VENTRAX VIEWS

Transcription

VENTRAX VIEWS

VENTRAX VIEWS
E-MAGAZINE
Issue 275 Vol. G6 April 2014
PP12812/10/2012(031058)
FIND OUT WHERE
YOUR TIME GOES PG.2
THINK YOU CAN GO
WITHOUT SLEEP?
THINK AGAIN PG.4
THE VALUE OF TIME
PG.5
STRESS
MANAGEMENT PG.7
A GOOD MANAGER
SHOULD BE, FIRST
AND FOREMOST, A
GOOD HUMAN BEING
PG.10
3 WAYS TO FEEL LIKE
YOU’RE ON
VACATION—
EVERY DAY PG.14
PG.8
THIS MONTH’S TOPIC FOR
“SELF DEVELOPMENT SEMINAR”
“Learn The Skills On How
To Balance Our Life – PG.8
Home, Health & Work”
FIND OUT
WHERE
YOUR TIME
GOES
AM
Dr VengaKalachulu
You must find out where your time goes. You can
do this by making an Activities Time analysis. This
means that you should make a list of all your tasks,
whether recurring or unique, and decide how much
time you should devote to each.
Also, decide when you should perform each task.
Next, you should log your time everyday for a period
of 2 weeks. Identify what you are doing at every
20 minutes time period. Keep a daily log of all your
activities for these 2 weeks.
Analyze these tasks and compile them to find out
how much time you are spending on each activity.
Some of the activities can be productive, however
many, it will be time wasters. Learn why your time
goes where it does.
Answer the following questions to find out how you
are currently managing your time.
1. In a typical day, how much of the time are
you really using well?
2. What kind of interruptions do you have?
How often do you receive these
interruptions?
3. Did you attend any meetings today? If so,
how many? Were they productive? Did you
have to attend all the meetings?
2
Ventrax Views April 2014 | www.ventrax.com.my
4. When you arrived in the office in the
morning, did you waste any time? If yes, how
and how long?
5. Did you do any tasks which you need not
have done? Or could you have delegated
these tasks? Were there repetitive tasks?
6. Do you spend too much time at lunch or
do you spend it productively? Can you
shorten your lunch period?
7. Are you doing things that are part of
someone else’s job?
8. When do you do most of your work – which
part of the day? When do you find that you
are most unproductive?
9. Are you using your traveling time effectively?
10.Do you manage to spend time for yourself? Is
it sufficient?
Treat time as a personal capital, and invest it in
activities that can pay off handsomely. If you
want to have time, never worry about how you
are going to get time or whether you will keep
it.
Good fortune is a factor in financial success – it
must always be coupled with effort and hard
work. Effort and hard work is effective use of
time.
The 24 hours each day are yours to invest wisely
or spend foolishly.
Develop The Skills Of Being Organized [FOC]
Effective Self Management
Learn The Skills Of Managing People To Improve Profits [FOC]
Self Mastery by Dr Venga
Make Workplace Fun For Employees [FOC]
Learn The Skills On How To Balance Our Life Home, Health & Work [FOC]
Customer Service Excellence
Leadership Development
How To Be Positive Always? [FOC]
Customer Service Excellence
How To Get Rid Of "I Will Do It Later"? [FOC]
Leadership Development
How Do We Change Our Habits? [FOC]
t For booking and more information kindly
call 03-8062 1133 or visit our website at www.ventrax.com.my
t Approved training provider with PSMB
t The above programs can also be conducted in house
Jan 10
Jan 24
Feb 11
6pm-8pm
9am-5pm
6pm-8pm
Bankers Club KL
Ventrax Training Centre
Bankers Club KL
Feb 17
Feb 25
Mar 20
Mar 21
9am-5pm
9am-5pm
6pm-8pm
9am-5pm
Bankers Club KL
Bankers Club KL
Apr 8
9am-5pm
Bankers Club KL
Apr 11
6pm-8pm
Bankers Club KL
Apr 29
May 15 & 16
May 27
June 16 & 17
9am-5pm
9am-5pm
9am-5pm
9am-5pm
June 20
July 10
July 11
9am-5pm
6pm-8pm
9am-5pm
Bankers Club KL
Aug 13 & 14
Aug 26
Sep 22
Oct 10
9am-5pm
9am-5pm
9am-5pm
6pm-8pm
Bankers Club KL
Oct 13
9am-5pm
Nov 13 & 14 9am-5pm
Nov
9am-5pm
Bankers Club KL
Nov 26
Dec 9
Dec 15
Bankers Club KL
9am-5pm
6pm-8pm
9am-5pm
Ventrax
V
entra Views April 2014 | www.ventrax.com.my
3
THINK YOU
CAN GO
WITHOUT
SLEEP?
THINK
AGAIN
We all know we should get
