The HR function continues to battle issues around credibility and perceived value to businesses. Considerable progress was made during the pandemic years where the reliance on HR was significant and the value to business leaders and employees was obvious. This appears to have been short-lived and unfortunately, HR is again battling a “credibility deficit.” This perception of HR continues to be fuelled by a lack of confidence in HR to deliver pragmatic, relevant solutions and advice, often compounded by media portrayals and outdated or irrelevant practices. Bridging this gap is essential for HR professionals to be recognised for their invaluable role in shaping culture, engagement, workforce effectiveness and organisational success.
Media Stereotypes and Misconceptions
Shows like Utopia present HR in exaggerated, comedic ways, depicting professionals as disengaged or overly procedural. While entertaining, these stereotypes perpetuate negative perceptions and diminish HR’s perceived value. According to Forbes, while CEOs increasingly recognise that HR is central to business success, many still believe HR needs critical shifts to fulfil this role effectively. This gap highlights the necessity for HR professionals to demonstrate their value through proactive engagement and alignment with organisational goals.
Aligning HR with Business Needs
Building credibility starts with commercial acumen. HR professionals who understand what drives organisational success can better contribute to decision-making. In Australia’s competitive job market, for example, HR must address skill shortages and remote work demands with strategic solutions. By providing data-driven insights and implementing relevant solutions, HR can demonstrate its value and alignment with business objectives.
David Maister advises HR to foster collaboration and thoughtful engagement, focusing on understanding and solving real needs rather than simply reacting. This shift in approach encourages positive perceptions and reinforces HR as a strategic contributor.
Building Trust Through Integrity and Accountability
Integrity is non-negotiable for credibility. Research by Nick Holley found that only 37% of CEOs and senior leaders feel HR understands their business needs. For HR to bridge this perception gap, it must be transparent, deliver consistent results, and communicate openly about challenges. Taking accountability for outcomes builds trust and demonstrates HR’s commitment to the organisation’s success.
When implementing new initiatives, HR should ensure that employees and senior leaders are aligned. Transparent communication promotes trust and reflects HR’s dedication to positive, authentic engagement.
Simplifying Processes and Truly Listening
Complex policies and rigid procedures often alienate employees, creating unnecessary friction. HR should aim to simplify practices, ensuring they are accessible and relevant for all stakeholders. Simplifying processes demonstrates HR’s commitment to reducing obstacles and creating a positive experience.
Active listening is equally important. By seeking input from employees and managers, HR shows attentiveness and responsiveness. When people feel truly heard, they are more likely to trust that HR decisions are made in their best interest. Asking the right questions, understanding concerns, and collaborating to address them strengthen relationships and improve HR’s perception.
The 6Cs of Credibility: A Practical Framework
In my book, HR For Impact, I introduce the “6Cs” framework – Courage, Collaboration, Confidence, Curiosity, Communication and Consistency – as a guide for HR professionals seeking to bridge the credibility gap. These six qualities empower HR professionals to transition from support roles to strategic partners.
- Courage: Challenge the status quo constructively, showing empathy and integrity in decision-making.
- Collaboration: Build relationships with leaders, demonstrating genuine interest in business issues and aligning with organisational goals.
- Confidence: Display expertise and authenticity, inspiring trust across the organisation.
- Curiosity: Stay informed on business drivers, challenges, and industry trends, fostering a culture of continuous learning.
- Communication: Lead with transparency and honesty, tailoring messages to resonate with different audiences.
- Consistency: Maintain steady, reliable behaviours, particularly during organisational changes, to reinforce trust.
Realising HR’s Strategic Value
The perception gap surrounding HR is challenging but surmountable. By aligning actions with business needs, upholding integrity, simplifying processes, and embodying the 6Cs, HR professionals can improve credibility and reshape their roles.
As organisations face workforce shifts, changing skill requirements, modern technologies and challenging local and global economic conditions, HR has a critical and meaningful role to play. By consistently applying a business-focused, pragmatic approach to real business problems, HR can redefine its image, elevate its impact, and solidify its role as an essential contributor to organisational success.
Ilona Charles is the author of HR for Impact: Practical steps for HR leaders to build influence and thrive
