Effective People Management: Issues, Skills, and Processes at M&S

This report provides an in-depth analysis of people management practices, specifically focusing on the context of Marks and Spencer (M&S). The report begins with an introduction to people management, highlighting its significance in talent acquisition, retention, and employee development. It then delves into contemporary issues faced by line managers at M&S, such as challenges related to training and development and leadership development. Furthermore, the report explores the knowledge, skills, and behaviors essential for effective people management, including team building and employee motivation using theories like Tuckman’s stages of team development and Maslow's hierarchy of needs. The report also examines how human resource processes, such as performance management reviews and 360-degree appraisals, support and underpin effective performance management within the organization. Finally, the report concludes with recommendations for M&S to improve its people management strategies, focusing on continuous performance evaluation and employee involvement, and emphasizes the importance of managing people for maintaining employee performance and organizational efficiency.

Introduction to People
Management

Table of Contents
INTRODUCTION...........................................................................................................................3
Contemporary issues faced by line management when it comes to people management...........4
Knowledge, skills & behaviour required to be an effective people manager.............................5
Human resource processes underpin & support management when it comes to effective
performance management...........................................................................................................7
RECOMMENDATIONS............................................................................................................8
CONCLSUSION..............................................................................................................................8

INTRODUCTION
People management is termed as a series of practices which encompasses the end-to-end
procedure of talent retention, talent optimization, talent acquisition at the time of providing
guidance and support to staff members prevailing in organisation. People management is a sub-
set of human resource management that consist of aspects such as how people behave, act, grow
as well as engage at work (Hurmelinna-Laukkanen and Olander, 2019). This affect on the overall
performance and efficiency of employees that in turn affect on growth and development of
organisation. Apart from this, it is also a procedure of motivating, directing and training staff
members in order to optimize and promote workplace productivity as well as performance.
Human resource management plays vital role in managing people as they develop
policies and then formulate it with an objective to manage, retain and motivate employees of the
company. For the present report, Marks and Spencer is taken into consideration. It is a British
multinational retailer specialise in home products, clothing and food products. The report will
cover the issues faced by line management at the time of managing people. IN addition to this,
there is a discussion about the knowledge, skills as well as behaviour needed for being an
effective people manager. Moreover, HR processes that support and underpin management for
effective performance management is elaborated in a proper manner. In the last, some of the
recommendations is provided to the respective organisation for resolving the issues faced at the
time of people management.
Contemporary issues faced by line management when it comes to people management
In every organisation, issues are occurred when they manage people prevailing at
workplace. It is important for company such as Marks and Spencer to deal with the challenges in
an appropriate and timely manner so that it does not impact on their performance and
productivity (Banfield, Kay and Royles, 2018). The issues faced by line managers when it
comes to people management is given below in relation to Marks and Spencer:
Trainings and development:
It is considered as one of the significant aspect that help a business entity to enhance
skills, knowledge and capabilities of staff members that directly leads to raise in performance
and profitability of the company. It is analysed that the requirement of employees to take training
is different which sometime not fulfil by the common training session and because of this line
managers face issues in order to manage people. It is important for a company to focus on the

need of training and whether it fulfils or not by the training as it negatively on the performance
of staff members and is consider as an issue when it comes to people management.
The line managers of Marks and Spencer make use of cognitive and experimental
learning theories as it emphasis on the requirements of individual learner in context to the
various learning types. In addition to this, it also assist respective company to maximise the
knowledge and capabilities of employees due to which it can attain higher growth and success as
well.
Theory of reinforcement: It is stated that such theory mainly emphasis on behaviour as
well as suggestions of individual people so that the positive results is achieved in the
organisation. Along with this, such concept is associate with the reinforcement in order to
expansion of different techniques linked with training programmes of company (Khan and
Millner, 2020). Marks and Spencer provide both financial and non- financial rewards that is
promotion, salary hike, holiday packages and many more as it help in achieving positive results.
Leadership development:
It is related with the expanding capacity of implementing and performing business
activities by individuals within relation to roles set by Marks and Spencer. It is analysed that
leadership roles assist in implementation of strong aspects of organisation by higher growth as
well as development capabilities. There are different models and theories used by leaders of
Marks and Spencer with an objective to make use of effective leadership theories, which are as
follows:
Contingency theory: This theory states that there is no particular and effective way to
manage and deal with the situation that can arise at anytime. It is analysed that both internal and
external factors are valuable or important in order to deal with issues that result out into higher
growth and success. In relation to Marks and Spencer, its line managers can make use of this
leadership style as it help in managing and dealing with conflicts and contemporary issues in an
appropriate manner. Moreover, it also help in maintaining the level of performance and
productivity while managing people at workplace.
Knowledge, skills & behaviour required to be an effective people manager
There are various set of skills, knowledge as well as behaviour needed in order to develop
as an effective people manager. It is important for the people manager to have skills such as tea

