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