COMPETENCY WHEEL - ipa.gov.bn · Justeru para pemimpin organisasi sedar bahawa peranan pasukan...
Transcript of COMPETENCY WHEEL - ipa.gov.bn · Justeru para pemimpin organisasi sedar bahawa peranan pasukan...
COMPETENCY WHEEL
Creativity and InnovationThinking Capabilities
Customer ServiceSelf-Effectiveness
Work Ethics and Integrity
Strategic Management •Self-Leadership • Leadership •
Change • Policy •Organisational Development
• Quality Management • Interpersonal Skill • Customer
Service • Human Resource Management • General
Management • ICT
Team BuildingInterpersonal Skill
Public RelationCustomer Service
SpeakingListeningWriting
Human Resource Management
KERJA BERPASUKANOD2101
PengenalanOrganisasi ditempat kerja terus berkembang. Justeru para pemimpin organisasi sedar bahawa peranan pasukan dalam organisasi masing-masing menjadi begitu penting. Pergabungan tenaga, idea, kemahiran dan pengetahuan secara kolektif diperlukan untuk menangani sebarang masalah organisasi oleh pemimpin.
Pasukan memainkan peranan penting di dalam setiap organisasi. Ini adalah kerana pasukan mempunyai banyak kelebihan daripada individu secara perseorangan. Kelebihan begitu ketara dari segi pengalaman, kemahiran, perolehan maklumat, pembahagian kerja dan pengembelingan tenaga.
Hasil PembelajaranDiakhir bengkel ini peserta akan dapat:• Menyedaribahawasetiaporangadalah penting dalam mana-mana organisasi.• Memahamibagaimana,personaliti,gender dan budaya mempengaruhi pemikiran, emosi dan stail pembelajaran.• MembangunPelanTindakanDiriuntuk memastikan Satu Pasukan Kerja yang Berkesan dapat diwujudkan.
Kandungan• DefinasiPasukandanKerjaBerpasukan v Kerja Berpasukan yang berprestasi tinggi v Perbezaan antara Satu Kumpulan dengan Satu Pasukan • Perananawdadanpasukan v Peranan awda• KepentinganKerjaBerpasukandalam Organisasi v Ciri-ciri pasukan yang berkesan v Pasukan yang kreatif v Kompetensi Kerja Berpasukan v Mengagihkan kerja dan peranan
WORKING WITH AN EFFECTIVE TEAMOD2102
OverviewWorking in a team demands consideration and effort. Successful team members understand and continually practice the appropriate team process. This course covers these processes and how to match them with your own team role preference to ensure the success of your team.
• Kepelbagaiandalampasukan v Kenapa kita berbeza dalam berfikir v Bekerja dengan orang Lain v Pengaruh Personaliti, Gender dan Budaya dalam berfikir • TeknikBerkomunikasidanmenghadapi Konflik• KepimpinandalanKerjaBerpasukandan Membentuk Kumpulan Dinamik• PelanPembangunanDiri(Personal DevelopmentActionPlan(PDAP)
Jangkamasa3hari2malam(34.5jam))
Metodologi• Ceramah• Perbincangan• Demonstrasi• KerjaKumpulan
Kumpulan SasaranBahagianII(B2),III,IVdanV
BahasaBahasa Melayu/Bahasa Inggeris
TEAM BUILDINGLearning OutcomeAs a result of this program, participants should be able to:• Experienceandsavourmembershipofa successfully performing team• Identifyandapplytheirownteamrole preferences• Diagnosethedevelopmentlevelofthe team and act accordingly• Participateandagreeuponteam performance goals and objectives• Influencethebehaviorofpeoplewithinthe team• Understandanddealappropriatelywith member behaviour• Communicatetoobtaincommitmentto team goals• Createanactionplanforchangesinteam performance
Contents• Teamexercise• Teamrolepreferences• Levelsofteamdevelopment• Performancegoalsandobjectives• LeadershipandInfluence• Relationshipandbehaviour• Teamcommunicationsandcommitment• Actionplanforchange
Duration2Days(13hours)
Methodology• Lecture• Demonstration• CaseStudy• RolePlay• IndividualandGroupExercise
Participant ProfileDivision II
LanguageEnglish/Malay
TEAM LEARNINGOD2105
OverviewTeam learning is the process of working collectively to achieve a common objective in agroup. In the learningorganisationcontext,team members tend to share knowledge and complement each other’s skills. If there is no commitment and effort from team members then working and learning from team work may fail. This is why teams should be given free will to act especially in the Learning Organisation context.
Learning OutcomeAt the end of the course, the participant would be able to:• Understandtheimportantofateaminan organisation• Adaptanduseappropriatecharacteristics/ model to become successful team• Understandthekeyconceptsofteaml earning
Contents• Whatisateam• Definitionandtheimportanceofateam• Characteristicsofsuccessfulteams• Basicconceptsofteamlearning• HowteamperformanddifferinLearning Organisation• ThedisciplinesofTeamLearning• Conflictsanddefensiveroutines• Teampracticesinanorganisation• TeamlearningVs.TeamBuilding
Duration2days(13hours)
Methodology• Lecture• Discussion• CaseStudy• Interaction
Participant ProfileDivision I, II dan III
LanguageEnglish
PEOPLE PEOPLE
54
EMOTIONAL INTELLIGENCE STRATEGIESOD2201
OverviewEmotional intelligence (EQ) is the abilityto tap into your emotions and use them to make your life better. Being in touch with your feelings allows you to manage stress levels and communicate effectively with other people, two skills that enhance your life both personallyandprofessionally.UnlikeIQ,whichremainsconstantthroughoutyourlife,EQcanbe developed and honed over time
Learning OutcomeBy the end of the program, participants will be able to:• Understandthenatureandtheories underlyingEmotionalIntelligence(EI).• DefinethevariousEIcompetenciesand identify areas for improvement as needed. • Identifytheirpersonalstrengthsandblind spots revealed through self-assessments. Determine the impact of different leadership styles and their associated competencies on organisational climate.
