Course Outline

Module 1: Personal Effectiveness and Competences

• Understanding the competence model: skills, behaviors, values
• Assessing personal strengths and areas for improvement
• Managing time: handling requests and conflicting priorities
• Creating action plans for personal effectiveness
• Case Study: Develop a personal action plan

Module 2: Team Working and Communication

• Exploring team roles and effective collaboration
• Mastering briefing skills: giving and receiving information
• Organizing and participating in productive meetings
• Taking notes, minutes, and managing follow-ups
• Case Study: Conduct a mock team meeting

Module 3: Managing Relationships

• Delegation: giving and receiving tasks effectively
• Building communication and listening skills
• Handling conflict, assertiveness, and difficult personalities
• Providing constructive criticism and feedback
• Case Study: Resolve a workplace conflict scenario

Module 4: Time and Desk Management

• Managing interruptions and setting priorities
• Optimizing office layout and ergonomics
• Writing effective reports, letters, and emails
• Using email and office technology efficiently
• Case Study: Draft a professional email and report

Module 5: Staff Performance and Action Planning

• Understanding dimensions of staff performance
• Techniques for motivation and appraisal
• Coaching and on-the-job training skills
• Developing action plans for team improvement
• Case Study: Create a staff performance improvement plan