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13-1
Copyright ©2010 Pearson Education, Inc. publishing
as Prentice Hall
DevelopingEmployeeRelations
Chapter 13
13-2
Copyright ©2010 Pearson Education, Inc. publishing
as Prentice Hall
The roles of the manager and the employee relations specialists
Developing employee communications
Facilitating effective communications
Employee recognition programs
Chapter 13 OverviewChapter 13 Overview
13-3
Copyright ©2010 Pearson Education, Inc. publishing
as Prentice Hall
Good Employee Relations—providing fair and consistent treatment to all employees
The Employee Relations SpecialistThe Employee Relations Specialist
Employee relations representatives Member of the HR department Ensures that company policies are
followed Advises supervisors and employees on
specific employee relations problems May help develop employee relations
policies
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Copyright ©2010 Pearson Education, Inc. publishing
as Prentice Hall
Developing Employee CommunicationDeveloping Employee Communication
Communication—key to employee relations Need multiple channels Communication Flows:o Downward o Upwardo Laterally
Information Conveyed: Facts Feelings
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Copyright ©2010 Pearson Education, Inc. publishing
as Prentice Hall
Two-way CommunicationTwo-way Communication
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Copyright ©2010 Pearson Education, Inc. publishing
as Prentice Hall
Focus on specific behaviors Keep the feedback impersonal
Make is descriptive, not judgmental Give feedback appropriately
Best time is after the behavior is observed
Best place is in private Focus negative feedback on behaviors the employee can control
Communicating Useful FeedbackCommunicating Useful Feedback
13-7
Copyright ©2010 Pearson Education, Inc. publishing
as Prentice Hall
Knowledge workers Information is critical
Information Dissemination Information Dissemination ProgramsPrograms
The employee handbook Contains policies and procedures and
employee rights and responsibilities Sets the tone for employee relations Should be updated annually Some contain a disclaimer
o Is a set of guidelines, not a contract
13-8
Copyright ©2010 Pearson Education, Inc. publishing
as Prentice Hall
Other Written Communication Memos Financial Reports Newsletters Bulletin boards
Information Dissemination Information Dissemination ProgramsPrograms
Audiovisual Communication Teleconferencing
13-9
Copyright ©2010 Pearson Education, Inc. publishing
as Prentice Hall
Electronic Communication Voice mail
o Limit message capacityo Do not leave people in limboo Do not use voice to avoid talking o Be sure everyone understands the systemo Respect the caller
Facilitating Effective Facilitating Effective CommunicationCommunication
Electronic Mail (e-mail)o Contributes to information overloado Don’t use for sensitive/private messages
13-10
Copyright ©2010 Pearson Education, Inc. publishing
as Prentice Hall
Multimedia technology
Meetings Retreats “Grapevine” Cliques MBWA
Facilitating Effective Facilitating Effective CommunicationCommunication
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Copyright ©2010 Pearson Education, Inc. publishing
as Prentice Hall
Employee Feedback ProgramsEmployee Feedback Programs
Source of upward communication
Employee attitude surveys Tell employees what will
happen to the data Use the data ethically Protect employee
confidentiality
13-12
Copyright ©2010 Pearson Education, Inc. publishing
as Prentice Hall
Employee Feedback ProgramsEmployee Feedback Programs
Appeals Procedure Open Door Program Speak-up Program Company hotlines Ombudsman Grievance Panel/Union Grievance procedures
Employee Assistance Programs (EAPs) Help for troubled employees Good faith attempt to support and retain
employee
13-13
Copyright ©2010 Pearson Education, Inc. publishing
as Prentice Hall
An Employee Assistance ProgramAn Employee Assistance Program
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Copyright ©2010 Pearson Education, Inc. publishing
as Prentice Hall
Employee Recognition ProgramsEmployee Recognition Programs
Suggestion Systems Solicits, evaluates, and implements
employee suggestions Then rewards employees for suggestions
Recognition AwardsCelebrates outstanding contributions
By individuals or teams
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Copyright ©2010 Pearson Education, Inc. publishing as Prentice Hall
Good employee relations Fair and consistent treatment of employees
Summary and ConclusionsSummary and Conclusions
Develop employee communications Communication occurs three ways Don’t ignore upward, the most difficult
Facilitating effective communications Disseminate information when needed Solicit employee feedback
Employee recognition programs Must be sincere to have a positive effect