ContentsEmotional Intelligence Strategies for Success - Interpersonal Skills and Self Development
EmotionalIntelligence(EI)• Definition,TheoriesandModels• Intelligence:Intrapersonaland Interpersonal• EmotionalIntelligenceDefined• EmotionalQuotient(EQ)versus IntelligenceQuotient(IQ)• ResearchFindings• FrameworkofEICompetencies
Self-Awareness and Self-Management: The CornerstonesofEI• Self-Assessment• ScoringandInterpretationofResults• ASelf-AssessmentofEI
The Conceptual Model• TheCompetencyFramework
TheCompetenciesofEI• DefinitionsandReal-LifeExamples• CoreQuestions,UnderlyingBehaviors, and Tips for ImprovementEmpathy:ACriticalEICompetency• DefinitionandExamples• EmpathyandActiveListening• ThePersonalListeningProfile:Determining Your Most Preferred Approach to Listening
EICompetenciesandLeadershipStyles• ThePowerofLeaders• CorrelationBetweenEICompetencies, Styles, Climate and Results• OrganisationalClimate:TheSix Components
Leadership Styles• TheSixStyles• WhenBesttoUseEachStyle• ImpactofStylesonClimate
Duration5days(32.5hours)
Methodology• Lecture• Demonstration• CaseStudy• RolePlay• IndividualandGroupExercise
Participant ProfileDivisionI(Group)andII(B3)
LanguageEnglish
FUNDAMENTAL OF NEGOTIATIONS CC2225
OverviewEveryone actually negotiates informally allthe time without even being aware of it. We negotiate with family, friends, co-workers and even with our bosses on many common issues or things without realizing it. We only realize we are negotiating when it is important and hassomelastingimpact.Formalnegotiationisaskillthatcanbelearnedthroughexperienceand practice. People who negotiate more tend to be better skilled at it than people who have not participated in many formal negotiations.
Thus, experienced people are more likely toknow what to say, when to say it, when to make concessions, when not to, what to concede, what not to, and, in general manipulating the situation to their own advantage. Forthis reason, negotiation tends to favour the experienced party. This course will helpparticipants develop their negotiation skills in managing formal negotiations.
Learning Outcome• Understandthetypesandphasesof negotiations• Analyseotherpeopleandtrytoseefrom their own point of view in negotiations• Identifyandutilizeyourownpersonal negotiation style
Contents• Understandingdifferenttypesof negotiation• Definingyourpersonalnegotiationstyle• Usingyourownpersonalnegotiationstyle• Importanceofcommunicationin Negotiations• Phasesofnegotiation: v Preparations • Knowingwhoyouarenegotiating with • Readingotherpeople • Seeingotherpointsofview
INTERPERSONAL SKILL
v Bargaining • Negotiateupwardsanddownwards • Knowingyourbottomline • Knowingwhattogiveawayand when to be firm • Dealingwithhiddenagendas v Closing the deal
Duration3days(19.5hours)
Methodology• Lecture• Discussion• Interaction• Demonstration• RolePlay
Participant ProfileDivisionII(B2)andIII
LanguageEnglish/Malay
MANAGING CONFLICT CC2227
OverviewIt is difficult to avoid conflict at the workplace; there will always be conflict. Conflict occurs between team members, between those of different teams and departments, between management and lower level staff and between the front-line and the external environment(theclient/customer).This3dayscoursewilltackle conflict and provide participants with a toolbox of skills for reducing,managing andnegotiating conflict.
PEOPLE PEOPLE
76
Learning Outcome• Understandingwhatconflictisandwhyit occurs• Abletoworkwithdifficultpeopleindifficult situations• Identifyfactorsthatcreateconflictsinthe workplace• Understandthebehaviourofapersonand how it can affect others• Usespecificcommunicationskillsthatwill help control difficult situations
Contents• Definingconflict v Negative effects of conflict v Types of conflict v Stages of conflict• Internalandexternalfactorsleadingto conflict• Dealingwithconflict v Usinghonestyandagreement v Turning arguments into discussions v Ways to minimise and handle conflict v Feedingthesolutionnottheproblem• Roleofcommunicationinconflict resolution v Usingempathy v Actively listening and responding v Body language• Workingwithdifficultpeopleandsituations
Duration3days(19.5hours)
Methodology• Lecture• Discussion• Interaction• CaseStudy
Participant ProfileDivisionII(B2)andIII
LanguageEnglish/Malay
ESSENTIAL INFLUENCING AT THE WORKPLACE CC2229
OverviewLeaders must be able to achieve results through others. Leaders should also be able to inspire others within the organization with vision, empower them to take ownership and make the vision a reality. This includes the ability to influence diverse groups and adapt his or her leadership style to differing people and organization needs. As a leader, you are required to influence people almost all of the time. It may be in the form of gaining support, inspiring others, persuading other people to become your champions, engaging someone’s imagination, creating relationships and motivating employees. Whatever form it takes, being an excellent influencermakes your jobmuch simpler.
Learning OutcomeAt the end of the course, participants will be able to:• Define“influence”andunderstand the differences between responsibility, accountability, authority, and power • Identifytheirpreferredstyleofinfluencing others and determine the effectiveness of that style • Analyzehoworganizationalstructureand culture impacts the ability to influence • Employstrategiestoinfluenceothersinan organization • Dealeffectivelywithchallengingbehaviors to overcome resistance and inertia in others
Contents• InfluenceModel&Strategies v Introduction of different influence approaches v Influence strategies instrument v When and how to use each approach v Analysis of each participant’s influence tendencies • InfluenceandtheOrganization v How the organizational structure and culture impacts influence v Influencing others in an organization
• PowerandAuthority v Definition of power, authority, responsibility, accountability v Self-assessment of participants’ power-oriented behavior v Analysis of real-life power and influence situations• Expandingyoursphereofinfluence v Compensation rather than compromising v Making impactful briefings v Creating the right first impression v Usingpressureratherthancoercion v Usingstatustostayincharge v Understandinggroupdynamics v Providing positive feedback v Make“weaknesses”workforyou
Duration3days(19.5hours)
Methodology• Lecture• Discussion• Interaction• Demonstration• Practical
Participant ProfileDivisionII(B2)andIII
LanguageEnglish/Malay
DEALING WITH YOUR BOSS CC2230
OverviewMany people view those that can successfully deal with their bosses as apple polishers and corporate manipulators. However they do not realise that the immediate supervisor, manager or executive has the means to approve ordisapprove key resources, give consent or even provide backing for projects. Many of us also do not know our bosses’ strengths,
weaknesses, goals, work styles, and needs which just add to the miscommunication and tension. Managers mostly don’t realize how much their bosses depend on them. They require feedback in the form of cooperation, reliability, and honesty. Therefore a mutual relationship is required to enhance productivity and foster a harmonious working environment. This course will provide participants with the necessary communication.
