1. Road Map Rx For Outrageous HR Services Tippy Amick, Ph.D.

2. Why People Come For Our Services Effective Service Provider Characteristics Listening and Other Non-Verbal Behaviors Diversity and Service Provision Managing Anger and Attitudes Taking Care of Yourself Agenda

3. Come to HR for…. Solution to a problem Feeling frustrated and unable to solve the problem themselves Upset about a situation and seeking HR guidance

4. Effective Service Provider Characteristics Warmth and genuineness Competence/skill Energy and enthusiasm Flexible Being supportive, being there Respect for customers (and differences) Good listeners

5. Good Listening Techniques Eye Contact Body Language Pause Before Responding Low, Slow Voice Put Aside Distractions Resist Internal Distractions Furniture Position

6. Non-Verbal Communication 55% of message is non-verbal 38% tone 7% words we use

7. Cultural Diversity and Service Provision Cultural Baggage Proverbs and Sayings Fundamental Cultural Differences language/communication appearance/dress time consciousness values/norms sense of self and space

8. Generational Differences Born between 1980 - present = Gen Y, Nexters or Millennials. Three generations at workplace Y’s: Independence Life comes before work

9. Anger Angry people are hurt people Angry people need Get it off their chest Believe someone hears them Finding your center Avoiding getting hooked

10. Actions with Angry People Stay focused on issue Really listen Pause and think Show confidence and empathy Repeat your message/solution Short, slow responses Normal tone of voice

11. On the Phone Show interest Take notes Use their name Get on their team Repeat problem Help or relay Thank them Follow through

12. Handling Your Frustrations Warding off burnout Signs of unmanaged stress Physical consequences of stress Expansion contraction theory (AUO) Commit to taking care of yourself

13. Taking Care of Ourselves Work off stress Good nutrition Talk it over Avoid self-medication Sleep and rest Do something for others One thing at a time Play, get a hobby Use natural tranquilizers

14. Thank you For your smiles and attention For the important work you do For the time I have had with you