Introduction
This report will be focusing on identifying users of HR services within an organization, their different needs and how they can be able to prioritize different conflicting needs effectively. Also, identify the methods of communication appropriate to employees in an organization and the key components of service delivery. This includes building and maintaining good relationships, handling and resolving complaints, dealing with difficult customers, timely service delivery, budget implication, and continuous improvement.
Users of HR services within an organization and their needs
Users of HR services within an organization are mainly divided into three major categories. The first category is that of senior managers. They look at the HR services to help them come up with a way of striking a balance between the various needs of employees with the requirements of the business. One of the key needs facing senior managers in organizations today is finding a balance between the needs of an organization and those of the employees (Armstrong, 2006). The second one is ensuring that the needs of the customer are given priority in the day-to-day running of the organization.
The second category is that of the business line managers. As they are the level of management that is in contact with the workers, they use HR services to be able to resolve industrial conflicts at the bottom level of the organization (Armstrong, 2006). One of the key needs facing line managers in an organization is to make sure that the workers are treated right by the organization. The other one is to represent the organization’s objectives effectively to the workers as they act as a link between the workers and the organization.
The third category is the general employees of the organization. They use the HR services in finding out if there is any training conducted by the organization and also the available vacancies and the qualifications required for the various jobs (Armstrong, 2006). Two key needs affecting the general employees of an organization are, the working conditions set out by the management of an organization and the salaries and remunerations offered by their employer.
As an organization carries out its daily operations various conflicting needs are deemed to arise. Due to this, there are ways in which these needs can be prioritized effectively. First, you need to be able to distinguish between urgent and important needs; this allows one to focus all his/her energy and time on the important needs that will have long term effects on the organization (Briscoe et al., 2008, 459).
Methods of communication in an organization
Communication is an important aspect in daily running of a business as it allows various decisions regarding the organization to be made. As a result of the above discussion, we are going to discuss the methods of communication that different levels of personalities within the organization can be able to utilize effectively.
First is the verbal communication, which can be done on a one to one basis or in a group level. This method is used best when you want to get to the detail of a particular thing ( Sypher 1997). The second method is the written method of communication, this is utilized when the documentation of the issue being discussed is required or precise instructions of a particular thing are needed (Sypher, 1997, 20). The last method is the non-verbal communication, this is concerned with the gestures one is making while communicating. These gestures determine a lot especially when you want to convince someone about a particular issue.
Components of effective service delivery
Service delivery is a major factor that determines the overall success of a business. To arrive on an effective way of service delivery by an organization the following components must be given priority: Building and maintaining good relationships, this helps in the understanding of the needs by a customer, thus allowing for an effective service delivery model. Also it ensures loyalty from a customer thus enabling an organization to minimize resistance from a customer due to the charging of premium prices on certain commodities (Marchington and Wilkinson, 2005).
Secondly is handling and resolving complaints. Through this an organization develops a level of openness required to deal effectively with customers thus ensuring excellent service delivery.
Also by developing an effective way of dealing with a difficult customer an organization can understand the requirements of that particular customer hence improving on its since delivery methods ( Marchington and Wilkinson, 2005).
By ensuring a timely service delivery to a customer, an organization will be able to attract many other customers who desire the same service, thus increasing the pool of customers. Also by factoring in the budget implications on the amount required an organization can plan very well on the best ways to offer effective service delivery to its customers. Through the desire of continuously improve on its service delivery, an organization can achieve the highest standards in regard to service delivery thus attracting and maintaining many customers.
Human resources services are very important as shown above by the various users who utilize it in an organization because it ultimately determines the overall success of the organization. Also the way needs are prioritized is very important as it helps in the organization of duties to ensure the achievement of the overall objective within an organization. In addition, communication and customer service delivery are critical elements
References
Armstrong, M. (2006). A Handbook of Human Resource Management Practice, 10th ed, New York: Kogan Page Publishers.
Briscoe, R. D., Schuler, R. S. and Claus, L. M. (2008). International Human Resource Management. Journal of Management, 19(2), 459.
Gennard, J. and Judge, G. (2005). Employee Relation, 3rd ed, London: The Institute of Personnel and Development.
Marchington, M. and Wilkinson, A. (2005). Human Resource Management at Work: People Management and Development, 3rd ed, London: The Chartered Institute of Personnel and Development.
Megginson, D. and Whitaker, V. (2003). Continuing Professional Development. London: The Chartered Institute of Personnel and Development.
Pavlina, S. (2008). Personal development for Smart People: Conscious Pursuit of Personal Growth, 1st ed, New York: Hay House.
Sypher, B. D. (1997). Case studies in organizational communication 2: Perspective on contemporary. Human Communication Research journal, 5, 20.