Fiducia Management Consultants AC Administration Corporate Cynthia Kracht

Fiducia Management Consultants AC - Administration Corporate Cynthia Kracht Dec 9, 2006

Training Agenda - AM Time 0900 - 0930 Training Topics Go through training agenda and purpose of training AC goals and objectives Trainer/ PIC CK 0930 - 1030 Internal service excellence SK 1030 - 1045 Tea Break GM 1045 – 1145 How to be an effective person? Best working habits 1145 - 1245 Employment contract and personnel documents updates Staff Club management RUL SM

Training Agenda - PM Time Training Topics Trainer/ PIC 1400 - 1500 Daily Administrative Management 1500 - 1545 Payroll & recruitment procedure RUL 1545 – 1600 Tea Break GM 1600 – 1645 Powernet functions, e. g. uploading, leave application, etc Procedure of acquiring PC GM ID Q & A for daily IT problems 1645 - 1730 Group Discussion: Suggestion to improve AC performance RUL/All

AC Goals & Objectives

AC Goals & Objectives 1. Deliver best internal service § Administrative expert § Human resources expert § IT expert 2. Develop & communicate simple and efficient § Policies & Procedures 3. Provide effective people management § Provide best working environment § Employee Commitments 4. Offer Personal Development § Training § Team Building

Internal Service Excellence Stefan Kracht

Internal service excellence What does this mean? l Client definition l Service definition l Quality in communication & results l Measurement & evaluation We are a service provider within a service provider.

Why must we achieve this? The meaning of client focus l Who pays your salary? l Support staff remuneration will be tied to profitcentre feedback The meaning of cooperation l You are largely responsible for the productivity and well-being of our employees l We are a team as a company, not divided

Internal service excellence How do we achieve it? l Be solution-oriented, not problem-focussed l Take pride in your results l Agree and commit to fixed deadlines for specified tasks l Work effectively and efficiently l Communicate on a personal and positive basis l Right level of delegation

How will you achieve this? Suggested next steps l HR: l Office Admin: l IT:

Best habits of an effective person Rubie Lai

Discussion (10 mins) 1. 2. 3. 4. How do you define “habits”? Please list out your top 3 working habits? Think of some daily examples Why good habits?

Habits Defined Desires Skills Knowledge By Stephen R. Covey

Best Working Habits in Fiducia 1. 2. 3. 4. 5. Quality communication at work Getting planned and organized Time management & priority setting Be proactive Positive thinking

Communication Model INFORMATION ENCODE DECODE RECEIVER & SENDER DECODE ENCODE FEEDBACK

Effective Communication Who are the receivers? n What is the channel/ media? n Effective listening n Interacting colleagues with empathy and sensing n Think win-win n Teamwork and team building n

Get Planned & Organized 1. 2. 3. Principles of Personal Leadership Begin with the End in Mind Build up your own tools l l Time planner To-do list Alert system Filing system, etc….

Time management & Priority setting 1. 2. 3. 4. Good time management ≠Good priority setting Urgency? Importance? Time steals and killers identification Put First Things First

Be Proactive 1. 2. 3. 4. 5. 6. Self-awareness Plan forward Own the task Circle of influence Continuous improvement Seek First to Understand, Then to be Understood

Positive Thinking Be solution-oriented n Opportunities to learn n Face challenge n Minimize self-talk n

Seven Habits 1. 2. 3. 4. 5. 6. 7. Be Proactive Begin with the End in Mind Put First Things First Think Win/Win Seek First to Understand, Then to be Understood Synergize Principles of Creative Communication Sharpen the Saw By Stephen R. Covey