administrative professional 2nd

ADMINISTRATIVE PROFESSIONAL

BY TIMES MANAGEMENT TRAINING SDN BHD

Course ObjectiveHow You Can Improve Your Job Performance After Attending This

Course…        - Able to generate strategic thinking       - To increase your administrative value and innovative.      - Develop cost conscious attitude       - To improve communication skills in-order to create

cooperation among your colleagues.       - Contribute as a team player for organizational growth.

IntroductionIn current economic uncertainty, the supporting group’s role has been under great pressure to adapt to new business realities and changes. Business across industries are facing and competing with minimal resources but greater expectations. This course will help you develop a new skills for today’s challenging business environment

Course ObjectiveHow You Can Improve Your Job Performance After Attending This

Course…        - Able to generate strategic thinking       - To increase your administrative value and innovative.      - Develop cost conscious attitude       - To improve communication skills in-order to create

cooperation among your colleagues.       - Contribute as a team player for organizational growth.

• Strategies not limited to top management. Once the plant wide strategies being communicated downward, we at our level and in line with our capacity also need to plan similarly.

• The linkage is needed and necessary in order to build the operation chain.

• Some organization in order to create such environment, they will establish QCC, commitment committee, MBO and ect.,

• They will set KPI and bringing PMS tools as to evaluate the achievement of their KPI.

Where do you Stand in Your Organization ?

Trend & Challenge in Supporting Function

SupportingGroup

SupportingGroup

TopManagement

JUST IMAGINE…JUST IMAGINE…

WITH POOR SUPPORTING

Can the structure survive with all the challenges around..?

Global changes

Competitiveness

Internal weaknesses

Group discussionHave you ever think what will your competitor can do or will do to be more competitive than your organization.List down 3 strategy that you think they might do

Lets brainstorm and discuss.

15 minutes.

Aligning objective behind the strategies

• Every year company will evaluate their performance, overall economic and market trend and competitor activities in order to plan and execute strategies.

• The strategies basically to gain more profit, to be ahead than competitor and to carry out continuous improvement on the operations in order to be more effective and efficient.

• However the strategies should in-line with the company goals and objective, company mission and corporate value which also act as a light house giving a direction

HOW TO OPTIMIZE YOUR ROLE AND FUNCTION WITHOUT HAVING FULL COMMITMENT AND OWNERSHIP ?

• Ownership mean, sense of belonging where current strategic context is similarly to think as a business partner.

• Terms of Human resource now days has converted to Human capital. Though the contract of employment make you serve as employee but through the business scenario needs, normally management would like you to be a partner at your own capacity.

• Once you have the ownership and think as how the business man think, definitely the you will give your full commitment.

Traditional TrendSupporting Group

We normally “ spoon feeding” Afraid to make proposal or offer

solutions Doing routine job like machine Never apply or exercise creativity Panic when facing problems Apply only one way communication

Latest TrendSupporting Group

Get involve in all management component Learn to make basic decision Able to offer solutions Knowing how to brainstorm and solving

problem Always look for improvement Apply effective communication

EFFECTIVE ADMINISTRATION START WITH A PROPER UNDERSTANDING OF

MANAGEMENT CONCEPT COMPRISING OF P.O.D.C AND

SELF MANAGEMENT

Management has been defined as “ The art of getting things done through people”- Mary Parker Follett

Self Management Defined As “How do we use our creativity, capability skills and knowledge

to get things done with a minimum supervision”

Component of Self Management Basic Principles of Management

PlanningOrganizingDelegatingControlling

Self initiativeAssisting in providing solutionsDeveloping Values

Basic Principle Of Management

PlanningPlanning is a process of identifying your

department/ company’s goal or objective.Determining actions steps to be taken in

achieving such program / goals.Eg : Plan your daily routine workPlan to do listPlan to solve the problems.

Planning – is what to be done, when it is done, how it is to be done and who is it to do it

Step 1 – Set your goalsStep 2 – evaluate the present situationsStep 3 – Identify aids and barriers to the

goalsStep 4 – develop a set of action

Organizing

Dividing the total work load into activities that can logically and comfortably be performed by one person or by a group of individuals

Eg. Organizing work load, task and etc.

