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CPD is Continuing Professional Development. The concept of CPD is continuous improvement in skills, knowledge and behavior and to maintain it.

Besides having HR degree and working as an HR Practitioner, in this competitive world it is crucial for me to be updated with current market trends. One of the reasons for pursuing a CIPD Diploma is to have Continuous Professional Development in my career, which will boost my career and benefit my employer, our customers and help to meet their needs. It shows a clear roadmap of where I am and what I need to do, what skills, behavior and knowledge I need to become an effective HR practitioner. Eg. Exercise, nutrition, is important to be physically healthy and active; the same concept applies to CPD which keeps me healthy and active in my career.
Miss. Melanie Allen’s article about the importance of CPD. I apply this to myself as to how I can benefit, by practicing it in my daily professional life. “A CPD may be a requirement of membership of a professional body. It can help you to reflect, review and document your learning and to develop and update your professional knowledge and skills
© 2009 – 2018 Melanie Allen, Life Coach Leeds

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Insight, Strategy and Solutions
Knowledge Skills Behaviors
Financial / Cost Management
One function of HR is Budgeting, without knowledge of the financial performance of the organization I cannot do best budgeting which could result in less ROI or loss.
Organizational Understanding
For me it is crucial to understand the organizational needs so that I can bring insights to identify opportunities, risks and priorities.

Analytical Skills: I need these skills to solve complicated situations by extracting valuable data and making sound decisions.
Business Communication skills (BCS): It is vital to have BCS, without this you cannot understand business or initiate new ideas. Excellent BCS is key to developing good relationships
Networking with HR Specialists. It will benefit me to network with others – inside / outside the organization. This will give me different perspectives of issues like change, resourcing etc.
Continuous Active Learning & Reading. This will enhance and maintain my knowledge and give me new ideas to apply at my organization.

Leading HR
Knowledge Skills Behaviors
A requirement for a leading HR professional is awareness of KPIs’, helping me to identify workforce performance indicators, how to get the required results and also to develop HR Plans.

Role Model
To support, contribute, coordinate and proactively act on feedback received on related issues across the business, one needs to be a role model, this helps to understand the business and its requirements to achieve goals.

Effective Communication
Communication is a two-way process. If communication is ineffective results will not be fruitful. For HR to lead one must communicate clearly using the best method.

Employee Engagement
Unengaged employees directly affect the outcomes of business resulting in higher absenteeism, high turnover rates, profitability, quality etc. and obviously cost. HR must ensure that employees are actively engaged in goal achievement. This creates accountability and ultimate achievement of organizational goals. HR must also provide and rewarding when appropriate. Collaboration
A key behavior for HR is to be supportive of teamwork. This brings synergy to teams; more ideas will be generated enabling faster and more accurate results.

Develop & Support
Another key behavior for HR to lead is by developing and supporting the employees in their skills / abilities which results in higher commitment and greater employee satisfaction.

Employee Engagement

Knowledge Skills Behavior
The knowledge required on Employee Engagement is, to
identify the key drivers for employee engagement and support its implementation of engagement plan.
I should be aware of the consequences of employee engagement. For example, low engagement results in high turnover and vice versa.

Research Methods. I need to have knowledge of data collection and its analysis through different methods in order to ensure employee engagement and that this is actively and ethically conducted, e.g. observation, questionnaires, interviews etc.

I need to the skills to conduct engagement surveys and knowledge of how it is helpful i.e. annual surveys, 360degree.
A key behavior is to be inquisitive, open-minded and seek out new ways to support the development of the organization.
Role Model
Leading by example

Identify three key development needs from your development plan and evaluate options available to meet them

Development Areas Options
Employee Engagement
• Shadow my manager and perform the job – but I will not be exposed to the latest knowledge in performing on the HR function area.

• Management support for sending me on training. It will be expensive, but I will be equipped with latest knowledge and exposure to HR specialists which will help me to find solutions to dilemmas when facing any of the HR functions – eg. Benchmarking.

Performance & Rewards • Rewards and Intrinsic Motivation: Resolving the Controversy – Judy Cameron, W. David Pierce. By reading such books, I will get ideas on rewards etc. This is easy and inexpensive. I can do reading after office hours.

• External training is expensive, but helpful for knowledge, understanding and learning. The disadvantage is time away from office which may affect my job.

Recruitment & Training
The CIPD RTO module will increase my learning giving me knowledge and practical skills. I will get tutor and peer feedback which has high learning value.

Reading CIPD workbooks will equip me with good knowledge. This will be the most recent information and current thinking on recruitment and training – CIPD UK.

Having meetings with L&D specialists inside and outside my organization to enhance my knowledge. This will be inexpensive, and it will also increase my networking skills. It will help me to align required competencies with training needs and programmes.

Identify three key internal customers of HR and their respective needs (at least two per customer) in terms of what they require from HR.