Learning OutcomeAt the end of the course, participants will be able to:• Identifyandrecognisetheneedsoftheir immediate superiors• Identifyandutilisetheirsuperiors preferences in communication• Usecommunicationskillstohandle important and highly sensitive conversations• Effectivelydealwithnegativecomments and emotions
Contents• Theimportanceofkeepinggoodrelations with your boss• Thedifferentcommunicationstylesof leaders• Howandwhentocommunicatewithyour boss: v Anticipate questions and responses v Appropriate Timing v Be direct v Other forms of communication besides verbal communication• Communicationstrategies v Body language, eye contact v Controlling emotions and dealing with facts v Understandtheperspectiveofyour leader v Patience in dealing with situations where others prosper with your superiors v Portraying confidence and professionalism• Maintainingtherelationship
Duration3days(19.5hours)
PEOPLE PEOPLE
98
Methodology• Lecture• Discussion• Interaction• Demonstration• CaseStudy• RolePlay
Participant ProfileDivision II and III
LanguageEnglish/Malay
RevisedMANAGING WORKINGRELATIONS NETWORK CC2231
OverviewA network is a group of like-minded people who work in related fields and have the same objectives set by their agencies. These networks are highly effective in reducing wasted time in the form of questions, research and bureaucracy since one can immediately contact a network and get answers straight away from their contact or are directed to the correct person in that organisation. Networks can be easily managed with the introduction of social media.
Learning OutcomeAt the end of the course, participants will be able to:• Identifytheimportanceofnetworking• Bemoreconfidentinmeetingpeopleand building network• Manageandmaintainnetworksthrough e-mails and social media
Contents• Theimportanceofnetworkingatthe workplace: v What is networking and what makes a great networker?
v In what situations do I want to widen my network and how will I benefit?• Settingyourmindsetfornetworking: v What mindset is most helpful for me when networking? v How can I overcome the barriers that can stop me from successfully networking?• Tacticsinbuildingnetworks: v How can I become even more effective at making initial contacts and building onexistingrelationships? v What practical strategies can boost my ability to connect with people? v How can rapport building and effective listening help me to network? v What process forms the backbone to effective networking?• Maintainingyournetworks: v Keeping in touch v Usinge-mailandsocialmedia v Asking for information and cooperation v Replying to queries• Developinganactionplantostart networking at work
Duration3days(19.5hours)
Methodology• Lecture• Discussion• Interaction• RolePlay
Participant ProfileDivisionII(B2)andIII
LanguageEnglish
PREPARING PRESS RELEASES CC2307
OverviewThe media plays an important role as partners to any organisation as they can help spread important messages and information as a result from public events. However information can easily be misinterpreted and the wrong message may be delivered causing embarrassment for the organisation involved. This course provides the necessary knowledge forEventOrganisers,PublicRelationOfficersor officers involved in Corporate and Public Affairs to prepare official information packets or Press Releases for the media to disseminate correctly. Through press releases, the flow of information can easily be controlled thus safeguarding the organisation’s interests.
Learning OutcomeAt the end of this course, participants will be able to:• Betterunderstandtheneedsofthenews media• Collectimportantfact,figuresandkey messages from an event and• Prepareapressreleaseforthemedia
Contents• Introductiontothepressrelease• Understandingtheneedsofthenews media• Developinggoodrelationswiththelocal media• Formatandattributesofagoodpress release• Draftingapressrelease• Decidingthemainmessage• Usingsimplelanguage• Presentingfactsandfigures
Duration2days(13hours)
PUBLIC RELATION
Methodology• Lecture• Discussion• Interaction• Demonstration• Practical
Participant ProfilePublic Relations Officer DivisionII(B2)andIIIinvolvedinPublicRelations
LanguageEnglish/Malay
CORPORATECOMMUNICATION CC2308
OverviewIn this carefully crafted media leadership curriculum participants will tackle the critical issues facing organizations that seek to blend the power of traditional and digital media. Corporate communication provides professionals the latest skills in communication with a strategic managerial and an analytical approach. It also helps to achieve managerial and supervisory levels in branding, marketing communication, reputation management, advertising management, public affairs, stakeholdermanagement,internalandexternalcommunication.
Learning Outcome• Identifyvariouscommunicationsroles within an organization• Developkeymessagesaccordingtoa specificcontextandsetofobjectives
New
PEOPLE PEOPLE
1110
• Constructarealisticcommunicationsplan• Appreciatehowcommunicationsaffects an organization• Obtainthelatestguidanceinbranding,c orporate communication in marketing, reputation management, advertising management, public affairs, stakeholder management, social media, internal and externalcommunication• Bridgethegapbetweenbusinessand communication
Contents• Whatiscorporatecommunication?• Strategicplanningandmessage development• Creatingamediatoolkit• Storypitchingandmediaplacement techniques(local,nationaland international)• Communicatingdirectlywithkey audiences and stakeholders• Interactiveandsocialmediamarketing communications• Internalandexternalcommunication strategies• Crisiscommunications• Corporateandmarketingpublicrelations• Marketing• Advertisingcreativeandmediastrategy
Duration3days(19.5hours)
Methodology• Lecture• Discussion• Interaction• Demonstration• GroupWork• Practical
Participant ProfileDivision II and III
LanguageEnglish/Malay
DEVELOPING EFFECTIVE PUBLIC RELATIONS CC2202
OverviewThe Public Sector has heavily depended on the mass media to convey important messages and information to its customers; mainly the public. As the public becomes more educated and well-traveled, government agencies have to be more aware of what is conveyed to the public. The role of Public Relations officer is to organise the information within the organisation, set up relations with the local media and plan press conferences, media events and road shows in an effort to keep the pubic well informed of the organizations effort and motives.
