Managing Emotional Labor for Service Employees Assignment Sample

• Subject Name : Management

Effective Human Performance Management

Table of Contents

Introduction.

The concept of human performance management

Challenges of human performance management

How to deal with the challenges of human performance management

Conclusion.

References.

Introduction to Managing Emotional Labor for Service Employees

In a business environment, sustaining effectively within the competitive market is crucial and a necessity for every organization. Concerning such fact, it is the human resources and their strategic approaches that play a key role in ensuring organizational effectiveness and leading the organization to grow and prosper success. Besides that, managing human resources of the company is important and is a challenging task to do for managers who are responsible for achieving human performance. Human performance is a complex concept that involves productivity, knowledge and skills to expect and gain the desired output set by the human resource practitioners (Gorman et al., 2017). Human resources managers play a vital role in ensuring the manpower is working accordingly that will lead to gain the expected output at the set timeframe effectively. Relating to such, there are many challenges that organizations face to achieve effective human performance management. However, among several challenges, two key challenges are relevant to today's business organizations. It includes lack of performance feedback and failure to communicate the performance expected from their employees (Ahenkan et al., 2018). Providing adequate support and strategic approach towards dealing with the identified challenges would help business organizations to achieve human performance effectively and ensuring profitability in business. On the other hand, there are several human resource management concepts and strategic approaches towards overcoming such challenges of achieving effective human performance management to gain success and productivity from employees. Thus, this report will provide a substantial understanding of the challenges that today’s business organizations face while achieving effective performance management from its employees and how HR managers deal with such challenges effectively to retain success and growth.

The Concept of Human Performance Management

Within the perspective of human resource management, the concept of human performance management can be defined as an ongoing process of communication amongst employees and HR managers which takes place all over the year in concern to achieving the organizational goals and objectives effectively and help thrive growth and success at the same time. Relating to such fact, the critical factors of human performance management includes providing adequate training, knowledge, and competencies such as skills, knowledge, and behaviour to improve their productivity and in accomplishing desired goals of the organization (Collings et al., 2018). Besides, the authors have also stated that continuous feedback on employees’ performance and communicating about the implemented strategy towards such employees must play the key role in augmenting an organization’s overall performance effectively. There is a massive benefit of implementing the human performance management system within organizations as it helps improve employee engagement towards achieving organizational goals and objectives effectively. In a study by Saratun, (2016), signified that the application of performance management within the organization affects employee positively concerning employee engagement and how it should be executed to achieve the desire employee engagement effectively. The study also indicates that it is the human resources through which the entire organization operates and perform to accomplish the set goals and objectives efficiently. Human resources are been considered as a vital asset for the company upon which the entire organization relies on to generate revenue for the business (Sardi et al., 2020). On the other hand, it is evident that with the increasing competition among businesses, performance has become the ultimate competency for a business organization to compete based on such a factor. Thus, to sustain within the competitive market, the management of the company needs to track the progress of the employees and involving towards continuous improvements to achieve the effectual performance in gaining a competitive advantage or leading the market effectively.

Challenges of Human Performance Management

Human performance management is an effective approach towards assisting the employees in enhancing employee engagement and productivity to accomplish organisational goals and objectives effectively. However, in the process, there are several challenges that business organizations face while achieving effective human performance management (Sardi et al., 2020). In context to such an aspect, two significant challenges are been discussed within this report that is relevant to today’s business organization’s environment. The two challenges include lack of performance feedback and failure to communicate the performance expected from their employees. Concerning such fact, it is obvious that providing adequate information regarding the employee’s performance or feedback is beneficial and helpful for making aware of the level of performance that such employee has applied in achieving the organisational goal. Providing feedback regarding the performance helps the employee and the management to identify the capability and loopholes on which improvements must be implemented to proper success and growth. Acquiring feedback about the applied performance also assists employees to know their ability and areas on which they need to work on to achieve the level of performance expected by the management and the overall company (Sardi et al., 2020). Besides that, communicating the performance that is expected by the management and the overall company is an important factor that business organisation often neglects or do not take it seriously which in turn creates conflicts and decline in performance. Therefore, it is important to communicate the expected performance by the management to the employees in order to make them aware of the results or performance which they are anticipating from their employees. This in turn will help the company to achieve better results and able to gain the desired performance from their employees to achieve effective human performance management (Collings et al., 2018).

In addition, it is difficult and challenging for the management as well as the HR manager to ensure effectual performance that meets organizational goals and objectives. Concerning human talent management or human performance management, understanding and satisfying employees is of major importance to achieve the desired success and growth at the same time (Ahenkan et al., 2018). Employee and their performance play a key role in determining organizational effectiveness towards making a profit and generate maximum revenue for the company to sustain its business. Thus, it is crucial to apply various concepts of human resource management and approach strategically to make sure there is a smooth flow of operation and the employees perform effectively towards accomplishing organizational goals and objectives. As stated in a study by Ahenkan et al. (2018), lack of providing feedback regarding employees’ performance has been the major challenges identified within business organizations specifically in Ghana. The authors of the research have undertaken Ghana’s local government system to identify the challenges of performance management. The findings of the study signify that the lack of giving feedback regarding performance and ineffective communication about the expected performance are the main factors to consider by human resource managers to ensure an improve in a performance that increases productivity. Thus, this indicates that it is vital for the management and the HR managers to provide feedback and communicate the expected or desired performance that will help effectively achieve organizational goals and objectives.

