(eBook version of The Rule of C’s is coming soon.)
This section lists a number of descriptors that can be used to help an HR team come together. I have adapted these at different times over the course of my career, and each team I work with has contributed or assisted in refining the definition and uses of each.
Part of my purpose is to assist HR team members understand the professional qualities that allow us to be successful.
Customer The reason we do what we do.
Commitment (to self) As an HR professional, makes a personal commitment to planning, educating and following through in order to deliver dramatic results; is honest with self in terms of actually meeting and keeping accepted and imposed commitments.
Commitment (to team) Makes a personal commitment to support, coordinate and honor own place within the HR organization, colleagues’ place and needs within the organization; makes a personal commitment and a commitment by example to focusing on and delivering on mission, as demonstrated by appropriate action and observable behaviors and demonstrated results.
Commitment (to customer) Recognizes that the customer is always right and is committed to meeting the customer’s needs in any way possible; at all times, exercises thought, discretion, purpose, intent and creative flexibility to meet and exceed all customer’s expectations; absolutely committed to the removal of barriers and obstacles and in turn is not ever a barrier or obstacle.
Commit to professionalism.
Command HR professional establishes and reinforces self as the HR leader for assigned groups or areas of expertise; positions self as the arbiter of final decisions, the source of inspiration, the authority on final needs and outcomes; requires appropriate coordination and counsel with chain of command; requires constant updating of personal knowledge, skill and ability through self development.
Control Understands and ensures results are achieved, is proactive in planning, setting, reviewing and establishing goals and objectives, and in executing necessary actions in order to deliver timely outcomes and results; communicates and reports same.
Change HR professional recognizes and shares the need for change as a normal part of current day operations; recognizes need for personal change, as evidenced by flexibility, creativity, willingness to leave the past and invent the future; with customers ensures a supportive environment to foster change.
Coach HR professional serves as a coach to facilitate and implement change, to tactfully influence outcomes and to discreetly educate customers; at all costs, avoids the role of internal affairs, gate keeper, or traffic cop; focuses effort to overcome hurdles and drive actions toward desired results.
Communications HR professional drives communication, at all levels, at all times; internally, externally, locally and regionally; recognizes that open, honest and constant communication is required to exceed performance standards; is proactive in identifying and initiating communication related initiatives and actions.
Conversations Engages in conversations sooner rather than later, to address issues of concern, to acknowledge behaviors that help or hinder action and relationships; is prepared to address critical conversations in a phased approach, moving from content to pattern to relationship; is skilled in leading, facilitating, participating, listening and observing conversations; remains objective at all times.
Containment HR professional has personal skills to intervene in crisis situations or situations leading to crisis or chaos, when necessary, to contain and mitigate dysfunctional behavior that threatens action, progress, results and relationships.
Congratulations Makes every effort to recognize positive results formally, informally, publicly and privately; to reward colleagues, leadership and other customers; fully understands and is skilled in delivering subtle and continuous rewards; fully recognizes that accountability and accomplishment are one of the highest levels of rewards to achieve, as well as to foster.
Consistency HR professional persistently practices own path toward perfection; always delivers messages, expectations, results, and consul in a consistent and predicable manner.
Consults Serves as an expert consultant on a broad range of human resource and management topics; maintains personal knowledge, skill and ability with respect to developing relationships with customers; seeks to advise and influence, rather than to demand; provides creative and flexible options to resolve routine to complex issues.
Crucial Uses independent judgment to prioritize simple to complex issues; focuses attention on those issues that are important or crucial, or potentially crucial; is not distracted by that which is not important.
Challenge Constantly seeks ways to accept, meet and exceed challenges, regardless of lack of personal comfort; accepts challenges willingly and meets and delivers on challenges in a professional and timely manner.
Comfort Recognizes that growth comes from stepping out of personal comfort zone; that work requirements are not designed for personal comfort; that meeting customer’s needs is about the comfort and satisfaction of the client rather than the HR professional.
Conflict Does not fear or avoid necessary conflict; uses conflict as a means to achieving positive and appropriate results; uses personal skill to minimize and avoid unnecessary conflict; is skilled at conflict resolution.
Context Context is framing your words or actions so that your audience understands how to accept your message. Begin your message with a “context” statement. Guide your audience. Don’t leave them guessing. Context is one of the most powerful things you can do as a communicator. As an HR professional, use context and teach context.