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Casual Articles - Competencies for HR Professionals in Knowledge-based Industry with Reference to IT, ITES-BPO's
One of the main topics business owners want me to coach them on is profitability. For the most part, the kind of people I work with don’t have money as the #1 thing on the list of values. It’s important to them of course, but usually they’re more motivated by personal or spiritual values, like making a positive difference in the world. I’m a person like that myself. But as a business coach, I’m also privy to the inner- dialogue, the self-esteem issues, and the confounding defense systems that cause roadblocks to financial solvency. These deep wounds and doubts can sabotage business profitability far better than a failing economy, a poor job market, or a competitive marketplace ever could. Chronic “underearning,” a habitual pattern of an otherwise healthy, bright person who does not earn enough money to pay for life’s basic necessities, is a type of self-sabotage.The term “underearning” became popularized by the book, “Earn What You Deserve” by Jerrold Mundis. That book is probably 10 years old by now, but the topic is always relevant, particularly for self-employed people. There’s a bit of a chicken-or-egg quandary when you look at underearning and self-employment. Many underearners unconsciously gravitate towards entrepreneurship because it provides freedom from accountability, therefore allowing an underearner say “no” to success, or “yes” to business activities that don’t make financial sense. But I’ve also seen formerly successful people start their own business and get stuck in a cycle of struggle and poverty that didn’t plague them before. So perhaps an underearning pattern can be developed as a result of starting up a new business as well. It’s so prevalent, that there’s a 12-Step
Teamwork and Cooperation: Maintains harmonious and effective work relationships with coworkers and constituents. Adapts to changing priorities and demands. Shares information and resources with others to promote positive and collaborative work relationships.
Interpersonal Skills: Deals positively and effectively with coworkers and constituents. Demonstrates respect for all individuals.
Communication (Oral and Written): Effectively conveys information and ideas both orally and in writing. Listens carefully and seeks clarification to ensure understanding.
Basic Competencies for a HR Professional…irrespective of his/her designation
Relationship Focused: approachable; relates easily to diverse groups and individuals; builds and develops relationships.
Customer Focused: focused on all aspects
As a “glued to the TV” youngster, I watched countless cowboy shows and used to run around the neighborhood spouting cowboy clich?s like, “We’ll cut ‘m off at the pass.”That hokey phrase came to me from somewhere back in my memory the other day when talking to a client who was in trouble with a customer over a delayed delivery. The customer was going to be furious and my client was hoping the problem would just blow over without a confrontation. But somehow we knew that it just wasn’t going to go away.I strongly suggested that, rather than wait until the customer got so angry that they called and verbally exploded, we should “cut ‘m off at the pass” by proactively calling the customer politely and apologize, explaining the situation and what you will be doing to correct it, then giving the new expected delivery date (and then duck!). This shows that you are aware of the situation and doing whatever you can to minimize the effect of it. You are giving assurances that you will be working to expedite it to the best of your ability and, assuming that the customer is a reasonable person, will lower the volatility of the confrontation. Of course, you still have to deliver on your promise and the customer’s new expectations.No one wants to hear bad news but it is so much better to own up to the situation by confronting the problem head-on then wait for it to be resolved in an exchange of fury. If the problem is handled well, many, if not most, customers will be somewhat understanding. They know that problems arise, errors are occasionally made, (gosh even I will admit to making a few! Let’s see, April of 1997 I think but I digress) and most people will extend a second chanc
“High performing HR function affects bottom line nearly 10%”- A survey
Competencies have become integral part of HR field. In the last 25+ years, the competency approach has emerged from being a specialized and narrow application to being a leading method for diagnosing, framing and improving most aspects of Human Resource Management. Changes to business practice have forced HR professionals to adjust their role and the contributions they make as well as to obtain new skills and competencies to meet these demands.
In a survey conducted in USA the following were the observations: (Source Internet)
1) HR professionals from high-performing companies are shifting their focus from internal to external customers.
2) HR professionals are taking greater responsibility for disseminating cultural underpinning throughout their organizations.