Delegating

We may defined delegation as the assignment to another person of formal authority and responsibility for carrying out specific activities .

Eg. Delegate some filing job or collecting data to jr. clerk or receptionist

Controlling

Control is being defined as systematic effort to monitor the result actual against planning and to ensure to achieve what being plan

CASE STUDY AND GROUP DISCUSSION”Dave had been working with BBB Industries Berhad for more than 8 years as a Junior Officer in the Admin department. Recently the organization had an expansion and open another small plant in Janda Baik, and due to his quite senior,Dave had the opportunity to be promoted and been transferred to the new plant to head the department. Since this is a new set-up plant, everything has to be developed. The problem is, he had never had an experience become HOD and he did not know how and where to start because in his old plant everything has been established and he just follow and improved. He had hired 4 experience staff but still everything mess-up. No handbook, no procedure and policy, record and filing are not in order, a lot of recruitment are still pending, office equipment such as photocopy machine and fax always breakdown and some other administrator matters. The management is not happy and gave a serious remarks to Dave to improve.Please advise Dave what he suppose to do and how ?

15 minutes

Self initiative

Capable in making decision and provide solution.Minor problems which need for immediate

attention can be solve immediately by making wise decision and no need to refer to HOD

Major problems – analyst and approached HOD with some suggestion.

More confident and competentResult Oriented

SETTING GOALS

Why Do you Need to Set a Goal

All company have their own goals and objective, either to gain more profit, to expand their business and etc.

As company grow, our career path also need to grow. We do not want to hold the same position and salary all the time.

We may need to plan our personal advancement say 5 years or 10 years from now.

Type Of Goals

Goals can be divided into two I.e short terms and long terms.

However good Goals is a SMART Goals SMART Goals should be tied with

company goals and objective S – Specific M – measurable A- Achievable R- Realistic T – Timely

HOW DOES KPI LINK TO YOUR PERFORMANCE

There is no such thing of work hard without producing “Result”

Result must be measured Once it is measurable, it will become

performance Index You have to focus on your core function which

will be key result area This helps result to be monitored

Why need to monitor our result

To ensure we are in a right track – in line with the company goals and direction

We are able to sharpen our edge and a head of our competitor

To identify your weaknesses which need for immediate training

To capitalized your performance for career advancement

To evaluate ROI against your performance

What do you mean by ROI – Return Of Investment ?

All kind of job/ function involve investment such as office equipment, salary, work station and etc.

An investment definitely expecting return

such as effectiveness of services, cost improvement and ect

HOW DOES YOUR FUNCTION LINK TO ROIROI ?

1. Effectiveness – Meeting the departmental or organizational requirement.

2. Customer satisfaction – Internal or customer satisfaction on your services

3. Accuracy, timely, quality of your services

4. Cost saving or within the budget.

5. Achieve result

To evaluate the ROI, all key area will be measured either through percentage of achievement and result, customer feedback and your performance.

If your ROI is positive, you are contributing towards organization ROI. You are also adding value to your function.

What happen if your ROI is negative and whatever your functions is does not contribute towards company profit. ?

Lets discuss..

How do such KPI being measured ?

Establish your goal against the company Mission

Align your core functions and set your KPI using S.M.A.R.T approach.

S – Specific M – Measurable A – Achievable R – Realistic T - Timely

Specific

Goals must be specific and should not be general.

Being a specific you know your direction clearly where are you heading or what are you intend to be specifically

E.g I want to be an officer in 5 years time To reduce the typing error To improve the preparing report skills

Measurable

Goals should be measurable where you can evaluate the performance or the result

E.g To increase the production volume from 90% to 100%

To complete daily assignment To reduce the timing of preparing monthly

report from 5 days to 3 days

Achievable

Do not set a goals where it is impossible to achieve.

E.g To be a Manager in one year time. To reduce the transport cost from 10k per

month to 8.5k per month

Realistic

Goals must be something realistic and not pluck the figure from sky

E.g To reduce the transportation cost from 10k per month to 8.5k per month

To increase the Bonus from 1month to 5 months by next year

Timely

Good Goals must have a time frame when to achieve.

The time frame should also realistic and achievable

E.g To reduce the stationery cost from 12k per month to 10k per month by 3rd Qr 2003.

