Professional Skills Course Time ManagementTime+Management+Workbook.pdf · Time Management Lesson 2:...
Transcript of Professional Skills Course Time ManagementTime+Management+Workbook.pdf · Time Management Lesson 2:...
Time ManagementActivities Workbook
Certified Travel Associate (CTA) Program
Professional Skills Course
Time Management Lesson 1: Balancing Your Work, Family, and Personal Time
Lesson 1: Balancing Your Work, Family, and Personal Time
How About You?Do you suffer from poor time management at work? Answer “yes” or “no” if any of these sounds familiar:
Yes No
Yes No
Yes No
Yes No
Yes No
Yes No
I feel a lack of achievement on most days.
I frequently miss deadlines.
A high percentage of my time at work is spent socializing.
I spend an excessive amount of time on the phone.
My indecisiveness when working on tasks often leads to delayed work.
I regularly interrupt coworkers, or they regularly interrupt me.
I attend too many unproductive meetings. Yes No
Time Management Lesson 2: Setting a Time Management Goal
Lesson 2: Setting a Time Management Goal
How About You?Often Sometimes Rarely
1. I intentionally plan to spend each week theway I want to.
2. The interruptions in my typical day tend toundermine my ability to be productive.
3. My work is stressful.
4. I work long hours.
5. I take work home with me.
6. I find my career satisfying.
7. I feel satisfied with the way I balance my timeamong my professional, personal, and familylives.
8. I take time to get away from work and familyresponsibilities.
9. At work, I understand what is expected of me.
10. Professional development (company-providedtraining) and personal development (self-study) are high on my list of priorities.
11. I make time in my schedule to keep physicallyand mentally fit.
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Time Management Lesson 2: Setting a Time Management Goal
Often Sometimes Rarely
12. I effectively use the time that opens duringslack periods at work, such as computerdowntimes and appointment cancellations.
13. I actively look for ways to accomplish more inless time.
14. I am organized to the point that I can findthings whenever I need them.
15. I organize the telephone calls that I initiate.
16. I know how I actually spend my time.
17. I prioritize my work on a daily basis.
18. I actively listen to my associates andcustomers.
19. I procrastinate.
20. Other insights:
Based on your responses to these statements and any other insights into the way you deal with your weekly activities, carefully decide on a time management goal that you will strongly commit yourself to achieving or surpassing.
My time management goal is:
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Time Management Lesson 1: Balancing Your Work, Family, and Personal Time
At WorkThink of a big problem you have had recently. Evaluate the problem. What caused it, and what could you have done differently? If you had sensed what might have happened and acted accordingly, how could the problem have been reduced or prevented?
Time OutDo you believe that the best way to get the job done is to do it yourself? Why could this belief prevent you from achieving your time management goal?
Time Management Lesson 2: Setting a Time Management Goal
Time OutDo you believe the more you sweat, the more you get? Why could this belief prevent you from achieving your time management goal?
Consider ThisDo you believe that you work best under pressure? Why could this belief prevent you from achieving your time management goal?
Time OutAfter assessing some barriers that can prevent you from achieving your time man-agement goal, can you think of another one? Write it down and determine why it is important to reevaluate your thinking and actions in order to achieve what you have set out to accomplish.
Time Management Lesson 2: Setting a Time Management Goal
About You
Time Inventory StatementDates: _______________________________________________________________
Estimated Actual Weekly Weekly PercentTime Time Variance of Time
Job Activities1. Commuting to and from work
2. On-the-road travel
3. Meeting with employees(managerial/supervisoryactivity)
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4. Meeting with peers
5. Meeting with manager/supervisor
6. Staff meetings
7. Education: reading trademagazines, industry bulletins,and internal reports
8. Preparing reports (for ARC,accounts, internal use)
9. Other paperwork, includingmemos and correspondence
10. Telephone calls
11. Walk-in sales/visitors
12. Visiting customers (internaland external)
13. Planning
14. Evaluating results
15. Handling unforeseenproblems (emergencies)
Miscellaneous job activities:
16. _________________________
17. _________________________
Total
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Time Management Lesson 2: Setting a Time Management Goal
Estimated Actual Weekly Weekly Percent
Time Time Variance of TimePersonal Activities18. Grooming and personal care
19. Eating
20. Sleeping
21. Health-related activities(exercise, doctors’ visits)
Miscellaneous personal activities:
22. _________________________
23. _________________________
Total
Family Activities24. Cooking
26. Laundry
26. Housecleaning, home/yardmaintenance
27. Grocery shopping
28. Other shopping
29. Paying bills
30. Child care and associated activities
31. Family get-togethers
32. Family communications
Miscellaneous family activities:
33. _________________________
34. _________________________
Total
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Time Management Lesson 2: Setting a Time Management Goal
Estimated Actual Weekly Weekly Percent
Time Time Variance of TimeLeisure Activities35. Television, computer (Internet),
radio
36. Reading
37. Hobbies
38. Spectator sports, movies
39. Participant sports
40. Parties and socializing
41. Course at a school
42. Club or association
43. Volunteering
44. Leisure travel
Miscellaneous leisure activities:
45. _________________________
46. _________________________
Total
Grand Total Hours Spent:
To calculate Variance: Divide the Actual Weekly Time by the Estimated Weekly Time.