3) HR professionals are emerging as strategic partners who identify problems, provide alternative insights and raise the standards “Intellectual rigor”, for business decision making
Understanding Competencies
Competencies are those behaviors or sets of behaviors that describe excellence in performance within a particular work context. They can be useful in clarifying work standards and expectations, help focus appraisal and reward systems, and align individuals with the institutional or department mission. We have identified a number of topical areas and competencies we believe to be the building blocks and requisite skills needed to be successful as a human resource professional. While specialists may be highly skilled in a relatively narrow field, generalists, by their very nature must have a broader base from which to operate. They must have a wider perspective on the issues and the workplace environment.
A typical professional career pattern would see the development of the novice into a fully skilled staff practitioner within a career specialty or family of specialties. Through maturity, experience and professional development, individuals would broaden their professional perspective and understanding of the human resources profession. Due to the nature of the range of demands placed upon HR departments, smaller organizational units tend to develop "generalists", while larger departments have the need and resources to develop "specialists".
Basic competencies required for any professional…to excel in any profession
Job Knowledge/Competency: Demonstrates the knowledge and skills necessary to perform the job effectively. Understands the expectations of the job and remains current regarding new developments in areas of responsibility. Performs responsibilities in accordance with job procedures and policies. Acts as a resource person upon whom others rely for assistance.
Quality/Quantity of Work: Completes assignments in a thorough, accurate, and timely manner that achieves expected outcomes. Exhibits concern for the goals and needs of the department and others that depend upon services and work products. Handles multiple responsibilities in an effective manner. Uses work time productively.
Planning/Organization: Establishes clear objectives and organizes duties for self, based on the goals of the department, division, or management center. Identifies resources required to meet goals and objectives. Seeks guidance when goals or priorities are unclear.
Initiative/Commitment: Demonstrates personal responsibility when performing duties. Offers assistance to support the goals and objectives of the department and division. Performs with minimal supervision. Meets work schedule/attendance expectations for the position.
Problem Solving/Creativity: Identifies and analyzes problems. Formulates alternative solutions. Takes or recommends appropriate actions. Follows up to ensure problems are resolved.
Teamwork and Cooperation: Maintains harmonious and effective work relationships with coworkers and constituents. Adapts to changing priorities and demands. Shares information and resources with others to promote positive and collaborative work relationships.
Interpersonal Skills: Deals positively and effectively with coworkers and constituents. Demonstrates respect for all individuals.
Communication (Oral and Written): Effectively conveys information and ideas both orally and in writing. Listens carefully and seeks clarification to ensure understanding.
Basic Competencies for a HR Professional…irrespective of his/her designation
Relationship Focused: approachable; relates easily to diverse groups and individuals; builds and develops relationships.
Customer Focused: focused on all aspects o
You’ve got your business ideas, you know what you want to sell and to whom. You’ve even got enough money to survive for six months. The next bit is easy then. Sorry no it’s not – now the hard grind starts. Here are some business myths that you should be careful not to believe.Starting a new business is easy: Well you have done a lot of the hard work if you’ve done your planning but now you are working for yourself and need to be your own boss. You will need to set clear objectives, work towards them and keep yourself motivated.I won’t have to work so hard: Sorry but entrepreneurs generally work harder and longer hours, particularly at the start of their business life. The difference is that they generally enjoy it and get rewarded for their effort.I’ll be the boss: To a certain extent you will be BUT please remember that your “customer is king”. Look after them and, apart from your bank manager – you are in total charge of your business!If I need more money – I just put up my prices: Should be true, but unfortunately the economic laws say that as prices go up usually the amount of items you sell goes down. There is a limit to what people will pay for an item before they start looking at alternative products or alternative suppliers. You are better to do one or more of the following:1. Make your company more efficient so that your profits go up. 2. Increase your sales by up selling. 3. Sell again to existing customers.I only have to work with people I like now: Sorry again – but any experienced entrepreneur will tell you some customers are awful, demanding and unreasonable – but
Understanding Competencies
Competencies are those behaviors or sets of behaviors that describe excellence in performance within a particular work context. They can be useful in clarifying work standards and expectations, help focus appraisal and reward systems, and align individuals with the institutional or department mission. We have identified a number of topical areas and competencies we believe to be the building blocks and requisite skills needed to be successful as a human resource professional. While specialists may be highly skilled in a relatively narrow field, generalists, by their very nature must have a broader base from which to operate. They must have a wider perspective on the issues and the workplace environment.