more sleep. But if you think
that the only downside to too
little sleep is being a little tired
at work the next day (which,
obviously, can be remedied
with coffee), then you might
want to learn a bit more about
how your body responds to a
lack of zzz’s.
In fact, there are a whole slew
of other health issues that
accompany a lack of sleep,
from unhealthy cravings to
an increased risk of stroke to
higher anxiety.
Read the infographic beside to
get a sense of how little to no
sleep impacts your body and
then, if you’re part of the tired
masses, check out some of our
simple solutions and expert
tricks for getting a little extra
shut-eye.
4
THE VALUE OF TIME
Dr VengaKalachulu
We are careless of recognizing that
time is the only resource that is given
free and we need to use it carefully.
Always remember that how you
manage your time, will spell the
difference between success and
failure, profit and loss, satisfaction
and dissatisfaction.
Another fault of human beings is
that discipline, that is required very
much for effective time management,
is against human nature. In any
country for example, the citizens
are disciplined as they have laws to
keep them in line. However, in time
management, we do not have laws.
The concept of time management
assumes complete freedom to plan,
choose and act according to our
needs, likes and wants.
Thinking that we have a time
management problem and that
enrolling in time management
program will solve our problem, we
look forward to participating in one.
Most time management seminars
are highly motivating and we walk
away feeling all geared up to charge
into life. However, after a few days,
as discipline disappears, we go back
to our old habits and end up in the
rut again, leaving our expensive
notebooks and diaries in our drawers.
Then we end up saying that we do
not have time to manage time.
Remember readers, there are no
quick push button answers to
improve in time management. But as
a person who never went to school
says, “I have no option but to use my
mind”, we too will need to digest the
material in this book and implement
it according to our needs, according
to our lifestyle and according to our
ability.
Most people acquire knowledge and
they understand the need for them
to use time better. They have the
intention to be more organized. They
start off enthusiastically.
Get people to give you some “space”
to change your habits.
5
To find out more about your own personal
balance: Take the Work/Life Balance Quiz
Disclaimer
This is not a scientific test. Information provided is not a substitute for professional advice. If
you feel that you may need advice, please consult a qualified health care professional.
1
2
3
4
6
7
8
9
10
11
12
13
14
15
16
I feel like I have little or no control over my work life
I regularly enjoy hobbies or interests outside of work
I often feel guilty because I can’t make time for
everything I want to
I frequently feel anxious or upset because of what
is happening at work
I usually have enough time to spend with my loved ones
When I’m at home, I feel relaxed and comfortable
I have time to do something just for me every week
On most days, I feel overwhelmed and over-committed
I rarely lose my temper at work
I never use all my allotted vacation days
I often feel exhausted – even early in the week
Usually, I work through my lunch break
I rarely miss out on important family events because
of work
I frequently think about work when I’m not working
My family is frequently upset with me about how much
time I spend working
Agree
Disagree
0
1
1
0
0
1
0
1
1
1
0
1
0
0
0
1
0
0
0
1
0
1
1
1
1
0
0
1
0
1
What Your Score Means
0 – 5 : Your life is out of balance – you need to make significant changes to find your
equilibrium. But you can take control!
6 – 10 : You’re keeping things under control – but only barely. Now is the time to take
action before you’re knocked off balance.
11 – 15 : You’re on the right track! You’ve been able to achieve work/life balance – now,
make sure you protect it.
6
STRESS MANAGEMENT
Scheduling is key. Try to thrive on having
