Understanding customer needs
As an HR practitioner it is important to indentify the needs of customers and prioritise the needs of each. Three examples of different customer and a need for each:
1. An employee enquiring about their holiday entitlement for the next holiday year 2. Payroll department require new employee details the day before the cut off period 3. Manager who requires the sickness absence report for an employee who has triggered a disciplinary hearing scheduled for the following week In order to be able to prioritise the needs of each customer it is suggested that urgency and importance be considered for each one. Reviewing the customer needs the order of priority would be task two, three and one. This order of priority has been selected because task two is required urgently and can be dealt with swiftly. Gathering the information for task three is important and can be time consuming so it is essential that this task is completed. Task three is not a high priority as it is for the next holiday year and can be answered at a later stage. Effective communication
“To be effective, communication needs to be clear, easily understood and concise. Information should be presented systematically on a regular basis and be as relevant, local and timely as possible.” Armstrong 2012 There are various channels of communication and the method needs to be considered to ensure it is appropriate for the recipient. Communication methods:
There are advantages to using emails; it is a convenient way to convey information to a wide audience. Information can be sent quickly and any time of the day. However the disadvantages are that it can be open for interpretation of information or tone. It is impersonal and there’s no guarantee that the recipient has read the email.
Team briefing can be an effective way of communicating information to a targeted audience. It can work well to provide key details that can be filtered...
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