DEVELOPING EFFICIENT &

PROACTIVE OFFICE
ADMINISTRATORS
C:\My Documents\training module\MENGENAL WATAK.pps

By TIMES Management Training Sdn Bhd

DEVELOPING NETWORK

WRITE DOWN :
1. YOUR NAME
2. COMPANY , LOCATION, POSITION
3. YEAR OF SERVICE
4. REASON OF ATTENDING THIS PROGRAM
5. OTHERS ( IF ANY)
Day One Program Outline
9.00am – 10.15am Ice breakers
Introduction
Course Objective
Administrator self Management
10.15am – 10.30am Tea break
10.30am – 12.45pm Emotional Intelligence
Creativity
12.45pm – 2.00pm Lunch
2.00pm – 3.15pm Office Interpersonal skills
3.15pm –3.30pm Coffee break
3.30pm – 5.00pm Communication
Course Objective

1. Administrator self management

2. Understand the Emotional Intelligence
3. Develop office interpersonal skills
4. Enhance communication skills to be more effective
5. Able to prioritize and manage time
6. Good record keeping and filing system
7. Able to develop problem solving skills and decision
making.
 Management has been
defined as “ The art of getting
things done through people”
- Mary Parker Follett
Self Management Defined As
“How do we use our creativity,
capability skills and knowledge
to get things done with a
minimum supervision”
 Component of Self
Management
 Basic Principles of Management
 Planning
 Organizing
 Delegating
 Controlling
 Self initiative
 Assisting in providing solutions
 Developing Values
 Basic Principle Of
Management
 Planning
 Planning is a process of identifying your
department/ company’s goal or objective.
 Determining actions steps to be taken in
achieving such program / goals.
 Eg : Plan your daily routine work
 Plan to do list
 Plan to solve the problems.
Planning – is what to be done, when it is
done, how it is to be done and who is it
to do it
Step 1 – Set your goals
Step 2 – evaluate the present situations
Step 3 – Identify aids and barriers to the
goals
Step 4 – develop a set of action
 Organizing
 Dividing the total work load into activities
that can logically and comfortably be
performed by one person or by a group of
individuals
 Eg. Organizing work load, task and etc.
 Delegating
We may defined delegation as the
assignment to another person of formal
authority and responsibility for carrying out
specific activities .
Eg. Delegate some filing job or collecting
data to jr. clerk or receptionist
 Controlling
Control is being defined as systematic effort
to monitor the result actual against
planning and to ensure to achieve what
being plan
CASE STUDY AND GROUP DISCUSSION”
Dave had been working with BBB Industries Berhad for more than 8
years as a Junior Officer in the Admin department. Recently the
organization had an expansion and open another small plant in
Janda Baik, and due to his quite senior,Dave had the opportunity to
be promoted and been transferred to the new plant to head the
department. Since this is a new set-up plant, everything has to be
developed. The problem is, he had never had an experience
become HOD and he did not know how and where to start
because in his old plant everything has been established and he just
follow and improved. He had hired 4 experience staff but still
everything mess-up. No handbook, no procedure and policy,
record and filing are not in order, a lot of recruitment are still
pending, office equipment such as photocopy machine and fax
always breakdown and some other administrator matters. The
management is not happy and gave a serious remarks to Dave to
improve.
Please advise Dave what he suppose to do and how ?

15 minutes
 Self initiative
 Capable in making decision and provide
solution.
 Minor problems which need for immediate attention
can be solve immediately by making wise decision
and no need to refer to HOD
 Major problems – analyst and approached HOD with
some suggestion.
 More confident and competent
 Result Oriented
What make you different than others ?
1. Aware on the Business Trend happen every year
2. Understand the new business trend such as Globalization
and AFTA
3. Sensitive on Competitor activities
4. Understand for Economic Crisis impact and ready for
changes ..\Selingan\Iklan\Geting Used to New
Technology.WMV
5. Willing to accept new job and responsibilities
 Techniques to Improve Self
Management
 Exercise effective communication
 Learn the problem solving skills
 Being pro-active rather re-active
 Always up-grade your knowledge
 Learn how to make a decision
MANAGING YOUR
WORK PRIORITIES
In planning and managing your
work priorities, you have to look
into:
1. Plan your time
2. Plan your works
 1. Develop a personal sense of
time

The ten 2. Identify long term goals.

3. Make medium term plans
principles
4. Plan the day
Of time 5. Make the best use of your time
6. Organize office work
management
7. Manage meetings
8. Delegate or share your works
9. Discipline yourself
10. Manage your health.
 BENEFIT FROM EFFECTIVE TIME
MANAGEMENT
 Helps you put first things first
 Help you avoid time traps
 Helps you anticipate opportunities
 Gives you freedom and control
 Help you avoid time conflict
 Helps you avoid feeling guilty
 Help you evaluate your progress
 Help you see the “big picture” C:\My Documents\zoom out.pps
 Help you do you work smarter not harder
 Building a good discipline work ethic
 Identifying Your Time Waster
 During beginning and End of work
 During going for break or come back after
break
 Telephone conversation
 Reading and replying email
 Surfing internet
 Meeting
 How to manage your time effectively

