5-6 SEPTEMBER 2012
Interpersonal skills and Relationship building
• Day 2:
Decision making and Problem solving
Business writing skills
Customer Service Excellence
TRAINING PROGRAMME OVERVIEW
– 5/6 SEPTEMBER 2012
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
4. There is a river you must cross but it is used by
crocodiles and you do not have a boat. How do you
∗ 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.
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.
∗According to Anderson
Consulting Worldwide, around
90% of the professionals tested
got all questions wrong.
∗ 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
∗ How well do you know yourself?
Personal goals (3-5 years)?
Professional and career goals (3-5 years)?
Needs, strengths, interests and preferences?
What motivates you?
Investing time, effort and resources into your personal and professional
How resilient are you?
How assertive are you?
What are you passionate about?
∗ Daily time wasters :
Self generated (personal)
• Time management tools and techniques
∗ 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:
∗ Stress coping and management strategies
∗ Building credibility
∗ Creating win-win (mutually beneficial) relationships
∗ Creating trust – “emotional bank account”
∗ Critical success factors
∗ JOHARI Window
RELATIONSHIP BUILDING SKILLS
∗ Assemble with your colleagues who share the same
dominant conflict resolution style
∗ Discuss the characteristics of this particular conflict
∗ Discuss the appropriateness of this conflict resolution
CONFLICT MANAGEMENT ACTIVITY
∗ Summary of key points
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-
PROBLEM-SOLVING AND DECISION-
∗ 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
∗ 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
∗ Characteristics of excellent customer service
∗ Customer value proposition
∗ Customer value space
CUSTOMER SERVICE EXCELLENCE