Activity 1 1.1 Summary of the CIPD 2018 Profession Map The new CIPD profession map was launched in November 2018, and details global standards for HR professionals to make outstanding and significant impacts in changing the world of work. The map defines the purpose, values, knowledge and behaviours that form the basis of our profession. Its main purpose is to advocate better work and working lives. The map is categorised into core and specialist areas and consists of 14 core knowledge and behaviour areas. These areas sit within four different impact levels which describe the knowledge and behaviours expected of us to reach and succeed at each level. This means we can see what it takes to make a positive impact and have insight into what we need to do to progress and develop further in our careers. The 4 levels (CIPD, 2019) In my current role, I can relate my day to day delivery of tasks to the specialist knowledge area of learning and development at fundamental level. I spend a good portion of my work week collecting information, organising training, supporting, coaching and delivering training to direct reports and other colleagues, plus also mentoring placement students. The role also requires that I inspire others in their development and use learning methods that take different approaches to delivering the training, such as using technology i.e. learning management systems. I have to take each learners preference into account and understand what they want out of the training. I feel it’s important to be able to recognise that learners are different and learn in different ways. Some require face to face classroombased learning, while others may be comfortable using electronic learning systems with little supervision and others may do well using various methods It also requires, that I encourage, mentor and assist with continuous development of placements students and direct reports to enhance the skills and capabilities. Activity 2 2.1 Understanding customer needs, and HR prioritise conflicting needs HR customers include both internal and external customers, internal customers include Senior leaders, line managers, general employees, and new starters and external customers can include suppliers, recruiters, government or local authority representatives, former employees, auditors and the wider public. All these customers have different needs and expectations of HR. For example, a - Finance clerk asking for proof of payment of attendance for a recruitment event for end of month reconciliation. - Line Manager- wanting a new starter to begin training immediately - Operative assistant with a complaint because short notice annual leave request has not been authorised. Conflicts may arise when HR customers have different requests from HR at the same time. HR practitioners need to respond quickly and effectively to deliver on these needs and need to take into account each customer’s needs. HR practitioners must find the right balance and focus on the overall needs of and the impact these needs might have on the whole organisation. It’s quite crucial to distinguish the customers that are requesting the service, i.e. is it someone in a key decision-making role and how urgent is their request? Identifying the urgency or importance of each customers’ needs and then prioritising them, can help HR resolve the conflicts. Finance have to pay suppliers within specific deadlines and ensure that financial records match what has been spent by an organisation, this can be quite urgent as suppliers often demand payment for their services within specific deadlines and balancing the books for monthly reconciliation will take precedence over other customers needs. How HR practitioners inform or communicate to customers that their needs can’t be granted is important to. For example, explaining to line manager why rushing new starters through training, could have a negative impact on the department in the long run, as new starters may not get sufficient training to carry out day to day tasks correctly and will not feel they are have been properly integrated into the organisation. HR can also ensure that new starters have access to all training materials and use learning management system if possible, for some of the self-learning, and HR can also suggest to line managers or arrange for new starters to shadow team members to help with their training. Having procedures in place relating to when annual leave can be requested and ensuring that the procedures include that employees give reasonable notice when requesting annual leave, can resolve annual leave request issues. HR can also use a centralised system to store information such as policies, procedures, payroll information, benefits, rewards, forms and organisation news, as long as the system is kept up to date with relevant information, and employees and line managers have access to the system, some requests can be easily dealt with. 2.2 Three effective communication methods and the advantages and disadvantages of each Communication can be described simply as the act of transferring information from one place, person or group to another. The transmission of the message from sender to recipient can be affected by range of things. These include the method used to communicate, our emotions, body language and even our location. Face to Face Advantages Helps to build relationships as you can interact with the