Report: HR Professional Skills, Development, and Performance at M&S

This report examines the crucial roles of training and development in organizational growth, using Marks and Spencer as a case study. It begins by identifying the essential skills and knowledge required by HR professionals, including communication, leadership, and ethical behaviors. A personal skills audit and development plan are presented, highlighting strengths like communication and weaknesses like time and technology management. The report then differentiates between organizational and individual learning, emphasizing the need for continuous professional development to drive sustainable business performance. Finally, it explores various approaches to performance management, offering a comprehensive overview of HR practices aimed at enhancing employee engagement and organizational effectiveness. The report is a valuable resource for students seeking insights into HR management.

Developing Individuals, Teams
and Organisations

Table of Contents
INTRODUCTION................................................................................................................................3
TASK 1.................................................................................................................................................3
P1 Determine appropriate and professional knowledge, skills and behaviours that are required by
HR professionals..............................................................................................................................3
P2 Personal skills audit and Personal development plan.................................................................5
TASK 2.................................................................................................................................................7
P3 Differences between organisational and individual learning, training and development...........7
P4 Analyse the need for continuous learning and professional development..................................8
TASK 3...............................................................................................................................................10
P5 High performance working to employee engagement..............................................................10
TASK 4...............................................................................................................................................11
P6 Different approaches to performance management..................................................................11
CONCLUSION..................................................................................................................................12
REFERENCES...................................................................................................................................13

INTRODUCTION
For each and every organisation, training and development process use to play very
important roles, as this lead a business towards development and growth also, which help them in
increasing their sustainability at market place. Also, this helps an organisation in managing their
employees, so that they can work and achieve their goals and objectives in effective manner. This
help employees in gaining ample number of opportunities, so that they can improve their skills and
knowledge, and also develop and grow themselves in future. Along with this, proper training and
development session lead employees to make improvement in their skills, so that they can increase
productivity of them, which directly increase the profitability of organisation. For completing this
report, the organisation which has been chosen is Mark and Spencer, which is one of the biggest
retail industry of the world (Amabile, 2012). They use to provide their products and services in
clothing industry and also produce luxury products. In this report, a study will take place on skills
and knowledge which are required by HR professional of organisation. Along with this, personal
development plan will get designed with auditing of skills that HR professionals have with them.
Also, difference between organisational and individual training will take place. Along with this,
need for continuous learning and development for to driving sustainable business performance is
discussed in report. At last, a study will take place on approaches which help in performance
management.
TASK 1
P1 Determine appropriate and professional knowledge, skills and behaviours that are required by
HR professionals
Human resource professionals refers to part of organisation which is related with dimensions
of people. They deals in human relations within organisation which starts from recruitment to
labour relation. HRM refers to process of acquiring, developing, motivating and maintaining human
resources which are present within organisation (Williams, Muller and Kilanski, 2012).
It is necessary for Marks and Spencer to make alterations in terms of enhancements from
time to time. This aids them to remain sustainable within market for longer duration of time. It is
necessary for organisation to recruit employees who have knowledge of different aspects and
possess innovative skills. Furthermore, it is necessary for an organisation to develop skills of
employees when updates occur within market. Managers and leaders can assist them to develop
interpersonal skills by providing employees with development and training sessions.
CPD (Continuous development process) refers to an activity by which they can enhance
interpersonal capabilities of employees of Marks and Spencer. With the help of this, company

