cipd foundation level core unit developing yourself as an effective hr or ld practitioner
TRANSCRIPT
CIPD Foundation LevelCore Unit
Developing yourself as an effective HR or LD
Practitioner
CIPD Foundation Level Core Unit
CIPD Foundation Level Core Unit
What do we need to know about each other?
• What am I doing here?
• Brief background
• Something unique about me!
• How would I describe my personality?
CIPD Foundation Level Core Unit
Aim
• To equip learners with the knowledge and skills required of a professional HR and/or LD practitioner so that they can add real value to their organisation.
CIPD Foundation Level Core Unit
Learning Objectives• Explain the concept of the ‘3 legged organisation’
(Dave Ulrich) and describe the function of the 3 legs: Shared Service Centre, HR Business Partners and Centres of Expertise
• Identify the key features of effective customer care, why it is important and how this applies to the HR function and its service delivery
• List the full range of customers of HR and the services they require
• Explain the ‘stakeholder concept’ and identify ways of mediating between conflicting priorities
CIPD Foundation Level Core Unit
Learning Objectives• Explain ways of measuring customer service, including
Service Level Agreements (SLA) and Key Performance Indicators (KPI)
• How to adapt your style when dealing with different customers and different situations
• Adopt a positive approach to complaints as a means of delivering service improvement
• Identify how to turn complaints (and other forms of feedback) into tangible service improvement through SMART objective setting
• State ways that HR and LD practitioner can add value to the business/organisation
• Respond positively to feedback and use Continuing Professional Development as a means of developing and enhancing their performance as HR/LD business professionals
CIPD Foundation Level Core Unit
Shared Services Centre
HR Business Partners
Centres of Expertise
Business/Organisation
CIPD Foundation Level Core Unit
CIPD Foundation Level Core Unit
CIPD Foundation Level Core Unit
CIPD Foundation Level Core Unit
CIPD Foundation Level Core Unit
How does it go wrong?
• Language not understood – jargon, acronyms• Poor choice of words or use of jargon• Unclear speech or writing; ambiguity• Message sent to the wrong person• Inappropriate medium• Message is too long or too complex• Noise or other interference in the environment• Receiver hears what they are expecting to hear• Receiver isn’t paying attention
CIPD Foundation Level Core Unit
7%Verba
l38%
Tone of voice
55%Body language
CIPD Foundation Level Core Unit
CIPD Foundation Level Core Unit
CIPD Foundation Level Core Unit
CIPD Foundation Level Core Unit
All,
‘You will no doubt be aware of the anxiety and unhappiness throughout the business unit following Bob’s (The CEO) announcement about the proposed merger, the TUPE arrangements and the inevitable redundancies, which he made at the ‘town hall meeting’ last month. I am extremely concerned that, after nearly 3 weeks, no further communication has followed. Staff are in the dark and are starting to complain. This lack of communication at a critical time is simply not acceptable. Surely there must be some news? What’s going on? I am aware, of course, about the need to manage communications carefully, but there is, in my view, information that could be filtered down from the Senior Management Team (I should know as I’m on it!).
Rgds
Pat
CIPD Foundation Level Core Unit
CIPD Foundation Level Core Unit
CIPD Foundation Level Core Unit
Aim
• To equip learners with the knowledge and skills required of a professional HR and/or LD practitioner so that they can add real value to their organisation.
CIPD Foundation Level Core Unit
Learning Objectives• Explain the concept of the ‘3 legged organisation’
(Dave Ulrich) and describe the function of the 3 legs: Shared Service Centre, HR Business Partners and Centres of Expertise
• Identify the key features of effective customer care, why it is important and how this applies to the HR function and its service delivery
• List the full range of customers of HR and the services they require
• Explain the ‘stakeholder concept’ and identify ways of mediating between conflicting priorities
CIPD Foundation Level Core Unit
Learning Objectives• Explain ways of measuring customer service, including
Service Level Agreements (SLA) and Key Performance Indicators (KPI)
• How to adapt your style when dealing with different customers and different situations
• Adopt a positive approach to complaints as a means of delivering service improvement
• Identify how to turn complaints (and other forms of feedback) into tangible service improvement through SMART objective setting
• State ways that HR and LD practitioner can add value to the business/organisation
• Respond positively to feedback and use Continuing Professional Development as a means of developing and enhancing their performance as HR/LD business professionals
CIPD Foundation Level Core Unit
CIPD Foundation Level Core Unit
Centres of Expertise
• Individuals or teams that supply a particular expertise - Examples:– Industrial Relations experts - Trade
Union negotiations– Graduate recruitment
• May be located at head office, or sometimes in different locations – likely to travel to where required on an ‘as and when needed’ basis
CIPD Foundation Level Core Unit
Shared Services
• Applies to multi-site/units – HR services centralised and then shared
• Examples – central database of employees, internal call centre providing advice on legal matters
• Focus on day-to-day transactional and operational activities that are most likely to be shared
CIPD Foundation Level Core Unit
HR Business Partners
• Located in particular locations or business divisions
• Partnership – develop the business (mention the CIPD’s current focus on HR practitioners as business drivers)
• Day-to-day administration is covered elsewhere
• Focus on problem solving with managers• Responsibility for strategic decision
making