Essential Ten Tools for New Managers
Tanggal
11-13 January 2011
Waktu Pelaksanaan
08.30-16.30 WIB
Tempat
Hotel Ciputra Jakarta
Pembicara
Team Instruktur
Investasi
Rp. 2,250,000.- / person (early bird until 30 December 2010)
Rp. 2,750,000 / person (normal Rate)
Fee includes handout, certificate, lunch, stationary, and snacks
Tujuan Workshop:
An efficient and effective manager builds good image of an organization and proves to be an asset to his/her supervisor. Information technology has brought about a paradigm shift in office to management working and the skills required by new appointed managers. Decision makers are overloaded by information and data so they need skillfully trained to stream line the flow of information. The more skills they have, the more time their organizational heads will save and the organization as a whole will become more effective and professional.
During the workshop, the participants will review and discuss which kind of duties and skills they are responsible for and which standards should be achieved in performing a variety of the tasks.
Program Objectives:
After completing this practical program, participants will be able to:
- Understand how her role as office staff contributes to organizational success
- Build an effective work team
- Identify useful strategies for managing your time effectively
- Plan and coordinate workflow and productivity
- Interact with people in ways which reinforce positive working relationships
- Upgrade positive service attitudes
- Show concern for excellence
- Build trust, concern, and honesty
- Improve their listening skills
- Manage personal emotions and stress
- Manage conflict, difficult situations and people with ease
- Deliver presentations to small groups for maximum effect
Target Participants:
This Program is suitable for all new appointed managers or professionals in each industry who lead clerical to managerial support, manage an office environment, or work as a management team within the organization.
Topics Covered:
DAY 1 (learning partner: Carlina Patuwo)
Module 1: Communicating for Results
- Why are effective communication skills important?
- Learning how to ask the right questions
- Critical feedback skills
- Dealing with difficult people and situations
- Barriers to effective communication
- Skills for effective communication, persuasion and influence
Module 2: Improving Listening Skills
- Listening – the key to communication success
- What it takes to be a good listener
- The art of listening
- Importance of feedback
- How to take feedback
Module 3: Self-Presentation Skills
- How you look: Eye contact, Feed and hips, Arm movement
- How you organize your message: Articulation, Eliminating nonwords, Downward inflection
- How you sound: Vocal quality, Vocal projection, Breathing
- How to practice your presentation: Overcoming nervousness, Technical presentations, Handling questions and answers, Visualize your success
DAY 2 (learning partner: Anton Karya)
Module 4: Effective Customer Service Skills
- Effective customer service concept
- Type of customers
- Identifying customer needs, wants & expectations
- How to develop a positive service attitude
- Moment of truth
Module 5: Handling Customer Complaints
- What is complain
- Why customers complain
- How to deal with difficult customers/the complainants
- Managing the issue and not the person
- Handle different customer service situations
Module 6: Negotiation Skills
- Definition
- Type of negotiation
- Understanding how to negotiate
- The 7 element model of negotiation
- Negotiation errors and the solutions to them
Module 7: Managing Conflict
- What is conflict?
- Finding an appropriate conflict management style
- Mapping and defining conflict
- Appropriate assertiveness and empathy
- Pathways to influence
- Appropriate negotiation techniques
DAY 3 (learning partner: Putera Lengkong)
Module 8: The Thinking and Planning Process
- Moving from doing to planning
- Setting goals and getting organized
- What’s important and what’s not
- Getting a jump on your next crisis
Module 9: Learning to Lead
- What leadership qualities do you need?
- Becoming a role model
- Building and maintaining a team
- Appreciating diversity
Module 10: Developing a Productive Team
- How you and your Manager can work together to build a team
- Creating a motivating environment
- Defining expectations
- Achieving measurable results
- Effective delegation
- Employee discipline
Methodology
- Active Participation by all group members
- Small group discussions
- Role play / Case study work
- Problem-solving real work issues
- Individual Action plan
- Comprehensive Reference materials to take away with you