Republic of the Philippines

BOHOL ISLAND STATE UNIVERSITY

Main Campus
C.P.G. Avenue, Tagbilaran City, Bohol 6300
Vision : A premiere S & T University for the formation of a world – class and virtuous human resource for sustainable development of Bohol and the country.
Mission : BISU is committed to provide quality higher education in the arts and sciences, as well as in the professional and technological fields; undertake research and
development, and extension services for the sustainable development of Bohol and the country.

COLLEGE OF BUSINESS, ARTS, AND SCIENCES

Bachelor of Science in Hospitality Management
First Semester, A.Y.: 2021 – 2022

Subject Code: THC5 Year and Section: BSHM 3

Subject Title: Prof Development & Applied Ethics Instructor: Michael O. Orimaco

Course Description:
This course describes the skills, knowledge and performance outcomes required to develop the
ability of students to become professionals in their field by understanding the ideas of improving
ones personality and ways on how they are going to be valued in the business industry by
means of presenting ideas like company meetings, professionals networking, interviews and
through proposals of services considering the proper collaboration to their associates and
portraying professionals business ethics. It also teaches writing skills and emphasize in verbal
communication and preparation of plans that requires them to research career options and
company potentiality and stability to develop strong and effective.

Course Outcomes 6
Provide services in a professional manner and demonstrate etiquette in various situations.

Learning Objectives
By the end of this section, you will be able to:
1. Demonstrate ethical behavior and follow professional codes of conduct;
2. Apply the principles of business etiquette, protocol and procedures.
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Module 8: Projecting a Positive Social Image Part II

A. Proper Way of Introduction

Introductions are an important social and professional skill, and everyone can benefit from
learning the proper way to do an introduction. Whether you are introducing two or more people
to each other, introducing a new idea or concept in a meeting or need to introduce yourself to
others, preparing and practicing different introductions can make you feel more confident when
it is time for you to do one. In this article, we discuss how to prepare and deliver a great
introduction with tips and examples.

An introduction is a polite method of starting a conversation and establishing a connection

between yourself and someone else or between two or more people you know who don't know
each other. Introductions explain who the person you are introducing is and what the people you
are introducing them to need to know about them.

Importance of introductions
Introductions are important because they help people feel comfortable around each other. When
you are meeting someone you don't know for the first time, an introduction can help you start a
conversation with someone you don't know, expand your professional network and create a
positive first impression of who you are. When you are introducing two or more people to each
other, a great introduction can lead to a meaningful discussion and a lasting connection being
built.

How to do introductions
Follow these steps to deliver a great introduction:
 State the name of the person you are making an introduction to
The polite way to begin an introduction is to start with the name of the person you are
making the introduction to. In most situations, this is the person who is older, has a higher-
ranking position or that you have known the longest. You can skip this step if you are
introducing yourself to someone you are meeting for the first time and you don't know the
other individual's name.
 Inform them of your intent
The next statement you make should inform both parties of your intent to introduce them to
each other. Here are a few examples of statements you can use to inform others you are
making an introduction:
"I would like you to meet..."
"It's a pleasure to introduce..."
"I would like to introduce..."
"I would like to present..."
"May I introduce..."
"May I present..."
"This is..."
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"My name is..."

The statement you choose to use in this step may change based on the individuals you are
introducing and the setting where the introduction is taking place.
 State the name of the person who is being introduced
After informing the parties of your intent to make an introduction, state the name of the
person you are introducing. In most situations, this is usually the younger person, has a
lower-ranking title or who you know the least about. If you are introducing more than two
people to each other, state the name of each person in ranking order beginning with the
highest rank and working your way down.
 Offer additional information, as appropriate
Finally, offer both parties information about each other that can help them establish a
connection or begin a conversation. You can use details such as common interests both
parties share, your relation to each party or how long you have known each person for.

B. Body Language

Body language is a type of communication in which physical behaviors, as opposed to words,

are used to express or convey the information. Such behavior includes facial expressions, body
posture, gestures, eye movement, touch and the use of space.
Body "language" must not be confused with sign language, as sign languages are languages
and have their own complex grammar systems, as well as being able to exhibit the fundamental
properties that exist in all languages. Body language, on the other hand, does not have a
grammar system and must be interpreted broadly, instead of having an absolute meaning
corresponding with a certain movement, so it is not a language, and is simply termed as a
"language" due to popular culture.
Body language is one of the primary ways we communicate with each other. The way you
present yourself, behave and act carries meaning. The meaning can be positive or negative.

