What can a coach say and do that an HR Specialist Cannot?

Let me put this way:

There is a fine line between being an HR Manager, Parent, Counsellor, Therapist, Trainer, Mentor, Baby Sitter. When you know that line then you know what the other hats do for a living.

As an HR Manager if you are trying to wear all of these other hats - and many of you will be, you will also know it is exhausting, tiresome, time wasting and that you are often being used in this capacity and should not be - here is your opportunity to stop. If you do not want to stop get Trained and Qualified!

The role of the HR Manager has evolved from the traditional 'Personnel Department" where employee's got to go and get cuddled. Whilst you still care (on a personal and professional level), there are so many legal obligations one is now restricted in what and how things are said and done.

As a result of these restrictions placed on employers 'full-stop' there is now a need for external coaches, therapists etc. There comes a point in conversation/s when an HR specialist has either:

• had enough of the whinging and just wants it to stop but does not know how to get it to;
• realises they do not have the skill required to continue or discontinue the conversation
• they know in their heart of hearts the individual needs help but this is personal, yes it has an impact on the business but you are either in too deep and need to get out or have no idea what to do;
• realises that their role is to provide support which means a third party may need to come in;
• the employer wants to cross all their T’s etc and would like to prove that they have gone over and above the call of duty by bringing in a coach/mentor/trainer and provide evidence such as reports knowing no matter how robust the exit strategy is, the employee will go for a PG if the final stages are implemented;
• decided that this is not the expertise of an HR Manager; or
• wants to implement change and has tried everything.

Some examples of work I have done for HR Managers:

• Debriefed a mugging victim and reduced the feelings of anxiety and stress for the employee so that she was able to return to work within 45 minutes of the session (removed the internal movie) and face her attacker at a family meeting with a sense of dis-association three weeks after.
• An employee was recruited as National Sales Manager. A new GM arrived with high expectations inherited this employee. The employee skill set was nil. I provided training to the employee and then coaching. He realised after that, that he was not a sales person and did not want to be one. The employer knew that this was but wanted the employee to come to their own conclusion eitherway.
• Organisation called me with complaint re employee showing up for work with black eyes, not showing up for work, not calling in with the intention to be off work etc. Had been disciplined for poor performance however HR Manager knew that there were ‘things going on’ in personal life. Now employee has a two year personal plan in place, a belief system to prop her up, she has left the root cause and had a restraining order placed on him, business has tresspassed to protect employee and her family are forever gratful to the organisation for the service creating loyalty where previously there was none (4 hours of work).
• Improved overall attitude and alignment of employee who had no idea how he was inducing so many customer complaints, has not had one for a month now.

The second question is “What can a Coach/Trainer say that an HR specialist cannot?” – A coach never states anything we ask questions there is a beautiful art form to this as you are all well aware, words can be turned around, manipulated, contextualised differently etc. Here is a point I want to make very clear DO NO HARM. What does the client want? And do that and only that.

A trainer is a teller/demonstrator/assessor. They will say “If you do this you can expect these sorts of outcomes”. In the capacity of training it cannot be construed as constructive but, it certainly can as policy advice/house rules delivery or whatever else you want to call it. If a Manager or HR specialist said this without following due process or not in the context of a training session “Oh, boy!”.

Perhaps it is as simple as being damned by the function. There is a certain expectation of an HR specialist and employee's are super savvy now so they will push for the expectation and then shove when it is met (or not) by using our laws against us. So it is kinda handy having an external coach who knows HR rules, has walked in your shoe's and also has the skill of a coach/trainer and mentor help out when needed.