Jinhao recruitment

Many company bosses want HR to be a service department, and providing good service for departments/employees is the greatest value. However, in the process of many HR services for departments/employees, such as labor disputes, post adjustment differences, demotion contradictions, assessment disputes, vague system, blocked changes and so on. The boss of the company gnashed his teeth and was extremely disappointed with HR! Even if HR has a little skill to put out the fire, it will leave scars, whether physical or mental, which is a kind of eternal pain. The boss wants HR to provide good service, make employees produce good performance and promote the continuous development of the company, but HR has screwed up things.

The reason is that, from the source, I think HR has not fully grasped and utilized human nature. A HR who successfully provides services is 98% understanding of human nature, and only 2% is a professional! In service departments/colleagues, we don't follow rationality, but rely on and put forward any logic, system, technology and system. But more is to obey the heart and emotion, which focuses on inner feelings and emotional experiences. In other words, in order to do better in HR service, we must pay attention to human nature; Make full use of human nature, HR troubles are swept away!

Master human nature and use it freely.

Human nature is like a vast sea, deep and wide, and it is difficult to exhaust. I believe many HR people have read Dale Carnegie's "The Weakness of Human Nature", but have you verified what he said to your colleagues? As an HR, you should study and summarize the humanity of all employees in your company. For example, in 2004, I saw Roy Garn's The Magic of Emotional Clothing, and verified the four human characteristics of a colleague in a small factory of 300 people:

1. others' approval

There are three kinds of people. They live for themselves, for those who are closest to them, and for those who are unfamiliar but need help more. Among them, there is no sense of accomplishment in living for yourself. In the selfish and narrow space of a complete life, such a person is out at the first attempt and can't get in at all. No team or organization does not want their members to help and support each other. Only by rising to live for others and hoping that their efforts will be recognized by others can people live meaningfully. Therefore, it is human nature to be eager to be recognized by others!

2. Hedgehog protection

People only pay attention to their own habits and lives, and are in habitual inertia. In order to maintain this inertia, we will weave various stories to strengthen our inertia, which is a bit like a hedgehog to people and things around us. When we encounter a little risk and smell a little smell, we will immediately push aside the thorns and wrap ourselves up. Therefore, before doing anything, HR workers must: first, find out what colleagues care about most? What does he need most? Secondly, recognize his needs, care about his concerns and equate yourself with them. Finally, according to the concerns of colleagues, show their services or "products" to make him realize that HR services or "products" can fully meet his needs. To sum up, it is a sentence: break his original state, guide him into a new state, and cooperate willingly.

3. Romantic complex

First, opposites attract. "Men and women are not tired of work" is the truth: anyone, whether male or female, wants to be attractive in their own hearts and in the hearts of the opposite sex forever. Hormones, HR should be fully mobilized, haha! The second is the vision for the future, that is, the power of hope. Everyone lives in hope and thinks that tomorrow will be better before trying to live. So, as HR, how much hope do you give your colleagues? Finally, novel experience. Since it is an experience, the focus is on the process and feelings. The best way to impress employees is to let them experience freely. If he is impressed by this experience and feeling, he will firmly follow any action of HR, because when a person thinks with his head, he will become hesitant and dare not act; But when a person feels with his heart, he will act quickly. Touching colleagues' hearts is the magic weapon of HR.

4. Money desire

From ancient times to the present, there is no one who is not greedy for money; Especially today, the measure of a person's success is often how much money he has! Then, any money-related practices that can help colleagues improve their income, efficiency, promotion, etc. will be strongly concerned by colleagues; Otherwise, there will be no support or even resistance.

For thousands of years, the only constant is human nature. Only by paying attention to the needs and interests of departments, posts and colleagues can HR win trust and do things smoothly in the future. So, what are the needs and interests of colleagues? Nothing more than: 1, cooperation with you will help his personal growth and performance; Working with you helps him win the respect and trust of his boss and colleagues; Working with you helps to solve his problems and troubles. All three are done, which is a good HR, provided that you pay, pay, pay again, sacrifice yourself and fulfill others. Feelings and intentions are the key. Without this model, the service of departments/employees will not be done well.

How to build emotional trust?

Providing satisfactory service to colleagues is not based on institutional processes, but on emotions. Then, the first condition of HR in service work is to be good at creating emotions. How to build emotional trust? Different environments and different human natures have different methods and experiences in creating HR. One of my experiences is the "two strokes and three points" swordsmanship, which attracts the wind smoothly:

"1": Smile

Services need to be customized, because different departments, different positions and different people have different needs, so we need to master the humanity mentioned above. The needs of humanity are both visible and invisible. How to turn the invisible into the visible is the most difficult. How come? Learn the practice of traditional Chinese medicine, face-to-face communication to eliminate deviations and grasp information. Timely face-to-face judgment, guidance and confirmation of demand; Face-to-face timely answer and help difficulties.

HR smiled. First, we should get close to departments, posts and personnel for analysis, and we can penetrate into the interior and contact with them in various ways. Walking management is a good way. You can walk among them with a smile, reach out but don't touch the smiling person, say their words, do their things and communicate with them with empathy. Second, actively and sensitively grasp the critical moment and realize the invisible demand in time.

