COMPETENCY WHEEL - ipa.gov.bn · Justeru para pemimpin organisasi sedar bahawa peranan pasukan dalam organisasi masing-masing menjadi begitu penting. Pergabungan tenaga, idea, kemahiran

COMPETENCY WHEEL

Creativity and InnovationThinking Capabilities

Customer ServiceSelf-Effectiveness

Work Ethics and Integrity

Strategic Management •Self-Leadership • Leadership •

Change • Policy •Organisational Development

• Quality Management • Interpersonal Skill • Customer

Service • Human Resource Management • General

Management • ICT

Team BuildingInterpersonal Skill

Public RelationCustomer Service

SpeakingListeningWriting

Human Resource Management

12th Second Echelon

KERJA BERPASUKANOD2101

PengenalanOrganisasi ditempat kerja terus berkembang. Justeru para pemimpin organisasi sedar bahawa peranan pasukan dalam organisasi masing-masing menjadi begitu penting. Pergabungan tenaga, idea, kemahiran dan pengetahuan secara kolektif diperlukan untuk menangani sebarang masalah organisasi oleh pemimpin.

Pasukan memainkan peranan penting di dalam setiap organisasi. Ini adalah kerana pasukan mempunyai banyak kelebihan daripada individu secara perseorangan. Kelebihan begitu ketara dari segi pengalaman, kemahiran, perolehan maklumat, pembahagian kerja dan pengembelingan tenaga.

Hasil PembelajaranDiakhir bengkel ini peserta akan dapat:• Menyedaribahawasetiaporangadalah penting dalam mana-mana organisasi.• Memahamibagaimana,personaliti,gender dan budaya mempengaruhi pemikiran, emosi dan stail pembelajaran.• MembangunPelanTindakanDiriuntuk memastikan Satu Pasukan Kerja yang Berkesan dapat diwujudkan.

Kandungan• DefinasiPasukandanKerjaBerpasukan v Kerja Berpasukan yang berprestasi tinggi v Perbezaan antara Satu Kumpulan dengan Satu Pasukan • Perananawdadanpasukan v Peranan awda• KepentinganKerjaBerpasukandalam Organisasi v Ciri-ciri pasukan yang berkesan v Pasukan yang kreatif v Kompetensi Kerja Berpasukan v Mengagihkan kerja dan peranan

WORKING WITH AN EFFECTIVE TEAMOD2102

OverviewWorking in a team demands consideration and effort. Successful team members understand and continually practice the appropriate team process. This course covers these processes and how to match them with your own team role preference to ensure the success of your team.

• Kepelbagaiandalampasukan v Kenapa kita berbeza dalam berfikir v Bekerja dengan orang Lain v Pengaruh Personaliti, Gender dan Budaya dalam berfikir • TeknikBerkomunikasidanmenghadapi Konflik• KepimpinandalanKerjaBerpasukandan Membentuk Kumpulan Dinamik• PelanPembangunanDiri(Personal DevelopmentActionPlan(PDAP)

Jangkamasa3hari2malam(34.5jam))

Metodologi• Ceramah• Perbincangan• Demonstrasi• KerjaKumpulan

Kumpulan SasaranBahagianII(B2),III,IVdanV

BahasaBahasa Melayu/Bahasa Inggeris

TEAM BUILDINGLearning OutcomeAs a result of this program, participants should be able to:• Experienceandsavourmembershipofa successfully performing team• Identifyandapplytheirownteamrole preferences• Diagnosethedevelopmentlevelofthe team and act accordingly• Participateandagreeuponteam performance goals and objectives• Influencethebehaviorofpeoplewithinthe team• Understandanddealappropriatelywith member behaviour• Communicatetoobtaincommitmentto team goals• Createanactionplanforchangesinteam performance

Contents• Teamexercise• Teamrolepreferences• Levelsofteamdevelopment• Performancegoalsandobjectives• LeadershipandInfluence• Relationshipandbehaviour• Teamcommunicationsandcommitment• Actionplanforchange

Duration2Days(13hours)

Methodology• Lecture• Demonstration• CaseStudy• RolePlay• IndividualandGroupExercise

Participant ProfileDivision II

LanguageEnglish/Malay

TEAM LEARNINGOD2105

OverviewTeam learning is the process of working collectively to achieve a common objective in agroup. In the learningorganisationcontext,team members tend to share knowledge and complement each other’s skills. If there is no commitment and effort from team members then working and learning from team work may fail. This is why teams should be given free will to act especially in the Learning Organisation context.

Learning OutcomeAt the end of the course, the participant would be able to:• Understandtheimportantofateaminan organisation• Adaptanduseappropriatecharacteristics/ model to become successful team• Understandthekeyconceptsofteaml earning

Contents• Whatisateam• Definitionandtheimportanceofateam• Characteristicsofsuccessfulteams• Basicconceptsofteamlearning• HowteamperformanddifferinLearning Organisation• ThedisciplinesofTeamLearning• Conflictsanddefensiveroutines• Teampracticesinanorganisation• TeamlearningVs.TeamBuilding

Duration2days(13hours)

Methodology• Lecture• Discussion• CaseStudy• Interaction

Participant ProfileDivision I, II dan III

LanguageEnglish

PEOPLE PEOPLE

54

EMOTIONAL INTELLIGENCE STRATEGIESOD2201

OverviewEmotional intelligence (EQ) is the abilityto tap into your emotions and use them to make your life better. Being in touch with your feelings allows you to manage stress levels and communicate effectively with other people, two skills that enhance your life both personallyandprofessionally.UnlikeIQ,whichremainsconstantthroughoutyourlife,EQcanbe developed and honed over time

Learning OutcomeBy the end of the program, participants will be able to:• Understandthenatureandtheories underlyingEmotionalIntelligence(EI).• DefinethevariousEIcompetenciesand identify areas for improvement as needed. • Identifytheirpersonalstrengthsandblind spots revealed through self-assessments. Determine the impact of different leadership styles and their associated competencies on organisational climate.

