ESSENTIAL MANAGEMENT SKILLS For Executive Secretaries And Personal Assistants
Kenny OngCNI Holdings Berhad
About: CNI
1. 18 years old
2. Core Business: MLM
3. Others: Contract Manufacturing, Export/Trading, eCommerce
4. Malaysia, Singapore, Brunei, Indonesia, India, China, Hong Kong, Philippines, Italy, Taiwan
5. Staff force: ± 500
6. Distributors: 250,000
7. Products: Consumer Goods and Services
“Be more initiative and get things done fast.
Understand the working style of your superior and assist
him accordingly”
Intro:
Q1: Do you want a good career?
Q2: Do you want a good career Fast or Slow?
So….do you want to be a Professional or Amateur?
Management Skills
7. Career
6. Attitude
5. Discipline
4. Relationship
3. Time
2. Boss
1. Job
What to Manage?
1. Managing your Job
Managing Your Job
“Know your job well, do it well, and be better than anyone else doing it.”
Managing Your Job
Type of Work
•Ambassador/COO
•Representative
•Office Manager
•Advisor
•Administrator
•Standard
Type of Boss
•Chairman
•CEO
•Corp. Division Head
•Business Unit Head
•Division Head
•Department Head
Types of Roles
Real Level = Type of Work + Type of Boss
End Results
Ensure uninterrupted supply to consumers in the district by operating the District Distribution System.
Ensure satisfaction of the major customers in the district by managing supply and Distribution.
Ensure high performance and productivity of technical staff by adopting proper human resource management methods on selection, training, coaching, counselling and motivation.
Duties and Responsibilities
Control, operate and maintain the District Distribution System
Manage major supply projects to customer in the district.
Supervise all technical staff in the district.
Plan and design the High voltage system
Ensure availability of adequate supply for future needs of industries in the district by planning and designing the High voltage System
District Engineer
Managing Your Job: End Results
Type of Work
•Ambassador/COO
•Representative
•Office Manager
•Advisor
•Administrator
•Standard
End Results?
Managing your Job: Skills
F1 Information Management
F2 Communication and Influence
F3 Planning and Organising
F4 Working with others and in teams
F5 Mathematical Techniques
F6 Problem Solving and Decision Making
F7 Technology
*based on research findings: “Skills essential for participation in adult life”, Queensland Studies Authority 1994, 1998, 1999
2. Managing your Boss
Managing your Boss
1. Boss’ problems
2. My Boss, the Client
3. Boss’ Personality
4. Bad Bosses
Managing your Boss: Boss’ problems
“You can get anything in life that you want if you can help enough people
get what they want”
Managing your Boss: Boss’ problems
A. Top Four Leadership Challenges
1. Getting people to work together who have different agendas (60%)
2. Balancing competing demands and priorities (56%)
3. Motivating and inspiring employees in a world of constant change (48%)
4. Accomplishing difficult assignments without the necessary resources (45%)
Managing your Boss: Boss’ problems
B. Top three challenges affecting Business today (if your Boss is a CEO or Business Unit Head)
1. Recruiting, retaining and training talented employees (49%),
2. Developing and implementing business strategies that result in profitable returns (49%)
3. Reducing operating costs to increase efficiency (41%)
Managing your Boss: Boss’ problems
C. Unspoken Problems faced by Bosses (1/2)1. Too much communications (Email <yahoo, google,
outlook, intranet>, IM, mobile, office phone, blackberry, etc….)
