First segment Profession areas: contains ten activities that human resources apply for the employee to gain knowledge.
Performance and reward:
Assist in create and sustain a high achieving organization culture environment by carrying programs that prize and recognize the productivity and capabilities of the employee. Through motivation, employee enhances their skills and performances and experience to receive a reward for an outstanding performance. For example; American Express Company, any agent who meet the quality of the call center and deliver the message in a professional way, by having high quality and quantity calls, the agent will be recognized and rewarded for this outstanding performance. Another example; in Ithamar Bank any employee who has a creative and innovative idea will get rewarded, this is an appreciation from the bank to encourage the behavior of brainstorming, which might lead the company to huge success.
Learning and development:
Learning and development is a subdivision of human resources department, which objects to develop and to educate group and individual performance by increasing and enhancing knowledge and skills. For example; Direct English institution provided me for a course in human resources course CIPD in order to have improved effect company by applying the benefited knowledge from the course. Developing the human capital to have a better outcome performance and experience and knowledge helps the company to have improved outcome. Learning and development is part of an organizations management strategy which is designed to align with the organizations general vision and goals.
Organization design: confirms the companys structure design is according to companys goals for both the long run and for the short. Organization development: ensures that human resources applies its strength and improving its weakness to develop the organization by changing its activities through align strategies with the companys objective. Resourcing and talent planning: ensure that the human resources the use its assets in useful and efficient and productive approach for achieving companys objective. Employee engagement: ensures that to improve the communication skills in the work environment for greater productivity and greater contribution toward the companys objective through leadership Employee relations: enhance the relationship between the employees and manage it through the companys structure through policies and code of conduct and rules and by relevant law. Service delivery and information: Ensures the quality and information of the customer through human resources by applying project management to enable effective and cost-efficient service delivery throughout the company.
Learning and managing human resources function: Ensures that the leadership is to hence the maximizing the contribution by supporting and developing others, by acting as a role model in the organization. Strategy insight and solutions: develop a strategy that aligns with the companys vision by improving the understanding of the organization. Second segment behaviors: The Profession Map Behaviors define the capabilities for human resources profession. Human resources need to carry and achieve related role to reach the level of professionalism, the role requires specific competencies to be proven at each band level throughout the human resources path.
Courage to challenge:
Shows courage and confidence to speak up skillfully and to challenge others, even when challenged with resistance or unfamiliar circumstances. For example; you have to prepare a presentation for an important meeting for the first time, the person needs to overcome this challenge and break their fear of a failure, by putting the trust in their self for this accomplishment.
Regularly leads by example. Acts with honesty, A role model is a person other individuals look up to in order to help define appropriate behaviors. Role models can be either positive or negative. For example, positive role models offer a variety of supportive or valuable behaviors and actions. On the other hand, the negative role models offer examples of injurious or troublesome failure behaviors and actions.
Curious: Future concentration, create an evolving and innovative ways to add value to the organization. Decisive thinker: Establishes the ability to investigate and understand data and information. Using knowledge and information in a structured way to recognize opportunities. Skilled influencer: Reveals the ability to inspire and to gain the necessary commitment and support from the organization. Personally credible: create professionalism through joining commercial and human resources expertise to add value to the organization. Collaborative: Works effectively and inclusively with a variety of employees, both within and outside of the organization. Driven to deliver: Establishes determination, creativity, and persistence to carry the finest outcome for the organization and its people.Third segment bands: The four bands of professional competencies define, the contribution that human resources professionals mark at every stage of their profession. It aids to give a clear path and emphasis to all human resource professionals progress planning and behaviors. At Band 1: the role would be a human resource consultant, whose role would be to focus on consumer support and direct and ongoing problems, spend time providing information, handling data and serve the consumer with facts and evidence and peace of mind. They must also be well-organized, flexible and give client satisfaction. Band 2: the role would a human resource advisor who counsels and manages human resource related matters and linking to the individual or a team. Human resource advisor has an understanding of the estimated process and solutions available. Assists the consumer with flexible selections and recommendations and allow frequent business. Band 3. Leads a professional range acting as an advisor or partner, reports the key human resource challenges at an organizational level for the average and long-term. Band 4. Leads and accomplishes professional areas in the organization. Responsible for developing and carrying organizational and human resource strategy.Activity 2
In order to priorities the conflicts within the company and to manage the customers priority, each matter needs to be adjusted to either imported or urgent. Upon this, a decision can be made whichever is important or urgent, and the matrix describes it into four categories,
1. Important and Urgent: There are two different types of urgent and important activities: ones that you could not have expected and others that you have left until the last minute.
