Introduction
This report is a brief summary of the CIPD Profession Map, the two core professional areas, the specialist areas, the bands and the behaviours. It will be going into more detail in the activities and knowledge specified within the professional area of Performance and Rewards at band 1 level. It will identify the activities and knowledge most essential to my own HR role.
The CIPD Profession Map
(CIPD, 2013)
The professional map is a universal platform for HR professionals, which describes what you need to do, what you need to know and how to do it. It is designed by professionals for professionals.
The 10 Professional Areas
There are two core professional areas; Insights, Strategy and Solutions and Leading HR, these sit at the centre of the profession and are relevant to all HR professionals in all roles, locations and at all stages of the HR career. These two areas support the direction of the profession as a business discipline. Insights, Strategy and Solutions – Developing an understanding of an organisation and its back-ground in order to style its strategy and solutions and to meet its needs for now and in the future, by reading relevant information and articles to build and broaden an understanding of new initiatives and practices across areas of HR. Leading HR – Act as a role-model to expand the influence HR makes to the organisation both through its own efforts and through supporting, developing and measuring others across the organisation. This can be done by providing advice confidentially based on a sound understanding of the organisations policy and practice. (CIPD, The CIPD Profession Map, pp. 10, 14)
The Essay on The CIPD Profession Map – Core Functions
... CIPD Profession Map is provided to give a distinct overview of the specific areas of business that HR personnel are concerned with. The map includes ... personal level and that of the organisation as a whole. Leading HR empowers the HR professional to act as a role ... spectrum of the organisation. The second of the core functions Insights, Strategy and solutions empowers the HR professional to develop a ...
The remaining eight professional areas are:
Organisational Design – To ensure the organisation is suitably planned to deliver maximum impact in the short and long term. Organisational Development – Identify organisational and individual capability requirements and support all processes to enhance effectiveness and achieve organisation goals, culture, behaviours and skills Resourcing and Talent Planning – Ensuring the organisation has the right resource, competence, ability and talent to achieve the immediate and strategic goals. Learning and Development – Build individual and organisational capability and knowledge to meet current and strategic requirements.
Performance and Reward – Deliver programmes that reward and recognise key employees, in a fair and cost effective manner. Employee Engagement – Strengthen the connection between the organisation and employees so that employees are more fulfilled by their work. Employee Relations – Underpin the organisations culture, practices, policies and relevant law. Service Delivery and Information – Customer focused delivery across the entire employee lifecycle. (CIPD, The CIPD Profession Map, pp. 17-39)
The 4 Bands and Transitions
The four bands of professional competence outline the influence that professionals make at every stage of their HR career. The transition challenges relate to moving from one band to another. (CIPD, The CIPD Profession Map, pp. 6-7)
The 8 Behaviours
Below are eight behaviours that each HR professional needs to carry out their activities:
1. Curious
2. Decisive Thinker
3. Skilled Influencer
4. Personally Credible
5. Collaborative
6. Driven to Deliver
7. Courage to Challenge
8. Role Model
(CIPD, The CIPD Profession Map, p. 43)
The Professional Area of Performance and Reward
The Essay on A New Employee Reward and Recognition Program
In efforts to increase motivation, increase employee job satisfaction, increase communications, and raise the employee retention rate, a rewards and recognition program could be implemented. Being a non-profit organization with no budgetary spending allotted for a rewards and recognition program, makes this project challenging. However, the benefits appear to tremendously outweigh the burdens. ...
Performance and rewards is defined as:
“Help create and maintain a high-achieving organisation culture by delivering programmes that reward and recognise key employees capabilities, skills, behaviours, experience and performance, and ensure that reward systems are market-relevant and cost effective” At Band 1 the following activities need to be done: Identify requirements and develop strategy
Diversity and compliance
Implement pay and reward practice
Execute individually tailored and international rewards
Communication and performance culture
The most essential to my role is Identify Requirements and Develop Strategy, in the last annual appraisals I was tasked with collating the appraisal forms and analysing the data on the forms to provide information to directors as to how employees felt about their future within the organisation and what the organisation could do to further their career progression. The most essential area of my role is:
Collate Data
Analyse Data
After completing the evaluation of My HR Map tool the following areas were identified for development:
Become a policy expert
Know the organisation by studying the performance and rewards data and familiarise myself with the policies and practices. Keep abreast of relevant employment law
Spend time with expatriate employees to understand impact
Use my own network to provide feedback.