A typical professional career pattern would see the development of the novice into a fully skilled staff practitioner within a career specialty or family of specialties. Through maturity, experience and professional development, individuals would broaden their professional perspective and understanding of the human resources profession. Due to the nature of the range of demands placed upon HR departments, smaller organizational units tend to develop "generalists", while larger departments have the need and resources to develop "specialists".
Basic competencies required for any professional…to excel in any profession
Job Knowledge/Competency: Demonstrates the knowledge and skills necessary to perform the job effectively. Understands the expectations of the job and remains current regarding new developments in areas of responsibility. Performs responsibilities in accordance with job procedures and policies. Acts as a resource person upon whom others rely for assistance.
Quality/Quantity of Work: Completes assignments in a thorough, accurate, and timely manner that achieves expected outcomes. Exhibits concern for the goals and needs of the department and others that depend upon services and work products. Handles multiple responsibilities in an effective manner. Uses work time productively.
Planning/Organization: Establishes clear objectives and organizes duties for self, based on the goals of the department, division, or management center. Identifies resources required to meet goals and objectives. Seeks guidance when goals or priorities are unclear.
Initiative/Commitment: Demonstrates personal responsibility when performing duties. Offers assistance to support the goals and objectives of the department and division. Performs with minimal supervision. Meets work schedule/attendance expectations for the position.
Problem Solving/Creativity: Identifies and analyzes problems. Formulates alternative solutions. Takes or recommends appropriate actions. Follows up to ensure problems are resolved.
Teamwork and Cooperation: Maintains harmonious and effective work relationships with coworkers and constituents. Adapts to changing priorities and demands. Shares information and resources with others to promote positive and collaborative work relationships.
Interpersonal Skills: Deals positively and effectively with coworkers and constituents. Demonstrates respect for all individuals.
Communication (Oral and Written): Effectively conveys information and ideas both orally and in writing. Listens carefully and seeks clarification to ensure understanding.
Basic Competencies for a HR Professional…irrespective of his/her designation
Relationship Focused: approachable; relates easily to diverse groups and individuals; builds and develops relationships.
Customer Focused: focused on all aspects
Tent caterpillars create a cocoon for an entire colony. Within one colony there are two types of caterpillar. One type, pioneers, weave long threads forming the skeleton of the tent. The others, the workers, weave cross threads filling in the structure. If there are too many pioneers, the tent is too big and collapses. If there are not enough pioneers, the tent is too dense and the colony suffocates. Viva la difference.Within the colony of human beings we can find similar differences. Some are explorers, entrepreneurs extending the boundaries of our environment in art, science, or business. The rest fill in the details as accountants or managers.As a manager you know that creativity is the quality which enables your company to expand and improve products, services and processes. The best salespeople, strategic planners and inventors are creative people who generate a steady flow of ideas. However, creativity may come with other features which are not so desirable such as impulsiveness, lack of organization of ideas, paper, and time, and social problems in communication and relationships at work or at home.SAM WAS THE BEST SALESMAN the company had ever seen, but his boss was about to fire him because he couldn't get the paper work done.MARY WAS A VERY SUCCESSFUL STRATEGIC PLANNER at work, but at home she couldn't clear up after dinner, her husband had to teach her how to put things away.ANDREW WAS AN EXPERT IN HIS FIELD, but in his head he felt like a fraud. The dissonance between his expert status and his mental image of himself led him to a severe depression and two years of lost work.OR MAYBE YOU HAD TO FIRE MICHEL. He was just too argumentative. He
Basic competencies required for any professional…to excel in any profession
Job Knowledge/Competency: Demonstrates the knowledge and skills necessary to perform the job effectively. Understands the expectations of the job and remains current regarding new developments in areas of responsibility. Performs responsibilities in accordance with job procedures and policies. Acts as a resource person upon whom others rely for assistance.