listener in a discussion. Can improve trust and reliability. Sensitive information can be kept between the parties. Decisions and solutions can be agreed instantly. Body language and tone of voice can be adapted quickly to ease difficult situations. Disadvantages Conflict could become more heated. Body language and tone of voice can be seen as authoritative. Not always easy to hide one’s facial expressions and emotions presented in face to face communication can cause tension and/or stress. Can be difficult to Instant messaging Advantages Connects people regardless of where they are in real time. You can chat to multiple people in a virtual conference at the same time. Documents and images can be shared during the instant chat. Ideas can be shared, and conclusions reached without the need for people to be in the same place. Staff can chat to customers, suppliers and co-workers, i.e. can-do business through the instant messenger direct rather than use the traditional phone call methods. Disadvantages Lack of personal experience/emotional response – i.e. not face to face. Potential misuse by staff in the workplace. Can distract you from you work. All parties require internet or network connections. Can be disruptive if participants are in different times zones. Quality of the message sent can be misunderstood as people often use abbreviations and jargon. Social Networking Services Advantages Connects people regardless of where they are if using the same platform. Allows users to participate in multi-directional conversations. Ideas can be shared, and questions answered quickly. Information is available to multiple people at the same time. You can share interests and activities across different areas and topics. Disadvantages Exposes you to information you may not necessarily need, and data shared may not always be private. Incorrect and unreliable information can be passed on. Can be distracting from work duties and not always easy to find the information you need on the social network you are using. 2.3 Effective service delivery To deliver services on time, it is crucial that HR professionals build good working relationships with customers and should always strive to use their time management skills and be proficient at prioritising tasks or requests. Using time management skills could be - Staying organised /creating a to do list - considering the importance or urgency of the tasks and requests. - Putting Service level agreements in place so that customers are made aware that HR intends to respond or resolve requests within a set period - Delegating tasks amongst team members, to ensure requests are dealt with in good time. - Using to scheduler or planner for accurate record keeping, that helps track the progress of the requests or tasks. - Using feedback from customers Delivering service on budget: HR, like most functions within an organisation require a budget to perform cost-effectively i.e. HR may need funds for recruitment, training, payroll, benefits, and so on. Budgets are usually agreed with finance in advance, therefore, based on planning and the needs of the organisation, HR must ensure they stay within the agreed budgets by - reviewing past budget - Understanding the organisations strategy - Planning and researching to identify opportunities - keeping clear records of spending to monitor budget performance - setting realistic budget caps to each area and - keeping finance department informed of issues. Dealing with difficult customers, handling and resolving complaints: HR practitioners have to deal with many different customers at different levels. Sometimes these customers can be difficult and demanding. Depending on the customer, situation or complaint, most difficulties can be dealt with and resolved quickly by simply having a chat with the customer. However, sometimes it can be more complicated, and the approach HR practitioners use to deal with difficult customers can make a big difference. In general, the HR practitioners should - remain professional, calm and respectful throughout the process and - should follow organisation’s procedure. - Remember that it’s important to have clear communication. - They must listen to understand and try not to make assumptions - keep a good working relationship with customers - try to avoid a formal grievance procedure - to set up an informal chat or meeting to discuss their concerns - agree to any request from the employee to bring a work colleague or other relevant person to a meeting remain neutral and fair. - The complaints need to be dealt with in a timely manner. - Thoroughly investigate the complaints and keep clear records - Come up with ideas of how to resolve the complaint - Feedback to the customers so that they are aware they are being listened to. Activity 3 3.1 Continuous Professional Development Continuing Professional Development (CPD) is practice we can use to aid in developing specialist skills and understanding of our profession, through ongoing learning and practice. It enables us to develop our professional skills using continuous learning and self-guided understanding of our professions using different learning methods and experiences. A good CPD, involves setting short and or long-term objectives with defined and goal-specific plans. It helps if we keep records of knowledge or skills to track our development as, we achieve the objectives throughout the process. We are then able to reflect on the learning and achievements of skills and the knowledge we have gained and use this as evidence of how we reached an objective and on how we can improve and develop further. CPD helps us maintain reliable set of high quality, skills and knowledge relevant to our job roles throughout our professional lives. It also helps us to demonstrate new knowledge, work to notable standards expected by employers and stakeholders. And CPD can open doors to more favourable career opportunities. 