八方的音乐

Thursday, April 29, 2010

Day three of Cycling travel - Quebec city

    完成了超过八十公里的旅程, 从Quebec city 一路踩自行车到 Saint-Anne-de-Beaupre, 来回用了八个小时左右吧, 还真是累人的一段路程。
   今天,天气还蛮好的。 我刚离开 Quebec city 的时候,才发现那里已经乌云密布了, 而我就刚好避过了一节,感觉好像冥冥中有安排,为我开路。昨天的 Quebec city 天色晴朗,就偏偏托到了今天我离开了才来小雨啊。这不是有人为你安排,是什么? 我今天,一路上都只有阴天和晴天,没有雨天,却间中来个小雪做插曲,不过只有五分钟哦! 原本还想,在雪中踩单车,看着雪花迎面飘来,应该很帅吧。 哈哈!!其他人都告诉我天气会很冷,所以我带了我的风披,不过也没用到啦。穿着风披踩单车,真的会热死哦。 外面的风进不来,里面的热气出不了,结果穿着没多久,就顶不顺脱掉了。穿着一件长袖配一件短袖,其实就已经很足够了。菜单车会让身体发热,所以外面的冷风刚好降低了身体的温度,又不会流汗,又凉爽。不过啊,感觉上那个他在和我开玩笑,应该说是拿我来玩笑。 去的路途遇上了逆风,心想回的路程应该会轻松很多,结果还是遇上了逆风。他竟然让风大哥竟然在中午时刻转换了方向, 看来他要我和逆风做好朋友呢。 不过,我还是很讨厌逆风,让我消耗太多的体力了,也浪费了很多时间。无论如何,我还是感恩的,还能平平安安的回到了房间,又没遇上坏的天气,只有那个逆风让我有点不太爽罢了。

   去了 Montmorency Fall, 被眼前所看的瀑布迷住了。 太壮观了,太澎湃了!!八十三米高的瀑布,比 Niagara Fall 还要高很多啊,可是却不比 Niagara Fall 出名。 主要原因是它不够宽阔,可是却也是因为这样才能在它上面建一座桥啊。除了在下面观看, 我还特地在回的路途绕别一条路,骑上了瀑布的顶端,看着河流突然断了,看不到去向。 这一个风景,已经值回了我骑上一百米高的山峰。


   接着一路踩去 Saint-Anne-de-Beaupre, 是一个让人惊叹的教堂,怪不得会是 Quebec 最著名的教堂,必来之地。 在Quebec city 和路上看了很多都让我惊叹的教堂。 不过呢,和这个比,简直就是小巫见大巫,没得比啊!我从远处就看到了它的堂皇,唯一一个高高在上的建筑物,就是它了。 走进去教堂,眼前所看的,心里所感受的,我能形容的恐怕只有惊叹,庄严,辉煌,威武; 肃静,敬畏,平安,谦卑。 或许,就连婴孩进到了这教堂也会静下来,不再吵吵闹闹。
   一个人骑着自行车旅行的好处,就是你会很自由,很逍遥,很自在。 早上在超市买了食物,每到了一个地点就可以坐下来吃,看着那澎湃的瀑布,看着壮观的教堂,坐下就随手开动我的食物了。很好的享受啊!回的路程,累了,还可以随便找个草原躺下,在享受一下 High Tea, 听着十米外高速公路的声音, 听着风吹过小草的啸声,闻着浓浓的青草味,看着无际无边的蔚蓝天空,体力充沛了,在上路吧。 还有很远的路途等着我呢!!




~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
 English version is translate by google translate, sorry for the mistake and blur...just give you a approximate knowing of what I doing.

    Completed more than 80 kilometers of the journey, step on a bike all the way from Quebec city to Saint-Anne-de-Beaupre, spent eight hours back and forth about it, really is tiring journey.
   
Today, the weather was quite good. I just left Quebec city, when it found that there had been clouded over, and I would just avoid the one, I feel like somewhere there arrangements for my way. Quebec city yesterday the weather was fine, it happens today, I asked to leave to come to light rain ah. This is not some arrangements for you, what? Today I, along the way have only cloudy and sunny, no rain, but do occasionally come to a light snow episodes, but only five minutes Oh! Original wish, riding a bicycle in the snow, watching the snowflakes floated face, it should be very handsome. Haha! ! Other people have told me the weather be cold, so I took my wind Phi, but is useless to friends. Phi riding a bicycle wearing a wind, really hot die Oh. Outside air to enter, which the heat will not get the results wore not long, it took off the top ring true. Wearing a long sleeve with a short-sleeved, in fact, already is enough. Menu cars will make the body heat, so cold outside just lower the temperature of the body, without sweating, and cool. But, ah, feel, and I joked that he should say is take me to a joke. The road to encounter a headwind, I thought back to the journey should be a lot easier, the results still encounter a headwind. He even let the wind brother actually change the direction in the noon time, it seems he wants to be good friends and I wind it. However, I hate wind, I consume too much physical strength, and have wasted a lot of time. Anyway, I still grateful, still safely in the back of the room, not any event of bad weather, only the wind so I am not quite cool Bale.
   
