Course Objectives
- Define communication and explain its importance to the work of human resources professionals
- Apply the main principles of business and report writing
- Produce written human resources correspondence and sample human resources reports
- Practice the basic skills of conflict resolution including influencing
- Explain the importance of customer service in human resources and the steps to build the required mindset
- Choose the most appropriate basic coaching and counseling techniques in human resources specific situations
Course Outline
Day 1
Client-Centric HR Departments
- Definition of customer service
- Internal customers versus external customers
- The importance of customer service in HR
- Who are the HR customers
- Building a customer service mentality in the HR department
Coaching and Counseling Employees and Line Managers
- Coaching, counseling, and mentoring
- Importance of coaching and counseling to HR professionals
- Differences between coaching, counseling, and mentoring
Day 2
Human Resources and Communication
- Definition of communication
- Communication in HR
- Characteristics of an effective HR communicator
- Questioning techniques
- Listening and empathy
- Interviewing techniques:
- The STAR technique
- The FACT technique
- The probing technique
- The leading technique
- Basics of public speaking
Day 3
HR Business Communication and HR Reports
- Basics of business writing
- Writing HR reports
- Common mistakes in writing HR correspondence and reports
- Examples of HR correspondence and reports
- Conflict Resolution: A Required Skill for HR Professionals
- Definition of conflict
- Sources of conflict in HR
- Thomas Kilmann conflict model
- Influencing skills
- Practical applications in HR
Day 4
The ‘GROW’ model of a super coach:
- Setting a goal
- Checking reality
- Identifying options
- Gaining commitment through will
Day 5
The 5 principles of coaching:
- Principle 1: feedback
- Principle 2: accountability
- Principle 3 challenge
- Principle 4: tension
- Principle 5: systems
Targeted Groups:
- Training Managers
- Training Coordinators
- Training Administrators
- Training Staff
- HR Managers
- HR Staff