a fully fleshed-out, full, comprehensive
schedule. Try out the use a physical calendar
for everything work & non-work related.
Include everything, from social events and
meet ups to workouts and meal planning.
Having the week and month clearly
planned out helps me manage stress more
effectively.
Effective Communication
Another important aspect of your work/life
balance is communication. Ensuring you
communicate well with both those at work
and those in your personal life is crucial. Be
clear about how you need to balance your
responsibilities with people at work. If you
need to head out early, let your coworkers
know as soon as you can. You don’t have
to share everything in your personal life at
work (and probably shouldn’t), but being
considerate and giving basic explanations
and notice goes a long way. There’s nothing
wrong with having rules about work (no
company related work on Saturdays or notto-be-missed family dinner on Wednesday,
for example), but make sure your coworkers
know.
at my athletic activities know sometimes
I have to miss when work is extra busy. As
long as I communicate my plans, no one
gets upset.
It can be hard to make time for or have to
say no to those on both sides, professional
and personal. Honing your communication
skills can help.
Striking the Right Balance
It may take you some time to get the
right balance between your personal and
professional lives, but with a plan you can
find the sweet spot. Manage your stress
through scheduling and organization,
and communicate your plan and how you
balance your responsibilities with your
coworkers and family/friends.
What are your best strategies for balancing
your work and home lives?
The same goes for those in your personal
life. Let them know when you’re working
late and can’t make happy hour or need
someone else to run an errand that week.
Hopefully your friends and family respect
your work time and recognize that those
obligations will take up large chunks of
your day. I have run club on Tuesday and
Wednesday nights and yoga on Friday; my
coworkers know I have to leave at a certain
time to make these activities, and my friends
7
SELF DEVELOPMENT SEMINAR
S
Apr 2014
DATE:
11 APRIL 2014
TIME:
6.00PM - 8.00PM
VENUE:
BANKER’S CLUB
KELULI ROOM (LEVEL 21),
BANKERS CLUB (AMODA),
JALAN IMBI,
KUALA LUMPUR
MALAYSIA
L
Learn
The Skills On How To
BBalance Our Life – Home,
Health & Work
Having a balance between home, health and work can be
a challenge. With this challenge come great rewards when
it is done successfully. By balancing a career with home
life it will provide benefits in each environment. You will
become healthier, mentally and physically, and you will be
able to produce more career wise.
With a Work-Life Balance, you will be managing your time
better. Better time management will benefit all aspects of
life; you will be working less and producing more.
Find out more at our Self Development Seminar in April
2014
PLEASE CALL 03-8062 1133 OR EMAIL
US AT [email protected] TO BOOK YOUR SEAT.
TIME MANAGEMENT WORKSHOP
T
T Time Management Workshop is specially designed to help
The
yyou understand and use the planner. The better you organise
yyour time with your planner, the better you can use your time
ffor attaining your personal and organizational goals. You’re most
welcome to bring along your friends and colleagues.
TIME MANAGEMENT WORKSHOP AT VENTRAX OFFICE.
PLEASE CALL 03-8062 1133 TO BOOK YOUR SEAT.
“PEOPLE WHO VIOLATE YOUR BOUNDARIES ARE THIEVES. THEY STEAL TIME
THAT DOESN’T BELONG TO THEM.”
- ELIZABETH GRACE SAUNDERS
8
Go to http://www.ventrax.com.my/radio-bernama.html
to download replays from the show
6V
entrax Views October 2013 | www.ventrax.com.my
9
A GOOD MANAGER
SHOULD BE, FIRST AND
FOREMOST, A GOOD
HUMAN BEING
But a good manager should be, first and
foremost, a good human being. Just as
managing your career well means allocating
your time wisely among the different projects
and people you oversee, managing your life
wisely means giving due time not just to work
but to family, friends, community, self, and
spirit. You wouldn’t think of spending most
