THE POSITIVE

ATTITUDE IN
TOURISM
PROFESSION
 CHAPTER FOCUS POINT
 AT THE END OF THE LESSONS,
STUDENTS WILL BE ABLE TO:
 Explain the importance of positive attitude
and passion towards profession in tourism
and hospitality industry.
 Summarize how positive attitude benefits

the co-workers, business, community and

industry.
 Give examples of behaviour that shows self-

esteem and self confidence

 Discuss the impact of first impression on

customers.
 THE
POSITIVE
ATTITUDE
WHAT IS A
POSITIVE

ATTITUDE ?
ATtITUdE Is EVErYthINg
 How much do you see
of an iceberg?

ONLY 10% OF ANY ICEBERG

IS VISIBLE THE REMAINING
90% IS BELOW SEA LEVEL
Iceberg phenomena is also applicable on human beings….

KNOW TO
OTHERS KNOWLEDGE
& SKILL

UNKNOWN TO OTHERS

ATTITUDE
SKILL = 82%
Knowledge = 96%
hard work = 98%
Attitude =100%
HOW??
 DEFINITION OF POSITIVE
ATTITUDE
 The positive character react and interact
with his or her surrounding with manner and
goodness- cara dan kebaikan

 a positive state of mind or feeling;

disposition that yield a good result
 a positive way of saying and doing in our life
which involve physical, emotional,
expression, communication and mental
 Is a result of a positive belief system
founded on positive values
THE CAN DO ATTITUDE
 You can do everything, but no t all once
 You can do everything, if its important enough
for you to do
 You can do everything, but may not be the
best at everything
 You can do everything, but there will be
limitations
 You can do everything, but you’ll need help
WHAT COMES TO YOUR
MIND?????
FIRST AND MOST LIKELY RESPONSE

 Donkey
 Good and nothing
 Useless
 Kept glamorous
 Seldom….
Donkey is HARDWORKING ANIMALS AND
LOYAL
 HOW IS OUR ATTITUDE????
 WE TREAT PEOPLE AND SITUATION IN THE
SAME MANNER AS WE DO WITH DONKEY

 WE DISCOUNT THE GOOD OF THEM

 WE ONLY AT THE NEGATIVE SIDE ANT START

REACTING..ISNT IT?
 THE
IMPORTANT
OF POSITIVE
ATTITUDE
TOWARDS
TOURISM
AND
HOSPITALITY
INDUSTRY
THE IMPORTANT OF POSITIVE
ATTITUDE TOWARDS TOURISM
AND HOSPITALITY INDUSTRY

 To increase return customer

 To attract more tourist
 To increase customer satisfaction
 To create more chance and opportunities
 To upgrade our industry more active and
popular
 To increase profit
 Can improve patient among employees
THE IMPORTANT OF POSITIVE
ATTITUDE TOWARDS TOURISM
AND HOSPITALITY INDUSTRY

 To produce a quality service for a guest

 To reduce problem
 To avoid major consequences
 Makes problem solve easier
 To achieve higher standard of service
provided
 To increase number of well trained staff
 Can improve image of the industry
THE IMPORTANT OF POSITIVE
ATTITUDE TOWARDS TOURISM
AND HOSPITALITY INDUSTRY

