Tag Archives: middleearth hr

Enhancing the Customer Experience through Training

Pranati Devi

HR – L &D


Enhancing the Customer Experience through Training

Every organization is been looking out the progress report of business through numbers .These numbers can now be increased only when you have a loyal satisfied and valued customer . Employees are the internal stakeholders of the organization . Training is beneficial to enhance both internal  & external customers . A satisfied internal customer will able to make external customer enganged .Training is a platform where in there is interaction with your fellow colleagues which in turn gives the employee an outlook about the organization along with what is happening outside beyond his work circle . In turn it reenergize the internal customer as the openess to the air increases and feels rejuvinated . Behaviour of the internal customer get reflected through his performance and delightness of his way of attending external customers .


Training should be prepared keeping all the job related aspects around an employee so the employee will able to connect it in a very vital manner .Connection happens than participation gets clicked in the training and the motto of training will be completed through this small exercise .Frequency of these should be more so no one feel isolated at end of his work life and not knowing where abouts of their job . As well said everytime a kick is required to start the engine so this training basically can be metaphored with the kick….


Customer Service is the mantra of any known business today . And this customer service will go only to boom through training … So don’t only make training calendars start implementing soon before it effect your numbers !!!!!


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Hiral  - Photo - 1

Hiral K Dholakia

HR Director

J Walter Thompson



To understand to role of HRBP in L&D, we need to understand what HRBP really means. An HRBP role is one that is focused on working closely with management and functional heads and thereby creating systems that lead to the defined strategic objectives and goals.

On the other hand, the role of an L&D person is to innovate and create learning opportunities for the employees. According to some HR experts, L&D is a specialized domain and should be kept as a separate function. L&D professionals have strong or a very long time to penetrate into the mainline business. However I feel that the final objective of the L&D professional is to create a ‘Ready Employee’; one who is ready to face any current and upcoming work challenge. Is this not something an HRBP is expected to do?

In today’s competitive world, all departments need to integrate and work as one team to counter both the internal and external challenges faced by the organization.Why can’t we look at a scenario where the organizations develop their HR strategy and develop their own team members so that they think business and bring the essence of learning initiatives that reflect the culture and the company vision? HRBPs can play a very effective role in managing learning initiatives because of their grip over the business processes. An astute HRBP with a strong business acumen understands the ‘WHAT’and ‘WHY’of a business problem and hence can work towards the ‘HOW’of finding the solution.

HRBPs arein fact the catalyst for creating learning opportunities for the employees and help them grow within the business.

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Role of HR Business Partner in Learning and Development

Hasan Photo 2

Hasan Faraz

Senior Compensation Analyst

Milaha Company


Role of HR Business Partner in Learning and Development

For large organizations with centralized support functions, the HR Business Partner (HRBP) is an integral link between the Business Unit (BU) and HR, and is generally the focal point for the execution of HR processes to support the BU’soperations.  At the same time, working closely with the business provides the vantage point from wherethe HRBP is better able to evaluate and correlate business and individual performance to identify relevant human factors, in the analysis of the gaps, and design L&D initiatives to address them.

The HRBP would ensure that processes are in place forthe retention and developmentof talent tobuild organizational capability for sustainable growth. Some of the processes, tools and information resources to support this objective are as follows:

  • Job Descriptions for all positions, with the required levels for applicable Behavioral and Technical competencies, are available,and discussed & reviewed withthe relevant employees and managers,
  • individual performance targets are regularly defined against SMART objectives and are in alignment with the business/department objectives for the year/term
  • performance scores are available
  • personality profiles of the incumbents in key rolesas well as those of high potentials, their career drivers and other relevant information is available

Armed with the above the HRBP would:

  • Bench-mark high performers with the relevant competencies and build an objective framework to identify development needs for current and future incumbents
  • Advise management on the right team mix
  • Advise managers on coaching and counselling staff on their performance and possible career paths in addition to inputs on succession planning and promotions
  • Introduce cultural interventions, as and when required in order to facilitate change management

An on-going dialog with management and rapport with the staff is vital to ensure the right people are doing their jobs right, with joy, today and tomorrow.