formulate different training sessions for their employees by which their knowledge and skills can be
improved. There are certain skills which manager of organisation need to acquire, they are provided
below:
Communication skills: Healthy communication is very much needed for the better
management of any organization so, it is essential for HR professional to possess good
communication skills. In case of Marks and Spencer, maintaining healthy relationship between all
employees will lead them towards healthy communication. Effective communication skills enhance
productivity and profitability of company. Ineffective skills of communication or unhealthy
employee relation will always reduce overall efficiency and effectiveness. It is responsibility of
human resource manager to maintain the level of effective and healthy relationship among all
employees.
Leadership and management skills: Every manager must have effective leadership and
management skills for influencing their employees in an efficient manner. This will help managers
of Marks and Spencer in achieving all the goals and objectives in desired time limit. It will aid
managers of company in understanding skills, knowledge and abilities of their employees. So that
they can assign work as per their capabilities and this will provide highly effective, productive and
profitable result. Effective management skills of managers create high competition in market.
Behaviour which is essential for HR Professionals
Equally treating behaviour: It is being found that, employees not majorly but a percentage
out of them belongs to a different culture who consist with a range of skills, experience, knowledge,
capabilities and so on. Being a manager of a business organization, it is required to treat all the
employees equally rather than favouritism (Knowledge and skills required by HR professional,
2016). In case of Marks and Spencer, managers should have behaviour of equally supporting so that
person should offer staff members with equal tasks and opportunities, as it will enhance their
loyalty towards company.
Ethical behaviour: In every organisation, managers should always act ethically as this
behaviour of human resource manager impacts performance of company in several ways. In case of
Marks and Spencer, ethical behaviour will enhance efficiency, profitability, productivity and level of
motivation of all employees. Being an multinational retailer, managers must adhere all the laws and
regulations of respective country.
Knowledge which is necessary for HR Professional
Laws and regulations of government: It is necessary for HR manager to have complete
knowledge about laws which are implemented by government. Marks and Spencer is operating in
finance sector, in order to avoid any kind of legal troubles they must comply these rules within their
working structure.

Taxation: It is responsibility of HR manager to generate salary of employees working
within organisation. It is essential for them to possess knowledge about tax redemption. HR
manager of Marks and Spencer must possess in depth knowledge of taxation so that they can guide
employees related with different taxation schemes, rules and policies.
P2 Personal skills audit and Personal development plan.
Personal skills audit : Personal skills audit is very helpful for an individual, as this help
them in making study and identifying their own, skills and also help them in analysing their
strengths and weaknesses. Proper study of this will help them in gaining information that where
they need to make improvement and how they can improve their skills, so that they can effectively
work at their work place. Also, this will help them in getting knowledge that how they can manage
their work. As doing this will help them in collecting information that how these training and
development sessions can help them in making improvement in their skills and competencies. As,
personal audit plan is used by an organisation so that they can make analysis of performance of
their employees and also make analysis that what type of training and development sessions will
help them in improving the performance of their employees. Mark and Spencer can use this, so that
they can make proper analysis of their HR professional and gain information about their
performance at work place. As strengths and weaknesses of them are as follow :-
Strength :- As, I am working as HR professional at Mark and Spencer, therefore to being
on that job position, I use to analyse that, I have very good communication skills. As this helps me
making communication with my subordinates and employees, so that they can understand their
roles and objectives which they have to play in Mark and Spencer. This help them in understanding
their tasks and completing them in effective manner. Having good communication skills help me in
dealing with some complex situations and also help me managing appropriate working environment
in organisation. Along with all these, proper communication skills help me in encouraging my
subordinates and employees working in Mark and Spencer, so that they can move forwards towards
their goals and objectives (Berry, 2011). Also, it help me in motivating employees of organisation,
so that they can improve their performance and also attain goals and objectives of organisation.
Also, I have good inter personal skills which help me in making proper interaction between other
employees and also help me improving my performance.
Weaknesses : Along with some strengths, it has been analysed by me that, I have some
weaknesses also. The main weakness of mine is my time management, as I have skill to manage
time for small tasks, but when it come to big and long tasks I am not able to manage time and assign
appropriate time for completing the task. Along with this, the major weakness of mine is

