Managing complaints, it seems everyone is talking about customers. Some of the reasons as to why poor service is still a major concern of most organizations are as follows:

Few people have been trained to pay attention to the second half of today's jobs - the people part. They have invested their time and energies in the technical aspects. They have not been trained to handle the complications of making sure their work is valuable to others.

People have not been conditioned or encouraged to treat people inside of their own organization as customers. Without the support and cooperation of "internal" customers, it is difficult to satisfy those we commonly view as our "real" customers. Satisfying "internal" customers provides a vital link in the chain that leads to satisfying customers outside of the organization.

Performance Appraisal Review (PAR) is one of the most important tools use to motivate the employees to move towards the direction of a company. However, most of the conducts of PAR do not help the employer to meet the above purpose. PAR is more than deciding Bonus or Salary Increment of the employees, but it is also a means to help to the employees to explore their inborn strengths & recognize their areas of improvement to outperform their current work, and also to gain job satisfaction from their work.

PENGENALAN

Pengurusan adalah satu bidang yang begitu meluas. Disebabkan pengasas kepada bidang ilmu ini terdiri daripada mereka yang berbeza latar belaknag maka terdapat pelbagai takrifan kepada pengertian pengurusan. Secara umumnya, pengurus akan melakukan kerja mengikut kerangka pengertian pengurusan iaitu beliau akan merancang, mengorganisasi, memimpin dan mengawal dengan bantuan kakitangan yang berada di dalam sesebuah organisasi.

Pengurus hari ini perlu kepada perubahan kerana dunia perniagaan menjadi bertambah kompleks. Bidang pengurusan pula mempunyai pelbagai pecahan yang memerlukan perhatian seperti mengurus persengketaan, mengurus ketegangan, mengurus masa, dan mengurus perubahan. Kesemua ini menjadi satu cabaran yang besar kepada setiap pengurus. Kebanyakan syarikat melalui peringkat-peringkat sebelum sampai kepada kestabilan. Peringkat ini member pendedahan untuk memperkayakan lagi pengalaman yang sedia ada.

PENGENALAN

Komunikasi Interpersonal atau perhubungan antara seorang dengan orang yang lain adalah penting dalam pembinaan pasukan yang berkesan kerana ianya menentukan sama ada dua atau lebih orang dapat bekerjasama atau tidak. Kejayaan hidup kita berkeluarga, berkawan, bekerja, bermasyarakat dan secara amnya berpasukan bergantung kepada sejauh mana kita dapat berhubung dengan orang lain. Perhubungan interpersonal memerlukan kemahiran kerana setiap sorang mempunyai cara berkomunikasi yang berlainan dan mempunyai taggapan, perasaan, matlamat dan latar belakang yang berlainan.

The Management Secretary of today is strongly positive, capable of carrying out responsibilities beyond her normal scope of duties, is widely travelled, has strong initiatives, is capable of stepping into an executive position, and is consistently upgrading herself.

As the management secretary is also a self-motivated person, she is able to overcome stress and solve problems strategically, and this is a great asset to any boss.

Being able to plan, organize and coordinate the workflow is another important function which she is able to do so effectively.

With the right skills, attributes and strategies, teamwork with any boss would be an enriching experience.

PENGENALAN

Menyelesaikan masalah dan membuat keputusan adalah dua aktiviti yang tidak asing bagi setiap kumpulan. Kedua-dua aktiviti yang tersebut mempunyai banyak persamaan dan kaitan. Masalah yang dihadapi memerlukan keputusan bagaimana untuk menghadapinya. Walaupun terdapat masalah yang boleh diselesaikan secara peribadi atau keputusan yang boleh dibuat secara perseorangan, seringkali kedua-duanya melibatkan semua atau sebahagian besar anggota kumpulan. Oleh itu unuk membina satu kumpulan yang berkesan kedua-dua aktiviti tersebut memerlukan penglibatan atau penyertaan semua orang.

