Users of HR Services Online Tutoring
Users of HR Services
Line Manager:
A line manager needs supports from the HR department, in order to be able to build trust with other staff members or lower level employees. At the same time the line manager would prefer to have open and transparent communication with the HR department related to all HR related matters.
For example the line manager would require complete training guides from HR to be able to train new staff about organisation terms and policies.
Besides the HR department should be available to provide any counselling or support that the line manager may require related to a staff.
Employees:
Employees are usually in need of HR services for their contracts, annual leaves any issues at work. HR work as the first point of contact for Employees in case if they need any help.
Senior Managers:
For planning to develop and encourage productivity
To be able to plan an environment that would further result in productivity, senior managers need support from HR department.
Conflicting Needs
Conflict needs can be identified through conflict between customers and conflicts of time.
Conflict between customers:
HR professionals can resolve conflict between managers and employees. A manager offered a reward related to vacation to an employee, but the employee desired a monetary reward of bonus. Here, HR resolution is to conduct a meeting with an employee, listen and understand respective problem, and change his reward to bonus for the future to keep him motivated.
Conflicts of Time:
HR professional should prioritise respective work based on urgency vs importance. Urgent obligations need immediate action, whereas, important responsibilities leads to accomplishment of goals. (Roughton et al., 2019). Covey‘s Time Management Matrix is the one that helps in managing time effectively (Roughton et al., 2019).
| URGENT | NOT URGENT | |
| IMPORTANT | Weekly HR reports | Listen to needs and issues of employees at workplace |
| NOT IMPORTANT | Gossiping with employees | Using social media whilst performing HR duties |
Communication Methods
Below is description for three communication methods.
| Method | Advantages | Disadvantages | HR Example |
| 1:1 meeting | It encourages interaction between individuals with immediate feedback (Joyce et al., 2018)
It is easier to analyse body language of people (Joyce et al., 2018) |
It is time consuming (Joyce et al., 2018)
Chances of distraction from the main topic (Joyce et al., 2018) |
To provide performance review to employees |
| It is convenient to be used from anywhere to send to multiple people (Dwyer and Hopwood, 2019).
Text can be combined with videos, pictures, sound, and documents (Dwyer and Hopwood, 2019) |
Difficult to differentiate between formal and informal messages (Dwyer and Hopwood, 2019).
No non-verbal communication signs (Dwyer, J. and Hopwood, 2019) |
Job offer email and welcome mail for new employee | |
| Phone | It is fastest way to communicate (Joyce et al., 2018)
Engaged individuals can question and get response instantly (Joyce et al., 2018) |
No guarantee if individual on the other end is paying attention (Joyce et al., 2018)
Lack of record of conversation (Joyce et al., 2018) |
Send direct messages to employees in case of emergencies. |
Service Delivery
Building and maintaining good relationships:
HR professional would collaborate with employees to develop trust and maintain good relationships.
Handling and resolving complaints:
HR professional would demonstrate adequate ability to influence to handle the complaints through active listening and resolve the same through effective communication.
Dealing with difficult customers:
HR professional would show courage and confidence to understand the issue of the customer to resolve the same.
Timely service delivery:
HR professional demonstrates determination to complete all projects on time by focusing on priorities effectively.
Feedback and Continuous Improvement
HR can acquire feedback through anonymous 360 degree feedback from employees and team meetings encouraging open communication.
Aldi a German owned general store operating in Australia has a lot to improve when it comes to analyse its services that it has to offer.
For example, at times people have to wait for minutes in the que to be served as every store only has few checkout points.
Another area that the company can improve for example, would be by making an overall instore experience of customer more lucrative and easy.
References
Dwyer, J. and Hopwood, N. (2019) The Business Communication Handbook. Australia: Cengage.
Fredericksen, E.D., Witt, S.L., Patton, W.D. and Lovrich, N.P. (2015) Human Resource Management: The Public Service Perspective. UK: Routledge.
Joyce, P., Harrison, S. and Milner, D. (2018) Business for Cambridge International AS & A Level. UK: Oxford University Press.
Lussier, R.N. and Hendon, J.R. (2017) Human Resource Management: Functions, Applications, and Skill Development. UK: SAGE Publications.
Marchington, M., Kynighou, A., Wilkinson, A. and Donnelly, R. (2016) Human Resource Management at Work. UK: Kogan Page Publishers.
Roughton, J., Crutchfield, N. and Waite, M. (2019) Safety Culture: An Innovative Leadership Approach. UK: Butterworth-Heinemann.
Taylor, S. and Woodhams, C. (2016) Human Resource Management: People and Organisations. USA: Kogan Page Publishers.
