Introduction

This course is for Human Resources professionals or those who are about to start a career in Human Resources. The programme is also essential for experienced admins and managers in Human Resources who wish to update their knowledge and skills about the cutting-edge techniques in the various Human Resources functions.

Objectives

Identify communication and explain its importance to the work of HR professionals.
Produce written HR correspondence and sample HR reports.
Amplify the basic skills of conflict resolution including influencing.
Comprehend the main principles of business and report writing.
Apply basic coaching techniques in HR specific circumstances.
Explain the keys of customer service in HR and the steps to establish the required mindset.
Course Outline

Day 1

Human Resources and Communication

Definition of Communication.
Communication in HR.
Questioning Techniques.
Listening and Empathy.
Characteristics of an Effective HR Communicator.
Interviewing Techniques:
The STAR Technique
The FACT Technique
The Probing Technique
The Leading Technique
Public Speaking fundamentals.
Day 2

Client-Centric HR Departments

Understanding Customer Service.
Internal Customers versus External Customers.
The significance of Customer Service in HR.
Establishing a Customer Service Mentality in the HR Department
Day 3

HR Business Communication and HR Report

Fundamentals of Business Writing.
Writing HR Reports.
Common Mistakes in Writing HR Correspondence and Reports.
Examples of HR Correspondence and Reports.
Day 4

Conflict Resolution: A Required Skill for HR Professionals

Definition of Conflict.
Sources of Conflict in HR.
Influencing Skills.
Thomas Kilmann Conflict Model.
Day 5

The 5 Principles of Coaching for HR Professionals:

Principle 1: Feedback
Principle 2: Accountability
Principle 3 Challenge
Principle 4: Tension
Principle 5: Systems
The “TGROW” Model of a Super Coach (Topic, Goal, Reality, Options, Will).