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Nidhhi Pathak

Soft Skill Trainer


It is always said: Youare hired on the basis of Intelligence quotient & promoted on Emotional intelligence.

So, what is the power in being emotionally intelligent?  It’s all about awareness & control of state of mind resulting in constructivebehaviors. There are few steps to be followed to become emotionally intelligent.

The first crucial step is to identify kind of thoughts flowing in your mind like positive thoughts “lifeis full of colors& I am being loved by everybody “or negative thoughts like “Everybody dislikes me …, no one cares for me “. Second step is to identify emotions emitted because of these thoughts likehappiness, peacefulness, cooperation, selflessness, forgivenessor anger, jealousy, stress, sadness, revenge,fear,insecurity,greed, selfishness etc respectively.Third step is to understand which emotion is beneficial & harmful to our lives. For example : When I am happy there is a smile on my face , sees opportunities in  problematic situations, can  communicate  smoothly & assertively  with the aggressive person , feel  contended etc. And, when sad , face turns ugly ,sees easy things more difficult to tackle, poor listener, reacts aggressively for silly issues  etc.Fourth step is when identified that thoughts are negative, emotionally intelligent person will replace negative thoughts with positive thoughts &respond to a situation calmly.

So, if we are alert about our state of mind, will prevent us from falling prey to negative & destructive situations & behaviors.

Hence, let’s begin right now, though it is priceless however quite impactful.

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Leader-hood: Leadership Skills for Women


Shipra Singh

Adobe Systems India Pvt. Ltd

Specialist – Learning and Development

Leader-hood: Leadership Skills for Women

Due to the conflicting expectations at personal and professional front women are often exhausted, skeptical or at least guilty of failing to meet them.

“Leadership with womanhood” is demanding to say the least; it’s no lesser than three full time jobs!

But the cookie doesn’t always crumble! Having worked with some super-women across industries like IT, ITES, Banking, Human Resource and Education over the last 7 years, I have witnessed many outshine and set a completely different benchmark of leadership for their counterparts.

Here are certain practices for a graceful integration of womanhood and leadership that enable women to achieve more every single day:

  1. Taking help [or simply put, “delegate”]:Do not take too much on your plate since “one CAN NOT have it all”. Set the priorities, choose mindfully amongst the tasks and get help for the rest. Pay if required. It’s an investment to your career/family which may suffer if you do it all by yourself. Your family, peers and manager will understand if there’s something more important that you should be addressing, provided they know! They may extend help. Take it.
  1. Work Life Integration: Work is an integral part of life. Integrate instead of craving an “unattainable” balance. Make those personal calls while at work, break or traveling. If needed, check and respond to those emails at home; It’s a little cost for your sanity and good sleep.
  1. Aggressive Patience:While at work, the family’s on mind and at home, work is. Let go. Remember the Murphy’s Law? If something can go wrong, it will. Worrying about a problem that hasn’t even occurred yet, kills your productivity. Don’t do that. Patiently talk it out.

Easier said than done, these practices take years to become habits. What follows is a more able leader. Start today!

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EI at Workplace

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Saumarjyoti Choudhury

Honeywell Technology Solutions

Senior HR Generalist

Emotional Intelligence at workplace

Since ages, the quotient of emotional intelligence is holding a large pie of the Cake when it comes to laying out the Factors for Success. Be it an invention, or for that matter a war too.Though this angle did not get any specific attention during the past, it has attracted the spotlight in the recent times. Because An Accelerating Economy, Over- Stretched Business Goals & Competitor’s Pressure, in the current age, an organization demands its employees to be more proactive, act swiftly & be on top of unpredictable challenges. Which implies – Requirement of Enhanced & Improved Skills from Time to Time, opening up more to fill the Knowledge Bucket & possess a high Emotional Quotient. At today’s workplace an employee is expected to understand and have a 360 degree view of his/her job. Therefore, it can be derived that success at one’s job require much more than competencies. To tackle modern day business challenges, deliver high business value, understand complexities, an employee needs to have a much more matured thought process. Virtual Connects, Glocalization etc. have changed the way workplaces operate and run their businesses. Increased Diversified Demands, PESTLE pressure has led to people doing more of multi-tasking than ever. In the current scenario, there is a need of attuning one’s behavior to his/her business circle to manage & juggle among all these requirements. So for attuning one’s behavior – he/she would need to understand emotions & behavior of his circle. & react accordingly. For this to be fairly correct, it would require an appropriate assessment. And appropriate assessment means an employee locating & identifying the emotions what the business circle is intending to direct & share. The faster – the connect is, better the opportunities of business, hence growth. Think & Act 360 degree!

