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 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.
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)
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 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)
Below are eight behaviours that each HR professional needs to carry out their activities:
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
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:
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.
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.
How a HR Practitioner should ensure the services they provide are timely and effective: Within my HR role, my three main customers are:
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.
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.
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
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
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.