Learning OutcomeAt the end of this course, participants will be able to:• Buildeffectivenetworkswiththelocal media and other Public Relations Officer• Organiseinformationwithinthe organisation• IntegratePublicRelationsintothePublic Service
Contents• IntroductiontotheroleofPublic Relations: Objectives, Plan and Strategies• AttributesofagoodPROfficer• DevelopingthePR’srolesand responsibilities• Managingtheorganisation’sinformation network• IdentifyinganddevelopingeffectivePR Network v Network with other PR v Making friends with the Media • Settingupnewsconferences,roadshows and media events v Attracting the right news coverage v Giving Media interviews • Monitoringmediacoverage v Monitoring and evaluating of media coverage on organisation v Responding to queries and complaints from the public v Reporting to management• Handlingcrisiscommunication
Duration4days(26hours)
Methodology• Lecture• Discussion• Interaction• Demonstration• Practical• Visits
Participant ProfileDivisionII(B2)andPublicRelationsOfficer
LanguageEnglish/Malay
HANDLING INTERVIEWSAND PRESS CONFERENCES CC2203
OverviewBeing interviewed by the media can be a frightful task. As the representative of an organisation, the outcome of how well the interview went will have an impression on the public and will reflect on the image of the organisation as a whole. Therefore the public relies on these media interviews to evaluate the organisation.
Learning OutcomeAt the end of the course, participants will be able to:• Recognisetheimportanceofthemediaas an opportunity to convey the organisation’s key messages• Differentiatethetypesofinterviewsand craft appropriate answers for each type• Anticipateandidentifythepossible questions from the media and prepare appropriate answers
Revised
Contents• Managingtheorganisation’s communication → Different Course for SS• Understandingtheneedsofthemedia• Themediainterviewasanimportanttool in communication• Thedifferenttypesofinterviewsandpress conferences• Conductoftheintervieworpress conference; setting the ‘ground rules’• Givingmediainterviews• Selectingtherightbackdrop,dressattire andbackground(Staging)• Anticipatingquestionsandcraftingkey messages and answers for different sessions• Portrayinghonestyandtransparency• TheDo’sandDon’tsinhandling Interviews v Translating technical terms into layman terms v Avoiding ‘no comment’• Monitorandevaluatepost-interviews
Duration2days(13hours)
Methodology• Lecture• Discussion• Interaction• Demonstration• Practical
Participant ProfileDivision I and II
LanguageEnglish/Malay
PEOPLE PEOPLE
1312
KEBERKESANAN KOMUNIKASI DENGAN MEDIA TERBARU IT2301
PengenalanKursus 2 hari ini khusus direka untuk mendedahkan kepada peserta mengenai media atau kaedah terbaru didalam meningkatkan keberkesanan komunikasi terutama didalam jabatan kerajaan. Di Jabatan kerajaan berbeza dari syarikat-syarikat swasta mempunyai protokol dan peraturan tersendiri. Kursus ini juga dimuatkan dengan tatacara untuk mengurus penggunaan media baru supaya ia lebih efektif dan bermanfaat.
Hasil PembelajaranDiakhir kursus, peserta akan memperolehi pengetahuan dan kemahiran mengenai:• Menggunakanteknologibarusebagai media dalam berkomunikasi• Menyebarluaskanmaklumatdengan berkesan melalui social media• Meningkatkankesedaranmengenaiimpak teknologi dan ekspektasi pelanggan
Kandungan• Memahamikonsepkomunikasi• Mengetahuikaedahterbarukomunikasi• Memilihdanmenyampaikanmaklumat dengan berkesan• Memahamipengaruhbudayakepada penerimaan media• Perbezaandengan‘oldmedia’• Mengurusrangkaiansocial v Blogging v Emailmarketing v Social network• CabaranpengurusanterhadaptrenICT terkini
Jangkamasa2hari(13jam)
Metodologi• Ceramah• Amali• KajianKes
Kumpulan Sasaran• BahagianI,II,III,IV• PegawaiPerhubunganAwam
BahasaBahasa Melayu/Bahasa Inggeris
Pra-SyaratMempuyai pengetahuan asas penggunaan komputer
KOMUNIKASI BERSAMA PELANGGAN CC2305
OverviewDi antara cabaran-cabaran pihak Kerajaan dalam alaf baru ini adalah peningkatan persepsi orang awam terhadap kualiti perkhidmatan pelanggan yang diberikan. Orang awam membuat perbandingan kualiti perkhidmatan pelanggan di negara-negara lain melalui media massa dan internet dan kini mengharap perkhidmatan yang lebih berkualiti. Oleh itu, pegawai dan kakitangan yang sering berhadapan dengan orang awam perlu meningkatkan lagi mutu perkhidmatan pelanggan yang disampaikan.
Learning OutcomeDi akhir kursus ini, peserta-peserta akan dapat:• Kesedaranmengenaikepentingan perkhidmatan pelanggan dari segi persepsi pelanggan dan orang awam mengenai agensi kerajaan• Memahamicara-caraberkomunikasi dengan berkesan agar dapat memberi layanan yang cekap dan berbudi bahasa • Memantapkanbudibahasadannilaipositif dalam menghadapi cabaran dan tekanan semasa berurusan dengan pelanggan
Contents• Pengenalankepadaperkhidmatan pelanggan yang cemerlang• Perkhidmatankaunteryangcemerlang• Memahamikeperluandansikappelanggan• Membantupelanggansecarapositifdan proaktif• Keperluanmeningkatkanpengetahuan produk atau perkhidmatan organisasi masing-masing• Menanganiaduandaripelangganyang sukar dengan tenang dan positif• Membinabudayakeprihatinanterhadap pelanggan• Etikaketikamenjawabtelefon
CUSTOMER SERVICE
Duration3hari(19.5jam)
Methodology• Ceramah• Perbincangan• Interaksi• Demonstrasi• LatihanAmali• KajianKes
Participant ProfileBahagianIII,IVdanV
LanguageBahasa Melayu
BASIC ENGLISH FOR FRONTLINERSCC2306
OverviewMany front liners have a poor command of the English language because they seldomuse the language. This causes a vicious cycle where front liners lack the confidence in using English while fearing negative feedback.This program aims to break this cycle by encouraging participants to use English atevery opportunity. The participants will learn (or refresh their memory on) some basicgrammar and have a lot of practice speaking English. At the endof the program, theywillbe able to communicate confidently in Basic Englishdespitemakingsomemistakes.
