HARVARD BUSINESS SCHOOL & ACS April 6, 2008

I’m back to school! Not really. I’m currently taking a course from our LDP (Leadership Development Program) which is tied up with Harvard Business School of Publishing. It’s an online course (e-learning technology) with once  a week classroom/coffee break session. I’m under the SUM (Stepping Up to Management) class. What really made me take this course is the fact that it’s Harvard! Yes! Harvard! Our company made partnership with Harvard Business School which then made us the pioneer partner of Harvard Business School Publishing in the Philippines (or so I heard). Subjects/topics are the same as what they have in Harvard School in Boston, primarily under its Executive Graduate school studies (again, or so I heard). Who wouldn’t get their feet twitch a bit after hearing all of these enticing-sugar-coated advertising of the program? It really is something. But here’s the catch, 2-year Bond! Yes, we are glued to ACS for 2 years and if we stumble unto something better outside the company, we can’t just take it unless we pay the bond! How much is the bond? I don’t know. They haven’t really discussed that to us yet.

The online materials are heavy with case analysis, real life company-problem situation, concrete managerial/supervisory theories and strategical approaches, which I consider really good. It has been a month since I started taking this course. At first I’m confident that I can do it. But when I found out how difficult the grading system is and the categories that goes along with it, I had second thoughts. Do I have the capacity and capability? Is my interest enough to maintain momentum? Literally, it’s like going back to school, only harder. There’s attendance, quizzes, homework and on top  of that there’s thesis/Project Development which we have to defend to the Man Com (VPs lng naman), Program Manager from a different campaign and other support leaders. And to make it even harder, there’s Revalida… Not to mention that the passing score for the thesis and Revalida is 90% each. Sa school nga 75% pwede na. But then I realized, this isn’t just school. My reputation as a Supervisor is at stake. I can’t just fool around and take it easy. What if I fail? Aside from the fact that I have to be re-trained and take the same course… Siyempre nakakahiya!

So where do I start? Time Management. I have to plan and organize. Make room out of my busy sched. My Saturdays and Sundays might be affected somehow. Ayoko! But I’ll find a way not to. This is a test if the same old Nize, when she was still in college may comeback. You know…when I used to slack around most of the time and show interest only at the beginning of each semester (ningas-kugon ika nga nila)….

Whats is HBSP? (as per wikipedia) Harvard Business School Publishing is a not-for-profit, wholly owned subsidiary of Harvard Business with the School, including Harvard Business Review (management journal), Harvard Business Press (general-interest business books), and Harvard Business School Case Studies. It was incorporated in 1994.

Catchy un title kaya binasa mo noh? Somehow I’m part-Harvard student. But not literally a Harvard Student who goes to Boston or Cambridge. At least I’m not dreaming that I am, because partly, looking at it in a different angle…yes, I’m a student of Harvard. Pwede!?

BANGKOK BUDGET TRIP April 6, 2008

Want to go to Thailand but you’re in a tight budget? I can help you with that.

AIRFARE

PAL has always been the first choice back in the days. But now that there’s Cebupacific, most budget travelers opt take this airline primarily because of its cheap airfare. It is true that you won’t have free meals, a blanket or airplane freebies compared to what PAL provides to their travelers. But the fact that they have enticing promos such as the P1,499, P888 or even the P1 is what’s important for those who are living within their travel budget. Other airlines also offers an array of promos. You can also check Thai Airways International, Kuwait Airways, Air Macau and many more. Try to visit this website www.farecompare.com.

Here’s a sample of Cebupacific’s Round trip Airfare (per person):
MLA-BBK / BBK-MLA

• P1,499 Promo – P8,+++
• P888 Promo- P5, +++
• P1 (Piso) Promo- P2,+++

The air fares are so cheap that makes you want to travel evey month. However, since it’s affordable there are some down side from getting cheap air fares (1) No Free Meal (2) Seats are made to make your back hurt (3)Don’t even bother to think of getting a peaceful rest in the plane, beacuse it won’t happen. (3)Some seats are defective. They won’t recline. And if they do, it’s as if it just tilted a few inches and that’s it. (4) No Freebies (5) Flight scheds are 90% delayed (6) Limited flight sched

