MANAGEMENT SKILLS FOR PAs AND ADMINISTRATIVE PROFESSIONALS WORKSHOP
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1 MANAGEMENT SKILLS FOR PAs AND ADMINISTRATIVE PROFESSIONALS WORKSHOP Date : 14 th 15 th December 2017 Venue : Vistana Hotel, Kuala Lumpur Workshop Description Ensuring that the boss always looks good is never easy. As the Assistant to the boss, you need to ensure they are on time for every single appointment, has all the relevant information with them while up to date on every single task that is happening in the office. During this workshop, the participants will learn how to run a stellar office and stay in control, no matter how hectic the day becomes. Additionally, they will discover how to build personal credibility, improve their communication skills, deal with difficult people, manage negative situations and more. Workshop Objectives Acquaint participants with the changing role of Secretaries/Executive Assistants /Personal Assistants Assist them to clarify the expectations the boss holds for them Manage and project a good image of themselves Inspire them to perform their roles in effective, efficient ways Create awareness to set goals for their personal development Learn to support their boss better Deal with visitors and make them comfortable Manage office staff more effectively Improve personal credibility and image Workshop Chronology 0830 Registration 0900 Workshop Begin Morning Break Lunch Afternoon Break 1700 End of Workshop Chronology applies for Day 1 and Day 2. Who Should Attend? Executive Personal Assistant Personal Assistant/Secretary Executive Assistant Administrative Professionals Clerk Facilitated & Marketed by: This training is PSMB claimable Subject to PSMB approval
2 14 th 15 th December 2017, Vistana Hotel, Kuala Lumpur Module Outline Introduction: Your Impact as the Administrative Professional: Characteristics of a Administrative Professional The Roles and Responsibilities Importance of your job- Making The Boss Look Good Module 1: Manage Yourself What is your personal image? How is your image important? Required image for your position Importance of Grooming Style Module 4: Manage Your Office The Image of Your Office Company Documents: Background, Policies Reference Documents: Determine What You Need Organize Your Workplace Module 5: Managing Visitors Greeting and Receiving Visitors Visitors without Appointments Making Visitors Feel Comfortable Module 2: The Essential Skill Sets Time Management- Prioritize, Plan and Execute Essential Telephone Skills Written Communication- Business Letters, s Office Function- Planning, Preparation, Checklists Arranging meetings- Venues, Meeting Documents, Compiling Minutes Crystal Clear Communication Module 3: Supporting Your Boss Responsibilities towards Your Boss Understand His Behaviors Know Your Boss Direction Assist The Boss to be Effective and Efficient Learn to Support The Boss Module 6: Managing the Office Staff Being Friendly Yet Assertive When Necessary Saying to Staff The 8 Critical Situations That You Need To Deal With Module 7: Managing Yourself and Emotions Learning To Be A Professional Managing Personal Stress Managing Your Emotions Have Set Goals For Yourself Program Facilitator Jayanth Kumar (Jay) Jay advocates that an unexamined life, is a life not worth living Socrates. Hailing from a state famous for its food, Jay picked up Hokkien while growing up, apart from other languages he speaks. He is a sought after consultant and trainer in Customer Experience and Organizational Culture Development. Jay has an innate drive to coach and develop people to achieve their highest potential. Hence, he has consulted and trained various industry players throughout Malaysia and Singapore in performance management, customer advocacy management, customer quality management, managerial and leadership skills, customer service skills, communication skills and various soft skill programs. Jay has a Diploma in Computer Studies and Business from the National Center of Computers (NCC) from the United Kingdom and attained a BSc in Psychology and Communication from Upper Iowa University in the United States. He was a leader in many fraternities and organizations while working with the university as well. He is a certified professional trainer under ARTDO International and is currently pursuing his Masters in Organizational Psychology. Jay has 16 years of work experience in different respective fields. He started his career in the service industry, managing reputable restaurants in Penang. He was in hotel management when he first came to KL, and later joined a contact centre of a multinational company that provides IT solutions. With both service industry experiences he is able to relate to current people development issues and challenges faced by the many organizations. In addition to that, Jay also has a few years of experience in advertising, public relations and as a Training Manager for a facilities management company. Within the years of experience, he has successfully executed different ad-hoc projects, such as developing high service standards for service industries, quality process improvements, human resource management, recruitment management, talent development, mystery shopping, producing and conducting major corporate events and team-buildings for reputable companies, making him versatile, adaptable and experienced in delivering quality training for his clients. Jay has helped trained specialized industries, reputable multi-national, government-linked and local companies such as F-Secure Corporation, IBM, Celcom Axiata, Telekom Malaysia, VADS, ASTRO, DHL, Kraiburg TPE, A&H Meyer, DRB-HICOM, Penang Skills and Development Centre (PSDC), SP Setia, Tropicana Corporation, CITY Facilities Management, SPR Energy (Sabah), Big Dutchman, Jotun Malaysia, GBA Corporation, SNE Marketing, IPG Mediabrands, AXA Assistance IPA (Singapore), Tenaga Nasional Berhad, Institut Jantung Negara, Ministry of Health Malaysia, Syarikat Suruhanjaya Malaysia, Malaysia Airports Holdings Berhad, B Braun, Watson s Malaysia, Johnson & Johnson, Stemlife Malaysia, Danone Dumex, Seri Pacific Hotel, PNB Darby Park Suites, Meliã Kuala Lumpur Hotel, Eastern & Oriental Hotel, Lone Pine Hotel, MiCasa All Suite Hotel, MyClear, SWIFT, Standard Chartered Bank, Hong Leong Bank, Am Bank, United Overseas Bank, Bank Rakyat, SME Bank, Merchantrade and lots more.
