Customer Services for Human Resources and Guide for Executing HR Policy and Procedures
Course Code: HR200
Course Outline
Introduction to HR Customer Service
- Understanding the importance of customer service in HR
- Differentiating between internal customers (employees) and external customers
- Exploring the benefits of providing excellent HR customer service
HR Policy and Procedure Fundamentals
- Overview of HR policies and procedures
- The role of policies and procedures in HR management
- Legal and compliance considerations
Customer-Centric HR Approach
- Shifting to a customer-centric mindset in HR
- Identifying HR touchpoints with employees
- Tailoring HR services to meet employee needs
Effective Communication
- Communication skills for HR professionals
- Active listening and empathy
- Handling difficult conversations and conflicts
HR Service Delivery Channels
- Exploring different channels for HR service delivery (e.g., in-person, email, self-service portals)
- Choosing the right channel for different HR transactions
- Integrating technology into HR service delivery
Employee Onboarding and Offboarding
- Best practices for onboarding new employees
- Streamlining the offboarding process
- Ensuring a positive experience for departing employees
Performance Management and Employee Development
- Supporting employee growth and development
- Providing feedback and coaching
- Managing performance appraisal processes
HR Policy Implementation
- Strategies for effectively implementing HR policies and procedures
- Ensuring policy compliance and enforcement
- Handling policy exceptions and deviations
Employee Relations and Conflict Resolution
- Dealing with workplace conflicts and employee relations issues
- Mediation and conflict resolution techniques
- Maintaining a fair and respectful workplace
HR Metrics and Continuous Improvement
- Measuring the effectiveness of HR customer service
- Key performance indicators (KPIs) for HR service quality
- Using feedback for continuous improvement
Legal and Ethical Considerations
- Navigating legal and ethical challenges in HR customer service
- Privacy and confidentiality in HR transactions
- Diversity and inclusion in HR practices
Case Studies and Practical Exercises
- Analyzing real-world HR customer service scenarios
- Role-playing exercises and simulations
- Developing action plans for improving HR service delivery
HR Service Recovery
- Handling service failures and complaints in HR
- Strategies for service recovery and rebuilding trust
- Creating a culture of accountability
Final Project or Capstone
- Applying the course concepts to a real HR customer service improvement project
- Presenting the project findings and recommendations
Future Trends in HR Customer Service
- Exploring emerging trends and technologies in HR service delivery
- Preparing for the future of HR customer service
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