2. CIPD Foundation Level Core Unit Developing yourself as an effective HR or LD Practitioner

3. CIPD Foundation Level Core Unit

4. 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?

5. 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.

6. 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

7. 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

8. CIPD Foundation Level Core Unit Shared Services Centre HR Business Partners Centres of Expertise Business/Organisation

9. CIPD Foundation Level Core Unit

13. 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

14. CIPD Foundation Level Core Unit 7% Verbal 38% Tone of voice 55% Body language

15. CIPD Foundation Level Core Unit

18. 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

19. CIPD Foundation Level Core Unit

21. 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.

22. 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

23. 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

24. CIPD Foundation Level Core Unit

25. 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

26. 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

27. 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