Time Management

Faculty Guide

Designed by:
 Contents

Ice Breaker ......................................................................................................... 4

Workshop Expectations and Objectives ............................................................. 5

Introduction to Time Management .................................................................... 6

Importance of Time Management ..................................................................... 8

Misconceptions about Time ............................................................................. 11

Characteristics of an Ineffective Time Manager ............................................... 14

Time Thieves .................................................................................................... 16

The Three Generations of Time........................................................................ 18

Monochronic and Polychronic Views of Time .................................................. 21

Goal Setting ..................................................................................................... 22

Prioritization .................................................................................................... 24

The Compass and the Clock ............................................................................. 26

Time Management Matrix ............................................................................... 27

Managing Interruptions ................................................................................... 31

Managing Procrastination ................................................................................ 32

Scheduling ....................................................................................................... 34

In Tray Exercise ................................................................................................ 36

Time Management Page | 2

Time Management Page | 3
 Ice Breaker

1. Show the following slide to the participants (Slide no. 1):

2. ACTIVITY:

a) Ask the participants to open page no. 5 of their workbooks.

b) Show them the following slide (Slide no 2):

c) Now ask them to list all the activities that they would do before
leaving their house. For e.g. - brushing teeth, having breakfast etc.
d) In the other columns, ask them to list the amount of time consumed
by each activity on a working day and on a day off.

e) Give them 10 minutes to complete the exercise.

f) Now ask them to calculate the overall time for both.

g) Then give them another 10 minutes to answer the following

questions on page no. 6 of their workbooks:

• What is the difference between the times taken for the

activities? Would you like to take the same time on working
days as on days off? Or, would you like to be as punctual on a
day off as you are on working days?
• In what ways will you change your routine to have more time?

h) Discuss their answers and give them feedback.

Time Management Page | 4

 Workshop Expectations and Objectives

1. ACTIVITY:

a) Show the following slide to the participants (Slide no. 3):

b) Ask the participants to get into groups of four or five.

c) Ask them to discuss and write down their expectations from the
workshop in the space provided on page no. 7 of their workbooks.

d) Give them 15 minutes to write down

e) After 15 minutes, ask a representative from each group to come up

and read out the answers

f) Discuss the answers and give feedback

g) Now show them the following slide (Slide no. 4):

h) Discuss the points mentioned on the slide

Time Management Page | 5

 Introduction to Time Management

1. PROBE:

What do you understand by Time Management?

Or
What are the benefits of managing time?
Or
Are you able to manage your time well? Explain how. How has it helped
you?

DERIVE:

Discuss the answers that the students come up with and show them the
following slide (Slide no. 5):

Definition – Time Management is a process of monitoring or keeping a

check on the quantity of time spent on various activities in order to
increase efficiency, effectiveness and productivity.

Time management is not just about managing time but also about
controlling the use of the most valuable and undervalued resources we
have at our disposal. It also includes managing one’s activities in relation
to time, setting priorities, taking responsibilities and using time
efficiently.

Individuals have to prioritize their work and commitments while

avoiding distractions from external factors. This will help them to
become more efficient.

With effective time management, one can easily focus and manage both
personal and professional fronts. A good work-life balance is maintained
when an individual learns to manage time.

Time Management Page | 6

 Time management is an endless cycle of making decisions which may be
big or small, but which can definitely bring about a change in one’s life.
Time management is about managing time efficiently, so that the time
saved can be used to make life richer and better.

Organizing and planning are the keys to effective time management.

Each person has her/his own priorities in life and they plan and
strategize their time accordingly.

Now show the following slide (Slide no. 6):

Managing time can help you to:

• Reach the targets

• Complete the most significant tasks
• Maintain a good work-life balance
• Meet deadlines of assigned tasks
• Decrease and manage tension and stress
• Work smart and not hard

Time Management Page | 7

 Importance of Time Management

1. PROBE:

What benefits are gained through effective time management?

Or
In what ways does effective time management improve your overall
performance at work and elsewhere?

DERIVE:

Ask the participants to share their views with the rest of the class.
Show them the following slide (Slide no 7):

Discuss the points on the slide in detail as mentioned below:

a) Prioritization: Whenever you are trying to manage your time, you

should always prioritize your tasks in hand that are more important than
other things. Prioritization is an important step as it helps you in saving
time that is prone to get wasted on trivial activities that you might get
involved in.

b) Inculcates Discipline: Discipline in time management enables you to

reach the optimal output of your time and energy. It gives you a clearer
vision on what needs to be done, and hence provides the right direction.

c) Improves Organizational skills: Effective time management helps you to

keep your stuff organized and prevents wastage of time on frivolous
tasks such as searching documents, looking for folders and other items.
It can help you in keeping your work zone or study station well-arranged
where all the things relevant to your work are organized. Therefore, the

Time Management Page | 8

 next time, you are not in a situation where you need to search all over
the place to find a file.

d) Better preparation leads to improved self-confidence: Being prepared

gives you a sense of accomplishment even before you have completed
the tasks and this helps in boosting your morale and adding a sense of
satisfaction. Furthermore, it helps you to avoid working in the last
minute and the time saved then, can be used to relax.

Now, show the next slide (Slide no. 8):

Discuss the points in detail as mentioned below:

e) More Successful: When time is used appropriately and efficiently, the

best by-product is more free time. Individuals with good time
management skills are better at setting their goals and following through
with them. Moreover, completing tasks on time can give you a better
reputation among peers and bosses; hence, people take your work more
seriously.

f) Better time management – Improved forecast:When you become

better at setting goals, you have a clearer idea of what you want to
accomplish in your work. Same principle can be applied for long-term
plans, for example where you want to be in two or three years from
now, etc.

g) Less prone to stress: When you are well prepared, you have more time
to relax, sleep and be healthy. So, time management can benefit your
health and make you less prone to stress.

h) Working on Time: When you have a proper plan and schedule of the
tasks to be completed within time constraints, you tend to work on time
and complete the activities within stipulated time limits.

Now, move on to the next slide (Slide no. 9):

Time Management Page | 9

 i) Enhanced Efficiency: Efficiency can be defined as the number of things
achieved out of the total number of things done. Time management
helps you in achieving goals in a timely and efficient manner. However,
without a proper plan, you end up doing many unnecessary things and
that lowers your efficiency.

j) Motivation: Working with a proper time management schedule

motivates you to put in more effort and complete the task on hand in
time.

k) Improvement of Management Skills: When you perform many tasks

simultaneously with an effective disciplinary approach, your managerial
skills are honed and tasks become easy to accomplish. These
management skills are very helpful when you work in an office or any
other organizational places.

l) Confidence and Satisfaction: Time management is a serious issue, which

includes many things. When things fall into right places and work is done
quickly and efficiency, it boosts your confidence and satisfaction levels.
This enhanced level of confidence and satisfaction can be achieved with
the help of proper time management.

