How Should HR Professionals Handle Sudden Changes in Communication Tone? Seeking Insights on a Recent Experience

Hi,

Well, as I know, HR people are very good in communication, polite in nature, as I am. Labour relations/policies depend on the respective company management.

A few months back, I discussed with an HR manager of an Automotive and machine design company in Gurgoan. She was very polite and impressed with our consulting procedure and services. She asked for the PFA from us and was okay with the T&C. However, she didn't send me the signed PFA afterwards and there was a significant delay. A few days ago, I called her to inquire about the status of the PFA kickoff. Suddenly, she spoke rudely and used vulgar words over the phone, refusing to sign the PFA.

I want to understand what the issue might be behind this. Is this the right way to discuss/chat with a consultant or any other employee/person?

Thank you.

Hello friend,

We always look at a situation from our point of view. However, the fact is that the same issue has different aspects.

You need to introspect and try to understand if something has gone wrong from your side. Always remember that "Customer is always right." We are here to serve our customer. If he is upset and angry, we have to understand him and see how we can help him. It is possible that the anger shown by the client is not justified, but such incidents happen.

We need to keep our ego aside and understand the concerns of the client. It is possible that the PFA contents were not acceptable, or the person you talked to was not in a good mood and under stress for some other issue.

It is also possible that although you did not intend to be rude, you "actually" talked rudely - this is something that happens and it is possible to find out through introspection. Getting PFA is priority no. 1 for you; however, this activity may not have a high priority for the person you talked to.

So please do not get upset but learn from this incident on how to improve dialogue with the client.

Always remember what Mahatma Gandhi said about the Customer: [Surprising that Gandhi had some views about the customer although he was all-time in politics!]:

"A customer is the most important person on our premises.

He is not dependent on us. We are dependent on him.

He is not an interruption to our work. He is the purpose of it.

He is not an outsider in our business. He is part of us.

We are not doing him a favor by serving him.

He is doing us a favor by giving us the opportunity to do so."

Only yesterday I heard about a "child helpline" where they receive calls from children/people who shout at them and use abusive language - can you imagine what the person would do? They simply listen to them - as they know that the person is in distress and he is only venting his feelings.

Hope this will help.

Regards,

Nishikant

Hi Nishikant,
Thanks a lot for sharing such nice views.

Maybe I am not aware of the other side of the coin. I mean that perhaps the circumstances or situations were not favorable at that time. The aim of my posting was not to hurt anyone's feelings but just to discuss this with all the members.

Thanks a lot.

Warm regards,
Shivani

Hi Shivani,

I don't think there is any right or wrong way to talk to an HR consultant. It all depends on the timing, mood of the person, work pressure, etc., that dictate the tone of the conversation. Maybe you dialed her at a wrong time! Maybe they are not keen on engaging an HR consultant right now. Perhaps you have been calling her too often. Moreover, many times a crisp and firm reply from the other end may sound rude, particularly if it turns down a proposal that I may have made.

But that still does not entitle a person to be too rude or use vulgar language. The best person to answer the "I want to know what's the matter behind this..." part of your post will be the HR manager herself. No amount of postings in all the available sections will help you in this.

Rgds,
JJ

Hi Shivani,

I don't think there is any right or wrong way to talk to an HR consultant. It all depends on the timing, mood of the person, work pressure, etc., that dictate the tone of the conversation. Maybe you dialed her at a wrong time! Maybe they are not keen on engaging an HR consultant right now. Maybe you have been calling her too often. Moreover, many times, a crisp and firm reply from the other end may sound rude, particularly if it turns down a proposal that I may have made.

But that still does not entitle a person to be too rude or to use vulgar language. And the best person to answer the "I want to know what's the matter behind this..." part of your post will be the HR manager herself. No amount of postings in all the available sections will help you in this.

Rgds,
JJ