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Human resource management


HOW HR LOST EMPLOYEES’ TRUST — AND HOW TO GET IT BACK

New research reveals that people see HR as a last resort when they have a
problem.
by
 * Joseph Grenny
   and
 * Derek Cullimore

by
 * Joseph Grenny
   and
 * Derek Cullimore

October 19, 2022
Martin Barraud/Getty Images
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Summary.    When employees have concerns, whether it’s an issue with a toxic
manager or uncivil behavior from someone else on their team, they aren’t turning
to HR, according to a new study. While this probably isn’t surprising to many,
this finding points to an ongoing...more
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The way most Human Resources departments work just isn’t working for employees.
Our latest study of 993 employees reveals that when they have concerns — whether
it’s how they’re being treated by their manager or uncivil behavior from a peer
— they would rather reach out to most anyone before turning to someone in HR.
First, they turn to their manager; then they go to a trusted colleague. If
either of those lifelines fail, they attempt to handle the issue themselves. In
fact, employees would even go to another leader in their organization or do
nothing at all before turning to HR!

This isn’t news to many people, and, ironically, an HR evolution has been
underway for decades. The goal has been to turn the reactive and
compliance-focused HR model of yesteryear into one where leaders are seen as
both trusted executive partners and employee advocates. In this approach, HR
leaders have a seat at the leadership table to advise executives on culture and
speak up for employees and their needs.

And yet our study clearly shows that few HR functions are making good on that
second role. Despite efforts to transition from compliance officers to employee
advocates, people still lack confidence in HR. Does this matter? And if so, what
is to be done?

Some HR leaders might be tempted to brush this finding off, arguing that it’s a
good thing employees are turning to their managers. But our study shows the
preference to talk to a manager says more about how low confidence is in HR than
it does about how high trust is in team leaders. According to our survey
respondents, nearly half (47%) don’t feel safe sharing their frustrations with
and confiding in their manager either. They are also not confident their manager
will advocate for them.

Ultimately, many employee concerns — whether big or small — are going unheard
and unresolved. And that’s not a risk leaders should be willing to take.

When we inquired about employee’s reluctance to turn to HR, we found that 37% of
respondents believe HR is more interested in advocating for their company than
they are for them. The top concerns employees felt comfortable sharing with HR
were typical policy or compliance issues such as sexual harassment,
discrimination, and ethics. But when it came to culture or morale concerns such
as harmful interpersonal conflicts, how leaders communicate with their teams,
and how strategy, vision, and directives are delivered, HR leaders remain in the
dark. Respondents said they fear their HR leader doesn’t have the power to
influence change and, even if they did, the needs of the company would take
precedent. But what can be done? How can the HR team rebrand from one that tows
the company line to one that puts employees — and their concerns — first?

The bottom line is that everyone deserves to have their voice heard and to not
be silenced, especially as it relates to their employee experience. Ideally,
every employee would feel comfortable raising concerns with the people they
directly work with — their managers and their peers. Yet our research over the
last three decades shows most people struggle to speak up when it comes to
emotional or high-stakes conversations. This is where HR can, and should, play a
role, helping to advocate for employees.

When employees view HR as more than compliance officers and instead as coaches,
mentors, and mediators, they will begin to trust in a system that advocates for
their needs first and foremost. Whether you lead the HR function in your
organization or work in one, below are three approaches we believe you should
adopt to better address the interpersonal challenges and cultural concerns
employees navigate daily.


ADVOCATE AS A COACH

HR leaders can advocate for concerned employees by coaching them on how to have
difficult conversations with their colleagues and managers. For example, how do
you tell your manager you’re burned out? How do you disagree with a colleagues’
opinion on the project timeline? How do you raise the flag on a toxic culture?

Supporting employees through these types of interpersonal conflicts begins by
listening to the employee and asking non-judgmental, open-ended questions. Next,
role play the conversation with the employee, discussing appropriate ways to
approach their manager or colleague and offer insight into how this interaction
might play out.

You don’t need to be present when the conversation takes place, but instead help
the employee prepare for the conversation, offer insights, and follow up with
additional coaching sessions that encourage and enable them to resolve their own
problem. A coach demonstrates concern and interest in someone’s growth rather
than simply viewing them as a one-time problem to be solved. In turn, people
trust coaches and seek out their support.


ADVOCATE AS A MENTOR

If and when employees come to HR with unresolved interpersonal conflicts like
failing to reach alignment or agreement on important projects, differences in
communication styles, or even issues of disrespect, see it as a mentorship
opportunity.

Rather than using the opportunity to document or take corrective action, serve
as a neutral sounding board and encourage the employee to reflect on past
experiences that may inform the current one. Jointly identify areas where they
have not shown up well — both in the past and especially in the present
conflict. Suggest interventions and next steps. Offer support and encouragement.

Mentors also walk the talk by demonstrating healthy interpersonal skills. These
skills include mastering the story you might be telling yourself about others
before acting on potentially unfair judgements, looking for mutual purpose when
you seem to be at odds, and making it safe for others to engage in dialogue by
demonstrating respect and understanding. People feel more confident asking for
advice and support from someone who expertly demonstrates the skills they are
seeking.


ADVOCATE AS A MEDIATOR

The third approach is to step in as a mediator when the situation the employee
facing isn’t solvable alone. In this case, you can hear the viewpoints of each
side independently and then bring the two sides together for a healthy and
productive conversation. Begin by setting ground rules at the outset of the
meeting, which include allowing each side to tell their story. Ask each party to
describe facts and behaviors rather than conclusions. For example, “You raised
your voice and said I was behind on my deadline” instead of “You think I’m lazy
and incompetent.” Restate their viewpoints so both sides feel heard and then
identify areas of mutual purpose and respect (e.g., “You’re both committed to
delivering a high-quality product.”) and then build possible solutions from
there. This can be a productive approach to nudge the two sides to a solution.
It’s imperative that you mediate in a way that is neutral and unbiased.

If employees aren’t coming to you with concerns now, it will take time to change
the reputation of your function to the point where they feel safe. By investing
in the skills needed to fulfill the three roles outlined above, you not only
help employees who need your support, but you will also help yourself. HR
leaders who are seen as trusted employee advocates get an inside view on
cultural and operational challenges that if resolved, position the company for
future success.

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Read more on Human resource management or related topic Talent management
 * Joseph Grenny is the author of the New York Times bestselling book, Crucial
   Conversations. He is also the cofounder of Crucial Learning, a learning
   company that offers courses in the areas of communication, performance, and
   leadership.
 * Derek Cullimore is the vice president of people and culture at Crucial
   Learning and a certified trainer in the company’s Crucial Conversations for
   Mastering Dialogue course. He has more than 20 years of experience in
   leadership and development and is dedicated to building healthy,
   high-performing cultures.

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Read more on Human resource management or related topic Talent management



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