A Two-Day Practical Training on
Pembantu Tadbir Cemerlang
PEMBANTU TADBIR CEMERLANG
Dates
:
27th & 28th August 2013
Venue :
Meritz Hotel Miri
Time
8.30am to 4.30pm
:
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SBL CLAIMABLE
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Conducted By:
The Training Hub (M) Sdn Bhd
Address : No. 12 Jalan 1E,
Selayang Baru, 68100 Batu Caves,
Selangor Darul Ehsan
Tel
: 603 - 6131 1734
Fax
: 603 - 6131 1764
E-mail
: [email protected]
Objektif
Pada pengakhir kursus ini peserta dapat:
 memahami pentingnya peranan yang dimainkan oleh golongan pembantu tadbir
 memahami peranan pejabat didalam sesebuah organisasi dan peranan individu dalam pejabat
 menguasai kemahiran pengurusan masa dan pentadbiran
 mengambil berat akan rupa, gaya serta perwatakan di tempat kerja
 memberikan perkidmatan pelanggan secara efektif
 mengendalikan panggilan dengan berkesan
Kandungan Kursus
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Profesional dalam kerjaya
Etika ditempat kerja
Pembentukan imej yang profesional
Perancangan kerja sistematik dan produktif
Kemahiran komunikasi dan perhubungan kemanusiaan
Perkhidmatan pelanggan yang cemerlang
Tatacara dan etika perhubungan telefon
Target Group:
Administrative Officers (Clerical/Operations), General Workers, Admin Assistants, Assistant Officers,
Office Assistants, Clericals as well as Junior Supervisors.
Modul-modul
Modul 1: Profesional dalam Kerjaya
 Cabaran-cabaran dalam menghadapi tugas sebagai pembantu tadbir masa kini
 Definasi profesionalisma
 Perhubungan antara profesionalisma dan budaya kecemerlangan ditempat kerja
 Kebersamaan dalam tindakan dalam organisasi (cohesiveness)
Modul 2: Etika di tempat kerja
 Etika atau tata-laku positif ditempat kerja dalam beberapa senario:
– Menghargai masa (mula kerja, mesyuarat, tugasan dan sebagainya)
– Etika menggunakan kemudahan perhubungan ie mesin faks, emel, dan lain-lain
– Penggunaan ayat dan perkataan yang sesuai
– Lain-lain etika ketika berhubungan dengan bos, rakan sepejabat, rakan seorganisasi, pelanggan
dan lain-lain
Modul 3: Pembentukan imej profesional
 Tanggapan pertama
 Persediaan membina tanggapan pertama dan berpanjangan
 Tatacara berpakaian ditempat kerja
Modul 4: Perancangan kerja yang sistematik dan produktif
 Pengurusan masa berkesan
 Pengurusan pejabat
 Tips untuk lebih fokus dalam menghadapi kerja
Modul 5: Kemahiran komunikasi dan perhubungan kemanusiaan
 Teknik mendengar dan memahami (listening vs hearing)
 Jenis-jenis mendengar
 Mendengar pada bahasa badan
 Menjaga adab dan perhubungan ie panggilan dan gelaran, salaman, pengenalan, penjelasan dan
sebagainya
 Mengenali sifat-sifat manusia dan bagaimana mengendalikan personaliti yang beraneka ragam
Modul 6: Perkhidmatan pelanggan yang cemerlang
 Perkhidmatan pelanggan yang berkualiti
 Keperluan dan pengharapan pelanggan samada dalam organisasi mahupun diluar organisasi
 Melayan pelanggan dan tetamu secara bersemuka
Modul 7: Tatacara dan etika perhubungan telefon
 Kawalan vokal: volum, kelajuan dan “kemesraan” (suaran yang lebih berkarekter)
 Menyusun ayat yang ringkas, sopan tetapi efektif dan sampai mesejnya
 Mengambil dan meninggalkan pesanan
 Cabaran melayani/menangani panggilan dari individu yang sukar ditangani karekternya.