3.2 Self-assessment of one specialist knowledge area & core behaviour area & identify two areas for further development. For my CPD plan the area I’m focusing on is learning and development. Learning and development is essential in an HR career. I’m also keen on getting into selection, resourcing and talent planning as I intend to cover employee learning and development as my main place in HR, I feel these areas could work well together, and the skills I gain will enhance my career to eventually help me progress into a role as HR L&D officer. Even though I carry out a lot of L&D related tasks in my current role, I’m not actually in an HR role yet, so for this reason, I would put myself at the fundamental level of capability because although my current role involves some resourcing, recruiting and training, I feel that I have many knowledge gaps. I am hoping to address some of these as I go through this course. And also, by shadowing some members of the HR department in my organisation and researching content from CIPD Factsheet and other sources to further my knowledge in this area. I would also need to research different recruitment channels and identify potential sources. For core behaviour also at fundamental level I’m focusing on Passion for Learning. I think as my passion is learning and development, I really need to surround myself with positive likeminded people in the learning and development field. I also feel that I need to take a more hand on approach and perhaps volunteer more with in my organisation or organisation such as non-profits. 3.3 Options I have considered for meeting development needs I plan to progress to the CIPD level 5 in learning and development when I complete this course. I’m currently taking an online class ‘Train the Trainer’ to get some insight into the world of learning and development. The training will assist me with knowledge on how to mentor, teach and help develop others. I also volunteer in my organisation with recruitment drives, assessing CVs and assisting with interviews. I’ve also taken on the responsibility of lead training assessor to assist the learning and development team in my organisation with the new learning management system. I’m responsible for ensuring all of the Operations department’s learning and training materials are created, checked and uploaded into the new system before March 2019. I’m considering taking some short courses perhaps with CIPD in essential interviewing skills and recruitment, selection and resourcing talent and I plan to attend some CIPD student events. 3.4 DEVELOPMENT PLAN Development Plan NAME: Tracy Kavanagh MEMBERSHIP NUMBER: 49208216 COVERING THE PERIOD FROM: October 2019 TO: 30 June 2020 What do I want/need to learn? What will I do to achieve this? What resources or support will I need? What will my success criteria be? Gain more knowledge of HR and what it takes to be an active and competent member of an HR team Enrolled on to level 3 CIPD course. Network, Shadow members of the HR team Support from tutor, HR manager at work, CIPD, ACAS guides Successful completion of CIPD Level 3 How to understand and apply good HR practices Review my organisations policies and procedures, recruitment process. Attend HR meetings Use resources from chats with HR manager. ACAS/CIPD, recommended textbooks & Shadow HR team Successful completion of CIPD Level 3 Enrolled on an L&D online training course in October. Online, recommended books and webinars, request to shadow senior L&D members. Successful completion of Advanced Train the Trainer Level 5 course. Participating in the ongoing assessment and develop of placement students and new staff. Assist HR with Planning induction training sessions. Review Induction material for new staff members and Organisations Policies and Procedures. Job offer in HR or promotion. Positive feedback from those I train/HR L&D Get a better understanding of Learning & Development. Find out about different ways of delivering training and how to train and engage adult learners and Target dates for review and completion May 2020 May 2020 Job offer in HR Be accepted on CIPD Level 5 L&D June 2020 Recruiting and Resourcing & Talent Planning Assist with recruitment drives Research different recruitment channels & methods (online and traditional methods) Find out more about selection methods Learn about the range of review and selection methods that are used and the purpose and benefits of these. CIPD. HR Textbooks Discuss with HR manager ways I can assist L&D to get more experience - shadowing Take some short courses. Networking. assisting L&D in my organisation with recruitment and CV checks Be accepted on CIPD Level 5 Learning & Development course June 2020 3.5 RELECTIVE LOG CPD Reflective log NAME: Tracy Kavanagh MEMBERSHIP NUMBER: 49208216 COVERING THE PERIOD FROM: October 2019 TO: May 2020 Key dates What did you do? Why? What did you learn from