Course Title: PROFESSIONAL DEVELOPMENT PROGRAM

Author: Jaime E. Noble

Brief Course Description:

Public satisfactions are becoming more difficult and more important to maintain. Keeping our external customers such as the veterans and claimants satisfied is the key to accomplishing the mission and vision of Philippine Veterans Affairs Office and the government in general. We should make sure that our stakeholders are satisfied. Client satisfaction doesn’t only apply to the end user of PVAO services. It also applies to the people in this organization, and how they work together to produce ministration.

This training program provides a road map to improve customer satisfaction, with both external and internal customers. The same principle applies to keeping our external customers happy and to keeping internal customers happy, too.

It’s like tract-and-field relay team. When one runner passes the baton to a teammate, they are engaging in internal customer interaction. Both runners are part of the same team, yet the second runner’s ability to run a good race make a successful hand-off to the next member of the relay team depends on how smoothly the first runner passes the baton. Thus, satisfying his/her internal customer. These relationships affect not only the next leg of the race, but also the success of the entire team.

If PVAO wants to win the race for total client satisfaction, we need to make sure that our hand-off’s are smooth and effective. As you can see, internal relationships have a profound impact our organization’s ability to run a good race and to provide our customers with the kind of service anchored towards social justice.

Target Group/Audience:

For all PVAO employees in supervisory level. However, rank and file employees who supervise at the time of this training program may be invited.1. Absolute requirements: Individuals must be currently employed by the organization 2. Preferred requirements: Participants should be occupying position that involves

office management and secretarial jobs.3. Pre-training course preparation: Participants need to think about beforehand and

prepare in writing a brief description of both of the following: a) a work situation wherein your work output was adversely affected due to

some b) prepare list of suggestion to improve the work process in inter and

departmental level. Course Objectives:

At the end of the 1-day training program, the participants will be able to acquire valuable concepts as well as ideal planning and management skills in the office systems. Furthermore, they will gain knowledge and skills to on professional development. Duration:

1 day

Topic Outline/Content Coverage:

Day 1

1. Understanding your role.What’s an office?Becoming an effective office planner.Office productivity.Team planning.Seven rules for team.

2. Records management.The organizational systems and subsystemsLife cycle of a record

3. Communication.Communicating for results, ListeningBusiness letters, Business writing, Report writing

4. Special problems.Dealing with difficult peopleManaging conflict in the officeTime managementEthics in the workplace

5. Projecting positive professional image.Personal groomingAttitude, Ideal attitudes and motivationsManners

6. 7 M’s and elements of managementManaging yourself professionally

Investment Summary:Target participants: 30 pax

Applicable investments for the Training Program are as follows:

Day 1 AM snacks P 40 X(30) = P 1,200.00Lunch P 50 X(30) = P 1,500.00PM snacks P 40 X(30) = P 1,200.00

Training materials including hand-outs, folders, filing materials, P 200 X(30) = P 6,000.00and certificates -----------------------------Program investment P 10,900.00

Optional investment:Training venue fee for 1 day P 1,500,00Complimentary fee:

Speaker P 600 X(1 day) = P 600.00Plaque of appreciation P 500 = P 500.00

Plus 5% contingency fund of the total training cost P 545.00-----------------------------

Total P 14,045.00