Take the simplest example: the behavior of employees punching cards, and any company will have abnormal punching cards. Not long ago, A, an employee of our company, forgot to punch in and make up the card. After knowing this, HR, who is in charge of attendance, analyzed A's recent work priorities, visited other colleagues, asked the boss for advice, helped her make up her attendance, gave her a list, and said, "Remember to eat when you are busy. Haven't you had lunch yet? Look what I brought you to eat. In addition, I also brought you the time card replacement form, please sign it. " Later, HR, who was in charge of attendance, encountered something and an employee took the initiative to help him deal with it. In many companies or HR, it may be handled according to the system, because they will think that if they don't punch in and make up the card, they should pay less, and business is business; But HR, who is good at creating emotional trust, will not do this. Giving full play to the emotional effect under the principle will bring many surprises to colleagues.

"2": insist.

Everyone knows that HR work is difficult to do, but HR who is good at creating emotions will have these factors: first, he has the determination and endurance to wear a stone, and will not shrink back because of the uncooperative and unresponsive departments or colleagues; Second, I can bend and stretch, but I can't be straight. I used to work for a department or post, so I can't beat around the bush and attract others' disgust. Look before you do something, and take the right action at the right time, which will have a reasonable and unexpected miraculous effect!

Another simple case: a stranger came to our company for an interview wet. After receiving him, HR in charge of recruitment found that he had gone to the wrong place. He originally went to the E building 16 floor, but he came to the F building 16 floor. Considering that it was raining outside, HR, who was in charge of recruitment, gave him an umbrella and personally took him to that company to interview the financial manager. Chatting on the road, HR, who is in charge of recruitment, also knows that he forgot his address after quarreling with his wife. Later, HR sent him a flower after the interview: "Take it back to your wife. She may forgive you when she sees your flowers. " Later, this person worked in that company, but HR, who was in charge of recruitment, kept in touch. After a year, the factory below the company needed a financial manager, so I tried to invite him to have a try. He came and quickly ensured the personnel demand for the factory finance position.

Make good use of tears, find jokes and quote key points.

Tears: it's a gift in the snow. What is a gift in the snow? At present, many companies have coffee, snacks, instant noodles and other foods and drinks. I have observed that it is often put there, but it does not help in time, because colleagues will think that since the company provides it there, they will shout loudly: "What happened to the human resources department? There is nothing to eat! " This practice is not timely help, but it may affect employee satisfaction. So how did you do it? HR must know the characteristics of each colleague, the workload of the day and the difficulty of work, and then provide them with immediate resources in time. Only in this way can we get timely help. Simply put, a colleague caught a cold, so HR sent some cold medicine or took her to see a doctor. More complicated is to add weight to their work performance. For example, A needs the cooperation of B to do something, while AB used to be a bit contradictory and not so harmonious. Even after HR knew it, he persuaded B to actively cooperate with A, so that A could finish his work in time. Therefore, when getting along with colleagues, HR is good at giving timely assistance and creating sensation, thus increasing trust. At the same time, tears should be changed, instead of always being bothered by Cheng's three axes, then HR needs to know under what circumstances others will be moved.

Interestingly, this is the icing on the cake. But Du said, "Let others do the icing on the cake, and I only do what is timely." In fact, I think, as an HR, I must do more timely things. The purpose of doing more is to impress colleagues until they feel guilty. Only with guilt do I feel I owe you HR! Because guilt is a very powerful emotion, stronger than the power of moving. When a colleague feels very guilty, he will lose sleep. The only thing he can do is to repay you, so as to relieve his inner guilt and completely liberate himself. At the same time, we should also add icing on the cake, do it just right, and do it just right. The purpose is to find out the happiness and happiness of colleagues, so as to touch them and make him/her feel your value and feel happy at the same time. To do the icing on the cake, we must master the discretion, and avoid painting a snake to add feet and painting a tiger as a dog.

Explosion point: HR will grasp the temperature, seize the satisfaction and opportunities of departments and colleagues, get what you need to do, and ensure that it will be recognized and implemented. For example, when the old man in charge of a department was seriously ill, HR immediately sent a car to the airport, bought him a plane ticket and sent it to 10000 yuan donated by colleagues. This person is very touched. When he came back, he did what HR wanted to do, and when he saw uncooperative departments and personnel, he also took the initiative to do ideological work, which made HR work go smoothly.

Application of "3.2 strokes" swordsmanship

How to use "3.2 strokes" to fight swords, so as to be smooth?

First, find your own potential needs;

Second, reasonably design unexpected actions;

Third, win surprises and touches with actions;

Fourth, confirm the experience with him.

These four styles, because each colleague and each department have different scenes, will be ever-changing in operation, just like Tai Chi swordsmanship, 20 swords. However, if you want to defeat the enemy in use, it will change according to the enemy's tactics. Therefore, HR should practice more and more, and will sum up his own emotional trust swordsmanship!

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