 POSITIVE BODY LANGUAGE

Positive body language is a type of non-verbal communication that puts us in a position of
comfort, likeability and dignity. Also known as open body language, it helps us be open and
approachable to others—helping them feel at ease during interactions or exchanges. When
you pay close attention to your body language, you have the potential to navigate conflicts
and build new relationships.
 NEGATIVE BODY LANGUAGE
Negative or closed body language is nonverbal cues that affect your credibility and
influence. You act or respond through gestures, facial expressions and postures that may
offend or even hurt others. Your closed body language may drastically reduce your ability to
be effective and you may not even be aware of it.
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Keeping your body language in check is crucial for workplace settings as it has the power to
affect your professional relationships. You wouldn’t want to leave people with a wrong idea
about you, which is why you need to learn how to keep your silent signals in check.

Types of Body Language

1. FACIAL EXPRESSIONS
Seema and Richa ran into each other in a marketplace. While Seema was overjoyed to
meet her childhood friend and rushed forward to hug her, Richa looked a little confused and
her body language was stiff. Even though she enquired about Seema and her family,
Seema wasn’t sure if Richa was happy to meet her.
As Latin priest Jerome of Stridon once wisely said, “The face is the mirror of the mind, and
the eyes, without speaking a word, confess the secrets of the heart.”
Facial expressions can convey a gamut of feelings such as joy, sadness, sorrow, anger,
fear, or surprise. A person living in Mexico and another living in Greece will have different
words to convey emotions, but both may shed tears if they are sad.
2. EYE CONTACT
Richa wasn’t able to look into Seema’s eyes when the latter excitedly told her about the job
she was short-listed for. Her eyes wandered across the busy market street, and it seemed
she wasn’t paying attention.
Out of all the different types of body language, eye contact is one of the most important to
remember. Eyes are the windows to the soul. Avoiding eye contact usually indicates lying or
lack of attention or interest. So it is imperative to maintain eye contact for any
communication to be effective. Good body language starts with having a healthy amount of
eye contact during a conversation.
3. GESTURES
Unlike Richa, we should be mindful of the kinds of body language we use in our
conversation. Gestures are another type of body language that can convey our excitement,
anger, remorse, or hopelessness. Using gestures aids in effective communication as it
physically portrays our energy invested in a conversation.
While some types of body language are universal, some are contextual. Gestures, for
example, can have varied meanings across the world. While a ‘thumbs up’ gesture means
‘okay’ or ‘good’ in almost every English speaking culture and country, it is found to be
offensive in countries such as Brazil, Russia, or Germany.
4. VOICE
While Richa congratulated Seema about the new role she was so excited about, Seema
couldn’t help but notice that the tone and tenor of her voice conveyed something entirely
different. Richa’s tone seemed disinterested and a little sad to Seema.
Out of all the different types of body language, voice is the most important one. While we
experience most types of body language in physical communication, the tone and quality of
voice can be gauged through phone calls as well. People not only listen to your words but
also your voice. Maintaining a comfortable pace and suitable emotion to the context is
imperative.
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C. Public Speaking

Public speaking is a soft skill that requires excellent communication skills, enthusiasm, and the
ability to engage with an audience. Soft skills are interpersonal skills that are less technical and
more about how you interact with others.
Public speakers make presentations to a group. Presentations could range from speaking to a
small number of employees to presenting to a large audience at a national conference or event.
The same skill set and ability to be comfortable speaking in public are required regardless of the
size of the group.

