In an extract from his book ‘Blink: The Power of Thinking without Thinking’, Malcolm Gladwell touches on the topic of malpractice suits with the mistakes a doctor makes.
There are highly skilled doctors who get sued a lot; and doctors who make lots of mistakes and never get sued. The truth is malpractice lawsuits have little to do with how many mistakes a doctor makes. Patients don’t file lawsuits because they’ve been harmed by shoddy medical care. Patients file lawsuits because they’ve been harmed by shoddy medical care and something else happens to them.
What is that something else? It’s how they were treated, on a personal level, by their doctor.
Consider this the same for people working in HR departments. HR personnel represent the doctors; while skilled sometimes have a tendency to overlook their clients. What happens is that even minor mistakes tend to become glaring errors and cause for dissatisfaction and a bad reputation.
Each human resource professional should have a presentable and approachable image, be able to draw his customers close to him and learn his needs. Without this, we are only people with knowledge but no place to practice it.
Consider this the same for people working in HR departments. HR personnel represent the doctors; while skilled sometimes have a tendency to overlook their clients. What happens is that even minor mistakes tend to become glaring errors and cause for dissatisfaction and a bad reputation.
Each human resource professional should have a presentable and approachable image, be able to draw his customers close to him and learn his needs. Without this, we are only people with knowledge but no place to practice it.
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