of your work day talking with one client on
the phone. Why, then, is it OK to devote so
much time to your job when you don’t give
non-work-related things the attention they
deserve?
Ethics isn’t just about how you treat others. It’s
also about how you treat yourself-at work and
beyond. You’re not being fair to others and
yourself if you haven’t had a vacation in a long
time, or if you force yourself to work when
you’ve got the flu. You’re also not being fair to
others and yourself if you spend so much time
being a good manager that you’re not able
to be a good parent, spouse, or friend. And
let’s face it: You can’t do your job to the best
of your ability if you’re thoroughly exhausted,
and that’s not fair to your co-workers or your
employer.
But working to the exclusion of all else isn’t
just unfair (and thus unethical). It’s also tragic,
because the time you spend away from the
other meaningful relationships in your life is
time you can never get back.
10
Popular Excuses for Working Too Much
Let’s now look at some of the common excuses
people give for working so much and how to
get beyond them. .
“I want to make sure I keep my job.”
Of course it’s important to remain an
employee in good standing. But you shouldn’t
assume that there is a direct correlation
with the number of hours you work and the
likelihood that you’ll hold onto your job.
Downsizing is largely a function of economics
rather than of job performance; companies
are letting people go to cut their losses and hit
budget targets. (And yes, letting go of good
employees raises other ethical issues, but that
deserves its own column.) Working 12-hour
days 6 or 7 days a week isn’t going to guard
against getting downsized.
In fact, it could even backfire. You might look
like someone who can’t manage his or her
time or isn’t up to the responsibilities of the
job. And if you work without any letup, you
will reach the point of diminishing returns. This
isn’t a time to be less than a stellar employee,
but working overtime won’t get you there.
“I need to work more to make what I did
last year.”
Many of the recently downsized are taking
lower-paying jobs because that’s all that
is available. Some are even taking second
jobs and still not making what they did a
year ago. But how important is it now to live
in the manner to which you have become
accustomed? It’s one thing to have to work
70 hours a week just to put food on the table
and pay the rent or mortgage. It’s another to
work so much to be able to afford lavish trips,
expensive clothes, or a certain lifestyle. Instead
of working longer, couldn’t you shift your
priorities so that you’re able to spend more
time with family and friends, exercise more
often, or even just read some of those books
you’ve been thinking about?
“I have a demanding job.”
Gone are the days when leaving your office
meant leaving work behind. Many of us
choose to use our BlackBerrys, iPhones,
laptops, and social networking sites to remain
constantly available to our bosses, clients, and
colleagues, but this can get out of control. It’s
flattering to believe that you’re indispensable
to your company, and that only you can do
the work you spend so much time doing. This
is rarely true, however painful that may be
to accept. Be honest with yourself: Are you
spending so much time on the job because
you must, or because of habit, ego, or some
other reason? We owe it to ourselves and the
people we care about (and who care about us)
to work smarter, not harder.
“I just love to work.”
It’s a blessing to be able to say this, but all
passions should have limits. A fully human life
is a life in balance, and that means giving due
time to all of the things that enrich us, fulfill
us, and make our lives worth living. When
Freud said that work and love were essential
components of a happy life, he didn’t mean
that these were one and the same thing.
There is a time to work and a time to leave
work behind. The good manager leaves time
to do both.
11
MODULE 1 - THE MYTHS OF LEADING FROM THE
MIDDLE OF AN ORGANISATION
MODULE 5 - INGREDIENTS TO HAVE A RIGHT