2. ACTIVITY:

a) Show the following slide to the participants (Slide no 10):

b) Ask them to open page no. 14 of their workbooks.

c) Ask them to fill in the answers individually

d) Give them 5 minutes to complete the exercise

e) After 5 minutes, discuss the answers with them as mentioned below:

Time Management Page | 10

 Question No. Yes No
1 ✓
2 ✓
3 ✓
4 ✓
5 ✓
6 ✓
7 ✓
8 ✓
9 ✓
10 ✓

f) Tell them that each correct answer holds one mark.

A score, lower than five indicates that you need to learn time
management and a score of more than five shows that you know how
to manage time effectively.

g) Discuss their scores and give them feedback

Misconceptions about Time

1. ACTIVITY:

a) Show the following slide to the participants (Slide no 11):

b) Ask the participants to open page no. 16 of their workbooks

c) Give them 5 minutes to complete the exercise

d) The exercise consists of statements with which the participants may

agree or disagree.

e) They have to choose and tick an option that they think is appropriate,
in the space provided after each statement.

Time Management Page | 11

 f) After 5 minutes move on to point no. 2

g) The answers will be discussed later

2. PROBE:

What are some common misconceptions that people have about time?
Or
‘Work is better performed under pressure’. Do you agree? Give reasons.
What are some other such misconceptions?

DERIVE:

Show the following slide to the participants (Slide no 12):

Discuss the points on the slide in detail as mentioned below:

1. Managing time is simple – it just needs common sense:

It is true that the concept of time management is very easy to
understand but the attitude and efforts required to follow this practice is
not so easy. One has to constantly try hard to attain a level of proficiency
in this field.

2. Work is better performed under pressure:

Psychological tests have confirmed that the statement, “Work is better
performed under pressure”, is nothing but a procrastination excuse.
Nobody can work better under pressure because stress is harmful for a
person’s physical as well as mental health. Better performance is
achievable only if the environment is supporting and motivating. For
example, if in the last over of a cricket match, a team wins, then the
credit for winning does not go to the pressure through which players
were undergoing, but the strategies and skills they used while playing.

Time Management Page | 12

 3. I have a to-do-list and a secretary:
One needs to be self-organized and no other person can make it happen
for anyone. The problem faced in case of disorganized people is that
they neither have time to listen to their secretaries nor do they take a
look at a to-do-list.

4. I don’t have time:

Time management is a skill developed after a long period of practice.
Where a laggard would need a whole day to get a simple task done, an
effective time manager would get all the significant tasks done in the
early working hours of the day and then take rest and be calm and
composed to tackles the tasks that confront him in the latter hours of
the day.

5. My work is creative, so I don’t need time management:

Time management is not just related to the routine activities, it is about
self-discipline and saving more time to be spent on better things in life
rather than just wasting it away on frivolous activities.

6. Time management ruins fun:

If on one hand, someone has many important tasks to finish, but he/she
goes and has fun with friends and family, while on the other hand,
he/she has completed all the important tasks and got ample amount of
time to enjoy…Which one of the above two cases will be fun? Surely, the
second case sounds better. Therefore, time management makes room
for enjoyment as well.

3. Now show the following slide to the participants (Slide no 13):

Ask the participants to check the answers to the previous exercise.

Discuss and give feedback.

Time Management Page | 13

 Characteristics of an Ineffective Time Manager

1. PROBE:

What are the features of an ineffective time manager?

Or
How would you identify an ineffective time manager?
Or
Do you know any person who is an ineffective time manager? Explain
his/her characteristics.

DERIVE:

Show the following slide to the participants (Slide no 14):

Discuss the points on the slide in detail as mentioned below:

a) Constant Haste: When a person is always in a rush without a pause and

always shows haste in every task, it indicates that the person is not good
at managing tasks efficiently and has loads of work pending that needs
to be completed. This clearly shows poor time management.

b) Habitual Delays: When people are unable to complete their tasks in

time, they tend to get late in each meeting or always keep postponing
their schedules. This shows inability of such people in managing time.
c) Low motivation, energy and productivity: When the tasks are delayed
or are pending, the motivation and energy of the person is lowered.
Moreover, it leads to lesser productivity.
d) Frustration: The worse a person is at time management, the more
frustration he/she will experience. They will feel as if the whole work is
stuck and nothing seems to move ahead.

Time Management Page | 14

 e) Impatience: People tend to get angry easily, because they experience
stress each moment due to the pending target that needs to be
accomplished before deadline.
f) Variation in Decision Making: A person who is poor at time
management, changes his/her decisions rapidly, because they think that
whatsoever option they choose, it is going to end up in loss. Thereby,
they feel depressed and lose self-confidence.
g) Inability to set Goals: People do not know how to set goals and because
of this, they end up in a complete chaos.

2. ACTIVITY:

a) Show the following slide to the participants (Slide no 15):

b) Ask them to choose their reaction to each of the statements in the

exercise

1: Disagree completely 2: Neither agree nor disagree 3: Agree

completely

c) Tell them to try to choose either 1 or 3 and avoid the middle path.

d) Give them 15 minutes to complete the exercise.

e) After 15 minutes, ask them to score their answers based on the

points mentioned on the following slide (Slide no 16):

f) Discuss their scores and give them feedback

Time Management Page | 15

 Time Thieves

1. PROBE:

What factors contribute to unnecessary loss of time?

Or
Can you name some ‘time thieves’?
Or
Poor planning leads to waste of time. What other factors can you think
of?

