Course Outline

Module 1: HR Communication Skills

• Defining effective HR communication
• Using STAR, FACT, and probing techniques
• Applying listening and empathy skills
• Practicing public speaking for HR
• Case Study: Conduct an employee interview

Module 2: HR Business Writing

• Mastering business writing for HR
• Producing HR reports and correspondence
• Avoiding common writing mistakes
• Using Microsoft Word for HR documents
• Case Study: Draft an HR policy report

Module 3: Conflict Resolution in HR

• Understanding conflict sources in HR
• Applying the Thomas Kilmann conflict model
• Using influencing skills for resolution
• Using mediation techniques
• Case Study: Resolve an HR conflict

Module 4: Client-Centric HR Service

• Defining customer service in HR
• Identifying internal and external HR customers
• Building a customer service mindset
• Using CRM tools for HR service
• Case Study: Design a client-centric HR process

Module 5: Coaching and Counseling in HR

• Understanding coaching, counseling, and mentoring
• Applying the TGROW coaching model
• Using feedback and accountability principles
• Using Microsoft Teams for coaching sessions
• Case Study: Coach an employee using TGROW