MENTAL ATTITUDE
t 5IF1PTJUJPO.ZUIo“I can’t lead if I am not at the top”
t 5IF%FTUJOBUJPO.ZUIo“When I get to the top,
then I’ll learn to lead”
t 5IF*OøVFODF.ZUIo “If I were on top,
then people would follow me”
t 5IF*OFYQFSJFODF.ZUIo“When I get to the top,
I’ll be in control”
t 5IF'SFFEPN.ZUIo “When I get to the top, I’ll no
longer be limited”
t 5IF1PUFOUJBM.ZUIo“I can’t reach my potential if
I’m not the top leader”
t 5IF"MMPS/PUIJOH.ZUIo“If I can’t get to the top,
then I won’t try to lead”
t 5IFSPMFUIFCSBJOQMBZTPOZPVSEBJMZQSPEVDUJWJUZ
t *OHSFEJFOUTUPBSJHIUNFOUBMBUUJUVEF
t )PXBSFBUUJUVEFTEFWFMPQFE 8IBUJTi.FOUBM4FUw
MODULE 2 – INFLUENCE
t *OTJHIUBCPVUJOøVFODF
t 5IF'JWF-FWFMTPG-FBEFSTIJQ
t $PODMVTJPOTPGJOøVFODF
t #FOFöUTPG4FMG$POöEFODF
t 3FBTPOTXIZQFPQMFNBZMBDLDPOöEFODF
t $SFEJCJMJUZ&TTFOUJBMJOHFUUJOHPUIFSTUPIBWF
DPOöEFODFJOZPV
MODULE 3 – PRIORITIES
MODULE 8 – ATTITUDE
t 5IF1BSFUP1SJODJQMF
t $IPPTFPS-PTF
t 1SJPSJUZ1SJODJQMFT
t 3VMFTBOEQSJODJQMFTPGEFMFHBUJPO
t 5IFNPTUJNQPSUBOUBTTFUT
t )PXUPDIBOHFZPVSBUUJUVEF
t 8IZEPXFDPNNVOJDBUF
t 5SBQTUPFòFDUJWFDPNNVOJDBUJPO
t )PXUPDPNNVOJDBUFFòFDUJWFMZBUXPSL
t 'SFRVFOUNJTUBLFTNBEFXIJMTUDPNNVOJDBUJOH
MODULE 7 – DEVELOPING CONFIDENCE IN
YOURSELF AND YOUR ABILITY
PROGRAM OBJECTIVES
MODULE 4 - CREATING POSITIVE CHANGE
t 1SPöMFPGBMFBEFSJOUSPVCMF
t 8IZQFPQMFSFTJTUDIBOHF
t "DIFDLMJTUGPSDIBOHF
t $IBOHFXJMMIBQQFO
Course Fee : RM 1,500.00
$PVSTFGFFJODMVEFTUFBCSFBLT
NPSOJOHBOEBGUFSOPPO
MVODI
DPVSTFNBUFSJBMBOEDFSUJöDBUFPG
BUUFOEBODF
MODULE 6 – COMMUNICATION AND LISTENING
SKILLS
t 5P%JTUJOHVJTI5IF%JòFSFODF#FUXFFO-FBEJOHBOE
.BOBHJOHBOE,OPX8IFO&BDIJT/FDFTTBSZ
t 5P6OEFSTUBOE8IBU*U5BLFT5P#F"5PQ1FSGPSNJOH
-FBEFSBOE)PX5P#FDPNF0OF
t 5P"MJHO1SJPSJUJFT8JUI0SHBOJTBUJPOT.JTTJPO
t )PXUP%FBMXJUI'BDUPST5IBU)BWFBO*NQBDUPO
5FBN$MJNBUF*OEJWJEVBM.PUJWBUJPOBOE
0SHBOJTBUJPOBM1FSGPSNBODF
Venue, Date and Time
+VOF.POEBZ5VFTEBZ
BNQN
7FOUSBY5SBJOJOH$FOUSF1VDIPOH
4FMBOHPS
Group Discount
(SPVQPGPSNPSFQBSUJDJQBOUTGSPN
UIFTBNFDPNQBOZXJMMFOKPZB
EJTDPVOUPOUIFBQQMJDBCMFGFF
HRDF SBL CLAIMABLE
Ventrax Management Sdn Bhd
+BMBO511
5BNBO1FSJOEVTUSJBO1VDIPOH4FLTZFO
12
1VDIPOH4FMBOHPS%BSVM&ITBO
5FM'BY
VENTRAX
Time Management
with Dr. Venga
I want to demonstrate that we can get more out of
our time. The secret of doing this, I believe, lies not in
our brain power. We have enough, we simply need to
look at what we are currently doing and think about
what we see. The key ingredient is to have the courage,
determination and discipline to change. Change the
way you think; change the way you see; change the
way you take action! If you can better organize what
you have to do, I believe that you will all enjoy a better
quality of life sooner than you know it.
13
3 WAYS TO FEEL LIKE YOU’RE
ON VACATION—EVERY DAY
Wallow not! There are plenty of (researchbacked) ways to bring home the sunshine—
without the sand. (And unlike that dream
vacation, they won’t cost a penny.)
Here’s how.
1. Go Green
When you think about your last
vacation, you might picture a seaside, a
mountaintop,—not the inside of a hotel
room.
14
There’s a reason why we want to be outside
on vacation—being surrounded by nature
has physical and mental benefits. In one
study, for example, researchers found that
people who moved to cities with more
green spaces enjoyed an immediate boost
in mental health that lasted three years.
People who moved to urban areas with
fewer parks and gardens, on the other hand,
suffered a decline in mental health. That was
the case regardless of income, employment,
education, and personality.
The great outdoors might even have healing
power. One study found hospital patients
in a room with a view of a natural setting
recovered faster from surgery and took
fewer painkillers than those whose windows
faced a brick wall.
The great outdoors might even have healing
power. One study found hospital patients
in a room with a view of a natural setting
recovered faster from surgery and took
fewer painkillers than those whose windows
faced a brick wall.
But you don’t have to move cities or carve
out a window to reap the benefits of the