technological skills, as in today's world it is very much important for HR professional to have
proper technological skills with them. As this help them in implementing new technologies at work
place, so that performance of organisation can get improved. As I am working as HR professional
worker at Mark and Spencer, it is very much important for me to have proper technological skills
and implement new technologies in performance of organisation.
Personal Development Plan : Personal development plan is used by an individual, where
they use to make their focus on weaknesses of them. Also in this, they use to make proper strategies
and plans that, what they can do for making improvement in their skills and how much will they
require for improving their skills. Personal Development Plan (PDP) help an individual in attaining
their goals and objectives, so that they can develop and grow themselves in future. This is done
because it help them in making improvement in their quality and capabilities. Above, HR
professional of Marks and Spencer make a personal skills audit, which has helped them in knowing
their strengths and weaknesses. Beneath is the Personal Development Plan for HR professional of
Mark and Spencer, so that they can make some improvement in their weaknesses :-
Skills Current
ability
Targeted ability Objectives Activity for the
development
Time limit
Time
management
The rating
of mine
for time
managem
ent which
I use to
give
myself is
about 3
stars out
of 5
My target in
this, is to
improve my
skills of time
management
and come to at
least 4.5 star
out of 5.
The main
objective of mine
behind this is to
make appropriate
improvements, so
that I can manage
time for huge
tasks also along
with small tasks.
For making
improvements
in my skills of
time
management, I
will observe my
seniors, and
also attain some
session that will
tech me that
how I can
perform assign
task in given
time period in
effective
manner.
The time
period which
is required by
me for
making
improvement
in my skills
of time
management
is about 90
days.
Lack of
Technical
My skills
in
My target in
this, is to make
For my job, it is
very much
For improving
my
The time
period which

knowledge technologi
cal field
are very
weak and
this lead
me to rate
my self
1.5 star
out of 5.
proper
improvements
in my skills
related to
technology, and
have target of 5
stars out of 5.
important to have
proper skills and
knowledge of
technology, as this
will help me in
making
appropriate
technological
changes in work
place, so that
production and
performance of
organisation can
get improved.
technological
skills, it is very
much important
for me to attend
proper training
and
development
session which
can give me
knowledge
about new
technologies
that can help
me
implementing
new
technologies at
work place.
is required by
me for
improving my
skills of
technology
will be about
60 days.
TASK 2
P3 Differences between organisational and individual learning, training and development.
Each organisation is having the aim to maintain the growth and develop their staff members
by providing them training sessions so that they can enhance their skills and implement these in
performing their task effectively so that this will help the firm in attaining the goals and objectives.
In context with Marks and Spencer, the firm is providing training and development programmes to
their employees so that they can learn about the new technology and can adopt the changes
accordingly (Ford, 2014). The main motive of the firm is to retain their existing customers and gain
the attention of new customers in order to enhance their sale and increase their productivity and
profitability. Individual Learning – Individual Learning is the learning that an individual gain from his/
her own experience. This strategy will help the employee in identifying their skills and
abilities. This will assist the staff members in performing their duty within time and
effectively.

 Organisational Learning – This is the process which is used by organisations, so that they
can transfer and share information and data with in their organisational environment. This
learning will provide the information to the staff members about the new technology which
is adopted by the firm Marks and Spencer. The firm is giving training to their workers so
that they can understand the use of this technology by learning their concept, these changes
will help the firm in enhancing the knowledge and skills of the workers which help them in
attaining the business goals easily.
Difference between Individual learning and organisational learning
Basic Individual learning Organisational learning
General  This learning will
help the employees in
identifying their skills
and ability so that the
firm can assign their
task accordingly,
these skills help the
staff members in
enhancing the level of
performance (Gibbs,
2013).
 This learning will help
the firm in developing
the organisation by
conducting the training
sessions of the
employees.
Motive  The main motive of
this learning is to
increase the
knowledge and skills
of the individual.
 The main motive of
this is usually held
when the firm is
innovating something
new in their
organisation. The main
purpose of this learning
is to enhance the skills
of the workers.
Difference between Training and development
Training and development sessions are the activities performed in an organisation, so that
they can improve the skills of their employees and also help them in improving their performance,
so that they can achieve their goals and objectives.

