MULTITASKING, TIME AND OFFICE MANAGEMENT SKILLS (2 DAYS)
By Mr. Rais Rajan - 11 & 12 February 2019, 9:00 am to 5:00 pm
Kuala Lumpur
(100% Claimable From HRDF/PSMB)
Introduction:

Most clerical staff, receptionist and junior secretaries have conflicting demands placed upon them. Before you can prioritize the conflicting demands on your time, you must understand your own, your manager's and your company's values and objectives.
With this understanding as a foundation, we will show you how to manage both priorities and time so you can manage everyday work and life demands, accomplish more in less time, communicate more effectively with others and with your team, respond to multiple demands and projects, and delegate more complex decisions and tasks to your staff with increasing confidence.

This 2-day course has been specially designed to equip your support staff with the necessary skills to tackle their daily task with interest, vigour and enthusiasm. In additional this training will help them to plan and execute their work in a more organized way.

Course Objectives:

At the end of the session, the participants will be able:

  • To improve the professionalism of the staff and enhance their image in the organization.
  • To build a working relationship with others.
  • To learn how communicate better with peers, subordinates, and superiors.
  • Learn how to handle visitors professionally.
  • To manage unproductive time and work.
  • To enhance telephone communication skills.
  • Define and assess your time challenges
  • Become a high performer both inside and outside the workplace
  • Proactively manage multiple demands, tasks, and projects
  • Identify goals and objectives, and prioritise your activities
  • Use tools and techniques to optimise your work
  • Handle unexpected demands with competence and confidence
  • Develop a personal action plan.
Duration

14 Hours, 2 Days.

Course Outlines :-
  1. CUSTOMER SERVICE EXCELLENCE
    • Why should we be concerned
    • Customers expectation – defining performance criteria
    • Determine perception criteria
    • Moments of truth
  2. BUSINESS TELEPHONE ETIQUETTE
    • 5 dimensions of customer service on the phone
    • 4 aspects of communications
    • Handling in-coming calls
    • Handling upset callers
  3. COMMUNICATE TO DEVELOP RELATIONSHIPS
    • 3 parts of communication
    • The do’s and don’ts of speaking
    • Improving listening skills
    • Diffusing aggressive behaviour
  4. PERSONAL GROOMING AND DRESS CODE
    • Building self-confidence and personality
    • Personal appearance
    • Dirt’s and diamonds in you
    • You represent your organisation
  5. BASIC CONCEPTS AROUND TIME: DEFINING YOUR TIME CHALLENGES
    • Challenges presented by your own attitudes/feelings about time
    • Identifying the real time wasters
    • Assessing your current time management system and your own personal challenges
    • Determining your priorities for change
    • Managing your energy
  6. ESTABLISHING GOALS AND ACHIEVING THEM
    • Building business goals based on roles and responsibilities
    • Identifying personal goals and priorities
    • Setting your business goals to support the mission, objectives and values of your organization
    • Learning to prioritize and re-prioritize to align with your goals and your company's objectives
    • Developing tools and techniques for managing interruptions - phone calls, unscheduled meetings - and conquer the paper mountain, manage crisis and multiple tasking
  7. MANAGING YOUR DAY
    • Planning and scheduling time to maximise productivity
  8. PULLING IT ALL TOGETHER AND DEVELOPING AN ACTION PLAN
    • Highlighting skills and techniques that can be implemented immediately
    • Developing a personal and professional action plan
    • Committing to a new time management approach
    • Personal contract
Your Trainer

Mr. Rais Rajan (Namsuvayam a/l A.Murugian) holds an MBA (Merit) from University of Bath, UK, a Bachelors Degree with Distinction in Business Administration from RMIT University, Australia and a Diploma in Banking & Finance from Institute Bank-Bank Malaysia. Rais Rajan is a management consultant and a certified corporate trainer (HRDF Cert No.TTT/0347). He specializes in the areas of Strategic Direction, Performance Management, Balance Scorecard, Management, Leadership and various soft skills. He has more than 22 years of experience serving for 3 international organizations, in the consulting, telco, and banking industry. He has lectured and offered training in leading institutions and multinational organizations. To date he has personally delivered more than 400 training programmes (ranging from Strategic Direction workshop to Clerical skills) with participants comprising CEO’s, senior managers, executives, right down to clerical and support staffs.

In addition he regularly conducts complementary tea talks for various companies and universities on a range of topics such as emotional intelligence, Mars and Venus at the workplace, retaining committed workforce etc and has written articles for the Malaysian Institute of Management E-newsletter. He also appeared as a guest speaker in TV2 – “Positively A.M.” on 4 weekly segments speaking on a range of topics such as Positive Mindset, Positive attitude, Power of Laughter and Power of Gratitude.