Top Public Speaking Skills

When you want to highlight your public speaking skills in your cover letter or resume, or during
an interview, be sure to go beyond stating that you have "public speaking skills." Go into detail
about which aspects of public speaking you are good at, and provide specific examples of your
skills and expertise.
Some of the most important skills for successful public speaking include the following:
1. Clear Articulation
Of course, public speakers must be able to speak well. That includes enunciating, speaking
loudly enough, and using proper grammar without a lot of verbal crutches such as "um." It
helps to be able to talk well in ordinary conversation, but public speaking is a kind of
performance and, as such, requires practice and preparation.
Memorization is not usually necessary, because many people are able to speak in an
unscripted way to some degree. However, you must be familiar enough with your material
that you don't pause excessively, repeat yourself, or stumble over your words.
You also need to be able to pace yourself so that you finish on time rather than early or late.
2. Engaging Presentation Style
Presentation style includes vocal tone, body language, facial expression, and timing. The
right style can make a talk that could have been boring become exciting and engaging.
3. Assessing the Needs of the Audience
Some audiences want a lot of technical detail; others don't. Some will enjoy humor; others
won't. There are jokes that work in some crowds but not others. To draft a successful talk
and to adopt the appropriate presentation style, you need to be able to assess the needs of
your audience.
Tip: Before you begin speaking, think about your audience and what they hope to gain from
your presentation. That can help you assess their needs, which can help ensure that your
presentation is the best possible use of your time and theirs.
4. PowerPoint Skills
PowerPoint is a popular software used for creating slides. Not all public speakers use them,
but slides are so common that doing without them is sometimes called "speaking naked."
It's not only important to understand the technical aspects of using the software, it also helps
if you have the artistic ability to create slides that are aesthetically pleasing and easy to
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understand—or, you should work with a collaborator who can do so. Either way, you must
know how to integrate your slides smoothly into the other aspects of your presentations.
5. Composition Skills
Whether you prepare your talk ahead of time or just go with the flow, you must be able to
construct talks that are rational, coherent, and easy to understand, and that cover all the
points you want to hit.
Storytelling and humor help, and you must know how to use them. Public speaking is not
only a form of performance art; it also requires writing skills.
6. Other Public Speaking Skills
The skills mentioned above aren't the only ones that are important to public speaking. The
following skills and tips can make you an even more effective public speaker:
 Controlling performance anxiety
 Drafting an evaluation form that attendees are likely to complete
 Grabbing the attention of the audience with a powerful opening
 Handing out copies of slides in advance to minimize note-taking demands on the
audience
 Maintaining eye contact with the audience and providing an energetic, animated
physical presence
 Memorizing enough content so that the speech does not come off as a reading of
notes
 Modulating vocal tone to emphasize important points and avoid monotonous
presentation
 Organizing a logical flow to a speech
 Preparing examples that are relevant to the experience of the expected audience
 Providing compelling evidence to support themes
 Rehearsing the presentation and revising rough spots
 Researching information about the latest trends in an industry before presenting at a
professional seminar
 Restating critical points at the end of a speech to cement key concepts
 Reviewing feedback and modifying the approach for talks in the future
 Summarizing the topics to be covered at the beginning of a lecture to provide context
for attendees

D. Important Rules of Proper Telephone Etiquette

While so much communication today is handled online via email or social media, an actual
human voice on the other end of the phone line is still an integral part of many businesses.
“Make a good first impression” is a common rule of thumb in all walks of life, but especially for a
company. The person that answers your business line is the first, and often the most-lasting,
contact the caller will have with your business.
Even small things like the inflection of someone’s voice can make a world of difference. The
person answering your phones can shape the caller’s entire perception of your company. For
this reason, proper phone etiquette is essential to follow.
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1. Answer as Quickly as Possible