To calculate Percent of Time: Divide the Actual Weekly Time for an activity by 168.
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Time Management Lesson 3: Planning for Effective Results
Lesson 3: Planning for Effective Results
Time OutUnfortunately, many people do not make the time to schedule or plan. What are some of the reasons planning is not done, especially those reasons that may apply to you?
How About You?Evaluate yourself honestly. Which of these behaviors do you need to work on and develop? As you assess these behaviors, identify those skills you feel are your strengths and those you need to improve upon. This will provide you with an accurate self-assessment. If you have never received an honest evaluation of your behaviors, you may want to elicit some feedback from your supervisor or an associate you trust. This will give you an idea of how others perceive you. That perception may or may not match your self-assessment.
Skills I already have developed:
Skills I need to improve:
Time Management Lesson 3: Planning for Effective Results
How About You?
Self-Development Plan
For: __________________________________________________________________
Position: ________________________________________________________________
Coach: ________________________________________________________________
Target Completion Dates: __________________________________________________
Development goal
Strategies to accomplish the goal
Results to be accomplished
Method of evaluation
By signing the Self-Development Plan, we agree to commit the time and resources necessary to attain the above-stated goal.
Associate’s signature: _________________________________ Date:_______________
Supervisor’s signature: ________________________________ Date: _______________
Time Management Lesson 3: Planning for Effective Results
At WorkList a task you have to do that you would rate as a number 1 priority:
List a task you have to do that you would rate as a number 2 priority:
List a task you have to do that you would rate as a number 3 priority:
List a task you have to do that you would rate as a number 4 priority:
Time Management Application Activities
Application ActivitiesPrioritizing and Planning Work TasksYou have just returned to work at Fun Travel Agency after having been away for three days. You find seven items, listed below, await your attention in your inbox. You have only one hour to spend on them because you must leave for two days of jury duty. You need to prioritize and decide what you will do with each item on your desk.
This inbox exercise is designed to sharpen your time or self-management and prioritizing skills. You must use intellectual behaviors — such as the ability to plan, analyze, and make effective decisions based on your perceptions — to deal with all the inbox items.
Although this situation is somewhat artificial, you will encounter real problems taken from real situations. Handle these items as best you can in the next hour as if the situation were real. Your performance will be based on how well you have learned to prioritize and to take a suitable course of action based on your priority list.
InboxItems
The following items in your in basket are listed in no specific order.
Name of Item Priority
Complaint email _____
Cancel hotel reservation email _____
Travel documents envelope _____
Insurance request letter _____
Commission review email _____
Corporate agreement cancellation letter _____
Request for Proposal _____
Priority Code
1 - An item that must be attended to immediately
2 - An item that must be started immediately
3 - An item that can be scheduled (no action needed until you return from jury duty)
4 - An item that can be postponed indefinitely (no action needed until you return from jury duty)
Time Management Application Activities
On the following pages you will find the inbox items alongside an accompanying worksheet. Ignoring the worksheets for now, skim through the items. After you have briefly reviewed all items, return to the above in-basket list and prioritize each item. Next to every item, write the priority number you have assigned it: 1, 2, 3 or 4.
After you have ranked all the items, begin filling in the worksheets by transferring the priority ranking to the worksheets. For example, if you prioritized the complaint letter as a 3 ranking, check off 3 under “Your Priority Ranking,” which is Step 1 in the worksheet. In Step 2, briefly state the reasons for your priority ranking based on the importance and urgency of the item.
Finally, you must decide what course of action to take on each item in your in basket. Use the following guidelines for completing Step 3.
Priority 1 Items
If you gave the item a number 1 priority, choose one of the first three options under Step 3 of the worksheet:
1. Meet face to face with the individual.
2. Call the individual.
3. Write a letter to the individual.
If you decide to meet with or call the individual involved with the item in question, use the space under Step 3 of the worksheet to write down the major points you want to cover in your conversation, the objections or problems you sense this individual might raise, and your counterpoints.
If you choose to write a letter or email the individual, actually write the wording in the space provided under Step 3.
