Professional Development for Secretaries and Administrators

Transcription

1 Professional Development for Secretaries and Administrators Introduction Professional Development for Secretaries and Administrations is an intensive, interactive course that has been designed specifically to give you a comprehensive understanding of the management skills that will increase your effectiveness and productivity. You will come away with key management techniques that will help you perform your role confidently, whilst maximising your value as an employee by proactively contributing to the overall effectiveness of your department or organisation. Course Objective To provide you with the knowledge to optimise your own productivity, increase the effectiveness of your team and to manage an increased workload. 5 Great Reasons To Attend Ensure that you are perceived as a key influencer Develop your leadership strengths Gain confidence in making decisions on behalf of your manager Understand what motivates people and how this can assist you in working with your team Assess the importance of your organisation s culture and strategy to your role Who Should Attend Secretaries Administrators Senior Clerks Personal Assitant

2 Training Contents Identifying the Critical Skills for Effective Management Defining the necessary skills for effective management What are the main causes of management failure Understanding where you should be applying management skills in your role Applying management skills to improve your overall performance Developing Effective Communication Skills Examining the barriers to effective communication Active listening to improve your comprehension Using body language to communicate Saying what you mean Using paraphrasing to reinforce your message and your understanding of messages Speaking so others will listen and respect your opinion and knowledge Developing the Essential Assertiveness Necessary for Today s Business Climate What is assertiveness and why is it crucial to success and growth in your role Applying assertiveness techniques that will help you achieve your objectives Understanding the link between confidence and assertiveness and developing both Assertive communication and behaviour without becoming inflexible or aggressive Effective Time Management in a Reactive Support Role Overcoming the time management challenges of a role dependent on the priorities of others Identifying and eliminating procrastination by understanding when and why you procrastinate Allowing time for people interaction and meetings while ensuring everything else gets done Working towards creating a more proactive environment to better juggle your routine and reactive duties Techniques for coping with a large and growing workload Ensuring your efforts are directed towards the most critical areas of your job Applying techniques which will help you prioritise effectively and focus on activities that add most value to the organisation Switching gears between managing and doing Managing People for Increased Performance What makes a good people manager Understanding the challenges of effective supervision and people management Developing an effective people management style that works for you Building flexibility into your people management skills to get the best from different types of people Coaching and teaching skills that can save time and frustration on both sides Effective, painless and fair delegation assigning tasks to others Giving and receiving feedback to continually monitor and improve your people management Managing people when you are only responsible for the result, not the person How to get and keep control

3 Dealing With Difficult People, Difficult Behaviours and Workplace Conflict Avoiding clashes by dealing with situations immediately and effectively Diffusing difficult situations before they become critical Overcoming a natural fear of confrontation and conflict Developing a win/win approach for dealing with difficult people Objectively identifying the real issues in a conflict Managing emotions and personality conflicts Attacking the problem (not the person) with a workable solution Committing yourself to reaching a resolution with compromise Dealing Effectively With Stress Examining the causes of stress and your vulnerability to decreased effectiveness Reducing the negative effects of stress and accentuating the positive Spotting the signs of stress in yourself and others Tips for better stress management Spotting Opportunities for Growth in Your Role Knowing your time and skill limits Dealing with failure and success and accepting responsibility either way Removing the barriers: identifying the factors that hinder your progress and setting plans to eliminate or circumvent them Becoming proactive in your role for continuous growth and challenge Setting growth objectives for yourself and your role Program Schedule Day 1 8:30 am 9:00 am Registration 9:00 am 10:15 am Training Start 10:15 am 10:30 am Morning Break 10:30 am 1:00 pm Training Continue 1:00 pm 2:00 pm Lunch 2:00 pm 3:30 pm Training Continue 3:30 pm 3:45 pm Tea Break 3:45 pm 5:30 pm Training Continue 5.30 pm End of Day 1 Day 2 8:30 am 9:00 am Registration 9:00 am 10:15 am Training Start 10:15 am 10:30 am Tea Break 10:30 am 1:00 pm Training Continue 1:00 pm 2:00 pm Lunch 2:00 pm 3:30 pm Training Continue 3:30 pm 3:45 pm Tea Break 3:45 pm 5:30 pm Training Continue 5.30 pm End of Training