Tie Your goals with your performance

Set a yearly goals in order to tie it with your performance.

By doing so, your annual performance evaluation will be more practical because it will carry certain weight score

You can also evaluate your current achievement with your personal advancement plan.

Discussion

List down 5 goals that you think you wish to achieve by next year 2003.

Use the element of SMART in establishing the goals

15 minutes.

EXAMPLE

1. To build effective Customer Relationship by having a frequent meeting from monthly to fortnightly by Q1 2004

2. To increase the issuing invoices for domestic customer from 20 to 30 daily by End of Dec 2004

3. To reduce the absenteeism from 20% to 18% monthly by March 2004

4. To establish a policy on handling problematic customer by Q4 2004

EFFECTIVE HANDLING OF OFFICE PROBLEM

HOW TO INFLUENCE YOUR BOSS

Do get fact and figures ready Study on the pro and cons Able to provide alternatives on solution Look matters from different angle Focus on company or departmental interest Present and focus more on benefit.

KEY PRINCIPLES

Maintain and enhance self esteem Listen and respond with empathy Ask for help and encourage involvement Develop Trust

FEEDBACK FUNDAMENTALS

SPECIFIC + SINCERE + BALANCEPOSITIVE FEEDBACK

What was said and doneWhy effective

FEEDBACK FOR IMPROVEMENTWhat was said and doneSuggest alternativesWhy alternative is more effective

BASIC BELIEFS1. The customer’s need are critical2. Anything can be improved3. Quality is everyone’s job4. The person doing the job knows it best5. People deserve respect6. Teamwork works7. There is value in differences8. Involvement builds commitment9. Support build success10. You make the difference11. The way you communicate that is the respond that you get

Anyone can hold a meeting. Forming a work group and conducting a productive meeting, however, is a greater challenge. This article has tips for meetings that get results.

1.Determine the outcome or objective of the meeting.

Having a clear purpose goes a long way to ensuring a successful outcome. Ask yourself and/or the participants questions like:

a.What would be the most valuable thing we could accomplish with our time? b.What is the purpose of the meeting? c.How does this meeting contribute to the organizational goals and objectives?

2.Plan in advance.

Abraham Lincoln was notorious for planning and said that for every 1 hour spent planning, it would save 8 hours in implementation. Considering the project failure rates in organizations it would be hard to argue with him.

Determine the type of meeting (i.e., problem solving, brain storming, dissemination of information, etc.) and what format will support that purpose.

Assess what information or other preparation will be needed. How will you communicate the results to others not participating in the meeting, but who need to be apprised of the outcome?

The agendaA good agenda should cover the

following areas Overall purpose of the meeting Date Timings Place Objectives (allows people to prepare) Attendance Vital Responsibilities

3. Choose the participants.

Select those who have a reason to participate. Those attending should:

a.Have a thorough knowledge of the meeting subject-matter and be ready and able to make a valuable contribution. b.Be responsible for implementing decisions or bringing a project to the next stage; represent a group that will be affected by decisions made at the meeting.

Between four to seven people is generally ideal for any meeting, ten is tolerable and 12 is stretching the limit. Meetings tend to be more productive when the number of participants is low. In large group meetings, there is less opportunity for individuals to participate and consensus decision-making becomes extremely time consuming and frustrating.

4.Roles.

Determine what roles will be needed (i.e., someone to take notes, story board, present important information, etc.). The most critical role is the facilitator. This person is responsible to meet the meeting objective, keep it on track and tactfully ensure no one person dominates the meeting. Select a facilitator who will make sure the ground rules are followed and maintain a neutral stance.

5.Develop guidelines.

These are often created once and reused in subsequent meetings. It is helpful to list them on posters or flip charts that can be referred back to again and again. Some examples are:

a.No criticism b.Confidentiality c.No one will be interrupted while speaking d.Ideas won't be judged in order to encourage creativity e.Start and end on time f.Don't present a problem without being able to present a solution. g.It's ok to pass

We have found that a fun way to enforce guidelines is to take a piece of paper, crumple it up, and, if someone violates a guideline, throw it at them. It keeps the mood light while still sending a very important message

6.Use meeting openers.