ContentsEmotional Intelligence Strategies for Success - Interpersonal Skills and Self Development

EmotionalIntelligence(EI)• Definition,TheoriesandModels• Intelligence:Intrapersonaland Interpersonal• EmotionalIntelligenceDefined• EmotionalQuotient(EQ)versus IntelligenceQuotient(IQ)• ResearchFindings• FrameworkofEICompetencies

Self-Awareness and Self-Management: The CornerstonesofEI• Self-Assessment• ScoringandInterpretationofResults• ASelf-AssessmentofEI

The Conceptual Model• TheCompetencyFramework

TheCompetenciesofEI• DefinitionsandReal-LifeExamples• CoreQuestions,UnderlyingBehaviors, and Tips for ImprovementEmpathy:ACriticalEICompetency• DefinitionandExamples• EmpathyandActiveListening• ThePersonalListeningProfile:Determining Your Most Preferred Approach to Listening

EICompetenciesandLeadershipStyles• ThePowerofLeaders• CorrelationBetweenEICompetencies, Styles, Climate and Results• OrganisationalClimate:TheSix Components

Leadership Styles• TheSixStyles• WhenBesttoUseEachStyle• ImpactofStylesonClimate

Duration5days(32.5hours)

Methodology• Lecture• Demonstration• CaseStudy• RolePlay• IndividualandGroupExercise

Participant ProfileDivisionI(Group)andII(B3)

LanguageEnglish

FUNDAMENTAL OF NEGOTIATIONS CC2225

OverviewEveryone actually negotiates informally allthe time without even being aware of it. We negotiate with family, friends, co-workers and even with our bosses on many common issues or things without realizing it. We only realize we are negotiating when it is important and hassomelastingimpact.Formalnegotiationisaskillthatcanbelearnedthroughexperienceand practice. People who negotiate more tend to be better skilled at it than people who have not participated in many formal negotiations.

Thus, experienced people are more likely toknow what to say, when to say it, when to make concessions, when not to, what to concede, what not to, and, in general manipulating the situation to their own advantage. Forthis reason, negotiation tends to favour the experienced party. This course will helpparticipants develop their negotiation skills in managing formal negotiations.

Learning Outcome• Understandthetypesandphasesof negotiations• Analyseotherpeopleandtrytoseefrom their own point of view in negotiations• Identifyandutilizeyourownpersonal negotiation style

Contents• Understandingdifferenttypesof negotiation• Definingyourpersonalnegotiationstyle• Usingyourownpersonalnegotiationstyle• Importanceofcommunicationin Negotiations• Phasesofnegotiation: v Preparations • Knowingwhoyouarenegotiating with • Readingotherpeople • Seeingotherpointsofview

INTERPERSONAL SKILL

v Bargaining • Negotiateupwardsanddownwards • Knowingyourbottomline • Knowingwhattogiveawayand when to be firm • Dealingwithhiddenagendas v Closing the deal


Methodology• Lecture• Discussion• Interaction• Demonstration• RolePlay

Participant ProfileDivisionII(B2)andIII


MANAGING CONFLICT CC2227

OverviewIt is difficult to avoid conflict at the workplace; there will always be conflict. Conflict occurs between team members, between those of different teams and departments, between management and lower level staff and between the front-line and the external environment(theclient/customer).This3dayscoursewilltackle conflict and provide participants with a toolbox of skills for reducing,managing andnegotiating conflict.

PEOPLE PEOPLE

76

Learning Outcome• Understandingwhatconflictisandwhyit occurs• Abletoworkwithdifficultpeopleindifficult situations• Identifyfactorsthatcreateconflictsinthe workplace• Understandthebehaviourofapersonand how it can affect others• Usespecificcommunicationskillsthatwill help control difficult situations

Contents• Definingconflict v Negative effects of conflict v Types of conflict v Stages of conflict• Internalandexternalfactorsleadingto conflict• Dealingwithconflict v Usinghonestyandagreement v Turning arguments into discussions v Ways to minimise and handle conflict v Feedingthesolutionnottheproblem• Roleofcommunicationinconflict resolution v Usingempathy v Actively listening and responding v Body language• Workingwithdifficultpeopleandsituations


Methodology• Lecture• Discussion• Interaction• CaseStudy



ESSENTIAL INFLUENCING AT THE WORKPLACE CC2229

OverviewLeaders must be able to achieve results through others. Leaders should also be able to inspire others within the organization with vision, empower them to take ownership and make the vision a reality. This includes the ability to influence diverse groups and adapt his or her leadership style to differing people and organization needs. As a leader, you are required to influence people almost all of the time. It may be in the form of gaining support, inspiring others, persuading other people to become your champions, engaging someone’s imagination, creating relationships and motivating employees. Whatever form it takes, being an excellent influencermakes your jobmuch simpler.

Learning OutcomeAt the end of the course, participants will be able to:• Define“influence”andunderstand the differences between responsibility, accountability, authority, and power • Identifytheirpreferredstyleofinfluencing others and determine the effectiveness of that style • Analyzehoworganizationalstructureand culture impacts the ability to influence • Employstrategiestoinfluenceothersinan organization • Dealeffectivelywithchallengingbehaviors to overcome resistance and inertia in others

Contents• InfluenceModel&Strategies v Introduction of different influence approaches v Influence strategies instrument v When and how to use each approach v Analysis of each participant’s influence tendencies • InfluenceandtheOrganization v How the organizational structure and culture impacts influence v Influencing others in an organization

• PowerandAuthority v Definition of power, authority, responsibility, accountability v Self-assessment of participants’ power-oriented behavior v Analysis of real-life power and influence situations• Expandingyoursphereofinfluence v Compensation rather than compromising v Making impactful briefings v Creating the right first impression v Usingpressureratherthancoercion v Usingstatustostayincharge v Understandinggroupdynamics v Providing positive feedback v Make“weaknesses”workforyou


Methodology• Lecture• Discussion• Interaction• Demonstration• Practical



DEALING WITH YOUR BOSS CC2230

OverviewMany people view those that can successfully deal with their bosses as apple polishers and corporate manipulators. However they do not realise that the immediate supervisor, manager or executive has the means to approve ordisapprove key resources, give consent or even provide backing for projects. Many of us also do not know our bosses’ strengths,

weaknesses, goals, work styles, and needs which just add to the miscommunication and tension. Managers mostly don’t realize how much their bosses depend on them. They require feedback in the form of cooperation, reliability, and honesty. Therefore a mutual relationship is required to enhance productivity and foster a harmonious working environment. This course will provide participants with the necessary communication.