 Discipline yourself on following the

schedule set strictly
 Eliminate / minimize time waster
 Plan your time
 Evaluate your weaknesses and do
corrective action
 Set time frame for any meeting or
discussion
Work without plan, will end-up that you wrongly carried
out jobs which less important and urgent OR you might
also end-up work hard but no result.
Therefore:
1. Have a planner or Scheduler or at least a book to list
down your work everyday.
2. Do it early morning at least 15 minutes
3. List down also those backlog/pending and new
assignment
4. 15 minutes before end of the day, evaluate the result for
the following day planning.
KES KAJIAN : PENGURUSAN MASA
Rashid merupakan kerani di bahagian stor. Tugas beliau ialah merekodkan
penerimaan bahan dan beliau berurusan dengan pembekal. Raju
merupakan storekeeper dimana selepas penerimaan barangan
direkodkan, Raju akan menghantarkan barangan tersebut ke lokasi yang
disediakan untuk simpanan.
Rashid suka menghabiskan masa agak lama untuk minum dan bersembang
ketika rehat jam 10.00pagi sebab beliau jarang bersarapan pagi kerana
bimbang lewat ke tempat kerja.Ini diburukkan lagi dengan sikap rashid
yang suka bertangguh. Meskipun bahan telah dihantar awal, Rashid lewat
merekodkannya. Kadangkala pembekal menunggu agak lama.
Satu hari, pembekal tidak sabar dengan tindakan Rashid dan
meninggalkan bahan yang dihantar tanpa direkodkan penerimaan. Raju
yang tidak menyedari keadaan tersebut telah terus mengangkatnya
menggunakan forklift dan menyimpannya.
Mesyuarat jabatan baru ini Rashid telah dimarahi ketua jabatan kerana
memberikan maklumat yang salah pada jab pengeluaran tentang status
penerimaan bahan.
Apakah yang perlu dilakukan oleh Rashid untuk memperbaiki masalah
tersebut
Bincangkan dengan kumpulan anda – 15 minit
The Daily plan
When To do it ?
Plan at the end of the previous day. This allow you to tidy up the
loose end and focus on tomorrow’s priorities

Or
Alternatively you can also plan at the beginning of the day,
allowing you to focus on the day ahead, before getting involve
with the details. This may also allow you to plan the day either to
share some of the work with others or to delegate to your
subordinates accordingly.
How to control interruptions
An interruption is only an interruption IF it is something
that stops or hinders by breaking in on some continuity
or other such as writing report or carrying out an
interview

However you must ABLE to control it otherwise it is

goodbye to your “To Do List” for the rest of the day..
Dealing with interruptions
• Set a time limit to stick to such interruption. Say I’m going to
spend only 5 minutes.
• arrange to meet other person’s office
• Avoid small talk when you are busy
• Focus and serious to those that you have planned
• Get them to the point. Don’t be afraid to interrupt the
interrupter, asking them – what is the problem ? What is the
purpose of the call ?
• Be ruthless with time but gracious with people. Give them
your full attention. Listen well. Be firmed but friendly and
helpful.
• Have a clock available where visitors can see it and don’t
be afraid to glance at the clock a few times. Explain about
your next appointment.
 STEPS ON TIME MANAGEMENT
1. List goals 3. Make To Do List 5. Have a scheduler
or Planner

2. Prioritize 4. Do it now
 How To Prioritize your work
Urgent and Urgent But Not
Important Important

Important but not Not Urgent and not

Urgent important
WE DID NOT PLAN
TO FAIL..
WE FAIL TO PLAN !!
SIX LETTER CROSS OUT
Copy down this row of letter : BSAINXLEATNTEARS
Cross six letters from the line so that it become one
common English word

5 Minutes
EMOTIONAL INTELLIGENCE

•IT IS NOT YOUR IQ

•IT IS NOT EVEN A NUMBER
•BUT IT MAY BE THE BEST PREDICTOR OF SUCCESS IN LIFE
REDEFINING WHAT IS MEAN TO BE SMART
Emotions have never been completely welcome in our work
lives. Most of us have traditionally been conditioned to leave
emotions “at homes”.
And yet most of us believe that emotions are fundamental
part of who we are and working with others.

According to Peter Salovey – pioneer in EI said : Emotions

tell you to run away when you’re afraid, to fight when you’re
angry and to mate when you’re happy”
“ YOU CAN BUY A PERSON’S HAND
BUT YOU CAN’T BUY HIS HEART,
HIS HEART IS WHERE HI ENTHUSIASM
AND LOYALTY IS”

STEPHEN COVEY.
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 CASE STUDY – MANAGING EMOTION
Diana is an executive where part of her job function required her
to prepare monthly report for the board meeting. However most
of the information that she need came from various managers.
Few of the managers are involve in site activities and very
seldom they are in the office.
Every month, Diana will face difficulties in getting all the
information from this group. End-up the report always completed
last minutes. Even though several reminder, follow up and dead
line given, it doesn’t help. Sometime the directors are
complaining that they received the report late and could not
gone through all the details.
The MD is not happy and wish Diana to solve this problem once
for all. Diana send a nasty email to all managers and scolded
them Did Diana do the correct way, If not What shall Diana do
then .. Pls advice

(15 minutes
WHEN WE FEEL EMOTIONAL REACTIONS TO SITUATIONS,
WE DON’T ALWAYS REALIZE WHAT IS BEHIND THAT
REACTION. IT IS IMPORTANT TO STOP AND ASK
YOURSELF “ WHY DO I FEEL TENSE” AND TO IDENTIFY
THE FEELING BEHIND IT