PEOPLE PEOPLE
1514
Learning OutcomeAt the end of the course participants will be able to:• UnderstandtheimportanceofEnglishas part of customer service when dealing w ith customers who do not speak Malay• Identifycommonerrorsmadeby beginners• BemoreconfidentinusingEnglish
Contents• IntroductiontoEnglishattheworkplace (counterservice) v TheneedforEnglish v OvercomingfearofEnglish• SpeakingSpontaneously• ProperGrammar v SubjectVerbAgreement v Simple Tenses v Adjectives; descriptions• CommonPhrases• CommonErrorstoavoid• SimpleEnglishExercise(Revision)at Work
Duration2days(13hours)
Methodology• Lecture• Interaction• Discussion• CaseStudy• GroupWork• Presentation• RolePlay
Participant ProfileDivisionIVandV
LanguageEnglish
INOVASI PERKHIDMATAN PELANGGAN MELALUI RANGKAIAN MEDIA SOSIAL IT3509
PengenalanKursus 2 hari ini adalah direka khusus untuk meningkatkan perkhidmatan pelanggan menggunakan saluran-saluran berasaskan inovasi teknologi. Sesuai dengan kehendak pelanggan pada masa kini, peserta-peserta akan didedahkan dengan jenis-jenis pelanggan (dalamandan luaran)danbagaimanamerekamenggunakan teknologi untuk berkomunikasi. Pengurusan saluran komunikasi sangat penting untuk memastikan kemudahan yang disediakan dapat dimanfaatkan sepenuhnya dalam mengutamakan pelanggan
Hasil Pembelajaran• Untukmenggunakanpelbagaiplatform teknologi terutama social media dalam meningkatkan perkhidmatan pelanggan• Untukmemahamijenis-jenispelanggan dan menyesuaiakan pendekatan yang digunakan• Meluaskanpengetahuanpelanggan mengenai Jabatan
Kandungan• Memahamikehendakpelangganmasakini• Memahamijenis-jenispelanggandan kesesuaian dengan teknologi yang digunakan• Memenuhikeperluanpelanggandan mencapai matlamat jabatan• Pengurusansocialmedia• Mengoptimapenggunaanteknologi: v Mobile apps v Social media v Cloud data v Web-enabled channel• Meluaskanstrategipemasaran• Peraturandanpolisi• Memahami‘dos’dan‘don’t’• Memantauprestasi
Jangkamasa2hari(13Jam)
Methodologi• Ceramah• Amali/praktikal• Perbincangan• KajianKes
Participant ProfileBahagianII,IIIdanIV
LanguageBahasa Melayu/Bahasa Inggeris
Pra-SyaratMempunyai pengetahuan penggunaan komputer
ASAS KOMUNIKASICC2301
PengenalanKomunikasi merupakan asas kepada perhubungan interpersonal iaitu perhubungan antara seseorang dengan seseorang yang lain. Apabila komunikasi berlaku, ia boleh memberi impak yang besar terhadap perhubungan interpersonal dan begitu juga sebaliknya. Maka untuk mempunyai kemahiran interpersonal yang berkesan memerlukan pengetahuan dan pemahaman beberapa elemen-elemen yang boleh mempengaruhi proses komunikasi.
Hasil PembelajaranDi akhir kursus ini, peserta-peserta akan dapat:• Meningkatkankesedarantentang pentingnya kemahiran komunikasi dan interpersonal yang baik untuk kemajuan organisasi• Memahamiproseskomunikasidan implikasi terhadap keberkesanan pengurusan• Mendedahkanpesertakepadateknik berkomunikasi di peringkat individu dan kumpulan
SPEAKING
Kandungan• Pentingnyakomunikasidalampengurusan organisasi• Membinakemahiraninterpersonal dikalangan kakitangan• Proseskomunikasi• Jenis-jeniskomunikasi v Komunikasilisan&bukanlisan v Komunikasi asertif, agresif dan pasif v Komunikasi tulisan• Strategidalamberkomunikasi• Halangan-halangandalamkomunikasi• Memberidanmenerimakritikan
Jangkamasa3hari(19.5jam)
Metodologi• Ceramah• Perbincangan• Demonstrasi• KajianKes
Kumpulan SasaranBahagianIII,IVdanV
BahasaBahasa Melayu
PEOPLE PEOPLE
1716
PENYAMPAIAN BERKESAN CC2302
PengenalanKemahiran berucap boleh dipupuk dan diasah melalui proses pembelajaran, pendedahan dan amalan, dengan panduan dan bimbingan dari pengucap-pengucap yang terlatih dalam bidang ini. Akan tetapi ramai yang berfikiran sebaliknya dan merasakan kemahiran ini adalah semulajadi dan tidak boleh dipelajari. Ringkasnya, setiap individu yang normal boleh menjadi seorang pengucap yang berkesan sekiranya diberi peluang mengendalikan kemahiran-kemahiran yang disampaikan secara lebih terperinci dan sistematik.
Hasil PembelajaranDi akhir kursus ini, peserta-peserta akan dapat:• Mendedahkanpesertakepadateoridan teknik penyampaian berkesan• Meningkatkankemahirandankeyakinan diri semasa memberi penyampaian
Kandungan• Pandanganorangramaiterhadap komunikasi di khalayak ramai • Kepentingankemahiranpenyampaian berkesan dalam organisasi• Faktor-faktormemberipenyampaianyang berkesan v Mengawal Diri Sendiri• Mengawalkegugupan• Keterampilandiri v Mengawal Audiens• Mengenaliaudiens• Menarikperhatian• Teknikmempengaruhiaudiens v Mengawal Bahan Penyampaian• Merangkapenyampaianmengikutmasa• Memastikanbahanrelevandengan matlamat penyampaian• Penggunaanalatbantupandangdengar (AudoVisual)denganbetul• Menggunakan’MicrosoftPowerPoint’ dalam membantu menyampaikan data secara berkesan• Menanganimasalahdalampenyampaian
Jangkamasa4hari(26jam)
Metodologi• Ceramah• Perbincangan• LatihanAmali• Demonstrasi• KajianKes
Kumpulan SasaranBahagianII(B2)danIII
BahasaBahasa Melayu
PUBLIC SPEAKING: BE A CONFIDENT AUTHENTICSPEAKER QUICKLY AND EASILY CC2303
OverviewPublic speaking is much more than delivering informationtoalargegroupofaudience.Unlikegiving presentations which have been prepared beforehand, there will be occasions when you are asked to give a welcoming speech, a toast or to present an award. Since the opportunity to speak in front of a small or large group of audience can happen to anyone at anytime, it is an essential skill for public figures to acquire.