Learning OutcomeAt the end of the course, participants will be able to:• Identifyandrecognisetheneedsoftheir immediate superiors• Identifyandutilisetheirsuperiors preferences in communication• Usecommunicationskillstohandle important and highly sensitive conversations• Effectivelydealwithnegativecomments and emotions

Contents• Theimportanceofkeepinggoodrelations with your boss• Thedifferentcommunicationstylesof leaders• Howandwhentocommunicatewithyour boss: v Anticipate questions and responses v Appropriate Timing v Be direct v Other forms of communication besides verbal communication• Communicationstrategies v Body language, eye contact v Controlling emotions and dealing with facts v Understandtheperspectiveofyour leader v Patience in dealing with situations where others prosper with your superiors v Portraying confidence and professionalism• Maintainingtherelationship


PEOPLE PEOPLE

98

Methodology• Lecture• Discussion• Interaction• Demonstration• CaseStudy• RolePlay

Participant ProfileDivision II and III


RevisedMANAGING WORKINGRELATIONS NETWORK CC2231

OverviewA network is a group of like-minded people who work in related fields and have the same objectives set by their agencies. These networks are highly effective in reducing wasted time in the form of questions, research and bureaucracy since one can immediately contact a network and get answers straight away from their contact or are directed to the correct person in that organisation. Networks can be easily managed with the introduction of social media.

Learning OutcomeAt the end of the course, participants will be able to:• Identifytheimportanceofnetworking• Bemoreconfidentinmeetingpeopleand building network• Manageandmaintainnetworksthrough e-mails and social media

Contents• Theimportanceofnetworkingatthe workplace: v What is networking and what makes a great networker?

v In what situations do I want to widen my network and how will I benefit?• Settingyourmindsetfornetworking: v What mindset is most helpful for me when networking? v How can I overcome the barriers that can stop me from successfully networking?• Tacticsinbuildingnetworks: v How can I become even more effective at making initial contacts and building onexistingrelationships? v What practical strategies can boost my ability to connect with people? v How can rapport building and effective listening help me to network? v What process forms the backbone to effective networking?• Maintainingyournetworks: v Keeping in touch v Usinge-mailandsocialmedia v Asking for information and cooperation v Replying to queries• Developinganactionplantostart networking at work


Methodology• Lecture• Discussion• Interaction• RolePlay


LanguageEnglish

PREPARING PRESS RELEASES CC2307

OverviewThe media plays an important role as partners to any organisation as they can help spread important messages and information as a result from public events. However information can easily be misinterpreted and the wrong message may be delivered causing embarrassment for the organisation involved. This course provides the necessary knowledge forEventOrganisers,PublicRelationOfficersor officers involved in Corporate and Public Affairs to prepare official information packets or Press Releases for the media to disseminate correctly. Through press releases, the flow of information can easily be controlled thus safeguarding the organisation’s interests.

Learning OutcomeAt the end of this course, participants will be able to:• Betterunderstandtheneedsofthenews media• Collectimportantfact,figuresandkey messages from an event and• Prepareapressreleaseforthemedia

Contents• Introductiontothepressrelease• Understandingtheneedsofthenews media• Developinggoodrelationswiththelocal media• Formatandattributesofagoodpress release• Draftingapressrelease• Decidingthemainmessage• Usingsimplelanguage• Presentingfactsandfigures


PUBLIC RELATION


Participant ProfilePublic Relations Officer DivisionII(B2)andIIIinvolvedinPublicRelations


CORPORATECOMMUNICATION CC2308

OverviewIn this carefully crafted media leadership curriculum participants will tackle the critical issues facing organizations that seek to blend the power of traditional and digital media. Corporate communication provides professionals the latest skills in communication with a strategic managerial and an analytical approach. It also helps to achieve managerial and supervisory levels in branding, marketing communication, reputation management, advertising management, public affairs, stakeholdermanagement,internalandexternalcommunication.

Learning Outcome• Identifyvariouscommunicationsroles within an organization• Developkeymessagesaccordingtoa specificcontextandsetofobjectives

New

PEOPLE PEOPLE

1110

• Constructarealisticcommunicationsplan• Appreciatehowcommunicationsaffects an organization• Obtainthelatestguidanceinbranding,c orporate communication in marketing, reputation management, advertising management, public affairs, stakeholder management, social media, internal and externalcommunication• Bridgethegapbetweenbusinessand communication

Contents• Whatiscorporatecommunication?• Strategicplanningandmessage development• Creatingamediatoolkit• Storypitchingandmediaplacement techniques(local,nationaland international)• Communicatingdirectlywithkey audiences and stakeholders• Interactiveandsocialmediamarketing communications• Internalandexternalcommunication strategies• Crisiscommunications• Corporateandmarketingpublicrelations• Marketing• Advertisingcreativeandmediastrategy


Methodology• Lecture• Discussion• Interaction• Demonstration• GroupWork• Practical



DEVELOPING EFFECTIVE PUBLIC RELATIONS CC2202

OverviewThe Public Sector has heavily depended on the mass media to convey important messages and information to its customers; mainly the public. As the public becomes more educated and well-traveled, government agencies have to be more aware of what is conveyed to the public. The role of Public Relations officer is to organise the information within the organisation, set up relations with the local media and plan press conferences, media events and road shows in an effort to keep the pubic well informed of the organizations effort and motives.

