ADMINISTRATIVE

PROFESSIONAL

BY
TIMES MANAGEMENT TRAINING SDN BHD

Course Objective

How 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.

Introduction

In current economic uncertainty, the

supporting groups 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 todays challenging
business environment

Course Objective

How 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
Top
Management
Supporting
Group

Supporting
Group

JUST IMAGINE

WITH POOR
SUPPORTING

Competitiveness

Global changes

Internal weaknesses

Can the structure survive

with all the challenges
around..?

Group discussion
Have 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 Trend
Supporting 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 Trend
Supporting 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

Planning
Organizing
Delegating
Controlling

Self initiative
Assisting

in providing solutions
Developing Values

Basic Principle Of
Management

Planning
Planning

is a process of identifying your

department/ companys goal or objective.
Determining actions steps to be taken in
achieving such program / goals.
Eg : Plan your daily routine work
Plan to do list
Plan 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 goals
Step 2 evaluate the present situations
Step 3 Identify aids and barriers to the
goals
Step 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 competent
Result 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
such as effectiveness of services, cost
improvement and ect

return

HOW DOES YOUR FUNCTION LINK TO ROI ?

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 3 rd 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 + BALANCE
POSITIVE FEEDBACK

What

was said and done

Why effective

FEEDBACK FOR IMPROVEMENT

What

was said and done

Suggest alternatives
Why alternative is more effective

BASIC BELIEFS
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.

The customers need are critical

Anything can be improved
Quality is everyones job
The person doing the job knows it best
People deserve respect
Teamwork works
There is value in differences
Involvement builds commitment
Support build success
You make the difference
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 agenda
A 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 youre afraid, to fight when youre
angry and to mate when youre 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 doesnt 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 ones own and others emotions, to discriminate
among them and to use the information to guide ones
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 whats 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.

DOES THIS SOUND FAMILIAR

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.

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 cant solve a problem
if you dont know what
is it.

STRESS-FREE TIP # 2

WATCH WHERE
YOURE GOING.
Setting clear objectives
and directions could
save you from potential
pitfalls.

STRESS-FREE TIP # 3

AVOID RUMOURMONGERING.
Loose lips sink ships.
And it could be the boat
youre on.

STRESS-FREE TIP # 4
THINK POSITIVE.
Work hard but work
smart.
Where possible, delegate.
Share your positivity,
its contagious.

STRESS-FREE TIP # 5
GIVE YOURSELF
SOME SPACE.
When youre 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.

STRESS-FREE TIP # 8
RELAX.
PUT YOUR FEET UP.
Stop every now and then
and smell the roses.
Be proud of what youve done.

STRESS-FREE TIP # 9

FREE YOUR MIND.

Think outside the box
and you wont paint
yourself into a corner.

STRESS-FREE TIP # 10

MULTI-TASK.
Juggle your time well and
youll end up with enough
time
for both work and play.

STRESS-FREE TIP # 11

PLAN AHEAD.
Learn from your mistakes.
Make full use of what youve
learnt to avoid going round
in circles.

STRESS-FREE TIP # 12

CHILL OUT.
When the pressure starts to rise,
dont 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

STRESS FREE TIPS

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 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 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 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 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.

CASE STUDY
HASHIM 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.

BUILDING TRUST

WIN AS MUCH AS YOU CAN

CYCLE OF MISTRUST

MAKING ASSUMPTION

BREAKING PROMISES

COVERING YOURSELF

SPREADING RUMORS

BY PASSING PEOPLE

T R

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 lets compare
note at the end of the week.

CLEAR DIRECTION
So weve agreed: Ahmad you will survey the
Engineering Department, Siti youll take Production
department, Raju you will do the Warehouse
department and Ill 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. Lets all compare our findings at 10am on
Friday morning at meeting room1.

To build trust, one thing Ill start doing is:

To keep trust strong, one thing Ill stop doing is:

TRUST TECHNIQUES
Share thoughts, feeling and rationale
Make commitments, you can keep
Admit mistakes
Request and accept feedback
Test 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

Zxx zz
xz zzz!

The meaning of communication is

the response that you get

Barriers to Communication
1.

Hearing what we expect to hear

Past experience leads us to expect to
hear the same message in similar
circumstances
Ignoring information that conflict with
what we know
Evaluating the source extract / interpret
meaning by sender
.. Komunikasi1.pps

2.
3.

Differing Perception
Words that mean different things to
different people

Say

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 message
bola ahmad.pps

Be sensitive to receivers 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 communication

1.
2.
3.
4.
5.
6.
7.
8.
9.
10.

Seek to clarify your ideas before communicating

Examine the true purpose of communication.
Consider the situation, human setting whenever you
communicate
Consult be others be prepared
Be mindful tone, content of message, timing and
etc.
Follow-up with your communication
Use body language to assist
Do not dominant the conversation
Eye contact to let receivers know that we are
communicating with he/she
Dont 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 receivers 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 YOUR
WORK PRIORITIES

In planning and managing your

work priorities, you have to look
into:
1. Plan your time
2. Plan your works

1. Develop a personal sense

of time

The ten
principles
Of time
management

2. Identify long term goals.

3. Make medium term plans
4. Plan the day
5. Make the best use of your
time
6. Organize office work
7. Manage meetings
8. Delegate or share your
works
9. Discipline yourself
10.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 MASA

Rashid 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
tersebut

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 plan

When To do it ?
Plan at the end of the previous day. This allow you to tidy up
the loose end and focus on tomorrows priorities
Or
Alternatively 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 interruptions

An 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 Im
going to spend only 5 minutes.
arrange to meet other persons office
Avoid small talk when you are busy
Focus and serious to those that you have planned
Get them to the point. Dont 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 dont
be afraid to glance at the clock a few times. Explain about
your next appointment.

STEPS ON TIME MANAGEMENT

1. List goals

3. Make To Do List

2. Prioritize

4. Do it now

5. Have a scheduler
or Planner

How To Prioritize your work

Urgent and
Important

Important but not

Urgent

Urgent But Not

Important

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