PERSONAL DEVELOPMENT PROGRAMME (II)
WORK BASED ASSIGNMENT
_____________________________________________________________ TABLE OF CONTENT
1 2 3 4 Acknowledgment Executive Summary Introduction Module 1 : Personal Effectiveness and Change Unit 1 : Effective Time Management 1.1.1 Explain the impact and implications of effective time management towards personal effectiveness and change. 1.1.2 Recognize the reality of time limits in developing an awareness of personal expectations vs limitation. 1.1.3 Identify the key barriers to effective time management and ways to overcome. 1.1.4 Plan and prioritize time in an effective and efficient manner based on work urgencies/ importance. 1.1.5 Apply the various effective time management concepts/ techniques in improving personal effectiveness at work.
Module 2 : Team Leadership Unit 2 : Interpersonal Skills 2.2.1 Realize the importance of winning respect and cooperation from others, and how to do it well. 2.2.2 Identify the key challenges for building trust and ways for restoring trust. 2.2.3 Appreciate the value of embracing diversity in achieving team synergy. . Module 3 :Customer Service Excellence Unit 2 : Understanding customers 3.2.1 Identify who customers are – both externally and internally 3.2.2 Recognize customer needs and expectations and ways to meet them 3.2.3 Obtain a better understanding of customer preferences through active listening 3.2.4 Measure and improve customer satisfaction levels
Module 4 : Business Orientation Unit 1 : Understanding the Organization 4.1.1 Understand the nature and purpose of organizations and its importance in contributing to the business success. 4.1.2 Recognize the importance of business environmental analysis and its application at workplace. 4.1.3 Discuss and enlist different types of tools and methods for business environmental analysis and its effectiveness in analyzing the various business environments.
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Summary Conclusion References Appendices
Module 1 : Personal Effectiveness and Change Unit 1 : Effective Time Management 1.1.1 Explain the impact and implications of effective time management towards personal effectiveness and change. Effective time management is planning what to do and how to do it in order to do more. The productivity of individuals and organizations hinges greatly on their ability to manage time effectively. Harnessing this critical resource increases both employee output and organizational competitiveness. Benefits of effective time management in my workplace that will affect my performance at work are identified as follows: Gives me more time to do what I want Improves my availability Improves in my decision-making Improves my health Improves own productivity, efficiency, and effectiveness Makes me easier to live with Makes me easier to work with Makes me feel more relaxed Minimizes the risks I take Reduces stress 1.1.2 Recognize the reality of time limits in developing an awareness of personal expectations vs. limitation Effective time management is all about setting limits. We need to set all sorts of limit to Manage our time well. Reflecting on my daily tasks, listed below my own expectations vs. limitations in my Time utilization and ways to handle: Limitations Availability Expectations Stop what I’m doing to answer the phone/ speak to… Need to finish what I have started. How to overcome Is this interruption more important that what I’m doing right now? I need to give up and get on with things which requires my immediate attention/ action. Learn to sort out priorities and plan my time
Everything is important.
Better do on my own, the job will be done. Wants everything to be perfect. This cant wait.
accordingly. Cant do everything, get involved in things I need to do and delegate the rest. If the job worth doing well enough, it doesn’t have to be perfect. What the worst can happen if I’m not there to do it? Is it the most urgent task right now? Is it the best use of my time right now?
By knowing to limitations that exist, I have better control over my time and it does give a Big impact on my performance. 1.1.3 Identify the key barriers to effective time management and ways to overcome. Some of the key barriers challenges that I’m facing in managing my time are: Barriers/ challenges Control by people and circumstances Mitigation Do not over schedule Transparent to others on your daily task Be flexible – others need my help to do theirs and manage their time Practice to getting on the work and getting things done Self check – why delay Discipline in doing things right away Learn to slow down Establish dateline There’s always tomorrow and time to do the task More concern on what I have achieved rather than how I do it Delegate Throw unwanted things where necessary Work efficiently
1.1.4 Plan and prioritize time in an effective and efficient manner based on work urgencies/ importance. I have learned that urgent and important tasks require different treatment. There are no hard and fast rules for what to do and when to do it. Simply use common sense. As illustrated, I find that applying the general understanding between these two level of tasks does makes a big impact in managing my daily work. URGENT To do it immediately, taking sufficient time to do them well. Needs to do it quickly to get them done and out of the way. But spend little time as possible on these tasks. NOT URGENT Can wait till we have time to do them properly. Can be left till the very last. Mostly the things we enjoy doing it.
