MULTIPLE SKILLS

2 days in-house program

designed by

TIMES Management Training Sdn Bhd

MENGENAL WATAK.pps

PROGRAM OUTLINE
Day 1

Day 2

9.00am Ice Breaker

Introduction
Course Objective
Optimizing roles and function

9.00am Ice Breaker

K aizen
Synergy T eamw ork

10.15am

10.15am

Coffee break

Coffee break

10.30am K ey Performance Index (K PI)

10.30am Stress Management

12.45pm L unch

12.45pm L unch

2.00pm Communication enhancement

Conduct effective meeting

2.00pm Problem solving

3.15pm

3.15pm

T ea break

3.30pm Strategic partner

5.00pm End

T ea break

3.30pm Intercation w ith Management

Course evaluation
5.00pm End

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 inorder 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 organisation in order to create such environment,
they will establish QCC, commitment committee, MBO
and ect.,
Supporting staff is essential to support the strategies
which their individual goals/kpi

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
List down what will your competitor can do
To be ahead of your organization.

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.

Your attitude is your choice

Let discuss what are the different between carrying out your
job as an employee compare as a business partner ?
What your group think is more valuable to your
organization ? Why ?
15 minutes

WRAP-UP
Some Key word that we have touched:
1. Creating Value
2. Business Partner Vs Employee
3. Competitors thinking
4. Supporting staff as pillars
5. Strategic Thinking
6. Ownership

DEVELOPING KEY
PERFORMANCE INDEX
(KPI)

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

WRAP UP
Key words : ROI, return of invenstment
KPI tool to measure ROI
SMART approached

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
2. Ignoring information that conflict with
what we know
3. Evaluating the source extract /
interpret meaning by sender
.. Komunikasi1.pps

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

Seek to clarify your ideas before communicating

2.
Examine the true purpose of communication.
3.
Consider the situation, human setting whenever you
communicate
4.
Consult be others be prepared
5.
Be mindful tone, content of message, timing and
etc.
6.
Follow-up with your communication
7.
Use body language to assist
8.
Do not dominant the conversation
9.
Eye contact to let receivers know that we are
communicating with he/she
10. Dont mumble or have something in mouth while
talking
1.

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

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.

9.Questions.
Jack Welch once said, "When managers ask questions, they
aren't looking for answers, they're looking for validation."
Questions are a powerful meeting tool. They elicit participation,
ideas and creativity. Even if you already know the answers,
asking the right questions engages people. People embrace and
own what they participate in. It creates ownership, accountability
and a greater commitment to produce the results.
There is now much more involvement and much better
attendance. As a result of the improved communication in the
meetings, the participants continue to ask better questions in
their respective areas. They have reduced the amount of
overtime. All of those who impact Inventory Control are engaged
and own it, verses only the managers and supervisors.
Their meetings shifted from information dissemination to active
participation and ownership of improving results

10. Focus on the end in mind.

Think about the last time you were asked, "Why isn't this working?" or
"Why aren't you hitting your targets?" How helpful are those
questions? What people really feel is being asked is "Why are you
such a screw up?"
Effective questions not only turned this meeting around, they also
engaged the participants in creating a solution to the problem. A
problem that, because they had created, they owned
Questions ought to focus on the outcome of the meeting, constantly
referring the group back to the meeting objectives. They should be
opened ended and forwarded focused. "Why aren't you hitting your
targets?" should be replaced by "What do we need to do to hit our
targets?"
It is really a simple matter of focus. Do you want them focused on all
the reasons something won't or isn't functioning, all the while feeling
frustrated and probably angry? Or, do you want them focused on
what it's going to take to produce the results? Questions will get you
to either place depending upon which ones you ask.

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.