Some of the valued companies he has had the opportunity to work with include IBM Malaysia, Petronas, Shell Malaysia, Selangor Turf Club, Bernama News Agency, Royal Bank of Scotland, Maybank, Bumiputra-Commerce Bank, RHB Bank, Bank Rakyat, MNI Insurance, MCIS Zurich, ETIQA Takaful Bhd, AmAssurance Bhd, Maybank Fortiss, Malaysian Alliance Assurance, Pacific and Orient Insurance Co Bhd, MBf Cards, Pan Global Insurance, Telekom Malaysia, DRB-Hicom, Perodua Manufacturing Sdn Bhd, Proton Tanjung Malim, Tenaga Nasional Bhd, Malakoff Corporation Berhad, MMC Utilities Limited, Teknik Janakuasa Sdn Bhd, UMW Corporation S/B, Leader Cable Berhad, Elken Sdn Bhd, CNI Enterprise (M) Sdn Bhd, CSC Computer Sciences S/B, NEC Infrontia Asia Pacific (M) S/B, Open University Malaysia (OUM), Universiti Kebangsaan Malaysia Holdings, MultiMedia University (MMU), Monash University Sunway campus, Universiti Putra Malaysia, NTV 7, Nestle (M) Bhd, Malaysian Thai Joint Authority, Abass Konsortium, Avcen Limited Malaysia, Sime Continental Tyres, Leong Hup Holdings, Cao Industries, Insulflex Sdn Bhd, Titan Group, Putra Perdana Construction, Landmark Properties, Maju Holdings Bhd, Indkom Engineering, Revertex Finewaters, Kings Hotel Malacca, Westports Malaysia Sdn bhd, Thomson Prometric, Amcor Rentsch Asia, Hanshin Freight International, DNMC International, Jaks Resources Bhd, Masterskill College for Nursing and Health, Societe Internationale De Telecommunications Aeronautiques, IDS Electronics, Infineon Technologies (Siemens), Pioneer Technology, National Panasonic, Australian High Commission, FreeScale Technologies (Motorola), Cubic (Creative) Technologies, Rann Consulting Sdn Bhd, Sena Diecasting Sdn Bhd, MBf Printing Industries S/B, Ngai Cheong Metal, Asahi Kosei (M) Sdn Nhd, Sena Diecasting Sdn Bhd, Trengganu Development Management Berhad, Tanah Sutera Development (JB), NIOSH, Auto Parts Manufacturers (APM), Diperdana Kontena Sdn Bhd, Konsortium Logistik Berhad, CDG Plastics Sdn Bhd, Jebson & Jesson Business Services (M) Sdn Bhd, Optimal Chemicals (M) Sdn Bhd, Singer Malaysia S/B, Honda (Malaysia) Sdn Bhd, Setia Corporation Sdn Bhd, D-Z Cards S/B, Lembaga Minyak Sawit Malaysia, Jabatan Mineral & Geosains Malaysia, Lembaga Getah Malaysia and Jabatan Perhutanan Semenanjung Malaysia, National Tobacco Board, FELDA Palm Oil Industries, Tentera Udara di-Raja Malaysia, Jabatan Perancangan Bandar dan Desa, Jabatan Penilaian dan Perkhidmatan Harta, Jabatan Tanah & Galian and Lembaga Cocoa, Ministry of Finance – Bangladesh, Bangladesh Public Administration Training centre, Ministry of Planning – Bangladesh, MIMOS Bhd, Japan Tobacco Industry (JTI), Shinobe (M) S/B, Tentera Udara Di-Raja Malaysia, Majlis Perbandaran Sepang, Oceanborne Agencies S/B, Overseas Assurance Corp Bhd (OAC), BC Builders Concept Furnishing S/B, Basewood Interior S/B, Shin-Etsu Malaysia S/B, UMW Toyota Boshuko, Petronas Fertilizers Sdn Bhd, Lee Kum Kee, Iskandar Investment Berhad, BP Chemicals (M) Sdn Bhd, Shell People Services Asia S/B, Globetronics S/B, Gagasan Carriers Sdn Bhd, Guocera Tiles Industries Bhd, Carrefour Subang Jaya, PRU-BSN Takaful Bhd, HP Finance COE, MEASAT Broadcasting Network (ASTRO), Inst of Diplomacy & Foreign Relations, Ministry of Foreign Affairs, Carlson Marketing, Panalpina Transport (M) S/B, Pacific Mas Berhad, Blue Scope Lysaught, SP Setia Bhd, Tanjung PLC, Inspen Bangi, Agrobank, Adasia Advertising, F & N Manufacturing S/B, Hitachi Air Conditioning Products (M) S/B, Universiti Islam Antarabangsa, Kolej Poly-Tech MARA, Top Glove Medical S/B, Pusat Perubatan Universiti Malaya, Teras Dara Konsortium S/B, Saint-Gobain Construction Products S/B, Microlink Solutions Berhad, Vesco-MTO (M) S/B, ELS Language Centres, Synovate Sdn Bhd, Jasa Merin Malaysia S/B, Spansion (Penang) S/B, MSL Properties (M) S/B, Canpac Sdn Bhd, SME Aviation Services Sdn Bhd, Alps Electric (M) Sdn Bhd, TM InfoMedia Sdn Bhd (Yellow pages), Denso (M) Sdn Bhd. Poney Resources Sdn Bhd, Hitachi (M) Sdn Bhd, Wan Hai Lines (M) Sdn Bhd, AF Travel Sdn Bhd, Pure Circle (M) S/B, Premium Vegetable Oils Sdn Bhd, Aviation Design Centre Sdn Bhd, PHN Industry Sdn Bhd, Tamco Switchgear Malaysia Sdn Bhd, Universiti Kuala Lumpur Malaysia French Institute, Malayan Banking Auto Finance Bhd, Universiti Kuala Lumpur, Melaka, Kolej Polyteknik Mara, Batu Pahat, Kolej Polyteknik Mara, Kota Bharu, Cabot (M) Sdn Bhd, Polis DiRaja Malaysia – AntiNarcotics, Toyota (M) Sdn Bhd, Universiti Telekom Sdn Bhd, Ban Seng Lee Industries, Rawang, CCM Fertilizers, Prasarana – Rapid KL, International Cybercrime and Forensics Examiners, Datumstruct Malaysia, Kementerian Dalam Negeri (KDN), Advance Synergy Berhad, G4S – Safeguards, Concept Group, Suruhanjaya Syarikat Malaysia, Institute of Diplomacy and Foreign Relations (IDFR), Majlis Perbandaran Sepang (MPS), Tele-paper (M) Sdn Bhd, Sonofax Sdn Bhd, Petzl Manufacturing (M) Sdn Bhd, DIC (Malaysia) Sdn Bhd, UCSI University, Hong Leong Yamaha Motor S/B, Amway (M) Sdn Bhd, Oleon (Asia Pacific) Sdn Bhd, State Economic Development Corp, Sarawak, Bintang Packaging Industries (M) S/B, Inspens 2, Bangi, Ranhill Worsley Parsons, University of Nottingham, Samsung Electronics (M) Sdn Bhd, Hicom Diecastings Sdn Bhd, General Labels & Labelling (M) Sdn Bhd, Norsechem Resins Sdn Bhd

