Effective Human Resource Practice
Effective Human Resource Practice
Human resource management is a crucial functional unit of a successful organization which entirely deals with recruitment and maintenance of a productive workforce. The general growth and development of an organization will solely rely on how the human resource is managed (Schuler and Jackson, 2014). This calls for an understanding of the customer needs, prioritizing the needs and effectively handling the complaints/ conflicts. This essay will aim at looking at three different customers; identify their needs and the best way to manage conflicting demands. Finally, we shall analyze three different methods of communication in details and look at how to achieve effective delivery of services.
As an HR practitioner, there is always the need to offer practical and timely services to customers so that the customers can get the best of the services provided. For a manager to provide effective and appropriate services, he or she must be in a position of the customer to understand their needs better. In this paper, we shall study the following three customers; employees, external clients, and the management. The primary need of employees will be, for instance, keeping up to date records training, awards, sickness leaves and reviews in performance development (Rothwell, Hohne and King, 2018). The primary need for external clients will be to ensure that all communications are done professionally, both the written and verbal communications. Finally, the primary need of the management will be providing essential updates on the performance process.
In a setting where all the above three customers exist, conflicting needs may arise. This requires that such needs be prioritized depending on their nature. An example of where needs may conflict is when; the customers expect their deliveries to be made within a specific period. The management may pressurize the employees to give an outstanding performance by working for six days a week to meet the customer demands yet at the time of joining the organization; they had signed contracts to only work for five days a week. When faced with such a dilemma of conflicting needs from various stakeholders, it is always recommended that the organization’s need is given the priority in making such crucial decisions on which need to meet first.
To successfully address this dilemma, employees should be enlightened about the company’s needs and the organization should be flexible to allow employees to change their schedules as and when they may feel like doing so. The human resource department should ensure that new and vibrant additional employees are recruited to feel the gap that may arise as a result of changing consumer needs. To achieve efficiency and effectiveness, employee abilities and skills need to be aligned with their respective job roles (Bratton and Gold, 2017). There should also be scheduled training and development sessions for employees to ensure they are more competent regarding the handling of different stakeholder needs.
Communication is a key aspect of ensuring the success of an organization. Human resource managers, therefore, need to adjust the communication styles to suit a particular setting. The following are the methods of communication, with their respective advantages and disadvantages. First, is the email. Benefits of email include; very convenient and fast, is cheap and can be set up to send and receive confidential and private information (Mustak et al., 2016). However, disadvantages of emails include; there is a possibility of misinterpretation of the message content, prone to computer virus attacks and an immediate reply may not be possible in most cases.
Secondly, is the telephony. Advantages of using a telephone as a communication medium are; mobile phones can be accessed easily everywhere by many people, it is recommended where an immediate reply is required, and privacy of the conversations can be achieved. Disadvantages of the telephone include; it is not useful for body language, the method cannot share images and documents, and it may be more expensive than the emails. Last but not least is the face to face form of communication. Advantages of this method may include; provision of immediate feedback, body language can be used and interpreted, fosters stronger ties/ relationship and is suitable for delicate circumstances (Cohen, 2015). Disadvantages of face to face communication are; getting all the participants in one place may not be possible, and conversations may become intense/ heated and get abandoned.
After agreeing on the type of service an organization is going to offer, the human resource practitioner should move with speed and actualize it within the shortest time possible. By providing the services the customers expect, the organization will boost its reputation and build a good working relationship between the human resource practitioner and the categories of customers. The effectiveness of service delivery can be achieved by; delivering customer services on time, understanding and addressing customer needs and implementing a strategic plan for effective service delivery (Bratton and Gold, 2017). The human resource should also deal well with the recruitment of new workers and address workers turn over appropriately. Methods of dealing with complaints and conflicts should also be developed.
This paper has thus, successfully analyzed how an HR practitioner should ensure timely service delivery by identifying the different consumer needs, effective methods of communication and efficient delivery of services.
Bratton, J. and Gold, J., 2017. Human resource management: theory and practice. Palgrave.
Cohen, D.J., 2015. HR past, present and future: A call for consistent practices and a focus on competencies. Human Resource Management Review, 25(2), pp.205-215.
Mustak, M., Jaakkola, E., Halinen, A. and Kaartemo, V., 2016. Customer participation management: developing a comprehensive framework and a research agenda. Journal of Service Management, 27(3), pp.250-275.
Rothwell, W.J., Hohne, C.K. and King, S.B., 2018. Human performance improvement: Building practitioner performance. Routledge.
Schuler, R. and E. Jackson, S., 2014. Human resource management and organizational effectiveness: yesterday and today. Journal of Organizational Effectiveness: People and Performance, 1(1), pp.35-55.