Easia Training 06 2015

Skills

Improving your working abilityWhy?Everything can be improved

Self-satisfaction is a hindrance to progress

Improving your working ability means enhancing your qualities at work, as well as in your personal lifeFactors of a successful workSmart at work organizing (time management)Skillful in critical thinking & problem solvingSkillful in your field sectorHarmonious communication and interpersonal relationships

To be rememberedIt is easier thought, said than done

Repetition makes excellence

No success without effort1. Communication & interpersonal relationshipTime spent at work represents 50% of ones waking hoursPersonal performance is only half of ones success. The other half depends on skillful communication and harmonious relationship with colleagues & other people you meet at work.Sound communication skills at work is translated into sound communication in ones personal life and vice versa.The three types of tendencies in communication Passivity

Aggressiveness

ManipulationPassivityExamplesDifficult to express ones opinionAfraid of disturbingAfraid of being noticeable Avoiding confrontationDifficult to say categorically yes or noEager to agreeEasy to be abusedPossible CausesLack of confidence in one-selfExcessive fear of being disliked, excessive wanting to be likedLack of critical thinking skillsOver-estimating the negative side of modesty

AggressivenessExamplesBeing insensitive to others feelings and needsTalking more than listeningJudging and blaming othersWanting to be rightCan not bear criticsOverly demanding

Possible causesLack of confidence disguised by over-confidence, InsecurityConvinced by the (wrong) idea that life is a strugglePoor self-protectionLack of self examinationCarried by emotions, lack of awareness.

ManipulationExamplesFlatteryIntimidationCover up ones mistakes or incompetencyUsing cunning strategies to get what one wants.Hiding information for ones own advantagePossible causesFailure to understand that win-win is the best optionExcessive selfishness , lacking of loving-kindness for othersAccumulated habits due to particular childhood situations.

AssertivenessCapable to express honestly & clearly ones own ideas & opinions, Able to listen thoroughly Able to confront disturbing situations & personalityAble to take in critics and consider them objectivelyAble to generate harmonyMental basis for AssertivenessHaving right confidence: everyone has her/his own intrinsic valueGood understanding of one-self, ones own qualities and faultsRespect for others, valuing mutual respect as a basis for sound communicationSincere, valuing sustainable and honest communicationCourageous, not being afraid of mistakesUnderstanding that theres room for growth and progress for everyone Assertiveness - how to develop? Self-examination to understand ones own tendencies in communication. One person may have several tendencies, depending on situations.Investigate the causes. Be truthful to one-selfUnderstand the value of developing assertiveness. Take steps toward changes. Persevere.One step at a time

The six fields of assertiveness Yes : to generate a welcoming, trusting attitude, readiness to get involved.No: to set a sound limit.Require: to ask for help, explanation, or what one deserves.Show and receive signs of appreciation.Express ones dissatisfactionFacing critics, disagreements, blaming, anger, aggressiveness.NegotiationSoft position Tough PositionAssertive NegotiationThe interlocutors are our friendsThe interlocutors are our adversaries The interlocutors are our partnersThe goal is to have everything go smoothlyThe goal is to win at all costThe goal is to reach, in a friendly way, an applicable & sustainable agreement To find compromisesTo ask for concessionsTo separate the relational from the variance of opinionTo trust undiscriminatelyTo distrust othersTo be firm with reaching the goal, while maintaining a good relationshipSoft PositionTough PositionAssertive NegotiationChange position too easily, give in to pressuresMaintain position at all cost, putting pressuresFocus on shared interests, rather than positions, define clear & precise goalsTo make too much concession Stick to position To find out mutual benefits & creative solutions To find a solution that makes everyone happyTo impose an unique solutionTo finalize various solutions2. Critical thinking, problem solving and presentation skillsWhat is critical thinking?The ability to think efficiently & independently, consisting of: + gathering the right information in the proper way + to get to the understanding of some principle of the observed phenomenon, or/& of the link between ideas + to make use of this understanding as a guideline for appropriate & efficient action & behaviorCritical thinking might be used for selfish motives, then it is dangerous. Critical thinking, when used ethically is beneficial for one-self and the community Why we care about critical thinking?Critical thinking is helpful for everything, everyone in life.

Everyone CAN improve their critical thinking skills, in other words, intelligence.