environment. Instead, take the running
path that goes through the park instead of
your usual city sidewalk jog, replace your
fluorescent office lighting with softer
lamps, or simply bring in fresh flowers. It’s
no substitute for vacation, but that doesn’t
mean you can’t treat yourself to a souvenir.
2. Celebrate Daily
“Every day is a celebration.” That attitude is
easy to adopt when you’re surrounded by
palm trees and surfside. But it’s also worth
pursuing when even when you’re not. One
way to do that is by keeping a “gratitude
journal,” or a daily log of what you’re
thankful for.
Diaries can bring on remarkable physical,
emotional, and social benefits. People have
lower blood pressure and stronger immune
systems, they feel more alert and happy,
and they are more generous and outgoing,
“Gratitude works,- “It has the power to heal,
to energize, and to change lives.”
So, celebrate the little things in life by taking
note of what you’re grateful for every day—
be it a compassionate co-worker.
3. Try New Things
If you’ve ever said “when in Rome” , you
know that seeing and doing new things is
a lot of what makes vacation rock. Surfing
lessons? Exotic foods? A steep hike with a
rewarding view? Sign me up!
But “real life” can get dull because newness
isn’t the norm. In psychology speak, it’s
called hedonic adaptation—the idea that
we become accustomed to changes, both
positive and negative, over time. New
relationships, jobs, and possessions give us
only a temporary happiness boost before
we return to our humdrum baseline. But
by chasing newness, variety, and surprise,
psychologists say we can increase happiness
in our daily lives.
In a series of studies in the Journal of
Happiness Studies, for instance, researchers
found positive intentional changes in
activities—think learning a new language
or cultivating friendships—helped students
stave off hedonic adaptation more than
circumstantial changes, like moving to a
better dorm room. In other words, “change
your actions, not your circumstances,” the
article’s title prescribes. That might mean
checking out a new restaurant, joining that
new bocce league, or going after a new
responsibility at work.
But no matter how you interpret it, try
to cultivate a little “spring break” in your
everyday life. After all, you only live once—
and most of that life won’t be lived on
vacation.
15
&
BUSINESS ETIQUETTE
CORPORATE STYLE TIPS
10 Quick Business Etiquette Tips for
Getting Ahead
You probably landed your job with your skills, knowledge, and an
impressive interview. Now you want to impress the higher-ups so you’ll
be considered for bigger and better positions.
Follow these tips to be noticed in the best possible way:
1. Dress for success. You’ve probably heard that in order to move up with
a company, you need to dress for the position you seek rather than the
one you currently hold. Believe it because it’s true.
2. Be on time. Arriving on time or even early shows your commitment
and dedication to the company and your job. Walking in late shows a
lack of interest and respect of your coworkers.
16
3. Respect everyone. You may think that you only need to be nice to your
boss, but showing respect for your coworkers and those who work
beneath you is a sign of respect that many managers expect.
4. Use proper cell phone etiquette. When you go into a meeting, put your
phone on silent or turn it off. Avoid loud, personal conversations in the
workplace. Your coworkers don’t need to know all the details of your
personal life.
5. Be friendly. When you meet new business associates, smile, make eye
contact, and maintain a pleasant tone of voice. Don’t forget to say,
“Please,” when asking for something and, “Thank you,” afterward.
6. Avoid office gossip. Be aware that when people in the office gossip,
the conversation doesn’t stop at your level. Those who gossip typically
enjoy the drama of spreading the word.
7. Maintain good manners during company meals. Using proper
etiquette during a corporate dinner shows that you respect yourself
and your coworkers enough to be polite. Learn the placement of