Quality/Quantity of Work: Completes assignments in a thorough, accurate, and timely manner that achieves expected outcomes. Exhibits concern for the goals and needs of the department and others that depend upon services and work products. Handles multiple responsibilities in an effective manner. Uses work time productively.
Planning/Organization: Establishes clear objectives and organizes duties for self, based on the goals of the department, division, or management center. Identifies resources required to meet goals and objectives. Seeks guidance when goals or priorities are unclear.
Initiative/Commitment: Demonstrates personal responsibility when performing duties. Offers assistance to support the goals and objectives of the department and division. Performs with minimal supervision. Meets work schedule/attendance expectations for the position.
Problem Solving/Creativity: Identifies and analyzes problems. Formulates alternative solutions. Takes or recommends appropriate actions. Follows up to ensure problems are resolved.
Teamwork and Cooperation: Maintains harmonious and effective work relationships with coworkers and constituents. Adapts to changing priorities and demands. Shares information and resources with others to promote positive and collaborative work relationships.
Interpersonal Skills: Deals positively and effectively with coworkers and constituents. Demonstrates respect for all individuals.
Communication (Oral and Written): Effectively conveys information and ideas both orally and in writing. Listens carefully and seeks clarification to ensure understanding.
Basic Competencies for a HR Professional…irrespective of his/her designation
Relationship Focused: approachable; relates easily to diverse groups and individuals; builds and develops relationships.
Customer Focused: focused on all aspects
This dilemma is one of the most common management dilemmas. It is not constraint to large organizations that focus -- to name one -- on implementing a shared service center, but also small companies are dealing with this problem ... even a computer programmer faces the same dilemma...Thus, when the programmer experiences a lot of maintenance because of the many exceptions that bring the decentralized program with it, he or she wil streamline the program and centralize the code. When you have done this, your maintenance will become much less of a problem, but there is a new issue: when there is a change required in the central part of the system, you are affecting all the decentralized routines that are used by the various clients. So where in the previous situation you could update any part without affecting the whole, now in the new (centralized) situation you have lost this autonomy. In this situation, a growing number of users, has given momentum to use a central solution in which scale is more important than client differentiation.The main cause of this dilemma lies in the fact that centralized activities (and systems, etc) are less agile. Centralized activities are less flexible because they form the center or the core of the system or organization and changing them will affect all other parts that are built as the stapling layers of an onion.The decentralized parts and solution on the other hand, operate on the outside and can fluctuate easily. And leave the core untouched. They behave like little waves around the central organization. Which makes it easy to respond to changes. Unless you need something to come from the core. Anyone involved with this dilemm
Planning/Organization: Establishes clear objectives and organizes duties for self, based on the goals of the department, division, or management center. Identifies resources required to meet goals and objectives. Seeks guidance when goals or priorities are unclear.
Initiative/Commitment: Demonstrates personal responsibility when performing duties. Offers assistance to support the goals and objectives of the department and division. Performs with minimal supervision. Meets work schedule/attendance expectations for the position.
Problem Solving/Creativity: Identifies and analyzes problems. Formulates alternative solutions. Takes or recommends appropriate actions. Follows up to ensure problems are resolved.
Teamwork and Cooperation: Maintains harmonious and effective work relationships with coworkers and constituents. Adapts to changing priorities and demands. Shares information and resources with others to promote positive and collaborative work relationships.
Interpersonal Skills: Deals positively and effectively with coworkers and constituents. Demonstrates respect for all individuals.
Communication (Oral and Written): Effectively conveys information and ideas both orally and in writing. Listens carefully and seeks clarification to ensure understanding.
Basic Competencies for a HR Professional…irrespective of his/her designation
Relationship Focused: approachable; relates easily to diverse groups and individuals; builds and develops relationships.