Learning OutcomeAt the end of this course, participants will be able to:• Analysethesituationandgiveimpromptu speeches relevant to the occasion• Understandandrecallbasicprotocol,stage etiquette and podium management
Contents• Introductiontopublicspeaking• Understandingthegenreofvariousspecial occasions• Analysingtheoccasionandaudience
Revised
• Quickmethodstoprepareashortspeech• Speakingoffthecuff(Impromptu)• Managingnervousnessandbuilding personal confidence• Displayingconfidencethroughexpression, gestures and body language• Usingstoriesandhumor• Avoidingcommonspeechfaults• Self-Evaluation
Duration2days(13hours)
Methodology• Lecture• Discussion• Interaction• Demonstration• Practical
Participant ProfileDivision I and II
LanguageEnglish/Malay
EFFECTIVE COMMUNICATION CC2304
OverviewIn today’s organization communication plays a vital role in keeping the organization together. It has been found that managers and supervisors spend as much as 80% of their working days engaged in some form of communication, speaking, listening to others, writing to and influencing others. The whole process of communication must be considered an area which is crucial to an organizations success and in which the individual plays a central role.
Learning OutcomeAt the end of this two days workshop, participants should be able to:
• Demonstrateskillstocommunicate confidently• Createeffectivewaystodealwithdifficult situations• Establishownbehaviourtoenhance working relationships
Contents• Aprocessmodelofcommunication• Enhancingtheflowofcommunication• Improvingyourverbalandnon-verbal communication• Communicationnetworks• Improvingcommunicationonthejob• Improvingyourinfluencingtechniques• Creativecommunicationmethods• Howothersperceiveourcommunication style
Duration2days(13hours)
Methodology• Lecture• IndividualandGroupActivities• CaseStudy• Demonstration• RolePlay
Participant ProfileDivision II and III
LanguageEnglish
PEOPLE PEOPLE
1918
MENDENGAR UNTUK DIDENGAR (LISTENING SKILLS) CC2350
PengenalanSeringkali terjadi apabila arahan yang diterima tidak dapat dilaksanakan seperti yang diarahkan. Adakah kesilapan terjadi daripada yang memberi arahan atau yang menerima arahan? Kursus ini menumpukan kepada aspek Komunikasi melalui Kemahiran Mendengar yang berkesan. Kemahiran Mendengar juga memainkan peranan dalam memperbaiki komunikasi dipejabat apabila maklumat yang diterima dapat diterjemahkan dengan betul.
Hasil Pembelajaran• Menggunapakaiteknik-teknikkemahiran mendengar • Dapatmeningkatkankemahiran interpersonal• Mengurangkankesilapantugasanapabila menerima atau memberi arahan dengan tepat• Dapatmengatasikonflikditempatkerja dan memudahkan delegasi tugas
Kandungan• Memahamiperbezaanmendengardan pendengaran• Memperbaikiperilakukomunikasidengan pelbagai gaya• Tatacaramengutarkansoalan• Kesilapanyangseringterjadididalam mendengar• Memahamikesan-kesannon-verbal communication• Memahamikepentingankomponenproses mendengar
Jangkamasa2hari(13jam)
LISTENING
Metodologi• Ceramah• Perbincangan• Demonstrasi• LatihanAmali
Kumpulan SasaranBahagian II dan III
BahasaBahasa Melayu
TATACARA PERSURATANRASMI CC2326
PengenalanSurat-menyurat merupakan proses yang lumrah dalam pengurusan dan pentadbiran seharian Perkhidmatan Awam kerana persuratan adalah salah satu alat perhubungan utama di antara sebuah Jabatan / Kementerian dengan Jabatan / Kementerian lain; Jabatan / Kementeriandenganorangramai(awam)danorang ramai dengan Jabatan / Kementerian. Penggunaan jenis-jenis persuratan yang betul perlu diselaraskan dan senantiasa diikuti mengikut panduan Tatacara Perhubungan Persuratan Dalam Sistem Berkementerian yang telah ditetapkan melalui Surat-Surat Keliling Jabatan Perdana Menteri Bil. 4/1985dan Bil. 15/1987. Demikian juga kekeliruandalam penyediaan beberapa bentuk borang surat rasmi dan kesalahan-kesalahan umum dalam format penulisan termasuk dari segi penggunaan kata-kata dan ungkapan-ungkapan bahasa yang sesuai perlu diatasi. Kesilapan dan kesalahan yang sering dilakukan dalam penulisan surat rasmi boleh menjejaskan imej sesebuah Kementerian atau Jabatan itu.
Hasil Pembelajaran• Meningkatkan pengetahuan tentang format surat rasmi yang digunakan di dalam Perkhidmatan Awam
TEKNIK MENULIS LAPORAN DAN KERTAS KERJA CC2325
PengenalanPenyampaian laporan secara lisan dan bertulis sering berlaku di dalam bidang pengurusan dan adalah salah satu cara utama bagi pihak pengurusan atasan untuk mencapai keputusan. Kursus ini boleh membantu peserta meningkatkan kemahiran dalam menyediakan berbagai jenis laporan dan kertas kerja dengan berkesan dan mencapai matlamat yang dihasratkan.