this? How have/will you use this? Any further action? Started an advanced L&D Trainer course October 2019 (Level 5) I’m interested furthering my knowledge in Learning and Development & training to help others in the workplace Some awareness into skills needed to be a successful Adult trainer, Understanding learning styles and how to accommodate Learning preferences and how to develop & customise training programmes and preparing for training session. Improve on my L&D knowledge. I’ve had my first interview for an L&D role since starting the CIPD & Trainer the train courses Signed up for the Advisory, Conciliation and Arbitration Service (ACAS) newsletters /updates ACAS has a lot of free resources and downloadable guides for anyone new to HR. It keeps me up to date with any news. I was also able to find some reading material that I used for 3HRC i.e. managing people and managing change This will allow me access to news, and I will be able to inform colleagues if any updates are relevant to my current position. Before I began the course, I was very focus on learning and development, but have found that I have a renewed interest in HR. Interesting first module. I’ve also learnt a lot more about my organisation. The changing nature of HR functions over the decades. There is more to HR than I realised. An understanding of the different elements of HR. Improving my HR knowledge, The skills and knowledge from the qualification will be used to help me develop myself further. a better understanding of where my organisation is at and more about it beginnings and goals Completed 3HRC 1st assignment CIPD Level 3 - necessary part of the course to enable myself to progress and develop further November I attended a transformation focus group on employee rewards and retention and overall employee relations in my organisation. The organisation is going through a lot of changes, so was interested in finding out how the senior leadership with the help of HR, plan to implement changes The focus group helped me understand the needs & concerns of staff and some of the issues that need to be improved We’ve also come up with ideas of how we can improve and resolve some employee relation issues. We’ve introduced more flexible approach to work start and end times and a work from home scheme depending on job roles. Signed up to assist HR with creating the organisation’s new learning management System I think I can influence how some of the training is delivered within the organisation simpler methods of storing and tracking users’ progression Improve my learning and development skills Completed 4DEP progress and develop my HR studies A better understanding of what it means to be an effective HR/L&D practitioner. Improving my HR knowledge, The skills and knowledge from the qualification will be used to help me develop myself further. I have already talked to my line manager about introducing my team to CPD 2019 Also learnt what is expected of a HR professional in terms of personal development and why it’s important HR service delivery. Dealing with difficult customers. Was able to relate some of what I learnt to things that have taken place in my workplace and helped me deal with queries A better look at the new CIPD Profession map and how HR professionals can have an impact in the activities they do in the workplace Signed up to attend a CIPD student conference event Because I feel this will help me Network with other student and CIPD professionals & Learn new skills to develop my HR career I’m hoping it will help me learn new skills that will development me HR career Using the CIPD profession Map has given me some ideas of where I need to be at, currently fundamental level. But I also now understand what I need to work on to start on the path to associate level in the HR L&D areas I’m interested in Develop relationships within the HR community. If I surround myself with likeminded people, I think I’m more likely to achieve success in the industry and gain more knowledge Renewed my CIPD Student membership Joining CIPD has given me access to a lot of information and a variety of resources that I can use for my courses For starters, gave my guidance on how to use reflective logs and CPD. A better understanding of how HR works. Assistance to complete course, improve my HR knowledge and I’ve accessed many of the fact sheets for guidance on completing the first two assignments The skills and knowledge from this qualification will help me develop as a HR professional and improve my career prospects Bibliography ACAS, 2019. Disputes and problems at work. [Online] Available at: https://www.acas.org.uk/index.aspx?articleid=1364 [Accessed 23 November 2019]. ACAS, 2019. Formal grievance procedure. [Online] Available at: https://beta.acas.org.uk/grievance-procedure-step-by-step [Accessed 23 November 2019]. Anon., n.d. 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Introduction to Human Resource Management A Guide to HR In Practice. 3 ed. london: Chartered Institute Of Personnel & Development. Mathis, R. L. & Jackson, J. H., 2011. Human Resource Management. 13 ed. Mason Ohio USA: Joseph Sabatino. Mindtools, 2019. 10 Common time management mistakes. [Online] Available at: https://www.mindtools.com/pages/article/time-management-mistakes.htm [Accessed 19 November 2019]. Torrington, D., Hall, L., Taylor, S. & Atkinson, C., 2017. Human Resource Management. 10 ed. London: Pearson.