2. Uncooperative Heads from other departments/business units
3. Conflict among subordinates4. Too many meetings to attend5. Follow up on tasks (especially tasks delegated to
others)6. Lack of resources7. Incompetent subordinates8. Unbalanced family life
Managing your Boss: Boss’ problems
C. Unspoken Problems faced by Bosses (2/2)
9. Pressurized career progression
10. Too much information to read, store and retrieve
11. Need for more influence and power
12. Multiple and conflicting accountabilities (some are not even recognized officially)
13. Monitoring the performance of multiple projects/committees
14. Forgetfulness
15. Stress
16. Lack of Time
Managing your Boss: My Boss, the Client
1. Do not treat your boss as a boss. Treat your boss as a Customer
2. I used to have four main clients at every client: the HR Manager, CEO, Company, Staff
3. Now in CNI I have also four clients: Boss, Big Boss, Company, Employee
4. What I have learned about properly managing clients and customers**
Managing your Boss: Boss’ Personality
Closed Open
People
Task
Peaceful: Phlegmatic
Powerful: Choleric
Popular: Sanguine
Perfect: Melancholy
Managing your Boss: Bad Bosses
If none of these strategies work, you have two choices:
1. Choice A - If you have good personal reasons for staying in your job -- you love your work, you're learning a lot, you like the people you're working with -- you can hold your nose and ignore your boss as best you can.
2. Choice B - Or, you can quit: life is too short too deal with this kind of abuse.
3. Managing your Time
Managing your Time: Time to Know
1. Time is irreversible
2. Value = Time + Money
3. Love is spelt as T.I.M.E. to your loved ones
4. Interruptions will always happen
5. Time investments compound
6. “I don't have time” = lower priority
7. Time required for something expands according to expectations
Managing your Time: At the HEART…
Only three things really matter in Time Management:
1. Prioritize
2. To-do List
3. Maximize
1. Prioritize
Important
Urgent
L H
H
DO this.
Deadline. Markers.
Automate. Predict. Delegate.
Delay. Downtime. Don’t do.
2. To-do List
Task 1
Task 2
Task 3
!↓
Maximize: Personally speaking…
1. Small time segments
2. Do things at times that no one else is doing it:a. Traffic
b. Shopping
c. Holiday
d. ATM
3. Carry paper & pen (or PDA)
4. Pre-work
5. Internet (search, templates, tools)
6. Forced Break Times
Maximize: Personally speaking…
7. Analyze the time wasters in your day.8. Use the on/off button on your TV9. Allocate extra time for all task planning (this
includes traveling)10.Judge and manage personalities11.Control phone calls (call out, return call out)12. In phone calls (or face-to-face) – serious first,
social second13.Learn to say ‘No’14.Planned Annual Leave
Maximize: Personally speaking…
15.Wednesday leave16.Plan for 6.30 exit17.Automobile University 18.Fat = 50% (money) + 100% (time)19. If you need to see someone, go to their
office/room/house, you can always leave.20. If you think you will have to wait-take work with
you: e.g. letters you need to write/office-work, etc.
21.Don't complain. Don't whine.
4. Managing your Relationships
Managing your Relationships
Basics of Relationships
1. Why?
2. Good performance & skill won't get you very far. You need others to succeed
3. Five Rules for Successful Relationships:a. Be Yourself
b. Be of Value
c. Be Consistent
d. Be Truthful
e. Do What You Say
Managing your Relationships
Basics of Relationships
4. You cannot get people to listen to you if they don't like you.
5. And if they don’t listen to you, you won’t accomplish anything!
6. Relationships = Expectations.
7. You must know the expectations and manage those expectations.
Managing your Relationships: People Skills
1. People are interested in themselves, not in you
2. What is the most interesting subject in the world to them? THEMSELVES
3. Take four words out of your vocabulary: “I, me, my, mine” and substitute for the most powerful word: “YOU”
4. Remember that the more important you make people feel, the more they will respond to you.
5. Avoid arguing.
LINA
Listen with interest and praise
make the person feel Important
use their Name
Ask questions
Communication SF
PASSE
Praise and encourage
Ask questions
allow the person to Save Face
use SMART goals
Encourage small improvements
Influence SF
S + FH + C
Smile
Firm Handshake
Compliment
Personality SF
5. Managing your Discipline
Managing your Discipline
Discipline consists of three parts:
1. Habits
2. Self Development
3. Feelings
Managing your Discipline: Habits
Steps to Success…1. Your success depends on what you do.
2. What you do depends on who you are.
3. Who you are depends on Habits
What we do, say and think is 90% controlled by habits.
