modern office professional development
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MODERN OFFFICE
PROFESSIONAL DEVELOPMENT 2012
DURBAN
CHARLES COTTER5-6 SEPTEMBER 2012
Introduction
Day 1: Personal Mastery Time Management Stress Management Conflict Management Interpersonal skills and Relationship building Emotional Intelligence
• Day 2: Decision making and Problem solving Business writing skills Presentation skills Customer Service Excellence
TRAINING PROGRAMME OVERVIEW – 5/6 SEPTEMBER
2012
INTRODUCTORY ACTIVITY
1. How do you put a giraffe into your refrigerator?
2. How do you put an elephant into your refrigerator?
3. The Lion King is hosting an animal conference. All the animals attend - except one. Which animal does not attend?
4. There is a river you must cross but it is used by crocodiles and you do not have a boat. How do you manage it?
Question 1: Open the refrigerator, put in the giraffe, and close the door.
This question tests whether you tend to do simple things in an overly complicated way.
Question 2: Did you say, Open the refrigerator, put in the elephant, and close the refrigerator? Wrong answer. Correct answer: Open the refrigerator, take out the giraffe, put in the elephant and close the door.
This tests your ability to think through the repercussions of your previous actions.
CORRECT ANSWERS
Question 3: The elephant. The elephant is in the refrigerator. You just put him in there.
This tests your memory.
Okay, even if you did not answer the first three questions correctly, you still have one more chance to show your true abilities.
Question 4: You jump into the river and swim across. Have you not been listening? All the crocodiles are attending the animal conference.
This tests whether you learn quickly from your mistakes.
CORRECT ANSWERS
According to Anderson Consulting Worldwide, around 90% of the professionals tested got all questions wrong.
CONSOLATION PRIZE
S UPPORTIVE E FFICIENT C ONFIDENT R ISK –TAKER/MANAGER E LOQUENT T RUSTWORTHY A CCOUNTABLE R ELIABLE Y OUNG-MINDED
ROLES AND FUNCTIONS OF SECRETARIES
How well do you know yourself?
Personal goals (3-5 years)? Professional and career goals (3-5 years)? Personality type? Needs, strengths, interests and preferences? What motivates you? Investing time, effort and resources into your personal and
professional development? How resilient are you? How assertive are you? What are you passionate about? Self efficacy/belief?
PERSONAL MASTERY
Daily time wasters :
Self generated (personal) Environmental
Examples
• Time management tools and techniques
TIME MANAGEMENT
Group discussion
Identify the self generated (x2) and environmental (x2) time wasters for your specific time slot
Generate time management strategies for each of the 4 identified time wasters
Allocated time: 20 minutes
TIME MANAGEMENT ACTIVITY
Causes of stress:
Personal Work-related
Examples
Stress coping and management strategies
STRESS MANAGEMENT
Building credibility
Creating win-win (mutually beneficial) relationships
Creating trust – “emotional bank account”
Critical success factors
JOHARI Window
INTERPERSONAL AND RELATIONSHIP BUILDING
SKILLS
Definition
Competencies:
Self awareness Self regulation/control Self motivation Empathy Effective relations
Complete the EQ Questionnaire
Strategies to improve EQ
EMOTIONAL INTELLIGENCE
Conflict management styles:
SharkTurtleFoxTeddy bearOwl
Complete the Conflict Resolution style questionnaire
CONFLICT MANAGEMENT
Assemble with your colleagues who share the same dominant conflict resolution style
Discuss the characteristics of this particular conflict resolution style
Discuss the appropriateness of this conflict resolution style
CONFLICT MANAGEMENT ACTIVITY
Summary of key points
Questions
CONCLUSION – Day 1
Group discussion:
Identify the 3 most pressing problems in an office management working context and generate solutions for each of these problems
Identify the 5 characteristics of effective decision-making
PROBLEM-SOLVING AND DECISION-MAKING ACTIVITY
Step 1: Problem identification, analysis and definition
Step 2: Search for information, ideas and solutions
Step 3: Evaluate of alternative ideas and solutions
Step 4: Selection of the most appropriate solution
Step 5: Implementation of solution
Step 6: Evaluation of resolution
PROBLEM-SOLVING PROCESS
Best practice report writing guidelines
Report format and design
Report structure
Report writing process
BUSINESS/REPORT WRITING SKILLS
Common mistakes made by presenters
P – I – T (putting it together)
P – I – A (putting it across)
Presentation framework and process
BUSINESS PRESENTATION SKILLS
Definition
Characteristics of excellent customer service
Customer value proposition
Customer value space
CUSTOMER SERVICE EXCELLENCE
084 562 9446
charlescot@polka.co.za
Linked In http://za.linkedin.com/pub/charles-cotter/38/175/875
CONTACT DETAILS
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