Report 2 - Grade: B PDF

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Developing Yourself as an Effective Human Resources or Learning and Development Practitioner Report Activity 1 – Introduction - The CIPD 2018 Profession Map 1.1 – Briefly summarise the CIPD 2018 Profession Map (i.e. the values, core knowledge, core behaviours and specialist knowledge areas). 1.2 – Identify the specialist knowledge area (s) which you consider most relevant to your own (or other identified) HR/L&D role and comment on the relevance of the knowledge standard (at foundation or associate level) to your role. Activity 2 – With reference to your own (or other identified) HR/L&D role, outline how an HR/L&D practitioner should ensure the services they provide are timely and effective: 2.1 – Understanding customer need (include examples of three different customers and one need for each, and explain how you would prioritise conflicting needs). 2.2 – Effective communication (include examples of three different communication methods and the advantages and disadvantages of each). 2.3 – Effective service delivery (Include: delivering service on time, delivering services on budget, dealing with difficult customers, handling and resolving complaints). Activity 3 3.2 – Undertake a self-assesment against selected areas of the CIPD 2018 Profession Map (at least one specialist knowledge are and one core behaviour area (both at either foundation or associate level)) and identify areas for your further development.

Eva Diaz

1.1

Briefly summarise the CIPD 2018 Profession Map (i.e. the values, core knowledge, core behaviours and specialist knowledge areas).

The CIPD Professional map is a tool, and set of standard, which HR professionals can use to continuously improve the workplace, and to develop internally by committing to improving upon the standards outlined in this map. The purpose of the map is to give a professional identify which is shared across industries, companies and organisations, by providing those who work in HR a set of standards, skills and values to operate with. The specific values outlined are share key characteristics. They are: Principles-led, evidence based, and outcomes driven. The principles ensure that professionalism, people and work are kept at the heart of decision making. Core knowledge provides the foundation with which HR professionals must use for effective decision making. Six core areas of knowledge are defined: People Practice, culture and behaviour, business acumen, analytics and creating value, and digital working. These areas specifically have been defined as primary skills required to become a successful and effective HR professional. The HR industry values core behaviours which govern decision making across organisations. Although challenging and dynamic situations may arise which require outside the box thinking; a series of 8 key behaviours are used to bring a sense of professionalism and order into the HR decision making process. Ethical practice, professional courage and influence, valuing people, working inclusively, commercial drive, passion for learning, insights focussed and situational decision making comprise these 8 behaviours. These are important because they mean that decisions are both beneficial for the business and human focussed, whilst also providing a framework and structure to a decision making process that can frequently be dynamic due to the uncertain nature of some business challenges. Finally, there are specialist knowledge areas which build upon the foundation. These may be used at any level, and include information on employee experience and relations, diversity and inclusion, learning and development, organisation development and design, people analytics, resourcing, talent management, and reward. Hypothetically, mastery of the CIPD map would provide a company with an excellent and efficient HR worker. The specialist skills ensure that the right choices are made at a development level. For example, the right new hires are made that fit with the company culture, or that people are managed in a way that identifies key strengths, and places them in roles that benefit both the individual and the company. 1.2 – Identify the specialist knowledge area (s) which you consider most relevant to your own (or other identified) HR/L&D role and comment on the relevance of the knowledge standard (at foundation or associate level) to your role.

Subsequently analysing and understanding the different concepts outlined in the specialist knowledge section, I have been able to identify two specialist knowledge areas I consider are the most relevant to my future role as and HR professional at a foundation level, these areas are the following: Talent management and diversity and inclusion: these two disciplines interwork together to bring the best talents to an organisation and encourage them to stay. Diversity and inclusion: is related to recruiting but as professionals we must take in consideration that when recruiting we are going to be hiring a variety of people. To carry out an effective and transparent inclusion we must understand, accept and value the differences between people by including them and making them feel welcome and part of the team. The planet earth is made up of different races, ethnicities, genders, ages, religions, disabilities, and sexual orientations with differences in education, personalities, skill sets, experiences, and knowledge

bases and as professionals, we must learn how to include all of them to get the best outcome inside our business. Talent Management: Human Resources professionals can control the talent management task within an organisation by being able to recruit, hire, preserve, and develop the most talented prospects in the job market while being able to keep valuable employees and help them to keep devolving to motivated stay with the organisation in the long term. When the talent management is completed correctly, organisations can build a sustainable competitive advantage and overtake their competition through a combined system of talent management practices that are hard to copy and/or imitate. Activity 2 – With reference to your own (or other identified) HR/L&D role, outline how an HR/L&D practitioner should ensure the services they provide are timely and effective: 2.1 – Understanding customer needs (include examples of three different customers and one need for each, and explain how you would prioritise conflicting needs). Customer type

Customer needs

My action

Conflict prioritising

Managers

Guidance and advice on staff issues e.g.

Finally, the Third - Manager management training would be finalised as it is an activity that directly relates to behaviours and continuous improvement of people management.

Employees

Training advice.

The training of the staff would be the subsequent deliverable as it is a skill based learning that is directly involved with procedures of the organisation.

Second - Employees

Potential employees

Induction or information about the company policies such as terms of employment.

As recruiting is a temporary target, I would deal with the potential employee request first by providing them

First - Applicants

with the needed information about the company.

2.2 – Effective communication (include examples of three different communication methods and the advantages and disadvantages of each).

Face-to-face conversation: This method can be formal or informal; it develops through verbal and spoken communication. Through this practise people can understand each other and exchange their points of view Advantages

Disadvantages

Instant response

Not very effective in large meetings

Easier expression of feelings

Ineffective if the listener is not focussed

Suitable for discussion and learning

Time consuming

very

E-mail: is a system for sending messages from one person to another via telecommunications links between computers or terminals using dedicated software. Advantages

Disadvantages

Very easy to use

Work only with internet connection

Can be sent and received at any time not only to one person but to a wider group

You may have to wait for a long time for a response

Capacity to attach files , images and important documents

No emotional misunderstandings

responses

or

Phone: This way of communication allows people to have small discussions / meetings without having to move to a single location and any distance. This method works thanks to long conductors or by radio signals. Advantages

Disadvantages

Instant in response as it is a direct form of communication.

A very reliable, signal is needed

Cost effective (no need to spend money for travelling for a meeting)

International time zones

Easy to use

There may be a slight delay between responses

2.3 – Effective service delivery (Include: delivering service on time, delivering services on budget, dealing with difficult customers, handling and resolving complaints).

Delivering service on time: there are some steps that I follow which helps me to deliver my service on time. First, I have a To Do List in which I write every task that I have and prioritize those tasks based on their importance, and I am always using the Outlook calendar, for example if I have a meeting or an interview I always make an appointment and book my calendar which helps me to manage my time and organize myself which eventually helps me in order to deliver the service on time. Delivering service on budget: the budget is set based on planning and estimating the needs of the current year and also based on the budget of the previous year with the help of the finance department of the company. Dealing with difficult customers: there are a lot of different customers, there are the demanding, the rude and even the disrespectable, and for each one of them there is a certain way of approach to be able in dealing with them, but in general the HR practitioner should remain calm and always polite and respectful. Handling and resolving complaints: First, listen carefully to complaint and let the employee / customer finish with his/her complaint, plan a proper answer and show empathy and finally solve the complaint as quickly as you can if not you should determine the person who can help the employee in solving the complaint....