Effective Communication & Interpersonal Skills Hotel Dreamtel Jakarta, 31 Juli – 01 Agustus 2017The Art of Getting Paid “Collection & Control Management” Hotel Ibis Arcadia, 31 Juli – 01 Agustus 2017Payroll Administration System Hotel Ibis Arcadia, 31 Juli – 01 Agustus 2017 Call Us : Eby (Ms.) 08561044530 / 021 – 57932035 e...@marksharetraining.co.id / eby.marksh...@gmail.com www.marksharetraining.co.id if you no longer want to receive this emails, click here to unsubscribe Materi Training :
1. The Power of Interpersonal Skills at Work • What are Interpersonal Skills • The Importance of Effective Communication • Typical Communication Challenges • Effects of Poor Communication • Barriers to Effective Communication • Group Activity 2. Successful Interpersonal Skills • Using the Right Words o What You Say vs How it is Interpreted o What are the Words to Avoid? o Choosing Positive Words • Body Language o Eye Contact o Greeting the Customers o Standing and Sitting Postures o Walking Confidently o Facial Expressions and Gestures 3. Enhancing Your Emotional Quotient • Developing Self Awareness • Managing Emotions • Improving Motivation • Improving Empathy • Improving Social Skills 4. Building Relationships at Work • Building Rapport and Maintaining Relationships • Personality Profiling • Knowing type of personality using “Social Style Tools” • Understanding the Different Personality Traits • How to Handle Different Personalities 5. Influential Communication Dynamics • The 5-Step Process for Influencing Skills • Sharpening Your Influencing Skills • The Four Patterns of Influence • Influencing Different Personality Types 6. Managing Difficult People • Types of Difficult People • Handling Difficult People Professionally • Handling Conflict Tactfully Materi Training : Sesi 1 : PRINCIPLES OF COLLECTION MANAGEMENT Collection / Payment Management adalah Sumber Competitive Advantage, Siklus Kredit, Manajemen Penagihan, Penyebab Pelanggan Gagal Bayar, Identifikasi Dini Gejala Gagal Bayar, Pengelompokan Debitur Menurut, Itikad & Prospek Usaha, Proses Penyehatan Piutang, Strategi Manajemen Penagihan, Organisasi Fungsi Penagihan, Apakah Komposisi Team Anda Sesuai?, Collection Account per Effective Employee, Tujuan Proses Penagihan, Strategi Penagihan berdasarkan Umur, Strategi Penagihan berdasarkan Hasil, Penyelesaian Tagihan Bermasalah, Metode Penagihan Utama, Peran & Tanggung Jawab Seorang Kolektor/Penagih, Praktek Kebijakan Penagihan Sesi 2 : COLLECTION AS CUSTOMER SERVICE Aturan Main Dunia Bisnis, Beragam ‘Pemain Global’ telah Bersaing, Dalam Industri di Indonesia, Kalah dalam Persaingan, Aturan Baru Persaingan, Aturan Baru Bisnis, Keuntungan Utama Pelanggan yang Puas, Mengapa Pelanggan Anda Berhenti?, Mengapa Service Itu Penting?, Ancaman Hukuman UU PK & UU Fidusia, UU Perlindungan Konsumen, Group Assignment/Role Play, Sudut Pandang yang Benar tentang Service, Dampak Sebuah Keluhan, Hal yang dilakukan oleh Collector yang dapat Membuat Kesal/Marah Customer, Prinsip Dasar Kesuksesan Sesi 3 : PSYCHOLOGICAL ASPECTS IN COLLECTION ACTIVITY Dasar Menghadapi Customer, Memahami Manusia, Pola Perilaku Manusia, Dimensi Sosial, Tipologi Prilaku, Motivasi Dasar, Sifat-Sifat Dasar, Teknik Mengenal/Mengidentifikasi Tipe Kepribadian Customer, Body Language. Strategi Komunikasinya Sesi 4 : COMMUNICATION STYLES & PRACTICE IN COLLECTION Strategi Bertemu Customer, Panduan Komunikasi Efektif, Tiru, Buat Nyaman, Pimpin, Role Play: Tipologi, TSP= Tiru, Samakan, Pimpin, Mengapa Emosi Bisa Terpancing?, Perbedaan Fisik Bukan Selalu Tanda Emosi, Role Play 2: Emosional, Pembelajaran, Strategi Bertemu Customer, Mengapa Presentasi, Kegunaan Komunikasi, Faktor Terpenting Komunikasi. Sesi 5 : BASIC TELEPHONE SKILLS IN COLLECTION Tantangan dalam Telecollection, Bagaimana Sudut Pandang Pelanggan., Kelebihan dari Telecollection., Menggunakan Telepon Secara Efektif, Tips Kapan Menelpon, Struktur Telephone Call, Customer Perusahaan vs Individual, Tekankan Pentingnya Reputasi, Mendapatkan Janji Bayar, Mengatasi Keluhan, Mengakhiri Pembicaraan, Aktifitas Kelompok, Prinsip Telepon Sesi 6 : MANAGING IMAGE & IMPRESSION IN TELEPHONE Penyebab Pelanggan Gagal Bayar, Panca Indera Hanyalah Alat Sensor, Bagaimana Otak Berfikir vs Kesan Tercipta, Maksimalkan Kesan, Empati vs Antipati, Prinsip Dasar, Berkomunikasi Secara Empati, Situasi Penagihan, Script Untuk Tiap Strategy, Enam Jalur Utama Informasi Masuk ke Otak, Karakteristik Suara Sangat Menentukan, Teknik Pengaturan Suara, Tipe Gaya Komunikasi Sesi 7 : NEGOTIATION SKILLS IN COLLECTION Apakah Negosiasi Itu?, Alur Negosiasi, Pemahaman Titik-Mula, Merencanakan Sebuah Negosiasi, Langkah-Langkah dalam Proses Negosiasi, Sikap, Cara & Tehnik Komunikasi, Hambatan-Hambatan dalam Melakukan Negosiasi, Tipe Negosiasi, Ragam Situasi Negosiasi, Solusi Terhadap Keluhan Sesi 8 : CONSULTATIVE COLLECTION TECHNIQUES Bernegosiasi Dengan Negosiator yang Tangguh, Cooperative Strategies vs Cooperative Customer, Defensive Strategy vs Defensive Customer, Consultative Collection Techniques, Mengatasi Pelanggan yang Sulit, Tehnik Menghadapi Pelanggan yang Sulit, Menangani Corporate Debitor, Problematika Corporate Debitor, Menghadapi Retail Debitor, Role Play Scenario: Empathy, Latihan : Desk Negotiation, Empat Solusi Utama Materi Training : Definisi kompensasi Metode – metode kompensasi Sistem kompensasi Faktor-faktor yang mempengaruhi penentuan upah. Pedoman penetapan tingkat upah. Struktur dan skala upah ( Matrix Salary ) Komponen gaji, tunjangan dan iuran wajib. Menghitung jumlah gaji. Menghitung upah lembur. Gambaran umum proses – proses dari Payroll Administration System. Tahapan – tahapan penggunaan aplikasi Payroll Administration System, mulai dari membuat database, membuat system absensi otomatis, penentuan penanggalan pembayaran, potongan, simpanan dan angsuran karyawan, membuat master gaji, berbagai tunjangan, lembur sampai dengan pembuatan slip gaji, surat bank, voucher dan hal-hal terkait lainnya. Call Us : Eby (Ms.) 08561044530 / 021 – 57932035 e...@marksharetraining.co.id / eby.marksh...@gmail.com www.marksharetraining.co.id if you no longer want to receive this emails, click here to unsubscribe Other Following Schedule : NOTANGGALJUDUL TRAININGLOKASI JULI 2017 111 - 12 JuliTrade Mark MarketingJakarta 211 - 12 JuliNegotiation Power For PurchasingJakarta 313 – 14 Juli 2016Effective Communication & Interpersonal Skillsjakarta 413 - 14 JuliEffective Shopfloor LeadershipJakarta 517 - 18 JuliBusiness Plan & BudgetingJakarta 617 - 18 JuliProfessional General AffairsJakarta 717 - 18 JuliHR For Non HRJakarta 817 - 18 JuliInternal Control COSO Based ApproachJakarta 917 - 18 JuliTraining Need AnalysisJakarta 1020 - 21 JuliBandung : Procurement Negotiation & Contracting StrategyBandung 1120 - 21 JuliBandung : Strategic Sourcing & Vendor ManagementBandung 1220 - 21 JuliProduction Control With Kanban System ImplementationJakarta 1324 - 25 JuliBasic Enterprise Risk Management Using Ms. ExcelJakarta 1424 - 25 JuliWorkload AnalysisJakarta 1525 - 26 JuliPresentation SkillJakarta 1625 - 26 JuliEffective Communication & Interpersonal SkillJakarta 1727 - 28 JuliThe Art of getting Paid : Collection & Control ManagementJakarta 1827 - 28 JuliCompetitive Marketing StrategyJakarta 1927 - 28 JuliHuman Resource ManagementBali 2027 - 28 JuliAdvanced Service ExcellentBali 2131 Juli – 01 AgustusProblem Solving & Decision MakingJakarta 2231 Juli – 01 AgustusEffective Sparepart ManagementJakarta AGUSTUS 2017 NOTANGGALJUDUL TRAININGLOKASI 12 - 3 AgustusFinancial Statement AnalysisJakarta 23 - 4 AgustusBusiness Plan & BudgetingJakarta 33 - 4 AgustusCorporate JournalismJakarta 48 - 9 AgustusTechnical Report WritingJakarta 58 - 9 AgustusHR for Non HRJakarta 69 AgustusSOP LifecycleJakarta 710 - 11 AgustusEffective Electronic Filing ManagementJakarta 810 - 11 AgustusCalculating & Analyzing Data Using Ms. Excel 2010 / 2013Jakarta 914 - 15 AgustusDeveloping Accounts receivable Management ModelJakarta 1014 - 15 AgustusDiscover Ms. Word : Effective Reporting With Ms. WordJakarta 1115 - 16 AgustusInternal Control COSO Based ApproachJakarta 1215 - 16 AgustusBest Practice Warehouse Operation ManagementJakarta 1316 Agustus Powerpoint Do MoreJakarta 1421 - 22 AgustusEmployee EngagementJakarta 1522 - 23 AgustusProblem Solving & Continuous Improvement With PDCA & 7 QC ToolsJakarta 1622 - 23 AgustusManufacturing Planning & ControlJakarta 1724 - 25 AgustusComprehensive Basic Accounting For ExecutiveJakarta 1824 - 25 AgustusWorkload Analysis Implementation With Ms. Excel For HR & Non HRJakarta 1924 - 25 AgustusAnalyzing & Building Reporting Using Ms. Excel DashboardJakarta 2024 - 25 AgustusTotal Productive Maintenance (TPM)Bandung 2128 - 29 AgustusProcurement Negotiation & Contracting StrategyBandung 2228 - 29 AgustusHuman Resource ManagementJakarta 2330 - 31 AgustusLean Six Sigma ManagementJakarta 2430 - 31 AgustusFinancial ModelingJakarta 2531 agustus - 1 septemberModern Office PhilosophyBali 2631 agustus - 1 septemberEffective Business CommunicationBali