ACCOMODATION

For hardcore backpackers, the best place to go are those buget hostels/inn/guest houses in Khao San Road. The place might be of a shock for those who have not been to Quiapo, Escolta, Divisoria or Malate. Khao San Road is very much similar to those places I just mentioned. The interesting part though, is that most of the people you’d see are foreigners (brits, ausies, japs, koreans, etc.) So you can consider that it’s highclass Divisioria. Life in Khao San Road never stops. It’s a 24/7 party pack steet. From 6AM you’d see people preparing their “tiangge” goodies. Others are already putting up their side-street tatoo parlor and dread locks salon. Some bars are already open as ealy as 6AM others I think doesn’t close at all. Action starts around 4 or 5PM where street performers, walking vendors selling weird looking head gears and miniature wooden frogs for display are all over the place. You’d be offered to take very cheap thai massage for only 180bhat (P240-depending on  the excahnge rate) for 1 hour. You can drink in the streets when it gets dark. Street food experience is worth a try. Start by ordering fried noodles with egg or what they call Pad Thai. And if want take your adventure a bit further,  you can walk a few more blocks and you’ll find stalls/carts selling fried rats and lizards (eeewwww!)

Here are some budget hostels:

• Sawasdee Budget Hotels- 500 bhat to 900 bhat (www.sawasdee-hotels.com)
• Rambuttri House- 900 bhat to 1200 bhat
• New Joe Guest House- 350 bhat to 700 bhat
• Amarin Inn- 550 bhat to 1250 bhat
• Chat Guest House- 250 bhat to 500 bhat

We stayed at Sawasdee Banglumpoo Inn. You have to walk in a dark “eskinita”/alley to get there. But the place is really nice, cozy and the employees are really friendly and accomodating. You’d always have fresh towels and  clean room everytime you’re off to take your tour.

If you want to splurge, you can always take 5-star hotels such as Shangri-la, Peninsula, Marriot etc. There are also 3-4 star hotels which are 1000 to 2000 cheaper. You can go to Vientai Hotel in Rambutrri Road, Bayoike Suite, Bayike Sky First House etc.

For online reservation, you can go to this website- http://www.agoda.com. They offer cheap accomodation with  wide selection of hotels from the most popular to the lowest rate. You will also earn rewrads points with your first booking. And as you continue to use their service, you’ll earn more points which you can use as discount privilage depending on the number of points earned.

TAXI/CAB FARE

Getting a cab in Bangkok is the same in Manila. Either they set for a fixed price (kontrata) or they use the meter. From the Airport going to the city proper it’s around 400 to 500 bhat with 30-45 mins drive. Yes, if you convert that to peso, it’s quite expensive. From Kao San Road to shopping mall areas it ranges from 50 to 70 baht. Make sure that before you get in the cab, you ask the driver to use the meter. If he says otherwise, close the door and hail for another one. Don’t bother to haggle as there are a lot of taxis in BBK. You won’t ran out of them. Another way of touring around is by getting a “tuk-tuk” ride. Don’t bother to make a converstation with them as they will try to lure you some place else and the fact that their english is really bad you’ll just end up getting a headache. Just keep saying “No. Thank you.”  And make sure that before getting in, you have a set price so they won’t charge like hell.

TOURS

If you only have two days to do your tours and shopping, be sure not to skip the Grand Palace tour. Entrace is 250 bhat, which gives you free entrance to the museum.  If bystanders with good English tells you that the Palace is close for a ceremony and takes you to a gem factory tour instead, don’t bite it. Because 99.99% it’s not true. Better check it out for yourself. Just keep walking until you see foreigners forming a line to the entrance. You can finish this tour half-day, which means that you have an option to either take another tour which is the Canal Tour or go shopping in MBK, Siam Square (ala Greenhills/Tutuban).

On your second day, you can choose to hit the beach in Pattaya or enjoy magnificent structures and ruins in Ayutthaya. Better make your tour resrevation online while your in Manila. We decided to take the Ayutthaya Day Tour Cruise 1500 bhat/head. Check out this website- CCT & T Co., Ltd” - http://www.travelconnecxion.com. The tour will take you  to visit the Kings Summer Palace then head straight to the oldcity where you can take as many photo-op as you can. On your way back, you’ll be boarding a cruise ship where buffet lunch will be served, coffee/tea for snack.