LETS WRITE DOWN YOUR REACTION TO THE FOLLOWING SITUATIONS:

1. No parking space available
2. All telephone line is busy and you cannot make a call
3. Last minute assignment given to you with a short dead line
4. Being told on Friday that you need to work on weekend
5. Sudden rainstorm and you don’t bring your umbrella

Now in a group, discuss what will be the consequence with all those
emotions ex: I feel frustrated not getting a parking and it spoiled my
mood in the morning meeting.
EI is a type of social intelligence that involve the ability to
monitor one’s own and others’ emotions, to discriminate
among them and to use the information to guide one’s
thinking and action.
Or the simple way to understand is how we and other feel,
why we feel that way and what can be done about it.
..\Selingan\Iklan\stress.wmv
Managing aspects of EI, Involving skills. Skills that need to
practice and take times. There is no pills for emotional
intelligence.
It is on going process
Those 5 process has been distilled into 5 competencies as
follows:
1. Self awareness
2. Self regulation
3. Self Motivation
4. Empathy
5. Effective relationship
• SELF AWARENESS
• Remember that awareness of our emotional state is the
foundation of all EI Skills
• Learn to “tune in” to your emotions – they can give you
valid information about your responses to stressful
situations
• Recognize the importance of your emotions
• SELF REGULATION
• Accept responsibility for choosing your own emotional
responses.
• Learn to “ reframe” stressful situations into ones that
challenging
• Be ware of and “ learn to manage” your own emotional
triggers
•..\Selingan\Iklan\tension.mpeg
• SELF MOTIVATION
• Recognize that emotion affect performance
•Identify your explanatory style when setback strikes resist
asking “ what’s wrong with me” instead ask what can I fix?
• work to achieve “flow state” being in the moment with
work task
• EMPATHY
• Empathy means recognizing and responding appropriately to
the emotion of others
• By expressing empathy you also create empathy in others
• Realize the emotion impact towards the productivity and
safety
• RELATIONSHIP
• Influence and persuade others
• Build consensus and support team goals
• Motivate and inspire yourself and others those goals.
DEVELOPING EFFICIENT
OFFICE ADMINISTRATORS

2nd day program

PRO-ACTIVE VS RE-ACTIVE
Pro-Active
A situation where you can predict the risk and
immediately take necessary action to stop the risk.

Re-active
A situation where the incident had happened and
immediately take a necessary action to prevent it
happen again in future.
Being an effective supporting group, we must
always be pro-active rather than re-active.
Because:
• We able to plan and be prepared
• Less damage and wastage
• Always be sensitive to risk
• Fast response on corrective action an
problem solving
• Able to make a decision or offering some
solution
WHAT IS CREATIVITY ?

1. AN ABILITY
2. AN ATTITUDE
3. A PROCESSS
AN ABILITY
Creativity is the ability to imagine or invent something
new. As we will see below, creativity is not the ability
to create out of nothing (only God can do that), but
the ability to generate new ideas by combining,
changing, or reapplying existing ideas. Some
creative ideas are astonishing and brilliant, while
others are just simple, good, practical ideas that no
one seems to have thought of yet.

..\Selingan\Iklan\CLMB_01528_0029184W_1_.MPEG
An Attitude.
Creativity is also an attitude: the ability to accept change and
newness, a willingness to play with ideas and possibilities, a
flexibility of outlook, the habit of enjoying the good, while
looking for ways to improve it.
We are socialized into accepting only a small number of
permitted or normal things, like chocolate-covered
strawberries, for example. The creative person realizes that
there are other possibilities, like peanut butter and banana
sandwiches, or chocolate-covered prunes.
A Process.
Creative people work hard and continually to improve ideas and
solutions, by making gradual alterations and refinements to
their works. Contrary to the mythology surrounding creativity,
very, very few works of creative excellence are produced with
a single stroke of brilliance or in a frenzy of rapid activity.
Much closer to the real truth are the stories of companies who
had to take the invention away from the inventor in order to
market it because the inventor would have kept on tweaking it
and fiddling with it, always trying to make it a little better.
The creative person knows that there is always room for
improvement.
..\Selingan\Iklan\lipat baju.asf
How does creativity link with our
performance as a supporting
group ?

1. Generating ideas
2. Problem solving
 Generate Ideas

Evolution.
This is the method of incremental improvement. New ideas stem
from other ideas, new solutions from previous ones, the new ones
slightly improved over the old ones. Many of the very
sophisticated things we enjoy today developed through a long
period of constant incrementation. Making something a little
better here, a little better there gradually makes it something a
lot better--even entirely different from the original.