How to Deal with The Challenges of Human Performance Management

According to the concept of human resource management, it has been considered as a strategic approach of HR managers and the management to organize people or employees in such a way that helps them achieve their career growth and organizational goals at the same time. It binds employees with the business organization and provides utmost assistance to accomplish employee’s career goals and organizations goals subsequently. The HR managers adopt and implement various techniques, policies, and processes that are suitable and effective towards reaching organizational goals and objectives to lead the competitive market effectively (Waheed, et al., 2018).

Concerning such fact, the identified challenge of human performance management concerning the absence of providing feedback regarding employee performance can be sorted or fixed utilizing a strategic approach and implementing the concept of effective human performance management (Pandey, 2018). The HR manager must deal with such challenges strategically by implementing policies and process of providing feedback regarding employees’ performance in a weekly, quarterly, and annually (Pandey, 2018). It must be a continuous process of monitoring the performance of the employees and measure how efficient and capable of handling the assigned responsibilities to the employees. Employee engagement and behaviour are the key factors that play the crucial role in determining employees’ performance and efficiency towards achieving organizational goals to create a competitive advantage for the company. According to a research study by Bos-Nehles et al. (2017), has indicated that the practice of human resource management creates a massive impact on the employees’ innovative work behaviour. Relating to such fact, employee motivation by offering them rewards, recognition, and compensations make them feel happy and satisfy which in turn encourages them and creates high zeal to be productive. Productivity among employee is a vital aspect that every HR manager are keen to develop and acquire; however, it is challenging to get the desired results. In such cases, it is the requirement of effective communication of the expected performance from the organization’s employees comes into the picture or scenario of achieving proficient human performance management. Communication plays an important role in organizations to help make people understand regarding the roles and responsibilities in accomplishing the set targets or goals effectively (Campbell et al. 2020). Thus, the HR managers deal with the challenge of performance management in regard to lack of communication of the expected outcome or performance from employees strategically and effectively leading to success. During the induction or joining of employees’, the roles and responsibilities are been shared or communicated to employees for their understanding and awareness. This helps managers to ensure that all the employees beginning from joining are been made understood regarding the expected performance on which they must work on to achieve results. On the other hand, by implementing the practice of Key Performance Indicators (KPIs) to measure the employees' performance based on classifications of duties and tasks effectively to determine the level of growth and progress at the same time (Dundon and Wilkinson, 2020). The concept of KPI is an effective approach towards enhancing the performance management process efficiently by gaining the expected output form employees considerably. The HR managers concerning such challenges use strategic approaches like enhancing the communication process of defining or stating the expected performance providing KPIs based on the work targets and goals to help employees’ focus and achieve the expected results efficiently. Thus, it has been understood that with a strategic approach and employing the effectual concept of human resource management like performance management helps the management and organization to effectively deal with such challenges and ensure productiveness amongst organization's employees.

Conclusion on Managing Emotional Labor for Service Employees

It is obvious that understanding human behaviour is a complex task to perform and it requires strategic approaches to attain success effectively. Concerning such fact, it has been understood that business organizations face several challenges in achieving effective human performance management. However, among several challenges, two are crucial to understand and assess in today's business organizations. This includes lack of providing feedback on employees’ performance and absence of communication of expected performance to employees. The two discussed challenges are critical for HR managers to assess and focus effectively to ensure organizational effectiveness at the times of business operations. By using strategic practices and techniques, the management and the company can easily deal with the challenges to make sure there will be an increase in performance and productivity at the same time. There is a massive need for close monitoring of the employees' progress and performance based on the set KPIs and continuously upgrade them to improve and help them achieve the expected results or performance effectively. This in turn will help the business organization and the management to achieve effective human performance management efficiently. Thus, it is evident that human performance management plays a significant role for organizations and the management to determine the capability and level of performance that need to be augmented to achieve success and growth at the same time.

References for Managing Emotional Labor for Service Employees

Ahenkan, A., Tenakwah, E. and Bawole, J., 2018. Performance management implementation challenges in Ghana’s local government system. International Journal of Productivity and Performance Management, 67(3), pp.519-535.

Bos-Nehles, A., Renkema, M. and Janssen, M., 2017. HRM and innovative work behaviour: a systematic literature review. Personnel Review, 46(7), pp.1228-1253.

Campbell, S., Sharon Campbell-Phillips and Daneil Phillips, 2020. Lack of Communication between Management and Employees. SIASAT, 4(3), pp.32-39.

Collings, D., Wood, G. and Szamosi, L., 2018. Human Resource Management: A Critical Approach. (2), pp.116-125.

Dundon, T. and Wilkinson, A., 2020. Case Studies in Work, Employment and Human Resource Management.

Gorman, C., Meriac, J., Roch, S., Ray, J. and Gamble, J., 2017. An exploratory study of current performance management practices: Human resource executives’ perspectives. International Journal of Selection and Assessment, 25(2), pp.193-202.

Pandey, J., 2018. Managing emotional labor for service employees: an HRM-based approach. Human Resource Management International Digest, 26(4), pp.1-4.

Saratun, M., 2016. Performance management to enhance employee engagement for corporate sustainability. Asia-Pacific Journal of Business Administration, 8(1), pp.84-102.

Sardi, A., Sorano, E., Garengo, P. and Ferraris, A., 2020. The role of HRM in the innovation of performance measurement and management systems: a multiple case study in SMEs. Employee Relations: The International Journal, ahead-of-print(ahead-of-print).

Waheed, A., Abbas, Q. and Malik, O., 2018. ‘Perceptions of Performance Appraisal Quality’ and Employee Innovative Behavior: Do Psychological Empowerment and ‘Perceptions of HRM System Strength’ Matter?. Behavioral Sciences, 8(12), p.114.

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