Employee engagement = good customer service
New research this week from the Institute for Customer Service reinforces what has now become the received wisdom around customer service. In the battle for customers, it is the behaviour of your people on the front line who have the biggest say on whether they come back for more or do business with someone else. […]
Information security: The role of HR
In 2004, Royal Bank of Scotland found itself and its email policy under scrutiny when an employment tribunal found in favour of an ex-employee. The individual concerned had been dismissed after an investigation into several staff members who had been using the company email system to send pornographic images. Around 30 employees were identified […]
Living Leader Learnings: How can I get my team to trust me?
The challenge A general manager at the distribution division of a national manufacturer says: “We have just completed our annual staff survey and it seems that the basic message coming from HR is that we need to find ways to increase the levels of engagement in our teams. As a manager, of course I […]
Ask the Expert: How does the DRA’s removal hit employment contracts?
The question I’m aware of the Default Retirement Age having been removed under the Employment Equality Regulations 2011, but I would like guidance on how this situation affects contracts of employment. The wording of our contracts is currently as below and, while I suspect it will need to be removed, I’d like to find […]
Analysis: Stringfellows wins unfair dismissal appeal against dancer
Former Stringfellows lap dancer Nadine Quashie lost her claim for unfair dismissal after the Court of Appeal found in the nightclub’s favour last month. For almost two years, the case has been making waves in the tabloid press and in HR, legal and accounting circles because of its implications for other employment status situations, including […]
News: Govt unveils “traineeships” to make youth work-ready
The coalition government plans to launch a new “traineeship” scheme, which is intended to ensure that 16-to-24 year olds are ready for the world of work. It has just published a discussion paper laying out its “vision” for the initiative and is asking employers and training providers to comment on the proposals before the fine […]
Blog: DWP sackings reinforce need for robust social media policy
It has just been revealed under a Freedom of Information Act request that 11 civil servants at Iain Duncan Smith’s Department for Work and Pensions have been sacked for using Twitter or Facebook, with 116 DWP employees who have faced disciplinary action for blogging and social networking offences since 2009 and been issued with a […]
In a Nutshell: Five ways to encourage a positive attitude
In the current climate, a lot of workers are feeling demotivated and dissatisfied. As a result, employee engagement activity has never been so important, particularly as there is overwhelming evidence to suggest that it can be linked to improved financial and staff performance. But how can you encourage better engagement within your workforce? According […]
Is it time to rework your social media policy?
Let’s face it, social media and employment don’t mix very well. Every week, another embarrassing tweet by an employee or an employer’s (over-)reaction to Facebook seems to make the headlines, adding weight to the argument that the two should be kept as far apart as possible. But while this proposition may sound ideal, it […]
Blog: How to receive feedback in an effective manner
Even though most of us recognise the benefits of receiving feedback, it can still be difficult to accept criticism and actually learn from the information. Feedback is important because it keeps us informed and helps us learn how to improve. All feedback is beneficial whether it is positive or negative. Feedback is important to your […]
News: Female solicitor warned off having relationship or babies, tribunal hears
A female solicitor has accused a former “bullying” boss of sacking her unfairly due to her gender after she began a relationship against his wishes. Kate Baker, who qualified as a solicitor in 2004 and had been earning £45,000 per year, attested that she had been warned both against having a relationship or having babies. […]
News: Wanted – One wolf boy/girl, with circus skills and all their own hair
Wanted: One “wolf boy/girl”, with “strong circus skills” and all of their own hair. This is the essence of a job advert posted on Directgov’s Universal Jobmatch web page by Circus of Horrors, which were finalists in the ‘Britain’s Got Talent’ TV programme a couple of years ago. The group is looking for candidates […]
Blog: Why are annual performance appraisals so stressful?
Recognise This! – The 5 top drivers of stress in the annual performance appraisal process are easily overcome through crowdsourcing with social recognition. Why does the traditional annual performance review continue to fail as both a performance measurement and management device? There are a litany of reasons but by far the greatest, most overriding […]
Talent Spot: Julia Warren, HR director at Serco UK and Europe
When Julia Warren joined the graduate programme at the John Lewis Partnership in 1982, she had every intention of becoming a general manager as she loved customer service and retail. Two years in, however, her “crazy managing director” asked her whether she would like to run staff management. She was only 23, had no […]
Talking Point: Lembit Opik – Do you know how to manage a maverick?
I suppose you could say that I was a ‘maverick.’ Of course, it all depends on the definition. Personally, I’d define a maverick as someone who follows their conscience and imagination rather than following the ‘norm’. But other people might define such people in a different way: for example, as an unpredictable, uncontrollable […]
News: Law firm’s ‘be in the office by 9.15am or else’ email causes storm
An email from a British manager at a global law firm which demanded that lawyers in his Shanghai office stop coming into work late has caused a storm after going viral. In a lengthy memo circulated to all associates and staff that was subsequently leaked to a legal blog, Andrew McGinty, a managing partner at […]
News: Top 10 professions most likely to be caught speeding unveiled
Chief executives, surgeons and barristers are among the top 10 professions most likely to be caught speeding, with an apparently direct correlation existing between having a high-powered job and the likelihood of committing an offence. According to an analysis of 14 million car insurance quotes given last year and analysed by MoneySupermarket.com, it emerged that […]
Blog: Four simple ways to improve how senior leaders communicate
Happy New Year to you all! Some of the great blogs and articles I’ve read on HRZone across 2012 were about HR’s role in supporting leaders. They led me to think back to a number of recent conversations I’ve had with our Strategic Communication Research Forum members about the overall issue of leadership comms across […]
Blog: How to live long and prosper
After the indulgences of the festive period, it is worth considering the findings from a 60 year study into what makes us happy and healthy or sick and sad. It shows that we have a lot more influence over our long term health and well-being than previously thought…Your life and happiness are in your hands. […]
HRD Insight: GGHT’s Gary Cookson on hiring the long-term unemployed
As a housing provider with a social mission, we recruit lots of staff who are long-term unemployed. This means that many of our employees – particularly our plasterers, joiners, electricians, plumbers and housing management officers – have often had little experience of the workplace. A large proportion of our workers are also our tenants, […]
