MODULE

Professional Development and Applied Ethics

THC 6

ACADEMIC YEAR 2020-2021

Prepared by:
MR. TYRON DE CASTRO
Instructor
 MODULES FOR

EMOTIONAL ATTRIBUTES OF PERSONALITY

Alternative Delivery Mode
Finals– WEEK 5 :

Credits : 3 units lecture (3 hours/week),

Pre-Requisite : 1st year standing

Lesson Title:
Kinds of Emotions
Classifications of Emotion
Handling Hurt, Anger, and Temper

Lesson Objective:
At the end of the module, the learners will be able to:
1. Define emotions,
2. Enumerate and discuss some types of positive and negative emotions,
3. Classify emotions,
4. Exhibit skill in handling emotions, and
5. Explain ways of controlling hurt, anger, and temper.

Lectures and Annotations:

INTRODUCTION

Emotion is one of the aspects of our personality that needs to be considered. Emotions can be
both a weakness and strength in various situations, which is why it is very important that one
knows how to control his/her emotions as this will affect the way he/she deals with his/her
environment. For you, as future tourism and hospitality professionals, it is necessary that you
know how to manage and control your emotions as you are going to deal with various types of
guests. Your emotions can affect the way you deliver service to your guests.

Kinds of Emotions
Feelings and emotions are powerful for human beings. Each individual experiences is made with
different types of emotions. Since these are part of our existence, the more types of emotion we
feel, the more colorful our life experiences will be. The emotions we feel are actually
spontaneous responses to certain stimuli. These are natural and random reactions to given
situations.
Lists of positive human emotions:
Able Adequate Assured Awe

Capable Certain Charmed Cheerful

Comfortable Compassion Courageous Confidence

Determined Delighted Eager Energetic

Enthusiastic Excited Exhilarated Expectant

Elation Empathy Excellent Fascinated

Glad Good Great Grateful

Glorious Glamorous Graceful Happy

Hopeful Humorous Inspired Interested

Love
Joyful Magnificent Lively

Pleasure Playfulness Peaceful Pleasant

Powerful Pride Relaxed

Positive

Sympathy
Relieved Satisfied Surprised

Stable Sublime Superior Thrilled

Below is the list of some negative human emotions:

Annoyed Anxious Apprehensive Agonize

Anger Anxiety Bored

Apathy

Concerned
Burdened Cautious Competitive

Confused Contempt Depressed Destructive

Disgusted Distracted Doubtful Disappointed

Envy
Exasperated Exhausted Embarrassment

Greed
Frustrated Fear Guilt
 Hostile
Grief Harassed Hesitant

Intimidated
Ignored Impatient Indifferent

Isolated Jumpy
Irritated Jealous

Miserable
Lonely Mad Manipulated

Pressured
Obnoxious Overwhelmed Panic

Remorse Sad
Revenge Shame

Scared Shocked Suspicious Stress

Used
Tired Uncomfortable Uneasy

Wary Weary Wasteful

Classifications of Emotions

The following are the classification of emotions manifested by an individual

(Rodolfa, et al, 2011, pages 72‐73):

 Personal Emotions – based on self, such as self‐ assertion, self‐control,

self‐assurance, and self‐esteem.

 Social Emotions – the strong feelings people have because they are part
of the society. Sympathy is the most fundamental of all. Empathy is the
desire to share with others. As grown up individuals, some of the
emotions are love for the family, patriotism, compassion, competition,
price, friendship, brotherhood, and the desire to lead others.

 Intellectual Emotions – These refer to love based on truth. People

develop guiding principles, positive values and high moral standards.
Some of the examples are being dignified, proud and novelty of ideals.

 Aesthetic Emotions ‐ These are being influenced by cultural background.

The result of an individual’s exposure makes one a refine and finesse.
Education, training and experiences sometimes affect these emotions.
Admiration, appreciation, sacrifice are some of the examples.

Controlling Emotions
Being a tourism and hospitality professional is not an easy task. It requires a lot of
patience, sincerity, and care for all the types of guests. One thing that future
professionals of the industry should know and must learn is how to control
emotions.
 The following page enumerates ways to deal with negative emotions that may
arise (Rodolfa, et al, 2011, pages 74‐75):
 Acknowledge emotion and immediately make the conscious choice to begin thinking
different thoughts that will allow it to change.

If the emotion is about fear, think of something that will make you forget it. Note that
a hospitality professional should not have this emotion when dealing with guests. It
would be hard to entertain and treat guests the way they should be treated if you are
bothered with this kind of emotion.

 When emotion is already there, don't attempt to suppress or fight it.

Thank it for dropping by and change your focus. When you are at guest interaction,
feel like you are at ease dealing with them. The best way to do this is to think of
someone or something that gives you pleasure. Example is to change your focus to the
love of a child, grandchild, or someone else that you have a strong love for. It can be
also visualizing a specific action that gives you pleasure or has given you pleasure at
some point in the past.

 Never entertain negative emotions like fear, hatred, jealousy, and the likes.

If you do so, this will affect the entire situation or will cause you to be uncomfortable
when dealing with guests.

 When a guest shouts at you, do not panic, or never shout at him also.