Learning OutcomeAt the end of this course, participants will be able to:• Buildeffectivenetworkswiththelocal media and other Public Relations Officer• Organiseinformationwithinthe organisation• IntegratePublicRelationsintothePublic Service

Contents• IntroductiontotheroleofPublic Relations: Objectives, Plan and Strategies• AttributesofagoodPROfficer• DevelopingthePR’srolesand responsibilities• Managingtheorganisation’sinformation network• IdentifyinganddevelopingeffectivePR Network v Network with other PR v Making friends with the Media • Settingupnewsconferences,roadshows and media events v Attracting the right news coverage v Giving Media interviews • Monitoringmediacoverage v Monitoring and evaluating of media coverage on organisation v Responding to queries and complaints from the public v Reporting to management• Handlingcrisiscommunication


Methodology• Lecture• Discussion• Interaction• Demonstration• Practical• Visits

Participant ProfileDivisionII(B2)andPublicRelationsOfficer


HANDLING INTERVIEWSAND PRESS CONFERENCES CC2203

OverviewBeing interviewed by the media can be a frightful task. As the representative of an organisation, the outcome of how well the interview went will have an impression on the public and will reflect on the image of the organisation as a whole. Therefore the public relies on these media interviews to evaluate the organisation.

Learning OutcomeAt the end of the course, participants will be able to:• Recognisetheimportanceofthemediaas an opportunity to convey the organisation’s key messages• Differentiatethetypesofinterviewsand craft appropriate answers for each type• Anticipateandidentifythepossible questions from the media and prepare appropriate answers

Revised

Contents• Managingtheorganisation’s communication → Different Course for SS• Understandingtheneedsofthemedia• Themediainterviewasanimportanttool in communication• Thedifferenttypesofinterviewsandpress conferences• Conductoftheintervieworpress conference; setting the ‘ground rules’• Givingmediainterviews• Selectingtherightbackdrop,dressattire andbackground(Staging)• Anticipatingquestionsandcraftingkey messages and answers for different sessions• Portrayinghonestyandtransparency• TheDo’sandDon’tsinhandling Interviews v Translating technical terms into layman terms v Avoiding ‘no comment’• Monitorandevaluatepost-interviews



Participant ProfileDivision I and II


PEOPLE PEOPLE

1312

KEBERKESANAN KOMUNIKASI DENGAN MEDIA TERBARU IT2301

PengenalanKursus 2 hari ini khusus direka untuk mendedahkan kepada peserta mengenai media atau kaedah terbaru didalam meningkatkan keberkesanan komunikasi terutama didalam jabatan kerajaan. Di Jabatan kerajaan berbeza dari syarikat-syarikat swasta mempunyai protokol dan peraturan tersendiri. Kursus ini juga dimuatkan dengan tatacara untuk mengurus penggunaan media baru supaya ia lebih efektif dan bermanfaat.

Hasil PembelajaranDiakhir kursus, peserta akan memperolehi pengetahuan dan kemahiran mengenai:• Menggunakanteknologibarusebagai media dalam berkomunikasi• Menyebarluaskanmaklumatdengan berkesan melalui social media• Meningkatkankesedaranmengenaiimpak teknologi dan ekspektasi pelanggan

Kandungan• Memahamikonsepkomunikasi• Mengetahuikaedahterbarukomunikasi• Memilihdanmenyampaikanmaklumat dengan berkesan• Memahamipengaruhbudayakepada penerimaan media• Perbezaandengan‘oldmedia’• Mengurusrangkaiansocial v Blogging v Emailmarketing v Social network• CabaranpengurusanterhadaptrenICT terkini

Jangkamasa2hari(13jam)

Metodologi• Ceramah• Amali• KajianKes

Kumpulan Sasaran• BahagianI,II,III,IV• PegawaiPerhubunganAwam


Pra-SyaratMempuyai pengetahuan asas penggunaan komputer

KOMUNIKASI BERSAMA PELANGGAN CC2305

OverviewDi antara cabaran-cabaran pihak Kerajaan dalam alaf baru ini adalah peningkatan persepsi orang awam terhadap kualiti perkhidmatan pelanggan yang diberikan. Orang awam membuat perbandingan kualiti perkhidmatan pelanggan di negara-negara lain melalui media massa dan internet dan kini mengharap perkhidmatan yang lebih berkualiti. Oleh itu, pegawai dan kakitangan yang sering berhadapan dengan orang awam perlu meningkatkan lagi mutu perkhidmatan pelanggan yang disampaikan.

Learning OutcomeDi akhir kursus ini, peserta-peserta akan dapat:• Kesedaranmengenaikepentingan perkhidmatan pelanggan dari segi persepsi pelanggan dan orang awam mengenai agensi kerajaan• Memahamicara-caraberkomunikasi dengan berkesan agar dapat memberi layanan yang cekap dan berbudi bahasa • Memantapkanbudibahasadannilaipositif dalam menghadapi cabaran dan tekanan semasa berurusan dengan pelanggan

Contents• Pengenalankepadaperkhidmatan pelanggan yang cemerlang• Perkhidmatankaunteryangcemerlang• Memahamikeperluandansikappelanggan• Membantupelanggansecarapositifdan proaktif• Keperluanmeningkatkanpengetahuan produk atau perkhidmatan organisasi masing-masing• Menanganiaduandaripelangganyang sukar dengan tenang dan positif• Membinabudayakeprihatinanterhadap pelanggan• Etikaketikamenjawabtelefon

CUSTOMER SERVICE

Duration3hari(19.5jam)

Methodology• Ceramah• Perbincangan• Interaksi• Demonstrasi• LatihanAmali• KajianKes

Participant ProfileBahagianIII,IVdanV

LanguageBahasa Melayu

BASIC ENGLISH FOR FRONTLINERSCC2306

OverviewMany front liners have a poor command of the English language because they seldomuse the language. This causes a vicious cycle where front liners lack the confidence in using English while fearing negative feedback.This program aims to break this cycle by encouraging participants to use English atevery opportunity. The participants will learn (or refresh their memory on) some basicgrammar and have a lot of practice speaking English. At the endof the program, theywillbe able to communicate confidently in Basic Englishdespitemakingsomemistakes.