utensils so you don’t appear to be a clod.
8. Offer a firm handshake. This is the time to show your confidence and
friendliness.
9. Give your coworkers credit. No one likes an employee who steals ideas.
You may get away with it for a while, but eventually, the bosses will
catch on to your game, and your future with the company will be grim.
10.Be generous. Offer your assistance and knowledge when someone
else needs it. After all, you are all on the same team, and when the
company improves, everyone wins. When you go to lunch with
coworkers, show respect for your server by leaving a generous tip.
17
THIS PROGRAM
CAN ALSO BE
CONDUCTED
IN HOUSE
CUSTOMER SERVICE
PROGRAM OUTLINE
EXCELLENCE
-/$5,%
-/$5,%
-/$5,%
The Art OF-ANAGINGCustomers
5NDERSTANDINGCustomers VARIOUS
PERSONALITIES
CreaTINGHIGHERvALUETOACHIeve a
WINWINSITUaTION
s Psycho-geometrics : Profiling your
customer
s Understanding why customers don’t
seem to understand what you tell
them
s Tailor suiting solutions according to
your customer type
s Are there alternative people skills?
s Seeing through customers’ eyes
s Do you and your employees have a
right mental attitude
s Making a difference
s How to say NO tactfully
s Dealing with anticipated problems &
working past negative Comments
s The high performing employee
s Elements of professionalism that
customers require these days
s Steps to understand what our
customers really want & require
s Differentiating between what our
customers say what they want & what
they really should have
-/$5,%
-/$5,%
-/$5,%
(oWTOMAInTAINGOODCUSTOMER
relaTIONSFAcETOFAce
THE2OLEOF TeamwORKINCustomer
-ANAGEMEnt
GOINGBeyONDProducTANDPRIce –
creaTINGBUSINESSvalues
s The need to increase efficiency and
effectiveness
s Creating the right first impression
s The right personal attributes (manner,
voice and efficiency) – establish trust &
credibility thru proof
s The necessary physical attributes
s Communicating benefits to your
customers
s Establishing high work standards in
a group
s The key to communication
s Solving customers problems is more
than a strategy
s How to be a good listener :
understanding disinterest & then
probing for needs
s People, Attitudes and Opportunities
– How to open up your customer’s
thinking
s The thinking required to identify
opportunities
s The Opportunity Audit and the Role
of the Team
s Starting with situations & strategies
– Planning for future business
PROGRAM OBJECTIVES
s Understanding the power one has in creating an impressive & lasting
impression and learning the elements involved
s Focusing on “self” i.e. what is your role? What kind of attributes you and
your employees should have?
s Learn proven tactics on how to say “NO” tactfully but yet still get the deal
s Going beyond product and price – creating business values
s Understanding the different personalities of customers and how to tailor
suit solutions effectively
s To identify an action plan for the company to improve the quality of
service your customers receive from you and your employees
s Realizing the need to work effectively, professionally and fruitfully
together to achieve a win-win situation
Course &ee : RM 1,500.00
Course fee includes 2 tea breaks (morning and afternoon),
lunch, course material and certificate of attendance.
Venue, Date and Time
15 & 16 May 2014 / Thurs & &RIAMPM
Ventrax TrAININGCentre, PuchonG, SELANGOR
Group Discount
GrOUPOFORMOrEPArTICIPAnts from the same company
will enjoy a DIScount on the applicable fee.
s(2$&3",#L!)-!",%s
CALL US NOW!
further information kindly call +603 8062 1133
or email us at [email protected]
18
Do visit our website at www.ventrax.com.my

VENTRAX VIEWS

Transcription

Similar documents

A1 756 Template (Page 1)

Birmingham News Article - Monday Morning Quarterback Club

Neat Document-Thumbsuckers Calendar

OPEN HOUSE PARTY 223 CLUB KICKOFF

Financial Planning - Fresno Police Department Credit Union

St Leonards CT

Rotary Club of Denver West | Golden, Colorado

36th Annual In-Vette-Tational Fun Car Show

CLUB NAME: CLUB CITY/STATE: JOB OPENING TITLE: Wianno

letter of appreciation