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8 Critical Skills of a successful Manager
  • Overview
  • Objectives & Outline
  • Methodology
  • Participant Profile
  • Trainer
  • Overview
    PROGRAMME DETAILS

    DATE

    7 - 8 August 2019

    TIME

    9:00 AM – 5:00 PM

    VENUE

    Asian Banking School
    This programme will provide the foundational skills to perform effectively as a manager and to succeed in their roles. Participants will work through the key areas of management from motivating the team, setting direction, delegating, communicating, to performance management and coaching. Through guided role play, exercises and practice sessions, participants will discover how to adjust their management style and perform at their best.
    LEARNING LEVEL
    Intermediate
    PROGRAMME FEE

    AICB MEMBER

    MYR

    2,500*

    / PAX

    NON-MEMBER

    MYR

    3,000*

    / PAX

    *Subject to 6% Service Tax

  • Objectives & Outline
    LEARNING OBJECTIVES
    By the end of the programme, participants will be able to:
    • Identify the 8 critical skills of a successful manager
    • Describe the importance of the 8 critical skills for effective team management
    • Apply the 8 critical skills to maximise team performance
    PROGRAMME OUTLINE
    Introduction
    • What is management?
    • Leading, managing and developing 
    • The 8 critical skills of a manager

    Direction and Results
    • Setting realistic objective, goals and targets
    • Developing the key components of a successful action plan
    • Communication of the direction and expected result

    Hiring the Right Person
    • Understand what you want
    • SARA for interviewing behaviours
    • The best candidate or the right candidate

    Delegation of Work
    • The importance of delegating the right job for the right individual at the right time
    • Understanding the advantages and disadvantages of delegation
    • Deciding on how to delegate effectively

    Empowerment to the People
    • Planning and the approach to participative action planning
    • Understanding empowerment and its dimensions
    • The 6 Approaches in developing empowerment

    Motivation and Supportive Communication
    • Motivation principles, attitudes and behaviours
    • Principles of supportive communication and its importance
    • The various communication styles to support

    Performance Management for Success
    • Communication of objectives and KPI
    • Telling the subordinates the specific behaviours expected
    • Breaking the KPI for ease of understanding

    Conflict Management
    • Managing interpersonal conflict
    • Implementing strategies to handle conflict
    • Administering discipline in urgent situations

    Developing People
    • Manager and supervisor as the role model and mentor
    • Encouraging continual learning and personal improvement
    • Training and coaching as a way to move forward
  • Methodology

    Instructor-led training sessions, presentations and group discussions, and role play
  • Participant Profile
    Team managers in contact centres
  • Trainer

    Brenda Marshall

    Brenda Marshall first joined Scicom (MSC) Berhad in 2006 as Vice President of Scicom (Academy) Sdn Bhd, spearheading its business opportunities and the development of customised training solutions and services for both internal and external clientele. She left the Academy in 2009 and joined AirAsia Academy as Head of Studies. In 2012, she was moved to head up the Training and Development department of AirAsia Berhad where she was responsible for the learning and development initiatives across the company. In this role, she also worked on rolling out AirAsia's project to implement e-learning across the Group.

    She subsequently rejoined Scicom Academy in August 2014 and is Senior Vice President of their Centre for English Studies, as well as Business and Market Development. She also oversees the Operations and Administrative Department.
    Brenda holds a B.A in Mass Communications, an LLB (University of London) and LLM (University of New South Wales, Australia). She has also completed the University of Cambridge CELTA Programme in English Teaching at RMIT, Melbourne Australia. Brenda has also garnered extensive experience in marketing, advertising and management from her 25 years of service with the New Straits Times Press (Malaysia) Berhad.

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