He sat in the Board of Examiners, Malaysian Institute of Management (MIM). He was a project supervisor for MIM and also lectured on its Diploma programmes and degree programmes (RMIT University). He also lectures for IPD-Open University and University Malaya Continuous Education Programme (UMCEED) Executive Diploma programmes and UCSI University for their MBA programmes. He is an Associate with the Malaysian Institute of Management, Member of Graduates Malaysian Institute of Management Alumi (GMA), Association of the Institute of Banks Malaysia and a member of Toastmasters International, KL Club. He also delivers certificate programmes on behalf of the Institute of Leadership Management (UK) for ILM clients in Malaysia.
Rais Rajan’s whose personal mission is to improve workplace dynamics, is well known for his practical, dynamic and lively sessions. He achieves his objectives and mission through challenging interactive sessions with participants, role plays, simulations, video presentations and case studies, thus consistently receiving excellent feedback from participants.

Course Fee
(Course fee is inclusive of 2 tea breaks, lunch, course material,Certificate of Attendance)
Early Bird for training in KL : ( Book Before 28 January 2019 )
1 person or more ~ RM 1280 / person
Standard
1 person ~ RM 1380 / person
2 persons or more ~ RM 1280 / person
(Course fee is inclusive of 2 tea breaks, lunch, course material, Certificate of Attendance)
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Any cancellation must be received in writing within 7 working days prior to the event else full payment will be imposed. Any no-show by registered delegates will be liable for full payment of the program fees.
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Scientia Training Sdn Bhd reserves the right to amend or cancel the event due to circumstances beyond its control. We reserved the right to modify the advertised topics or course timing whenever necessary.
Registration:
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