BEING A STRATEGIC
PARTNER

Cost Reduction
Management
Cost improvement define as a steps and
action being taken to spend wisely only to the
organization needs
In the other hand how can you improve your
cost by getting the same service or quality

Majority of the company will focus on improving cost as a

part of their strategic action. Cost improvement normally
involve :
Overhead cost such as overtime, number of manpower
Stationery cost, utility cost, material cost ( for
manufacturing), Transportation cost, spare parts and
maintenance cost, uniform, hostel and etc.

Some ways of improving cost:

Energy save, paperless, using rough paper,
Maximise manpower utilisation, plan your work to reduce
OT and work smart, Negotiate with vendors on cost
reduction, TPM, 5S, Maximised tranport seating
arrangement, replace new uniform when only torn or
damage, out sourcing certain function if necessary

Profitability
It was defined as the clean income that the
company made after minus away all the
related overhead cost and cost of operations
which also inclusive tax.
In related to the cost improvement, the saving
that we have made, shall gave a positive
impact to the profit

BUILDING A CULTURE

Encourage suggestion and recognised good suggestion.

Incorporate as one of KPI

Create the awarness thru checklist, email signature,

poster and etc.

Identifying areas where creating high expenses and look

into how could you do think better or different than
what you are doing now with the same cost.

Did you ever think about this

question ..
Are you the only player in the market ?
What will the competitor think about you ?
What will the competitor do to be ahead of you ?
Why the handphone and IT industries change their
product so frequent ?
Why there is a Globalization , AFTA and etc ?
Will the economy stagnant and did not change ?
When is our last economic crisis and when is next ?
Will there anymore war, disaster and etc ?

Discussion

Why do you think it is important to build cost

conscious culture in your organization. List down 3
reason and lets discuss

10 minutes

CONTINUOS
IMPROVEMENT /
KAIZEN

KAIZEN

is a Japanese word meaning

gradual, orderly, continuous improvement.
The KAIZEN Business strategy involves
everyone in an organization working together
to make improvements without large capital
investment

KAIZEN is also a culture of sustained continuous improvement

focusing on eliminating waste in all systems and processes of an
organization

THE KAIZEN APPROACH

Create waste free systems and procedures:
Define clear leadership initiatives
Sustain a culture of unrelenting continuous improvement
Quick product change - over

BASIC TIPS FOR KAIZEN ACTIVITIES

Discard conventional fixed idea
Think of how to do it, not it cannot be done.
Do not make excuses. Start by questioning current practices
Do not seek perfection. Do it right away even if for only 50%
of target
Correct it right away, if you make mistake
Ask WHY five times and seek root causes
Piping straw

SOME NEGATIVE RESPONDENT

I am too busy to study it
Its good idea, but the timing is too early
It is not in the budget
Theory is different from practice
Let someone else think about it
I know the result even if we dont do it

WHY DO YOU NEED KAIZEN ?

WHY BIG ORGANIZATION BELIEVE IN KAIZEN ?
The answer is .. Business and world economy is changing
everyday. The changes make our competition more
competitive. If we do not work out a strategy plan to be
ahead of our competitor and we do not ready for changes
and improvement.. We will not survive..
KAIZEN is a needs for our organization to keep on
surviving

DISCUSS IN A GROUP, WHICH ARE

SOME AREA IN YOUR ORGANIZATION
THAT YOU CAN DO SOME KAIZEN/
CONTINUOUS IMPROVEMENT

10 MINUTES

SYNERGY
TEAMWORK

Kerja Kumpulan
Sebagai kumpulan sokongan, kita masih tetap
sebuah kumpulan dan mempunyai matlamat yang
sama.
Kerja Kumpulan beerti sekumpulan individu yang
bersatu dan memainkan peranan mereka demi
mencapai satu matlamat.

