In HR Dive’s Mailbag series, we answer HR professionals’ questions about all things work. Have a question? Send it to [email protected].
Q: What should we do if someone is very vocal about their dissatisfaction with HR?
A: Tackle the issue head on, face to face, according to Lexi Hambides, director of HR research and advisory services, at McLean & Co.
HR professionals may be familiar with the practice of identifying champions for certain initiatives or changes, but it can be just as important to know who the detractors are, too, she said, answering an audience question in an Oct. 3 webinar. After all, they can be highly influential individuals within their peer groups and throughout the organization, she continued.
Ideally, HR speaks with the employee to understand their concerns, but an HR champion or a people manager with whom the individual has a good relationship can do this as well, Hambides said.
The goal is to uncover the root cause of the dissatisfaction, according to Alex Zawora, project manager for HR research and advisory services at the firm. For example, “is this a miscommunication between the individual and HR, or is there a need that this person has from HR, that HR is not fulfilling?”
Their feedback can help HR reflect on its work and perhaps even reveal areas where a shift in strategy may be needed. Ask yourself, Alex said, “What can you tweak to make not just this person, but a lot of people’s experience with the organization, better?”