Keep in mind that time is of the essence because you have only an hour to complete this assignment before you leave for jury duty.
Priority 2 Items
For each item you give a number 2 priority, you must select the “ask for assistance” option under Step 3. Use the space provided to:
• Specifywhenyouwantthetaskcompleted.
Time Management Application Activities
• Outlinetheinformationyoumusttellyourcoworker(eitherinperson,overthephone,or in a note) in order for the task to be completed successfully. Your trusted andcompetent associate, Pat, can be of assistance if you need something done duringyour absence.
Priority 3 Items
For each item you give a number 3 priority, choose one of the four options under Step 3 of the worksheet:
1. Meet face to face with the individual.
2. Call the individual.
3. Write a letter to the individual.
4. Ask for assistance.
You do not need to write down your plan of action. You can decide exactly how to handle the item when you return from jury duty.
Priority 4 Items
Because these items require the least amount of your attention, you do not need to write down your plan of action. You may consider reprioritizing or even eliminating the item when you return from jury duty.
Time Management Application Activities
Complaint Email
From: George EatonTo: Terry CampbellRe: Bad experience at hotel
Dear Terry:
Just got back from our vacation. Everything was great except for the hotel. You warned us that hotels on the island might not be what we expected, so Helen and I told the kids that we might have to “rough it” a bit, but we still weren’t prepared for what we found. The Swindler has to be the worst hotel we’ve ever stayed in. We wouldn’t have stayed, but there wasn’t another hotel with vacancies anywhere else on the island. The floors were filthy, the bathroom sinks had little hairs dried around the faucets from previous guests’ shaving, and the housekeepers had to be reminded every day to change our bed linens. When we checked in, someone else’s bag of dirty laundry was on the closet shelf, and on our third night Helen found a bug that looked like a cockroach in the bathtub. The manager I spoke with wasn’t all that pleasant when I complained.
Luckily we had sunny days all week so we didn’t have to spend much time in our room. The whole place, to quote our 11-year-old, just gave you a “yucky” feeling.
If we were the first clients you sent there, do your other clients a favor. Don’t send them to the Swindler!
Sincerely,George Eaton
Time Management Application Activities
Complaint Email Worksheet
Step 1: Prioritize the Item
Rank this item by checking one of these choices:
Your Priority Ranking
_____ 1. An item I must complete immediately
_____ 2. An item that I must start immediately
_____ 3. An item I can place on a schedule and not act on until I return
_____ 4. An item I can postpone indefinitely and not act on until I return
Step 2: Reason for Decision
I gave the item this priority ranking because:
Step 3: Action (check one)
Meet _____ Call _____ Write _____ Ask for Assistance _____
Time Management Application Activities
Cancel Hotel Reservation EmailFROM: Shirley BergmanTO: Terry CampbellRE: Cancel hotel reservation
Hi, Terry,
Something has come up, and we can no longer take the trip next month to the Caribbean all-inclusive resort we talked about. My husband, Bob, is experiencing some health issues, so please cancel our reservation and reschedule the trip for six months from now. We would like to stay at the same place.
Can we keep the same number of nights (five) without losing any money? I’m so glad that we got that insurance you told us about!
Thanks for your help.
Shirley
Time Management Application Activities
Cancel Hotel Reservation Email WorksheetStep 1: Prioritize the Item
Rank this item by checking one of these choices:
Your Priority Ranking
_____ 1. An item I must complete immediately
_____ 2. An item that I must start immediately
_____ 3. An item I can place on a schedule and not act on until I return
_____ 4. An item I can postpone indefinitely and not act on until I return
Step 2: Reason for Decision
I gave the item this priority ranking because:
Step 3: Action (check one)
Meet _____ Call _____ Write _____ Ask for Assistance _____
Time Management Application Activities
54
Travel Documents EnvelopeAn envelope from one of your preferred suppliers has arrived concerning a trip in three weeks to Mexico for your clients, the Wilsons. The envelope contains travel documents relating to air and hotel, along with travel brochures and a guide to Mexico.
Travel Documents WorksheetStep 1: Prioritize the Item
Rank this item by checking one of these choices:
Your Priority Ranking
_____ 1. An item I must complete immediately
_____ 2. An item that I must start immediately
_____ 3. An item I can place on a schedule and not act on until I return
_____ 4. An item I can postpone indefinitely and not act on until I return
Step 2: Reason for Decision
I gave the item this priority ranking because:
Step 3: Action (check one)
Meet _____ Call _____ Write _____ Ask for Assistance _____
Time Management Application Activities
Insurance Request Letter
Terry CampbellFun Travel Agency2163 TisdaleAnton, USA 10000
Dear Terry:
One of the nurses on staff said she purchased some trip insurance through her travel agency for her trip to the Bahamas last year and was very happy with it — it was very reasonable, no red tape, etc. I hadn’t thought about it when we talked before, but maybe it’s a good idea — I’d like to check into it with you.
