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