Just be calm, remember that you are in the hospitality or tourism industry. Just listen
and get the main point of the guest before reacting.

 When a colleague or workmate gets mad at you, do not be affected.

Your job should be undertaken up to the most possible excellent performance as

required by the establishment. Talk and confront about it later when both of you are
no longer in shift. Be professional when dealing such circumstance.
• Do not serve guests when your face is hard to be painted.

Relax first and just be calm. Nothing will happen when you let your emotions affect
your service/role.

• Before entering the work area, make sure that you are ready to face the challenges
of your shift.

• Control also positive emotions, such as being happy.

It can be shown by a smile, not by a too loud laugh which will create an impression
 that you do not have social grace. It has to be simple, just a simple smile.

• Above all things, the best way is to be patient and calm, open minded and is not hot
tempered.

The tourism and hospitality industry is a vast industry that will require you to deal with
different types of guests. It is true that we are dealing with various behaviours and
personality types. In that premise, handling of your emotion will be equally important
with the way you serve guests.

Handling Hurt, Anger, and Temper

For future tourism and hospitality industry professionals, it is important to consider that one will
be dealing with various types of guests of varying attitudes and behaviours. In this case, one
should be ready with some guests who will shout at the middle of so many other customers. Be
ready with some guests who are very angry because of the poor service rendered. It is their right
to get mad since they are paying for this service. Regardless if the company is correct and the
guest is wrong or the other way around, it is important that as a professional member of the
industry, one is patient enough to handle any situation. It will never help interrupting the
emotions or sentiments of the guests.

Below are tips on how to handle hurt (Rodolfa, et al, 2011, pages 76‐77):

• Do not entertain hurt especially when dealing with guests. Look for better time to express or
consult it. Think of bad encounters from guests as a challenge. In this way, you’ll get to learn
more by next encounter as this.

• Realize that everyone experiences hurt. In this way, you could learn to deal with it better.

• When hurt gets worst, try to confront it at the right place and time. Analyze it and probe into
the reasons for being shouted, rejected, or scolded.

• Review instances that make you feel hurt to avoid them from happening again.

• Be extra sensitive and responsible with your actions so that you will not be prone to doing
something wrong that leads to other people confronting and hurting you in some ways.

How to handle anger.

Anger actually results from a social motive that is not satisfied. Ways of showing anger can be a
fight or ugly language or one may just leave the room. When a person is angry, it causes him to
lose temper, which we need to be aware of. This is normal and should be expressed, not be
suppressed to avoid other troubles that it may cause. However, let us take note that this is not
possible for tourism and hospitality professionals to express their anger during guest interactions.
This will only create a bigger problem. When an industry employee is angry, it should be better
for him to not interact with guests. This is because this emotion can lead to disaster when the
guests realize that the employee is not in the mood to serve them.

Below are some useful tips to handle anger (Rodolfa, et al, 2011, page 78):

 Think and accept that all people are feeling this way too at some times. Think it as a
normal emotion as hurt. It could help you realize that you are just a human being,
not a superman.

 Do not interact with guests when you feel you are going to burst out. It would be
better to go to a place where guests could not see you calming down yourself.

 Learn to control your temper. Be aware that being in the hospitality and tourism
industry requires one to be patient, hospitable, and disciplined.

 Smile, this would help you relieve your anger. Think always of the consequences
anger may bring if we do not discipline ourselves in handling this.
How to control temper

The feeling of anger can cause a person to lose his temper. Once the person loses his temper,
clashing of feelings may occur.

For the tourism and hospitality professionals, controlling temper can really help them go a long
way in the industry.

Below are tips to control this (Rodolfa, et al, 2011, page 79):

 Watch your personal pressure gauge to make sure steam isn’t building up inside. –
Do not let the pressure build up within you. Accumulating hate against anyone or
anything can cause a bigger trouble. The best way to deal with this is to share the
problem to a close friend or anybody you could trust. Better if you could go right to
the source, but make sure not to create a trouble. Talking with other people like your
parents, friends, or bosses can help you eliminate the burden inside by listening to
their advices.

 Avoid situations that irritate you. – Do not stay to a situation where you think it
could lead to an explosion. The best way is to simply walk away by making quick
excuse. Immediately leave the field of potential combat to avoid it. For cases that
you cannot leave physically, especially when dealing with guests, withdraw
figuratively. Let your anger be swept away by something such a sunset, a happy
moment, and the likes. Be professional when dealing with angry guests. Being angry
also with them will cause you to be irate and will lead to a disastrous guest service.

 If you’re already mad and getting madder, siphon off the rage harmlessly. – Always
think that anger is like a dynamite, useful but is dangerous. Be able to know where
this belongs, use it properly, and release it harmlessly.
Generalization/ Evaluation

a. Quiz 1
b. Homewor

References;
Magalona, E. & Sadsad, E. (2008). Personality Development and Human Relation: A Practical
Approach. Manila: Mindshapers, Co., Inc.

Rodolfa, Bernardo Jr. B., Aquino, Ma. Christina G., Dellova, Rovena I., and Tiongco, Nicholas
Carmelo P. (2011). Leadership and Personality Development for Tourism and Hospitality
Professionals. Manila: Mindshapers, Co., Inc.