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Modern Office Professional Development
 

Modern Office Professional Development

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Personal development of Office Managers inclusive of time management, conflict management, relationship building, emotional intelligence and business communication

Personal development of Office Managers inclusive of time management, conflict management, relationship building, emotional intelligence and business communication

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    Modern Office Professional Development Modern Office Professional Development Presentation Transcript

    • MODERN OFFFICE PROFESSIONAL DEVELOPMENT 2012 DURBAN CHARLES COTTER 5-6 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: Shark Turtle Fox Teddy bear Owl ∗ 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