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Road Map

Road Map. Rx For Outrageous HR Services Tippy Amick, Ph.D. 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. Come to HR for….

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Road Map

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  1. Road Map Rx For Outrageous HR Services Tippy Amick, Ph.D.

  2. 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

  3. 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

  4. Effective Service Provider Characteristics • Warmth and genuineness • Competence/skill • Energy and enthusiasm • Flexible • Being supportive, being there • Respect for customers (and differences) • Good listeners

  5. Good Listening Techniques • Eye Contact • Body Language • Pause Before Responding • Low, Slow Voice • Put Aside Distractions • Resist Internal Distractions • Furniture Position

  6. Non-Verbal Communication • 55% of message is non-verbal • 38% tone • 7% words we use

  7. Cultural Diversity and Service Provision • Cultural Baggage • Proverbs and Sayings • Fundamental Cultural Differences language/communication appearance/dress time consciousness values/norms sense of self and space

  8. Generational Differences • Born between 1980 - present = Gen Y, Nexters or Millennials. • Three generations at workplace • Y’s: Independence • Life comes before work

  9. Anger • Angry people are hurt people • Angry people need • Get it off their chest • Believe someone hears them • Finding your center • Avoiding getting hooked

  10. 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

  11. On the Phone • Show interest • Take notes • Use their name • Get on their team • Repeat problem • Help or relay • Thank them • Follow through

  12. Handling Your Frustrations • Warding off burnout • Signs of unmanaged stress • Physical consequences of stress • Expansion contraction theory (AUO) • Commit to taking care of yourself

  13. 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

  14. Thank you • For your smiles and attention • For the important work you do • For the time I have had with you

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