CLERICAL & ADMINISTRATIVE SKILLS (2 DAYS)
By Puan Hjh Rita Juniati Rutaff -18 & 19 November 2019, 9:00 am to 5:00 pm
Kuala Lumpur
(100% Claimable From HRDF/PSMB)
Introduction:

" If you’re not living with Passion, You are not living. You are merely existing. Choose to LIVE!!"

Passion is the energy or force that comes from within that drives, motivates and fires ONESELF unrelentingly to express or desire to make things happen, making choices and consistent commitment to a highest state of quality. It is this passion that shines out one’s attitude and personality that leads to his/her career success or even to make their dreams into reality despite of their role and position in the organization. Hence, one would feel the significant impact on his/her passion and performance level when they understand the word “service” and “work”.

Working in a Customer Service environment demands high level of passion, patience and determination in managing different types of customers towards providing excellent customer service. Excellent customer service is the ability of an organization to constantly and consistently exceed the customers’ expectations which consequently drives the customers’ satisfaction. Knowing how to give exceptional service is one of the keys to growing and sustaining a business that leaves a strong “brand connection” and competitive advantage with the customers.

This Clerical Development Program themed “Passion For Excellence” is a 2 days program that provides and help any clerical staff transformed with right mind set of success and excellence with effective personal effectiveness skills and motivation.

Course Objectives:

At the end of the two days’ training, participants will be able to :

  • Understand the importance of having the right mindset of Success and Excellence
  • Apply the systematic D.R.I.V.E actions to enable smooth transformation process
  • Apply the G.R.I.P.S. strategy in helping them with the transformation process
Who Should Attend:
  • This 2 Modules program are specially designed for Non-Executives including Clerks, Secretarial or Administrative staffs
Methodology:

Puan Hjh Rita Juniati Rutaff is known for her highly participative, fun and practical approach in delivering any program as to accelerate the adult learning process which comprise of the following methodologies below:

  • Two-Way Interactions with various Group discussions
  • Management Simulation Games and Exercises
  • Video
  • Role Plays
  • Minimal lectures as to reinforce the learning points
Duration

14 Hours, 2 Days.

Course Outlines :-
  1. INTRODUCTION
    • Training Objectives
    • "Ice Breaking" Activities
    • Yourself, Your Role and Your Job Expectations
    • Definitions for Clarity
    • Passion For Excellence
    • Service vs Work
    • Internal Customer vs External Customer
    • Efficiency vs Effectiveness
    • Activity vs Productivity
  2. Discover Yourself – “Moments of Truth”
    • Self-Reflections
      • Who Am I?
      • Your Journey of Life
      • Strengths and Weaknesses (Qualities)
      • You and Your Company
  3. Realign Yourself – “Adjustments”
    • Self Mastery
      • 6 (Six) Characteristics of Excellence
        • Attitude
        • Painful
        • Measure of Success
        • Motivation
        • Process
        • Standard
      • Build Integrity & Trust
        • Competence
        • Consistency
        • Loyalty
        • Openness
  4. Improve & Vibrate Yourself – “Effectiveness”
    • G - Goal Clarity - Power of Choice
      • Goals, Purpose and its Importance
      • S.M.A.R.T Goal
      • Goal Settings Elements - Goal, Attitude & Strategy
      • Goals, Purpose and its Importance
      • S.M.A.R.T Goal
      • Goal Settings Elements - Goal, Attitude & Strategy
    • R - Result Driven - Power of Focus
      • Desire & Self Belief
      • Discipline & Focus
      • Focus
    • I - Internal Strengths - Power of Attitude
      • Commitment (“Komitmen”)
      • Perseverance (“Tabah”)
      • Challenge (“Cabaran”)
      • Positive Attitude (“Sikap Positif”)
        • Positive (“Positif”)
        • Sincerity (“Ikhlas”)
        • Patience (“Sabar”)
        • Gratitude (“Syukur”)
        • Accept God’s gifts (“Redho”)
        • Pride of Performance (“Bangga dengan Prestasi”)
    • P - Positive Thinking - Power of Mind
      • Subconscious Mind vs Conscious Mind
      • Conquering FEAR
    • S - Stretch & Learn - Power of Change
      • Change is CONSTANT
      • 3 Ways to Learn Wisdom
        • Reflection
        • Imitation
        • Experience
      • The Winning Formula
  5. Excel Yourself - “Transform”
    • Strategy & Actions
    • Drafting and Action Plan
Your Trainer

Hjh. Rita Juniati Rutaff is a qualified and experienced Human Resource Practitioner, Consultant, Trainer, Speaker and internationally accredited Trainer focusing on specialized areas such as Communications and Personality, Organizational Development, Talent Management, Change Management, Capability and Competency-based training. She conducts Human Resource Business Plan, coaches, advises leaders on key strategy issues that improve individuals, departments and organizational current and future performance requirements for various organizations she worked with.

She is internationally recognised and accredited licensed trainer by Myer Briggs Type Indicator (MBTI) Training Programs, Dimensions Development International Programs (DDI), Neuro Linguistic Programming (NLP) and Stephen Covey’s Seven Habits of Highly Effective People for in-house programs.

Her diverse background and qualifications, added with strong anchor in Human Resources & Training experience had accelerated her role as “In-house Consultant” and training effectiveness which adds value to building human capital to organisations she dealt with. Moreover, her sound analytical skills and being strong advocate to Information Technology are her strengths that had led organizations to greater heights with remarkable achievements.

Her performance track records with strong commitment and great passion in people development has helped her to head Human Resources and Training Development departments successfully in various organisations from diversified industries background, namely Malaysia Airlines, Carsem Semiconductor ( a member of Hong Leong group of companies), Medas Corporation Berhad, and MTD CAPITAL Group of Companies, a leading infrastructure conglomerate currently. Occasionally, she will be invited as speaker, coach and facilitate training and strategic business planning seminars for other organizations like PETRONAS, ASTRO, BASF and Ministry of Higher Education etc.

Academically, Rita is a bright scholar graduated with diverse professional qualifications. She graduated from Western Michigan University, USA with a Masters degree (Hons) in Operations Research, Industrial Engineering and a Bachelor of Business Administration (Hons) majoring in Finance and Economics. Prior to that, she was selected as the Best Student in Diploma in Statistics from MARA Institute of Technology, Shah Alam in 1980.

In conclusion, Rita who has a diverse professional qualifications with diversified industries’ career experiences as a Human Resource practitioner, professional trainer and leader for more than 25 years experience, have made her versatile, experienced and dynamic trainer in her own unique way, would add value to organizations’ growth and sustainability in improving the nextGEN workforce.

Course Fee
(Course fee is inclusive of 2 tea breaks, lunch, course material,Certificate of Attendance)
1 person ~ RM 1378 / pax
2 persons or more ~ RM 1272 / pax
(Course fee is inclusive of 2 tea breaks, lunch, course material, Certificate of Attendance and 6 % Service Tax )
Terms & Conditions:
1. Registration & Fees Policy
Registration is confirmed once registration form is received via fax/email/mail. All Payments/Undertaking Letters/Local Order (LO)/Letter of Approval must be made available and presented prior to the course.
2. Cancellation Policy
Any cancellation must be received in writing within 5 working days prior to the event else 30% payment will be imposed. Any no-show by registered delegates will be liable for full payment of the program fees.
3. Disclaimer & Program Changes Policy
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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