 To make customer feel comfortable and

happier
 Improve teamwork
 To attract foreign and domestic investor
 Improve customer relation
 Make the industry more familiar to the
world
 Improve product quality
 Promotion by good mouth to mouth
 THE
BENEFITS
OF POSITIVE
ATTITUDE
 WHATS ARE THE
BENEFITS OF
POSITIVE ATTITUDE
TO THE CO-WORKER?
 THE BENEFITS OF POSITIVE
ATTITUDE TO THE CO-WORKER
 Make life more easier
 Can treat problem as a challenge
 Will treat failure as a lessons in life
 Easily motivated to achieve the goal
 Happier doing a work
 Have healthier body and mind
 Fell free and less stress
 Easily to get promoted
 THE BENEFITS OF POSITIVE
ATTITUDE TO THE CO-WORKER
 Improve interpersonal relations
 Can easily gain respect from others
 Build as a creative thinker
 Can increase salary
 Can be a good leader/ manager
 Rewarding based to achievement
 Work in happy peers
 Job security
 WHATS ARE THE
BENEFITS OF
POSITIVE
ATTITUDE TO THE
BUSINESS?
 THE BENEFITS OF POSITIVE
ATTITUDE TO THE BUSINESS
 Can cope during trouble
 Can developed a successful business
 More/easy to get customer
 Firmly fixed economy
 Can attract share
partner/partnership/investor
 More branches can be open
 Can develop the power of believe at
customer
 Can improve productivity
 Can gain more profit
 WHATS ARE THE
BENEFITS OF
POSITIVE
ATTITUDE TO THE
COMMUNITY?
 THE BENEFITS OF POSITIVE
ATTITUDE TO THE COMMUNITY
 The place around us will be progressive or
develop
 Creating a community that is less
unemployment
 Can have a better life
 Family income will be increase
 Improve community skills
 Can decrease the crime rates
 Makes the community more harmonies and
peaceful
 WHATS ARE THE
BENEFITS OF
POSITIVE
ATTITUDE TO THE
INDUSTRY?
 THE BENEFITS OF POSITIVE
ATTITUDE TO THE INDUSTRY
 To increase and improve productivity
 Many investor will be invest in the industry
 Development country easily develop
(improve economic)
 Good relation among competitors
 To increase return customer
 To attract more tourist
 To increase customer satisfaction
 SELF
ESTEEM &
SELF
CONFIDENT
WHAT IS SELF
ESTEEM?
“A STABLE SENSE OF PERSONAL WORTH
OR WORTHNIESS”

-MORRIS ROSENBURG (1960s)-

 “THE EXPERIENCE OF BEING COMPETENT TO

COPE WITH THE BASIC CHALLENGES OF LIFE AND
BEING WORTHY OF HAPPINESS”

 -NATHANIEL BRANDER (1965)-

DEFINITION OF SELF-ESTEEM
 Psychology to reflect a person’s overall
evaluation appraisal of his own worth
 DISPOSITION TO EXPERIENCE oneself AS
COMPETENT TO COPE WITH CHALLENGES
OF LIFE AND AS DESERVING OF
HAPPINESS
 All about the thing that we do in our life
 Can be positive self-esteem
Negative self-esteem
 SELF-ESTEEM
INVOLVE INVOLVE

SELF- SELF
EMOTIONS
ESTEEM Relevant

 Self-esteem involve self relevant and

emotions
 Be able to say ‘yes’ and ‘no’ when be able
to
 EXAMPLE OF SELF ESTEEM
 Belief
- “I am competent”
 Emotions
- Triumph, despair-berputus asa, pride, shame
 Particular dimension
- “I believe i am a good son, and fell proud of
that in particular’
 Hardworking
 Dedicated person
 Always think positively
WHAT IS SELF
CONFIDENT?
 DEFINITION OF SELF-CONFIDENT
 A positive and realistic perception of
ourselves and our ability
 Knowledge that you can do something and do it
very well
 The difference between feeling invincible and
vulnerable
 An essential attitude which allows us to have a
positive and realistic perception of ourselves
and our abilities
 It is learned and not inherited
SELF CONFIDENT CYCLE
KNOWLEDGE OF
THE TASK AT
HAND

ADAPTING
KNOWING YOUR
QUICKLY AS A
STRENGTH AND
SITUATION
WEAKNESS
UNFOLDS

APPLYING
YOUR SKILL TO
ANY SITUATION
 EXAMPLE OF SELF CONFIDENT
 Speak-up in public
 Optimistic thinking
 Confidence with self ability
 Assertiveness
 Ability to handle criticism and emotional
maturity
 Ability to have self-direction in life
 Can accept any challenges
 Have personal attributes
FIRST IMPRESSION
 DEFINITION OF FIRST IMPRESSION
 The first sight or perspective or evaluation of
the customer or people towards us at the
first time we meet
 It is based to your appearance, your body
language, your demeanor and etc.
 The perception maybe right, maybe wrong
 It has been saying that “first impression is
the last impression”.
 So why not you take the chance to impress
your guest at the very first contact.
 FIRST IMPRESSION

IN YOUR GROUP, DISCUSS

THE IMPORTANT AND THE
IMPACT OF FIRST
IMPRESSION.
 IMPACT OF POSITIVE FIRST
IMPRESSION
 Easy to build relationship
 Easy to get trust from others
 Fell more confident
 Can take challenge
 People will feel friendly
 Guest will be like you - fell friendly
 Easy to cope with the guest – no fussy
 REFLECTIVE JOURNAL 1

In your own understanding,

write a summary from your
learning of Chapter 1:
Positive Attitude of
Tourism Profession.