks to understand the existing issues pertaining to bullying and abuse between airline guests and the cabin crew, specifically towards the commercial operating environment of Singapore Airlines. To better understand the situation at Singapore Airlines, a combination of primary and secondary sources have been consulted, including research online through news articles and videos, as well as interviews with previous Singapore Airlines Cabin Crew members.

The scope of the study has been designed within the parameters of workplace bullying and abuse of cabin crew by international guests during inflight exchanges. The interaction seeks to portray the more common as well as unknown exchanges as well as how to deal with them.

Proposed data collection/research method

To better understand the situation at Singapore Airlines, a combination of primary and secondary sources have been consulted, including research online through news articles and videos, as well as interviews with previous Singapore Airlines Cabin Crew members. Stuff.co.nz provided great visual and descriptive insights on the unknown skills and talents of the cabin crew. Singapore Airlines also released footage of the cabin crew’s training through role-playing assignments. Furthermore, a fellow team member’s recount on her work experience provides further insights on the training needs.

Potential solutions/implementation for problem resolution

To address the problem of handling workplace bullying, the team will look to produce a short four-minute video on how to respond effectively. In the video, various scenarios that can happen in the cabin will be address and methods to resolve the situation or avenues to seek help from, will be highlighted and mentioned accordingly.

For example, the team believes that in any situation the employee is caught in, he/she should remain calm when responding to passenger and follow the standard operating procedures implemented by the company.

To an angry/verbally abusive passenger: Employee should apologise sincerely for causing inconvenience and replied firmly that he/she should not be verbally abused. Employee should notify his/her supervisor of the incident and also explain to the passenger that the supervisor/in-charge has been informed and will be tending to her shortly. Employee should excuse herself nicely that she has to be of service to other passengers at that moment.

To an uncivilized passenger who keeps tugging the employee’s uniform: Crew should be firm but politely respond by asking the passenger to refrain from tugging his/her uniform. Employee can educate passenger on how to utilise the call button which is next to their seat.

To a drunk passenger: Employee must request for them nicely and firmly to turn down their voices politely. Employee can also consider diluting drinks and taking a longer time to get back to the drunk passenger.

To a difficult passenger who is making a fuss over the temperature of her champagne: Employee should apologise sincerely and offer another glass of champagne or check with the passenger if he/she would prefer an alternative drink. Employee may also check with supervisor/in-charge if they are able to offer another brand from an upper tier class.

Benefits to the workplace

When employees can practice more patience and tolerance towards the passengers, service quality in the cabin would improve. According to Thomas-Kilmann Conflict Mode Instrument, accommodating mode is important in this line of service as employee can use it to create good will or keep peace which will usually result in increasing passengers’ satisfaction with the company.

The team believes that the video produced will be able raise awareness about the extent of this industry workplace abuse. This video may further serve as an educational tool for both management and the employees, in identifying the various situations that can take place, and knowing how to handle such situations within the workplace environment.

Concluding thoughts

Workplace bullying (by passengers) in this industry is not a new issue. However, this has dire consequences as it affects an employee’s efficiency and satisfaction while working. These often lead to higher turnover rate. Even though the company continuously recruit new employees to replace the ones who left, training costs is considerably more than that of retaining current employees.

The team is keen to provide our solutions to address this issue in order to improve workplace satisfaction and is confident that the proposed solution is effective in resolving the problem of workplace bullying.

References

http://www.stuff.co.nz/travel/news/82703594/Inside-the-Singapore-Airlines-Training-Centre-How-to-be-a-Singapore-Girl

https://www.youtube.com/watch?v=Sowy6pElYCo

https://www.youtube.com/watch?v=qu4Ny8obYoo

https://www.youtube.com/watch?v=_3avS9lOpRM

Project Synopsis Draft 1

Specific workplace context

Singapore Airlines has been chosen as the company for our training video. The training video will revolve around pre-flight briefing, ground preparation, cruising, and disembarking stages with Singapore Airlines. The workplace context during the pre-flight briefing stage will be at the Singapore Airlines training center situated at Changi Airport. During the ground preparation, cruising, and disembarking stage, the location would be on the plane. This workplace was chosen because there are a lot of

Interpersonal communications issue happened during a flight which many passengers may not aware of. Furthermore, with Glenda’s past experience as a flight attendant, it makes the issue more credible. Thus, it is a good workplace context to explore and feature into.

Project’s thematic focus

The project’s thematic focus will be on the aviation industry. It will feature the whole flight process from pre-flight to disembarking stages. The characters include flight attendants and passengers which are of different nationalities and characteristics. There will be different situations identified in the case of the interpersonal communication issue and the most ideal resolutions would be suggested for each scenario so that audience would be educated of how to resolve such matter if it occurs.

Interpersonal communication problem being explored

The interpersonal communication problem being explored is workplace bullying and abuse. The project will highlight the possible bully and abuse cases which commonly occurs in most flights and most flight attendants would have faced such incidents. by most flight attendants. These incidents are real life scenarios which Glenda experienced while she was working as an air stewardess for three years.

The nature of your project’s professional importance

Singapore Airlines is known for being a benchmark in the service industry, especially within the aviation sector. The cabin crew are known to exude service from the heart, a standard that is a representation of Singapore.

