Introduction

Human resources professionals are tasked with much more than technical duties—they are central to fostering positive relationships within an organization. To succeed, HR specialists must continuously provide support to both employees and management. As such, the ability to use interpersonal or soft skills effectively becomes crucial. This course addresses the situations that require HR professionals to extend their expertise beyond technical knowledge and demonstrates how to develop the necessary interpersonal skills to manage these challenges. The focus is on equipping you with the tools to engage with others, resolve conflicts, and foster a positive, productive work environment.

Course Objectives

Upon completion of this course, participants will be able to:

• Understand the role of communication and its impact on HR functions.
• Apply fundamental business writing principles to produce clear and effective HR reports and correspondence.
• Master conflict resolution strategies, including methods of influence and negotiation.
• Cultivate a customer-centric mindset in HR practices, emphasizing both internal and external relationships.
• Select appropriate training, mentoring, and coaching techniques tailored to HR-specific challenges.

Course Outline

Day 1: Communication Skills for HR Professionals

• Defining communication in the HR context
• The key characteristics of an effective HR communicator
• Effective interviewing techniques:
  • The STAR technique
  • The FACT technique
  • Probing and leading techniques
• Active listening and empathy in HR interactions
• Introduction to public speaking for HR professionals

Day 2: Business Communication and Report Writing in HR

• Essentials of business writing for HR practitioners
• Best practices for drafting HR reports
• Common pitfalls in writing HR correspondence and reports
• Analyzing examples of effective HR-related communication
• Conflict resolution in HR:
  • Understanding the sources of conflict
  • The Thomas-Kilmann Conflict Mode Instrument
  • Practical applications of influencing skills in HR

Day 3: Customer Service in HR

• Defining customer service within HR
• Understanding internal versus external customers
• The significance of customer service in HR functions
• Identifying and meeting the needs of HR clients
• Fostering a customer service-oriented mindset in HR departments

Day 4: Training and Mentoring Employees and Managers

• The distinctions between training, mentoring, and coaching
• The role of HR in training and mentoring initiatives
• Best practices for coaching and mentoring employees and line managers

Day 5: Core Principles of Effective Training

• Key principles in coaching and mentoring:
  • Feedback
  • Accountability
  • Challenge
  • Tension
  • Systems approach to development

Day 6: Advanced Communication Techniques

• Understanding and interpreting non-verbal communication:
  • Types of non-verbal cues and body language
  • The influence of body language on HR interactions
• Managing difficult conversations:
  • Techniques for delivering tough news
  • Strategies for managing emotions during challenging discussions
  • Practical role-playing to simulate HR-related scenarios

Day 7: Advanced Conflict Resolution Skills

• Mediation and arbitration techniques for resolving workplace disputes
• Stress management techniques in conflict situations
• The role of HR in fostering a positive conflict culture
• Building a culture of respect and collaboration in HR
• Tools for assessing and improving team dynamics

Day 8: Enhancing Employee Engagement

• Factors influencing employee engagement
• How HR drives employee engagement initiatives
• Effective engagement techniques:
  • Providing feedback and recognition
  • Building an inclusive and supportive workplace culture

Day 9: Negotiation Skills for HR Professionals

• Key elements of the negotiation process
• Effective negotiation tactics for HR professionals
• Avoiding common negotiation mistakes
• Applying negotiation skills to HR scenarios:
  • Salary and compensation discussions
  • Conflict resolution negotiations
  • Vendor and partner negotiations

Day 10: Personal Development and Continuous Improvement

• Self-assessment tools to evaluate personal skills
• Using feedback to foster continuous improvement
• Developing a personal growth plan:
  • Setting SMART goals for professional development
  • Identifying learning resources and opportunities
• Building a network of mentorship and support

Conclusion

This course is designed to enhance HR professionals' ability to handle complex workplace situations by strengthening their interpersonal skills. Through a combination of theoretical concepts and practical applications, participants will gain the knowledge and tools to resolve conflicts, communicate effectively, engage employees, and foster strong relationships with both internal and external stakeholders. These skills will contribute significantly to the success of HR professionals and their organizations.