For sports fanatic, you can watch Muay Thai (Thai kick boxing) in Lumpinee Stadium or Ratchadamnern Stadium:

The schedules are:

LUMPINEE STADIUM, Rama IV Road
Tuesday and Friday: 18:30 – 22:30
Saturday: 17:00 – 20:00 and 20:30 – 24:00

RATCHADAMNERN STADIUM, Ratchadamnern Nok Road
Sunday, Monday, Wednesday: 18:30 – 22:30
Thursday: 18:30 – 22:30
Ticket Prices: 220, 440, 1,000 baht (ringside); special discount on Sunday nights

Other Tourist Attractions:

• Jim Thompson’s House and Vimanmek Mansion Tour
• Rose Garden Tour
• Sampran Elephant Tour

You can do your own tour to save more money. You just have to get a map and know where to get a ride.
FOOD

Aside from being a shopping haven for most biyaheras, BBK is also known for its food! If you’re in a tight budget, just like in Manila stalls and food carts are seen everywhere. You can get noodles for 20-30 bhat a spring roll for 10 bhat. If you’re the typical health and sanitary conscious type, there restaurants in every corner. And if you still prefer to take what’s familiar and safe, there are Mcdonalds, KFC, Subways and Starbucks in the malls.

TOUR BUDGET 3D 2N

Airfare Cebupacific 888 promo -                                P5+++
Accomodation in Khao San Rd -                                 2,000-3,000
Tours with 1 package (Grand Palace & Ayutthaya)-      2,500-3,000
Cab Fare (Roundtrip airport & BBK tour)                      1,500-2,000
Food (Midclass resto & Street food experiance)            1,500-3,000
Shopping (Pasalubong)                                               5,000
Incidentals                                                                 3,000
TOTAL                                                                      20,500- 25,000

(For sure marami pang sobra jan!)

Enjoy your trip!

Who is Juan dela Cruz in the Call Center Inductry? April 6, 2008

It’s common knowledge for most people that anyone who works in a call center has good communication skills (English). I vehemently disagree! One major factor to get your feet landed  in a call center is learning how to speak English fluently. Really? When do you say that a person speaks fluent English? Do you gauge it by way of using highfalutin words? Is it through pulling off a trying-hard American accent? Or by being able to use the english language comfortably and spontaneously? It is true that good “English” comm skills can get you to work in a call center? Let’s face it, most call center primarily caters to international clients. The fact that there are so many call centers now in the Philippines makes it hard to look for English-speaking competent employees as they have a lot of choices at hand. The perfect candidates will most often than not consider call centers that offers high paying salary and good incentive and benefits package. Those call centers which cannot sustain the highly competitive market are the ones left with the “average Joe’s” or worse the Juan dela Cruz. But I believe even the” Juan dela Cruz” can turn out to be top ranking CSRs (Customer Service Representative) provided that the company has a strong Training team. And for as long as this “Juan dela Cruz” has a tongue that is not made out of hard wood, and is still considered trainable despite the poor pronunciation a (p & f; B & v) and  few grammar lapses, a miracle is not what’s needed to make it happen, because it will happen. However, there are some cases that even after having a strong league of training team, if this “Juan dela Cruz” doesn’t seem to work on his own, he’ll end up living in the mediocre call center society or maybe live within the boundaries where all the Juan dela Cruz retreats! Training is no use if there’s no contribution on the CSRs/trainees part.

Before I became a Training & Quality Supervisor, I was once a Quality Assurance rep and a Trainer. During my Trainer days, I am appalled by the thought that our company cannot get a “John Doe”. Most are average “Joe’s” and “Juan dela Cruz”. But these “Juan dela Cruz” had proven me wrong. True, they had a rough start during training. Their long and short e’s and i’s are terrible. Their P & F’s-B & V’s are like text messages that’s so hard to ignore. And let’s not forget their grammar. It makes me want to pull my leg off so at least I have something to throw at them and scare them off a bit. Exaggerating as it may sound, but that’s the best way I can describe how ill-fated it is for me to train these people. I don’t mind people having regional accents for as long as they are able to pronounce “English” words correctly. Saying this reminds me of “Ken Lee”… I just Ken Lee without you! So funny! Let me just include this on my list…Kolehiyala english! “If you know what I mean naman noh. What I’m saying is dahil it’s so nakakainis the way they make gamit of the english language eh.” I beg your pardon? Again, please.

Here’s a glimpse of the-”Juan dela Cruz” 1st week call center training:
(Read it in a very Pinoy accent)

Tell Me About Yourself

“Hi ebryone! My name is  __________. A presh grad of __________. I don’t hab call center exfiriennce dat’s why Im nerbious. I’m twentypor years of age. I’m the older boy in the pamily. I expect dis training to help me spik english and I hope to enjoy dis training from wiks and wiks from now on.”- Ano daw?

