Communicating Effectively With Employees

The Human Resources field attracts people who are skilled in interpersonal communications. This is vital because you, as an HR professional, often deal with employees at a sensitive time—when they are having problems. You are also an ambassador for your company, conveying the benefits of working for the company and addressing individuals’ needs. Therefore, it is always a good idea to review the characteristics of good employee communications, including:

Recognize that HR Is a Partnership
Human Resources is an interactive process dependent on the cooperation of the employee, the HR department, and company management.

Attitude Is Important
Often, being treated with respect and understanding is more important to employees than
having their problem solved. Employees may forget the solutions to their problems, but they will not forget how they were treated.

Learn to Listen
The process of problem solving in Human Resources involves asking the right questions and listening for clues to a solution in the answers. Giving the employee your complete attention is essential to resolving problems efficiently and generating employee satisfaction.

Be Clear Without Using Jargon
If employees don’t understand the jargon you are using, they may be too embarrassed to ask for clarification. On the other extreme, they may also become resentful, feeling that you are “talking down” to them. Try to explain situations to employees in the simplest, clearest language possible. Paraphrase what the employee says. It demonstrates understanding and concern. If needed, give the employee a photocopy from your employee handbook or a prepared booklet to help understand the issue at hand. If employees have a problem with English, you may want to have someone who speaks their native language accompany them to any meetings.

Use Diplomacy
Employees who come into the Human Resources department are often frustrated or angry. They may not understand why a situation exists or what can be done to remedy it. They just want to know what the outcome will be as it relates to them personally. This is when you must deal with the situation in the most diplomatic manner possible. Remain calm. Use the employee’s name often when you talk. Show empathy by acknowledging the employee’s feelings, even if you do not agree with them. Reassure the employee. Don’t lecture. An employee may refuse to cooperate or may even get up and walk out. Being diplomatic can help ease tensions.

Role-Playing Can Help
If you set up a “what-if ” role-play about a situation, even reserved individuals are more likely to say something or react in a less-inhibited way. You may get the information you need without asking too many questions and this helps the employee to create a picture of what you are communicating to them.

Employee Satisfaction
The effect of good Human Resources communications on the company’s image with employees can be profound. Once employees believe that you have their best interests in mind, they can feel more satisfied and less frustrated in their jobs. For the Human Resources professional, knowing how to deal with people effectively can result in lower turnover and a greater sense of satisfaction with your job.