We’ll be out of town for the next three weeks — Jim and I can get together with you sometime after that. Just call and leave a message with my service about when’s a good time to meet. Of course, we’d like to take care of this before our trip to Switzerland.
Many thanks for helping out Stacy — she said it was the best vacation she’s ever had, absolutely no problems. I told her, “Of course — I wouldn’t have sent you to just any travel agent!”
Truly yours,
Paula Marsh
Time Management Application Activities
Insurance Request Letter WorksheetStep 1: Prioritize the Item
Rank this item by checking one of these choices:
Your Priority Ranking
_____ 1. An item I must complete immediately
_____ 2. An item that I must start immediately
_____ 3. An item I can place on a schedule and not act on until I return
_____ 4. An item I can postpone indefinitely and not act on until I return
Step 2: Reason for Decision
I gave the item this priority ranking because:
Step 3: Action (check one)
Meet _____ Call _____ Write _____ Ask for Assistance _____
Time Management Application Activities
Commission Review EmailFrom: Mary, back officeTo: Terry Re: Review your commissions
Terry,
There is a discrepancy regarding your commissions and the reports you’ve submitted. Please review the attached list of bookings for the past six months and reconcile your anticipated commissions. Thanks!
Mary
Commission Review Email WorksheetStep 1: Prioritize the Item
Rank this item by checking one of these choices:
Your Priority Ranking
_____ 1. An item I must complete immediately
_____ 2. An item that I must start immediately
_____ 3. An item I can place on a schedule and not act on until I return
_____ 4. An item I can postpone indefinitely and not act on until I return
Step 2: Reason for Decision
I gave the item this priority ranking because:
Step 3: Action (check one)
Meet _____ Call _____ Write _____ Ask for Assistance _____
Time Management Application Activities
Corporate Agreement Cancellation Letter
IMRI9373 West Oakland Ave. • Anton, USA 10000 • Telephone (555) 555-9286 • Fax (555) 555-0116
Terry CampbellFun Travel Agency2163 TisdaleAnton, USA 10000
Dear Terry:
This letter is to inform you that our company has made the decision to terminate its relationship with Fun Travel Agency. As per our contract, we are giving you thirty (30) days’ written notice of our intentions.
Our Office of Purchasing determined that we can achieve comparable value at lower rates through another agency. This, in addition to a perceived decline in the service we’ve received from your agency in the last year, is what led to this decision.
Please be assured this decision was not made hastily.
Sincerely,
Kelly BrownCorporate Meeting PlannerInternational Management & Research, Inc.
Time Management Application Activities
Corporate Agreement Cancellation Letter Worksheet
Step 1: Prioritize the Item
Rank this item by checking one of these choices:
Your Priority Ranking
_____ 1. An item I must complete immediately
_____ 2. An item that I must start immediately
_____ 3. An item I can place on a schedule and not act on until I return
_____ 4. An item I can postpone indefinitely and not act on until I return
Step 2: Reason for Decision
I gave the item this priority ranking because:
Step 3: Action (check one)
Meet _____ Call _____ Write _____ Ask for Assistance _____
Time Management Application Activities
Request for Proposal
Terry CampbellFun Travel Agency2163 TisdaleAnton, USA 10000
Dear Terry:
Our company is looking for a travel agency to handle our business travel. We have 103 full-time employees, 15 of whom travel frequently (twice a month), with about two dozen more traveling infrequently (approximately 2 or 3 times a year). Most of our travel is international. We’re seeking bids from several agencies — we’re looking for maximum value, but not necessarily economy or bare-bones travel.
If you are interested in making a proposal, please contact me no later than the 9th of next month. Call me at 555-7237, ext. 418 if you have any questions.
Sincerely,
Leslie CharlesController
1704 S. Lansing RoadAnytown, USA 10000
PHONE: (555) 555-7237EMAIL: [email protected]
Quality Imports, Inc.
QI
Time Management Application Activities
© The Travel Institute
Request for Proposal Worsheet
Step 1: Prioritize the Item
Rank this item by checking one of these choices:
Your Priority Ranking
_____ 1. An item I must complete immediately
_____ 2. An item that I must start immediately
_____ 3. An item I can place on a schedule and not act on until I return
_____ 4. An item I can postpone indefinitely and not act on until I return
Step 2: Reason for Decision
I gave the item this priority ranking because:
Step 3: Action (check one)
Meet _____ Call _____ Write _____ Ask for Assistance _____