These can be fun and getting the meeting off on the right foot. It is important that the expectation be set up front to only take one or two minutes in order to minimize time impact. Some examples are:

a.What would you like to get out of this meeting? b.Share something about you no one else in the room knows about. c.What has been the best part of your week? d.Where are you having success in you area right now?

7.Use visuals.

Most people can see what you are presenting better than they can hear it. Doing both will ensure your message gets across. Use flip charts, slides and white boards to set the agenda, brainstorm, or present ideas.

8.The parking lot.

It can be easy to get stuck on issues that might be important, but not directly tied to the objective of the meeting. Using a flip chart list the items as they come up. At the end of the meeting resolve what actions need to taken to deal with them.

11.Meeting closers.

Wrap up each meeting by summarizing what was accomplished. Here is a brief checklist:

a.Have tasks that were created during the meeting been assigned a "who will do what and by when?" b.Were the objectives of the meeting met? If not, is another meeting required? c.How effective was the meeting? What could we improve on for next time? d.What did you get out of the meeting? e.What issues (PARKING LOT) came up that we were unable to resolve? What actions steps should be taken?

Let conduct a meeting on improving customer relations

List down your agenda and determine of role and function.

Role play – conduct the actual meeting.

SIX LETTER CROSS OUT

Copy down this row of letter : BSAINXLEATNTEARS

Cross six letters from the line so that it become one common English word

5 Minutes

Emotions have never been completely welcome in our worklives. Most of us have traditionally been conditioned to leave emotions “at homes”.

And yet most of us believe that emotions are fundamental part of who we are and working with others.

According to Peter Salovey – pioneer in EI said : Emotions tell you to run away when you’re afraid, to fight when you’re angry and to mate when you’re happy”

PROBLEM SOLVING – MANAGING EMOTION

Diana is an executive where part of her job function required her to prepare monthly report for the board meeting. However most of the information that she need came from various managers. Few of the managers are involve in site activities and very seldom they are in the office.

Every month, Diana will face difficulties in getting all the information from this group. End-up the report always completed last minutes. Even though several reminder, follow up and dead line given, it doesn’t help. Sometime the directors are complaining that they received the report late and could not gone through all the details.

The MD is not happy and wish Diana to solve this problem once for all. Diana send a nasty email to all managers and scolded them Did Diana do the correct way, If not What shall Diana do then .. Pls advice

(15 minit)

EI is a type of social intelligence that involve the ability to monitor one’s own and others’ emotions, to discriminate among them and to use the information to guide one’s thinking and action.

Or the simple way to understand is how we and other feel, why we feel that way and what can be done about it.                                                        

Managing aspects of EI, Involving skills. Skills that need to practice and take times. There is no pills for emotional intelligence.

It is on going process

Those 5 process has been distilled into 5 competencies as follows:

1. Self awareness

2. Self regulation

3. Self Motivation

4. Empathy

5. Effective relationship

• Self awareness

• Remember that awareness of our emotional state is the foundation of all EI Skills

• Learn to “tune in” to your emotions – they can give you valid information about your responses to stressful situations

• Recognize the importance of your emotions

• SELF REGULATION

• Accept responsibility for choosing your own emotional responses.

• Learn to “ reframe” stressful situations into ones that challenging

• Be ware of and “ learn to manage” your own emotional triggers

• SELF MOTIVATION

• Recognize that emotion affect performance

•Identify your explanatory style when setback strikes resist asking “ what’s wrong with me” instead ask what can I fix?

• work to achieve “flow state” being in the moment with work task

• EMPATHY

• Empathy means recognizing and responding appropriately to the emotion of others

• By expressing empathy you also create empathy in others

• Realize the emotion impact towards the productivity and safety

• RELATIONSHIP

• Influence and persuade others

• Build consensus and support team goals

• Motivate and inspire yourself and others those goals.

Boss is chasing on deadline.. We've got an important call to make, but we're waiting for one more piece of information that was promised to us two hours ago. We have meeting to attend. There's never enough time. There are so many things to do and so little time in which to get them done. Reports are due. Project deadlines are coming up. A major client hasn't paid your latest invoice and there are bills to be paid next week. Stress is closing in on all of us. Stress is affecting not only the way we do business, but our bodily health at the same time. While we can't make stress go completely away, there are some things we can do to reduce our stress levels and make us happier and more productive, which reduces our stress levels and makes . . . and so on and so on.