Training Development
This is an activity and a short term which
help the firm in improving the performance of
their employees. This training sessions are
organised to enhance the knowledge of the
staff members which will help them in
performing their task easily.
Development is the system of a firm that
mainly emphasizes on the improvement of the
employees. This process will develop the skills
of the employees as per their education and
knowledge. This is long term process which is
conducted at regular intervals in the firm.
In context to Marks & Spencer, the firm is conducting training sessions to motivate their staff
members for performing well to attain the desired business goals and objectives. Along with this,
this will help the workers to implement their innovative ideas for gaining the attention of more
customers towards the products produced by the firm and also build the positive brand image in
competitive market.
P4 Analyse the need for continuous learning and professional development.
Continuous learning is process which keeps on going for long time period, as this help an
individual to learn and make improvements in their skills, competencies and knowledge on regular
basis. This also help an individual in improving their performance, so that they can perform their
tasks associated with job in very effective manner, and also in given time period. The process of
continuous learning helps an individual in making improvement in both personal as well as in
professional life. It is very much important for HR professional of Mark and Spencer to make
appropriate and proper analysis of the environment of their work place, so that they can analyse the
need of continuous learning in Marks and Spencer (Goetsch and Davis, 2014). After making
complete and proper analysis of organisation, HR manager can get knowledge about some
alternatives, by which they can improve performance of their employees along with their
effectiveness. In addition to this, need for continuous learning arises when productivity of
employees reduces, change in technology, increase in competition and many more.
Reduce in productivity : When the conditions of reduce in productivity of employees arises
in an organisation, then the need of continuous learning increases in environment of that
organisation. For Mark and Spencer, trends use to change on continuous basis and also this may
lead to conditions of continuous learning for employees. Therefore, it is very much essential for
employees to get proper training and development sessions on regular time interval, so that their
skills and learning keeps improving. This all lead to improve in performance of organisation and is
able to attain their goals and objectives.

Therefore, in this manner for large working organisation, both kinds of learning program
that are Continuous learning and Professional development are needed. It helps in driving
sustainable position and enhancing performance of business as well. As per current scenario of
Marks and Spencer, both kinds of learning help employees in enhancing their skills and knowledge
by working under professionals. Including this, it is necessary for managers to organise some
special kind of training session for workers through which high talented workforce can be gained.
Need of continuous development arise when a firm want to remain competitive in market and boost
its profile among customers,
They also require need to track record of each and compare their performances with past
experience which would help in analysing whether workers have learnt in desired manner or not.
Along with this, in order to reduce labour turnover, it is a major responsibility of HR managers to
provide healthy and open working environment to employees. This will help workers in sharing
views and problems with each other which further develop a strong relationship among them also.
Therefore, all such processes support Marks and Spencer in gaining productivity of workers and
achieving its targeted goals in a predetermined time. Continuous learning and professional
development helps in improving skills and abilities of individuals and enable them to face
challenges in an effective and efficient manner.
Advantages of learning process mentioned below:
Abilities lead an employee to become confident: When workers become able to do work in
given time framework in efficient manne,r then it will help in boosting confidence level of them. It
will also help in encouraging other people to work well by generating feeling of competition among
them.
Growth of an individual and organisation: By providing learning programs, managers give
opportunity to workers to grow with Marks and Spencer. It will help in increasing productivity of
them and gain loyalty as well.
TASK 3
P5 High performance working to employee engagement.
High performance working refers to approach which is executed by management of
organisation to focus on involvement of employees by which they can attain high performance. As
per report presented at Confederation of British Industry workshop, high performance work
commitment and culture is supported by collaborative working, effectual interaction and
performance management. Marks and Spencer must opt high performance working as it will help to
engage employees by which competitive edge can be obtained within marketplace.
As current requirement of Marks and Spencer is to enter into new marketing area where many