DERIVE:

Ask the participants to share their answers with the rest of the class.
Ask them to open page no. 26 of their workbooks.
Show them the following slide (Slide no. 17):

Now discuss the points on the slide in detail as mentioned below:

a) Poor Planning: Poor planning results in impatience and haste to

complete tasks in limited time. Lack of proper planning leads to
improper initiation of task, resulting in unproductive usage of time.

b) Crisis Management: This is the result of absence of prioritization of

tasks. This results in doing unimportant tasks prior to the important
ones. Thus, managers are unable to find time to do the important things
in time.
c) Interruptions: Interruptions are a result of poor planning, lack of control
over environment and poor focus. Managers must learn to deal with
interruptions and avoid them if they wish to get work done in time.
Interruptions may be in the form of – drop-in visitors, telephone calls,
confusion and improper communication. Thus, managers should work in
areas without disturbances and inform others whenever they are busy.
d) Procrastination: Tasks in hand must not be put off for a later time, even
if it can be done later. This may lead to piling up of the workload and a

Time Management Page | 16

 chaos at the end. Sometimes, people are so busy in improving their
methods of getting jobs done that they are never able to finish these
tasks on time. Thus, managers should look into whether their
improvement methods are working towards progress or hindering the
path of getting tasks done in time.
e) Not assigning: Many people think that the work in their hands can only
be done by them and no one else can do it the way they can. Because of
the fear of failure, they hesitate to assign their jobs to junior employees.
They feel that a particular kind of task can be only handled by them and
if someone else is unable to do it properly, all blame has to be taken by
them solely.
f) Unnecessary Meetings: If a meeting is held without a proper and clear
motive then that meeting is a complete failure because it leads to no
productive results and is a sheer waste of time.
g) Disorganization: A proper organization leads to a good working
environment. Following a schedule, keeping things systematically
arranged and possessing all necessary information before starting a task
keeps the bad mood away from the managers.
h) Poor Setup: Sometimes, in organizations the environment for managers
is not so convenient, because the things that are frequently required by
managers are not within their easy reach. Because of a poor setup and
improper seating arrangement, whenever the managers pass by
someone they tend to pull that person aside and steal his/her time.
i) Inefficient Networking: If a manager does not have an open
communication with all his employees, he is unknowingly going through
a great loss in terms of time management because a proper
communication and an efficient network leads to better understanding
of work that is assigned to all members of an organization and this leads
to better productivity in lesser time.
j) Bad Attitude: Whenever a person is showing his/her bad attitude,they
waste their time. Instead of getting angry and complaining to their staff
they can utilize this time in working out on solutions to the problems
that have occurred.
k) Unpleasant People: Such people who are unproductive and interfere in
the success path of others should definitely be avoided no matter what.
When managers listen to such people, it leads to unnecessary depletion

Time Management Page | 17

 of useful time. Thus, unpleasant and negative people should always be
kept at a distance.

2. ACTIVITY:

a) Show the following slide to the participants (Slide no. 18):

b) Ask them to open page no. 27 of their workbooks.

c) Tell them that they have 10 minutes to complete the exercise

d) The exercise consists of some situations and each situation is
followed by two options. The participants have to circle the
appropriate option.

e) After 10 minutes, show the following slide to the participants (Slide

no 19):

f) Ask the participants to compare their answers with those mentioned

on the slide.

g) Discuss the results and give feedback

The Three Generations of Time

1. PROBE:

Explain the three generations of time management. What is the need for
a fourth generation?
Or
Explain each generation of time management. What did each of them
lack?

DERIVE:

Ask the participants to turn to page no. 30 of their workbooks.

Time Management Page | 18

 Show the following slide to the participants (Slide no. 20):
Explain the points on the slide in detail as mentioned below:

Long ago people began to realize that it is important to manage time in

order to enhance their productivity and life in general. Since then, there
has been significant improvement in the way each generation handled
the problem of time management. Each new generation recognized the
drawbacks of methods adopted by the previous one and improved on
them.

Time management techniques of the three generations are listed below:

First Generation

What it is: This generation tried to manage time by using checklists and
reminders. Now, people just had a list of the work that is to be done but
they did not know about the urgency and importance of the work.

What it lacked: Time was disorganized, in terms of complexity, urgency

and importance.

Thus, such techniques often caused people to miss out on some of their
commitments.

Second Generation

What it is: It was characterized by calendars and appointments’ books.

This generation’s time management was based on looking ahead and
planning. So, there was a proper planning and scheduling of events, and
a greater consciousness about deadlines.

What it lacked: The shortcoming of this type of management was the

lack of time and importance for human relationships.

Third Generation

What it is: This generation prioritized tasks and recognized the values. It
focused on setting goals and classified them into long, intermediate, and
short-term goals.

Time Management Page | 19

 So, there was a considerable increase in achieved goals and productivity
was enhanced. The principles this generation emphasized onwere
efficiency, control, and independent achievement, focus on quality of
work done rather than quantity.

What it lacked: This generation also did not realize the importance of
putting time into relationships and one’s personal life.

The Need for the Fourth Generation

It has been found that the third generation time management was very
restricted and mechanical. Human beings are not machines; we need
love and support to go on in life. So, there is a need to transcend the
idea of time management to relationship levels too. One must focus on
accomplishing results as well as enhancing relationships.

Points to remember:

• An approach is needed for time management that takes care of both

career and relationships.
• Any approach that does not satisfy the above will disturb the vital
balance needed and therefore will not work successfully.

Time Management Page | 20

 Monochronic and Polychronic Views of Time

1. PROBE:

What do you understand by monochronic and polychronic views of

time?
Or
Explain the characteristics of monochronic and polychronic managers.

DERIVE:

Discuss the following points with the participants:

The monochronic approach lays emphasis on spontaneity, brevity, agility

and punctuality. It is an efficient and focused way of managing time at
work and at home. People adopting this approach believe in detailed
planning and scheduling. They follow schedules strictly and work on one
task at a time. They do not like their schedules to be disturbed and do
not entertain extraneous matters that tend to divert them from their
path.

The polychronic approach on the other hand lays emphasis on the

aspirations, flexibility, imagination, intuition and commitment.

Now discuss the points on the following slide (Slide no. 21):

2. ACTIVITY:

a) Show the following slide to the participants (Slide no. 22):

b) Ask the participants to open page no. 33 of their workbooks.

c) Tell them that they have 10 minutes to finish the exercise

Time Management Page | 21

 d) In the exercise, there are two alternatives for each number and the
participants have to circle the appropriate choice according to their
opinion and guess whether the statement is polychronic or
monochronic.

e) At the end, they need to sum up the poly- and monochronic choices
that they have circled and know what type of person they are, using
the table given on page number 35.

f) After 10 minutes, show them the following slide (Slide no. 23):

g) Discuss the scores and give feedback

Goal Setting

1. PROBE:

Why is it important to set goals? What are SMART goals?

Or
Explain the acronym SMART with reference to goal setting.

DERIVE:

Show the following slide to the participants (Slide no 24):

Goal setting is a performance booster that motivates the employees and

managers. As and when a goal is accomplished it gives a sense of
satisfaction and achievement. However, it is very important to set goals
in the right way.

