Professional Skills Course Time ManagementTime+Management+Workbook.pdf · Time Management Lesson 2:...

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Time Management Activities Workbook Certified Travel Associate (CTA) Program Professional Skills Course

Transcript of Professional Skills Course Time ManagementTime+Management+Workbook.pdf · Time Management Lesson 2:...

Page 1: Professional Skills Course Time ManagementTime+Management+Workbook.pdf · Time Management Lesson 2: Setting a Time Management Goal. Often Sometimes Rarely. 12. I effectively use the

Time ManagementActivities Workbook

Certified Travel Associate (CTA) Program

Professional Skills Course

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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

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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?

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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.

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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)

_______ _______ _______ _______

_______ _______ _______ _______

_______ _______ _______ _______

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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168 168 _______ 100%

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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:

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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: _______________

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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:

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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)

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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.

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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.

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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

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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 _____

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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

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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 _____

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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 _____

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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

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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 _____

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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 _____

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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.

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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 _____

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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

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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 _____