DOES THIS SOUND FAMILIAR…

Stress Management Understand your mind, body and soul

Working life cycle is consist of various scenario. We should be able to know how to use our mind, aware against our physical and spiritual weaknesses and strength.

This is important on how we could handled stress in proper manner because we the only one who knows better about ourself.

Stress

Stress being define as a pressure against your mind and emotional which lead to become angry, tense, sad or frustration.

A minimum level of pressure is good for us to keep on performing.

Too much pressure could

affect our health

Identifying causes of stress Too many sudden changes can be a main

cause of stress. Stress could also cause by our way of life

such as to much smoking, anything related to caffeine and alcohol and no exercise.

However here are some other causes that we could look into

Overcoming stress Control your way of life

Plan for your daily activity. Do different thing on different days

Plan for future and do not look at mistake or failure.

Stop smoking and take less caffeine drinks.Do exercise at least 20 minutes and 3 days a week.

Change the way we are thinking Identify the thinking habit and get rid the negative thinking and at the

same time develop positive thinking. Learn to look things in different view in order to understand the

rationale Share your thought and feeling with close friend in order to release the

pressure Encourage to write down your thinking to analyst

Take a break Immediately take a short break. Relax and breath slowly If necessary take a walk and look something green or take short nap. Take a long shower or go for body massage Go for holidays

Action Plan for high energy leaving

Practice good / simple exercise consistently. Take good balance on food combination Do not do thing last minutes/ have a proper

plan Start you day in the morning with a good

mission statement Always be positive

"As health problems go, heart disease, diabetes, cancer and obesity get all the limelight. But we should pay just as much attention to another serious health issue: stress."

STAR, May 26, 2003

STRESS-FREE TIP # 1

WHEN IN DOUBT, ASK.

You can’t solve a problem if you don’t

know what is it.

STRESS-FREE TIP # 2

WATCH WHERE YOU’RE GOING.

Setting clear objectives and directions could

save you from potential pitfalls.

STRESS-FREE TIP # 3

AVOID RUMOUR-MONGERING.

Loose lips sink ships.And it could be the boat

you’re on.

STRESS-FREE TIP # 4

THINK POSITIVE.

Work hard but work smart.

Where possible, delegate.

Share your positivity,it’s contagious.

STRESS-FREE TIP # 5

GIVE YOURSELF SOME SPACE.

When you’re up against the wall, stop.

Take a deep breath or go for a walk.

Some fresh air will do you a lot of good.

STRESS-FREE TIP # 6

BREAK AWAY FROM ROUTINES.

Take a different road to work tomorrow.

You never know what you may find.

STRESS-FREE TIP # 7

SPEAK YOUR MIND.

If you have something to say, say it.

Keeping frustrations to yourself will do you more

harm than good.XX

STRESS-FREE TIP # 8

RELAX.PUT YOUR FEET UP.

Stop every now and thenand smell the roses.

Be proud of what you’ve done.

STRESS-FREE TIP # 9

FREE YOUR MIND.

Think outside the boxand you won’t paint

yourself into a corner.

STRESS-FREE TIP # 10

MULTI-TASK.

Juggle your time well andyou’ll end up with enough

timefor both work and play.

STRESS-FREE TIP # 11

PLAN AHEAD.

Learn from your mistakes.Make full use of what you’ve learnt to avoid going round in circles.

STRESS-FREE TIP # 12

CHILL OUT.

When the pressure starts to rise, don’t get cooked. Let off some steam with a few games of tennis or golf.

Discuss in a group and List down 3 common situation at your work place that created stress and how you manage it

10 minutes

      Cut out the coffee, hot chocolate, and soft drinks - Caffeine can cause anxiety and make things more stressful. So, you might want to limit your trips to Starbuck's when you are suffering from stress. Keep toys on your desk - My wife used to keep "Transformers" near the phone. Transformers were plastic robots that changed their shape depending on which way your turned them and moved their body parts. She played with them while she was on the phone. It gave her something physical to do and mental at the same time, and helped reduce anxiety.