PEOPLE PEOPLE

1514

Learning OutcomeAt the end of the course participants will be able to:• UnderstandtheimportanceofEnglishas part of customer service when dealing w ith customers who do not speak Malay• Identifycommonerrorsmadeby beginners• BemoreconfidentinusingEnglish

Contents• IntroductiontoEnglishattheworkplace (counterservice) v TheneedforEnglish v OvercomingfearofEnglish• SpeakingSpontaneously• ProperGrammar v SubjectVerbAgreement v Simple Tenses v Adjectives; descriptions• CommonPhrases• CommonErrorstoavoid• SimpleEnglishExercise(Revision)at Work


Methodology• Lecture• Interaction• Discussion• CaseStudy• GroupWork• Presentation• RolePlay

Participant ProfileDivisionIVandV

LanguageEnglish

INOVASI PERKHIDMATAN PELANGGAN MELALUI RANGKAIAN MEDIA SOSIAL IT3509

PengenalanKursus 2 hari ini adalah direka khusus untuk meningkatkan perkhidmatan pelanggan menggunakan saluran-saluran berasaskan inovasi teknologi. Sesuai dengan kehendak pelanggan pada masa kini, peserta-peserta akan didedahkan dengan jenis-jenis pelanggan (dalamandan luaran)danbagaimanamerekamenggunakan teknologi untuk berkomunikasi. Pengurusan saluran komunikasi sangat penting untuk memastikan kemudahan yang disediakan dapat dimanfaatkan sepenuhnya dalam mengutamakan pelanggan

Hasil Pembelajaran• Untukmenggunakanpelbagaiplatform teknologi terutama social media dalam meningkatkan perkhidmatan pelanggan• Untukmemahamijenis-jenispelanggan dan menyesuaiakan pendekatan yang digunakan• Meluaskanpengetahuanpelanggan mengenai Jabatan

Kandungan• Memahamikehendakpelangganmasakini• Memahamijenis-jenispelanggandan kesesuaian dengan teknologi yang digunakan• Memenuhikeperluanpelanggandan mencapai matlamat jabatan• Pengurusansocialmedia• Mengoptimapenggunaanteknologi: v Mobile apps v Social media v Cloud data v Web-enabled channel• Meluaskanstrategipemasaran• Peraturandanpolisi• Memahami‘dos’dan‘don’t’• Memantauprestasi

Jangkamasa2hari(13Jam)

Methodologi• Ceramah• Amali/praktikal• Perbincangan• KajianKes

Participant ProfileBahagianII,IIIdanIV

LanguageBahasa Melayu/Bahasa Inggeris

Pra-SyaratMempunyai pengetahuan penggunaan komputer

ASAS KOMUNIKASICC2301

PengenalanKomunikasi merupakan asas kepada perhubungan interpersonal iaitu perhubungan antara seseorang dengan seseorang yang lain. Apabila komunikasi berlaku, ia boleh memberi impak yang besar terhadap perhubungan interpersonal dan begitu juga sebaliknya. Maka untuk mempunyai kemahiran interpersonal yang berkesan memerlukan pengetahuan dan pemahaman beberapa elemen-elemen yang boleh mempengaruhi proses komunikasi.

Hasil PembelajaranDi akhir kursus ini, peserta-peserta akan dapat:• Meningkatkankesedarantentang pentingnya kemahiran komunikasi dan interpersonal yang baik untuk kemajuan organisasi• Memahamiproseskomunikasidan implikasi terhadap keberkesanan pengurusan• Mendedahkanpesertakepadateknik berkomunikasi di peringkat individu dan kumpulan

SPEAKING

Kandungan• Pentingnyakomunikasidalampengurusan organisasi• Membinakemahiraninterpersonal dikalangan kakitangan• Proseskomunikasi• Jenis-jeniskomunikasi v Komunikasilisan&bukanlisan v Komunikasi asertif, agresif dan pasif v Komunikasi tulisan• Strategidalamberkomunikasi• Halangan-halangandalamkomunikasi• Memberidanmenerimakritikan

Jangkamasa3hari(19.5jam)

Metodologi• Ceramah• Perbincangan• Demonstrasi• KajianKes

Kumpulan SasaranBahagianIII,IVdanV

BahasaBahasa Melayu

PEOPLE PEOPLE

1716

PENYAMPAIAN BERKESAN CC2302

PengenalanKemahiran berucap boleh dipupuk dan diasah melalui proses pembelajaran, pendedahan dan amalan, dengan panduan dan bimbingan dari pengucap-pengucap yang terlatih dalam bidang ini. Akan tetapi ramai yang berfikiran sebaliknya dan merasakan kemahiran ini adalah semulajadi dan tidak boleh dipelajari. Ringkasnya, setiap individu yang normal boleh menjadi seorang pengucap yang berkesan sekiranya diberi peluang mengendalikan kemahiran-kemahiran yang disampaikan secara lebih terperinci dan sistematik.

Hasil PembelajaranDi akhir kursus ini, peserta-peserta akan dapat:• Mendedahkanpesertakepadateoridan teknik penyampaian berkesan• Meningkatkankemahirandankeyakinan diri semasa memberi penyampaian

Kandungan• Pandanganorangramaiterhadap komunikasi di khalayak ramai • Kepentingankemahiranpenyampaian berkesan dalam organisasi• Faktor-faktormemberipenyampaianyang berkesan v Mengawal Diri Sendiri• Mengawalkegugupan• Keterampilandiri v Mengawal Audiens• Mengenaliaudiens• Menarikperhatian• Teknikmempengaruhiaudiens v Mengawal Bahan Penyampaian• Merangkapenyampaianmengikutmasa• Memastikanbahanrelevandengan matlamat penyampaian• Penggunaanalatbantupandangdengar (AudoVisual)denganbetul• Menggunakan’MicrosoftPowerPoint’ dalam membantu menyampaikan data secara berkesan• Menanganimasalahdalampenyampaian


Metodologi• Ceramah• Perbincangan• LatihanAmali• Demonstrasi• KajianKes

Kumpulan SasaranBahagianII(B2)danIII

BahasaBahasa Melayu

PUBLIC SPEAKING: BE A CONFIDENT AUTHENTICSPEAKER QUICKLY AND EASILY CC2303

OverviewPublic speaking is much more than delivering informationtoalargegroupofaudience.Unlikegiving presentations which have been prepared beforehand, there will be occasions when you are asked to give a welcoming speech, a toast or to present an award. Since the opportunity to speak in front of a small or large group of audience can happen to anyone at anytime, it is an essential skill for public figures to acquire.

