A Unique Look at HR, from an Expert in the Field

Are you curious about the field of Human Resources? Perhaps, like me, you hear that term and wonder what it really means. I've always had a thing about HR. It's kind of intimidating to me. After all, they make "the rules." You only hear about people going to that department when there's a problem and it usually isn't pretty when HR gets involved.

However, when I met Patricia Bell, an HR professional with over twenty years of experience, my entire view of the field shifted. I wanted to interview her for OfficeArrow because I thought she could shed some light on the topic for all of you as well. I think you'll be impressed by what she has to say - I know I was.

For those of you interested, I recorded our conversation. You can download the audio file here

I encourage you to listen to the audio if possible. There was so much great information, I really had to edit down this article to make it a reasonable length. Pat is a powerful speaker as well - you can really hear her passion for the topic.

Without further ado, here are some highlights for you.

According to Pat, HR is responsible for two main items:

First, Pat acknowledges that HR provides a structure for employees through policies and procedures. This helps employees know exactly what they need to do to be an effective part of the company.

Secondly, and even more importantly, she says, "HR needs to be champions of the corporate culture. What I mean by that is, we need to create an environment that is supportive and will help employees to reach their full potential." But Pat also stresses that this can't just come from HR. They also need to be "champions of influence." The HR department needs to encourage the company management and leaders to also support the culture and employees.

About the intimidation factor:

Pat acknowledges that there are many different perceptions of HR. When you're interviewing, you often see the happy face of the company. But then, once you've gotten the job, many employees don't go back to HR until they've got a problem. That's the first thing Pat hopes to change: the way employees interact with HR.

"Don't go only when you've got a problem. Go when you just want to say ‘Hi, I've been here for a week and I really like things. There's a couple of things I have a question about...' But if you're able to do that when you have an issue that is not pressing, when it's time to go to HR because you really have a problem that needs to be solved, you will already have established that rapport with those individuals. And they will know that you're not there just to complain but that you're really interested in being a valuable part of the team."

On confidentiality:

This is serious business for Pat: "Confidentiality is to HR as the Hippocratic Oath is to the medical field."

In Pat's experience, she says that sometimes employees just need to think out loud.

"I don't believe that HR is there to solve employees' problems. HR is there to be supportive so they can think through the process, problem solve, and gain confidence in their own ability to solve problems."

Often, she says, when employees come to her, they don't want her to say anything to their supervisors. They just want help understanding why they're feeling the way they are. They need help seeing things a little clearer so they can go back and deal with the issues themselves.

Still, Pat says, "There's no such thing as a conversation off the record." As an agent of the company, it is the responsibility of the HR professional to protect the company liability if it has anything to do with legal issues such as harassment, violence or inappropriate behavior. For Pat, at the end of a conversation with an employee, if they haven't crossed that line, they always agree on what she can and cannot share so there are no surprises.

On legal stuff:

"It's really important for employees to take it seriously," says Pat.

Training is critical - not only on how to prevent it, but how to identify and report concerning behaviors. A lot of times, people see things happening to others but think that if it isn't affecting them directly, they can't report it. "It only takes one person to bring it to the attention of management or Human Resources so that situation can be handled appropriately."

Pat says that some situations are very blatant and extreme. But there are subtle situations that employees need to be aware of and catch so things don't ever go that far. She encourages employees to draw the lines quickly and professionally so as to eliminate those types of behavior early on. She also believes companies should always call out when people are doing things correctly, as well.

On creating policies:

"There are some standard policies that all good workplaces will have," says Pat. But that's really just the skeleton. HR has to know and understand the business they are working for. Policies that don't relate aren't effective. But when you can tie them in the business objectives and day-to-day operations, employees can see the benefit. It's important for HR representatives to understand the "heartbeat of the business."

Pat says HR representatives must ask, "What are we trying to accomplish? What are the tools and the steps that we're willing to support so that employees can be the very best that they can be in our organization, that will make our organization shine amongst the competition?"

On communicating those policies:

While there will always be large company wide meetings where HR representatives lay out policies, Pat says it's important to incorporate what you want and expect into the day-to-day conversation. Always talk about it in the small, informal groups as well. Hold roundtable discussions with employees and reinforce the culture on a daily basis.

On benefits:

For Pat, it's about more than just having employees fill out enrollment sheets; you have to explain how their benefits work (Amen, Pat!).

On the hiring process:

"With the internet, companies are bombarded with resumes both qualified and unqualified. It's very much a trick, so it seems, to even have the right resume land in front of the right person."

According to Pat, the average person spends about 20 seconds looking at a resume. Critical judgments are being made in a very short period of time. Pat provides these resume tips:

1. Make sure your resume is not cluttered with extra buzz words that don't relate to your experience.
2. Customize your resume so it meets the needs of the job you're applying for.
3. Don't underestimate the power of a customized cover letter. It helps you stand out.
4. It's all about timing - cast a wide net. An interview may come from the most unexpected source.

The magic happens in the face-to-face interview. There are 3 things Pat looks for:

1. Passion - show your enthusiasm and commitment.
2. Purpose - communicate why you like doing what you do.
3. Plan - explain your long term goals. Most companies are looking for individuals who will grow with the company.

Pat is an amazing resource. I'm so thankful that she spent her timing sharing her expertise with us. She has offered to share more with us in the future. If you would be interested in having an anonymous conversation with Pat - to discuss HR concerns with total confidentiality - please drop me a note via email (Chrissy@officearrow.com). I'd like to know what kind of interest there is in providing something like this to the OA community.