Case Study: What This HR Issue Reveals About Communication Challenges

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Dear Maksood,

It's really horrible to know that such things do happen. But I tell you, your friend can hardly do anything about it. It's better that he requests for some more extension of time and in the meanwhile searches for a new job.

Santosh Iyer
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Dear Maksood,

I have seen many people replying to your mail and empathizing with your friend.

First of all, I think it's your friend's fault to have accepted a job without an appointment letter and a clear-cut job profile. Secondly, in the absence of an appointment letter, the job profile should be communicated to him by the organization, which in this case is not there. Why did this guy not raise his voice on the issues?

I think working in an environment like this is not worthy; ask your friend to change his job. If the help was taken a month back also, he could have saved his job, but now I don't think anything can be done with so many issues persisting. Anyway, we all learn from experiences; it will surely be a learning for him for the whole life.

Live your life and go ahead with optimism.

Cheers,
Archna

Hi guys,

Let's take this conversation to a higher level. How can we solve this? Of course, everyone in the case study is to be blamed for one thing or another.

It might be the company because it gives off negative vibes about the organizational culture and behavior.

It might be the individual, not able to stand up for himself!

Some points to consider regarding the case:

- Joined as an HR executive, now 3 months into the role

- Feeling overburdened

- Facing issues with salary processing

- KRA (Key Result Area) not provided even after requesting

- Feeling neglected by the company, what about me?

Let's address the issues one by one:

- Ensure he receives an experience letter before leaving the company.

- Who isn't overburdened these days?

- Advise him to draft an email to his boss and the COO explaining the situation and how it is being addressed. As a junior employee, it's his boss's responsibility to verify.

- Help him create his own KRA and share it.

- Take your time until finding a new job. Start the job search immediately.

Additionally, present all the work he has completed in the past 3 months to his boss and the COO.

Another option is to outperform his boss. The COO's opinion is just an excuse. It seems like his boss does not want him around!

Vinod Vijapur

Hi Friends,

This case study is horrible. I feel that the candle is being burnt from both ends. I would agree with the replies of our seniors like Archana and Vinod. After all, the candidate shouldn't have accepted the job without a letter. It's a learning experience.

Regards,
Rohan.

Hi,

What I would suggest is to tell your friend to explain to the boss what he has really done and fight for his position. It's very tough to do so, but he just can't give up. There are faults and mistakes, but let's find a way.

Bhavna

Hi,

This reflects poorly on the company and highlights issues with their management. If they are asking him to resign, no employer has the right to request resignation without:
1. Providing proof or a written warning.
2. Issuing any recorded verbal warnings.
3. Implementing a CAP/PIP (initial signs for resignation).

The concern now shifts to the absence of the Appointment Letter for the individual in question, which was his mistake. It would be best for him to remain calm, avoid reacting impulsively, engage in discussions with management, continue performing well, and simultaneously start looking for other job opportunities. If the situation deteriorates, he can consider leaving the job, finding peace, and then searching for a new job. I understand it's challenging, but why involve oneself in something causing distress.

Hi,

I hope this poor guy has self-penalized - before leaving, he should explain the whole issue in black and white to his COO. Since the boat is about to sink, take a chance to show and explain your position, and tell your COO what is happening.

If your COO is mature and a true professional, he will understand this. If he is not a true professional, he will reprimand you. In that case, it is better not to work with unprofessional and immature individuals.

Regards,
Vinay

Dear Maksood,

No need to panic! Your friend should be happy that he has got this experience so soon in life. While working in any organization, we have to remember that we must learn to carry our own weight. There is no point in blaming anyone as your friend will need a good experience certificate and will have to move on with his life. The best alternative is to ask for some more time to understand and carry on the job, and in the meantime, to look around for new openings.

The lessons learned in this organization must never be forgotten. Don't accept any job without an appointment letter, and must insist on a job profile. This should be made clear at the time of accepting any new assignment.

Advise your friend not to waste his precious time in brooding over the past and to move on with his life. He will eventually realize that leaving this organization has proved to be much beneficial to him in the long run.

Cyril

Right, said Cyril,

Well, Maksood, explain to your pal that the damn BPO is not the end of life. Quit the job and get a new one. A hardworking and work-oriented guy would definitely get some good offers.

Pankaj

Hi Guys,

Pankaj and Cyril are right. This Daman BPO is not the end of his life. But before leaving the organization, he should bring all that happened to him and around him to the notice of the CEO. If he is a truly professional man, he will be patient enough to hear his story and come up with a better solution. Let us hope for the best.

Regards,
Sree

Dear Friends,

After reviewing the above case study, I am reminded of a similar situation that I am currently facing. I would like to share my problem, which bears a striking resemblance to the scenario presented.

I have been employed by a reputable MNC for the past 4 months in the role of HR executive, specifically handling payroll responsibilities. From the onset of my employment, I have been overwhelmed by a substantial backlog of work that had accumulated over several months. Tasks such as PF settlements, F&F settlements, and tax settlements awaited my attention, without any prior training provided.