Learning OutcomeAt the end of this course, participants will be able to:• Analysethesituationandgiveimpromptu speeches relevant to the occasion• Understandandrecallbasicprotocol,stage etiquette and podium management

Contents• Introductiontopublicspeaking• Understandingthegenreofvariousspecial occasions• Analysingtheoccasionandaudience

Revised

• Quickmethodstoprepareashortspeech• Speakingoffthecuff(Impromptu)• Managingnervousnessandbuilding personal confidence• Displayingconfidencethroughexpression, gestures and body language• Usingstoriesandhumor• Avoidingcommonspeechfaults• Self-Evaluation



Participant ProfileDivision I and II


EFFECTIVE COMMUNICATION CC2304

OverviewIn today’s organization communication plays a vital role in keeping the organization together. It has been found that managers and supervisors spend as much as 80% of their working days engaged in some form of communication, speaking, listening to others, writing to and influencing others. The whole process of communication must be considered an area which is crucial to an organizations success and in which the individual plays a central role.

Learning OutcomeAt the end of this two days workshop, participants should be able to:

• Demonstrateskillstocommunicate confidently• Createeffectivewaystodealwithdifficult situations• Establishownbehaviourtoenhance working relationships

Contents• Aprocessmodelofcommunication• Enhancingtheflowofcommunication• Improvingyourverbalandnon-verbal communication• Communicationnetworks• Improvingcommunicationonthejob• Improvingyourinfluencingtechniques• Creativecommunicationmethods• Howothersperceiveourcommunication style


Methodology• Lecture• IndividualandGroupActivities• CaseStudy• Demonstration• RolePlay


LanguageEnglish

PEOPLE PEOPLE

1918

MENDENGAR UNTUK DIDENGAR (LISTENING SKILLS) CC2350

PengenalanSeringkali terjadi apabila arahan yang diterima tidak dapat dilaksanakan seperti yang diarahkan. Adakah kesilapan terjadi daripada yang memberi arahan atau yang menerima arahan? Kursus ini menumpukan kepada aspek Komunikasi melalui Kemahiran Mendengar yang berkesan. Kemahiran Mendengar juga memainkan peranan dalam memperbaiki komunikasi dipejabat apabila maklumat yang diterima dapat diterjemahkan dengan betul.

Hasil Pembelajaran• Menggunapakaiteknik-teknikkemahiran mendengar • Dapatmeningkatkankemahiran interpersonal• Mengurangkankesilapantugasanapabila menerima atau memberi arahan dengan tepat• Dapatmengatasikonflikditempatkerja dan memudahkan delegasi tugas

Kandungan• Memahamiperbezaanmendengardan pendengaran• Memperbaikiperilakukomunikasidengan pelbagai gaya• Tatacaramengutarkansoalan• Kesilapanyangseringterjadididalam mendengar• Memahamikesan-kesannon-verbal communication• Memahamikepentingankomponenproses mendengar


LISTENING

Metodologi• Ceramah• Perbincangan• Demonstrasi• LatihanAmali

Kumpulan SasaranBahagian II dan III

BahasaBahasa Melayu

TATACARA PERSURATANRASMI CC2326

PengenalanSurat-menyurat merupakan proses yang lumrah dalam pengurusan dan pentadbiran seharian Perkhidmatan Awam kerana persuratan adalah salah satu alat perhubungan utama di antara sebuah Jabatan / Kementerian dengan Jabatan / Kementerian lain; Jabatan / Kementeriandenganorangramai(awam)danorang ramai dengan Jabatan / Kementerian. Penggunaan jenis-jenis persuratan yang betul perlu diselaraskan dan senantiasa diikuti mengikut panduan Tatacara Perhubungan Persuratan Dalam Sistem Berkementerian yang telah ditetapkan melalui Surat-Surat Keliling Jabatan Perdana Menteri Bil. 4/1985dan Bil. 15/1987. Demikian juga kekeliruandalam penyediaan beberapa bentuk borang surat rasmi dan kesalahan-kesalahan umum dalam format penulisan termasuk dari segi penggunaan kata-kata dan ungkapan-ungkapan bahasa yang sesuai perlu diatasi. Kesilapan dan kesalahan yang sering dilakukan dalam penulisan surat rasmi boleh menjejaskan imej sesebuah Kementerian atau Jabatan itu.

Hasil Pembelajaran• Meningkatkan pengetahuan tentang format surat rasmi yang digunakan di dalam Perkhidmatan Awam

TEKNIK MENULIS LAPORAN DAN KERTAS KERJA CC2325

PengenalanPenyampaian laporan secara lisan dan bertulis sering berlaku di dalam bidang pengurusan dan adalah salah satu cara utama bagi pihak pengurusan atasan untuk mencapai keputusan. Kursus ini boleh membantu peserta meningkatkan kemahiran dalam menyediakan berbagai jenis laporan dan kertas kerja dengan berkesan dan mencapai matlamat yang dihasratkan.

Hasil PembelajaranDi akhir kursus ini peserta-peserta akan dapat:• Mengenaliformatdanstrukturlaporan yang betul• Menyediakanberbagaijenislaporandan kertas kerja

Kandungan• Pengenalanlaporandankertaskerja• Keperluanlaporandankertaskerjadalam pengurusan• Cabarandalammenulisdanmembaca laporan• Akibatlaporantidakbersistematik• Persediaanawalmenulislaporan• Pengumpulandata• Teknikmenulislaporandankertaskerja• Formatlaporandankertaskerja• Kesalahanumum


Metodologi• Ceramah• Perbincangan• Interaksi• Demonstrasi• LatihanAmali• KajianKes

WRITING

Kemaskini

Kumpulan SasaranBahagianII(B2)danIII


PEOPLE PEOPLE

2120

• Meningkatkankemahirantentangtatacara penggunaan jenis-jenis surat rasmi yang betul• Membaikibeberapakesilapandan kesilapan umum yang sering dilakukan semasa menulis surat rasmi

Kandungan• PengenalanPersuratanRasmiKerajaan• Ciri-CiridalamFormatSuratRasmi• Penggunaanungkapankhususdalam Surat Rasmi• Teknik/KaedahPenulisan• Kesalahan-kesalahanumum• TatacaraPerhubunganPersuratandalam Sistem Berkementerian• GayadanTatabahasayangbetul• Terasul(BahasaPenggantiDiri)


Metodologi• Ceramah• Perbincangan• AktivitiKumpulan• KajianKes

Kumpulan SasaranBahagianII,IIIdanIV

BahasaBahasa Melayu

EFFECTIVE SPEECH WRITING CC2327

OverviewWhat makes a memorable speech? What are the processes involved? For the uninitiated,speech writing may seem like a daunting task. Researching the subject matter; structuring your messages; and using the appropriate language are some of the techniques for

writing effective speeches. Also, having a better understanding of your target audience is also crucial so that the intentions of the speech itself will appeal to your audience and create greater rapport between speaker and audience.