Now show the following slide (Slide no 24):

Smart goals are the ones that are:

a) Specific: Set goals should be answerable to questions that start

with, What, Where, When, Why, and Who. Goal must be specific,
and you must clearly identify what is to be achieved.

Time Management Page | 22

 b) Measurable: Measurable goals are the ones that can answer the
questions starting with How much, How many, How often. For
example, if a company has to reach out to 750 customers in a
month, they can measure their daily workload based on the goal
they have to achieve.

c) Attainable: Before starting work on a project or a goal, it should

be clear whether the set goal is attainable or not. If the restrains
in the path do not allow the goal to be attained as desired, then
the level of difficulty should be lowered so that it becomes
attainable.

d) Realistic: Not every goal that is set need be simple, but it should
be a thoroughly researched goal. The questions that you can ask
yourself are:
• Do I have sufficient resources to achieve the goal?
• Do I have support of colleagues?
• What skills am I lacking and what do I need to learn?
• Have I rechecked the workload with supervisor to prioritize
this goal with other goals?

e) Timely: A time restriction is important in driving the employees

towards reaching a goal in given time-period. It generates a sense
of urgency to complete the task at hand. It also gives necessary
motivation to employees to complete the task in time.

2. ACTIVITY:

a) Show the following slide to the participants (Slide no 26):

b) Ask the participants to open page no. 38 of their workbooks

c) Give them 15 minutes to complete the exercise

d) The exercise consists of some inefficient objectives and the

participants have to convert them into SMART goals
Time Management Page | 23
 e) After 15 minutes, discuss the answers and give feedback.

Prioritization

1. PROBE:

What do you understand by the term prioritization? What are the two
steps to prioritize?
Or
Explain the ABC method of prioritization.

DERIVE:

Show the following slide to the participants (Slide no 27):

Now explain in detail as below:

The following are the categories that can help in prioritizing work:

• Priority A: “Must-Do” – these are the most critical tasks that need
to be at the top of a priority list. These tasks are very crucial
because these may include opportunities for advancement,
significant customer demands, or management directives.

• Priority B: “Should-Do” –these tasks hold a medium value. These

tasks do not have strict deadlines and may not be very essential to
do.

• Priority C: “Nice to do” – these tasks hold the lowest value. These
tasks are not important, so they can be completely eliminated and
kept for free time.

2. ACTIVITY:

a) Show the following slide to the participants (Slide no 28):

Time Management Page | 24

 b) Ask the participants to open page no. 41 of their workbooks

c) Give them 10 minutes to complete the exercise

d) Ask them to list the tasks that they would do in that week under each
category

e) Discuss their answers and give them feedback

3. PROBE:

Explain the criteria for prioritization.

Or
Explain judgment, relativity and timing as the criteria for prioritization.

DERIVE:

Ask the participants to share their answers with the rest of the class.
Show the following slide to the participants (Slide no 29):

Time Management Page | 25

 The Compass and the Clock

1. PROBE:

Explain the concept of the compass and the clock with reference to time
management.
Or
Describe the compass and the clock as tools to describe what to do with
our time.
Or
What are some problems that may arise when we are stuck between the
clock and the compass?

DERIVE:

Show the following slide (Slide no. 30):

The compass and the clock can be described as tools that help us decide
what to do with our time. The two factors that play key role in managing
time are – urgency and importance. These two factors are controlled by
two tools – the clock and the compass, respectively.

The clock represents:

• Goals
• Tasks
• Commitments
• Appointments
• Activities
• Assignments
• Opportunities
• Schedule
• Routine

The compass represents:

Time Management Page | 26
 • Vision
• Direction
• Conscience
• Values
• Priorities
• Mission

The problem occurs when we are stuck between the clock and the
compass.

Some problems that may arise from this are:

• Imbalance in one’s personal and professional work

• Feeling of being out of control, hence, entrapment
• Feeling as though we are constantly in some crisis
• Problems in personal relationships
• Making excuses and losing professionalism

Time Management Matrix

1. PROBE:

What do you understand by the time management matrix?

Or
Explain how the time management matrix distinguishes between
Urgent/ Non- urgent and Important/Non-important factors that we
spend our time on.

DERIVE:

Time Management Page | 27

 Show the following slide to the participants (Slide no 31):
Explain in detail as mentioned below:

The matrix below, distinguishes between Urgent/ Non- urgent and

Important/Non-important factors that we spend our time on. The matrix
shows four quadrants; by placing your daily activity in these quadrants,
you can find where to allocate your time appropriately.

Quadrant 1: Urgent – Important

1. This quadrant is unavoidable.

2. It requires our immediate time and attention.
3. It is important to remember, that saving work for last minute can
land your work into this quadrant. This should be avoidable
because too many tasks in this quadrant will only cause havoc.

Quadrant 2: Not Urgent – Important

1. These are the activities that are important, but do not require
immediate attention.
2. This is a good place to be in, as it gives more time to manage and
organize the work at hand. With better planning, work can be
done more efficiently.
3. Although this includes more than just professional work, there are
also personal responsibilities that need to be met. They can be
better handled if they are important but not urgent.
4. Ignoring or delaying the activities in these quadrants can cause
them to shift to quadrant 1, which is not an ideal place to be in.
Hence, it is important to see this quadrant as an opportunity to
plan and prepare in a better way.

Quadrant 3: Urgent – Not Important

1. This might appear to be confusing, because it is difficult to think of

a task that may not be important but urgent.
2. This refers to tasks that may be important to person A, but not to
person B. This is where our values clash with others.

Time Management Page | 28

 3. This also makes us realize that just because things are urgent, they
do not become important. This could include activities such as
brainstorming, making phone calls, etc.

Quadrant 4: Not Urgent – Not Important

1. This quadrant falls to the bottom of our priorities. These are

neither important, nor urgent.
2. We are generally exhausted from moving between quadrants III
and I. So, we start focusing on these activities, as a break or
procrastination.
3. These activities then become ‘time pass’ or waste of time
2. ACTIVITY:

a) Show the following slide to the participants (Slide no 32):

b) Ask the participants to complete the exercise on page no. 47

c) Give them 15 minutes to complete it

d) After 15 minutes, discuss the answers as given below:

Answers:

1. Quadrant 2
2. Quadrant 2
3. Quadrant 1
4. Quadrant 4
5. Quadrant 4
6. Quadrant 2
7. Quadrant 1
8. Quadrant 2
9. Quadrant 4
10. Quadrant 2
11. Quadrant 4
12. Quadrant 1
13. Quadrant 2

Time Management Page | 29

 14. Quadrant 3
15. Quadrant 2
16. Quadrant 2
17. Quadrant 2
18. Quadrant 4
19. Quadrant 2
20. Quadrant 4
21. Quadrant 2
22. Quadrant 1
23. Quadrant 1
24. Quadrant 2
25. Quadrant 4
26. Quadrant 3
27. Quadrant 2
28. Quadrant 2
29. Quadrant 2

e) Tell the participants that they may differ on some of the answers.
However,that isalright; what is important may differ from person to
person or from one type of job to another. The main point is to make
you identify what is important for you.

