(c) 2007 by Prentice Hall13-1 DevelopingEmployeeRelations Chapter 13

(c) 2007 by Prentice Hall13-2 Outline how good employee relations and communications can contribute to business goalsOutline how good employee relations and communications can contribute to business goals Describe the three types of programs used to facilitate employee communicationsDescribe the three types of programs used to facilitate employee communications Explain the various appeals procedures through which employees can challenge management actionsExplain the various appeals procedures through which employees can challenge management actions Gain an awareness of how employee assistance programs can help employees deal with personal problems that may interfere with job performanceGain an awareness of how employee assistance programs can help employees deal with personal problems that may interfere with job performance Summarize the technological innovations that allow managers to disseminate information quickly and explain how information dissemination influences an organization’s employee relationsSummarize the technological innovations that allow managers to disseminate information quickly and explain how information dissemination influences an organization’s employee relations Chapter 13 Overview

(c) 2007 by Prentice Hall13-3 In this chapter we explore how managers and employee relations specialists can work together to coordinate an employee relations program. Next, we present a model of communication and explore specific policies that give employees access to important information. Finally, we examine some programs for recognizing employees’ individual and team contributions to company goals.In this chapter we explore how managers and employee relations specialists can work together to coordinate an employee relations program. Next, we present a model of communication and explore specific policies that give employees access to important information. Finally, we examine some programs for recognizing employees’ individual and team contributions to company goals. The Management Perspective

(c) 2007 by Prentice Hall13-4 And the employee relations specialist…And the employee relations specialist… Employee relations representatives – A member of the HR department who ensures that company policies are followed and consults with both supervisors and employees on specific employee relations problems.Employee relations representatives – A member of the HR department who ensures that company policies are followed and consults with both supervisors and employees on specific employee relations problems. Employee relations policy – A policy designed to communicate management’s thinking and practices concerning employee-related matters and prevent problems in the workplace from becoming serious.Employee relations policy – A policy designed to communicate management’s thinking and practices concerning employee-related matters and prevent problems in the workplace from becoming serious. The Roles of the Manager

(c) 2007 by Prentice Hall13-5 Developing Employee Communications Types of Information: Facts and FeelingsTypes of Information: Facts and Feelings How Communication Works: Downward and Upward CommunicationHow Communication Works: Downward and Upward Communication

(c) 2007 by Prentice Hall13-6 The Communications Process

(c) 2007 by Prentice Hall13-7 Information Dissemination Programs Knowledge workersKnowledge workers The employee handbookThe employee handbook Written communications: memos, financial statements, newsletters, and bulletin boardsWritten communications: memos, financial statements, newsletters, and bulletin boards Audiovisual communications: teleconferencingAudiovisual communications: teleconferencing Encouraging Effective Communication

(c) 2007 by Prentice Hall13-8 Voice mail ( )Voice mail ( ) Limit message capacityLimit message capacity Do not leave people in limboDo not leave people in limbo Do not allow voice mail to be used as a crutchDo not allow voice mail to be used as a crutch Make sure everyone understands the systemMake sure everyone understands the system Respect the callerRespect the caller Encouraging Effective Communication

(c) 2007 by Prentice Hall13-9 A Question of Ethics - Should companies have the right to read and monitor their employees’ ?Should companies have the right to read and monitor their employees’ ?

(c) 2007 by Prentice Hall13-10 Electronic Communications Multimedia technologyMultimedia technology MeetingsMeetings RetreatsRetreats Informal communicationsInformal communications MBWAMBWA

(c) 2007 by Prentice Hall13-11 Employee Feedback Programs Employee attitude surveysEmployee attitude surveys Appeals procedureAppeals procedure Employee Assistance Programs (EAPs)Employee Assistance Programs (EAPs)

(c) 2007 by Prentice Hall13-12 International Comparisons of Employee Satisfaction

(c) 2007 by Prentice Hall13-13 INSERT: Figure 13.8 (see 13-21B) An Employee Assistance Program

(c) 2007 by Prentice Hall13-14 Focus on specific behaviorsFocus on specific behaviors Keep the feedback impersonalKeep the feedback impersonal Give the feedback at the appropriate time and placeGive the feedback at the appropriate time and place Focus negative feedback on behaviors that can be controlled by the employeeFocus negative feedback on behaviors that can be controlled by the employee How to Communicate Useful Feedback to Employees

(c) 2007 by Prentice Hall13-15 Employee Recognition Programs Suggestion SystemsSuggestion Systems Recognition AwardsRecognition Awards

(c) 2007 by Prentice Hall13-16 The roles of the manager and the employee relations specialistsThe roles of the manager and the employee relations specialists Developing employee communicationsDeveloping employee communications Facilitating effective communicationsFacilitating effective communications Employee recognition programsEmployee recognition programs Summary and Conclusions