Azmi:
Azmi:
Sesat
Sesatdlm
dlmhutan
hutan

KES KAJIAN SESAT DALAM HUTAN

Anda dan kumpulan anda menyertai lawatan ke Hanoi selama 5 hari dengan menaiki
pesawat Air Asia. Oleh kerana maklumat yang diterima bahawa cuaca di Hanoi ketika
ini agak panas, anda hanya memakai Jeans dan T.shirt.
Didalam penerbangan, juruterbang ada memberitahu bahawa penerbangan mengambil
masa 3 jam dan anda di jangka tiba Jam 3. Pagi. Ketika pengumuman dibuat anda
dimaklumkan bahawa anda kini berada di ruang udara Timur Thailand iaitu 60,000 kaki
dari paras laut , berhampiran hutan tebal yang terletak 300km dari perkampungan
orang asli.
Sebaik sahaja pengumuman tersebut tamat, tiba-tiba salah satu enjin di sayap kiri
meletup dan pesawat terus menjunam dan mendarat cemas. Semua anak kapal termasuk
juruterbang terbunuh kecuali anda dan kumpulan anda. Api mula merebak dan anda di
kehendakki keluar dari pesawat segera.
Ketika hendak keluar anda melihat barangan berikut berselerak di lantai:
Pistol signal, wisel, parang, cermin, botol kosong, cokelat, alkohol, pembesar suara,
tali, peta, kompas dan selimut.
Soalan :
Semua barangan tersebut MESTI dibawa keluar tetapi senaraikan mengikut
keutamaan/kepentingan barangan mana yang diambil 1,2,3,4 dan seterusnya.
Buat keputusan samada untuk tinggal atau teruskan perjalan mencari bantuan. Berikan
alasan akan keputusan tersebut.

Peranan Kita sebagai Ahli

Kumpulan
Memainkan peranan yang diamanahkan
Memikul tanggungjawab dan masalah
bersama
Mencapai matlamat yang ditentukan
Membantu rakan yang lain dimana perlu
Memahami SWOT rakan ahli kumpulan

Halangan Kerja Kumpulan

Pentingkan diri sendiri
Tidak memainkan peranan yang sepatutnya
Tidak memahami matlamat
Komunikasi yang tidak efektif antara ahli
Kepimpinan yang lemah
Tidak memahami ahli kumpulan
Punyai sikap ego dan tidak berfikiran terbuka

Pentingkan Diri Sendiri

Mempunyai sikap masalah awak bukan masalah
saya
Apabila ini berlaku, anda akan hanya melakukan
sesuatu yang ada kepentingan dan tidak akan
membantu rakan lain
Begitu juga jika jabatan/kumpulan anda ada
masalah, anda kan hanya cuba untuk melepas kan
diri anda dengan apa cara sekalipun.

Tidak memainkan Peranan

Kerja Kumpulan ibarat satu pasukan Bolasepak.
Sekiranya antara pemain tidak memainkan
peranan mereka, Pasukan tersebut pasti tewas.
Begitu juga boleh diibaratkan sebagai pendayung
bot naga. Jika beberapa pendayung berdiam diri
atau mendayung arah yang berlainan, pasti
mereka tidak akan berjaya.
Azmi:
Azmi:
Menara
Menarastraw
straw

Tidak Memahami
Matlamat
Matlamat adalah samar atau Ketua
tidak memastikan mereka faham akan
matlamat - ibarat berjalan tanpa tujuan
atau kompas.
Ahli dalam kumpulan akan bergerak
mengikut hala tuju sendiri atau arah
yang berlainan.

Komunikasi Yang tidak

efektif
Ahli dalam kumpulan tidak berkomunikasi
antara satu sama lain samada mempunyai
masalah dengan rakan sekerja dll.
Jika ini berlaku, proses komunikasi dalam
menyalurkan maklumat, arahan dll akan
terjejas menjadikan kumpulan tidak
berfungsi.

CUBA KENAL PASTI 3 KELEMAHAN KERJA

KUMPULAN ( TEAMWORK) DI TEMPAT KERJA
ANDA DAN BINCANGKAN :
A. Pada pandangan anda punca ianya berlaku
B. Pada pandangan KUMPULAN
anda bagaimana ia boleh di atasi.