Time Management Page | 30

 Managing Interruptions

1. PROBE:

What are some common interruptions that occur during work?

Or
How can we overcome interruptions when at work?

DERIVE:

Now-a-days, people are so accustomed to interruptions that they do not

even realize that they are being interrupted. Some interruptions are
unavoidable because the boss may not necessarily have the same
priorities as his subordinates. How many of these circumstances are
familiar:

• Using interruptions as excuses

• Trying to work on many tasks at once
• Procrastinating
• Getting distracted many times and easily
• Accepting calls that are not relevant to work at the time of work
• Chatting with co-workers frequently
• Replying to each email that appears in the email inbox

Show the following slide to the participants (Slide no 33):

Well if these situations sound familiar then one is unable to avoid

interruptions. However, following measures can be taken to manage
interruptions:

• Not calling for a meeting unless it is truly necessary

If it can be done through e-mail or a phone call, it should be done
that way instead of wasting others’ time in unproductive meetings.
• ‘Do not disturb’ is necessary whether it is the phone or the door.
Whenever required, one must assure that no one disturbs while
he/she is involved in work.

Time Management Page | 31

 • Learn to say ‘no’. Most of us tend to agree to everything that others
say. We wish to be seen as team players. However, sometimes it is
better to say no in order to control the workload.
• Prioritizing emails by telling everyone to put a subject because each
email is not urgent.

Managing Procrastination

1. PROBE:

What is procrastination? How can we avoid it?

Or
When you lay emphasis on things that are not so important according
to your organization’s goals and priorities, you are procrastinating.
How can you avoid this from happening?

DERIVE:

When you lay emphasis on things that are not so important according
to your organization’s goals and priorities, you are procrastinating.

Sometimes when you delay your work, it may not necessarily be the
case of procrastination because you may not have complete
information about the task.

Show the following slide to the participants (Slide no 34):

Discuss the points on the slide in detail as mentioned below:

1. When the Task is Unpleasant:
• You should reflect on the fact, that if you do not do a task
then what will be its effects on you, your co-workers and
your customers.
• Keep in mind that you are paid for a task, as it is important
from your supervisor and organization’s point of view.
• Identify the ways you can reward yourself by completing
such tasks.

Time Management Page | 32

 2. When You are Disorganized:
• Make it a routine to clear your desk before leaving for the
day.
• As and when papers and email come, you should attend and
complete them as soon as possible to avoid a pile up.
• Plan your day, based on the important tasks to be done that
day.
• Make use of a timer to keep a track of the time you have
spent.
• Pre-plan the next day before leaving.

Now show the following slide (Slide no 35):

Discuss in detail as mentioned below:

3. When the Project feels Overwhelming:

• Break a major task into smaller easily achievable tasks.
• Initiate by doing easier tasks first to get a feel of
accomplishment and satisfaction.
• You can feel more optimistic and motivated if you reward
yourself after the completion of each sub-task.
• Ask others to give an input, as this is your first time at
handling a big project.

4. When You are a Perfectionist:

• Constantly keep reviewing the project with the supervisor in
order to see if the progress is as desired by the supervisor
and ensure that you are on a right track.
• You can avoid any potential errors that tend to occur in
future if you keep discussing the task with your co-workers
and supervisor.

Time Management Page | 33

 • Remember that no one is perfect and keeping this fact in
mind, take the tasks as a challenge rather than
procrastination.
• Adopt some stress management techniques to fight the
situations that call for more mental effort.

5. When You have Trouble Making a Decision:

• Use group unanimity to make a best decision.
• Ask you supervisors and others to give their input.
• When you do not have others to help you, make the best
choice according to your experience.

Scheduling

1. PROBE:

What are the benefits of scheduling?

Or
What are the ways in which scheduling can be done?

DERIVE:

Show the following slide to the participants (Slide no 36):

Explain the below mentioned points:

Many people do not understand the advantage of schedules; rather they

consider it restrictive. The schedules add to the benefits at work as it
allows you to:

• Allocate equal time to all important tasks.

• Avoid unnecessary interruptions by sticking to the schedule.
• Limit meetings within the time they are scheduled for, instead of
letting it go for as much people feel like.

Time Management Page | 34

 • Allot time for intervals.

Scheduling Options

There are three options for scheduling:

1. Long Term Schedules: when people have long-term goals such as

quarterly or annual goals they should start with a master planner
where they can list the major targets to be achieved each week.
This way they should allot an important task to each week and
complete their quarterly or annual tasks efficiently.

2. Medium Term Schedules: a month’s period is considered

appropriate to schedule a medium term goal. This can be divided
into weeks and set a goal to be achieved each week. If your work
cycles every month then you can use it as a snapshot for next
month as well.

3. Short Term Schedules: daily schedules fall in this category. They

keep a track of what all has been accomplished successfully till
date. This is a specified schedule because you must make it very
clear about what you have to do each day of the week. With the
help of short-term schedule you may even identify where you lack
in your time management skills.

Time Management Page | 35

 In Tray Exercise

1. Show the following slide to the participants (Slide no 37):

2. Ask them to open page no. 57 of their workbooks.

3. Tell them that this is a role-play exercise where they will play the part of a
busy bank manager who has to manage his time by clearing some backlog
items on his desk.

4. Explain the situation as mentioned below:

Your assistant has left behind 13 documents on the desk for your
attention. The items include letters, e-mails, reports and web pages that
are related to daily office work. There are varieties of Issues. There is a
list describing the summary of each item in one of the following
[Link] the items are to be reviewed and you have to write the
following:

- A list of actions that will be taken by you, including the analysis of the
key issues in each item on your desk.

- You need to prioritize each item. While doing so you have to use
these categories: High priority, medium priority and low priority. You
must focus on the urgent tasks that are to be completed within short
period and the important issues that need attention for the good of
your business.

- Decide whether you have to send an item to your colleagues or a

meeting should be called.

