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

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Modern Office Professional Development

  1. 1. MODERN OFFFICE PROFESSIONAL DEVELOPMENT 2012 DURBAN CHARLES COTTER 5-6 SEPTEMBER 2012
  2. 2.  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
  3. 3. 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?
  4. 4. ∗ 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
  5. 5.  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
  6. 6. ∗According to Anderson Consulting Worldwide, around 90% of the professionals tested got all questions wrong. CONSOLATION PRIZE
  7. 7. ∗ 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
  8. 8. ∗ 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
  9. 9. ∗ Daily time wasters : Self generated (personal) Environmental Examples • Time management tools and techniques TIME MANAGEMENT
  10. 10. ∗ 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
  11. 11. ∗ Causes of stress: ∗ Personal ∗ Work-related ∗ Examples ∗ Stress coping and management strategies STRESS MANAGEMENT
  12. 12. ∗ Building credibility ∗ Creating win-win (mutually beneficial) relationships ∗ Creating trust – “emotional bank account” ∗ Critical success factors ∗ JOHARI Window INTERPERSONAL AND RELATIONSHIP BUILDING SKILLS
  13. 13. ∗ Definition ∗ Competencies:  Self awareness  Self regulation/control  Self motivation  Empathy  Effective relations  Complete the EQ Questionnaire  Strategies to improve EQ EMOTIONAL INTELLIGENCE
  14. 14. ∗ Conflict management styles: Shark Turtle Fox Teddy bear Owl ∗ Complete the Conflict Resolution style questionnaire CONFLICT MANAGEMENT
  15. 15. ∗ 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
  16. 16. ∗ Summary of key points ∗ Questions CONCLUSION – Day 1
  17. 17. ∗ 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
  18. 18. ∗ 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
  19. 19. ∗ Best practice report writing guidelines ∗ Report format and design ∗ Report structure ∗ Report writing process BUSINESS/REPORT WRITING SKILLS
  20. 20. ∗ Common mistakes made by presenters ∗ P – I – T (putting it together) ∗ P – I – A (putting it across) ∗ Presentation framework and process BUSINESS PRESENTATION SKILLS
  21. 21. ∗ Definition ∗ Characteristics of excellent customer service ∗ Customer value proposition ∗ Customer value space CUSTOMER SERVICE EXCELLENCE
  22. 22. ∗ 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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