STRESS FREE TIPSSTRESS FREE TIPS

         Write down your stressful situation - By putting your thoughts down on paper (or in the computer) you can transfer your emotions from your mind to something more tangible. After you're done with the writing you can crumble up the paper and throw it away, or light a match to it and let your troubles go up in smoke.

         Exercise - I have a "Thigh Master" that I use to exercise my upper body and my thighs when I've been hunched over a desk for too long. Getting away from the desk and exercising for just a couple minutes can reduced stress remarkably. If you can get away for a walk, that's even better. Think about pleasant thoughts and not about your problems -- that helps, also.

STRESS FREE TIPSSTRESS FREE TIPS

         Get some oxygen into your body by breathing deeply - Headache expert Dr. Jeffrey Finnegan in his book Life Beyond Headaches says that one of the main keys to a healthy body is getting oxygen, which we can't do if we're all slumped over and stressful. Take a few minutes and close your eyes and breathe deeply and slowly. I like to tell myself that with each outgoing breath I am becoming calmer and less worried and stressed. If you can stop and breathe deeply for ten minutes a couple times a day, you can reduce your stress dramatically. "Breathing becomes short and shallow when we start stressing out," says Deborah Johnson, Ed.D, an assistant professor at Baylor University in Waco, Texas. "The quickest way to break this tension loop is to start drawing air deeply into your lungs, which allows oxygen to flow throughout the body. You should feel a difference almost immediately."-- from Soothe your stress spots, Fitness, November 1998

STRESS FREE TIPSSTRESS FREE TIPS

         Eat a sweet - When you're feeling really stressed, take a minute and eat a bite or two of candy (watch out for chocolate, which has caffeine in it). Researchers have found that stress levels go down when we consume sugars.  Make yourself at home - Personalize your workspace. Surround yourself with photographs of home, posters from favorite movies or plants and flowers. The familiar, homey-objects, help relax tensions.  Drink some orange juice - Scientists have discovered that vitamin C can reduce the production of stress hormones. Eat an orange, drink some juice, take a 200 mg. supplement, or eat other foods rich in vitamin C like broccoli, Brussels sprouts, cabbage, cauliflower, tomatoes, peppers, potatoes, strawberries, grapefruit and cantaloupe.

STRESS FREE TIPSSTRESS FREE TIPS

         Sing a song - This tip does double duty, music and singing relaxes the body, AND by singing you breathe more deeply. Depending on your voice, however, you might create more stress from the people around you.

Watch a funny video - Laughter like singing gets more oxygen into our lungs, so watch something that gives you some belly laughs. Dr. Hj.Fadzilah Kamsah says the essence of humor is anticipation and payoff. Just like reducing stress.

STRESS FREE TIPSSTRESS FREE TIPS

CASE STUDYHASHIM WAS A HEAVY SMOKER. RECENTLY HE HAD BEEN WORKING VERY HARD . FOR THE PAST 3 MONTHS HE HAD BEEN WORKING EVERYDAYS EVEN DURING WEEKEND AND NO RESTDAY AT ALL, BECAUSE OF OUTPUT COMMITMENT. AT THE SAME TIME THE MACHINE BREAKDOWN ARE QUITE OFTEN. LATELY THERE IS ARGUMENT BETWEEN HASHIM AND ONE OF THE ENGINEERING TECHNICIAN WHICH END-UP WITH BIG ARGUMENT. HASHIM HAS BEEN CALLED BY HIS SUPERIOR AND GIVEN A WARNING. HASHIM BANG AT THE TABLE AND GOING BACK TO HIS WORK STATION. WHEN HE RETURN HE SAW THERE IS A LOT OF REJECT AND HIS SUBORDINATES WAS HAVING A MEETING WITH QA TEAM. WITHOUT KNOWING THE ACTUAL STATUS HE JUMPED INTO CONCLUSION AND SHOUTED AT HIS SUBORDINATE. HASHIM HAD CREATED A LOT OF DAMAGE NOT ONLY AT HIS PERFORMANCE, CREDIBILITY AS A LEADER BUT ALSO TO HIS TEAM MEMBERS.

