Develop Practice through Reflection [edited]

Tony Tan Keng Hong

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New CET campuses to train Singaporeans and thus enhance local workforce employability

Singapore business and employment landscape are undergoing some drastic changes in the past one year, and

may see more changes in the future. Local businesses are likely to undergo overhaul due to changing local

landscape and volatile global economic or political conditions.

External conditions such as recession or political turmoil in other countries and internal factors such as

government policies (past liberal immigration and labour policy) are some factors that affect business and

employment landscape here. Since late 2011, the government has announced a number of ‘shocking’ labour

policy changes in bid to remedy the social problems. However, these policies may have unsettled companies

especially the small-medium enterprises (SMEs).

Singaporean workers are not spare too! For many years, ‘blue-collar’ workers have their wage been depressed

due to huge influx of foreign workers. To make matter worse, rising costs like food and housing outstripped

the pace of rising individual’s income. And in recent years, local PMEs are also not spare by wage stagnation

and competition from foreign PMEs.

I shall use an analogy to describe how changing labour policy affects Singaporeans (individual and

businesses). For many years, the head of family, a father allowed water to flow freely from the tap without

restrictions. One day, the father realized the rising cost of water bill; yet their household’s income remains

stagnant. He ordered to lock up the tap and limits the family members to use half a pail of water each day.

Despite plea from family members, he refused to give in. Naturally, the family members will feel

uncomfortable with sudden change. The family members will need to take a longer time to adapt the changes.

It is heartening to note the government trying hard to remedy the problems by pumping more resources to

upgrade workers’ skills and companies’ productivity through Workforce Development Agency (WDA) and

other government agencies [e.g. IRAS -Productivity and Innovation Credit (PIC)]. By 2013, two national CET

campuses are ready to train 150,000 Singaporeans annually.

We can expect more local companies to have a Singaporean-core workforce than before. The restructuring

may strengthen our local sectors like retail, financial services, logistics and construction making it more

resilience against external conditions. This is important as our local sectors are our second wing (the other is

high-value manufacturing sector) to sustain overall economic growth and enhance local workforce

employability. SMEs employ more than 70% of the local workforce.

How a company can attract and retain its rank-or-file or PMEs employees? (a) Professionalize the business

operations which Low’s commented a SME will have to identify the strengths and weaknesses in its

processes. (Magdalen Ng, 2012), (b) Benchmarking Best Practices (such as Businesses for Families

Framework) and he also commented some of the technique are very basic; it is all about identifying and

reducing waste. (Magdalen Ng, 2012) and (c) Training staff which Allen Law from Park Hotel noted

Training, he added, also helps the group retain staff, a boon in the hospitality industry where turnover is

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Tony Tan Keng Hong

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common (Jessica Lim, 2012). Park Hotel is an approved WSQ Approved Training Provider (ATO). It means

employees that undergo internal training can be awarded with WSQ competency standard (Statement of

Attainment). These are some ways companies may adopt to fight against the new norm.

My Core Learning Values:

1. Improvement of Professional Practice

2. Adaptability and Resilience

Source: http://www.facebook.com/LearnSG


Tony Tan Keng Hong

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In this module, a number of Reflective Practice theory models are been introduced. Each model has it unique

way in presenting how individual can apply to reflect in their professional works.

Brookfield’s Critical Reflection theory used four lenses to assist individual to Reflect (autobiographies) on

one past experiences or works, Feedback / Assessment (two lenses – learners and colleagues) from fellow

colleagues / friends / family members and Collecting fact (theoretical literature) through reliable sources such

as newspaper or technical journal.

Feedback / Assessment (two lenses – learners and colleagues)

In the workplace, I tend to give free-hand for employees to make their own operational decision (e.g. giving

one or two dollars discount for repeated customers); so long it does not affect the overall company financial

performance or operational efficiencies. Employees are strongly encouraged to provide feedback or

suggestion.

This year, the company has engaged consultant (via Spring Singapore’s assistance scheme) to provide

consultancy services on human resources (HR) and service diagnosis. The consultant has identified gaps and

provided useful information and template to professionalize our operational process. Some examples are HR

hiring process; formalize job description; staff wage and benefits. The consultant shall also assist the company

in establishing corresponding initiatives required to address the requirements stipulated under the Businesses

for Families Mark Framework.

Early October 2012, I attended a HR workshop (conducted by ASME and supported by WDA) covering broad

range of HR policy including the re-employment legislation (which take effect in January 2012). The

workshop gave insightful information on re-employment policy and guidelines; what and how company

should do without flouting the re-employment legislation as well to protect the company’s interest. Besides

attending workshop, the company is also funded to receive an e-performance appraisal system. The company

is expected to implement policy on re-employment and implement e-performance appraisal for all staff.


Tony Tan Keng Hong

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Collecting fact (theoretical literature)

Whenever, I happened to read interesting newspaper or magazine’s article ranging from business to social

affairs, I tend to compile in hardcopy or softcopy.

Sample articles compiled, to elaborate in details in the portfolio assignment.