Went to the Montmorency Fall, before his eyes fascinated by the look of the waterfall. Too spectacular, too surging up! ! 83-meter-high waterfall, much higher than the Niagara Fall, ah, but not well-known than the Niagara Fall. Mainly because it is not wide enough, but it is also because it can build a bridge on it ah. In addition to the following view, specially in the back I do not a way around the road, get on top of the waterfall, watching the river suddenly broken, do not see the destination. This is a landscape, has been worth the ride of my 100-meter mountain.
   
Then step on the way to Saint-Anne-de-Beaupre, is a amazing church, no wonder is Quebec's most famous church, will come to the land. In Quebec city and the way I saw many of them are breathtaking church. But it, and this ratio is simply pale into insignificance, can not compare ah! I saw it from a distance, the grand, the only high above the building, is it. Went to church, eyes see, and hearts that feel, I'm afraid I can only wonder described, solemn, glorious, mighty; quiet, awe, peace, humility. Perhaps, even this baby into the church will calm down, not noisy.
   
A person riding a bicycle travel advantage is that you will be very free, very carefree and very comfortable. Morning in the supermarket to buy food, every one location can sit down and eat, looking at the waterfall surging, watching the spectacular church, sat down on the handy start my food. Enjoy good ah! Return journey, tired, you can easily find a prairie lie down, in enjoy High Tea, listening to the voices of 10 m outside the highway, listening to the howling wind through the grass, the smell of thick Qingcao Wei , looked boundless boundless blue sky, energetic, and in your way. There is still a distant road waiting for me! !



Wednesday, April 28, 2010

Day 2 of cycling travel - Quebec city



     Spent my whole day in Quebec city downtown, explore almost every corner of the Old Quebec, with my bike. I was glad that today weather was Great!! it was sunny whole day long, and the temperature is around 13 degree Celsius, is just perfect for me. I glad, because yesterday when I check the weather forecast, it was suppose to be raining today, and the temperature should be 5-8 degree Celsius. How can I not glad? When you can see how He is working to provide the best I need.
    Quebec city is really a small town, small city. Not like Victoria, Victoria is more like a village for me. Victoria is more like a village because she do not have tall building, or very remarkable architecture. But in Quebec city, I am really amazed by her architecture work, especially the Catholic church around here. Quebec city very rich in her Catholic culture, mainly due to the missionary work during the war time. England, French, and US had conquered Quebec for some time, and each time the change of ruler come new revolution to the city. Beside that, Quebec city is a french speaking nation. Some of them don't speak English at all, but young generation usually still can speak basic English. Interesting, no wonder Canada have to have 2 national language.
   Today, I had been explore to more than 10 place in Quebec city, Parliament building, Fortification Wall, Citadel, Plain of Abraham, Civilization Museum, Teressa Dufferin, Chateau Frontenac, Laval University, Holy Trinity church, Notre-Dame Church, Victories Church, Place Royale.....
    Traveling alone, and traveling by bike, is really a good experience. I kind of like it now. Go wherever you wanna go without worry if others wanna go, go in any restaurant or buy burger then go to park to eat, stay at the bench and watching the sea, reading the book......is lot of fun, lot of freedom....is not lonely or boring, because you always have the desire to explore more, to look for something you not known.

~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
translated by google, please forgive my wrong word...haha..a bit funny with translate also...

    花了我在魁北克市市中心一整天,探索旧魁北克几乎每一个角落,我的自行车。我很高兴,今天天气好极了!!它整天阳光普照,温度是摄氏13度左右,对我来说就是完美的。我很高兴,因为昨天,当我检查的天气预报,这是假设是今天下雨,气温5-8摄氏度应。我怎么能不感到高兴?当你可以看到他正在努力提供最好的,我需要。
    
魁北克市是真正的小城镇,小城市。不喜欢维多利亚,维多利亚更象是对我的村庄。维多利亚是因为她没有高层建筑,或非常显着的结构更像一个村庄。但在魁北克市,我真的被她的建筑工作,尤其是天主教会在这里感到惊讶。魁北克市在她的天主教文化非常丰富,主要是由于在战争期间传教工作时间。英国,法国和美国已经征服了一段时间魁北克,每一次的变化带来新的革命统治者的城市。在旁边说,魁北克市是一个讲法语的国家。他们中有些人不说英语,但是年轻一代通常仍可以说基本的英语。有趣的,难怪加拿大有2个国家的语言。
   
今天,我一直探索在魁北克省10多个城市,议会大楼,要塞城墙,城堡,亚伯拉罕平原,文明博物馆,特雷萨达夫林,城堡夫隆特纳克,拉瓦尔大学圣三一教堂,圣母教堂,胜利堂举行,皇家广场.....
    
