Management 2: HR Customer Needs, Prioritization and Communication

This report, written from the perspective of an HR clerk at CareOnline, analyzes the needs of different HR customers: employees, managers, and applicants. It details how to understand and prioritize these needs, addressing potential conflicts, such as balancing organizational demands with employee work-life balance. The report emphasizes the importance of fair and consistent handling of customer complaints, suggesting an open-door policy and clear communication of grievance procedures. It also evaluates various communication methods, including email, telephonic, and written communication, highlighting their advantages and disadvantages, with email being recommended as the most effective method. The report concludes that a strong understanding of customer needs and effective communication are crucial for HR professionals.

Running head: MANAGEMENT
Management
Name of the Student:
Name of the University:
Author note:

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Table of Contents
Introduction................................................................................................................................2
Discussion..................................................................................................................................2
Understanding the needs of the customers (3 different customers of HR)............................2
Prioritising their needs...........................................................................................................3
Handling and Resolving the Customer complaints................................................................3
Communication Method.........................................................................................................4
Conclusion..................................................................................................................................5

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Introduction
With reference to my HR role of HR clerk in my company named CareOnline, in this
paper I shall be elaborating on how I should meet the needs of different customers in timely
and effective manner. Being an HR clear for my company, my responsibilities revolve around
the recruitment and selection department. I shall be discussing on how I shall understand the
customers’ needs and address them. With the same, I will also elaborate on my admin duties
where I answer and update employees’ queries and manage the sickness line and fit notes
while maintaining the records of the employees.
Discussion
Understanding the needs of the customers (3 different customers of HR)
a) Employees- The main needs of the employees would be to keep their records updates
with awards, training, change in the situations and circumstances, reviews on
performance development etc. (Li et al. 2014).
b) Managers- The main needs of the managers are to stay informed on the new
employees as well as their schedules (DeCenzo, Robbins and Verhulst 2016). Also,
the need to be informed on the lists of induction for providing the new employees in
order to ensure that they are settling into their new job role efficiently and to know
whether they need any help. They also need to be ensured about the fact that the new
candidates are completing the mandatory.
c) Applicants- they needs to have a clear policy of induction and plan of training that
take their individual need into consideration.

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Prioritising their needs
Needs of customers often become conflicting. For example, sometimes, the
organisational managers want the results of production and longer working hours from the
part of the employees. Whereas the employees want less working hours as they want to focus
on their work-life balance (Hilbrecht and Lero 2014). In order to address such issue, HR
would first focus on the demands that are the most important and urgent, taking into
consideration the betterment of both the company and the employee. HR should always try to
follow the actual and correct organisational procedures as customers would be less likely of
disputing the actions that are taken in line with the law and guidance. Also, HR should
always make use of non-threatening body language and must maintain eye contact. They
must ask questions while listening carefully and showing good interest in the individuals.
Handling and Resolving the Customer complaints
a) HR would introduce an open door policy or regular interventions as this could help in
encouraging the employees to speak about their problems out before escalating.
b) They should handle the customer complaints on a formal basis and every situation should
be given importance and dealt with promptly.
c) HR should be always fair and consistent in handling and resolving the complaints
d) HR should communicate about the policy clearly for raising a grievance and ensure that
the customers are feeling assured about their issues to be taken seriously and dealt with in
confidential manner (Hilbrecht and Lero 2014).
e) HR should always encourage the customers to provide feedback in order to minimise the
issue before it take an intensified form.

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Communication Method
In order to ensure that the communication is done effectively, HR should make use of
different communication methods and the three most effective ones are telephonic, written
and email.
Methods Advantages Disadvantages
Email communication a) It is the quickest most way
of keeping customers
informed regarding different
happenings and things and
getting back the replies.
b) Through this, one can
transfer or communication a
detail to many people at
same time (Lyonette 2015).
c) It is hassle free
d) One can keep the e-mails
restricted for security
purpose so that they cannot
get accessed by any external
forces.
e) One can keep a track of it
a) In case one fails to
restrict the e-mails, they
could be easily accessed
by other people.
Telephonic
communication
a) Through this, one can talk to
a person friendlier and
personally in order to get an
idea of what he or she likes
a) No recording can be done
of what is said and agreed
upon (Moore and Morton

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and dislikes. 2017).
Written communication a) It would go directly to
the specific person.
b) One can keep a copy of
the letter.
a) Can easily be lost in the
post and the employees
and other candidates
could claim that they
have not received any.
Conclusion
Hence, from the above analysis it is to conclude that employees, managers and
applicants are the major customers of a HR practitioner and email communication would be
the best communication method for dealing with them.

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References:
DeCenzo, D.A., Robbins, S.P. and Verhulst, S.L., 2016. Fundamentals of Human Resource
Management, Binder Ready Version. John Wiley & Sons.
Hilbrecht, M. and Lero, D.S., 2014. Self-employment and family life: constructing work–life
balance when you're ‘always on’. Community, Work & Family, 17(1), pp.20-42.
Li, M., Andersen, D.G., Park, J.W., Smola, A.J., Ahmed, A., Josifovski, V., Long, J., Shekita,
E.J. and Su, B.Y., 2014. Scaling distributed machine learning with the parameter server.
In 11th {USENIX} Symposium on Operating Systems Design and Implementation ({OSDI}
14) (pp. 583-598).
Lyonette, C., 2015. Part-time work, work–life balance and gender equality. Journal of Social
Welfare and Family Law, 37(3), pp.321-333.
Moore, T. and Morton, J., 2017. The myth of job readiness? Written communication,
employability, and the ‘skills gap’in higher education. Studies in Higher Education, 42(3),
pp.591-609.