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Sarah Zahirah bt RazaliAbdul Aziz Ahmad SafianSyakirah
Muhammad Hasif Azizan
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What is positive political skill?Why we choose ASTRO?
Company Background
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Associate Professor of Psychology, Jill Nemiro
Each individual have different agenda, differentcapability towards their job. He also believe thateveryone/ team has different power that make themneed each other
Therefore: Different capability create dynamism incommunication and develop positive political skill thatproduce job success in particular company.
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In this context, political skills are: social intelligence
emotional intelligence
Rather to have intelligence quotient stands alone,social and emotional intelligence are more crucial
in order to have stable job success and toestablish good network at the workplace.
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Islam promote peace and moderation inevery aspect of life.
O you who believe! Eat not up your
property among yourselves in vanities:but let there be amongst you traffic andtrade by mutual good-will: nor kill (ordestroy) yourselves: for verily Allah has
been to you Most Merciful. [Al Qur'an 4:29]Allah has guide us, we only need to follow
those rules
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Many ways to enhance job quality provided do itwholeheartedly. Some of them are : Follow the Sunnah of Rasulullah s.a.w especially
at our work places and be a model to all thosearound us
Self-discipline which is the crucial part.Patience and treat the customers with care.
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Being a team player and a good rolemodel
Motivate employees and have a good
relationship between manager andemployee.
Other than just focus on relationship
between human, Muslims should neverforget to maintain good relationship withALLAH.
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Big companyWell knownHuge in numbers of employees
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ASTRO is owned and operated by MEASAT BroadcastNetwork Systems,
Began operations in 1996 with 22 channels & currentlybroadcasts over 119 pay-TV channels across Malaysia &Brunei.
ASTRO focus on growing and creating innovativeinteractive content has seen exponential growth intransactions through its digital platform.
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BRUNEI Kristal-ASTRO
INDONESIA ASTRO Nusantara
INDIA Sun Direct DTH
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They work in cubicle how they develop
the relationship & PPS
Why focus on Call ServiceCentre?
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NAME OF COMPANY: ASTRO
DEPARTMENT: Call Service Centre
INTERVIEWEE: Raja Fatin Farhana Raja KhalifHR Manager, ASTRO Call Service Centre
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RAJA FATIN FARHANA RAJA KHALIF
Date of birth:18/09/1983
Hometown: AMPANG
Education: MARINE SCIENCE UMS
School: SEK MEN SAINS K SLANGOR
HR Managers Background
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How did you see your employee maintain PPS, despitethe work pressure they face while dealing with thecustomers?
Do you think that by creating a healthy image physically& emotionally is a necessary for each worker & how doesit reflect the image of the company?
Since your job scope require most of your time workingindividually, so, how does the employee at the callservice centre build good relationship among them?
Our Question
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Can you explain the guideline & etiquette to entertain thequestioner entertain the customer in term of greeting thedo and the don'ts & etc.
As a manager, certainly you hold responsibility to guideyour employees, thus, what would you do if problemarise concerning your employees behavior towards thecustomer?
How do you encourage employees in order to achievesjob satisfaction?
Our Question (contd..)
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Maintaining positive political skillspolitical skills involved what is called social intelligence and emotionalintelligence as it distinct from intelligence quotient
Sharing same goalboth of them need to share the goal so that not only theemployers can strive to achieve the mission but also the employees
Creating healthy imageImpression management is often directed towards external aspects
such as voice quality, language, intonation and so on and so forth.Physically and emotionally fit
Good reputation of the company
Building relationshipbuild good relations with relevant others to help one at works in
attaining several goals in the job fieldto help one accomplish ones work, to achieve high performance, togain support for ones actions, to gain more influence over others, andto attain career success
Team player
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Guidelines and etiquetteGreetings customers politely
Efficiency to resolve customers problems within the timeframegiven
Positive attitude towards serving customers ; response
Manager power to resolve problemHave a good leadership
a good leader can lead the team members towards the success and achievingthe goals
Good in communication
Provide show cause letter to explain what and why it went wrong
Encouraging job satisfactionEvaluationself assessment, peer feedback, client feedback
Reward
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Dealing with human (esp Customer) needmore PPS, because they are different withproduct..
Product: ObjectiveHuman: Subjective
1) Colleagues (see them directly)
2) Customer
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