development, effective communication, problem solving, motivation and so on. Some of the
skills, knowledge & behaviour is mentioned below in context to respective organisation:
TEAM building:
It is undertaken as one of the important skills that is needed in order to manage people of
the organisation. By the help of this, the manager of Marks and Spencer is able to develop
effective teams whose team members have the potential to carry out activities in a proper and
systematic manner (Hislop, Bosua and Helms, 2018). For this,Tuckman team development
theory can be applied as it assist in building teams efficiently and effectively. The theory consist
of five stages, which are as follows:
Stage 1: forming: It is the first stage that reflects leaders have dependency to a high extent in
context to roles and responsibilities, guidance in order to attain set objectives.
Stage 2: storming: At this stage, there is lack of agreement among the team members as they are
focus on developing their own position so that they can attain transparency and value as well.
Herein, leaders play an important role that is coaching that assist in guiding group members to
deal with situations in an appropriate manner.
Stage 3: Norming: It is associated with development of teams involving agreements as well as
support of leaders. In relation to Marks and Spencer, commitment between team members is
strong that help in meeting with the targets in a timely manner.
Stage 4: Performing:Herein, the overall task is performed by the team members according to the
guidelines set by the leaders. The team members work with full potential in order to achieve
objects and meet with the expectations of company.
This theory will help leaders of Marks and Spencer to develop an effective team and
attain objectives in an appropriate and effective manner.
Motivation
It is one of the important skill required in a manager and leader as it assist in motivating,
influencing and encouraging employees to put their efforts in order to meet with targets. The
leaders and manager of Marks and Spencer ensures that its team are motivated & influenced so
that all the activities is performed properly. Maslow's theory of motivation is applied and
consider as best theory to motivate employees, which are as follows:
Maslow hierarchy of needs:

Figure 1Maslow’s Hierarchy of Human Needs
(Source: Motivation Theories, 2020)
Physiological needs: This are the basic need that is important in order to survive such a
food, shelter, clothing etc. It is analysed that Marks and Spencer provide enough salary to its
employees which ensures fulfilment of basic needs.
Safety: It is referred as job safety, protection from threats, security and many more. In
relation to respective organisation, it ensure that company all its employees feel safe at
workplace and also provide job security as well.
Social or belongingness needs: It is associated with needs that is affiliation, friendship,
love which is important for an individual. It is determined that Marks and Spencer conducts
informal party and session so that a good understanding is take place among the employees
(Calkins and Changrani, 2017).
Self-esteem needs: It is identified as requirement where people are more concerned to
gain respect from the others. The higher authorities of Marks and Spencer give appreciation to
employees in front of all the staff members as it develop their respect and reputation with in
company and society as well.
Self-actualisation: It is associated with personnel development, creativity ideas for
business, learning at work place and many more. It is the highest level need that help in
achieving set objectives timely and effectively.

The above given stages help a business entity to motivate its employees so that they can
work as per the guidelines which leads to raise in productivity and efficiency of employee. Along
with this , it also assist Marks and Spencer to manage and retain people for longer time period.
Human resource processes underpin & support management when it comes to effective
performance management
Performance Management Review: Performance management plays an important role
in an organisation as it help in making improvements that is required in employees to
systematically carried out activities and achieve objectives as well. In addition to this, review of
performance level help respective organisation to take effective decision that is important in
order to meet with the targets. It is determined that managers of an organisation is responsible to
implement out human resource processes within a proper and strategic manner. With reference to
Marks and Spencer, it make use of performs management review method as it ensure effective
decision-making and implementation of activities as well (Ashdown, 2018). By the use of such
process, it is convenient for organisation to analyse performance & give feedback to employees
so that they can make improvements and attain both personal as well as professional growth.
360 degree appraisal: Another human resource process that support in effective
performance management. In this method, the feedback is given by the colleagues, employees,
higher authorities anonymously and according to that employee make improvements. In addition
to this, the feedback is taken from an employee for other staff members who give according to its
performance. It supports management as it give many advantages that is uncover blind spots,
increases self-awareness, develop skills & knowledge at higher scale.
Therefore, it is important for an organisation to make use of HR processes as it help in
review the performance of employees effectively that leads to improvements and achievement of
higher growth and success as well. The 360 performance review method is mainly emphasis on
the contribution of employee & their skills as well as competencies (Thomas, 2019). Moreover,
It is a balance way to know current performance of staff members in area of interaction,
interpersonal communication, teamwork, leadership, contribution etc.
RECOMMENDATIONS
 It is recommended to higher authorities of Marks and Spencer to evaluate the
performance of employees on continuous basis and also take follow-up from them as it
help in both maintaining and managing performance at workplace.

 Development of appropriate job description will help company to hire right candidate
who has the potential to work systematically and effectively as it help in raising
performance and profitability.
 Moreover, it is suggested to managers of Marks and Spencer to allow employees to
participate in the decision-making procedure as it make them feel important and valued at
workplace due to which they work with full potential to achieve objectives timely and
effectively (Armstrong and Taylor, 2020).
CONCLUSION
From the above discussion, it has been concluded that it is significant for an organisation
to manage its people as it help in maintaining the performance as well as efficiency of employees
in an effective manner. In addition to this, there are various issues faced by company while
managing people such as training & development, leadership development and so on. There are
various skills and knowledge is required for developing as a people manager such as team
building, time management, motivation, conflict management and many more. It is analysed that
Human resource processes that is performance management review, 360 degree appraisal assist
an organisation to measure performance of employees effectively.

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