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Emotional Intelligence – The Way Ahead


Aarthi Ilangovan

Pride Technologies Consulting India Private Limited

Associate Director – Operations

Emotional Intelligence – The Way Ahead

It goes without saying that the hype of the modern workplace that has condensed the global marketplace to a local interactive environment, demands growing levels of competence in dealing with diverse people, cultures, geographies and information at large. Thrown into this mix, is the need for both people who demonstrate the right competencies to perform the job and the desired behaviours and attitudes aligned with the culture of the organization. Historically, what was considered by many in older generations as just a source of income to support the family is now a decision that goes beyondmerely one of an attractive paycheck or job title. Hence, factors beyond intellect (IQ) and compensation which were primary job determinants decades ago have clearly emerged as new aspects in the workplace today.Employers and employees have started acknowledging the need for emotionally intelligent and effective relationship to drive business outcomes that directly impact the company’s bottom-line and the employees’ sense of personal growth and intent to stay in an organization.

Type a keyword search in Google for ‘Emotional Intelligence at Work’ and you’ll find a host of results that discuss the relationship and impact of emotional intelligence on work attitudes (e.g.,behaviour and outcomes, team cohesiveness, workplace performance, leadership effectiveness, conflict, innovation).Years of research and literature published on emotional intelligence (EQ) clearly demonstrates its link to critical aspects of an organization’s performance at both the associate and leadership level. Advancing beyond Daniel Goleman’s proclaimed construct of the 5 pillars of Emotional Intelligence: Self-awareness, self-regulation, motivation, empathy and people skills; below are three basic recommendations on how organizations can use emotional intelligence to help drive a high performing culture and derive desired business results.

  • Sow EQ seeds and nurture: Our education system does not teach emotional intelligence.Post college, employersexpect employees to demonstrate high levels of emotional competence apart from the functional expertise needed to excel in jobs and necessary to helpadvance up the corporate ladder. Particularly, at leadership levels importance is placed on being able to manage one-self and others. This ability carries heavy implications on an organization’s success. Therefore, make it a part of your modus operandi to invest in your employees’ emotional development. Learning & Development initiatives that address EQ and other key developmental areas that help shape your employees’ world view of how they manage themselves and others will pay-off huge dividends with time.
  • Weave EQ into the fabric of your organization’s culture:Conducting a few training sessions alone cannot accomplish a change that has to be fundamental to the DNA of the organization. To bridge this gap, assess whether your culture encourages employees to explore their EQ at work and in their day-to-day lives. For example, in my current organization, one of the fundamental frameworks we followto drive personal effectiveness is AIKIDO. The acronym stands for: Adaptability, integrity, knowledge, investment in others, drive and outlook. All employees are educated on AIKIDO and their demonstration of these attributes is infused into their day-to-day work and personal development to equip them for personal and professional growth within the organization.
  • Practice the habit of seeing others deeply:As one of my colleagues appropriately stated, “We live in an economy of interdependence today where it becomes valuable as a good business practice to see one another more fully.”Our employees are exposed to multiple constituents (e.g., clients, co-workers, candidates, third party vendors),both directlyand indirectly.However, there is a tendency to put one another in a stereotypical box and to operate with a transactional mind-set instead of valuing the human being behind the label. While functional knowledge can help execute the required transactions with the precision and accuracy needed, practising a holistic view that propagates a deeper understanding of the constituents we interact with brings out the emotional awareness and willingness to invest in transformational rather than a transactional mind-set to work. Such transformational mind-set consequently results in greater levels of meaningfulness and satisfaction in one’s job. This allows the organization’s clients to benefit from great service and the service providers (employees) themselves to become highly engaged and more willing to go the extra mile to ensure the “need” rather than the “dictated task” is understood.

