In today’s workplace, employees are becoming increasingly skeptical of their relationship with their Human Resources (HR) departments. Traditionally, HR has been seen as the bridge between employees and management, ensuring fair treatment, handling grievances, and fostering a positive work environment. However, recent trends suggest that many employees view HR with skepticism, seeing it more as a tool for company interests rather than an advocate for their concerns. Online chatter has been abuzz with multiple Reddit threads and social media posts warning employees that “HR is not your friend”. While theoretically this is accurate, the underlying message is detrimental to HR’s relationship with employees.
The Roots of Mistrust
Several factors contribute to this growing mistrust. One of the primary reasons is the perception that HR departments prioritize the organization’s needs over the well-being of employees. While HR is indeed tasked with protecting the organization from legal and financial risks, this dual responsibility may occasionally create a conflict of interest. When employees feel that their concerns are being downplayed or ignored in favor of protecting the organization, trust erodes. A 2022 study conducted by Harvard Business Review, found that 37% of respondents believe “HR is more interested in advocating for their company than they are for them.”
There have been high-profile cases where HR has failed to act on serious issues such as harassment, discrimination, or unethical behavior. One example is how HR mishandled sexual misconduct claims at Google. In 2018, it was discovered that Google had given large exit packages to executives accused of sexual misconduct, including Android creator Andy Rubin, who reportedly received a $90 million payout despite credible allegations against him. HR was criticized for not addressing the claims appropriately and for protecting high-ranking employees.
When employees witness or experience a lack of action in these critical areas, they become disillusioned, leading to a belief that HR is ineffective or even complicit in maintaining a toxic work environment.
The Impact of Technology
The rise of digital HR tools and processes has also played a role in widening the gap between employees and HR. Although certain platforms may lead to higher engagement, if not used properly, it may not address deeper cultural issues that technology may not capture. Automated systems for performance reviews, conflict resolution, and even recruitment may make interactions feel impersonal. Employees may feel a lack of connection and rapport, which may erode trust and a sense of belonging.
Additionally, the use of surveillance tools, such as monitoring software and data analytics to track employee performance, has added to the sense of mistrust. While these tools may enhance productivity, it may also lead to decreased morale. Employees may feel that HR is more interested in policing their behavior than supporting their development and well-being.
The Consequences of Mistrust
When employees lose trust in HR, the consequences may be far-reaching. A lack of trust may lead to decreased morale, lower productivity, and higher turnover rates. Employees who do not feel supported by HR are less likely to report issues or seek help when they need it, which may allow problems to fester and escalate. This not only affects the individual employee but may also harm the overall culture and effectiveness of the organization.
Mistrust in HR may damage an organization’s public image. Negative employee experiences may quickly become public, leading to reputational damage that may affect the organization’s ability to attract and retain top talent. Google faced a major public relations crisis after the case of sexual misconduct became public. Employee walkouts were covered extensively in the media, which damaged Google’s public image and led to widespread criticism of its corporate culture.
Rebuilding Trust
For organizations to rebuild trust between employees and HR, transparency and communication are key. HR departments must actively work to demonstrate that they are advocates for employees, not just the organization. This involves being more transparent about their processes, decision-making, and the steps they are taking to protect employees’ interests. Regular communication and transparency help employees understand how decisions are made and reduces suspicion.
Creating a culture of accountability is also essential. HR must be seen as taking swift and appropriate action when issues are raised. This includes addressing complaints seriously, following through on investigations, and ensuring that there are real consequences for misconduct, regardless of the individual’s position within the organization. For example, policy changes at Google included improved training, upgrading the reporting process, transparency by reporting claims in the annual report, and ending forced arbitration in cases of sexual harassment.
Finally, HR should focus on building personal relationships with employees. Employees need to feel that HR is there to support them, not just enforce policies. Training HR staff in emotional intelligence and active listening may improve interactions with employees. When employees feel that HR is genuinely concerned about their well-being, they are more likely to trust HR and view it as an ally and partner.
Conclusion
The mistrust between employees and HR is a significant challenge for many organizations. However, by understanding the root causes and taking proactive steps to address them, HR departments may begin to rebuild the trust that is essential for a healthy and productive workplace. The goal should be to create an environment where employees feel valued, heard, and supported. By focusing on the above strategies, HR may play a major role in rebuilding trust with employees, which leads to a more engaged, motivated, and productive workforce.
For additional information on this topic, please contact us at www.newfocushr.com.
Written by: Imani Murphy, MSM
HR Consultant
08/14/2024
Sources:
- “How HR Lost Employees’ Trust — and How to Get It Back”, Joseph Grenny and Derek Cullimore, Harvard Business Review, October 19, 2022
- “Google’s owner to pay $310 million to settle misconduct claims connected to Android creator” CBSNews.com, September 25, 2020
