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Why Attend
As human resources professionals, you do a lot more than just technical human resources work. Support must be provided to employees and line managers in a constant manner. This is why human resources professionals find themselves having to capitalize on their human relations abilities or soft skills to deliver their work effectively. This is the beauty of this course. It is one of a kind in recognizing situations in organizations that demand special care and attention from human resources professionals outside of their technical human resources competences. This course addresses those situations and shows you how to develop the right soft skills to handle them.
Course Methodology
The course uses a discussion based approach in addressing the various topics covered combined with round table discussions, presentations and role plays.
Course Objectives
By the end of the course, participants will be able to:
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
Target Audience
Human resources professionals or those who are about to start a career in human resources such as administrators and specialists. The course is also beneficial for experienced officers and managers in human resources who wish to update their knowledge and skills about the latest techniques in the various human resources functions.
Target Competencies
Working with people
Presenting and communicating
Applying expertise and technology
Following instructions and procedures
Planning and organizing
Achieving goals and objectives
Course Outline
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
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
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
The 5 principles of coaching:
Principle 1: feedback
Principle 2: accountability
Principle 3 challenge
Principle 4: tension
Principle 5: systems
The 'TGROW' model of a super coach:
Choosing a topic
Setting a goal
Checking reality
Identifying options
Gaining commitment through will
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