1.1.5 Apply the various effective time management concepts/ techniques in improving personal effectiveness at work. Its not easy to achieve an objective if we do not have a schedule plan in order to assist us to ensure things are done and sufficient time is allocated accordingly. Some techniques that I applied to assist me in my work place are : Creating a to-do-list – creating tasks based on urgency and importance An action plan – brief list of tasks we have to carry out to achieve an objective Diary systems – record of what we plan to do and what has been achieved Time logs – keeping a time log of what we have been doing and the duration for future planning
Module 2 : Team Leadership Unit 2 : Interpersonal Skills 2.2.4 Realize the importance of winning respect and cooperation from others, and how to do it well. Interpersonal skills – individual’s ability to relate to one another within the business organization in order to reach certain effects or results. There are few categories in our workplace. Listed below are the categories in my working place and why it is important to get along with these group of peoples. Superiors Able to listen Exchange information Resolve differences Act in accordance with agreed policy and Report back as necessary The boss is entitled to expect loyalty, of course, not so much to him/ her as to the cause that he/ she represents. The idea, after all, we are pursuing the same goals.
Winning the acceptance of peers Minimize conflicts and do not alienate others unnecessarily By listening and hear, we will be able present own ideas cogently, with concern for the feelings of our listener Minimize office politics Gaining respects from team members Achieved desired results Better communication Commitment from team members Able to build a bond Customers Retain customers Positive business growth
2.2.2 Identify the key challenges for building trust and ways for restoring trust Trust is an essential element in interpersonal relationships. As an officer whose handling a number of staffs, trust from my team members is very important to me. Some of the challenges that I am facing in building the trust are : They ‘re not sure of my style of working and expectations Insecured as I might changed the way they used to do things Uncertainty about the intention of others Afraid of losing something important Creates unhealthy tensions Not focus and lack of communications
How to restore back the trust Transparent in our actions and agendas Admit that we did a mistake Regular sessions with team mates to discuss area of improvement
2.2.3 Appreciate the value of embracing diversity in achieving team synergy. Diversity is about empowering people. It makes an organization effective by capitalizing on all the strength of each employee. As mentioned earlier, it is not easy to manage thirteen (13) staffs with differences. Applying diversity in my group does keep them motivated and I am able to achieve my team target. Some examples that I incorporated in my workplace are : Being the source of reference They gained confidence on problem solving and decision making Team spirit always at the high side due to having a regular session
Module 3 :Customer Service Excellence Unit 2 : Understanding customers 3.2.1 Identify who customers are – both externally and internally Customers are people who purchase, are provided with, or benefit from our products and services. Examples of external/ internal customers and how they affect/ relate in my work. categories External - customers Related to work delinquent cardholders who seeks financial advise
Internal - colleagues - other departments or individual - team members
extend assistance when required (during crisis) provide response to customer complaints (Complaint department) provide guidance to team members
3.2.2 Recognize customer needs and expectations and ways to meet them 3.2.3 Obtain a better understanding of customer preferences through active listening To understand the customer better, I learned that we need to be an active listener. By doing so, we will be able to know what are their needs and produce the service/ product up to the expectation. Daily, my main customers are the external customers. By actively listening to their query, I will be able to assist / guide them accordingly because customer satisfaction is a subjective, non-quantitive state, measurement wont be exact and will require sampling and statistical analysis.
3.2.4 Measure and improve customer satisfaction levels
Module 4 : Business Orientation Unit 1 : Understanding the Organization 4.1.1 Understand the nature and purpose of organizations and its importance in contributing to the business success. In HSBC Bank Malaysia, the bank operates according to the following key values which contribute to its success. The highest personal standards of integrity at all levels Commitments to truth and fair dealing Hands-on management at all levels Commitment to quality and competence A minimum of bureaucracy Fast decisions and implementation Putting the team’s interest ahead of the individual’s The appropriate delegation of authority with accountability Fair and objective employer A diverse team underpinned by a meritocratic approach to recruitment/ selection/ promotion
4.1.2 Recognize the importance of business environmental analysis and its application at the workplace. It is important to understand my department business environment. It will help us to understand what is happening both inside and outside our organization and to increase the probability the organizational strategies we develop will appropriately reflect our organizational environment. Serial of steps are required for a business analysis; Scanning (to detect changes) Economic situation determines the number of delinquent customers Customer payment trend/ capability Success scanning giving the business enough lead time to lead Monitoring (to track development) Implementation of new approach to affected customer due to economic situation Forecasting To help the business identified new opportunities and potential constraints Assessing XXXXX
4.1.3 Discuss and enlist different types of tools and methods for business environmental analysis and its effectiveness in analyzing the various business environments.