Leadership is the abilities to excel as though no limits to your capabilities

TASK ORIENTED RELATIONSHIP ORIENTED

Leader Makes Decision,Announces Decision

Leader Presents Ideas,Ask For Question

Leader Present Problem,Get Suggestion,Makes Decision

Leader PermitsSubordinate To Function

Within LimitsSet By Leader

LeadershipDominant

FollowerDominant

Use of Authority By the Leader Area of Freedom for

Subordinates

Initiative Verses Responsibility

Join my friends…

Let’s learn and have

Fun !!!

ENHANCING CUSTOMER SERVICE @ WORKPLACE

ENHANCING CUSTOMER SERVICE@ WORKPLACE

Courtesy, Caring, and Willingness to Serve

It is clearly your advantage in creating a loyal customer and frequent user, as wellas increasing sales and profits

ENHANCING CUSTOMER SERVICE @ WORKPLACE

THE GAP MODEL

Enhancing Customer Service @ Workplace - P A R T 2

STRATEGIES FOR WIN - WIN

“I am convinced that nothing we do is more important than hiring and

developing people. At the end of the day you bet on people, not on

strategies.”LARRY BOSSIDY

STRATEGIES FOR WIN - WIN

INTRODUCTION

BEFORE

Negotiation

Preparing for the negation

Know your goals.

Set floor and ceiling of each points.

Know your authority limits.

Fix a meeting

DURING

NegotiationGenerating the best deal

for you.

Communicate directly to concerned stakeholder.

Let them speak first.

Setting wins conditions of the other party.

Be trust worthy.

AFTER

Negotiation

Nothing should be considered as a full

and final in any agreement.

Analyze

the negotiation.

The negotiation strategies can be classify in three

chronological steps – Before, During and After.

RESPONDING TO CONFLICT

RESPONDING TO CONFLICT… like porcupines, people prick and injure one another if they get too close; they will

feel cold if they get too far apart.Sigmund Freud

RESPONDING TO CONFLICT

“I am not interested in power for power's sake, but I'm interested inpower that is moral, that is right and that is good.”

An American Clergyman, Activist And Prominent Leader In The African-American Civil Rights Movement

In 1964, King became the youngest person to receive the Nobel Peace Prize for his work to end racial segregation and racialdiscrimination through civil disobedience and other non-violent means. By the time of his death in 1968, he had refocused hisefforts on ending poverty and opposing the Vietnam War, both from a religious perspective. King was assassinated on April 4,1968, in Memphis, Tennessee. He was posthumously awarded the Presidential Medal of Freedom in 1977 and CongressionalGold Medal in 2004; Martin Luther King, Jr. Day was established as a U.S. national holiday in 1986.

Martin Luther King, Jr.

EFFECTIVE COACHING & MOTIVATION FOR SALES

WRAP-UPOPTIONSGOAL REALITY CIRCLE OF MOTIVATION

TIME MANAGEMENT

Lost wealth may be replaced by industry, lost knowledge by study, lost health by temperance

or medicine, but lost time is gone

forever.SAMUEL SMILES

TIME MANAGEMENT

Mind maps are used to • Generate,

• Visualize,

• Structure,

• Classify Ideas,

As an aid in • Study,

• Organization,

• Problem Solving,

• Decision Making,

• Writing.

B C L S T R A I N I N G

C H E S T C o p y r i g h t 2 0 1 0

BASIC CARDIAC L IFE SUPPORT

Copyright @ 2006 SINGAPORE WORKFORCE DEVELOPMENT AGENCY

WSQ Advance Certification In Community and Social Services

ACCSS ( Student Care ) – CU Code CS-SP-304C-1

S T U D E N T C A R E

C O M P E T E N C Y U N I T

PLAN, IMPLEMENT and SUPERVISESTUDENT ACADEMIC WORK

We are HERE..!!!