Conclusion
This report has briefly summarised the CIPD Profession Map – the 2 core professional areas, 8 specialist professional areas, the 4 bands and 8 behaviours. It has also commented on the activities and knowledge specified within the Performance and Rewards professional area at band 1.
Activity 2
How a HR Practitioner should ensure the services they provide are timely and effective: Within my HR role, my three main customers are:
1. Current Employees
2. Future Employees
3. Management
Customers
Needs
Current Employees
Information on employment contracts and policies
Future Employees
Induction – information on company policies
Management
Guidance and advice on staffing issues
Firstly you need to establish what the customer’s requirements are by asking questions and collating the data to understand the customer’s needs. Your service delivery approach should use effective technology and comply with the organisations procedures. It is important to build a customer service culture and measure its effectiveness. Prioritising the needs of each customer can be problematic, as each one can feel their need is greater.
The Essay on Problems With Customer Service
Have you ever been to a fast food restaurant and the employees treated you as if it was a burden on them to wait on you? They are rude and sometimes even obnoxious and by the end of your contact with them, you do not really want to give that company your business anymore. Do you feel like laughing when you hear advertisements saying things like, Have it your way or Food, Folks and Fun because you ...
For example current employees may need information regarding their benefits such as private medical and future employees may be asking questions on company policies with regard to annual leave before they sign their employment contract, which in turn will mean management will be chasing for this to be resolved as quickly as possible. As an HR professional it would be your job to ascertain which demands were the most urgent, ensuring that customer focus needs are managed in a timely and effective manner. It is important that all customers are kept informed and given realistic expectations of how and when HR can deal with their questions.
Effective Communication
Below is a table with 3 examples of effective communications to customers:
Communication
Advantages
Disadvantages
Telephone Conversation
Instant
Personal
Global Reach
Ability to Conference Call
Time Zones
Unable to Read Body-language
Signal Problems
No Audit Trail
Social Media
Instant
Large Audience
Visual
Good for Recruitment
Not Confidential
Character Size Limit
Access
Mis-use
Post
Recorded
Personal
Confidential
Audit Trail
Slow
Cost
Time Consuming
Unsure if message has been understood
Delivering Service on Time and on Budget
For effective service delivery HR needs to prioritise to ensure that any queries are handled in an effective manner according to urgency and what impact it has on the customer and the organisation. To deliver the service you must ensure you are consistent and that you understand what expectations your customers have. Managing time and current workload is crucial to ensure that the service is delivered on time. An HR practitioner should always be aware of the cost constraints and the organisational financial model supporting service delivery. It is important to have service delivery targets within an organisation, such as a Service Level Agreement, which is an extension of the customer care concept. Dealing with Difficult Customers and Resolving Complaints
The Business plan on Customer Service Essay
Excellence in customer service is the objective of all organisations wishing to be successful. However, there is often a gap between customer expectations and management perceptions of customer expectations. Organisations often fail to get close to their customers and correctly read their expectations. Customers expect certain things when they walk into a business, and those with the highest level ...
When dealing with difficult customers it is important to plan your response carefully and to ensure that the following steps are met:
Listen to what they are saying – do not interrupt
Sympathise / empathise
Don’t justify
Ask relevant questions
Agree a course of action
Check the course of action – use their words to clarify
If the above is followed, it will make the customer feel valued and promote the HR department for giving excellent customer service.
Bibliography
CIPD. (2013).
www.cipd.co.uk.
CIPD. (n.d.).
The CIPD Profession Map.