The professional importance of the project is towards maintaining and improve service standards through educational entertainment with the aid of a training video. The video seeks to communicate potential scenarios where abuse and bully may happen and a structured framework towards approaching, addressing and remedying the situation.

This enables both newly hired and experienced cabin crew members to be educated and refreshed on the preferred approach on remedying these situations. Done through a video, it greatly assists organisations such as Singapore Airlines in maintaining standards while maintaining consistency and training costs. The cost of producing a training video versus recurring training sessions.

The objective and scope of your study

The study seeks to understand the existing issues pertaining to bullying and abuse between airline guests and the cabin crew, specifically towards the commercial operating environment of Singapore Airlines. To better understand the situation at Singapore Airlines, a combination of primary and secondary sources have been consulted, including research online through news articles and videos, as well as interviews with previous Singapore Airlines Cabin Crew members.

The scope of the study has been designed within the parameters of workplace bullying and abuse of cabin crew by international guests during inflight exchanges. The interaction seeks to portray the more common as well as unknown exchanges as well as how to deal with them.

Proposed data collection/research method

To better understand the situation at Singapore Airlines, a combination of primary and secondary sources have been consulted, including research online through news articles and videos, as well as interviews with previous Singapore Airlines Cabin Crew members.

Potential solutions/implementation for problem resolution

To address the problem of handling workplace bullying, the team will look to produce a short five-minute video on how to respond effectively. In the video, various scenarios that can happen in the cabin will be address and methods to resolve the situation or avenues to seek help from, will be highlighted and mentioned accordingly.

For example, the team believes that in any situation the employee is caught in, he/she should remain calm when responding to passenger and follow the standard operating procedures implemented by the company.

To an angry/verbally abusive passenger: Employee should apologise sincerely for causing inconvenience and replied firmly that he/she should not be verbally abused. Employee should notify his/her supervisor of the incident and also explain to the passenger that the supervisor/in-charge has been informed and will be tending to her shortly. Employee should excuse herself nicely that she has to be of service to other passengers at that moment.

To an uncivilized passenger who keeps tugging the employee’s uniform: Crew should be firm but politely respond by asking the passenger to refrain from tugging his/her uniform. Employee can educate passenger on how to utilise the call button which is next to their seat.

To a drunk passenger: Employee must request for them nicely and firmly to turn down their voices politely. Employee can also consider diluting drinks and taking a longer time to get back to the drunk passenger.

To a difficult passenger who is making a fuss over the temperature of her champagne: Employee should apologise sincerely and offer another glass of champagne or check with the passenger if he/she would prefer an alternative drink. Employee may also check with supervisor/in-charge if they are able to offer another brand from an upper tier class.

Benefits to the workplace

When employees can practice more patience and tolerance towards the passengers, service quality in the cabin would improve. According to Thomas-Kilmann Conflict Mode Instrument, accommodating mode is important in this line of service as employee can use it to create good will or keep peace which will usually result in increasing passengers’ satisfaction with the company.

The team believes that the video produced will be able raise awareness about the extent of this industry workplace abuse. This video may further serve as an educational tool for both management and the employees, in identifying the various situations that can take place, and knowing how to handle such situations within the workplace environment.

Concluding thoughts

Workplace bullying (by passengers) in this industry is not a new issue. However, this has dire consequences as it affects an employee’s efficiency and satisfaction while working. These often lead to higher turnover rate. Even though the company continuously recruit new employees to replace the ones who left, training costs is considerably more than that of retaining current employees.

The team is keen to provide our solutions to address this issue in order to improve workplace satisfaction and is confident that the proposed solution is effective in resolving the problem of workplace bullying.

A Hotel Service Recovery Letter

Dear Mr Bennert,

Thank you for choosing to stay with us and for taking the time to write about your experience with us at (insert hotel name). We would like to offer our apologies on both the breakfast entitlement and the technical issues regarding the roof top pool access. At (insert hotel name), we pride ourselves on continuous improvement and your feedback will help us to design an impeccable stay for our valued guests.

We share your disappointment that it must have been frustrating to face issues with breakfast especially when you had been travelling with family and children. Upon investigation with the Front Desk Agent, Alex, who assisted you, it had been indicated that your booking confirmation included no breakfast. However, we should have taken the initiative to clarify with Agoda on your booking entitlements in that moment. Please be assured that in the future this will not happen again.

With regards to the key card fault, we regret that it tainted your experience in enjoying our Infinity Pool. We are currently installing a new key card system by 1 March 2017 to eliminate the shortcomings in our hardware. In the unlikelihood where this issue arises again, please do not hesitate to contact any of our Guest Service Agents through the phone terminals on every level of our lift lobbies. We will send you a new key immediately.

We are constantly improving our guest experience. As a form of sincerity, we would like to extend one complimentary breakfast for your family of five on your next visit. Please leave us with your e-mail address such that we may be in touch with you soonest.

We sincerely look forward to welcoming you and your family back with us again on your next visit to Singapore.