Learning OutcomeAt the end of this course, participants will be able to:• Draftspeechesthatareabletoclearly deliver the intentions of the speaker to the audience• Useappropriatelanguagetoattractyour audience

Contents• Introductiontoagoodspeechwriting• Identifyanddefineobjectivesofthe speech• Analysingthetargetaudience• Gatheringinformationandrelevant research• Drawingouttheoutlineofaspeech• Usingappropriatelanguagetopersuadeor convince• WritinginthestyleoftheSpeaker• Techniquesinspeechwriting



Participant ProfileDivisionI(Group)andII


WORK GROUP DYNAMIC FORMATION MS2201

OverviewThe course aims to equip the participants with better understanding and experience ongroup dynamics and social skills and give tools to observe and follow group norms and processes.

Learning Outcome• Providingbasicknowledgeofgroup dynamics including phases of group development, emotions, roles in a group, communication, leadership, norms and conflicts and cohesiveness.• Observingthegroupdynamicsinthe workplace includes verbal communication, observing hidden meanings of communication• Providingtoolstomakepositive intervention to the group dynamics• Providingbasicknowledgeofsocial skills via interpersonal skills, group skills and organisational skills• Providingtoolstocreateworkplace climate which support learning social skills• Learntorecogniseourownpowerand weakness as a group leader• Developawarenessandunderstandingof the difference between content and dynamics• Increaseunderstandingoftheimportance of roles, norms and structure• Developthecapacitytothinkaboutthe group ‘as a whole’

ContentsSession One: Definition of Group• Whatisagroup?Whendoesacollection of individuals become a group?• FamilyOriginsofGroups• TheLifeOfGroups• GroupDevelopmentAndMaturity

HUMAN RESOURCE MANAGEMENT

Session Two: What is Group Dynamics?• The‘groupasawhole’:Theoryand practice• Dynamicsinyourteamandhowtowork with them• Dynamics‘belowthesurface’• Overtandcovertnormsandroles• Changeprocessesingroups

Session Three: How Groups Behave?• Bion’sTheoryofGroupsthatinfluence group behavior v Basic assumption dependency v Basic assumption fight/flight v Basic assumption pairing• GroupDynamicsActivities• CaseStudyexercises

Session Four: How does a Group learn to work together?• GroupWorkSkills v Interpersonal Skills v Receiving Skills v FeedbackSkills• Learningfromthegroupinthe‘hereand now’• CharacteristicsofAnEffectiveGroup


Methodology• Lecture• CaseStudies• TeamActivities• Discussion

Participant Profile• SupervisorsandManagers• Div3(C1,2,3)• B2

LanguageEnglish

PEOPLE PEOPLE

2322

COACHING SKILLS FOR MANAGERSMS2402

OverviewOne of the key qualities of highly successful managers is their ability to coach effectively. In this session, managers learn how to coach using various tools and techniques which assures any coaching session is remarkably effective and productive to meet current and futureexpectationwithintheworkplace.Italsoincludes knowledge of ethical guidelines in handling difficult coaching situations.

Learning OutcomeBy the end of the course, participants would be able to:• Identifythebasicelementsnecessaryto produce productive coaching results• Developcoachingsteps• Usecoachingmodelsintheworkplace• Discoverhowtocoachdifferent personality types and building trust• Developedpracticalcoachingskillsand tools and how to use them• Practicingvariouscoachingtechniques• Getfamiliarwithvariouscoaching methodologies

Contents• Thestepstocoaching• Coachingtoolsandmethods• Usingeffectivecoachingmodelsand techniques • Coachingasamanagerialstyleand maintaining professionalism• Developingcoachingconversationand building relationship• EthicalGuidelinesandProfessional Standards• Positivepsychologyincoaching• Task-basedcoaching• Coachingfordifferentpersonalitytypes• Identifyingissuesandsettingrealistic goals• Howtogiveandreceivefeedback

DurationThreeDays(19.5hours)

BIMBINGAN DAN KAUNSELINGMS2404

PengenalanKursus ini diadakan adalah bertujuan untuk membantu setiap individu membina kemahiran mereka untuk membantu orang lain. Melalui beberapa proses dan teknik, mereka akan dapat mendalami lebih banyak tentang cara-cara membimbing dan memberi khidmat kaunseling secara lebih berkesan.

Hasil PembelajaranDi akhir kursus ini, peserta-peserta akan dapat:• Memahamiproseskaunselingdan bimbingan secara berkesan• MemahamiProsesmenolongsecara professional• Meningkatkankesedaraantentang pentingnya kemahiran kaunseling dan bimbingan yang baik untuk individu/ pekerja dalam memajukan organisasi• Mengetahuikelebihandankekurangan beberapa pendekatan kaunseling• Memahamimasalah-masalahyang dihadapi dalam proses kaunseling• Mempelajariprinsip-prinsipdanteknik- teknik kaunseling dalam mengatasi masalah individu /pekerja• Menjadipendengaryangbaik

Methodology• Lecture• Discussion• CaseStudy• RolePlay• Demonstration• Interaction


LanguageEnglish

MENTORING IN THE WORKPLACE MS2406

OverviewMentoring in the workplace is a skill-based programexploringtheessentialskillsmentorsneed. Particular attention need to be pay to the skills of non-directive mentoring, where mentors enable mentees to think more for themselves and learn to solve their own problems. This is what mentors find the hardest to do, yet it is where the real benefits lie. It helps team cross-train, transfer knowledge and bring new employee up to speed quickly and efficiently.

