Why Employees Hate HR & How Can We Change It ?

Jon Dews at Mayfield Human Capital explores how HR and managers together can improve the working environment for employees and employer.

I heard this from an HR Director friend of mine a couple of days ago:

“What’s the collective noun for a group of HR Managers? There are 2 possible answers; ‘Surplus…’ or ‘Reactive’…!”

While that’s not necessarily or always anywhere near fair or justified, perception can be 9/10ths of the law and it’s a fact that employees can have negative feelings towards HR. There can often be misunderstandings, but other negative views can point to genuine issues within HR practice. Whatever they are, we should explore why these views exist and do something to mitigate them.

This article outlines six common issues I came across over 2 decades in Acas and as a manager before then:

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1. Who Serves Who?
Staff can feel HR serves management and company interests rather than them. When conflicts arise, many see HR as management biased, undermining trust in HR’s ability to fairly address their concerns.

2. Complaint Handling
When staff bring complaints to management and HR, particularly about sensitive issues like harassment or discrimination, they can feel that their concerns are not taken seriously or handled effectively. If they see little action or resolution, they can become disillusioned with HR.

3. Policy Enforcement
HR is often responsible for applying or enforcing company policies, which can include disciplinary action. Staff can view us as rule enforcers rather than a supportive resource, especially if they experience punitive measures.

4. Confidentiality
Staff expect managers and HR to handle their issues confidentially. If there is a breach of confidentiality, or even a perception that their concerns are not kept private, it can lead to distrust and resentment.

5. Communication
Poor communication often leads to misunderstanding and frustration. If we fail to clearly explain policies, benefits, or changes within the company, staff can feel in the dark or undervalued.

6. Inconsistent Policy Application
When our people see inconsistencies in how policies are applied, it can lead to perceptions of favouritism or unfair treatment. This can erode trust in both management and HR’s fairness and objectivity.

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I’m not highlighting this as an “I know better than you” approach…I’ve made countless mistakes over 40+ years of management, HR and employment relations work!!

However, I do suggest that we should be more transparent, communicative, consistent and show genuine care for employees. We must also be more open in taking some risks rather than being too cautious.

To improve issues with staff, we can explore a variety of strategies aimed at building trust, fostering open communication, and demonstrating genuine support for their well-being.

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The best people I’ve worked with have always looked at what is practical, positive and inclusive, rather than protectionist. They have taken informed risks. They have gone out and listened to employees and others, in the workplace or across the table. I have gained a lot from them.

Here are ideas we can all explore, managers and HR, in making workplace things work better:

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1. Explain, Listen & Involve

a. Keep employees informed on company policies, changes and initiatives through regular newsletters, emails, and meetings;

b. Ensure policies and procedures are clearly explained and accessible to all employees;

c. Get out of the office and listen. They may feel more comfortable about talking to you in their environment. Set up a staff forum to deal with key issues or proposals and communicate staff views back to management;

d. Get regular staff feedback through surveys, focus groups, and one-on-one meetings. Use this feedback to make informed improvements.

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2. Trust & Credibility

a. Strictly uphold confidentiality when dealing with staff issues and complaints to build trust with individuals and, indirectly, with staff as a whole. Don’t be afraid to state again and again that this is essential.

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3. Consistency

a. Apply policies consistently across all levels of the organization to avoid perceptions of favouritism or unfair treatment;

b. When we commit to addressing an issue, ensure that we follow through promptly and effectively every time.

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4. Improve Complaint Handling

a. Develop clear, efficient processes for handling complaints. Ensure employees know how to raise concerns and understand the steps involved;

b. Conduct impartial investigations and take appropriate action based on findings;

c. Provide feedback to employees about the status and outcome of their complaints, maintaining transparency throughout the process.

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5. Work-Life Balance

a. Promote policies that support work-life balance, such as flexible working hours, remote work options, and adequate leave policies.

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6. Proactive Conflict Resolution

a. Train HR staff in conflict resolution and mediation techniques to handle disputes effectively;

b. Address conflicts early before they escalate, providing support and solutions to involved parties.

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7. HR as Advocate

a. Position HR as a champion for employee interests within the organization;

b. Actively advocate for policies and practices that benefit employees;

c. Increase HR’s visibility within the organization by participating in team meetings, company events, and daily interactions with employees.

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I am certain that I have missed a fair amount here, but by exploring these and other strategies we can look to more positive and supportive environment, address employee concerns more effectively, and build a stronger, more trusting relationship with the workforce.

Who knows, it may also make our jobs a little easier to do.

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