Warmest wishes,

Claudia Ng

Guest Relations Officer

(insert hotel name)

285 words

Assignment 2: Reflection On An Interpersonal Communication Problem

During my latest internship at a hotel, I encountered several communication issues. One of the most memorable was the encounter with these hotel guests that travels in a group of ten families.

It was the day for this big group of guests to check out. Each family came down to the lobby and they requested for bottles of distilled water at the concierge counter. Initially, I was not aware that these guests travel in a large group. Thus, upon the request of the first two families who reached the lobby early, I went into the luggage room which was quite a distance away from the concierge counter, to collect the distilled water which each guest room is entitled for.

Some time after, another batch of this large group of families came down and requested for the complimentary distilled water after seeing the first two families drinking from it. Once again, I went into the luggage room to collect the bottles of water, thinking that this group of families have all reached the lobby and not expecting this group to be so huge. Only after I passed this batch of guests the distilled water and they went to sit at the lobby couches, then I realize that they were waiting for more families to head down to check out.

Finally, the last batch of most families came down to the lobby. They too, requested for distilled water. This time, there were six families that came down at one go and they were all surrounding the counter and requested for the distilled water one by one. The situation was chaotic so I decided to ask for a total number of bottles so as not to make extra trips to collect the bottles.

However, only two distilled bottles were left and I had to went back to the guest who told me the total number of bottles a while ago and inform him about it. By this time, this large group of families have gathered and overcrowded the lobby area, to sing a birthday song for one of the family members. As I was finding the guest with the intention of informing him about the lack of distilled bottles, the "leader" of the group came forward and ask what was I doing. Before I was going to explain to him about my situation, he told me off as they are going to sing the birthday song. Thus, I explained to him in short about it, and he responded by saying he did not request for any bottles of water. I then identified the one who requested from me. To my dismay, the "leader" told me not to listen to him and gestured his own head, signifying that the one who requested has mental problems.

At this point, I felt all my time and efforts in finding more bottles of water have been wasted and I could have used this time to do the work I have on hand. So, what or how could I better communicate with this large group of families so as to be more productive?

My Personal Branding

Personal branding is the essence of marketing oneself and their career as brands. The first step to personal branding is to understand our authentic self and find our unique selling point. We have to be truthful to ourselves and fully believe in it so that others can buy into it. If there is lack of belief, it is very difficult to convince others and sell our value.

I am someone who is more open-minded and easy going with people. I am self-aware that I like simplicity and do not like to complicate matters which may lead to unnecessary conflicts. With an above average self-esteem, I am less wary of my insecurities in front of others because I am content with what I have and do not dwell much into it. The understanding of my character and knowing about my preference have made me create a self-concept of treating people with sincerity and bringing joy in conversations with people. Most of my friends pinpointed out that they see me as happy-go-lucky person, which explains my self-image. All these are my expectations and perspective of how I want to portray myself in front of public.

In terms of self-disclosure, I am more reserved in giving out information about myself during the first encounter with someone or acquaintances as I do not know him or her well. I tend to observe first to understand their characteristics so as to gauge the appropriate communication method to take to leave an acceptable impression to others. Having said that, I like to make a conscious effort to get to know someone else better as interact people interaction and create good relationships with people. As for friends that I am quite familiar or close with, I usually will be open and speak out of my mind because they know my character well and understand most of my intention in doing something.

Sometimes I have to keep a professional image during work in the corporate world. I would dress in a formal outfit and be conscious of the verbal tones and words being used so as to present professionalism in front of the corporate personnel. It is important to create eye contact and be engaging with them to give a good impression.

Personal branding not only ties in closely with one's character, but it has to be tweaked according to different kinds of occasion or the different parties we interact with.

Assignment 1: Self-Introduction Formal E-Mail

To: Brad Blackstone
From: Claudia Ng
Date: January 17, 2017
Subject: Self Introduction

Dear Brad,

Please allow me to take this opportunity to introduce myself. My name is Claudia Ng and I am currently a second-year undergraduate of bachelor's degree in hospitality business with a specialization in MICE industry at Singapore Institute of Technology (SIT). The purpose of this email is to introduce my educational and professional background, as well as sharing my communication strengths and weaknesses.

Prior to entering the university, I graduated from Ngee Ann Polytechnic with a Diploma in Hotel and Leisure Facilities Management where I acquired both operations and management skills of the hospitality industry. Subsequently, I interned at Singapore Exhibition Services as a conference assistant and it was an enriching six-month internship where I managed to learn different aspects of events. My most recent four months industry attachment under SIT was at Ramada and Days hotel as a front office associate. I gained valuable insights of different front office functions from the rotation among service centre, concierge and front desk within the front office department.

Being an active listener and someone who enjoys human interaction, I am able to interact with most people comfortably regardless of friends or strangers. As for my communication weakness, I tend to get nervous easily during presentations and this may result in stumbling over my words or increase the usage of filler words. Having identified my weakness, I tackle it by practicing several times before each presentation. Meanwhile, I am also working towards building up my presentation confidence.

I hope you have a better understanding of me from this brief self-introduction.

Thank you.

Yours Sincerely,
Claudia Ng
Email: Claudia.Ng_2015@SIT.SingaporeTech.edu.sg