Synthesis.
With this method, two or more existing ideas are combined into a
third, new idea. Combining the ideas of a magazine and an
audio tape gives the idea of a magazine you can listen to, one
useful for blind people or freeway commuters.
OFFICE INTERPERSONAL
SKILLS
 OFFICE INTERPERSONAL SKILLS

 Developing positive self image

 Positive in appearance
Dressing, neat and tidy
 Positive in way of communicating
Using positive words
 Positive in behavior
Way of action, react and etc
 Developing positive relationship
 Transparent
 As a team member offer a solution or
assistance rather than pink-point
 Practice a win-win situation
 Knowing SWOT
Strength, weaknesses, Opportunity and
threat
- Building TRUST
 TRUST TRAPS
 Making assumptions
 Breaking promises
 Covering yourself
 Spreading rumors
 By passing people
To build trust, one thing I’ll start doing is:

____________________________
____________________________
____________________________
 To keep trust strong, one thing I’ll stop doing is:

____________________________
____________________________
____________________________
 TRUST TECHNIQUES
 Share thoughts, feeling and rationale
 Make commitments, you can keep
 Admit mistakes
 Request and accept feedback
 Test Assumption
 Building TRUST
 Complete the task within time frame
 Be responsible
 Make it success
 Sincere plus initiative
 No hidden agenda and do not think of
yourself only ( KIASU)
 Group discussion
 Share with us 5 situation in your
organization in which had damaging the
trust among the employees
 From your group opinion suggest how can
those situation being improve

 10 minutes
DEVELOPING EFFICIENT &
PROACTIVE OFFICE
ADMINISTRATORS
C:\My Documents\training module\MENGENAL WATAK.pps

By TIMES Management Training Sdn Bhd

 COMMUNICATION STYLE
 ELEMENT OF COMMUNICATION

Sender------message-------receiver
 Barriers to Communication

1. Hearing what we expect to hear

Past experience leads us to expect to
hear the same message in similar
circumstances .. Komunikasi1.pps

2. Ignoring information that conflict with

what we “know”
3. Evaluating the source – extract / interpret
meaning by sender
 Differing Perception
 Words that mean different things to
different people
 Say the word “Oh” to communicate the
following :
 Surprise,
Anger, Pleasure
 Understanding, disappointment
 To Overcome the barrier
 Use feedback – 2 ways communication
- Able to confirm understanding drawing object.pps
 Use face-face communication – do not go
through many people in sending message
bola ahmad.pps

 Be sensitive to receiver’s world

 Be aware of symbolic meaning. If possible
straight to the point and cut it short.
 Use Direct simple language as long as the
receive could understand clearly our
message
 10 ways of effective communication
1. Seek to clarify your ideas before communicating
2. Examine the true purpose of communication.
3. Consider the situation, human setting whenever
you communicate
4. Consult be others – be prepared
5. Be mindful – tone, content of message, timing and
etc.
6. Follow-up with your communication
7. Use body language to assist
8. Do not dominant the conversation
9. Eye contact – to let receiver’s know that we are
communicating with he/she
10. Don’t “mumble” or have something in mouth while
talking
 Selecting a communication channel

 In selecting the communication channel,

you have to look at:
Objective, who is the receiver, urgency,
confidentiality, whether it is for reading,
approval or announcement and etc.
 Communicating with Guest

 Represent the Company

 Polite, friendly and focus on the point
communicated
 Do not explore something not related to you or
company confidentiality.
 Communicating with superior
 Formal and respect
 Short but straight to the point
 Share achievement rather than failure
 Discuss problem with some solution
 Body language usage
 Using your body language in assisting your
communication with others especially during
briefing, meeting, presentation and etc.
 Understanding receiver’s body language in
order to ensure the understanding such as
eyes, face or hand gestures etc.
 ..\Selingan\Iklan\Baby Scanning.asf
 ..\Selingan\Iklan\drag-race.wmv
Discussion

Identify 5 communications problem in your work

place, share it with the team and on your team
point of view what are the action can be taken to
solve the problem.

Discuss – 10 minutes
Communications TP.pps
WRAP UP
1. Exercise 2 ways communication
2. Check understanding
3. Use body language
4. Use simple language and straight to the point
5. Be a good listener
OFFICE PRODUCTIVITY
AND IMPROVEMENT
 Productivity and quality defined

 What do you understand about

productivity?
 Input + Process = Output ( Productivity)
 Input = All human and non-human resources
 John Kendriks defined productivity as a
relation ship between output and the
utilization of human and non-human
resources.
 QUALITY HAS BEEN DEFINED THAT
STANDARD THAT MEET CUSTOMER
EXPECTATION
 IT DOES NOT LIMIT TO ONLY
PRODUCTS BUT ALSO SERVICES
 QUALITY COMPLIANCE IS
EVERYBODY
RESPONSIBILITY
 Both productivity and quality are interrelated.
There are many activities introduced by
company to increase productivity such as Total
Preventive Maintenance (TPM) to reduce
downtime, to increase competencies, to
upgrade knowledge and skills, apply kaizen and
cost improvement as well as proper techniques
on problem solving.
 For quality, they are programs like 7QC tools, 5S,
QCC, ISO 9000 and etc.
 As an efficient office administrator, you should
not only management skills but you must also
focus on increasing productivity and quality.
 CONTINUOS
IMPROVEMENT /
KAIZEN
KAIZEN is a Japanese word meaning gradual,
orderly, continuous improvement. The KAIZEN
Business strategy involves everyone in an
organization working together to make
improvements without large capital investment
KAIZEN is also a culture of sustained continuous improvement
focusing on eliminating waste in all systems and processes of an
organization

THE KAIZEN APPROACH

•Create waste – free systems and procedures:
• Define clear leadership initiatives
•Sustain a culture of unrelenting continuous improvement
•Quick product change - over
 BASIC TIPS FOR KAIZEN ACTIVITIES
• Discard conventional fixed idea
• Think of how to do it, not it cannot be done.
• Do not make excuses. Start by questioning current practices
• Do not seek perfection. Do it right away even if for only 50%
of target
• Correct it right away, if you make mistake
Ask “WHY” five times and seek root causes

