2.  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.

7. A T tITUdE Is E V Er Y thIN g

8. How much do you see of an iceberg?

10. Iceberg phenomena is also applicable on human beings…. KNOW TO OTHERS UNKNOWN TO OTHERS KNOWLEDGE & SKILL ATTITUDE

11. SKILL=82% kNoWLEDgE=96% haRDwORK=98% AttiTUDE=100%

12.  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

14.  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

16.  Donkey  Good and nothing  Useless  Kept glamorous

17.  Seldom…. Donkey is HARDWORKING ANIMALS AND LOYAL

18.  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?

20.  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

21.  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

22.  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

25.  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

26.  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

28.  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  Can stabilize our business

30.  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

32.  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

35. “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)-

36.  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

37. SELF- ESTEEM SELF RELEVaNT EMOTIONS  Self-esteem involve self relevant and emotions  Be able to say ‘yes’ and ‘no’ when be able to INVOLVE

38.  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

40.  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

41. KNOWLEDGE OF THE TASK AT HAND KNOWING YOUR STRENGTH AND WEAKNESS APPLYING YOUR SKILL TO ANY SITUATION ADAPTING QUICKLY AS A SITUATION UNFOLDS

42.  Speak-up in public  Optimistic thinking  Confidence with self ability  Assertiveness- pendesa k  Ability to handle criticism and emotional maturity  Ability to have self-direction in life  Can accept any challenges  Have personal attributes

44.  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- tingkahlaku, 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.

45. IN YOUR GROUP, DISCUSS THE IMPORTANT AND THE IMPACT OF FIRST IMPRESSION.

46.  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

48. In your own understanding, write a summary from your learning of Chapter 1: Positive Attitude of Tourism Profession.