Exam (elaborations)
IPMA-SCP STUDY GUIDE QUESTIONS AND ANSWERS
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IPMA-SCP STUDY GUIDE QUESTIONS AND ANSWERS
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1-93 of 93Expresses how to treat and value people
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HR Philosophy
Worker's admiration for and desire to identify with the leader as a person.
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,Consultant has authority and responsibility to gather information, decide how to
proceed, take or recommend appropriate action, and solve the problem
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Consultant - Expert Role
1. Responding to requests for traditional HR services, explore the customer systems
context, performance requirements, and strategic goals that underlie the service
request.
2. Proactively identify opportunities for a wide range of HR programs and services to
meet strategic goals and exploring programs and services with managers.
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Two situations business partner competencies are applied
1. Not anchoring changes into the organization's culture.
2. Showing how a new approach, behavior, or attitude helps improve performance.
3. Taking time to ensure the next generation of top managers buys into the new way of
doing things.
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Reasons Change Efforts Fail
How much customers feel your product or service is worth what they paid to get it.
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, 1. Effective communication.
2. Preparation.
3. Clarify purpose.
4. Explore concerns.
5. Legitimize concerns.
6. Reflect others' statements.
7. Respond actively.
8. Get closure.
9. Establish follow-up.
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Management of the Change Process
Treating people with respect and dignity, avoiding conflicts of interest and favoritism,
avoiding the appearance of impropriety, respecting confidentiality and privacy of
customers, modeling professional standards of behavior and integrity.
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Ethics and Integrity
How much customers can trust you to tell the truth, to be there when they need you, and
to recover from any problems with responsiveness, empathy, persistence, and complete
customer satisfaction.
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Customer Concern - Integrity
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