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."
Dr. Hj Fadzilah Kamsah, 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.

STRESS FREE TIPS

Replace the phrase "I have to . . ." with "I get to . . ." Small business writer Don Doman, author of Out of Work? Get
Into Business and Look Before You Leap: Market Research
Made Easy, says that
Wwhen he's feeling overwhelmed and has too many things to do,
he starts using the phrase "I get to." "Even the most miserable of
tasks seem easier and less stressful if you get to do them. It's kind
of like a reward. Oooeee, I get to make cold calls today. It gives
you a positive feeling." By removing that feeling that you "have"
to do something, you've reduced some pressure and stress.

STRESS FREE TIPS

Cut out the coffee, hot chocolate, and soft drinks Caffiene 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.
Jeffry Finnigan 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, homeyobjects, help relax tensions.
Drink some orange juice - Scientests 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, caulifower, tomatoes, peppers, potatoes,
strawberries, grapefruit and cataloupe. F

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 anticpation and payoff. Just like reducing stress.

PROBLEM SOLVING

Problem solving using a 5-step process:

1.
2.
3.
4.
5.

Describe the situation and define the problem,

Confirm the actual causes,
Evaluating the potential solution
Take action based on the solution
Monitor the result

Or
Plan Do Check Action. PDCA

Problem Analysis
Describe Problem
State

and specify the problem after the

brain storming

Confirm the actual Causes

Use

knowledge and experience to zoom in

against all possible causes
Test The possible causes
Confirm True cause

Evaluating the Potential Solutions

List down all potential solutions and gathered all data.
Evaluate the advantages and disadvantages and identify
consequences
Generate alternatives

Take Action based on Solutions

Once you have make the decision on which solution need
to take, take the necessary action.

Monitor the result of each action.

Result should be monitor to ensure the effectiveness of
such solution

PROBLEM SOLVING
Mastura merupakan pekerja di syarikat electronics sebagai seorang Pembantu
Pentadbiran. Dia baru berkhidmat hampir 6 tahun. Seminggu yang lalu,
Mastura mendapat Ketua Jabatan yang baru. Mastura yang telah lama bekerja
merasakan beliau telah buat yang terbaik dan puas hati dengan tugas
routinenya.
Walaubagaimanapun, Bos baru Mastura sering membuat beberapa perubahan
dan meminta Mastura menyiapkan kerja lebih pantas contohnya kalau sebelum
ini Mastura mengambil masa 8 hari untuk menyediakan gaji ( Payroll), Beliau
mahu Mastura pendekkan kepada 5 hari. Menurutnya, Mastura punya 3 rakan
yang lain yang turut membantu. Malangya Bos Mastura tidak tahu bahawa
hanya seorang sahaja yang benar-benar cekap kerana 2 lagi masih baru dan
kadangkala sukar memberikan kerjasama antara sesama mereka. Sistem
Payroll yang digunakan adalah secara manual dan hanya menggunakan
Microsoft Excel sedanglan mereka mempunyai 1000 pekerja.

Apa masalah Mastura sebenar, bolehkah Mastura melakukan perubahan ?

(15 minit)

PROBLEM SOLVING
TOOLS
There are many techniques of problem
solving such as :
Brain

storming
Mind mapping
Fish bone technique

Brain Storming
This is the technique where you throw
all kinds of data to analyst the problem
List treats and opportunities
Identifying

concerns that require action or

directly impact you
Ask question: what deviation do we have
What choice we face, What do we have to
do

Mind Mapping
Using a diagram in the middle as a
brain / mind and expand the line on all
possible data of identifying, analyst
trend and providing solution.