Managing your Discipline: Self Development
1. Self Development = Investment
2. Investment = Time + Money
3. Nobody is going to invest in you.
4. Start Early
5. Small Differences compound in the long-term
“You will be same person in five years
except for the people you meet and the books
you read”Charlie “Tremendous” Jones
Managing your Discipline: Self Development
Managing your Discipline: Feelings
“Anyone can become angry –that is easy. But to be angry with the right person, to the
right degree, at the right time, for the right purpose, and in the
right way – that is not easy.”Aristotle
6. Managing your Attitude
Managing your Attitude
1. List down Bad Attitudes – and reverse them
2. Be careful of ‘us’ vs. ‘them’ thinking
3. Serve before expecting to be served
4. Have high standards for yourself
5. Never complain about how hard you work
7. Managing your Career
Managing Your Career: Intro
Congratulations.
You are going to die.
Managing Your Career
Biggest Career Mistakes
1. Keeping a career in line with your education
2. Getting career advice from your parents (or relatives)
3. Changing jobs without long-term strategy in mind
4. Letting your Boss (or company) manage your career
Career Progression: Current
Type of Work
•Ambassador/COO
•Representative
•Office Manager
•Advisor
•Administrator
•Standard
Type of Boss
•Chairman
•CEO
•Corp. Division Head
•Business Unit Head
•Division Head
•Department Head
Career Progression: 1
Type of Work
•Ambassador/COO
•Representative
•Office Manager
•Advisor
•Administrator
•Standard
Type of Boss
•Chairman
•CEO
•Corp. Division Head
•Business Unit Head
•Division Head
•Department Head
Career Progression: 2
Type of Work
•Ambassador/COO
•Representative
•Office Manager
•Advisor
•Administrator
•Standard
Type of Boss
•Chairman
•CEO
•Corp. Division Head
•Business Unit Head
•Division Head
•Department Head
Career Progression: 3
Type of Work
•Ambassador/COO
•Representative
•Office Manager
•Advisor
•Administrator
•Standard
Type of Boss
•Chairman
•CEO
•Corp. Division Head
•Business Unit Head
•Division Head
•Department Head
Career Progression: 4
Type of Work
•Ambassador/COO
•Representative
•Office Manager
•Advisor
•Administrator
•Standard
Type of Boss
•Chairman
•CEO
•Corp. Division Head
•Business Unit Head
•Division Head
•Department Head
Additional Career Advice…
1. Manage Boss’ Communications
2. Manage Boss’ Schedule
3. Stand in-between interruptors
4. Attend meetings on behalf
Additional Career Advice…
5. Take over some work: a. Decisions that the boss makes frequently and repetitively and
that are predictable in nature
b. Assignments that will add variety to your routine work
c. Functions that the boss dislikes
d. Work that will provide experience for you
e. Tasks that you're capable of doing
f. Activities that will make you more well rounded and that will broaden your expertise
g. Opportunities to use and reinforce your creative talents
h. Recurring matters
i. Minor decisions
j. Time-consuming details
Managing Your Career: Management Ladder
1. Pick the area of Management you want
2. Set long-term and short-term goals
3. Determine competencies needed for short-term goals
4. Invest (Time + Money)
5. Time = Study, Work, Projects, Reports, Mentor
6. Be prepared to invest up 50% IN ADDITION to your current work-load and current schedule
7. Time Management skill is critical
The Ultimate Career Advice
“Find something you like to do so much that you would
gladly do it for nothing. Then, learn to do it so well
that people would be happy to pay you for it.”
End Notes
Management Skills: Summary
7. Career
6. Attitude
5. Discipline
4. Relationship
3. Time
2. Boss
1. Job
What to Manage?
1. Grow up
2. Understand Yourself
3. Invest in Yourself
4. Eliminate “Cannot be Done”
5. “You are being observed all the time”
How to reach your maximum potential
How to reach your maximum potential
6. “Everything depends on Relationships”
7. Choose your close Friends
8. Serve
9. Control and use your Emotions
10.Discipline
Endnote
The rest is up to you.
Thank You.
soft copy of slides: http://totallyunrelatedrandomanddebatable.blogspot.com/