Learn From The Best

Ms. K. Yasotha, an experienced corporate trainer in the areas of business communication, personal development, leadership, customer service, public speaking as well as writing skills, has more than 16 years of experience in the education and training industry. She has trained participants from various leading institutes and multinational organizations in Malaysia, Singapore, Indonesia and Vietnam. Her participants comprise officers, support staff, secretaries, executives and managers from numerous corporate sectors.


Having been the Customer Relations Manager for an international organization, she imparts the essential skills and knowledge that are pertinent to ensure the highest quality of service to internal and external customers while maintaining professional business etiquette. In addition, she has also published coursebooks entitled “Easy English / Working English” for the National Productivity Board (NPB) of Singapore.


Ms K.Yasotha, who is on a personal mission to educate and empower individuals with the necessary knowledge in order to achieve personal and organizational goals, is well-known for her practical, dynamic and lively sessions. She achieves her objectives and mission through challenging interactive sessions, thus consistently receiving excellent feedback from her participants.


Among the organizations that she has conducted in-house training for are Sony Video, ACCA, Mayban Assurance, AE Technology, Bank Pertanian, KLMF, SP Setia, BDO Binder, GEP Associates, Great Eastern, MCIS, Bax Global, Morrison, Zaid Ibrahim & Co., Kobe Precision Technology, Malaysian National Reinsurance Bhd, BASF Petronas Chemicals, Morrison, Penang Port Authority, Multimedia University, Tenaga Nasional Bhd, Yamaha , Soritsu Sdn Bhd, Mattel , Komag, Kobe, B Braun, Transocean, Antah Schindler, Skynet, Syarikat Maluri, Automotive Centre of Excellence, Atos Origin, Westport, Proton, CIMA, Schlumberger, Astro, Visiber, Efogen, RHB, UOA, OUB, Interflour, Nilai University,Hong Leong, Securities Commission


Ms Yasotha, who is a PSMB certified trainer and a certified NLP practitioner, holds a Cert in TESL, B.A. (Hons) in English and M.Sc. in Corporate Communication.

Building the Professional Administrator / Clerical Personnel

17 - 18 December 2020

Introduction

Program Outlines

MODULE 1 – THE BASICS FOR PROFESSIONAL ADMINISTRATORS

  • The functions of an office in the current era

  • Roles and responsibilities of an administrator / clerk

  • Why attitude plays a major role in successful administration

  • The role of emotional intelligence (EQ) for workplace effectiveness

  • Traits and attitudes of a professional administrator /clerk


MODULE 2 – PEAK PERFORMANCE AT THE WORKPLACE

  • Key factors that affect work performance and strategies to overcome them

  • Learning to motivate yourself and the people around you

  • Understanding WIIFM and the benefits to the job

  • Avoiding time-wasting activities for better results

  • Keeping stress under control for peak performance

  • Improving office productivity and practicing cost cutting strategies


MODULE 3 – GETTING ALONG WITH VARIOUS PERSONALITIES AT WORK

  • Dealing effectively with various types of personalities

  • Embracing and accepting differences in personalities

  • Handling demanding superiors and difficult subordinates

  • Managing senior subordinates with tact and skill

  • Being patient when handling individual differences in personalities


MODULE 4 – ENHANCING THE ADMINISTRATOR’S COMMUNICATION SKILLS

  • Identifying common communications barriers

  • Building confidence to communicate with various levels

  • Avoiding the passive and non-assertive styles of communication

  • Replacing negative language with positive and language

  • Giving feedback in a constructive and motivating manner


MODULE 5 – DEVELOPING PROFESSIONAL TELEPHONE SKILLS AND ETIQUETTE

  • The importance of good telephone techniques

  • Incorporating a pleasant and alert phone voice

  • The importance of tone when communicating over the telephone

  • Answering incoming calls and planning outgoing calls professionally

  • Statements to avoid when speaking to customers


MODULE 6 – HANDLING OFFICE CHALLENGES EFFECTIVELY

  • Analyzing the various types of issues at the workplace

  • Correcting problem behavior and improving performance

  • Resolving staff conflict using conflict management strategies

  • Practicing the collaborative conflict management style for a win-win outcome

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Who Should Attend

Methology

After Attending, You Will Return To Your Job

  • Understand the roles and responsibilities of administrators

  • Build positive attitudes towards enhancing office productivity

  • Appreciate and get along with various personalities at the workplace

  • Develop better communication skills to interact with people of all levels.

  • Work more efficiently and successfully with bosses and colleagues.

  • Handle conflicts effectively for better workplace success

Course Fees

Normal Fee ~ RM 1378 / person

Group Discount (for 3 or more participants) ~ RM 1240.20/ person

(Incl. 6% Service Tax)

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