5. Explain the role of the manager as mentioned below:

You are Robert Anderson and through the Management Trainee Program,
you have been given a berth in Jubilee Bank. Since the completion of the
training, you have been engaged as a Team leader at the Downtown Road,

Time Management Page | 36

 Houston Branch. You had to complete Management Trainee placements in
numerous branch operations and various Head Office functions.
Jubilee Bank is a small bank that provides various products and services to
end customers in the state of Texas. The bank is headquartered in Houston.
Each branch comprises of two teams to provide services and sell different
savings, credit card products and mortgages in the following segments:
Regular and HNI ones.
As you have been able to show your prowess in your present role, the
Regional manager requests you to help the Museum Road branch in the
outskirts of Houston. Your role there will be to work as an Interim Retail
manager. What you have to do is to manage two Team Leaders and
enhance the revenue of the branch in order to save it from financial losses.
Your promotion has opened before you the avenue of showing your
management skills. Note that the Branch Manager has declared his inability
to assist you due to his hectic schedules. You have to shoulder this project
and take necessary decisions completely on your own.
The branch has had a shortage of management supervision, as the past
Retail Manager went on stress-induced sick leave at the end of March
[Link] are many urgent issues that needed clarification. As per the
instructions of the Branch Manager, you have to update her regularly on all
the issues (particularly the important ones). You have assistance from your
Personal Assistant, George Gray, who has left thirteen items on your desk
for your perusal.
Today is Monday, the 5th of November 2012 – your first day as Jubilee
Bank’s Interim Retail Manager.

6. Tell them that they have to go through all the documents listed on page no.
62 of their workbooks.

7. Tell them that they have 90 minutes to complete the task.

8. Tell them that they should spend the first 5-10 minutes to review the
documents to determine which one needs top priority.

9. Tell them that there is a template on page no. 82 where they can place the
actions and the ratings of the priorities.

Time Management Page | 37

 10. After the exercise, discuss the answers as mentioned in the workbook page
no. 90 onwards and give them feedback.

11. Explain to the participants that the answers provided there discuss the
important issues raised in the in-tray and the required/appropriate actions
to resolve these issues. The answer to each issue is not the only answer but
only one of the approaches to look into these issues.
The length of the answer is related to the type of the issue and the time
given. Therefore, the length of the answer varies.
One needs to address the high-priority issues first before looking into low
priority issues. You need to ensure that the relevant issues/problems have
been identified for each item and the action plans chalked out to address
the issues/problems.
Each answer is followed by ‘Notes’ section in italic which gives additional
explanation(s) of the issues.

12. The answers are given below for reference :

Item Priority
Key Issues and Recommendations
No (Hi/Med/Low)

Time Management Page | 38

 1. • Introduce myself to all the employees in the bank. High

• Talk to HR Manager and discuss plans for filling up vacant

Sales Executive post.

• Call George Gray, the assistant and appreciate him for

keeping the necessary items for review.

Notes:

The organizational chart is an important document as it indicates

the names and titles of the employees working in the organization.
It will be easier later while reviewing the other items. It will serve
as a ready reference for understanding the roles and
responsibilities of employees.

2. • Call the Branch Manager,Jennifer Martin and thank her for High
the memo.
• Ask her if it is possible to have a meeting with her to discuss
about the RBI visit.
• InstructGeorge Gray to schedule Innovation Group meetings
once in a month. Ask him to inform about these meetings to
all the employees.
• Ensure that all the employees attend these meetings by
sending an email and request them for their ideas for the
meetings.

Notes:

As the item is from the branch manager, keep it as a reference

while you review the rest of the items.

Time Management Page | 39

 3. • Send an email to the group and express confidence that High
they can achieve the desired targets.
• Express willingness to share experience related to sales.
• Mention that the company is going to start a scheme
wherein top performers are awarded for their efforts every
month.
• Send an email to the Branch Manager and the Finance
Manager indicating the quarterly sales trends. Mention that
I am going to improve the performance and request her to
provide any inputs/comments on the trends.
• Ask George Gray to get additional details like Regional and
National Sales data from Head Office in order to analyze the
bank’s performance.
• Set up regular meetings with the retail teams and request
the teams to update me about the issues prior to these
meetings. Inform all the team leaders that I will interact
with them after these meetings.
• Ask George to set up weekly meetings with the team
leaders. Also, ask the team leaders to send a copy of email
whenever they hold meetings with sales executives.
• Check with the Finance Manager, Ferguson Baker whether
the sales figures could be reported on a weekly or monthly
basis. This helps to monitor the sales figures on a continuous
basis and gives time to take corrective actions.

Notes:

Note that there are no sales figures for the last quarter for Alex
Reed.

Instead of reviewing the data in detail, focus on the trends. While

looking at team performance review details, this information will
be quite useful.

Time Management Page | 40

 4. • Instruct George to schedule a meeting with Jessie Taylor and Medium
find out her view on Alex Reed’s resignation. Find out why
the performance of Alex has deteriorated (Item 3).
Investigate Jessie Taylor’s responses and look into the
reasons Alex cited in his resignation letter.
• Also, ask Jessie for any suggestions in order to improve the
situation and make her understand the need for retaining
Management Trainees.
• Check with HR Manager whether there was an exit interview
and know whether he was aware of any issues like working
relationship between Jessie and Alex.
• Send an email to all to assure all the team members that
development opportunities would be provided for the staff
and appraisals would be conducted regularly. This issue is
appropriate in view of the response given by the employees
(Item 5).

Notes:

Note that your Branch Manager in his welcome letter asked to

develop Sales Executives (Item 2). This is an important role a
manager needs to play. Also, check for any other evidence for the
issues raised by Alex. Look at the date on the resignation letter and
explore the possibility of stopping Alex from leaving the company.
Also, keep in mind the constraints being faced by the HNI team, as
the one of the positions is vacant for a long period.

Time Management Page | 41

 5. • Talk to HR Manager and discuss about the Opinion Survey Medium
results and ask for a detailed report. Check whether there is
any action plan to address these issues. Ask the manager to
conduct another survey after six months to check the
improvement.

• Send an email to the Branch Manager with a copy to Area

Compliance Officer (Item 12) and express his commitment in
educating staff about the need for explaining customers
regarding the risk associated with any investment.

• Inform HR Manager, David Hill and the team leaders that

regular meetings will be held with everyone in the team
with an objective to improve sales and the work culture in
the company.

• Request HR Manager to decipher the chart and its

significance.

Notes:
The survey results are related to the branch as a whole. While
looking at other items, these results will be useful and serve as a
ready reference. It would be better to interact with HR regularly
while interpreting these results.