A critical thinker canunderstand the logical connections between ideasidentify the relevance and importance of ideasidentify, construct and evaluate argumentsdetect inconsistencies and common mistakes in reasoningsolve problems systematicallyreflect on the justification of one's own beliefs and values

How to develop it?Always question to get to the bottom of each issue: what, why, how, when, whoDevelop the habit of always investigate thoroughly any received information Develop the habit to detect the links between ideasDevelop the habit of putting things in perspective, seeing from different angles.How to develop it?Dont wait until there is a problem, develop your curiosity and habit of questioningDont rely totally on other peoples answers, find out your owns!Develop the habit to think in terms of cause & effect: what cause leads to what resultEngage in healthy debates &discussions Dont forget the ethical aspect: only what is useful both for you & others should be pursued

Critical thinking is not developed overnight, it is a lifelong work, and it is difficult. But it is worth the time and trouble. It is useful for life and for the brain itself.

Problem solving when it comesBreak the problem into many partsIdentify: + important issue(s) and unimportant ones + repeated patterns and new patterns. + the links between these parts + anticipate obstacles & think ahead of solutions to theseProblem solving - greater picture1. Detect, identify the problem: the sooner the better2. Define the goal & identify the barrier(s)3. Structure the problem & verify the facts: + is the goal realist? + are the barriers real barriers? + try to see the links between key elements4. Looking for possible solutions & implementation5. Monitoring , assessing impact through feedbacks

Presentation skillsIdentifying the ideas, outline them. Consider your audience or listener. Which ones are relevant to them? Which ones need to be stressed? Classifying the ideas as major & minor.Starting by the bigger picture, the contextGoing from major points to minor points, stressing on the connections between them.Checking comprehension: questions & answers

3. Time management The four time consuming factorsMeOthersUnplanified eventsThe CompanyMeInefficient habitsExcessTo get too many people in meetings that are not relevant to themTo send mails to multiple recipients without discriminationCan not come to conclusionDeficitTo be too much on ones own, not getting others involved when it is necessaryNot take part in meetings or gathering that might be helpful.

ExcessBeing too perfectionistSpending too much time in the detailsMissing the great pictureWanting to do everything. Not being able to delegate Forgetting ones physical & mental stateDeficitBeing too frivolous, self-satisfied easilyNot being meticulous enoughMore thinker than doerBeing passive, not taking initiative to be in charge, to be responsible Too affected by ones mood Method of mirroring - requirements Never work alone: Find a partner from another department to work on you time management. Working on your own will not allow you to benefit from the analyze and the mirror effect from your partner.Use your partner as mirror and be a mirror for your partner.

Kindness:Do not judge yourself. Do not judge the others. Do not make fun off the others.Be kind with yourself. Be kind with the others.Be umble and not arrogant.

Type of questions:The mirror teamate needs to ask open questions that will encourage the person to express his concerns and bring his own solutions. No question that would bring an answer by Yes/No.

Management tool about MeFind out how you are at work? => Method of mirroring with a partner. Ask questions: - How is my discipline at work? - How is my organization skills? - How is my sense of great picture? - How is my teamwork skills? - Am I too perfectionist? - Am I proactive? Motivated ? Responsible? - What is my relation with my own state of being?..Some adviceTo know ones own biorythm: To find a good balance between working and relaxingManage ones concentration: difficult, important work should be done at good time when my performance is bestTo know one mental state: when my energy is low, do what I like is easier.To develop maturity: to get over likes and dislikes

The othersTime consuming elementsClients / suppliers visitsAbsence / delaysBad moodMistakesIntrusion of other peopleBad communicationUnstable team Work with administration OtherManagement tool about othersReflect on:

How to classify important visit & unimportant onesHow to prevent unwanted events (mistakes, intrusion, unstable team)How to reach a clear agreement quickly (critical thinking & communication skills)How to say no How to delegate

Try to find the causes of current problem with these, then solutions for them

Some adviceDelegate as much as possible in your professional as well as personal lifeFollow-up while assessing your satisfactionAsk for feedback & deadlines when communicatingBe clear in what you ask & expectAlways ask: is this communication necessary, relevant?The companyTime consuming elements within the companyLack of proceduresProcedures not respectedProcedures not adaptedPositions not well definedResponsibilities not well definedWrong communication channels

Management tool about The companyTeam meeting & try to find out:Do we lack procedures?Do I know clearly my place within the company?Are procedures respected, adaptedAre the communication channels clear & adequate?.Some adviceBe proactive with regard to your own work as well as the company as a whole

Spend time for profitable activities, avoid activities that consume more energy than they generate benefit

Learn to delegate to the proper colleagues as much as possible

Unplanified eventsDeal with the unpredicted eventsImportantUnimportantUrgentWork on itDelegateNot urgentPrepare, planning (need reminder) Unplanified eventsAnticipate: identify usual unplanified events

Think ahead of solutions, back-up optionsPrepare procedures for unplanified events

Deal with unplanified events when they come

The interruptionsInterruptions reduce efficiency.

