Interpersonal Skills for HR Professionals

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