1. Employees Need from HR
Conflict Resolution
Employees need HR help to resolve matters such as insubordination, poor attitude, inappropriate language and other disrespectful workplace behaviors that could lead to conflict and disciplinary action.
Training and Development
Employees need HR help with training and development. Employees need HR to organize training programs and determine the appropriate delivery method to introduce training content based on workers’ needs. Further, the employees need HR help to develop a career track to pursue future opportunities.

2. Managers Need from HR

Process Management

Managers expect HR to take the task and to accomplish a demanding schedule like Performance Management, Engagement Surveys, Succession Planning and Salary Reviews that each has different criteria and processes to be helpful.
Information Resource
Managers expect HR to exchange meaningful conversations with their employees. So, in order to serve this type of customer, HR should focus on providing tools / resources to ensure that everything the managers have assigned helps drive performance.
1. Shareholders Need from HR
Business Benefits
Shareholders expect HR to guide and lead the people to get results, the more productive the workforce, the better the return for investors. Hence, Human Capital Management with ROI is the responsibility of the HR.
Cultural Transformation
Shareholders expect HR to initiate and connect the global society, organizations are a major part of a thriving economy / community. HR has the chance to give back to the community by developing a skilled workforce that can learn and grow
Explain how conflicting needs and priorities are identified and managed effectively.

We are in region of majority expatriates which is multinational, multi-cultural and ethnically diversified. Hence conflict at work place and residence is not uncommon. In order to minimize this, we:
1. Develop work ethic policies, procedures and process and display at conspicuous locations of workplace, accommodation
2. Appoint and train Supervisors and Managers to monitor and initiate disciplinary measures against conflicting people.
3. Provide guidelines / employee handbooks including disciplinary measures and penalty clauses and conduct regular trainings for the employees.

Identify three different methods of communication and explain the advantages and disadvantages of each when dealing with internal customers.


The advantages of written communication with my internal customer’s i.e my employees for instance, HR Manual, written document I developed which contains all the policies, processes and procedures so that employees know what is expected of them and how the internal system works. It saves time when they have clear understanding of processes, for e.g. if they want to go on vacation or they want to apply for training etc. they don’t have to ask or take time out to visit HR and discuss, they have the written guidelines which indicates their eligibility.

The disadvantage of written communications is time consuming and expensive. Above example of developing HR Manual, it took much to gather ideas, understand business needs, and put them on paper whilst considering external and internal factors. Discussing and convincing management and taking MD’s approval for final print and circulation, also takes time.

Advantage Verbal Communication

We have safety tool box meeting daily where we verbally communicate with workforce on working safely. The advantage of verbal communication is the message we want to convey is clear, fast and the feedback is immediate whether they understood or not. It saves time but also makes sure that they understand hidden hazards in specific jobs. Some examples like how to work in confined spaces what necessary precautions are compulsory. Second is working on heights etc. this method of communication helps us to make our job fast.


• Sometimes safety talk is too lengthy so it’s difficult to remember everything which could result in missing important information and may result in accidents.
• No proof is available with HR and workforce of what communication was conveyed before or after the execution of the task.

Non-Verbal Communication
This model indicates the importance and percentage of n-verbal communication which can have a major impact on business/personnel if not handled properly.


When making announcements in my workplace, I use positive and confident body language and hand gestures. I observe that the employees are engaged all the time. This helps to convey my message actively.

To me is the standing and moving makes you tired. Sometimes gestures may go wrong unintentionally.

• explain how effective HR service delivery is maintained in your organization, including how the function:

• delivers its service(s) on time and within budget;

An ‘overtime’ budget is allocated by Finance Department based on estimates from the Production Department and the HR Manager. The overtime is then managed within that budget. HR ensures in collaboration with Finance that workers are paid their overtime wages on time. This service is always provided on time and this is vital to keep workers motivated, engaged and productive.
Based on the training needs identified mainly during appraisals, HR develops an annual training plan within the budget advised by the Finance Department. All internal & external training activities are carried out as per plan and within this budget to enhance the capacity of employees to accomplish their assigned tasks effectively & efficiently. Training is evaluated and measured to ensure that it is bringing a good ‘return on investment’ and where necessary, modifications or adjustments are made to either budget or the training plan itself.

• manages ‘difficult’ customers;

I manage difficult customers by listening and anticipating their needs, allowing staff to vent their issues and involving them. I represent their issues to the management and also let the difficult customers to make suggestions by having clear and transparent communication.

• how effectively ‘complaints’ from internal customers are dealt with
In my organization the complaints from internal customers are dealt by actively listening, managing their expectations, asking for their inputs. Off course there is no always YES sometimes saying NO also is required. Following up on the complaints after words with the upset customers also if necessary ask management to review the polices in case if complaints are recurring.

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