Applogizing from being absent

“Mam, I am sorry por I’am not here last night. I porgot to call because I went out op probince to go to attend my sick lola’s house.” - Teka, paki ulet nga?

Q&A on Houserules

“Here’s my question Mam. Ip the cellpone is ringing and ringing. And it is bery important, because it’s my mother in the states is working . Is it okay to answer the cellpone then go out the door so I won’t make noisy sounds here in this classroom while I talk my mom?”- Ay! And dame mo namang sinabi.

Operating the System

“Mam, I habing a problem wid my computer. When I click and click, I only see dis fage color blue. But my seatmate have picture in the color blue. Why me I don’t have?- Ok. Ok. Stop talking gets ko na.

You may be laughing now, but these are real-life experiences. Wait! I just read your thought. You’re wondering what happened to these trainees, right? Others made it big outside ACS, and some maybe are still struggling. I don’t know. Practice and hard work is the key. Don’t stop until your tongue can move as if it has a life of its own.

Having an American accent is not what really impresses me. For as long as you have a neutral accent, proper pronunciation & liaison, comfortable and spontaneous in speaking in English, you’ll survive the call center world. Believe me, I’ve made miracles to these trainees. “Tenyk you por koling.”

Cinderella’s 7 Untold Secrets April 6, 2008

Do you remember when our parents used to read us fairy tales and nursery rhymes? When I was a little girl, I love listening to fairy tales. Believing that I was once a fairy, a princess and a mermaid. Among all fairy tales, I like the story of Cinderella. I guess because she was oppressed and abused by her evil step sisters and step mother. There are no monsters, witches or dragons although there are talking animals and a fairy. Little did you know that Cinderella kept 7 secrets? These are the untold events from the story. You might be surprised that you didn’t notice that.

Secret number 1: Cinderella didn’t do most of the house hold chores. Her animal friends are the ones who do the laundry, gardening, cleaning the castle, preparing meals etc. Cinderella only takes over when there are humans around. What she’s always busy with is knitting and sewing dresses. She goes to town every other day to sell them. In exchange for doing most of the household chores, Cinderella buys the best cheese and bread in town for her animal friends. She puts her savings in a glass jewelry box which she inherited from her mother.

Secret number 2: Cinderella is not really an orphan when her father died. She has an aunt from her mother’s side, who works in a shoe factory. Her aunt lives 3 towns away from Cinderella’s village. She visits her aunt at least twice a month. As much as she wants to live with her aunt, she has to live by her father’s death wish- to stay in the castle until she gets married.

Secret number 3: While she was buying cheese, the prince walks in the store to get one for himself. After seeing Cinderella, he walked up to her and asked her if she can pick the best cheese for him, which she gladly did. The prince gave Cinderella a scarf as a sign of friendship and a promise that she will attend the ball. She lost the scarf on her way back to the castle.

Secret number 4: Cinderella leaves the castle and goes to town without the knowledge of her step mother and sisters, through a secret passage across the hall down to the sewer that leads to the main road. Cinderella was never caught (not even once).  Notice that she could have used the sceret passage on her way out to attend the ball, but did not. The passage way leading to the sewer is muddy and quite slippery, it will just ruin her dress.

Secret number 5: The prince was not Cinderella’s first love. It’s the cheese maker from town (his name was never revealed).  He was more handsome than the prince and considered to be very successful for his young age. But the cheese maker had to leave the village for he had to travel to another country to sell cheese. That was Cinderella’s first heartache. They separated 3 weeks before the grand ball.

Secret number 6: Cinderella met her fairy god mother when she was 9 years old. But had no recollection of it, for her fairy god mother had to erase it from her memory. When she was nine, she was attacked by a pack of wolves while playing in the woods with her two friends. Her fairy god mother appeared and saved her.

Secret number 7: During her wedding, Cinderella’s step mother gave her a wedding cake as a present. Nobody knew that the cake was poisoned until one of her animal friends almost died. Her step mother together with her step sisters were locked in the tower, but was released a few days after. They were made servants in the King’s castle as punishment for all the hardships they gave to Cinderella.

So now you know. What can you say? Yes, I have such a wild and creative imagination!  A proof of how much I like fairytales. I can even write my own…something to watch out for. Kapanipaniwala ba?