Some people think human resources (HR) is about planning employee picnics and parties and/or enforcing policies and procedures, which is a gross underestimation; as Jack Welch sometimes points out in his business management presentations.
While there is nothing necessarily out of place with the above employee-related functions, the really good HR professionals are also adept and skillful strategic business planners, partners and communicators.
In case you’re wondering how to assess if HR professionals are also really good communicators, the following checklist may help serve as a critiquing aid:
- Do they provide leadership support? The really good HR professionals address organizational issues with management; and then they help them develop communication strategies and plans.
- Do they place a high priority on employees? When issues or strategic goals are developed and communicated, the really good HR professionals know how to ask the right questions. These questions and their answers will ultimately boil down to employee impact. In other words, “How will these plans and actions affect our employees?” The really good HR professionals also know how to personalize employee messages and give them authentic substance, which leads to item 3 below.
- Do they know to craft messages using a respectful and dignified tone? Many of today’s employees will immediately recognize and reject disingenuous messages and those that are shamelessly manipulative. The really good HR professionals respect employee audiences and treat them as mature professionals. Perhaps, most importantly, they know how to influence and persuade without using strong-handed language, a dictatorial tone or in a talking-down manner. Instead, they know how to craft employee messages using a clear, concise and direct approach.
- Do they provide evidence that they are prepared and that they have done their homework? The really good HR professionals know that they must thoroughly research and understand relevant information in order to be received as reliable and credible sources. When people-management information is disseminated, the really good HR professionals can be counted on to thoroughly understand and stay current with their areas of specialization, whatever those areas might be; for example, compensation, benefits, training and development, legislative or regulatory issues, etc.
- Do they invite and welcome feedback and/or employee input? As they say, communication is a two-way street. If only one individual or group is doing all the talking, but they are not listening to their audiences, then all you have going on is a soliloquy or a monologue. The really good HR professionals know how to develop and offer a variety of two-way communication platforms: for instance, “town hall” meetings, suggestion boxes, electronic (e-mail, intranet forums, etc.), surveys, forums, brown bag lunch meetings and so on.
- Do they help educate and explain why consistent enforcement may be necessary? Most people will better respond to and accept policies and procedures when they also understand ‘the why’ and the reasons behind rules, regulations or guidelines. On the other hand, when people feel discounted and disregarded, or disconnected from the process, they can also become disengaged, confused and uncooperative. The really good HR professionals take the time to explain and clarify why certain policies or procedures are necessary; and, most importantly, how consistent enforcement can ultimately benefit everyone concerned.
- Do they refrain from using highly technical terms and language? The really good HR professionals know how to communicate using “What’s in it for them” type of messages. This is especially important when explaining new or complex information. Again, communication is far more effective when information is presented clearly and concisely; and when it can be streamlined. People hearing or reading messages are looking to understand what those messages mean to the individual, in addition to how they apply to the organization. Also, it’s important to remember how to use those acronyms, as not everyone knows what they mean.
The bottom line is: The really good HR professionals specialize in helping organizations avoid costly communication missteps.
And, if that doesn’t persuade you, consider this: A Watson Wyatt 2009/2010 Communication ROI Study Report found that, “Companies with the highest levels of effective communication experienced a 26 percent total return to shareholders from 1998 to 2002, compared to a –15 percent return experienced by firms that communicate least effectively.”
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