4 Trainer s Profile Ms. Christine Vaz (B.BA, UKM), ATM-B Certified NLP Practitioner Certified Master Class Trainer Christine Vaz is the founder of Beacon Training Consultants, a soft-skill training provider, since She is a certified Neuro Linguistic Programming (NLP) practitioner, a certified Master Class trainer and a PSMB(HRDF)- approved trainer. Christine is also certified in Vocational Education and Training (Level 3) from the Selangor Human Resource Development Centre (SHRDC) in conjunction with Box Hill College of Tafe Victoria, Australia and is currently pursuing her level 4 in the same qualification. Christine is also the Master Trainer for both John P. Kotter s Leading Bold Change program and Inside Innovation in South East Asia To date, Christine has trained no less than 11,000 participants and clocked in more than 111,000 hours of training. She trains in Malaysia, Singapore, Hong Kong, Thailand and Vietnam. As a specialist in workplace communication and a frequently-sought-after consultant to numerous public-listed, MNC and SMI companies, Christine regularly conducts public & in-house programs in positive work attitude, people management, coaching and mentoring, interpersonal communication, facilitation skills, team building & presentation skills and other related skills. Often described as dynamic and fun, Christine aims to make a positive difference in every participant that crosses her path. Her previous experience in the banking industry, coupled with her corporate know-how gained from various management positions in the service industry for the last decade, have provided a formidable foundation for her current capacity as a consultant and trainer. Christine s natural aptitude for understanding people & her ability to articulate at the personal level are derived from over 5 years of face-to-face psychological counseling experience. She actively incorporates the psychological principles of behavioral modification into her training programs. Christine also actively integrates competency-based training approaches into her sessions, resulting in practical and performance-oriented learning for adults. Between 2002 and 2006, Christine was the advisor and supervisor to over 40 social projects by participants of the Graduate Reskilling Scheme and Industrial Skill Enhancement Program at the Selangor Human Resource Development Centre. These projects successfully facilitated the character building and personal growth of more than 500 participants throughout this 4-year period. In addition to that, Christine also created and pioneered the first Group Entrepreneur Game, at the same centre, which was aimed at nurturing a resilient, disciplined and resourceful workforce for the future. And to top it all, she played a pivotal role in the development of more than 50% of the soft skill programs taught in the programs mentioned above.

5 Christine s ability to manage work teams came to the fore in her previous role as a change-agent in one of the leading multi-national banks in Malaysia. Her skill in people-management and especially, her propensity for harnessing the talents of a myriad of people, ranging from consultants and higher management to the non-managerial staff, resulted in the successful development of the bank s first staff sales & service tracking system. Other notable achievements which showcased Christine s flair at dealing with people include her adeptness in the organizing of road shows & the arrangement of customer retention programs by synergizing with merchants to create a more enjoyable & rewarding experience for the bank s customers. Christine is passionate about grooming the next generation and women to achieve success and their fullest potentials, and she strongly believes that this can be best attained though the continuous improvement and efficient application of powerful and life-altering people skills.

6 Ms. Josephine Lui Josephine Lui is Managing Consultant of Imagine Image Consultancy, a personal branding and corporate image consulting company. A qualified Image Consultant, she offers, both individual coaching and master corporate training in business image, personal and professional presence, business protocol and communication skills. A Certified Image Consultant and an associate member of AICI, Josephine graduated from London Image Institute and Academy of Masters Mastery. Personally coached by world-renowned Lynne Henderson Marks and Christina Ong, both Certified Image Masters in association with AICI (Association of Image Consultants International, USA). A passionate, dynamic and engaging educator, Josephine is always fully committed to her clients success. With over 18 years of experience as a well known international branding expert and corporate trainer in the beauty industry, Josephine has worked with Chanel, Elizabeth Arden, Lancome and Sisley with key responsibilities of its in-house trainings as well as its image grooming and etiquette of the Brand s sales & service staff. At Chanel, she has acquired a strong sense of luxury fashion style and was the key facilitator of its Corporate Orientation Programs. At Elizabeth Arden, Josephine had designed and implemented its company s dress code and the Brand s corporate uniform for its beauty consultants. Her other clients include Bluebell Malaysia, OCBC (Premier Banking), Mary Kay (M) Sdn Bhd, Prudential Assurance and HSBC (Puchong) amongst others.

7 PROGRAM REGISTRATION Professional Development for Secretaries & Adminstrators DATE: 21 & 22 Jan & 20 June & 23 July & 24 Oct 2013 *Please choose your preferred date VENUE: Jan Park Royal, KL June Holiday Inn, Glenmarie July Park Royal, KL Oct Park Royal, KL TIME: 9:00am 5.30pm TRAINING FEES: RM per participant - Course fee includes 2 tea breaks (morning and afternoon), a lunch, course material and certificate of attendance ENQUIRIES & REGISTRATION TEL: FAX: cbtrasia@gmail.com WEB: COMPANY / ORGANIZATION DETAILS Company / Organization Name: Address: Name Of Contact Person: Mr/Ms Tel: Fax: Participant Details 1. Mr/Ms: Mobile No: 2. Mr/Ms: Mobile No: 3. Mr/Ms: Mobile No: TERMS & CONDITIONS Early bird fees Enjoy early bird discount of RM100 for registration with payment 2 weeks prior to training date. WRITTEN CANCELLATION: Registration cancelled 7 days prior to the event is subject to charge of 50% of course fee SUBSTITUTE: A substitute may be made at any time at no extra cost NOTE: CLEVERBRIDGE reserves the right to make any amendments and / or changes to the event if warranted by circumstances beyond its control 4. Mr/Ms: Mobile No: 5. Mr/Ms: Mobile No: Total Amount Payable: Signature Payment Details & Company Stamp: Cheque / Bank Draft / Credit Card (Please Specify): Payment by cheques should be crossed and made payable to: CLEVERBRIDGE TRAINING RESOURCES BANK DETAILS: CIMB