Sarah Zahirah bt Razali Abdul Aziz Ahmad Safian Syakirah Muhammad Hasif Azizan

What is positive political skill? Why we choose ASTRO? Company Background

Associate Professor of Psychology, Jill Nemiro Each individual have different agenda, different capability towards their job. He also believe that everyone/ team has different power that make them need each other

Therefore: Different capability create dynamism in

communication and develop positive political skill that produce job success in particular company.

 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 to establish good network at the workplace.

 Islam

promote peace and moderation in every aspect of life.

O you who believe! Eat not up your property among yourselves in vanities: but let there be amongst you traffic and trade by mutual good-will: nor kill (or destroy) 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

Many ways to enhance job quality provided do it wholeheartedly. Some of them are : Follow the Sunnah of Rasulullah s.a.w especially at our work places and be a model to all those around us Self-discipline which is the crucial part. Patience and treat the customers with care.

 Being

a team player and a good role

model Motivate employees and have a good relationship between manager and employee. Other than just focus on relationship between human, Muslims should never forget to maintain good relationship with ALLAH.

 Big

company Well known Huge in numbers of employees

ASTRO is owned and operated by MEASAT Broadcast Network Systems,

Began operations in 1996 with 22 channels & currently broadcasts over 119 pay-TV channels across Malaysia & Brunei. ASTRO focus on growing and creating innovative interactive content has seen exponential growth in transactions through its digital platform.

 BRUNEI

Kristal-ASTRO
INDONESIA

ASTRO Nusantara
INDIA

Sun Direct DTH

Why focus on Call Service Centre?

They

work in cubicle how they develop the relationship & PPS

NAME OF COMPANY: ASTRO DEPARTMENT: Call Service Centre

INTERVIEWEE: Raja Fatin Farhana Raja Khalif HR Manager, ASTRO Call Service Centre

HR Managers Background
RAJA Date

FATIN FARHANA RAJA KHALIF

of birth:18/09/1983 AMPANG

Hometown: Education: School:

MARINE SCIENCE UMS

SEK MEN SAINS K SLANGOR

Our Question

How did you see your employee maintain PPS, despite the work pressure they face while dealing with the customers? Do you think that by creating a healthy image physically & emotionally is a necessary for each worker & how does it reflect the image of the company? Since your job scope require most of your time working individually, so, how does the employee at the call service centre build good relationship among them?

Our Question (contd..)

Can you explain the guideline & etiquette to entertain the questioner entertain the customer in term of greeting the do and the don'ts & etc. As a manager, certainly you hold responsibility to guide your employees, thus, what would you do if problem arise concerning your employees behavior towards the customer? How do you encourage employees in order to achieves job satisfaction?

Maintaining

positive political skills

political skills involved what is called social intelligence and emotional

intelligence as it distinct from intelligence quotient

Sharing same goal both of them need to share the goal so that not only the

employers can strive to achieve the mission but also the employees

Creating

healthy image

Impression 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

relationship

build good relations with relevant others to help one at works in

attaining several goals in the job field to help one accomplish ones work, to achieve high performance, to gain support for ones actions, to gain more influence over others, and to attain career success Team player

 Guidelines

and etiquette

Greetings customers politely Efficiency to resolve customers problems within the timeframe

given Positive attitude towards serving customers ; response

Manager

power to resolve problem

Have a good leadership

a good leader can lead the team members towards the success and achieving the goals

Good in communication Provide show cause letter to explain what and why it went wrong

Encouraging
Evaluation

job satisfaction

self assessment, peer feedback, client feedback

Reward

Dealing with human (esp Customer) need more PPS, because they are different with product.. Product: Objective Human: Subjective 1) Colleagues (see them directly) 2) Customer