Learn about, communication and conflict management, working with people and result orientated, quality optimisation, positive reinforcement and staff discipline

1. COMMUNICATION &
CONFLICT
MANAGEMENTSESSION 1

2. PEOPLE FRIENDLY
COMMUNICATION STYLES
1. LISTENING -ACTIVE LISTENING
2. NON VERBAL COMMUNICATION -
BODY LANGUAGE
3. CLARITY - MESSAGE UNDERSTOOD
4. FRIENDLINESS - AVOIDS FEAR
5. CONFIDENCE - REASSURES
6. EMPATHY - HUMANE
7. OPEN MINDEDNESS - ACCEPTS
IDEAS

3. GIVING & RECEIVING
FEEDBACKS
1. CONSTRUCTIVE FEEDBACKS
2. EMAILS - PHONE CALLS - WEEKLY
UPDATE
3. CLARIFY IF UNSURE
4. IMPLEMENT FEEDBACKS
5. SIMPLE PRAISE

4. CONFLICT
MANAGEMENT &
RESOLUTION
1. IDENTIFY A SUITABLE PLACE & TIME
TO TALK
2. TALK & CLARIFY THE ISSUE
3. PRACTICE ACTIVE & EMPATHETIC
LISTENING
4. GENERATE OPTIONS - WIN-WIN
5. DEVELOP AGREEMENT THAT WORKS

5. WORKING WITH
PEOPLE & RESULT
ORIENTATEDSESSION 2

6. CHANGING THE
CULTURE & MINDSET
1. CLEARLY DEFINE THE CULTURE
2. COMMUNICATE THE CULTURE
3. LEADERSHIP BY EXAMPLE
4. SHARE GOOD & BAD EXAMPLES
5. ALL ARE ACCOUNTABLE
6. PATIENCE & PERSISTENCE

7. UNDERSTAND
PEOPLE BEHAVIOUR
1. UNDERSTAND THEIR BACKGROUND
2. FIND THE UNDERLYING REASONS
3. KNOW MOTIVATES THEM

8. OUR PERSONAL BEHAVIOUR AND
WORKING WITH PEOPLE
1. DOMINANCE - RESULT ORIENTATED
2. INFLUENCE - RELATIONSHIP
3. STEADINESS - DEPENDABILITY
4. COMPLIANCE - COMPETENCY

9. TAKING OWNERSHIP - EMPLOYEE VS
ENTREPRENEURSHIP THINKING
1. THINK OF THE BIG PICTURE
2. DEVELOP & GROW PEOPLE
3. CONTINUOUS LEARNING
4. TAKING PERSONAL RESPONSIBILITY
5. STAY FOCUS FOR GOOD RESULTS

10. SOLUTION
ORIENTATED
1. THINK - WAYS TO SOLVE
2. NO EXCUSES -NO BLAME GAME
3. COLLABORATE - TEAM SOLUTION

11. QUALITY
OPTIMISATIONSESSION 3

12. QUALITY ASSURANCE
1. IDENTIFY ORGANIZATIONAL GOALS
2. WELL DESIGNED PRODUCTION
PROCESS
3. STAFF -VENDOR COOPERATION
4. CUSTOMER FEEDBACK
5. CONTINUOUS IMPROVEMENT

13. OPTIMISING QUALITY
1. MATCH TASKS TO SKILLS
2. COMMUNICATE EFFECTIVELY
3. KEEP GOALS CLEAR & FOCUSSED
4. INCENTIVIZE STAFFS
5. TRAIN & DEVELOP STAFFS

14. QUALITY FIRST
MINDSET
➤ QUALITY IS NOT AN ACT - IT IS A
HABIT
➤ POOR MANAGEMENT - EFFECTIVE
MANAGEMENT
➤ RESISTANCE TO CHANGE - CULTURE
OF IMPROVEMENT

15. QUALITY OF
MAINTENANCE
1. SORT - KEEP NECESSARY -DISCARD
UNNECESSARY
2. STRAIGHTEN - A PLACE FOR
EVERYTHING - EVERYTHING IN
PLACE
3. SHINE - EQUIPMENT/BUILDING WELL
MAINTAINED
4. STANDARDISE - NEAT, CLEAN
WORKPLACE
5. SUSTAIN - ENFORCING HABITS -
COMPLIANCE

16. POSITIVE
REINFORCEMENT &
STAFF DISCIPLINESESSION 4

17. POSITIVE
REINFORCEMENT
DEFINED
1. POSITIVE - REWARDING GOOD
BEHAVIOUR
2. NEGATIVE - PUNISHING BAD
BEHAVIOUR

18. THE BENEFITS OF
POSITIVE
REINFORCEMENT
1. INCREASE STAFF CONFIDENCE
2. MOTIVATING HARD WORKERS
3. IMPROVED WORKPLACE MORALE

19. TECHNIQUE OF POSITIVE
REINFORCEMENT
1. LUNCH WITH THE BOSS
2. CERTIFICATE OF ACHIEVEMENT
3. WALL OF FAME
4. HAND WRITTEN NOTE
5. PAID LEAVE - HOLIDAY

20. DANGER OF POSITIVE
REINFORCEMENT AND OVERCOMING
THEM
1. DO NOT OVERLOAD - BECOMES
MEANINGLESS
2. BE FAIR - ONLY FOR THE DESERVING
3. BE SINCERITY - OTHERWISE NOT
VALUED BY STAFFS

21. CHANGE
MANAGEMENTSESSION 5

22. WHY CHANGE IS
IMPORTANT?
1. LEARN NEW SKILLS
2. EXPLORE NEW OPPORTUNITIES
3. EXERCISE CREATIVITY
4. GROWTH FOR STAFF
5. GROWTH FOR COMPANY

23. THE CHANGE DRIVE &
THEIR IMPACT
1. CREATES FACTIONS WITH THE
COMPANY
2. LOSS OF CONFIDENCE IN
MANAGEMENT
3. FEAR OF LOSS OF JOB
4. RESISTANCE AND LATER
ACCEPTANCE

24. THE NEED TO BECOME A
CHANGE MANAGER
1. MEET OBJECTIVES ON TIME AND ON
BUDGET
2. INCREASE STAFF PARTICIPATION IN
CHANGE PROCESS
3. LEARN CHANGE PROCESS & TRAIN
STAFFS - PROCESS,
SYSTEM/TECHNOLOGY, JOB ROLES
& ORGANIZATION STRUCTURE

25. UNDERSTANDING &
IMPLEMENTING CHANGE
1. LEARN TO LIVE WITH AMBIGUITY
2. CHANGE WHAT YOU CAN -
INFLUENCE WHAT YOU CAN’T
3. HELP OTHER STAFFS COPE WITH
CHANGE

26. THANK YOUAPPLIED KNOWLEDGE IS POWER