独自旅行,骑自行车和旅行,实在是一个很好的经验。我有点像现在。无论你想要去而不去担心如果别人想要去哪里,去餐厅或在任何购买汉堡包然后去公园吃,留在板凳,看海,看的书......是乐趣,很多很多自由....不寂寞或无聊,因为你总是希望有更多的探索,寻找一些你不知道。


Day 1 of cycling travel

     A surprise call from Ricky and Hya-Yun as i reach Toronto airport. They were worry about me as the weather in East Canada had a huge change, there are suddenly snow in some of the area include Montreal and Quebec. Anyway, I appreciate for their concern. I am fine!!
    The flight from Toronto to Quebec had been delayed for more than 1 hour, due to the maintainance of equipment. waiting in the airport for 3 hour more make me a bit sick, maybe because of the weather or the bread I ate just now. Can't believe that I have to pay to get internet access in Toronto Airport, thats why I have to spend my time by reading.
    The book given by Doug and Gladia, call "God Calling", there was a verse gave me a lot of courage, and the testimonial share in this book, which really suitable for my situation now. " Dont worry about tomorrow. Cast your your burden unto the Almighty God". I dont want to worry about the weather, or my journey, or what will I do next, just prepare what ever necessary and looking forward the grace from God that pour upon me.
    As I reach Quebec airport, the sky are starting get dark, and a bit of raining out there. I was actually plan to bike to the downtown to meet up with Rafeal, which is my host in Quebec. Suddenly, there was a lady come by and ask if I need a ride. She saw me holding the map and bike, so she think that I might need some help. I was really grateful for the offer. Her name is Mary-Louisee, a doctor, she was actually come to airport to send her friend off to French. Surprising me is that she dont have a big car, just a normal 5 seat car, but she willing to put my bike in the back seat, which might dirty her car. We chat all the way to downtown, and she even round and round the area to look for the right place of Rafael. She is an angle to me, giving what I never expected to have. Thanks so much!!
   Rafeal is a chef, and currently taking the course on winery, learning how to taste, and how to differentiate the wine. There were 4 of them in the house when I arrive, Rafael, Max, Ben and Carol, all french speaking ppl except Rafael, so he become the interpreter for us. He even treat me with pizza, and we drank a lot of red wine. The place he offer me to stay is way higher over my expectation, more than I need indeed. He also share some of his biking experience with me, giving me some guidance on traveling in Quebec city. He is definitely a great host!! thank, and I appreciate it.
     

Tuesday, April 27, 2010

My host.....I really grateful with all the help given..

Hi wong you are welcom to stay in our House we havé a extra room for you . 
M'y phone number is 418-809-8720 m'y adress is 675 rue Napoléon Quebec city
I whish you a great road!
 
Rafael (Quebec)

________________________________________________________________________________________________________________________________
Hello Leon,

I don't understand how you will reach Québec city without passing first in Trois-Rivières... as my town is between Montréal and Québec...???
Nevertheless, whatever be your plan, this is OK, I'll be at home on that week-end (1-2 May), so I can host you.
I know that bike journey schedule can change suddenly, so please just try to notice me 1 day in advcance to make sure I am at home.
I give you my phone number at home (the answering machine is in French, though !), you can leave a message : 819 378-6503. And at the office (Monday-Thursday) : 819 370-1117.

Have a good ride !

Mireille ( Trio River )

__________________________________________________________________________________________________________________________________

Hey Leon,

we can host you for 3 days, is that ok?  You're trip sounds pretty cool - i really like Niagra Falls.
I also really love cooking, so that'd be really fun.
we just have one ground rule in particular that i wanna run by you first:

we prefer not to leave strangers at our house when no one is home, so we welcome you at our house in the evenings,
but during the day when we all might be going out, we would like you to go out an explore the city etc.
so as long as you're ok not having access to the house during noon and 7pm or so, you can totally stay with us.

let me know what you think, looking forward to hopefully meeting you.

Julia (Montreal )
______________________________________________________________________________________________________________________________
Hi Leon,
 
Staying here for a few days around May 10 would probably work fine. Sometimes I have to be away for work at short notice, but hopefully not those days. Keep in touch re your dates, as you get closer to Ottawa. You can also email me at paola.derose@nrcan.gc.ca and I check that one very regularly. Happy cycling! Paola
 
Paola (Ottawa)

______________________________________________________________________________________________________________________________________

Hi
I got your message through Warmshowers. Yes, you can stop in my place around 
May 13th, no problem. Here is my e-mail: anna@outinthesticks.ca and my phone 
number: 613 877 4532. If you have any questions just write to me. Also please 
confirm few days before arrival that you are coming indeed. Have a nice trip.
 
Anna (Kingston)

____________________________________________________________________________________________________________________________


Hello Leon -
 
It will be a pleasure to host you.  I have 2 cats, and I have my boyfriend 
who may be arund as well, but we are all welcoming.  My office is next door, 
so this works out as well.
 
Would love to try some Malaysian food  if you are up to cooking - you may be 
tired!  We will work it out I am certain.
 
Just a point, that you are travelling westward - I know you have made your 
plans, but it is often easy travelling with the wind rather then into it.  
Perhaps Niagara to Quebec?  I had other guess from Englan say they wish they 
had done it this way.  However, whichever way you go, it will be wonderful!
 