Piping straw
SOME NEGATIVE RESPONDENT
• I am too busy to study it
• It’s good idea, but the timing is too early
• It is not in the budget
• Theory is different from practice
• Let someone else think about it
• I know the result even if we don’t do it
WHY DO YOU NEED KAIZEN ?
WHY BIG ORGANIZATION BELIEVE IN KAIZEN ?
The answer is .. Business and world economy is changing
everyday. The changes make our competition more
competitive. If we do not work out a strategy plan to be
ahead of our competitor and we do not ready for changes
and improvement.. We will not survive..
KAIZEN is a needs for our organization to keep on
surviving
 Cost Reduction Management
 Cost improvement define as a steps and
action being taken to spend wisely only to the
organization needs
 In the other hand how can you improve your
cost by getting the same service or quality
Majority of the company will focus on improving cost as a
part of their strategic action. Cost improvement normally
involve :
Overhead cost such as overtime, number of manpower
Stationery cost, utility cost, material cost ( for
manufacturing), Transportation cost, spare parts and
maintenance cost, uniform, hostel and etc.
Some ways of improving cost:
Energy save, paperless, using rough paper,
Maximise manpower utilisation, plan your work to reduce
OT and work smart, Negotiate with vendors on cost
reduction, TPM, 5S, Maximised tranport seating
arrangement, replace new uniform when only torn or
damage, out sourcing certain function if necessary…
 Profitability
 It was defined as the clean income that the
company made after minus away all the
related overhead cost and cost of operations
which also inclusive tax.
 In related to the cost improvement, the saving
that we have made, shall gave a positive
impact to the profit
BUILDING A CULTURE

• Encourage suggestion and recognised good suggestion.

• Incorporate as one of KPI
• Create the awarness thru checklist, email signature,
poster and etc.
• Identifying areas where creating high expenses and look
into “how could you do think better or different than
what you are doing now with the same cost.
Did you ever think about this question
..
• Are you the only player in the market ?
• What will the competitor think about you ?
• What will the competitor do to be ahead of you ?
• Why the handphone and IT industries change their
product so frequent ?
• Why there is a “Globalization” , “AFTA” and etc ?
• Will the economy stagnant and did not change ?
• When is our last economic crisis and when is next ?
• Will there anymore war, disaster and etc ?
Discussion

Why do you think it is important to build cost

conscious culture in your organization. List down 3
reason and lets discuss

10 minutes
OFFICE SYSTEM
CONTROL
Planning office System and create Procedures
1. Office system consist of swipe card or the access
machine, alarm, cctv, suitable software to be used such
as SAP, MRP and etc.
2. Establish a Policy and Procedure ( P&P) in which some
company produced employee handbook as a
reference for all terms and conditions entitlement.
3. Develop organization standard Job description, salary
structure for easy reference and no dispute
Developing an employee handbook
Handbook is a summary of all policy and procedures
concerning terms and condition. It should consist the
following:
1. Front page : the declaration
2. Employee grade /category
3. All terms and condition I.e leave, medical, insurance,
retirement age, long service and etc
4. Other benefit such as mileage, outstation allow and
arrangement,overseas and etc.
5. Grievance handling and procedure
6. List of misconduct and disciplinary action
Creating a Job description .

The purpose:

1. As a guide line on the performance

2. Use as a reference for recruitment
3. Use to determine the competencies gaps and training
needs.
hrJOB DESCRIPTION.xls
 FILING AND RECORDS MANAGEMENT

 Forms management
Latest trend on the form management is on
the paper less environment.
 Form was designed to record/captured
certain data for certain activities.
 The data normally being used for trace ability
or analysis
 However, it is a part of effective administrator
function to manage all the form being used in
systematic manner.
 The needs for form to be design,
reviewed and implemented shall based
on the purpose of record, value or risk
of asset/ people or activity.
 Sometime too many form will also
create a negative impact on the
effectiveness
 Importance of record keeping

 To track past record for reference,

decision, guidance and etc.
 To have written document evident.
 To proof on action being taken, decision
being made, P&L, expenses and etc.
 Principle of Record keeping

 Must be kept in a file, diskette and etc.

 Should be label ( indicate date, type of
data, person in-charge)
 To authorize certain level of staff to
access on certain record.
 Easy to locate and traceable
 Group discussion

Now a days with the latest technology, do current

method of filing are still relevant because it create a
lot of space and even sometime required to rent a
container, warehouse or other office lot just to keep
your old filing.

Is there any other ways ?

 Essential of Good record keeping

 Proper filing system

 Using proper type of file
 Kept in proper cabinet/equipment
 Filing system and cabinet system
should be match
 Record which the retention period was
expired should be moved away to
create space.
 Filing System
 Alphabet System. – It is according to the 1st
alphabet of the subject.
 Advantage : Easier to collect information for small
office.
 Disadvantage: difficult for similar name/subject
 Numbering system – set a number for a filing
 Advantage : You can use filing number as
reference number.
 Disadvantage : Take time to locate because you
need to have a log book to trace.
1 2 3 4 5 6 7 8 9 10 11 12