3 Certified Contact Centre Interaction Quality For Evaluators (CCCIQE) 14 th 15 th December 2017, Vistana Hotel, Kuala Lumpur Program Facilitator Roshini Visvanathan Roshini is a Training Consultant with the ATCEN Group. She graduated with honors from the University of Malaya and since then has had the opportunity of working with several national and international organizations. She is a Certified Professional Trainer (USA), Certified Contact Centre Manager and a Coach. Prior to joining ATCEN, Roshini has worked in the Insurance, Banking as well as Technology industry. Coming from a corporate management environment, Roshini has extensive experience leading teams in projects involving process improvement in areas such as Customer Service as well as Service Quality Management. Having had experience in the many facets of customer service including face to face customer interaction, Complaints and Escalation management via the phone as well as s, Roshini is well versed with the technicalities and skills needed to handle today s customers in the contact center environment. She also has good experience managing people from very diverse cultures, backgrounds and countries. Furthermore having dealt with many difficult customer situations, she is very experienced in training first level as well as second level customer support staff to better see the techniques in handling complicated cases involving people, processes and products. As a trainer Roshini has conducted trainings and workshops in many different areas. This includes Contact Center Team Leader, Contact Center Manager, Contact Center Coach, Help Desk Professional, Contact Center Professional, Call Quality Management, Managing Difficult Customers, The Total Customer Experience, Telephone Etiquette, Negotiation Skills, Process Improvement, Effective Communication Skills, Delivering Resolutions to Customers, Telesales skills, Presentation skills, as well as Quality Improvement. Roshini has undertaken projects related to change management and Needs Based Selling. Roshini is a highly motivated individual that truly believes in the potential of people. She is actively involved in several NGOs related to the development of young adults. Her dynamic personality has many a time been described by people to be contagious. Roshini passionately believes that, The End of Education is Character and with the right Character, Anyone can Achieve Success. Companies that have attended programs with Roshini: Hewlett- Packard CIMB MAA ASTRO Perodua Mesiniaga Bank Negara Bank Rakyat Alfa Laval Century Software CSC Malaysia KWSP Tanjong Offshore Prometric Technology Taylors University College DagangNet Global Transit Maybank Celcom ETIQA Ambank RHB Bank SONY Malaysia Canon Takaful TNT Malaysia Sunway AIA Alcatel Lucent K&N Kenanga Heitech Padu Perodua Atos Origin Cosmopoint Bank Islam Berhad
4 Effective Business Writing Skills Workshop 14 th 1 st 15 2 th nd December July 2015, Vistana 2017, Vistana Hotel, Kuala Hotel, Lumpur Kuala Lumpur Companies that have attended Management Skills for PAs and Administrative Professionals since 2011 Affin Holdings Berhad Imej Parking Sdn Bhd An-Nur Specialist Hospital Kementerian Luar Negeri Arthur D. Little (Malaysia) Sdn Bhd Khazanah Nasional Berhad Aston Star Sdn Bhd KPJ Sibu Speacialist Medical Centre ASTRO Logicalis Asia Pacific MSC Sdn Bhd Azman Hamzah Plastik Sdn Bhd Microlink Solutions Berhad Bank Islam (M) Bhd Ministry of Health Malaysia Bank of Tokyo UFJ (Malaysia) Bhd M-Mode Berhad Bank Rakyat Nettium Sdn Bhd Datasonic Technologies rthern Corridor Implementation Ekuiti Nasional Berhad Authority Faber Medi-Serve Sdn Bhd Pertubuhan Keselamatan Sosial FlyFirefly Sdn Bhd (PERKESO) Hewlett-Packard Multimedia Sdn Bhd Platcom Ventures Sdn Bhd (HP) PLUS Holcim (Malaysia) Sdn Bhd Prometric Technology Sdn Bhd Hwang Investment Management Proreka (M) Sdn Bhd Berhad Puncak Niaga (M) Sdn Bhd IBS Technology Sdn Bhd RCE Marketing Sdn Bhd Sapurakencana Petroleum Berhad Silterra Malaysia Sdn Bhd Stolthaven (Westport) Sdn Bhd Sungai Harmoni Sdn Bhd Suruhanjaya Syarikat Malaysia Telekom Malaysia