Why Attend
As human resources professionals, you do a lot more than just technical human resources work. Support must be constantly provided to employees and line managers. 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 stands apart 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
This 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