 Teknik dan etika pengendalian telefon
Metodologi kursus
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Simulasi
Perbincangan kelas
Lakon-semula
Latihan atau dinamik berkumpulan
TRAINING CONSULTANT – MELATI ISMAIL
Melati Ismail has more than 15 years accumulated experience in sales management, training and
business development which span from retail sales to global direct seller. Experienced in field of
retail sales, business development and a competent training practitioner.
She started her career as Sales Operation Executive in one of renown Duty Free Store in 1997
managing sales associates and customers from all walks of life before she moved on to Retail Sales
managing sales outlet, sales staff and also customers from every part of the world. Managing sales
staff needs experience and patience but managing customer needs talent and knowledge which can
be enriched over time.
She joined Avon Cosmetics (M) Sdn. Bhd. in 2000, a world’s No. 1 Global Direct Sellers as a Sales
Manager. Avon is the company for women that was established since 1811 in more than 123
countries in the world. In Avon, as a Sales Manager she was managing a district with franchise
boutique and independent sales dealers and leaders. Training and developing leaders are the core
objective.
She is then promoted to be the field Sales Trainer in 2003 to train Sales Manager and sales
associate nationwide. Under this job scope, she is responsible to develop new training modules,
training booklets (in Bahasa Malaysia & English) and the same time conduct field training and
coaching to all Sales Manager (new & existing), Independent Franchisee/boutique Supervisors &
Assistants and Avon Sales Leaders &Representatives nationwide. Involved in AVON COSMETICS
training modules preparation with other regional countries i.e. USA, Australia, India, Thailand,
Philippine, Vietnam and Japan. Apart from classroom training, she is also responsible to coach and
develop each Sales Manager working in the field.
In 2009, she was appointed as Sales Development Manager managing the sales and human
development for the assigned region. She was assigned to region like East Coast, East Malaysia and
Southern region where each area and culture needs different approach of training and adult leaning
is very subjective but rewarding. Training and developing people from different education level and
work experiences gave her the knowledge in depth on how to create a training module based on
everyone different learning curves.
In 2011, she is then promoted to be the Division Sales Manager for the southern region, the region
with biggest sales contribution to the company. Managing figures needs knowledge and experience
but managing people patience and passions. This job requires her motivates and develops her Sales
Manager and organize many meetings and gathering on month to month basis all over the region.
Achieving sales figures and KPIs is the main objectives and is very rewarding but developing people
and see them success is very satisfying.
In emceeing and organizing events, she has more than 10 years hand-on experience. She started
emcee in monthly sales meeting to sales rallies with thousands of participant and organized sales
events and convention for the region and the total company.
Melati Ismail, holds a Bachelor Degree in Accountancy from Universiti Utara Malaysia and is a
certified Global Trainer, PATD Coacher and PATD Master Coacher for Avon Co. Incorporated. Among
the training that she has successfully conducted includes Customer Service Excellence, How to Plan
& Conduct Sales Meeting, Communication & Listening Skills, How to Be Successful in Network
Marketing, Effective Prospecting, Planning and Analysis Report, Time & Calendar Management, How
to Effectively Develop Sales Leaders and Professional Image & Grooming.
Currently, she is the Trainer of The Training Hub (M) Sdn Bhd dedicated to People Development
through proven and progressive training principals and techniques.
Administrative Details – Pembantu Tadbir Cemerlang (27th & 28th August 2013) Meritz Hotel Miri
Training Fee:
RM 1,688.00 per participant.
Crossed cheque should be made payable to “The Training Hub (M) Sdn Bhd”.
How To Register:
HRDB Contributors:
Call The Training Hub Fax Confirmation
 603 – 6131 1734
 603 – 6131 1764
E-mail Confirmation
 [email protected]
Complete the SBL Form and send to HRDB office together with this brochure. Prior
approval is required from HRDB to claim reimbursement of training fees.
Participant Names
Designation
1. _____________________________________________
____________________________________
2. _____________________________________________
____________________________________
3. _____________________________________________
____________________________________
4. _____________________________________________
____________________________________
5. _____________________________________________
____________________________________
6. _____________________________________________
____________________________________
Company Name: _________________________________________________________________
Telephone: _____________ Fax: _______________ E-mail: ___________________________
Contact Person
Name : _________________________________________ Designation: _______________________________
______________________________
Signature & Company Stamp
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- Universiti Malaysia Pahang