The CEO’s HR Schooling

Every new CEO in today’s world will acknowledge that “people” and therefore Human Resources management is one of his or her key drivers for business success.  Given this conviction, they embark on or champion a series of interventions in this area. The manner in which they go about doing this gets me thinking about how […]

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Cognitive Empathy for HR Professionals

The CEO has been talking about risks to key talent and the urgent need to do something. The HR head is unable to read the CEO’s concern about “risk to talent” against the context in which the CEO mentions it and responds defensively by talking about the talent management program he has launched and how […]

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Seven Conversations that every HR professionals must master

The success of HR professionals depends in good measure on the quality of their conversations with a wide range of stakeholders. Given that the heart  and soul of HR work is listening, consultation, advice, expertise sharing, data gathering, collaborating and joint problem solving, and rests on trust, confidentiality and credibility, effective conversations are at the very […]

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Hot coffee conversations

I read with great interest the bold experiment launched by Howard Schultz, CEO of Starbucks to encourage his young baristas to trigger conversations on complex issues like race. In this particular campaign the barista was expected to write the words “race together” on customer cups – a trigger to initiate a conversation on the contentious […]

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Bridging the Service Quality Gaps

In my post of March 25th, I spoke about the gap between functional excellence and service quality. Using the Service Gaps model articulated by Zeithaml, Parasuraman & Berry in their book “Delivering Quality Service” (adapted for this HR context) I would like to present one possible framework by which HR professionals can bridge this gap. […]

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Functional Excellence and Service Quality

One of the biggest contradictions that I encounter in the HR profession and function is the perennial gap between what is perceived as functional excellence from within and what is perceived as service excellence from without. When I meet HR professionals they are all excited about the great innovations that they are bringing about in […]

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Is the young HR Professional ready to serve?

How and when does a reputed Hotel decide if its young front office employees or cashiers or order takers can actually begin to handle guests? When are wealth management professionals permitted to start engaging with clients to give them information or guide them with their wealth management decisions? For that matter, when does a pilot […]

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