In conclusion, as employers, we often sit on a goldmine of talent that falls short of our needs due to the inherent gaps in the IQ focused education system and EQ dependent global business environment. However, to the mind that wants to succeed, the only way left is ‘forward.’ Moulding the emotional intelligence of our workforce to help build the bridge we find missing today is a step in the right direction!


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Work life balance for women in organizations

prag picPragya Trivedi

HR Professional

Work life balance for women in organization

When it comes to working women this becomes a very sensitive issue. As we see so many women dropping out of the regular workforce for family needs to take care of children or aged parents. Many of these women find it difficult to juggle between home & work and organizations fail to accommodate them in their high speed fast paced growth cultures. Hence such women have no choice but to opt out of a regular workforce.

The need here is to provide such women with the flexibility to be able to manage both work and family without sacrificing one for the other.

Today this issue has grabbed the attention of organizations and many are taking initiatives to adopt policies and practices which offer women a flexible working environment to strike the needed balance.

Flexible working hours – This initiative helps individuals choose their working hours in a work day. This not only provides the required flexibility but also helps improve employee productivity.

Other such practices adopted by organizations include shift working or work from home options.

Provide dependent /child care – This includes giving a care taker or nanny allowance as part of salary. Also providing crèche services in the office premises has been adopted by organizations. This enables women to ensure that their child or aged parents are being taken care of when they are at work.

Leave Policy – Making adjustments in the leave policy can also be helpful. In this government dictat of increasing maternity benefit to 6 months is a welcome change. Other practices that can be adopted are providing for special day leaves on Anniversary, Birthdays, Parent teacher meetings etc. Also ensuring that employees are compulsorily taking their annual leave to spend time with their family is important.

Some of these practices are being adopted by organizations today; however there is still a long way to go as far as this subject is concerned.  HR professionals have a mammoth task of increasing awareness among organizations on this issue and taking corrective measures to enable women strike the right balance and retain talent.

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The Advantages and Pitfalls of the Modern Hiring Process


Jaya Ray

Partner, Aarohan

Aarohan Company 

The Advantages and Pitfalls of the Modern Hiring Process

Recruitment has always been and will always be the key driving force to augment and empanel relevant professionals for an organisation. It is THE largest and THE most challenging function among others.

Hiring process has undergone a major metamorphosis over the past 20 years from the time it has evolved as an independent portfolio to attract talent inside the organisation.

Around the 90s, during  the evolution of this function, it was  very slow, steady and laborious which happened through hit and trial method as there was no sure shot process or procedure to follow. Each mandate or position took almost a month for the entire life cycle to close. On the positive side, most of the positions for which the recruiters followed the process diligently, closed successfully.  Long relationships were forged with strong talent bringing fresh ideas and concepts into the organisations.

Challenges however, did not end here. As the market opened up , the ratio between demand and supply began to become highly skewed. Jobs were in abundance and relevant candidates could be counted in numbers. As a result, the market, salaries and ethics skyrocketed and swooped in sharp spikes till the dot com dream busted itself in 2001. Suddenly the tables had turned and supply was outnumbering the demand- salaries, designations fell through the roof and so did the delicate castles of short lived dreams of the erstwhile booming industry.

In the meanwhile, recruitment process was quietly revolutionising itself to become a faster, more efficient horse taking a shorter route to its destination. Fitments were being done overnight across industry verticals specially Telecom, IT and ITES. Advantages were that, there was faster TAT of closure and joining, the pitfalls were that the quality was the maximum sufferer in the entire process. The longevity, thus of a product of this process did not see a long relationship with the organisation.

The trend has stayed on…albeit furtively….jostling and making space even in the Search Psyche!!

What a transformation!

The trend now, is a “watch and react” one, dynamism, the order of the day in this function!

Happy recruiting!!







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