My home number is 905-885-2525
My tollfree 1-866-214-7660 (work)
My cell 905-373-5568
 
And for timing, cycling is as you are correct - subject to change at any time 
for ny reason.  Just let me know your estimte timing - and we will work out 
plans.  My cycling club has also ben known to open their doors if I am not 
around.  Enjoy your trip, and adventure, and I look forward to meeting you in 
May.
 
Katherine ( Port Hope)

____________________________________________________________________________________________________________________________________________

Monday, April 26, 2010

征服60公里

   用了两个半小时,完成里60公里的距离。
   骑着刚借来的脚踏车,去练习即将挑战的远程旅途。因为是即兴的想法,所以连正当的战衣也没换上,穿着牛仔裤和衬衫就这样起过去了。还真的是有一些些的疯狂。
   去的路程,比想象中远了,却比想象中轻松了。或许是开始吧,体力还蛮充沛的。 可是为了应付长距离,所以选择了在体力能负荷的平均速度中行驶。我的平均时速应该是25 左右吧。没戴耳机,耳尖传来的只有车行驶过的声音,还真的有点闷。
    原来,征服远距离最大的障碍就是意志力。踩着踩着,心想怎么一直都还没到。如果没有意志力,相信每个下一步就是终点,可能很早就放弃了吧。回来的路途,那还真的是一个大考验!!一直踩上玻,踩到我都没办法了,只好下来走路吧。脚竟然顿时软掉了,好像不会走路的感觉,慢慢的走,又找回走路的感觉了。曾经有好几次连想站起来骑都站不起,腿已经忘了站起来的感觉了,只懂得一直在转踏着。此时的我,心里头只有一句话一直在围绕的,“那信靠耶和华的,必如鹰展翅上腾,他们奔跑却不困倦,行走却不疲乏”,就这样慢慢的回到最初的体力了。还真有点不敢相信! 或许是过后下山的路途让我恢复了体力,但另一方面也不能否认吧。
    回到了宿舍,脚的大腿小腿,竟然都没有疼痛的感觉,太好了!!接下来,要挑战的都是100公里以上的距离,而我预计每个行程都都会用上五六的小时。或许经过这一次旅行,我的体力和耐力都会增加吧。但更重要的,我对神的信靠也增加了!!

漫游花乐园



    正当左脚踏进花乐园的那一刻,一阵阵花香迎面而来,仿佛花儿在向我们招手,欢迎我们的到来。
    Butchart Garden 是维多利亚的旅游胜地,已在当地有百年的历史了,更是加拿大著名的花园。难得大家能在彼此离开之前抽出时间,就一伙儿一起去闻闻花香,让眼睛接受小精灵的祝福,看看花儿灿烂的笑容,心情都特别的好。我们都很受祝福,虽然天气报告那天应该会是雨天,可是我们都凭着一个信,相信制造雨天的工程师不会打乱我们的兴致。结果,那天的天气都很好,偶尔有几个小雨点不听话的跑出来,但很快太阳公公又福照大地,让我们的游行增加不少乐趣。
    不知是否闻了太多的花香, 花香里混有迷魂精,让大伙儿的孩童样式都启动了。当我们看到的白马王子的宠物时,都忍不住地骑了上去, 和它一起照相。 更什的是,我们竟然四个人一起上了旋转宠物,我找不到木马,却骑上了猪八戒和杀人鲭。 旋转宠物,随着音乐越转越快,又上又下的,有飞翔的感觉。突然有种在穿越时空的感觉,回到了童年时代,可是我的童年好像没有旋转宠物,这是我的第一次吧。 简单的东西,有点幼稚,却也可以带给人简单的快乐。
   花乐园这样一游,就吃了我不少的快门,算一算,竟然有两百多张的相片。虽然都是花,但不同的花,不同颜色,不同角度,还是让人很欣赏。 大自然,始终还是人类心灵的归依吧。

     

 



这些都是特别喜欢的照片,和大家分享!! ><"


Sunday, April 25, 2010

Bike Back Rack



    I had been looking for bike back rack since I get the bike from Eunice, she borrow me Oliver's bike to keep me on my biking journey in East Canada. She really help me a lot in this, save the money from buying a new cheap bike, helmet, and pump. She had provide me everything I need on the bike for my trip. I appreciate it!!
   The only thing I have to modify on the bike is just to add on a bike back rack, as I will definitely need it to put my backpack on it while I cycling to the next destination. I went to the bike shop right after the Sunday service, and again I having a great blessing.
   The original price for the cheapest bike back rack in 25 buck, however when the boss getting me the rack, he found a used rack which seen still very new, and he sold be the rack for half price. No just that, the boss also gave me the bike box which I was initially need to buy, this box is to carry the bike on the flight.
   Once again, I thanks God. once again, I experiencing the grace that I do not deserve.

frustrated with Air Canada



   When you step in Canada, and ask people about Air Canada. You will found a lot of anger, a lot of complain. Air Canada had very bad reputation in Canada, yet they believe they still the best airline in Canada. Although I had listen a lot, and see a lot of bad thing about Air Canada, but still I refer it as just a small group of people. I had taken Air Canada all the way from Hong Kong to Victoria, but their service still satisfy me. I hold no perspective about Air Canada. But this day, come to me finally, that make me really frustrated with them.
   I been calling Air Canada regarding my reservation for the bike, and I had been calling 3 times, and all I had wait at least half an hour. But, in the result, still no yet any agent that come to help. This is either all the agent is not working, but they just let customer waiting, or the need to took more than 30 minute to help a customer. Anyway, they had prove their poor service to customer.
    Air Canada is definitely the worst airline ever in my life now!!! Let's banned Air Canada.

