How an HR Practitioner ensures the services they provide are timely and effective Essay

Prioritising Conflicting NeedsThe shoots of customers whitethorn some periods be conflicting (for ex group Ale, managers want production results and longer live hours whereas employees want more time off and focus on work/life balance). HR would ascertain which demands were the most urgent and important, winning into estimate the ease and speed of dealing with each issue whilst maintaining focus on the overall inescapably of the organisation. It is important to keep all customers informed of what HR slew provide in the way of goods and set true-to-life(prenominal) expectations. HR needs to be flexible, easy to contact and able to do swiftly and effectively. However on occasions where the customers need cannot be dealt with promptly, a full explanation must be attached along with estimated timescales for resolution.sound Service DeliveryDelivering Service On durationBy prioritising needs, HR can ensure that issues are handled according to urgency. For example, taking int o account the effect of each request on the business and conveyingMaintaining the eudaemonia of employeesOrganisational mission, policies and valuesMeeting performance demandsCurrent legislationSatisfying the demands of indispensable s possessholders (employees, board members, and management) and external s shineholders (trade unions, shareholders, partners, job applicants). HR good practice would bear on developing a case record that could be reviewed to check progress, face at areas of responsibility and delegation of tasks to ensure needs are dealt with punctually. Plans would be reviewed and updated at regular intervals to check progress and consider whatsoever changes in the situation.Delivering Service on BudgetAt all times HR must consider the financial implications of delivering service by liaising with finance/accounts departments and ensuring service is provided within budget limitations. It is also important to have a discharge record of all resources available to t he organisation to protect against unnecessary spending. For example, consider using in-house services as more cost effective than purchasing services in from outside the organisation.Dealing with Difficult CustomersDealing with grueling customers can have a range of implications to staff and the organisation. HR needs to consider Where thorny customer behaviour whitethorn arise and where it would be considered a risk Suitable support for staff and managers handling awkward customers in line with company procedures, such as case conferences or guidance. Consider the needs of external customers including unions and contractors.The most frequently reported difficult customer behaviours are Verbal Abuse swearing, arguing, offensive remarks.Hostile behavior body language, threatening gestures.Physical Abuse that may result in injuryIdeas for dealing with difficult customers may includeKeep laconic records and ensure these are dissertateed openly with the customer. This ensures they are aware that their behaviour depart be on file and they cannot deny their actions in the future. Adjust to their percentage get in a way that fits their personality to make them smack more comfortable and avoid confrontation. Always follow correct organizational procedure. Customers will be less likely to dispute actions go outed in line with guidance/ law. Ask questions, listen carefully, show an interest in the individual, use non-threatening body language and maintain eye contact. Keep aim head and do not respond to their negative emotions or abuse. neer make promisesHandling and Resolving ComplaintsHR will handle complaints on a formal or informal basis. Each situation must be dealt with promptly as it arises and be handled in a clean and consistent manner. Regular interventions or an open door policy can encourage employees to talk about problems before they escalate. HR should clearly communicate the policy for raising a grievance (eg informal complaints, writ ten complaints, how complaints may be escalated and estimated timescales). Explain that the organisation values its customers and wishes to resolve any problems that may arise. Ensure customers feel assured that their issues will be taken seriously and dealt with confidentially and encourage customers to feedback any issues before they intensify.Methods of CommunicationEffective converse between all stakeholders is vital to ensure all implicated parties are informed and involved in the decision making process. The system of communication used depends on the customers needs, the type of entropy and how much information they need, and how the customer is likely to react to the information also. (Bad news is best conveyed in person rather than in create verbally to allow questions and discussion to take place).Three Different Communication MethodsMethod of CommunicationAdvantagesDisadvantagesEmail close and convenientCan be sent at any time of day/nightCheapCan be sent to indi viduals or groupsAttach files & share informationCan be encrypted to throw confidential informationConfirmation of delivery/ show uping can be set upConversation/information is recorded in writingRecipient has time to respondRelies on recipient having access to netmail accountNot suitable for group discussionsLess personal & may lead to misunderstandingMay have long hold before getting a replyComputer virusesTelephone slow accessible to most people everywhere (mobile)Conversation can be private, or conference callIdeal if a fast solution is requiredMessages can be left on answerphonePerson may be engaged/ have no signal, so unable to take call Mobile/Overseas calls can be expensiveIt is not easy to record the chatSpoken information only, cannot share images, documents etcCannot interpret body languageFace to FaceImmediate feedbackCan read body language or facial expressionsCan share documents/images and discussBuilds stronger relationshipsGood for delicate situationsLogis tics-may prove difficult/expensive to get participants in concert in one place No record unless note-taker present, so conversation not accountable Discussions may become heatedReferencehttp//www.teach-ict.com/gcse_new/communication/comm_methods/miniweb/pg3.htmhttp//businesscasestudies.co.uk/hmrc/getting-the-message-across-the-importance-of-good-communicationshttp//davidlivermore.hubpages.com/hub/Difficult-Employees