•Dapat dicari dalam30 saat

•Bila dilabel mudah dikesan
•Menggunakan warna

1 2 3 4 5 6 7 8 9 10 11 12 1 2 3 4 5 6 7 8 9 10 11 12
51
 Subject System – filing based on subject
 Subject –numbering system – combination of
subject and numbering which easier to
access. No limitation and can be extend if the
record increase.
 Or can use subject/activity/date system
 All file must be registered to a master list
which consist of location, retention period etc.
 Movement of such file should use a log book.
 For confidential file should be using a
confidential sticker / chop and kept at
restricted area.
 Retention Period
 This is important to comply with legal
requirement such as In-come tax, Labor,
audit & accountant firm, custom and
immigration, ISO quality system and etc.
 The objective is for reference or evident.
 During the retention period, file cannot be
destroy
1 2 3 4 5 6 7 8 9 101112

•Suasana tersusun
•Menjadi lebih kems
•Tiada barang di lantai
 Office system control
 It is being defined as an operation which
involve routine/ repetition activities such as
payroll system, personal file management
and etc.
 The system is being determined to:
 Smooth administration
 Less manpower and easy to control
 Easy to train new staff
 Make your work more simple and effective
 Planning Office System
 In creating an effective office system,
proper planning need to be carried out
considering:
 The work load
 Manpower scale
 Improvement towards productivity and
quality
 Equipment capabilities
81
PROBLEM SOLVING
Every problem has only one solution (or one right
answer). The goal of problem solving is to solve the
problem, and most problems can be solved in any
number of ways. If you discover a solution that works,
it is a good solution. There may be other solutions
thought of by other people, but that doesn't make
your solution wrong. What is THE solution to putting
words on paper? Fountain pen, ball point, pencil,
marker, typewriter, printer, Xerox machine, printing
press?
The best answer/solution/method has already been
found. Look at the history of any solution set and you'll
see that improvements, new solutions, new right
answers, are always being found.
Problem solving using a 5-step process:

1. Describe the situation and define the problem,

2. Confirm the actual causes,
3. Evaluating the potential solution
4. Take action based on the solution
5. Monitor the result

Or
Plan Do Check Action. PDCA
 Problem Analysis

 Describe Problem
 State and specify the problem after the
brain storming
 Confirm the actual Causes
 Use knowledge and experience to zoom in
against all possible causes
 Test The possible causes
 Confirm True cause
Evaluating the Potential Solutions
• List down all potential solutions and gathered all data.
• Evaluate the advantages and disadvantages and identify
consequences
• Generate alternatives

Take Action based on Solutions

• Once you have make the decision on which solution need
to take, take the necessary action.

Monitor the result of each action.

• Result should be monitor to ensure the effectiveness of
such solution
 PROBLEM SOLVING
Mastura merupakan pekerja di syarikat electronics sebagai seorang Pembantu
Pentadbiran. Dia baru berkhidmat hampir 6 tahun. Seminggu yang lalu,
Mastura mendapat Ketua Jabatan yang baru. Mastura yang telah lama bekerja
merasakan beliau telah buat yang terbaik dan puas hati dengan tugas
“routine”nya.
Walaubagaimanapun, Bos baru Mastura sering membuat beberapa perubahan
dan meminta Mastura menyiapkan kerja lebih pantas contohnya kalau sebelum
ini Mastura mengambil masa 8 hari untuk menyediakan gaji ( Payroll), Beliau
mahu Mastura pendekkan kepada 5 hari. Menurutnya, Mastura punya 3 rakan
yang lain yang turut membantu. Malangya Bos Mastura tidak tahu bahawa
hanya seorang sahaja yang benar-benar cekap kerana 2 lagi masih baru dan
kadangkala sukar memberikan kerjasama antara sesama mereka. Sistem
Payroll yang digunakan adalah secara manual dan hanya menggunakan
Microsoft Excel sedanglan mereka mempunyai 1000 pekerja.

Apa masalah Mastura sebenar, bolehkah Mastura melakukan perubahan ?

(15 minit)
 PROBLEM SOLVING TOOLS
 There are many techniques of problem
solving such as :
 Brain storming
 Mind mapping
 Fish bone technique
 Brain Storming
 This is the technique where you throw all
kinds of data to analyst the problem
 List treats and opportunities
 Identifying concerns that require action or
directly impact you
 Ask question: what deviation do we have
 What choice we face, What do we have to do
 Mind Mapping
 Using a diagram in the middle as a brain /
mind and expand the line on all possible
data of identifying, analyst trend and
providing solution.
 EXAMPLE OF MIND MAPPING
Poor Record Keeping

A proper cabinet No proper log book at

other department to
trace

responsibility
File misplaced

Need to follow-up

Send reminder
CREATE A MIND MAPPING IN SOLVING THE
FOLLOWING PROBLEMS:

CUSTOMER COMPLAINT
ON DELIVERY/ COUNTER SERVICE

SHORTAGE OF RAW MATERIAL FROM

DOMESTIC SUPPLIER
 Fishbone Techniques
 This technique was form by a Japanese
name Ichikawa.
 Something similar like mind mapping but
there are using fishbone to develop info
FISH BONE CONCEPT
C:\My Documents\coffee1.pps
DOES THIS SOUND FAMILIAR…