Berhad TH Travel & Services Sdn Bhd Towers Watson (M) Sdn Bhd TUV SUD PSB (Malaysia) Sdn Bhd UEM Land Berhad U-Mobile UMW Corp Sdn Bhd Union Vector Alliance Sdn Bhd VADS Berhad Valuecap Sdn Bhd Watertec (M) Sdn Bhd Yong Fong Rubber Industries Sdn Bhd Participants Feedbacks Saya amat berpuas hati dan enjoy sepanjang mengikuti program ini. Ilmu yang diberi mudah difahami dan tidak bosan. Fasilitator yang semangat dan ceria membuatkan suasana program ini lebih meriah. Production Clerk, Proreka Bengkel ini patut diberi kepada semua organisasi untuk melahirkan seorang pekerja yang berilmu dan berpengalaman. Pegawai Kerani Tertinggi, Pertubuhan Keselamatan Sosial (PERKESO) Thank you for a very productive and engaging 2-day workshop. I had a very good learning experience and look forward to hear more. Executive Assistant, Prometric Technology Sdn Bhd I had more knowledge on communication skill and managing time. It also increased my knowledge about the responsibility of an admin. Administration Clerk, Datasonic Technologies I'm really satisfied with this program. Very good for those who work in admin department. Refresh our mind and knowledge and also increase my confident level towards on my job. Learn something new about clerical skills from the facilitator. - Admin & HR Officer, IBS Technology Sdn Bhd 10th SESSION SINCE 2011! 92% Score on Trainer s Feedback Last Session (December 2016) 111 Numbers of participants that have joined this course (public workshop) since 2011
5 Registration Form EFFECTIVE SUPERVISORY SKILLS WORKSHOP th 15 th 13 th December 2017, Vistana Hotel, Kuala Lumpur th January 2015, Vistana Hotel, Kuala Lumpur Registration Form Participant 1 Participant 2 Participant 3 Workshop Investment RM1,499 per participant (NOT Inclusive of 6% GST) Group Discount of 10% for 3 or more participants who register for the workshop at the same time and are from the same organization. Price is inclusive of all materials, lunches and tea-break. **This training is PSMB claimable subject to PSMB approval To register, complete this form: 1. form back to sender s address/ info@atcen.com 2. Fax this form to Bank Draft: Payable to ATCEN Sdn Bhd and courier to: D-05-12, Ritze Perdana Business Centre, Jalan PJU 8/2, Damansara Perdana, PJ, Malaysia. By Direct Transfer: Account Name: ATCEN Sdn Bhd Bank : Public Bank Berhad Acc : By Credit Card: We take VISA and MasterCard only. (3% transaction fees is applicable) All bank charges/fees to be borne by payer. Human Resource / Approving Manager: Company Name: Address: Tel: Fax: Authorized Signature: Invoice Attention To / : Finance Address Company Stamp Chop: For further information, kindly your enquiry Terms & Conditions to info@atcen.com 1. Upon receipt of a completed registration form, it confirms that the organization is registering for the seat(s) of the participant(s) to attend our programs. 2. Payment is required with registration and must be received prior to the event to guarantee the seat. 3. Payment has to be received 7 working days prior to the event date to confirm registration. 4. Payment is non-refundable if cancellation occurs 7 working days prior to event commencement. However a substitute is welcome at no additional charges 5. Walk-in participants with payment will only be admitted on the basis of seat availability at the event and with immediate full payment. 6. The organizer reserves the right to make any amendments and/or changes to the workshop, venue, facilitator replacements and/or modules if warranted by circumstances beyond its control. 7. The certificate of completion will be awarded by ATCEN Sdn. Bhd. 8. The personal information that you provide in this Registration Form and information provided at any other time during the event, can be used by the organizer and related parties to market, advertise and promote our goods and services via various communication mediums. Participants are responsible to advise the organizer if they do not wish to be included in the above. For Office Use Only Corporate Sales Consultant: Invoice Number: Invoice Date:
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