2. Important but Not Urgent: These are the activities that support you to achieve your personal and professional goals for the long run and complete important work.
3. Not Important but Urgent: Urgent but not important tasks are things that prevent you from accomplishing your goals always try to reschedule or delegate them.
4. Not Important and Not Urgent: These activities are just a disruption, avoid them if possible.
An external customer is someone who consumes your businesss products but is not part of your company. For example, an external customer is an individual who enters your store and buys merchandise or service. An internal customer is any member of your company who trusts on support from another to their job responsibilities, for example; sales representative who needs help from a customer service representative to complete an order. Another example for an internal customer; a customer calls on the call center to ask about his credit balance, the customer service agent calls the credit department to assist him to pass on the information to the end customer. And lastly, we have end users customer, business to business; which is a business that emphasis on marketing and selling products and services to other companies; for example in our direct English institution, we have other institutions that request to purchase our particular education course. Dealing with different customers the organization must priorities for each, which mainly depends on its importance and its urgency for each situation and condition.
Effective communication is important to the company and it can be improved in many ways. In truth, communication act as a role in product development and customer relations also employee management and almost every aspect of a business operations process. Employees are a key audience because they often serve as the conduit to other audiences. If employees are knowledgeable, communications with other communities are likely to be strong as well. Effective structural communication will create a strong communication and the teamwork for employees to achieve company goals. There are mainly three types of communication, Verbal Communication which can be through a telephone or internet Skype, which is only through a voice channel, and Nonverbal Communication like emails, fax, SMS, test and lastly we have, Visual Communication which is mainly faced to face or meetings. Each has its own advantages and disadvantage for example; Verbal Communication you can communicate with a large number of customers in short time, on the other hand, customer wont be able to fully understand everything as the visual communication, and for Nonverbal Communication for example; customer has a reminder and a proof of the text which is reliable, on the other hand, some messages might be sent incorrectly and cause a large damage, Visual Communication is what customers prefer as so that they can express their emotions in better way, the disadvantage that this process takes lots of time to deal with each customer.
Effective service delivery, There are several overall points to think about when managing and planning the delivery of your services and products to be measured. There are also some particular aspects and methods that you may find helpful if you have limited time or resources. Within the framework of planning the business some aspects should be considered in order to improve the quality and the trust relationship with the community:
Delivering service on time
Time is limited. You cannot buy more time, but there are several things you can do to manage your time more efficiently. Plans rarely show up to be accomplished in the best way, and even the finest managers have to deal with unpredictable matters like suppliers not delivering on time, one of the employee members getting ill or trains are being delayed, equipment breaks, etc. Nevertheless, if you plan sufficiently you are more likely to deliver on time. When business starts deliver on time the business will start to be trusted and dependable, and this will attract lots of customers due to its timely delivery quality.
Delivery service on a budget
Planning a strategy based on a budget will enable you to identify the resources needed accurately before you start a project. Try to mark the things that may cost additional money. You should also make sure you are not forgetting anything that could end up costing you additional cost. Some practical preparation tools can be used to assist you to approximate how much resources will be needed at each stage of the process and how much will it cost and how long will it take. By then the business will start to reduce cost and be more efficient and effective in dealing the on a budget.
Dealing with difficult customers
First of all the one who deals with the customer needs to adjust his mindset once he/she is aware that the client is unhappy then the first priority is to have a customer service mindset. Secondly listen actively which is the most important phase of the whole dealing process is listening actively to what your client or customer is saying. Repeat the customers concerns to make sure that addressing the right issue, ask questions to make sure that youve identified the problem correctly. These matters should be considered when dealing with difficult customers, and it helps to solve future problems.
Handling and resolving complaints
Be Empathic and Apologize for example; I understand why youre upset. I would be too. Im very sorry that we didnt get the samples to you on time, especially since its caused these problems. And then to find or suggest the solution to his problem, if the suggested solution didnt please the customer try to hear his perspective suggestion for the solution. Once you have both decided on a solution, you need to take action straight away. Explain every process to fix the problem to your customer Take Action and Follow-up to show your customer that you care. And lastly, use the Feedback from the complaints to decrease the risk of the condition happening again.
BIBLIOGRAPHY Eisenhower. (August 19, 1954). Eisenhowers Urgent/Important Principle. Address at the Second Assembly of the World Council of Churches, Evanston, Illinois: The American Presidency Project.
Steven Edwards, K. J. (n.d.). Turning a Challenge into an Opportunity. Retrieved from www.mindtools.com: https://www.mindtools.com/pages/article/unhappy-customers.htm