Interruptions that are avoidable and interruptions that are not. Identify them!

Unnecessary interruptions are a bad habit. Learn to avoid it!How to minimize interruptionsBe the example: I dont interrupt unnecessarily.Gather my activitiesGive complete instructions so that interruptions from my colleagues to get further explanation is minimizedTo be frank & sincere but polite to let others know about their untimely or unnecessary interruptions

Some more management toolsRocksStonesPebblesPersonalFamilyProfessionalAdviceFour golden principles:

PlanningOrganizingDelegatingFollowing -upChoose a day of the week, month, year to make my planning and stick to it.Make use of the diary to relieve my memory.Learn to think in term of prioritiesIn brief, learn to spend more energy prior to the action than during the action it-self, in other words: think the job more than do the job4. Quality follow-up Dealing with problems

When there are problemsIdentify quickly where the problem comes from.If it is due to the companys fault, apologize, explain & offer a solutionIf it is due to a misunderstanding from the clients side, gently explain until it is clear.If the problem needs more time to be identified, apologize, explain briefly about the identification process & offer a deadline for feedbackPreparing your argumentsGet as much information as possible - about the issue/ situation - about your solution/proposal/plan - about the client (situation, character.)

Make sure you understand why it is the best solution/proposal/plan for the clients in the given situation.

ConvincingOnce you have investigated the issue thoroughly, you should have confidence that this is the best solution possible.Clearly expose the situation and all factors involved.Listen carefully any feedback with consideration, clarify any doubt or uncertainty.Be open, honest, considerate & confident.With more tricky clientsKnowing the limit of a reasonable demand

Gently & skillfully show why that is the limit.

Be respectful & understanding, but firm & clear

5.Product assessment

57Product assessment - What All aspects of the product should be assessed: Value: cultural, architectural, historical, visual, human? => the more the betterTiming: length, season, when in the dayFeasibility: how about logistics, mealsCompatibility: with other parts of the tour, in terms of timing, routing, interest58Value: two aspectsExisting as such

Existing but needs to be selected, set up, enhanced

Value- Cutural: the cultural setting of the product: many aspects ethnic, traditional (craft, lifestyle), rural, contemporary . Is it very typical or original? attractive or not?Architectural: any special feature?Historical: any historical value, is it relevant?Visual: scenery how much it is beautiful/original Human: easy contact? How deep can it go ?60Product assessment Who/WhomClients: not for me or my personal taste

What market French speaking? UK, German speaking, Scandinavian, US ? They all have different tastes & interests.

What profile/age?

GRT or FIT?

61Markets comparison - accommodationFrench speaking- order of priority: 1.charming 2.service 3. comfort- home stay: ++++

+ Ex: Intercontinental Hanoi, Pilgrimage Hue, Imperial Hue. English speaking

- order of priority: 1.comfort 2.service 3. charming. - home stay: +++

Depending on clients social class too.

Markets comparison visits & activitiesFrench speaking(absolute value: +++++) + museums: +++ + cultural show/activities: ++++ + outdoor activities (biking, hiking): ++++ + contact with locals: +++++ + adventures (trekking, kayaking): ++++ safety: ++++

English speaking

+ museums: +++ cultural show/activities: ++++ outdoor: ++++++ contact with locals: +++ + adventures: +++++ safety: +++++Markets comparison food & restaurantsFrench speakingImportance: +++++Local food (vs western): ++++Lunch: ++++English speaking+++++++

+++Product assessment - WhyWhy this product should be launched? Anything new, any added value?

Why clients should pick this product ? Putting your-self in the clients shoes to understand their reaction to this productProduct assessment - HowDrawing your conclusion based on previous analysis, sorting out any pros & cos

Presenting the product attractively, being honest with pros & cos

Testing & assessing feedback.