Objective:

Equip HR directors with the essential principles and tools to build a Service Culture by aligning HR processes with the broader organizational culture, which is defined as the shared values, beliefs, and practices that shape how work gets done.

Duration:

2 days (1 day of theory, 1 day of practice)

Modules:

1. Understanding Organizational and Service Culture

   • Definition of organizational culture as a driver of behaviors and performance.

   • The importance of Service Culture as a subset of organizational culture, focusing on creating value for others internally and externally​​.

2. The Role of HR in Service Culture Transformation

   • HR's unique position in shaping and reinforcing cultural norms.

   • Aligning HR processes like recruitment, onboarding, and employee engagement to foster a Service Culture​​.

3. The 12 Building Blocks of Service Culture

   • Overview of key elements, including Service Recruitment, Recognition & Rewards, and Internal Collaboration.

   • Practical strategies for embedding these principles into HR operations​​.

4. Building a Common Service Language

   • Using the Six Levels of Service (from "Criminal" to "Unbelievable") to create alignment and clarity across teams.

   • Establishing a shared vocabulary to drive consistent service behaviors​​.

5. HR-Driven Service Education

   • Tools and frameworks for training teams to adopt service principles.

   • Designing HR initiatives to support continuous service improvement and innovation​​.

Outcomes:

By completing the Essential Certification, HR leaders will:

• Understand the Role of HR in Driving Service Culture:
  Gain clarity on how HR serves as the foundation for aligning organizational processes, policies, and practices with the principles of a robust Service Culture.

• Develop a Strategic Perspective:
  Learn how to position Service Culture as an integral part of organizational culture and how it drives employee engagement, customer satisfaction, and overall organizational performance.

• Strengthen Leadership and Team Collaboration:
  Empower HR leaders to coach and inspire other organizational leaders, fostering collaboration and alignment in promoting a Service Culture.

• Foster Employee Engagement and Ownership:
  Equip HR professionals with tools to engage employees in service excellence, encouraging accountability and creativity in delivering value to customers and colleagues.

• Design HR-Driven Service Education Initiatives:
  Gain practical experience in creating training programs that not only educate employees on service principles but also inspire action and innovation.

• Build the Foundation for Advanced Learning:
  Lay the groundwork for pursuing the Advanced Certification (ACHR), with a clear understanding of how foundational concepts lead to strategic transformation.

How to Get Certified

Enrollment in the Essential Certification (ESHR) program is interview-based, ensuring that participants are aligned with the program’s objectives and possess the motivation and strategic focus required for success.

Steps to Enroll:

1. Application Submission:
   Complete the online application form, providing details about your role, responsibilities, and motivation for joining the certification program.

2. Enrollment Interview:
   Selected applicants will be invited to a one-on-one interview with a certification facilitator. The purpose of the interview is to:

   • Assess your readiness for the program.

   • Understand your current challenges and expectations.

   • Ensure alignment between the program’s outcomes and your professional objectives.

3. Confirmation of Enrollment:
   Upon successful completion of the interview, participants will receive their enrollment confirmation along with pre-course materials and preparation guidelines.

Note: The interview process ensures that participants are well-prepared and can maximize the value of the program, creating an engaged and impactful learning environment.

Apply here https://forms.gle/u1deGitxPU3qUvAy9