Friday, April 23, 2010

Cycling journey and Free Hosting

   
   Do you ever think of free hosting a stranger at your home? This would be a strange phenomenon in Asian country, especially Chinese cultural. But here in Canada, it will be something people would do it.
   I had plan to bike from Quebec city to Toronto for a long time, since I here in Canada. But why I have such a thought? I also dunno, but surely not because of sake of saving money. Maybe, I just want some adventure in my life, want something new, something special. Since i am young, I always have the dream to travel the world, but this dram never start the first step until I step in Canada. Why I wanna bike? no reason. I think the only way to explain it, will be a "calling". This though always in my mind when I in Canada, although many time I share with others, they will say crazy or impossible. But last week, when I tell Gladia about it, she just tell me:" dont worry, GOD will take care of you!". This words of her gave me a big courage, although i always believe so, but being confirm by others make me more firm of it.
   Just yesterday, when I plan again on my trip. I found a website, http://www.warmshowers.org, a non-profit organization that offer free hosting for people that traveling on bike. Without hesitation, I sign up, and look into some of my destination, there are a lot of people offering free hosting for cyclist on their journey. I had contact some immediately, and I get response from few of them immediately. It is quite a new experience for me, to stay in a stranger house, and to know them. I wonder, why would they so willing to host others people that they dont even know? Because everyone are cyclist? I will find out my answer when i meet them. Basically, I already being offer a host in Quebec city, Trio-Rivers, Montreal, Ottawa...now only left Kingston and Hope....then my full journey will have free host. Not even a penny to spent on accommodation.
   However, I promise to make them Malaysian food, and I am more than happy and willing to offer them Nasi Lemak and Curry, these are food that they never tried. Or even red bean soup or barley, something new to them.
   I am gratitude about finding this website. Cycling was something I also dunno why I want it so much in Canada, but not in Malaysia, but now I barely can see that is some inspiration that GOD want me to have it, to experience new thing, and founding this website, getting hosting from others, is just like an extraordinary GRACE that fall upon me. I always never expect of free hosting, was always planning to finding hostel. But, GOD is full of mercy and grace, HE provide me more than I need, more than I can expected.
   If I back to Langkawi, my house will be freely hosting others as well. Since, my house had hosting a lot of church people and friends anyway, why not making it more a chance to know more people? 

P/S: Please Pray for me , My friend. For the safety, weather condition, and pray that I would gain a lot from this journey.

Thursday, April 22, 2010

一個人久了


一個人久了,會懶得戀愛
一個人久了,朋友會越重要
一個人久了,會越來越喜歡聽歌
一個人久了,電話會常常忘記帶
一個人久了,就會養成一個怪癖
一個人久了,對愛情會越來越挑剔
一個人久了,除了寂寞點外還是蠻開心的
一個人久了,會慢慢變得成熟起來
一個人久了,會比以前更重視更愛父母,更重視親情
一個人久了,對所有的節日大多沒甚麼期待
一個人久了,聽到看到別人一對對的很甜蜜,心裡多少還是會有些介意
一個人久了,會喜歡買很多無謂東西,帶自己去很多很遠的地方
一個人久了,會覺得無拘無束自由自在天寬地廣
一個人久了,愛情會變得越來越不重要,取而代之的是錢和事業
一個人久了,會越來越理性,越來越現實
總之,一個人久了,是很幸福的時光。。。
即使有一點點無聊和寂寞 但是游走在自己的街道上 甚麼都可以無所謂 沒有任何束縛
可是原來。。。 一個人久了,是會上癮的。。。
share from Von

看到一个朋友的分享,读了,还真有切到肉的感觉。是我,一个人太久了吗?
现在的我,还真是蛮享受一个人的生活。我爱上了漂泊,爱上了流浪,爱上了自由自在,爱上了自个儿看海。
在过不久,我还要一个人去背包旅行。要学习自个儿穿梭在城市与城市之间,一个背,一个单车,一个人,走遍天涯海角,在这枫叶国没有遗憾的离开。