competitors are already present. Thus, in this process, it needs to provide innovative products or
services as per demand of customers. So, through HPW process, managers used to make
collaboration between workers and influence them to work hard for achievement of set objectives.
It also helps them in utilising resources in more economic manner by improving and enhancing
performance level of employees as well as of business too.
Contributions of HPW are mentioned below:
Transparent Communication: If it is talked about Marks and Spencer and it's HPW
process, it will be required to develop employee engagement and competitiveness and this could be
done through offering employees with all the information regarding the decisions that they are
going to take in near future. This will directly develop help Marks and Spencer in reaching to new
heights..
Shared responsibility for results: Since the business organisation i.e. Marks and Spencer is
working in clothing sector, it can be said that company would require to share its responsibilities
and results with employees. Along with this, it will also be required for this organisation to develop
a good reward system and appreciated for work as well. With the help of this, Marks and Spencer
will directly boost up morale of employees which will lead to enhancement in their performance
and makes it easy to acquire desired result (Werner and DeSimone, 2011). HPW aids in gaining
competitive edge in different ways, it is shown below:
High productivity: HPW has significant impact on productivity levels of organisation as
well as employees. This will enhance job satisfaction among employees. They can gain
advancements in their career with high competence and advanced skills.
High profitability: When high productivity have been acquired then HPW make sure that
high profits are also attained by organisations like Marks and Spencer. HPW assist employees to
work in complex situations by which they can ensure sustainability of organisations operation and
have desired results.
Along with this, there are some of principles of HPW are given beneath:
1. Best practice workplace health and safety (WHS) systems and standards.
2. Best practice commitment to apprentices and trainees.
3. Best practice industrial relations.
4. History of compliance with procurement, tendering and other government policy.
TASK 4
P6 Different approaches to performance management
Performance management is very crucial aspect for carrying out activities of organisation.
Within Marks and Spencer, management must be formulated on the basis of contribution of

employees for taking firm into new heights (Seibert, Wang and Courtright, 2011). It is necessary
for Marks and Spencer to retain their skilled employees as this will strengthen their internal factors.
Different approaches are used by management of Marks and Spencer for managing performance of
employees, they are provided below:
Different Approaches of Measuring Performance:
Comparative approach: Focus of this approach is on ranking employees performance. In
this, comparison is carried out with reference to intensity of performance. For this management of
Marks and Spencer can opt for graphic rating, forced distribution, etc. for measuring performance
of employees.
Attribute approach: This approach takes into consideration different attributes such as
problem solving, teamwork and innovation. These attributes can be measured by Marks and
Spencer by using mixed rating scale. This will aid employees to adopt necessary measures by which
they can enhance their performance (Schaubroeck, Lam and Peng, 2011).
Behavioural approach: Marks and Spencer can adopt BARS (Behavioural anchored rating
scale) or BOS (Behavioural observation scale) for measuring various dimensions of jobs of their
employees. Frequencies with respect to behaviour of employees in terms of their performance are
identified.
Result approach: Employees are given training by management of Marks and Spencer on
basis of their performance. They can opt for ProMES (Productivity measurement and evaluation
system) and Balanced scorecard technique. This approach will enhance productivity of employees
and also their feedbacks are taken into consideration.
Quality approach: Customer satisfaction is aim of this approach. This can be achieved by
reducing errors and making necessary improvements in their strategies. In this both personal and
system factors are considered. Management of Marks and Spencer knows expectations of customers
and they work accordingly (Pinjani and Palvia, 2013).
Collaborative approach: It comprises of mixture of above all mentioned approaches.
Marks and Spencer can segregate them as per their needs and enhance their employees by which
they will be competent. This will aid them to remain sustainable within market (Approaches for
measuring performance of employees, 2018).
On the other hand, This would help in making positive working environment through which
staff members can do work in adequate manner. In addition to this, performance management
system involves:
 Creating a proper recruitment plan by forming a clear job description.
 To enhance performance of business and its productivity too, hiring skilled and qualified
employees in workplace.

 Provide clear guidelines and right direction to people in order to achieve set goals and
objectives in given time framework.
 Monitor and track performance of workers on individual basis.
 Organise proper training sessions to reduce weaknesses of employees and enhance skills as
well
 Provide compensation and reward to workers as per their performance.
CONCLUSION
From above it can be concluded that, knowledge, skills and behaviour of HR professionals
within Marks and Spencer will invite talented individuals within firm which will also enhance
existing workforce. Focus should be on individual learning and training and development of
employees. Performance of employees of Marks and Spencer can be maximised by using HPW to
have competitive advantage within market. Management needs to provide more training programs
by which they can effectively work for growth of employees thereby achieving vision of
organisation. Different approaches can be used by them to evaluate employee’s performance.

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