An interesting quote in Lianhe Zaobao’s article（经验谈）; loosely translated:

during one life time, one will encounter different things. Some people may feel

scare but others may take the initiative to learnit. ‘If you don’t enter the tiger

den, how are you able to cuddle the cub?’ Only one dare to try and not afraid of

failure, one day you will see changes and new development. Never too late to

learn! In a newspaper article highlighted by Magdalen Ng (2012), Mr Saw business owner of Jia Jia Wang

first started his businesss as a wholesales parallel importer (in 1993). Due to changing business environment

and competition, he shifted the business focus from wholesales to importing eggs and beancurds; and learning

new skills to make noodles and bread. With his adaptability and resilience mindset, his factory rose from

strength to strength and now supplies a range of products such as noodles and buns to hawkers and

supermarkets like NTUC Fairprice.

In helping local SME to professionalize their operational process, Spring Singapore together with its external

partners developed two tool-kits on customer service and HR available free for SMEs. These tool-kits

provided useful information and templates to apply in the company. I’m able to use the tool-kits as training

material to train my employees on customer service.


Tony Tan Keng Hong

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Reflect (autobiographies)

While doing this particular assignment, I took out my CV portfolio, reviewing the past jobs’ letter of

appointment, certificates received, results transcript. The last time I dug up these stuff was years ago (perhaps

ten years ago). At the end of DACE’s seven core modules, I would have compiled my professional

development portfolio containing updated personal resume and a range of my personal and career

development information for this unit’s oral presentation.

From the consultant’s review and assessment, employees’ feedback, attending workshops and compiling

insightful articles aided my learning curve. Everyday is a learning day for every one of us. It helped me to

apply appropriate tools in making critical personal or business decision. To summarize, reflective practice

involves thoughtfully considering and critically analyzing our actions and own experiences with the goal of

improving our professional practice (Barry Johnson & Mandy Geal, 2005).

References

1. Barry Johnson & Mandy Geal (2005), Trainer Development: Understanding, Training Journal.

2. Jessica Lim (2012), Staff tailor service to different hotel guests, The Straits Times, 27 September, p.

B13

3. Magdalen Ng (2012), To survive small firms must boost productivity, The Straits Times, 15 August, p.

B13

4. Magdalen Ng (2012), Savouring success with healthier fare, The Straits Times, 7 November, p. B10

5. Yanqin Lin (2012), SME’s talent dilemma, http://www.todayonline.com/People/EDC121117-

0000009/SMEs-talent-dilemma, 17 November

6. 杨妍 (2012), 让顾客成为永远的回头客, Lianhe Zaobao, 25 October, p. 34


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Improve Professional Practice 提高专业实践

It took many months of hard works in getting the salon to achieve the Businesses for Families Mark

accreditation. This is just the first step to redefine the company’s retail business after the declining sales of

wellness machines before 2010. The Ups and Downs of business operations and personal problems (2007 to

2009) have made me a stronger person now. The preparation for Mark Accreditation ‘forces’ management and

staff to look into our daily job scope/activities and operational procedures; and then formalising a systematic

way in doing things like a customer service service standard workflow. See artifact 1: BFC Mark

Accreditation Presentation powerpoint-slide.

On WSQ framework and focus

Beside relying on the course material provided, I also managed to source from various public domain on how

to develope/contextualise WSQ courses and more information about WSQ Frameworks such as Service

Excellence and its Competency Units (the 3 CUs within Certified Service Professional). I also attend briefing

session conducted by WDA on Organisation Accreditation (in-house and public ATO) to familiarise the

requirements for getting ATO accreditation. See artifact 2: Service Excellence WSQ Framework Roadmap.


Tony Tan Keng Hong

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Be Adaptable and Resilient 适应性强，有坚韧

Newspaper quotes

In my first assignment, I mentioned that regularly collect

interesting article/quote/case study from newspaper and

magazine for future references like using it for DACE

assignments. It rather coincidence or unlucky didn’t

managed to get suitable English one as artifact on

Organisational Business and HR Management. These

are one of the few interesting quotes in Chinese. These

collections enabled me to receive authentic learning

through others’ experience and advice.

In order for an organisation to grow, it needs to have a

strong foundation and system in Organisational Business

and HR Management. A good leader need not necessary

be highly-educated with a helicopter’s view He must be

able to connect with the ground, work and show empathy

with the different group of people.

Mr Lim Hock Chee, Sheng Siong founder is one of them which we can learn from. I attended a conference

and he was one of the key-note speaker. Before he began the speech, he was frank with the ground he will

deliver his speech in Mandarin because not proficient enough to speak in English (with English translation

through powerpoint slides). See artifact 3: Sheng Siong founder, Mr Lim Hock Chee’s powerpoint slide at

the Step Up & Transform Conference organised by Spring Singapore (25 March 2013 at Singapore Expo).

I’ve come to realise today whether you are in business or employed, one need to Improve in his/her

Professional Practice in order keeping relevant with industry trend and knowledge. Today, the world’s

economic, political and social landscape are revolving at a faster rate and volatile; communication/networking

becoming seamless mobility. One needs to be on the dot and react 24 hours, 7 weeks and 30 days! Be

Adptable and Resilient.


Education

Develop Practice through Reflection [edited]