Boss is chasing on deadline.. We've got an important call to make,

but we're waiting for one more piece of information that was
promised to us two hours ago. We have meeting to attend. There's
never enough time. There are so many things to do and so little time
in which to get them done. Reports are due. Project deadlines are
coming up. A major client hasn't paid your latest invoice and there
are bills to be paid next week. Stress is closing in on all of us. Stress
is affecting not only the way we do business, but our bodily health
at the same time. While we can't make stress go completely away,
there are some things we can do to reduce our stress levels and
make us happier and more productive, which reduces our stress
levels and makes . . . and so on and so on.
 Stress Management
 Understand your mind, body and soul
 Working life cycle is consist of various scenario. We should
be able to know how to use our mind, aware against our
physical and spiritual weaknesses and strength.
 This is important on how we could handled stress in proper
manner because we the only one who knows better about
ourself.
 Stress
 Stress being define as a pressure against your mind
and emotional which lead to become angry, tense,
sad or frustration.
 A minimum level of pressure is good for us to keep
on performing.
 Too much pressure could
affect our health
 Identifying causes of stress
 Too many sudden changes can be a main
cause of stress.
 Stress could also cause by our way of life
such as to much smoking, anything related to
caffeine and alcohol and no exercise.
 However here are some other causes that we
could look into
 Overcoming stress
 Control your way of life
 Plan for your daily activity. Do different
thing on different days
 Plan for future and do not look at mistake
or failure.
 Stop smoking and take less caffeine drinks.
 Do exercise at least
20 minutes and 3 days a week.
 Change the way we are thinking
 Identify the thinking habit and get rid the negative thinking
and at the same time develop positive thinking.
 Learn to look things in different view in order to understand
the rationale
 Share your thought and feeling with close friend in order to
release the pressure
 Encourage to write down your thinking to analyst
 Take a break
 Immediately take a short break.
 Relax and breath slowly
 If necessary take a walk and look something green or take
short nap.
 Take a long shower or go for body massage
 Go for holidays
 Action Plan for high energy leaving

 Practice good / simple exercise

consistently.
 Take good balance on food combination
 Do not do thing last minutes/ have a
proper plan
 Start you day in the morning with a good
mission statement
 Always be positive
"As health problems go, heart disease,
diabetes, cancer and obesity get all the
limelight. But we should pay just as much
attention to another serious health issue:
stress."

STAR, May 26, 2003

STRESS-FREE TIP # 1

WHEN IN DOUBT,
ASK.

You can’t solve a problem

if you don’t know what
is it.
STRESS-FREE TIP # 2

WATCH WHERE
YOU’RE GOING.

Setting clear objectives

and directions could
save you from potential
pitfalls.
STRESS-FREE TIP # 3

AVOID RUMOUR-
MONGERING.

Loose lips sink ships.

And it could be the boat
you’re on.
STRESS-FREE TIP # 4

THINK POSITIVE.

Work hard but work

smart.
Where possible, delegate.
Share your positivity,
it’s contagious.
STRESS-FREE TIP # 5

GIVE YOURSELF
SOME SPACE.

When you’re up against the wall,

stop.
Take a deep breath or go for a
walk.
Some fresh air will do you a lot
of good.
STRESS-FREE TIP # 6

BREAK AWAY FROM

ROUTINES.

Take a different road to work

tomorrow.
You never know what you may
find.
STRESS-FREE TIP # 7

SPEAK YOUR MIND.

If you have something to say,

say it.
Keeping frustrations to yourself
X will do you more harm than
good.
STRESS-FREE TIP # 8

RELAX.
PUT YOUR FEET UP.

Stop every now and then

and smell the roses.
Be proud of what you’ve done.
STRESS-FREE TIP # 9

FREE YOUR MIND.

Think outside the box

and you won’t paint
yourself into a corner.
STRESS-FREE TIP # 10

MULTI-TASK.

Juggle your time well and

you’ll end up with enough
time
for both work and play.
STRESS-FREE TIP # 11

PLAN AHEAD.

Learn from your mistakes.

Make full use of what you’ve
learnt to avoid going round
in circles.
STRESS-FREE TIP # 12

CHILL OUT.

When the pressure starts to rise,

don’t get cooked. Let off some
steam with a few games of
tennis or golf.
Discuss in a group and List down 3
common situation at your work place
that created stress and how you
manage it

10 minutes
STRESS FREE TIPS
 Cut out the coffee, hot chocolate, and soft drinks -
Caffeine can cause anxiety and make things more
stressful. So, you might want to limit your trips to
Starbuck's when you are suffering from stress.
Keep toys on your desk - My wife used to keep
"Transformers" near the phone. Transformers were plastic
robots that changed their shape depending on which way
your turned them and moved their body parts. She played
with them while she was on the phone. It gave her
something physical to do and mental at the same time,
and helped reduce anxiety.
 STRESS FREE TIPS
 Write down your stressful situation - By putting your
thoughts down on paper (or in the computer) you can transfer
your emotions from your mind to something more tangible.
After you're done with the writing you can crumble up the paper
and throw it away, or light a match to it and let your troubles go
up in smoke.

