Human Resource Development Study Guide
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6 Key Areas of HRD
1. Basic Building Blocks for understanding self and individuals in professional interactions.
2. Psychological and sociological expectations
3. Communications between Individuals and in Groups
4. Creative perspectives
5. Divergent and convergent processes for problem solving
6. models of interactions
Where should you spend most of your time in the communication model? How much time?
First two steps - build a relationship, diagnose needs and set goals - 75% of your time
What are the 6 steps of the communication model?
- 1. Build a relationship
- 2. Diagnose needs and set goals
- 3. Generate alternatives
- 4. Choose a plan of action
- 5. Implement the plan
- 6. Evaluate
footnote: Return to the step or steps that are indicated as a result of the evaluation and begin the process anew from that point.
Name the "baker's" dozen of communication skills.
- 1. Cooperation
- 2. Scaling
- 3. Reframing
- 4. Soliciting exceptions
- 5. Goal setting
- 6. future pacing
- 7. quotes
- 8. metaphors
- 9. cheerleading
- 10. Miracle Questions
- 11. Hypothetical Questions
- 12. Presumptive Questions
- 13. Use of Implication
Define the Communication Skill..."Using Cooperation"
Statements that emphasize working together to solve a problem or conern.
Define the Communication Skill..."Scaling"
Scales are simple rating systems that individuals can use to represent their needs, indicate their goals, or suggest their level of motivation.
Define the Communication Skill..."Reframing"
The placing of a new or different frame around a life event to produce a new or different picture. It can be accomplished by looking at the flip side, amplifying what is being said, or in some cases by exaggerating the situation.
Define the Communication Skill..."Using Exceptions"
Statements that focus on the exceptions to an individual's statements - helpful for goal setting and for motivation.
Define the Communication Skill..."Goal Setting"
Shaping goals to be under the individual's control. They should be future focused.
Define the Communication Skill..."Future Pacing"
Statements that conceptually move into the future and show things as they could be. This can serve as motivation for the present time.
Define the Communication Skill..."Quotes / Stories"
Statements attributed to others that can positively impact individuals. Useful for assessment, suggesting ideas, or motivating individuals to action.
Define the Communication Skill..."Metaphors"
Statements that represent an alternate reality. Helpful in blending and understanding another's perspective and in motivating others to action.
Define the Communication Skill..."Cheerleading"
Encouraging others through positive reinforcement.
Define the Communication Skill..."Miracle Questions"
Statements that conceptually remove obstacles that hinder or prevent individuals from taking action.
Define the Communication Skill..."Hypothetical Questions"
Questions that ask "what if" a certain condition or opportunity arises.
Define the Communication Skill..."Presumptive Questions"
Questions that presume individual knowledge, skills or motivation.
Define the Communication Skill..."Using implication"
Suggesting or implying a secondary message,without saying it.
Decision Making and Problem Solving are based on two key psychological processes - what are they?
Convergent and Divergent thinking
Basic Building Blocks for Professional Interactions
Success in professional interactions is dependent upon a professional's ability to understand and use a number of key variables.
Successful communications will occur more frequently when the professional demonstrates a working knowledge of the four key channels of communication.
Successful professionals will have a working knowledge of the part culture plays in interactions, how the date of one's birth influences communication, and how technology impacts the overall process
Four Key Channels of communication
- 1. Gender
- 2. Gestures
- 3. Words
- 4. Space
Consider what influences employees and how to help them address those situations that arise during work.
Change in the work place is inevitable. Change is usually followed by resistance.
When change occurs professionals must understand 5 things:
- 1. Why people work
- 2. How they can motivate employees
- 3. means that are useful for empowering people
- 4. best ways to connect with employees
- 5. have a working knowledge of successful persuasion strategies.
The successful professional will have a working knowledge of 3 concepts:
- 1.part culture plays in space
- 2. how the date of one's birth influences communication
- 3. how technology impacts the overall process
What 5 Divergent and convergent processing strategies can be used to stimulate the work of employees
- making it worse
- problem expansion
- pointed questions
The three channels in which communication occurs
- 1. being able to pinpoint individual differences in communications
- 2. knowing techniques for maximizing interactions
- 3. be able to apply your knowledge in individual and group settings is vital for maximizing professional interactions
Brainstorming can include:
- Generating ideas
- build on ideas
- avoid censoring
- avoid personalizing ideas
- allow yourself to free associate
- allow yourself to break the norm
Reframing is the art of looking at the other side of the coin, of placing a different frame around an event, or of seeing data in a new, equally plausible way.
The strategy of "making it worse" includes:
- brainstorm how the problem could be worse
- push the problem to the worse possible outcome
- work backward from the worse case scenario to identify new solutions.
the strategy of problem expansion includes:
- define the problem
- generate alternative solutions
- redefine the problem
- generate new alternative solutions
- choose a solution...then decide, who will do what, when.
What the 5 steps of the creative process
- 1. preparation - know the problem, motivate toward action
- 2. information - gather all relevant data
- 3. incubation - let it rest
- 4. illumination - let the light shine
- 5. validation - make sense out of what is revealed.
5 models to focus interactions
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