Time Management Page | 42

 6. • Ask HR Manager to conduct refresher training programs for Low
the management trainees, focusing on the importance of
company values, customer delight, team work, etc.,
• Based on the survey results, ask HR Manager to conduct
another values training session for other branch colleagues.
• Mention to HR Manager that one idea for improving
attendance in the training sessions is to provide lunch for
the participants, if budget allows.
• Some graduates mentioned that the experience they had
with other branches’ was excellent. Ask HR Manager
whether it is possible to get the ideas from those branches
and check whether any job rotation is possible. Also, request
him to find out the cost of implementing of the ideas.
• Ask HR to start a scheme where company’s successes are
celebrated together.
• Ask employees to volunteer for organizing monthly social
activities and get ideas from them. This is a nice way to
promote the work culture.

Time Management Page | 43

 7. • Ask team leaders whether all team members have been High
imparted the required training. If not, make necessary
arrangements to enable them complete the training.

• Talk to everyone in the team, assure them that I am keen in

their development,and indicate that suitable arrangements
are being made in this regard. Ask HR Manager for details on
my team’s performance reviews and any formal appraisals.
This will be useful in addressing the shortcomings identified
in item 5.

• Send an email to my team members (Teams dealing with

HNI and Regular Customers) and stress the need for
identifying cross-selling opportunities. Ask them to help
each other in this endeavor.

• Stress the need for working as a team and maintaining a

positive attitude. Inform that team-building events would be
organized to promote teamwork regularly.

• Ask George Gray to schedule meetings with each Sales

Executive and Team Leader (Starting with Jessie Taylor) for
discussing the performance of the team. Suggest ideas and
provide support to enable them meet their targets.

Jessie Taylor
• Congratulate Jessie for the excellent results. And stress the
need for increasing the sales performance from remaining
executives. With an open mind, find out the details on

Time Management Page | 44

 working relationship between the team members.
Emphasize the importance of working as a team. Find out
the reasons why Regular Customer Team is accusing HNI
Customer Team.

• Coach Jessie Taylorregularly and ask her to adapt her

working style suiting to the needs of the team members so
that the group performs well. Ask Jessie to share the
experiences and the techniques with others for improving
the sales performance. Check with Jessie whether she needs
any kind of mentoring from another manager.

Lisa Thomson
• Appreciate Lisa for her teamwork. Mention that customers
liked her approach (Item 13).

• Delegate to Lisa one of my projects to promote Jubilee

Bank’s values framework across the Branch.

• Check with Lisa the reasons for the lower performance

against targets. Indicate that I am interested to provide
opportunities for development to all the team members. I
ask whether she needs any support to enable her achieve
the desired targets. I inform that there is a need for
increased monitoring of sales performance.

Stephen Scott

Time Management Page | 45

 • Appreciate on the consistency of his sales performance and
his team’s positive results – particularly Tina’s performance.

• Find out the reasons for missing desired targets and

mention that I asked HNI team to focus on selling to their
respective customers. Stress the need for meeting the
targets in spite of prevailing economic conditions. Inform
that I will be monitoring the sales performance on a regular
basis.

• Tell him not to neglect Tina Williams’ development.

• Discuss the ways Stephen deals with Gary Wilson and Tina
Williams. Suggest that Stephen uses the same coaching skills
that he has used so effectively with Tina Williams to improve
Gary’s sales performance.

• Explain the importance of mentoring another manager, like

Jessie Taylor and mention that Stephen is the ideal person in
the company for mentoring. Tell him that if both he and
Jessie Taylor work together then the branch will scale new
heights.

Gary Wilson
• Tell him that I heard very good feedback about his work.
Check with him about how he feels like working for the
Bank. Find out the issues and the constraints he is facing.
Ask him about the support and guidance he is getting from

Time Management Page | 46

 his line manager. Suggest that he can learn from Tina’s
experience. Offer him my support to enable Gary achieve
the targets.

Tina Williams
• Congratulate Tina for her excellent sales performance and
mention that a positive feedback was given by the previous
Retail Manager. Inform about the identified opportunities
for her career development. Stress the need for working as
a team and ask her to mentor Gary to close difficult sales, as
this would help her in future.

• Update Branch Manager on the outcome of talking to the

team members. Suggest that if Jessie Taylor’s team-working
approach and lack of managerial support does not improve,
other ways of measuring their performance are to be looked
into.

Notes:
It is clear that Jessie Taylor is least bothered about the
effectiveness of his staff and their development. To address these
issues, it is required to involve HR department. HR will explore
ways to address the weaknesses of these individuals.

Time Management Page | 47

 8. • Contact the customer and apologize for the delayed High
response and for the actions taken by Tina Williams. Thank
the customer for bringing the issue to my notice.
• Tell the customer that I am the new Retail Manager and
introduce myself as the new Retail Manager of the Bank and
inform that the customer delight is the major priority for
me.
• Reassure the customer that Jubilee Bank complies with the
rules and regulations specified by RBI. Mention that I am
personally looking into the matter.
• Ask the customer to approach me as and when required.
Stress that the branch values all its customers and their
feedback.
• Ask George to schedule a meeting with Tina in order to
discuss the issue. I will take a copy of the letter to the
meeting and explain clearly to Tina about the complications
that may arise because of this issue.
• Tell Tina about the need for explaining the features of both
the products to the customers. Mention that the company is
not interested in short-term benefits. Customer delight is
the top priority.
• Ask her to review the records of other customers who have
bought the same loan Product and inform me whether they
have been informed of the redemption penalty.
• Review Tina’s compliance records, alongside Area
Compliance Manager. This will enable me to take the
appropriate actions with Tina in line with the procedures of

Time Management Page | 48

 the branch.
• Talk to Jennifer Martin, Branch Manager to check whether
reimbursement could be made (Payment Protection Penalty
or Early Redemption Penalty) as this needs to be done for
avoiding an investigation by RBI.
Notes:

The date of the complaint is an important factor to consider as it

indicates that no action has been taken for a long period. Though it
is a single complaint, it may be an indication of other issues too. It
also offers an opportunity to think in a broader perspective and
result in ways to minimize negative impact.

It is important to ensure that all the team members are strictly

following all the bank’s compliance procedures. For this, all the
team members should be given compliance training. Items 2, 5, 7
and 11 also indicate the same viewpoint.