奔跑

    约了几个朋友一起去跑步,结果就只剩些晶晶和我。
    在维多利亚跑步,还真是我来了这里的第一次。以前还在理大时,只要得空没事做,就会想去跑步和打篮球,来了这里变懒惰了吧。 在维多利亚跑步,空气也特别的新鲜,而且这样的天气,十二度左右,还真是凉爽,又冷又流汗。
    一个小时的跑步,越树林,下海滩,上高山,除了听歌,看看这里的大自然,和晶晶边跑边聊,脑筋还是一直想着东西的。我想,我这思想的巨轮是停不下的吧。这次跑的路线是个全新的路线,我们都没有走过,我也只有凭着自己的方向感去摸索,而她就一直跟着我咯。 一直来到了一个交叉口,我一直认为要向左边,就跑过去了。结果走错了方向,又要倒回,还好有晶晶的提醒。
    奔跑,跑完了这条路,我要去哪里呢?要向左还是向右? 心里固然已经有一个方向,可是到了交叉口,偶尔还是会有些犹豫,不过时间不允许我去慢慢思考。 很多时候,我们还是要旁边的人给我们一些提醒,我们才会突然恍然大悟。 即使有自己的方向,还是要给与一些弹性,太固执可能会走错了路,会不了头。
   我很喜欢这两张图。 一个拖着轮子的练习跑步,怎么跑都很吃力。我们是否也把很多的负担绑在我们身上, 让我们在跑这条路是特别的累?怎么跑都觉得跑不动,一直被什么拖着一样? 其实,只要脱掉了捆绑我们的绳子,我们就能自由奔跑了。有想过有人愿意帮你系着这条绳子和你一起跑吗?
   第二个图,让我看到了很多盲目奔跑的人,没有方向。只是一直追着自己的头,而头却被那只小鸟掌握着。也许,很多人的生活也被这些世属的压力掌握着,只好随波逐流,没有了自己的方向,自己的梦想。


我们一直都在奔跑着啊。。。


Tuesday, April 20, 2010

Emotional labour in SIA and Air Canada

1.0 Introduction

Emotional labor is an essential component in almost any job today. It refers to the requirement of expressing particular emotions at work to maximize organizational productivity (Nancy Langton, Emotional Labour, 2007). For example, even if an employee is having a bad day at home, he or she should still display professionalism at work instead of letting his or her emotions take over. This is especially crucial for jobs in the service industry because these jobs have direct contact with their main stakeholder, the customers. In fact, customers have become more demanding over the years due to the ease of finding alternatives. Customers are having high expectations when they are paying for a service. As such, companies must attempt to provide outstanding service so that their customers will remain loyal to them. With that in mind, we will be looking at how the employees in two companies, i.e. Singapore International Airlines and Air Canada within the same competitive airline industry can be so different in delivering emotional labor. We would also be touching on various theories that explain why some employees can display more emotional labor than others.

a. Background: Singapore International Airlines

Singapore International Airline (SIA) has a history of more than 60 years. It began independent operation after splitting from Malayan Airways in 1963 and is consistently rated as Asia’s “most admired company” (Asian Business , 1997) It is renowned for the high-quality flight services from the always smiling attendants, who are marketed as Singapore Girl. Coupled with the fact that SIA has the world’s youngest fleet in the air, SIA ensures constant maintenance to this fleet, thus ensuring the aviation safety.

Comparing with other airlines from other countries, SIA has no domestic competitors and has only international lines, as Singapore is an island city country. Thus, it has to choose fairly innovative ways to compete with strong international opponents for the market share—through quality and service-enhancement strategy. To achieve great performance in customer service, SIA set up a Service Development Department and came up with differentiated ideas, such as making traditional Singaporean uniforms for the air stewardesses, providing detailed training to every single attendant before they are qualified to serve the customers, and becoming the first airline to introduce free food and alcoholic drinks on its flights.

However, SIA did not emerge at the top without a price; the SIA cabin crew needs to get through the exhaustion from flying frequently through different time zones while still keeping warm smiles and being considerate in all circumstances. Nonetheless, the cabin crew of SIA still managed to deliver stupendous service standards. This is why SIA has been ranked as the number one airline in the world for several years by Skytrax, a company which specializes in advising the world airline and airport industries on qualitative issues and giving out certification for outstanding performance. (Airline reviews, airport reviews, flight reviews, seat reviews SKYTRAX airport and airline star ranking)

b. Background: Air Canada

Air Canada was founded in 1936. Being a founding member of Star Alliance, Air Canada is the biggest full-service airline and the largest provider of scheduled passenger services in the Canadian market. In 2001, Air Canada acquired its greatest rival, Canadian Airlines. But meanwhile, it suffered a drop-off in business since 2001 due to the terror attacks that year. Air Canada differs from SIA because it has a regional partner Jazz which helps serve over 32 million customers annually. In order to upgrade its fleet and to buy the regional airlines that feed into the national network, Air Canada has increased its debt ratio dramatically since 1980s. The accumulated large debt and downside trend in the whole industry led to the filing of bankruptcy protection in 2003.

Coupled with that, Air Canada has a strong domestic competitor—WestJet Airlines, which thrived even in the economic recession due to its low operating costs strategy. In fact, it is speculated that WestJet Airlines has the potential to achieve market dominance in Canada by 2013. In terms of market share, Air Canada is losing its share to WestJet, which has increased from 7% to 38% during 2000-2009, while that of Air Canada dropped from 77% to 55% during the same period (Jang, 2010).

2.0 Recruitment

As the aviation industry is of a service nature, human assets are of high value to aviation companies. Service quality is a core part of the “product” that these companies sell while front-line staff is the visible elements for customer to evaluate their service quality. This is why SIA places great emphasis on its hiring process.