PENGENALAN

Tugas sebagai seorang pentadbir yang berdedikasi, cara bekerja hendaklah sistematik. Meja hendaklah bersih, kemas dan tidak berselerak. Fail-fail hendaklah diatur rapi di atas meja atau disusun di dalam cabinet atau almari khas. Anda tidak boleh menangguhkan tugas-tugas anda terutamanya di dalam menjawab surat-surat rasmi. Anda mesti membaca, bertindak dan memaklumkan pihak-pihak yang tertentu mengenai segala tindak-tanduk yang akan berlaku. Pergaulan dalam pejabat, semasa berurusan mestilah secara profesional dan amat mengagumkan pada pihak luaran seperti pembekal dan terutama sekali pelanggan organisasi. Semua perkara ini dapat dicapai apabila seseorang itu mempunyai dedikasi dan disiplin untuk memajukan diri supaya menjadi pekerja yang disegani dan cemerlang.

Many companies have fantastic products, a great team of people, and provide excellent customer service – and yet competitors seem to always have the upper hand. Sounds familiar?

The fact is this: Everyone in your business, who has anything to do with your customers, needs to know how to sell. If they don't have the right marketing & selling skills, you’re throwing cash out of the window.

What’s the point in spending another penny on brochures, advertising and websites if your team doesn’t know how to get people to buy? If you want to stop losing sales to competition then you've got to sharpen your professional selling skills, and make sure your people demonstrate positive selling skills behaviors – all the time.

It’s one thing to provide knowledge, and enhance selling skills levels – but without the right attitudes and beliefs supporting these, it’s unlikely that results will last.

In today’s modern market economy there is an explosion of choices – what product to buy, which service to choose, which company to work with, and who to buy from.

Modern society is also information-rich but time-poor. The value of a brand grows directly in relation to how fast and easily consumers choose your brand.

Smart companies know that brands are a company’s most valuable asset. Therefore capitalising on their brands is important for growth and profitability.

Smarter companies know that branding goes beyond products and services, their features and benefits, Consumers choose products and services because of what the brand represents. If not for the branding of Sony, Toyota, Samsung and LG, Asian brands would not be what they are today.

Branding is about what it does and is, and more importantly, who it is.

This starter programme in branding gives you the know-how of strategically managing your brand, giving you the foundation to start developing a more power-packed image for your brand.

Key Performance Indicator (KPI) is a very important management tool to corporate managers. It helps to set clear expectation of the management, and also direct the focus of every employee to put their efforts to achieve what the management expects. To define KPI, we have to first define the Key Results Areas (KRA) via the Business Strategic Issues. This would assist us to align our focus to strategically achieve our business bottom line. If we could cascade down these KPIs to every single employee, they would be more productive, and strategic in every of their single contribution!

Daniel Goleman, a pioneer of the concept of emotional intelligence (EI or sometimes known as EQ), defines EI as "the capacity for recognising our own feelings and those of others, for motivating ourselves, and for managing emotions well, in ourselves and in our relationships."

This is a critical skill in selling and achieving higher productivity, along with the particular competences of optimism and recovering from setback. For instance, the salesperson who knows the product inside out will not succeed without the additional ability to forge strong relationships, win trust, assess how the client is feeling, and cope with their own feelings, including disappointment.

The same will apply to any employees who also need to build strong relationships, win trust, assess how the co-worker/boss/staff is feeling, and cope with theirs as well.

Understanding and using English grammar correctly in spoken or written English is essential in projecting professionalism. When a person is conversant with English grammatical rules, he / she add values to both his / her professional and personal lives. Bosses would certainly consider giving more opportunities to staff who are capable of using “presentable” English in business environment. This program helps the participants rediscover the joy of learning English grammar and raise their language confidence to enhance English performance at work. It is intended for pre-intermediate / intermediate level participants.