What actually happen to him and he could solve the issue. Please advise

BUILDING TRUST

WIN AS MUCH AS YOU CAN

CYCLE OF MISTRUST

MAKING ASSUMPTION

BREAKING PROMISES

COVERING YOURSELF

SPREADING RUMORS

BY PASSING PEOPLE

T R U S T

TRUST TRAPS Making assumptions Breaking promises Covering yourself Spreading rumors By passing people

UNCLEAR DIRECTION

Our goal is to get input from all the department. We need good useful customer feedback on this problem. So let’s compare note at the end of the week.

CLEAR DIRECTION

So we’ve agreed: Ahmad you will survey the Engineering Department, Siti you’ll take Production department, Raju you will do the Warehouse department and I’ll carry out QA department. Each of us need to get photocopies of at least 10 CAR from customers who reported this problem during the past 12months. Let’s all compare our findings at 10am on Friday morning at meeting room1.

To build trust, one thing I’ll start doing is:

To keep trust strong, one thing I’ll stop doing is:

TRUST TECHNIQUES

Share thoughts, feeling and rationaleMake commitments, you can keepAdmit mistakesRequest and accept feedbackTest Assumption

PERSONAL EMPOWERMENT ACTIONS

Find out what is important Look for ways to make improvements Ask for coaching Involve and support others Measure results Never be satisfied; keep learning

The actions are an approach for handling any task, problem or opportunity. They let you apply your knowledge, expertise, and skills to be the best of

your abilities. They help you gain new knowledge and develop new skills.

Use actions when: You have been empowered to take new

responsibilities You seek for more empowerment and are unsure

where to start You want to develop your skills and need to know

what to learn to improve you chances for success

PERSONAL EMPOWERMENT MEANS TAKING RESPONSIBILTY FOR

YOUR OWN SUCCESS

COMMUNICATION STYLE

ELEMENT OF COMMUNICATION

Sender------message-------receiver

“The meaning of communication is the response that you get”

Zxx zz xz zzz!

Barriers to Communication

1. Hearing what we expect to hearPast experience leads us to expect to hear the same message in similar circumstances.. Komunikasi1.pps

2. Ignoring information that conflict with what we “know”

3. Evaluating the source – extract / interpret meaning by sender

Differing Perception Words that mean different things to

different peopleSay the word “Oh” to communicate the

following : Surprise, Anger, Pleasure Understanding, disappointment

To Overcome the barrier Use feedback – 2 ways communication

- Able to confirm understanding drawing object.pps

Use face-face communication – do not go through many people in sending messagebola ahmad.pps

Be sensitive to receiver’s world Be aware of symbolic meaning. If possible

straight to the point and cut it short. Use Direct simple language as long as the

receive could understand clearly our message

10 ways of effective communication1. Seek to clarify your ideas before communicating2. Examine the true purpose of communication.3. Consider the situation, human setting whenever you

communicate4. Consult be others – be prepared5. Be mindful – tone, content of message, timing and

etc.6. Follow-up with your communication7. Use body language to assist8. Do not dominant the conversation9. Eye contact – to let receiver’s know that we are

communicating with he/she10. Don’t “mumble” or have something in mouth while

talking

Selecting a communication channel

In selecting the communication channel, you have to look at:Objective, who is the receiver, urgency, confidentiality, whether it is for reading, approval or announcement and etc.

Communicating with Guest

Represent the Company Polite, friendly and focus on the point

communicated Do not explore something not related to you or

company confidentiality.

Communicating with superior

Formal and respect Short but straight to the point Share achievement rather than failure Discuss problem with some solution

Body language usage

Using your body language in assisting your communication with others especially during briefing, meeting, presentation and etc.

Understanding receiver’s body language in order to ensure the understanding such as eyes, face or hand gestures etc.

Discussion

Identify 5 communications problem in your work place, share it with the team and on your team point of view what are the action can be taken to solve the problem.

Discuss – 10 minutes

WRAP UP

1. Exercise 2 ways communication

2. Check understanding

3. Use body language

4. Use simple language and straight to the point

5. Be a good listener

MANAGING YOURWORK PRIORITIES

In planning and managing your

work priorities, you have to look

into:

1. Plan your time

2. Plan your works

The ten principlesOf timemanagement

1. Develop a personal sense of time

2. Identify long term goals.3. Make medium term plans4. Plan the day5. Make the best use of your

time6. Organize office work7. Manage meetings8. Delegate or share your

works9. Discipline yourself10.Manage your health.