Hasil PembelajaranDi akhir kursus ini peserta-peserta akan dapat:• Mengenaliformatdanstrukturlaporan yang betul• Menyediakanberbagaijenislaporandan kertas kerja
Kandungan• Pengenalanlaporandankertaskerja• Keperluanlaporandankertaskerjadalam pengurusan• Cabarandalammenulisdanmembaca laporan• Akibatlaporantidakbersistematik• Persediaanawalmenulislaporan• Pengumpulandata• Teknikmenulislaporandankertaskerja• Formatlaporandankertaskerja• Kesalahanumum
Jangkamasa4hari(26jam)
Metodologi• Ceramah• Perbincangan• Interaksi• Demonstrasi• LatihanAmali• KajianKes
WRITING
Kemaskini
Kumpulan SasaranBahagianII(B2)danIII
BahasaBahasa Melayu/Bahasa Inggeris
PEOPLE PEOPLE
2120
• Meningkatkankemahirantentangtatacara penggunaan jenis-jenis surat rasmi yang betul• Membaikibeberapakesilapandan kesilapan umum yang sering dilakukan semasa menulis surat rasmi
Kandungan• PengenalanPersuratanRasmiKerajaan• Ciri-CiridalamFormatSuratRasmi• Penggunaanungkapankhususdalam Surat Rasmi• Teknik/KaedahPenulisan• Kesalahan-kesalahanumum• TatacaraPerhubunganPersuratandalam Sistem Berkementerian• GayadanTatabahasayangbetul• Terasul(BahasaPenggantiDiri)
Jangkamasa2hari(13jam)
Metodologi• Ceramah• Perbincangan• AktivitiKumpulan• KajianKes
Kumpulan SasaranBahagianII,IIIdanIV
BahasaBahasa Melayu
EFFECTIVE SPEECH WRITING CC2327
OverviewWhat makes a memorable speech? What are the processes involved? For the uninitiated,speech writing may seem like a daunting task. Researching the subject matter; structuring your messages; and using the appropriate language are some of the techniques for
writing effective speeches. Also, having a better understanding of your target audience is also crucial so that the intentions of the speech itself will appeal to your audience and create greater rapport between speaker and audience.
Learning OutcomeAt the end of this course, participants will be able to:• Draftspeechesthatareabletoclearly deliver the intentions of the speaker to the audience• Useappropriatelanguagetoattractyour audience
Contents• Introductiontoagoodspeechwriting• Identifyanddefineobjectivesofthe speech• Analysingthetargetaudience• Gatheringinformationandrelevant research• Drawingouttheoutlineofaspeech• Usingappropriatelanguagetopersuadeor convince• WritinginthestyleoftheSpeaker• Techniquesinspeechwriting
Duration2days(13hours)
Methodology• Lecture• Discussion• Interaction• Demonstration• Practical
Participant ProfileDivisionI(Group)andII
LanguageEnglish/Malay
WORK GROUP DYNAMIC FORMATION MS2201
OverviewThe course aims to equip the participants with better understanding and experience ongroup dynamics and social skills and give tools to observe and follow group norms and processes.
Learning Outcome• Providingbasicknowledgeofgroup dynamics including phases of group development, emotions, roles in a group, communication, leadership, norms and conflicts and cohesiveness.• Observingthegroupdynamicsinthe workplace includes verbal communication, observing hidden meanings of communication• Providingtoolstomakepositive intervention to the group dynamics• Providingbasicknowledgeofsocial skills via interpersonal skills, group skills and organisational skills• Providingtoolstocreateworkplace climate which support learning social skills• Learntorecogniseourownpowerand weakness as a group leader• Developawarenessandunderstandingof the difference between content and dynamics• Increaseunderstandingoftheimportance of roles, norms and structure• Developthecapacitytothinkaboutthe group ‘as a whole’
ContentsSession One: Definition of Group• Whatisagroup?Whendoesacollection of individuals become a group?• FamilyOriginsofGroups• TheLifeOfGroups• GroupDevelopmentAndMaturity
HUMAN RESOURCE MANAGEMENT
Session Two: What is Group Dynamics?• The‘groupasawhole’:Theoryand practice• Dynamicsinyourteamandhowtowork with them• Dynamics‘belowthesurface’• Overtandcovertnormsandroles• Changeprocessesingroups
Session Three: How Groups Behave?• Bion’sTheoryofGroupsthatinfluence group behavior v Basic assumption dependency v Basic assumption fight/flight v Basic assumption pairing• GroupDynamicsActivities• CaseStudyexercises
Session Four: How does a Group learn to work together?• GroupWorkSkills v Interpersonal Skills v Receiving Skills v FeedbackSkills• Learningfromthegroupinthe‘hereand now’• CharacteristicsofAnEffectiveGroup
Duration3days(19.5hours)
Methodology• Lecture• CaseStudies• TeamActivities• Discussion
Participant Profile• SupervisorsandManagers• Div3(C1,2,3)• B2
LanguageEnglish
PEOPLE PEOPLE
2322
COACHING SKILLS FOR MANAGERSMS2402
OverviewOne of the key qualities of highly successful managers is their ability to coach effectively. In this session, managers learn how to coach using various tools and techniques which assures any coaching session is remarkably effective and productive to meet current and futureexpectationwithintheworkplace.Italsoincludes knowledge of ethical guidelines in handling difficult coaching situations.
Learning OutcomeBy the end of the course, participants would be able to:• Identifythebasicelementsnecessaryto produce productive coaching results• Developcoachingsteps• Usecoachingmodelsintheworkplace• Discoverhowtocoachdifferent personality types and building trust• Developedpracticalcoachingskillsand tools and how to use them• Practicingvariouscoachingtechniques• Getfamiliarwithvariouscoaching methodologies
Contents• Thestepstocoaching• Coachingtoolsandmethods• Usingeffectivecoachingmodelsand techniques • Coachingasamanagerialstyleand maintaining professionalism• Developingcoachingconversationand building relationship• EthicalGuidelinesandProfessional Standards• Positivepsychologyincoaching• Task-basedcoaching• Coachingfordifferentpersonalitytypes• Identifyingissuesandsettingrealistic goals• Howtogiveandreceivefeedback
DurationThreeDays(19.5hours)
BIMBINGAN DAN KAUNSELINGMS2404
PengenalanKursus ini diadakan adalah bertujuan untuk membantu setiap individu membina kemahiran mereka untuk membantu orang lain. Melalui beberapa proses dan teknik, mereka akan dapat mendalami lebih banyak tentang cara-cara membimbing dan memberi khidmat kaunseling secara lebih berkesan.