Will your managers be ready for the new responsibilities, competition and challenges of the 21st century? Will your managers earn the respect of those under their supervision? Will those who promoted the managers be pleased with their performance? The answers lie in how the managers go about motivating, leading and building relationship with those they supervise.  

Today’s managers are required to create a positive working climate, make quality decisions, demonstrate effective skills in handling a wide variety of human problems, manage time, set priorities, mould employees from different cultures into a team and show excellent leadership in their managerial style.  

Common sense will help your managers somewhat in becoming good managers. However, to make a really successful manager, one needs the kind of knowledge and skills that Sun Tzu’s Art of War provides.  

Sun Tzu’s Art of War offers the most comprehensive and effective way to manage a team in the Malaysian environment. The leadership and management principles of Sun Tzu’s Art of War are well received by the world.  

Sun Tzu’s Art of War is the oldest and most well known military manual in the world. Politicians, military experts and businessmen throughout history have all regarded Sun Tzu’s Art of War as an important source of wisdom and their secret weapon for victory  

Today, we have witnessed how the application of Sun Tzu’s principles have expanded beyond the battlefield into everyday life. Its influence is felt not only in military and state administration, but also in business, public relations, sales, marketing, corporate strategies, diplomacy and even sports.  

Thus, we can see how flexible Sun Tzu’s strategizing principles can be applied, making it a useful resource for anyone desiring to meet any challenge.

Personal time management skills are essential skills for effective people. People who use these techniques routinely are the highest achievers in all walks of life, from business to sport to public service. If you use these skills well, then you will be able to function exceptionally well, even under intense pressure.

What's more, as you master these skills, you'll find that you take control of your workload, and say goodbye to the often intense stress of work overload.

At the heart of time and task management is an important shift in focus:
Concentrate on results (the outcomes), not on being busy (the process)

Many people spend their days in a frenzy of activity, but achieve very little because they're not concentrating their effort on the things that matter the most.

To enhance and upgrade individuals to perform their jobs confidently through effective working skills, appropriate knowledge and the right attitude. Equip your staffs with the essential skills needed to manage daily task with enthusiasm and interest.

A project is a series or interrelated tasks leading to a definite end. We spend a large proportion of our time juggling projects ranging from writing a report to launching a new product. Smaller projects can be dealt with by writing the individual tasks on our daily to-do lists, while larger projects require a more sophisticated approach. It is these larger projects on which we will concentrate. There are three stages in managing a project: planning, controlling and evaluating. If we fail to manage these three stages effectively, the project may well end up in the project graveyard.

In line with the release of the fourth edition of ISO 9001:2008 standard requirements, the current certified organization shall proceed to address the changes of newly released standard requirements, and to amend its current documented processes before the next surveillance audit.

This training aims to share with the QMR & Process Owners on “What have Change” and “How to Change/Add” via Quality Manual/Operations Procedure/Work Instruction/Forms/etc to meet the standard requirements of ISO 9001 : 2008. Besides, it is crucial to also address the “Why” of its Changes behind the ISO requirements. The “know-why” would greatly help the QMR & Process Owner to develop & document the procedures practically that is applicable to the current working condition.

The ability to make a good presentation, and do so confidently and appropriately to the circumstances, is a key one for very many people. Such people may be from throughout the hierarchy and around the structure of the organization, and these days virtually any job may necessitate the making of occasional or regular presentations as part of its responsibilities. It may not be something that always comes naturally, but it is something that can be learned. Not everyone will succeed in becoming a great orator, but most can acquire the basis to make a workmanlike job of this vital task.

A key characteristic of presentations, and one which makes the point of how necessary it is to be well versed in how to make an effective one. The success of any presentation can be diluted if a detail is not right. This effect is cumulative, in other words a number of individual errors can begin to lower the impact a presentation achieves, where one might slip by unnoticed.

Presentation, in common with many other areas of expertise, is a question of learning those techniques that can help and deploying them appropriately.