Customer Focused: focused on all aspects
It’s that time of year again.Shopping, parties and long lines everywhere. More vacations, more family commitments, and more stress. These are a few of the challenges we all face during the holiday season. The holidays are a wonderful time of the year, and we will enjoy them more as leaders when we learn how to help our organization revel both in the season and their results.Following are some suggestions to keep the focus and results high as the bells ring louder and the shopping days disappear. Rather than avoiding the challenges or denying the distractions the season offers, ESCAPE the problems by applying the suggestions below.Expect good results. As a leader, one of your responsibilities is to set clear expectations and goals for others. However successful you have been at communicating and gaining understanding on these expectations, the holidays require some additional expectation setting. Give people a sense of where they are on their annual goals, and encourage them to finish the year strong. As you set and reinforce these expectations, remember to give people the support and resources they need to succeed.Share spirit. While some people have a bit of a cynical, stressed out, scrooge attitude towards the holidays, most find their spirits lifted and thoughtfulness is at an annual high. Encourage people to show their spirit and sense of goodwill when communicating with others inside the organization. Even more importantly, encourage those sales people, Customer Service professionals and others who communicate with Customers to use that holiday good cheer in their interactions. Customers will notice and everyone wins.Celebrate! You probably h
Teamwork and Cooperation: Maintains harmonious and effective work relationships with coworkers and constituents. Adapts to changing priorities and demands. Shares information and resources with others to promote positive and collaborative work relationships.
Interpersonal Skills: Deals positively and effectively with coworkers and constituents. Demonstrates respect for all individuals.
Communication (Oral and Written): Effectively conveys information and ideas both orally and in writing. Listens carefully and seeks clarification to ensure understanding.
Basic Competencies for a HR Professional…irrespective of his/her designation
Relationship Focused: approachable; relates easily to diverse groups and individuals; builds and develops relationships.
Customer Focused: focused on all aspects of service and product delivery; always knows the customer comes first.
Organizational Skills: able to set priorities; time and meeting management skills; able to delegate.
Problem Solving: ability to weave through necessary channels to accomplish outcomes in complex settings; understanding of processes and quality improvement.
Assessment of Talent: ability to judge and assess talent, recruit and select staff appropriate to current and future organizational needs; appreciation for and emphasis on developing a diverse workforce.
Integrity: forthright; direct; widely trusted.
Intelligence: ability to grasp complex concepts and determine courses of action.
Energetic: action oriented; hard working; likes challenges.
Active Listening: ability to absorb and translate others' statements into objective responses and actions; ability to give and receive feedback in an appropriate manner.
Composure and Professionalism: ability to maintain professional demeanor in difficult or stressful situations; patience with customers; ability to diffuse anger and deal with difficult customers.
Presentation Skills: ability to present and convey information in a wide variety of settings.
Flexibility: ability to cope effectively with change and uncertainty; ability to reprioritize quickly; ability to maintain a balanced perspective and see all sides of an issue.
Vision: ability to see the 'big picture' within the industry, the organization and the function now, and in the future; ability to translate a future state for others and instill a sense of vision in them; ability to motivate others.
Political Awareness: sensitive to political situations; able to assess political climate and how it affects responsibilities.
Competencies required in knowledge based industry (IT, ITES-BPO, Service Industry)
As per a survey done in US of A, the following competencies are required for a HR Professional in excel in “Knowledge Based Industry”…
1. Understanding the business of the Company. To become key players in the organization, HR Professionals must understand their organizations and the industry in which they work. However, knowing business is not enough. It has been proved in various studies conducted all over the world that HR professionals in high-performing organizations know as much about the business as their counterparts in the low-performing organizations. The difference lies in the usage of that knowledge. The HR professionals of high-performing organizations use their knowledge to make strategic contribution.
2. Personal Credibility. HR professionals must be credible to both their colleagues and the employees they serve and hence they must-
A) Possess a track record of success and have earned trust.
B) Instill confidence in others.
C) Demonstrate integrity.
D) Ask important questions.
E) Frame complex ideas in useful ways.
F) Take appropriate risks
G) Provide candid observations and
H) Offer alternative perspectives on business issues.
3) Knowledge of best practices. The HR professional must
A) Be an effective verbal communicator
B) Work with management to send clear and consistent messages.
C) Be an effective communicator in writing.
D) Facilitate organizational restructuring
E) Design programs that drive change
F) Facilitate design of internal communication processes
G) Attract the appropriate talent to the organization
H) Design compensation System
I) Facilitate dissemination of Customer information.
4) Ability of Manage Change. With regards to Change, the HR professional must
A) Establish trust in relationships with others
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