SIA’s cabin crew goes through a very stringent selection and recruitment process. Cabin crew applicants are required to meet a multitude of criteria starting with an initial screening based on factors such as age, academic qualifications and physical attributes. After these baseline requirements are met, applicants ought to go through three rounds of interviews, a water confidence test, a psychometric test and even a tea party. From the 16,000 applications received annually, only some 500 to 600 new cabin crew members are hired to cover yearly turnover rates of 10%. This includes both voluntary and directed attrition (Wirtz J. , 2008). This meticulous selection process ensures with reasonable certainty that SIA hires applicants with the desired attributes to perform their roles. Upon going through such a process, SIA is assured that their cabin crew can perform emotional labour.

On the other hand, it is not in Air Canada’s culture to undergo such a stringent selection process due to the hiring regulations and laws in Canada which strongly protect employees from discrimination and uphold employee right. This increases the probability of hiring applicants who are not passionate and would not be happily carry out emotional labour.

3.0 Training

Expectancy Theory

Motivations for employees in workplace are proposed by Expectancy Theory. This theory looks to explain how individuals act depending on their evaluation of whether their effort will lead to good performance, (expectancy) whether such performance will be followed by a good outcome (instrumentality) and whether that outcome is appealing to them (valence). (Nancy Langton, Expectancy Theory, 2007).

As we look at the expectancy component of the Expectancy Theory, we would be interested to determine how the cabin crews’ perception of whether their effort might lead to successful performance will eventually result in them performing emotional labour. In order to establish this link, companies must usually engage in extensive and appropriate training for their employees so that they are confident in their duties.

SIA excels in this area because all employees of SIA are required to undertake intensive 4 months training which “includes not only safety and functional issues but also beauty care, gourmet food and wine appreciation, as well as the art of conversation” (Gladys Chia & al, 2006). This initial functional and general management-type training provided by SIA is the longest and most comprehensive in the aviation industry. In addition, SIA offers wide range of retraining programs to update its existing employees with new information and technology which eventually allows them to perform with up-to-date knowledge and skills. As such, SIA’s cabin crew would be more motivated to perform emotional labour at work since they are sure that the effort they put in will be fruitful.

On the other hand, Air Canada provides 7 weeks of training that only covers rules and regulations, emergency procedures, security regulations with less emphasize on customer service (Air Canada, 2010).

4.0 Pay & Welfare benefits

Also, remuneration and welfare benefits both explain why SIA’s cabin crew displays much more emotional labor than Air Canada’s cabin crew. In this particular context, we will explore the instrumentality link of the theory. Simply put, employees will most probably perform well only if they know that they are duly rewarded. Emotional labor is often associated with satisfaction with pay, rewards and welfare benefits because they are invariably one of the motivations for employees in daily performance.

SIA pays better than Air Canada. If we look at the role of a junior officer in both companies during his or her first year, the average annual salary of a SIA officer would be $70,300 as compared to $35,300 for Air Canada (Internet Brands, Inc, 2005). He also gets about $2500 – $3700 of total allowance on top of his basic salary (Lim, 2007) which is absent from Air Canada’s pay scheme. According to the theory, the Air Canada cabin crew would be less motivated at work and thus less likely to engage in emotional labor.

Furthermore, Air Canada is lacking of a good paying system for its employees. Air Canada’s employees are paid on an hourly basis instead of a monthly basis. This might be disadvantageous because some of the employees might have the mentality that the quantity (how many hours) of work they do is more important than the quality (performance) of work they deliver. If they want a higher remuneration, they will be working for longer hours instead of performing better during their usual working hours. This again illustrates why there is little drive for Air Canada’s cabin crew to perform emotional labour.

5.0 Recognition

Recognition of employees can also be the determining factor that governs the performance of emotional labour. This could be explained by the last component of the Expectancy Theory which is the valence link. Simply put, a company should provide rewards that are cherished by the employees; otherwise they will not be motivated. SIA of remarkable recognition program appeals to employees more than Air Canada. Thus, better performance of emotional labour of SIA than Air Canada. [L1]

SIA has an employee recognition program whereby employees are incentivized through various reward systems such as “interesting and varied job content, symbolic actions, performance-based share options, and significant percentage of variable pay components which link to individual staff contributions and company’s financial performance (Gladys Chia & al, 2006)”. It has also created the belief that outcome of their good performance will be of their desire (Jon M. Werner, 2008) which is accomplished by effective communication within the organization of SIA in understanding everyone’s needs. They take great care in the designing way of nurturing, monitoring and rewarding each individual employee. Not only that, SIA also held annual ceremony, photographs and write-ups in newsletter for service excellence, this ensures that employees’ are recognized for their commitment and dedication which eventually strengthen the instrumentality portion (Gladys Chia & al, 2006).

On the other hand, Air Canada has done poorly in this context. Employees in Air Canada are only told to be recognized through Award of Excellence and Service Anniversary programs without any further details (Air Canada, 2010). Without enhancing this performance link, Air Canada eventually fails to motivate employee in performing. Hence, we can see SIA’s success in gaining greater emotional labour as compared to Air Canada.