Upon completing my induction period, I was assigned tasks relating to filing and tasked with managing telephone inquiries from current and former employees regarding their outstanding issues. Unfortunately, these interactions often involved individuals expressing their frustrations in a harsh manner.

One incident that stands out is when a VP requested attendance and leave details for an employee within his department. I provided the information I had gathered, verified with my supervisor and colleague. However, it transpired that the VP had approved a 28-day leave, contrary to the 2-day leave recorded in my documents. The leave application was actually with my supervisor, unbeknownst to me. The VP escalated the issue directly to my supervisor, who criticized my abilities without verifying the facts. Eventually, my supervisor provided the missing leave application, which I promptly presented to the VP to clarify the misunderstanding.

Despite my efforts to address the backlog and demonstrate initiative, my boss has informed me that I must resign or face termination. This ultimatum was presented in the absence of the CEO, who holds a favorable opinion of me. My boss attributes my impending termination to a perceived lack of initiative during my tenure, despite my consistent efforts to resolve outstanding tasks.

I found myself compelled to resign on the same day, given the two options presented by my boss – resignation or termination.

I seek your guidance on this matter. Your advice would be greatly appreciated. :(

Best regards, [Your Name]

Hi,

I fully agree with Abhishek; he may sound blunt, but very practical. We all empathize with the guy, but sticking to the job is not an option now. The self-esteem of an individual is as important as the job, so I'll also suggest leaving this job as soon as possible. Companies like this do not deserve people like your friend, who, as mentioned, is a very hardworking and sincere guy. I'll try to provide the links for a job.

Regards, Nivedita

Hi Maksood,

A very depressing story indeed, but well, I have a few points to suggest.

1) I believe your pal must have three months of salary slips. It is enough to prove he was an employee of this organization. So don't worry on that end.

2) Your friend shouldn't keep quiet. By being quiet, he is simply accepting the fact that he is responsible for everything. Try to encourage him to speak politely first (if he hasn't already).

There's no problem whatsoever in him marking the mail at all levels in the hierarchy. I am sure they would then be ready to negotiate. By escalating the matter, he is not going to become the bad guy because, as it is, they will not give good feedback if he leaves the job quietly. At that time, he will have no means to prove that he was right. So, he should escalate the matter to all levels and hierarchy. This is very much happening in BPO sections today.

And as rightly said, there are ample opportunities in the market. Send his resume, and we shall try to search for him an opening. But don't leave the wound uncovered. Finalize things before you leave.

What do you say, guys?

Regards,

Rupa B

Dear Niveditha, Abhishek, and my dear friends,

I am Raji (very similar case to that guy), but I worked for a leading MNC and my boss is from IIM. I already left the company (boss asked me to resign; otherwise, he terminates me). Also, I got two offers (offer letter not yet received, but they said orally on the phone). Unfortunately, one of those companies' HR knows that I already resigned. So, he called me on the phone and said, "Your market value has reduced now," and he said he will call me again. Is he selected me or not? Is it only my fault? Why are they not looking from the other side of the coin?

I resigned in September, and I am still idle. Is it harmful to my career? Please give me suggestions. :(

Yes, he has the salary slips for the past 3 months.

Additionally, he has already spoken politely with his boss about this, but it was not very helpful.

His boss used a demeaning tactic to undermine his self-esteem by suggesting that someone else has a negative opinion of him. In response, my friend assertively approached the concerned person to address the issue and inquire about their opinion on his work. To his surprise, the person mentioned they had minimal interaction and couldn't form an opinion.

Surviving and working efficiently under such circumstances is challenging, but my friend remains energetic and continues to perform well, hoping for a positive change in the future.

Regarding the third point you mentioned about escalating the issue up the hierarchy, how does that help? Many people are already aware of the situation and sympathize with him.

Another allegation his boss has made is that he is too theoretical and strictly follows guidelines.

Please let me know if you need further assistance.

Hi,

Leaving a company when experiencing turmoil is not a good sign of growth. Normally, there will be an adrenaline surge, fight, or flight ideation when under such stressful situations.

As I come across the situation via your email, the possible thing might be that the person has made a couple of mistakes in their work due to a lack of knowledge and/or overconfidence.

This person should have accepted that they know very little about payroll before taking on the task and asked for help from others. The company could have implemented succession planning or at least a two or three-day induction about the payroll process from the employee who is leaving when the position is handed over to another person.

In this situation, other employees may have complained about the salary. Salary is a very sensitive matter that can strain the employee's relationship with the company, which is why the COO may have become upset and asked the person to leave, which is a common scenario.

SOLUTION: A person who has a good rapport with their immediate boss can explain their history of quality work in other tasks within the department and request two months to demonstrate their quality.

The payroll process can be handled by another person.