Hasil PembelajaranDi akhir kursus ini, peserta-peserta akan dapat:• Memahamiproseskaunselingdan bimbingan secara berkesan• MemahamiProsesmenolongsecara professional• Meningkatkankesedaraantentang pentingnya kemahiran kaunseling dan bimbingan yang baik untuk individu/ pekerja dalam memajukan organisasi• Mengetahuikelebihandankekurangan beberapa pendekatan kaunseling• Memahamimasalah-masalahyang dihadapi dalam proses kaunseling• Mempelajariprinsip-prinsipdanteknik- teknik kaunseling dalam mengatasi masalah individu /pekerja• Menjadipendengaryangbaik
Methodology• Lecture• Discussion• CaseStudy• RolePlay• Demonstration• Interaction
Participant ProfileDivision II and III
LanguageEnglish
MENTORING IN THE WORKPLACE MS2406
OverviewMentoring in the workplace is a skill-based programexploringtheessentialskillsmentorsneed. Particular attention need to be pay to the skills of non-directive mentoring, where mentors enable mentees to think more for themselves and learn to solve their own problems. This is what mentors find the hardest to do, yet it is where the real benefits lie. It helps team cross-train, transfer knowledge and bring new employee up to speed quickly and efficiently.
Learning OutcomeBy the end of the course, participants would be able to:• Identifymentoringskillsanddevelopment needs and be ready to put your new skills and techniques into practice with immediate results • Approachmentoringinawaythathelps ensure optimum success is achieved in all mentoring relationships • Adoptanempoweringstylewhen developing others • Makeinformedandpracticaldecisions about establishing and developing mentoring that is right for the organisation • Developnewleadershipskillsand opportunities • Strengthengoalorientationinterwoven into team’s culture
Contents• Techniquesformanagingday-to-day interactions • Strategiesforbreakingvastknowledge into manageable chunks • Focusingonthemostimportant information• LeveragingLearningStyles• AssessingKnowledgeTransfer• GivingandGettingfeedback• DevelopinganActionPlan
DurationTwoDays(13hours)
• Bolehmenggunakanteknik-teknikdengan yang teratur dan dapat difahami methodologies
Kandungan• PengenalanBimbingandanKaunseling• TujuanKaunseling• Kaunselingdankepentingannya• Sifat-Sifatkaunselor• Memahamiklienbermasalah• Kemahiran-kemahirandalammenjalankan kaunseling• Proseskaunselingberkesan• Teknik-Teknikdalamproseskaunseling• KaunselingdariPerspektifIslam• Cara-caramengatasiataumenangani tekanan stres
DurationTigaHari(19.5jam)
Metodologi• Ceramah• Perbincangan• PersembahanBerkumpulan• Interaksi• Demonstrasi• Role-Play
Kumpulan SasaranBahagianIIIdanIV
Bahasa Bahasa Melayu/Bahasa Inggeris
PEOPLE PEOPLE
2524
Methodology• Lecture• Discussion• CaseStudy• RolePlay• Demonstration• Interaction
Participant ProfileB2 and Division III
LanguageEnglish
PERFORMANCE COACHING MS2407
OverviewHelping employees perform better is the big missing link in performance management. Many studies have shown that lack of performance feedback explains as much assixty percent of underperformance. There isa big misconception in the workplace among managers that managing people is the same as coaching people.
Managers seem to be good at supervision but not as good in providing feedback, guidance and hands-on training. The good news is that every manager can learn to be a better performance coach.
Learning OutcomeAt the end of the program, participants will be able to:• Discussindividualperformancetargets andexpectations• Provideimmediatecorrectivefeedback• Recogniseimprovement• Correctundesirableworkbehaviours• Conductperformanceappraisalsand discuss individual development
ContentsPerformance Coaching for High Performing Teams• Introduction–whatdowetalkabout?• TheSixCryingQuestions• ThePerformanceCycle• TheFourCoachingRoles• TheTwoKeyprinciples• TheCoachingConversationModel: SOCAR
Skills Application of Performance Coaching• SkillPractice:Discussingperformance expectations• SkillPractice:Givingimmediatecorrective feedback• SkillPractice:Correctingundesirablework behaviours
Duration2Days(13hours)
Methodology• Lectures• Discussion• CaseStudies• RolePlaying
Participant Profile• Middleandseniorlevelmanagers/leaders• HRProfessionals• Group• B3
LanguageEnglish
KEMAHIRAN KAUNSELING (PERINGKAT PERTENGAHAN)MS2408
PengenalanKursus ini adalah bertujuan untuk meningkatkan pengetahuan dan pengalaman para pegawai dan mereka yang terlibat dalam kerja kaunseling sebagai satu cara mengimbangi proses disiplin dan penasihatan kepada mana-mana individu yang menghadapi persoalan kesulitan tingkahlaku, etika dan perkembangan kerjaya di tempat kerja. Dengan dilengkapi ilmu pendekatan psikologi kaunseling ini memudahkan sedikit sebanyak persoalan peribadi dan kerjaya rakan di pejabat dapat ditangani dengan baik oleh mereka yang terlibat.
Hasil PembelajaranDiakhir kursus ini peserta-peserta akan dapat:• Meningkatkankefahamankemahiran proses menolong secara professional;• Meningkatkankesedarantentang pentingnya kemahiran kaunseling yang baik untuk individu/pekerja dalam memajukan organisasi• Mampumewujudkansuasanakerjayang kondusif dan harmoni di dalam organisasi
Contents• Teor-Teori Kaunseling dan kepentingannya v Teori Pemusatan Klien/Insan v Teori Psikoanalitik• Mendalami Konsep dan Kemahiran v Komunikasi Tanpa Lisan v Latihan memerhati v Kemahiran Kesedaran Kendiri v FaktorMenghalangKesedaranKendiri v Latihan Kesedaran Kendiri v Kemahiran Konfrontasi v Latihan kemahiran Konfrontasi v Kemahiran Tingkah Laku Menyertai v Latihan Kemahiran Tingkah Laku Menyertai• Perkembangan Kaunseling Di Tempat Kerja v Perspektif Organisasi
v Masalah Hidup Yang Dilibatkan Ke Tempat Kerja v Masalah Di Tempat Kerja v Titik Permulaan Kaunseling Di Organisasi• Menangani Stress Melalui Kaunseling v Tips Menangani Stres v Pengurusan Stress
Duration4hari(26jam)
Metodologi• Ceramah• Perbincangan• Kajiankes• Role-play
Kumpulan SasaranBahagian II dan III
BahasaBahasa Melayu
Pra-Syarat• PernahmengikutiKursusBimbingandan Kaunseling anjuran IPA atau anjuran mana-mana agensi.• Dilantiksebagaipegawaiyang bertanggungjawab dalam memberikan nasihat di tempat kerja.
PEOPLE PEOPLE
2726