How quickly, or slowly, you answer a phone call greatly impacts the caller’s perception of your
company. In this fast-paced, impatient world, most people will hang up if the phone is not
answered after five or six rings. The callers who genuinely need something will be patient
enough to wait, but no one who waits through dozens of unanswered rings will be in a good
mood
A customer’s first impression of a business who fails to answer their phone promptly is that they
are lazy, rude, or do not value the caller’s business. They could also think that your business is
disorganized or understaffed. It does not inspire confidence that you will be able to handle their
needs. Do not let the phone ring for more than three or four rings before you answer calls.
If there truly is no one available to answer a call, be sure that a professional voicemail is set up
to allow the caller to have simple questions answered (e.g., hours, location) or to be connected
to a live person as soon as possible. Set this system up throughout your phone lines – for
example, if a particular team member can only be reached through extensions, don’t forget to
tell them to include a direct phone number in their voicemail for pressing concerns.
And just in case someone found themselves fumbling with their phone, include your company
name just to confirm they have the right or wrong number in the first place.
2. Be Prepared
Those answering your phones should be prepared ahead of time. Have a set standardized
greeting that everyone uses. Within a few seconds, the caller should know what company they
are calling and with whom they are speaking. While it is important to courteous and polite, avoid
being too informal – keep things professional.
Having answers readily available to frequently asked questions is wise. You want your staff to
come across as knowledgeable about the business and have confidence in their responses. It is
not a bad idea to have staff practice their phone etiquette. Things as small as the tone of your
voice, facial expressions, and body language can have a huge impact. You also want to limit
background noise and give the caller the same amount of attention you would give a friend on a
personal call.
3. Connect the Caller to the Proper Person
Very rarely is the person who answers your phone able to answer every question the caller has
or solve every issue that was presented. Be sure your employees know how to properly transfer
business calls and connect the caller with the correct person that can best help.
Instead of referring to transferring calls as “transferring,” try to use the word “connect” in its
place. Callers who are told they need to be transferred often feel like they are just being passed
around, and no one appreciates having to explain why they are calling or their problem multiple
times. This treatment is very common in the business world, so you automatically get bonus
points for a more considerate customer experience.
4. Get Permission to Put Caller on Hold
A caller should only be put on hold as a last resort. If a staff member absolutely cannot take a
call, they need to at least politely answer the phone and ask the caller if they can be placed on
hold. Most importantly, give the caller the time to respond. Small courtesies like this can go a
long way to helping the caller feel more relaxed and willing to wait on hold.
The general rule of thumb is to leave a caller on hold for a wait time less than one minute. If
their hold ends up being longer than that, briefly return to the customer on hold and explain the
situation and give them an option to continue to hold or to receive a return call.
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5. End the Call Properly

Despite being able to help the caller or not, be sure to properly end the call as well. Being polite
and courteous is just as important at the end of the call as it is at the beginning. No one wants to
feel rushed off the phone or like they are being an inconvenience. Thank them for calling and
end the call pleasantly – wish them a pleasant remainder of the day or some other pleasantry.
Lastly, be sure the customer hangs up first. You do not want them to think you hung up on them
in the middle of their sentence.
For business owners running a call center or using an answering service to address customer
calls, make sure you’ve ingrained your team members with these principles. You won’t be able
to give each individual call your full attention, and a team that neglects customer needs might
get away with it for a long time before negative word of mouth makes its way back to you.

E. Business Conduct and Office Etiquettes

It often feels like we spend more time at work than home; most of us spend 8 or more hours a
day in an office environment. This means that good office etiquette is incredibly important.
Workplace etiquette help coworkers feel comfortable around each other, and it leaves a good
impression.
To keep the peace and harmony in your office, here are a few etiquette rules to follow.
1. Be friendly to new employees
Take the time to introduce yourself to new employees and explain what your role is. Make sure
they know the areas you may be able to assist them in their new role. If they are on your team,
ask them to go out to lunch. Be a friendly face on their scary first day.
2. Watch your body language
Everyone has bad mornings, and sometimes they follow you into the office. Be aware of your
body language even when you aren’t saying anything. If you feel angry or frustrated, give
yourself a 10 minute “time-out” in a private space to bring yourself back to neutral. You don’t
want to give the wrong impression during a morning meeting or during your performance
reviews. Office etiquette requires professionalism even on your worst day.
3. Don’t be late
Whether it is arriving for work or to a meeting, being punctual actually means being five minutes
early. Showing up late is simply disrespectful. It delivers the message to your coworkers that
their time isn’t as important as yours.
4. Minimize the jargon
It is nearly impossible to escape corporate jargon, but it doesn’t mean you need to use it all the
time. The key is to make yourself understood in a clear concise way. Most of the time jargon is
far to vague, and you become impossible to understand. Tone it down and focus on good
communication.
5. Dress appropriately
Every office has a dress code; make sure that what you wear is appropriate to that code.
Whether you work at a corporate law firm, or it’s casual Friday, there will be a set of rules to
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follow. If you are unsure of your company’s dress code, your HR team will be able to give you all
the details.

