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

1. MODERN OFFFICE
PROFESSIONAL DEVELOPMENT
2012
DURBAN
CHARLES COTTER
5-6 SEPTEMBER 2012

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. 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. ∗ 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.  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. ∗According to Anderson
Consulting Worldwide, around
90% of the professionals tested
got all questions wrong.
CONSOLATION PRIZE

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. ∗ 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. ∗ Daily time wasters :
Self generated (personal)
Environmental
Examples
• Time management tools and techniques
TIME MANAGEMENT

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. ∗ Causes of stress:
∗ Personal
∗ Work-related
∗ Examples
∗ Stress coping and management strategies
STRESS MANAGEMENT

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. ∗ Definition
∗ Competencies:
 Self awareness
 Self regulation/control
 Self motivation
 Empathy
 Effective relations
 Complete the EQ Questionnaire
 Strategies to improve EQ
EMOTIONAL INTELLIGENCE

14. ∗ Conflict management styles:
Shark
Turtle
Fox
Teddy bear
Owl
∗ Complete the Conflict Resolution style questionnaire
CONFLICT MANAGEMENT

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. ∗ Summary of key points
∗ Questions
CONCLUSION – Day 1

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. ∗ 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. ∗ Best practice report writing guidelines
∗ Report format and design
∗ Report structure
∗ Report writing process
BUSINESS/REPORT WRITING SKILLS

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. ∗ Definition
∗ Characteristics of excellent customer service
∗ Customer value proposition
∗ Customer value space
CUSTOMER SERVICE EXCELLENCE

22. ∗ 084 562 9446
∗ charlescot@polka.co.za
∗ Linked In http://za.linkedin.com/pub/charles-
cotter/38/175/875
CONTACT DETAILS