9. • Plan to meet the Marketing Manager, Samuel Davis and Medium/Low

discuss the marketing focus on HNI Customer products. Take
his feedback on increased marketing of Regular customer
products in future.
• If Samuel Davis agrees, look to swap some of the HNI
marketing with Regular marketing in the near future.
• Talk to Jessie Taylor and understand his viewpoint. Schedule
a meeting with the Branch Manager and discuss about the
needs of Regular and HNI customer segments in detail.
• In view of the prevailing economic scenario and sales
performance, I suggest increasing focus on Regular
customer sales and mention that the fall in HNI customer
sales could be due to the prevailing economic downturn.

Time Management Page | 49

 Notes:

While following emails, it is better reading from the bottom one

first. Note the dates and times of the emails. Note that the
responses came in quick succession.

10. • Ask George to schedule the next Innovation Group Meeting Medium
(if not done earlier; item 2).
• Ask Team Leaders during briefing sessions about the way
the team members feel about the Innovation Group
Meetings.
• Tell them that I am surprised at the low attendance of the
last meeting and ask them for finding out ways to overcome
any constraints.
• Ask them to share the responsibility of chairing the
meetings. Ask one of them to prepare agenda and the other
to take notes and chair the meeting.
• Ask to add the following to the agenda for the next meeting
:
- Jubilee Branch to hold competitions for the best ideas
suggested by the employees.
- Forming groups that look into the performance of

Time Management Page | 50

 other branches.
- Inviting Retail Managers from other branches which
are successful
- Discussing customer complaints as this is important
and not addressed in the earlier meeting.
• Ask Stephen to discuss about his perception of competitors’
web sites in the next meeting and ask him to check with his
sales executives and come up with the best ways to address
the concerns of the customers.
• Ask Stephen to prepare a list of costs and pros/cons of his
sales initiative ideas.
• Suggest that Jessie Taylor prepares a business plan for
assigning personal bankers to each HNI customer and
presents this to the Branch Manager. Ask the Team Leaders
to work together for implementing this initiative once
agreed.
• Email Branch Manager and explain the importance of
signing off the Sales Executive recruitment campaign –
indicate that you talked to HR.

Notes:

Note the times, dates and attendances of meeting minutes to

understand the context. This one was about a month ago. It lasted
for only 1 1/2 hours and only a few people attended the meeting.
Note that there was no representative from the HNI team. So the
discussion could be biased.

These meetings are held monthly so we are due another soon.

Keep this in mind when organizing the next meeting (responses to

Time Management Page | 51

 item 2).

Use the opportunity to develop an Innovation Group agenda to

show that you can generate some innovative ideas of your own.

Take the opportunity to evaluate the networking opportunities that

are listed – rather than mentioning that all or none should be
progressed.

11. • Ask George to schedule a joint meeting with Jessie Taylor Medium
and Stephen Scott after having one-to-one meeting with
them.
• In the meeting, I will discuss the queuing problem and other
issues related to teamwork. Make them understand the
implications of these issues.
• Ask them to strive for better customer experience. Explain
them the importance of teamwork and its benefits. Ask the
Team Leaders about branch procedures in this area. Ensure
that both play an important role so that the team workers
work together without blaming one another.
• Ask Jessie Taylor and Stephen Scott to start a system
wherein the members of the team are rewarded for their
contribution towards improving teamwork.
• Discuss with both Team Leaders about the positive
contributions made by MTs.

Time Management Page | 52

 • Agree that Jessie is not free to attend training programs and
stress that it is equally important to attend compliance.
Suggest that both of them appear for RBI’s professional
compliancequalifications as a part of their career
development plans.
• Inform the Branch Manager and Operations Manager that I
know of the queuing problem. I will tell him that I spoke to
the concerned team leaders and assure that the similar
situations would not happen again.

Notes:

It is clear that the allocation of resources is not adequate. Items

1, 3 and 10 also confirm this view. Understand that the
Procedures Manual is missing and also be aware of the attitude
of employees towards compliance training. Make them
understand the need for attending the compliance training.
(Refer to Item 12 answer).
12. Instruct George to send all training requests within the next 2days Medium/High
in order to guarantee places for all the team members to enable
them attend the compliance training. Also, ask him to obtain the
course dates from the training department and inform them the
participants to make a note of it and attend the training programs.

Priorities would be as under:

1. Sales Executives to attend Compliance Training Sales

Accreditation Course (Level 2) and Team Leaders to attend
Compliance Training Sales Accreditation Course (Level 3).

2. Team Leaders to attend additional training courses like

Making mentoring work (Jessie Taylor and Stephen Scott)
and Managing Staff (Jessie Taylor)

3. Sales Executives to be given the most appropriate additional

training like Talking to Customers with Confidence (Lisa and
Gary), Understand All That Your Customer Needs (Lisa), and

Time Management Page | 53

 Making Mentoring Work (Tina Williams).

Send an email to the retail team and promote RBI’s training

courses that are recognized as a professional qualification. Also,
indicate that the fees for the courses will be reimbursed Copy this
to the Branch Manager. Check the possibility of running the RBI
professional qualification courses at the branch.

Notes:

Many issues are raised till now. This training workshop memo is a
very good opportunity to improve the performance of the branch.
It gives an opportunity to identify suitable training programs for
the team members.

13. Send Email to both the Team Leaders and tell them that I am Medium/Low
giving importance to the compliance issue across the branch. Ask
for their view about linking any future compliance violations to the
bonus system.

Email Branch Manager and Operations Manager to highlight that:

- Staff manning the Enquiries Desk is facing problems on

Saturdays. They could not manage the customers on Saturdays.
Check whether the recruitment of sales executive will help.
Discuss whether procedures are to be revised.

- Discuss with them the idea given by Stephen – assigning

personal bankers to HNI customers. It may reduce the number
of customer complaints.

Send this Operation Manager’s Memo to Stephen. Suggest him to

include few comments given by the customers in his presentation
to the Branch Manager.

Ask George to talk to the Operations Manager, Thomas Young and

find out how recent these comments are. As there are no dates on

Time Management Page | 54

 the comments, it is possible that few of them are irrelevant.

Notes:

There are no dates indicated on these customer comments but

since George has kept it for your attention, you can assume they
are relevant. Show that you are interested to learn from
customers’ feedback and devise a proper system to address their
issues.

All the issues raised in this item relate to other previous items. The
queue problem was raised previously in Item 11. This issue is here
escalated to the attention of the Branch Manager. Now It is known
that the Enquiries desk was also unmanned. More potential
compliance issues surface in this last item (HNI Gold Card, Student
Overdraft Facilities).

Now show the following slide (Slide no 38):

Thank the participants and ask them to fill up the feedback forms.

Time Management Page | 55