Course Details
Course Outline
5 days course
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 Report
- 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
- HR Customers – Who Are They!
- Building a Customer Service Mentality in the HR Department
Coaching and Counselling Employees and Line Managers
- Coaching, Counseling and Mentoring
- Importance of Coaching and Counselling to HR Professionals
- Difference 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 (Topic, Goal, Reality, Options, Will)
Emotional Intelligence (EI): The Base for Honing HR Professional Competencies
- Definition of Emotional Intelligence
- Self-Awareness and Self-Management
- The Importance of EI for HR Professionals
- Developing EI Competencies
- Daily Applications in the HR Environment