Learning OutcomeBy the end of the course, participants would be able to:• Identifymentoringskillsanddevelopment needs and be ready to put your new skills and techniques into practice with immediate results • Approachmentoringinawaythathelps ensure optimum success is achieved in all mentoring relationships • Adoptanempoweringstylewhen developing others • Makeinformedandpracticaldecisions about establishing and developing mentoring that is right for the organisation • Developnewleadershipskillsand opportunities • Strengthengoalorientationinterwoven into team’s culture

Contents• Techniquesformanagingday-to-day interactions • Strategiesforbreakingvastknowledge into manageable chunks • Focusingonthemostimportant information• LeveragingLearningStyles• AssessingKnowledgeTransfer• GivingandGettingfeedback• DevelopinganActionPlan

DurationTwoDays(13hours)

• Bolehmenggunakanteknik-teknikdengan yang teratur dan dapat difahami methodologies

Kandungan• PengenalanBimbingandanKaunseling• TujuanKaunseling• Kaunselingdankepentingannya• Sifat-Sifatkaunselor• Memahamiklienbermasalah• Kemahiran-kemahirandalammenjalankan kaunseling• Proseskaunselingberkesan• Teknik-Teknikdalamproseskaunseling• KaunselingdariPerspektifIslam• Cara-caramengatasiataumenangani tekanan stres

DurationTigaHari(19.5jam)

Metodologi• Ceramah• Perbincangan• PersembahanBerkumpulan• Interaksi• Demonstrasi• Role-Play

Kumpulan SasaranBahagianIIIdanIV

Bahasa Bahasa Melayu/Bahasa Inggeris

PEOPLE PEOPLE

2524

Methodology• Lecture• Discussion• CaseStudy• RolePlay• Demonstration• Interaction

Participant ProfileB2 and Division III

LanguageEnglish

PERFORMANCE COACHING MS2407

OverviewHelping employees perform better is the big missing link in performance management. Many studies have shown that lack of performance feedback explains as much assixty percent of underperformance. There isa big misconception in the workplace among managers that managing people is the same as coaching people.

Managers seem to be good at supervision but not as good in providing feedback, guidance and hands-on training. The good news is that every manager can learn to be a better performance coach.

Learning OutcomeAt the end of the program, participants will be able to:• Discussindividualperformancetargets andexpectations• Provideimmediatecorrectivefeedback• Recogniseimprovement• Correctundesirableworkbehaviours• Conductperformanceappraisalsand discuss individual development

ContentsPerformance Coaching for High Performing Teams• Introduction–whatdowetalkabout?• TheSixCryingQuestions• ThePerformanceCycle• TheFourCoachingRoles• TheTwoKeyprinciples• TheCoachingConversationModel: SOCAR

Skills Application of Performance Coaching• SkillPractice:Discussingperformance expectations• SkillPractice:Givingimmediatecorrective feedback• SkillPractice:Correctingundesirablework behaviours

Duration2Days(13hours)

Methodology• Lectures• Discussion• CaseStudies• RolePlaying

Participant Profile• Middleandseniorlevelmanagers/leaders• HRProfessionals• Group• B3

LanguageEnglish

KEMAHIRAN KAUNSELING (PERINGKAT PERTENGAHAN)MS2408

PengenalanKursus ini adalah bertujuan untuk meningkatkan pengetahuan dan pengalaman para pegawai dan mereka yang terlibat dalam kerja kaunseling sebagai satu cara mengimbangi proses disiplin dan penasihatan kepada mana-mana individu yang menghadapi persoalan kesulitan tingkahlaku, etika dan perkembangan kerjaya di tempat kerja. Dengan dilengkapi ilmu pendekatan psikologi kaunseling ini memudahkan sedikit sebanyak persoalan peribadi dan kerjaya rakan di pejabat dapat ditangani dengan baik oleh mereka yang terlibat.

Hasil PembelajaranDiakhir kursus ini peserta-peserta akan dapat:• Meningkatkankefahamankemahiran proses menolong secara professional;• Meningkatkankesedarantentang pentingnya kemahiran kaunseling yang baik untuk individu/pekerja dalam memajukan organisasi• Mampumewujudkansuasanakerjayang kondusif dan harmoni di dalam organisasi

Contents• Teor-Teori Kaunseling dan kepentingannya v Teori Pemusatan Klien/Insan v Teori Psikoanalitik• Mendalami Konsep dan Kemahiran v Komunikasi Tanpa Lisan v Latihan memerhati v Kemahiran Kesedaran Kendiri v FaktorMenghalangKesedaranKendiri v Latihan Kesedaran Kendiri v Kemahiran Konfrontasi v Latihan kemahiran Konfrontasi v Kemahiran Tingkah Laku Menyertai v Latihan Kemahiran Tingkah Laku Menyertai• Perkembangan Kaunseling Di Tempat Kerja v Perspektif Organisasi

v Masalah Hidup Yang Dilibatkan Ke Tempat Kerja v Masalah Di Tempat Kerja v Titik Permulaan Kaunseling Di Organisasi• Menangani Stress Melalui Kaunseling v Tips Menangani Stres v Pengurusan Stress

Duration4hari(26jam)

Metodologi• Ceramah• Perbincangan• Kajiankes• Role-play

Kumpulan SasaranBahagian II dan III

BahasaBahasa Melayu

Pra-Syarat• PernahmengikutiKursusBimbingandan Kaunseling anjuran IPA atau anjuran mana-mana agensi.• Dilantiksebagaipegawaiyang bertanggungjawab dalam memberikan nasihat di tempat kerja.

PEOPLE PEOPLE

2726

KonvensyenPenyeliaan

Kebangsaan (KPK)

Documents

COMPETENCY WHEEL - ipa.gov.bn · Justeru para pemimpin organisasi sedar bahawa peranan pasukan dalam organisasi masing-masing menjadi begitu penting. Pergabungan tenaga, idea, kemahiran