Road Map Rx For Outrageous HR Services Tippy Amick, Ph.D.
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Transcript of Road Map Rx For Outrageous HR Services Tippy Amick, Ph.D.
![Page 1: Road Map Rx For Outrageous HR Services Tippy Amick, Ph.D.](https://reader036.fdocuments.us/reader036/viewer/2022081513/5697bfd71a28abf838cae793/html5/thumbnails/1.jpg)
Road Map
Rx For Outrageous HR Services
Tippy Amick, Ph.D.
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Why People Come For Our Services Effective Service Provider Characteristics Listening and Other Non-Verbal Behaviors Diversity and Service Provision Managing Anger and Attitudes Taking Care of Yourself
Agenda
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Come to HR for….
Solution to a problem Feeling frustrated and unable to
solve the problem themselves Upset about a situation and
seeking HR guidance
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Effective Service Provider Characteristics
Warmth and genuineness Competence/skill Energy and enthusiasm Flexible Being supportive, being there Respect for customers (and
differences) Good listeners
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Good Listening Techniques
Eye Contact Body Language Pause Before Responding Low, Slow Voice Put Aside Distractions Resist Internal Distractions Furniture Position
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Non-Verbal Communication
55% of message is non-verbal 38% tone 7% words we use
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Cultural Diversity and Service Provision
Cultural Baggage Proverbs and Sayings Fundamental Cultural Differences
language/communicationappearance/dresstime consciousnessvalues/normssense of self and space
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Generational Differences
Born between 1980 - present = Gen Y, Nexters or Millennials.
Three generations at workplace Y’s: Independence Life comes before work
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Anger
Angry people are hurt people Angry people need
Get it off their chest Believe someone hears them
Finding your center Avoiding getting hooked
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Actions with Angry People
Stay focused on issue Really listen Pause and think Show confidence and empathy Repeat your message/solution Short, slow responses Normal tone of voice
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On the Phone Show interest Take notes Use their name Get on their team Repeat problem Help or relay Thank them Follow through
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Handling Your Frustrations
Warding off burnout Signs of unmanaged stress Physical consequences of stress Expansion contraction theory
(AUO) Commit to taking care of yourself
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Taking Care of Ourselves
Work off stress Good nutrition Talk it over Avoid self-medication Sleep and rest Do something for others One thing at a time Play, get a hobby Use natural tranquilizers
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Thank you
For your smiles and attention For the important work you do For the time I have had with you