BENEFIT FROM EFFECTIVE TIME MANAGEMENT

Helps you put first things first Help you avoid time traps Helps you anticipate opportunities Gives you freedom and control Help you avoid time conflict Helps you avoid feeling guilty Help you evaluate your progress

Help you see the “big picture” Help you do you work smarter not harder Building a good discipline work ethic

Identifying Your Time Waster

During beginning and End of work During going for break or come back after

break Telephone conversation Reading and replying email Surfing internet Meeting

How to manage your time effectively

Discipline yourself on following the schedule set strictly

Eliminate / minimize time waster Plan your time Evaluate your weaknesses and do

corrective action Set time frame for any meeting or discussion

KES KAJIAN : PENGURUSAN MASARashid merupakan kerani di bahagian stor. Tugas beliau ialah merekodkan penerimaan bahan dan beliau berurusan dengan pembekal. Raju merupakan storekeeper dimana selepas penerimaan barangan direkodkan, Raju akan menghantarkan barangan tersebut ke lokasi yang disediakan untuk simpanan.Rashid suka menghabiskan masa agak lama untuk minum dan bersembang ketika rehat jam 10.00pagi sebab beliau jarang bersarapan pagi kerana bimbang lewat ke tempat kerja.Ini diburukkan lagi dengan sikap rashid yang suka bertangguh. Meskipun bahan telah dihantar awal, Rashid lewat merekodkannya. Kadangkala pembekal menunggu agak lama.Satu hari, pembekal tidak sabar dengan tindakan Rashid dan meninggalkan bahan yang dihantar tanpa direkodkan penerimaan. Raju yang tidak menyedari keadaan tersebut telah terus mengangkatnya menggunakan forklift dan menyimpannya.Mesyuarat jabatan baru ini Rashid telah dimarahi ketua jabatan kerana memberikan maklumat yang salah pada jab pengeluaran tentang status penerimaan bahan.Apakah yang perlu dilakukan oleh Rashid untuk memperbaiki masalah tersebutBincangkan dengan kumpulan anda – 15 minit

Work without plan, will end-up that you wrongly carried

out jobs which less important and urgent OR you might also

end-up work hard but no result.

Therefore:

1. Have a planner or Scheduler or at least a book to list down your work everyday.

2. Do it early morning at least 15 minutes

3. List down also those backlog/pending and new assignment

4. 15 minutes before end of the day, evaluate the result for the following day planning.

The Daily planWhen To do it ?Plan at the end of the previous day. This allow you to tidy up the loose end and focus on tomorrow’s priorities

OrAlternatively you can also plan at the beginning of the day, allowing you to focus on the day ahead, before getting involve with the details. This may also allow you to plan the day either to share some of the work with others or to delegate to your subordinates accordingly.

How to control interruptionsAn interruption is only an interruption IF it is something that stops or hinders by breaking in on some continuity or other such as writing report or carrying out an interview

However you must ABLE to control it otherwise it is goodbye to your “To Do List” for the rest of the day..

Dealing with interruptions• Set a time limit to stick to such interruption. Say I’m going to spend only 5 minutes.• arrange to meet other person’s office• Avoid small talk when you are busy• Focus and serious to those that you have planned• Get them to the point. Don’t be afraid to interrupt the interrupter, asking them – what is the problem ? What is the purpose of the call ?• Be ruthless with time but gracious with people. Give them your full attention. Listen well. Be firmed but friendly and helpful.• Have a clock available where visitors can see it and don’t be afraid to glance at the clock a few times. Explain about your next appointment.

STEPS ON TIME MANAGEMENT1. List goals

2. Prioritize

3. Make To Do List

4. Do it now

5. Have a scheduler or Planner

How To Prioritize your workUrgent and Important

Urgent But Not Important

Important but not Urgent

Not Urgent and not important

WE DID NOT PLAN TO FAIL..

WE FAIL TO PLAN !!

List down 3 new knowledge that you have gained from this course which you can apply to your daily jobs

FROM NOW ON.. LETS DO SOMETHING NEW AS A PART OF KAIZEN TO OURSELVES

“ If you want to change the action, you have to change your thinking”

– Zig Ziglar

Learning Point..

I hear, I forget I See, I remember I Do, I Understand