EXAMPLE OF MIND MAPPING

Poor Record Keeping
A proper cabinet

No proper log book at

other department to
trace

responsibility

File misplaced
Need to follow-up
Send reminder

CREATE A MIND MAPPING IN SOLVING THE

FOLLOWING PROBLEMS:

1. CUSTOMER COMPLAINT
ON DELIVERY OR COUNTER SERVICE

2. SHORTAGE OF RAW MATERIAL FROM

DOMESTIC SUPPLIER

3. MASALAH KOMUNIKASI DENGAN

KAKITANGAN JABATAN LAIN

Fishbone Techniques
This technique was form by a Japanese
name Ichikawa.
Something similar like mind mapping
but there are using fishbone to develop
info

FISH BONE CONCEPT

INTERACTION WITH
MANAGEMENT

INTERACTION CYCLE
OPEN

DEVELOP
CLARIFY

AGREE

CLOSE

Interaction Guideline
OPEN with what and why
Describe

reasons for the discussion

Briefly explain background
What ever your practical need gathering information, brainstorming
ideas, or problem solving. This is the first interaction Guideline for
any discussion.
Introduce the topics you want to cover by explaining what you want to
talk about and why its important. Highlight any background
information that support the purpose and importance

Find Out Details

Exchange

details information of the topic

and clarifying those who still unclear.

Develop Ideas
During

the interaction, you and the other

person work together to generate idea and
explore alternative for possible solutions
Always open minded and ask for other
ideas as much as possible.

Agree on Actions
When

agreeing on actions, use the other

persons suggestion if possible. Decide
who do what by when

Close with review and set follow-up

Express

appreciation
Decide on when to check progress

Influencing Strategy The 5 Ps

Position the current issue
Problem why change is needed/the
consequences of not changing
Personal profile understanding the
map of the other person their
arguments/feelings & personal style
Possibilities options for change,
consequences, advantages &
disadvantages
Proposal recommended option, with
reasons and possible first steps

KEY PRINCIPLES IN INTERACTING WITH

OTHERS:
Maintain or enhance self esteem

Listen and respond with empathy

Ask for help and encourage for involvement

REPLACE COMPLAINT WITH FEEDBACK

FEEDBACK FUNDEMENTALS:
Specifics
Sincere
Balanced
POSITIVE FEEDBACK
What was said and done
Why effective
FEEDBACK FOR IMPROVEMENT
What was said and done
Suggested alternative
Why alternative is more effective

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

WE DID NOT PLAN

TO FAIL..
WE FAIL TO PLAN !!

COMPLIMENTS
Ever notice how good you feel when

you give a compliment?

Even if people are awkward in receiving
them, they appreciate them.
When we make it a habit to GIVE
genuine compliments, well always be
looking out for the good in people.
This is a part of being positive

Two NegativeTraps
We postpone our positive- Ill be

positive when....( When the bonus is paid

off, when we go for training in Genting,
Phuket or Hawaii, when I find a better
job...)
We look back to the past and say, If I
have known today was going to be so
competitive, I would have been positive
yesterday.
Positive is not a when - Positive is a NOW

Work!

Lots of people will tell you , Ill be

happier if my job was easier. But

when work gets easier, they quit, and look
for another challenge.
The truth is, we love challenge. Lets stop
kidding ourselves! Nearly every job is
repetitious.
Often, the secret to enjoying a job is not
to change your job but to change your

attitude.

Law of Progress
Everything has ups and downs - nothing travels
in straight lines. This applies to your own
progress in any project. Keep your eye on your
target, keep putting in the effort and you reach
your target despite the ups and downs.
Successful people realise that they reach their
goals by continuously correcting. We get off
course, correct, and get back on course. Ships
do it. Rockets and missiles do it.
Correct. Correct. Correct.

The key of being positive is not

that you never get upset,

frustrated or irritated.
It is how quickly you decide to
snap out of it.

LIST DOWN 5 NEW SKILLS AND

KNOWDLEDGE THAT YOU HAVE LEARN
FOR THE PAST 2 DAYS WHICH YOU CAN
APPLY TO YOUR DAILY JOBS

Learning Point..
I hear, I forget
I See, I remember
I Do, I Understand