 Exercise - I have a "Thigh Master" that I use to exercise my

upper body and my thighs when I've been hunched over a desk for
too long. Getting away from the desk and exercising for just a
couple minutes can reduced stress remarkably. If you can get away
for a walk, that's even better. Think about pleasant thoughts and
not about your problems -- that helps, also.
 STRESS FREE TIPS
 Get some oxygen into your body by breathing deeply - Headache expert Dr.
Jeffrey Finnegan in his book Life Beyond Headaches says that one of the main
keys to a healthy body is getting oxygen, which we can't do if we're all slumped
over and stressful. Take a few minutes and close your eyes and breathe deeply
and slowly. I like to tell myself that with each outgoing breath I am becoming
calmer and less worried and stressed. If you can stop and breathe deeply for ten
minutes a couple times a day, you can reduce your stress dramatically.
"Breathing becomes short and shallow when we start stressing out," says Deborah
Johnson, Ed.D, an assistant professor at Baylor University in Waco, Texas. "The
quickest way to break this tension loop is to start drawing air deeply into your
lungs, which allows oxygen to flow throughout the body. You should feel a
difference almost immediately."
-- from Soothe your stress spots, Fitness, November 1998
 STRESS FREE TIPS

 Eat a sweet - When you're feeling really stressed, take a minute

and eat a bite or two of candy (watch out for chocolate, which has
caffeine in it). Researchers have found that stress levels go down
when we consume sugars.
 Make yourself at home - Personalize your workspace. Surround
yourself with photographs of home, posters from favorite movies or
plants and flowers. The familiar, homey-objects, help relax tensions.
 Drink some orange juice - Scientists have discovered that vitamin
C can reduce the production of stress hormones. Eat an orange, drink
some juice, take a 200 mg. supplement, or eat other foods rich in
vitamin C like broccoli, Brussels sprouts, cabbage, cauliflower,
tomatoes, peppers, potatoes, strawberries, grapefruit and cantaloupe.
STRESS FREE TIPS

 Sing a song - This tip does double duty, music and singing
relaxes the body, AND by singing you breathe more deeply.
Depending on your voice, however, you might create more
stress from the people around you.

Watch a funny video - Laughter like singing gets more

oxygen into our lungs, so watch something that gives you some
belly laughs. Dr. Hj.Fadzilah Kamsah says the essence of humor
is anticipation and payoff. Just like reducing stress.
C:\My Documents\My Videos\door_1.asf
C:\My Documents\My Videos\pinguin_.mpg
CASE STUDY
HASHIM WAS A HEAVY SMOKER. RECENTLY HE HAD BEEN WORKING
VERY HARD . FOR THE PAST 3 MONTHS HE HAD BEEN WORKING
EVERYDAYS EVEN DURING WEEKEND AND NO RESTDAY AT ALL,
BECAUSE OF OUTPUT COMMITMENT. AT THE SAME TIME THE
MACHINE BREAKDOWN ARE QUITE OFTEN. LATELY THERE IS
ARGUMENT BETWEEN HASHIM AND ONE OF THE ENGINEERING
TECHNICIAN WHICH END-UP WITH BIG ARGUMENT. HASHIM HAS
BEEN CALLED BY HIS SUPERIOR AND GIVEN A WARNING. HASHIM
BANG AT THE TABLE AND GOING BACK TO HIS WORK STATION.
WHEN HE RETURN HE SAW THERE IS A LOT OF REJECT AND HIS
SUBORDINATES WAS HAVING A MEETING WITH QA TEAM. WITHOUT
KNOWING THE ACTUAL STATUS HE JUMPED INTO CONCLUSION AND
SHOUTED AT HIS SUBORDINATE. HASHIM HAD CREATED A LOT OF
DAMAGE NOT ONLY AT HIS PERFORMANCE, CREDIBILITY AS A
LEADER BUT ALSO TO HIS TEAM MEMBERS.

What actually happen to him and he could solve the issue. Please
advise
ANOTHER STEPS IN MANAGING STRESS
IS TO BE POSITIVE ESPESCIALLY ON
ATTITUDE, BUILDING RELATIONS WITH
OTHERS AND TO BE ALWAYS
MOTIVATED.
 COMPLIMENTS
 Ever notice how good you feel when you
give a compliment?
 Even if people are awkward in receiving
them, they appreciate them.
 When we make it a habit to GIVE genuine
compliments, we’ll always be looking out
for the good in people.
 This is a part of being positive
 Two NegativeTraps
We postpone our positive- “ I’ll be positive
when....”( When the bonus is paid off, when
we go for training in Genting, Phuket or
Hawaii, when I find a better job...)
We look back to the past and say, “If I have
known today was going to be so competitive,
I would have been positive yesterday.”
Positive is not a when - Positive is a now.
 Work!
 Lots of people will tell you , “I’ll be happier
if my job was easier.” But when work gets
easier, they quit, and look for another
challenge.
 The truth is, we love challenge. Let’s stop
kidding ourselves! Nearly every job is
repetitious.
 Often, the secret to enjoying a job is not
to change your job but to change your
attitude.
 Law of Progress
Everything has ups and downs - nothing travels
in straight lines. This applies to your own
progress in any project. Keep your eye on
your target, keep putting in the effort and you
reach your target despite the ups and downs.
Successful people realise that they reach their
goals by continuously correcting. We get off
course, correct, and get back on course.
Ships do it. Rockets and missiles do it.
Correct. Correct. Correct.
The key of being positive is not
that you never get upset, frustrated
or irritated.
It is how quickly you decide to
snap out of it.
List down 3 new knowledge that you
have gained from this course which
you can apply to your daily jobs
 FROM NOW ON.. LETS DO SOMETHING NEW AS A
PART OF KAIZEN TO OURSELVES

“ If you want to change

the action, you have to
change your thinking”
– Zig Ziglar
Learning Point..

 I hear, I forget
 I See, I remember
 I Do, I Understand