When we look at the standard HR job description, we usually see things like knowledge of federal and state labor laws and experience with workplace investigations, benefits, training, safety, recruiting and strategic planning. It is not common to see something about the ability to care for employees on the list of requirements even though it should be a big part of what we do in HR. It is the basis for providing adequate benefits, creating a safe workplace and ensuring our employees’ needs are being met at work. As such, care and compassion are important yet often underrated HR skills.
What Does Care & Compassion Look Like in the Workplace?
HR is often branded with the reputation of being the policy police. In reality, we do much more than that. HR is the place employees go when they are struggling with a difficult boss, have been harassed or need a leave of absence for a serious medical condition. As a result, we often find ourselves as a sort of caregiver or shoulder to cry on.
When we are confronted with these situations, the first step in bringing care and compassion into our work is to simply be a good listener. Being a good listener is easy. You just have to hear what the employee has to say and then figure out how to find a solution within the policies, procedures and benefits available at the company. Do not automatically jump to assuming the employee is being overly sensitive or dramatic.
Ask the employee what type of help they are looking for. Sometimes it is enough to just listen. Other times you may need to investigate a possible workplace problem or speak to a supervisor on the employee’s behalf. If the employee has health issues or needs to take time off to care for an ill family member, then help the employee understand their leave rights. Being caring may involve some creativity. Do not always think that you must act in a way bound by policy. Work with the employee to find creative ways to solve their problems with the resources you have.
Learning from Office Chaplains
A recent story on NPR’s Morning Edition discussed the trend of employers hiring chaplains to provide emotional support to employees in the workplace. As the story points out, chaplains are not there to preach; they are professionally trained and are there to be good listeners. While bringing chaplains into the workplace may not be the right fit for your company, we can learn some lessons from this approach to caring for employees.
Provide training to your HR staff on good listening skills, and place a priority on HR staff having open doors for employees who need to talk. Encourage your HR staff to step away from their desks on a regular basis, so they can go out and talk to employees. In one of my previous HR jobs, I was based in the corporate office, but I found myself visiting the company’s six stores a couple times per week. Even if the intent of my visit was a quick meeting, I usually scheduled an extra hour at the store so that I could walk around and check in with employees.
Checking in can be as simple as asking an employee how the community theatre show they were just in went or letting a deli worker know the sandwich they made you last week was excellent. These conversations are a good way to build rapport with employees and to show them you are more than just a policy enforcer. It shows you care, and employees will be more likely to talk to you when they really need help.
When an Employee’s Needs Go Beyond Your Abilities
Sometimes an employee’s needs extend beyond our abilities. This may take the form of an employee struggling with mental health issues, addiction or other types of problems that require professional intervention.
For example, if you meet with an employee to discuss problems with their workplace performance and they start talking about serious struggles with depression that are affecting their ability to get work done, it is time to refer the employee to a professional. If you have an Employee Assistance Program (EAP), give the employee the number. A lot of social service organizations have resource directories that they can provide to you. These directories will include information on all kinds of support options, including low cost counseling, support groups and more.
Even the simple act of referring an employee to someone who can help them shows a strong commitment to care and compassion in the workplace. The key is to meet employees where they are by understanding their needs and using the available resources to support them.
About the Author
Stephanie Hammerwold, PHR, is the owner of Hammerwold & Pershing Consulting and specializes in small business HR support. Stephanie is a regular contributor at Blogging4Jobs and The HR Gazette, and she gives presentations on a variety of job search and workplace topics. She specializes in training, employee relations, women’s issues and writing employment policy. Connect with Stephanie on LinkedIn, Twitter orFacebook.