6. If your sick stay home

Do your team a favour and don’t share your pneumonia germs with everyone. Take a day or 2,
and focus on getting better. You’re no good to anyone when you are too sick to read the
numbers on your computer screen. If you must work, then work remotely – grab your laptop,
and work from the comfort of home. Don’t forget to sanitise your desk when you get back to
work.
7. Respect coworkers down time
Never contact a co-worker after hours, when they are off sick, or on vacation, unless they have
given you specific directions to do so. Respect their down time like they respect yours.
8. Knock before you enter
Knock on any office door before you go in. It is a way to tell someone you are there before you
start speaking. The same goes when you visit coworkers in cubicles. Even though their space
doesn’t have a traditional door, you can knock on their cubical wall. If they are deep in their
work, ask them to come see you when they have a moment – or make a time to come back and
chat with them.
9. Turn the music down
Though you may think that classical opera is the best music to help your concentration, your
coworkers might not feel the same way. It is fine to have soft music playing in your area as long
as the volume won’t interrupt anyone else’s train of thought. Keep the volume turned down to a
private level, or wear headphones.
10. Give meetings all your attention
This means no answering phone calls, texting, or checking your email. If you aren’t giving a
meeting your full attention there is a strong possibility you are missing critical details. Even
worse is if you’re allowing these distractions to break your focus if you are the one who called
the meeting!
11. Respect everyone’s space
Just because another coworkers desk is within reach doesn’t mean is common space – treat it
like a private office. Don’t just you can help yourself to anything that is on their desk, instead ask
before borrowing anything. Alternatively get your own supplies.
12. Respect other people’s allergies
Avoid overpowering fragrances, or any food your coworkers are allergic to. No one wants to be
responsible for sending anyone to the hospital.
13. Keep social media appropriate
If you are “friends” with coworkers online, know that nothing you post is truly private or
confidential. Don’t complain about your boss, company or coworkers on social media. While it
may help with your stress levels, if you take your complaining too far, it could damage your
career
14. Take phone conversations in private rooms
If you have a door, close it when you take a personal call. If you are in an open office, move
your conversation to an area that is conducive to having a private conversation. If these aren’t
an option, try keep the call as short as possible or arrange to call the person back.
15. Keep meetings in conference rooms, not at your desk
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Your meeting really has nothing to do with anyone else. This is doubly important to remember
when you are discussing confidential matters. Keep all your meetings to the conference rooms
or to dedicated meeting rooms, if your office has them.
16. End meetings on time
Just as meetings need to be started on time, they need to be end on time as well. Make sure
that you leave enough time for any questions before you run out of the time you’ve allocated.
You don’t know what everyone has planned for the rest of the day, but it probably isn’t a plan to
spend more than an hour in a meeting.
17. Answer the phone and return voicemails
Create good customer service standards and answer your phone within 3 rings whenever
possible. If for any reason you miss a call, reply to voicemails as soon as possible. A
professional always responds quickly.
18. Reply to emails or instant messages
Though you may receive ‘spam’ emails occasionally, most of the emails and instant message
you receive are probably important. Try to reply as fast as your work allows – or at least before
the end of day.
19. Don’t just hit “reply all”
It’s great when an email gets sent to the whole company congratulating a team on the great
work they did on a project – but it’s not so great when 100 people hit reply all to chime in.
Instead of automatically including everyone in your reply email, only include the people you
need to.
20. Clean up after yourself
The office is not your home, and no one here is going to be cleaning up after you. This means
washing your own dishes if you have a kitchen, throwing garbage away, and not leaving your
personal items all over the office. Maintain a high level of cleanliness in communal spaces.
21. Mute your cellphone and computer
Somehow email notifications at high volume sound like nuclear warning alarms in a quiet office.
So does your Crazy Frog ringtone. Do everyone a favour and turn them off completely.
22. Etiquette is becoming more gender neutral
Office etiquette is becoming more gender neutral when it comes to opening doors and getting
on and off elevators. What matters the most is common courtesy, and showing respect to
people who you work with.