6.0 Organizational culture

A company’s organizational culture is essential in molding the employee’s attitude and ability to display emotional labour, too. This is an intangible factor which may give the company a competitive edge over the rest. SIA’s organizational culture of “flying high with Singaporean Girls” (Chan, 2000) emphasizes the excellent service standards of their cabin hostesses. SIA’s air stewardesses are usually inculcated with the mentality of providing the best flight experience for their customers. As a result, it became apparent to them that it is essential to be warm, cheerful and friendly at work. In fact, this culture has become so strong that some cabin crews have even felt that they have put on a different personality at work. This culture has also increased the persistence of the cabin crew to perform beyond their roles to please the passengers. Furthermore, SIA’s culture empowers every single cabin crew members to make decisions that satisfy their passengers. In the long run, passengers will have a strong impression of service excellence for SIA. This has been lacking in Air Canada’s culture because all of their cabin crew members need to follow certain protocols when making decisions. Therefore, it reduces the overall flight experience for the passenger.

7.0 Employee Empowerment

Employee Empowerment Theory

Employees need to feel empowered in order to expend discretionary effort. It is pertinent that employees are able to make decisions independently as front-line staff frequently have to handle customers on their own since it is not feasible or even desirable for managers to constantly monitor employees’ actions (Yagi, 2002).

Employee empowerment is imperative in most businesses strategies. As mentioned, SIA empowers its cabin crew to make decisions at work; this not only results in better customer satisfaction, it creates more motivation for the cabin crew to work. Here, we will look at how empowering the cabin crew might in turn result in more emotional labour displayed.

At SIA, senior management emphasize that staff must have a clear concept of the boundaries of their authority. The management only steps in to communicate and explain their empowerment limits. For example, although the usual baggage allowance for passengers is 20 kg, front-line staff at SIA is empowered to raise it to 25 or 50 kg if they feel that it is right and justifiable[L2] . Empowerment of the front line is especially important during service recovery processes. Front-line staff at SIA is encouraged to make appropriate decisions on customer service delivery and take corrective actions as needed for service recovery. Empowerment has definitely increased work satisfaction for SIA’s cabin crew, thus resulting in emotional labour.

In Air Canada, however, the employees have much less power to make a decision. For example, when Air Canada needs to find a hotel for the customers delayed by flights, the staff of Air Canada can only recommend hotels on the authorized hotel list. Once those hotels are full, the staff actually tells its customers that they cannot find a hotel to accommodate them, even though they know that there are still rooms in the budget hotel right opposite the airport (Psyops). The failure for the Air Canada staff to make an on-the-spot decision and do the right thing gives the customers an impression that Air Canada is acting like an autocratic, inflexible government entity, instead of an organization that is full of “just do it” passion. When we multiply that lack of passion by Air Canada's 23,000 employees, the impact can be very huge. This lack of passion naturally explains why it is difficult for the cabin crew to display emotional labour during work in order to provide top-class service for the passengers.

Even though Air Canada’s goal is to foster a “Just do it” culture, the financial challenge facing the company prevents it from achieving this goal. In fact, Air Canada lost $1 billion in revenue in 2008 (Kirby, 2009). Now the company is on the edge of a second bankruptcy protection. Because of bankruptcy and restructuring, employees have to work more, while getting paid the same. This exacerbates the situation because the employees would have even less motivation to show emotional labour and the passengers suffer as a result. With Air Canada’s financial situation, empowerment might have a negative effect. For instance, pilots are more likely to lower the landing gear and apply flaps early in their runway approach because it's easier to do so, even though it burns more fuel and drives up costs by roughly two per cent. (Kirby, 2009)

8.0 National Culture

In Singapore, members of SIA’s cabin crew are often held in high prestige. Many educated young people around the region are attracted to join SIA due to the perceived social status and glamour associated with it. In fact, most young adults view SIA as a desirable company to work for and as an opportunity to move to more lucrative jobs in other companies after having worked for a couple of years (Wirtz J. , 2008). The cultural status of SIA’s cabin crew not only attracts many people, it also motivates the cabin crew to perform emotional labor during their duty simply because they are proud of what they are doing. Meanwhile, Canada’s culture fails to instill high prestige and satisfaction to people working as cabin crew with Air Canada; this results in low motivation and pride for the cabin crew. As a result, they fail to perform emotional labor during their duty.

9.0 Conclusion

Emotional labour is a vital component that is required in most jobs. Through the comparison of SIA and Air Canada, one would be able to tell how emotional labour can be advantageous to a company and how it can have detrimental effects if not used appropriately. By exploring various aspects of each company, one could tell that it is not an easy task to display emotional labour. For instance, SIA has to excel in its remuneration and welfare system as well as provide professional training before their employees are motivated to display emotional labour. In addition, both SIA’s culture and the national culture also contribute to this. Although Air Canada is lacking in these areas, it can still work on them if they acknowledge that that they are lacking behind. If Air Canada chooses to be complacent, it will not be too long before it is over taken by its competitors.


Zopim

友情链接

《大馬部落》