Interpersonal Skills for HR Professionals

Introduction

Course Objectives of Interpersonal Skills for HR Professionals

• 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 of Interpersonal Skills for the HR Professionals

Day 1

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 2

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 3

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, counseling, and mentoring
•   Importance of coaching and counseling to HR professionals
•   Differences between coaching, counseling, and mentoring

Day 4

The 5 principles of coaching:

•   Principle 1: feedback
•   Principle 2: accountability
•   Principle 3 challenge
•   Principle 4: tension
•   Principle 5: systems

Day 5

The 'GROW' model of a super coach:

•   Setting a goal
•   Checking reality
•   Identifying options
•   Gaining commitment through will