During this time, the individual can focus on doing quality work to meet the company's requirements. When the situation has cooled down, they can consider quitting the job and looking for other opportunities.

I say this because every mistake made at work is noticed and monitored by someone, whether it be an employee, office boy, boss, or supervisor. These mistakes can become a part of one's career history. One cannot allow themselves to be fired due to mistakes in any situation. Never give up.

Regards,

LN Battacharya

Hi Maksood,

Ask him not to lose confidence. He is an HR professional, and he has to be strong and fight against the injustice that has happened to him. Whatever happened is a lesson, but it cannot be changed now, so let's not dwell on what could have been. Tell him to approach the COO directly. His job is at stake; he should justify that he is right. He has completed the work, so he should demonstrate to the COO what he has accomplished. The HR manager cannot deny the documents he has worked on. If he has to lose his job, he will lose it anyway.

Advise him to start looking for other opportunities while ensuring that others know that it is not his inefficiency but the manager's shortcomings. Don't let him give up without a fight.

Archana

Dear All,

This case study is interesting. What I feel is, as an HR executive, he should not do menial work as his superior told him to do. Before starting, he should clarify his job responsibilities and inform his boss when he is assigned such a task (payroll). In such cases, written communication plays an important role rather than verbal communication. If he had done it in this manner, he could have had proof to show that he was not well-versed in that job, yet they assigned it to him. This shows his awareness and, of course, helps management to believe in him.

Undoubtedly, he has to leave the job, but in the future, he has to take care that in a corporate setting, your communication must have some evidence so that your superiors can believe in you.

Supriya

Dear Maksood,

It was sad to read the attitude that was taken by the top management, but I would also like to mention that this HR Executive lacks proper communication skills. Like every BPO-Call Center, there is always mismanagement, as the practices of HR in this industry have been badly/sadly misrepresented. At this juncture, there are two options: either he fights it out with the management aggressively or quits from the job. According to my understanding, if this HR Exec is not able to cope with the pressure, then he should not work as an HR Exec because HR is always the scapegoat in any organization. Also, there is one important point to remember that everything boils down to the lowest rung, and if the lowest rung is weak, then...

Well, it is just advice; whether to follow it or not is up to you.

Ajeet_sk

Hello Everyone,

After having read each of your posts, I would summarize it as:

1. You are responsible for what happens to you, the good, the bad, and the ugly.
2. An organization is as good as its HR.
3. A good leader/HR guides the organization.
4. HR has to be strong. One cannot be underweight.
5. If there are two ways to do a thing, then there is actually only one option - do it right and do it smart!
6. Life does not end with just one job.
7. Take your learning and experiences and not the pain ahead with you.
8. Quitting is an option as long as you don't make it a habit.
9. As an HR professional, you may and can get in the bad books of the management as well as the employees; only your smarts will take you through.

Regards,
Shyamali

Hi,

I entirely agree with Shyamali and also empathize with your friend as I went through a similar situation where all the jobs that nobody wanted to take were dumped on the HR department, including providing lunch (finding a caterer) for the employees. The explanation given was that lunch was for employee welfare. It kind of got out of hand, and I ended up doing nothing but being a glorified clerk. Finally, after about 4.5 months, I called it quits (without a job in hand) because I was sure that nothing would work there and that they wanted an HR so that they could be considered a modern-age organization. I wanted to have my self-esteem and confidence in hand.

Now I am employed with a very forward-looking, employee-friendly MNC that places a lot of importance on the HR department. I am glad I quit.

I would advise your friend to quit if it was taking a toll on his confidence and self-esteem because the moment you lose these too, you are no good. I understand his situation because there is no point in escalating the same since the MD and the chairman are father and son. But I would sincerely advise him not to make it a practice of quitting when the going gets tough.

Take heart. You have just begun your career. You will have plenty of enriching experiences. 😊

Best regards,

Sherine

Hi friends,

This is happening in most of the startup companies. The best thing to do in such a situation is to list down the tasks that have been accomplished in those 3 months and communicate upwards. This will help him to prove his performance in the given situation and to negotiate time and infrastructure required for better performance.

Thanks and best regards,
K. Prabhakaran

Hi, Guys,

I haven't said much on the site in a while, but I must say we are missing some issues here. First, accusing a young man anxious to start work of accepting an offer without a letter is unfair. If it were the case that he resigned from elsewhere, that argument would hold, but one typically will take a verbal offer pending proper documentation. Secondly, the company is certainly in chaos, but it appears to me that they were in a hurry to hire as the predecessor was leaving suddenly.

The learning point, as I see it, is that when you get a new job, never assume you know enough. Always seek necessary assistance, even from the security guard.

That said, this matter is a lost cause, and as was suggested by another commentary, he should try to get the best out of the exit and seek a good reference as that counts a lot in your country. In Nigeria, you just take that experience off your CV and move on.

Thanks for the opportunity.

Oris