Svåra samtal - upplevelser hos HR-praktiker

Abstract

The purpose of this study is to investigate the experiences of HR-employees who is involved in difficult conversations through a qualitative interview study . We have examined what six HR specialists within a city district administration in the City of Gothenburg think are difficult conversations, how they prepare for and are affected by them and what kind of support they have access to. The participants consisted of one man and five women, whose experience in the profession varied between about 2-30 years. The result showed that a difficult conversation can look many different ways and have several different causes, but is mainly conversations about rehabilitation and negligence. The organizational context also affects the difficult conversations. We saw that the interviewees prepare for a difficult conversation in a number of various ways, for example through reading about the case and talking to the relevant manager, which indicates the importance of planning and structure before the conversation. The interviewees have a multiple role in relation to the manager and employees, and the role may vary depending on, for example, the complexity of the case and the manager's experience. The conversations can create stress and worry for the HR specialists as it can be challenging to give negative messages, partly because of the employee's reaction. Some of the interviewees are emotionally affected both during and after a conversation, especially when it concerns employees who are sick or feel very mentally ill , which is usually the case concerning rehabilitation and thus generates the most empathy among the interviewees. To manage these emotions, the HR specialists use various individual-focused coping strategies such as taking on a professional role and focusing on meeting the needs of the business. They also highlight the importance of experience, as well as how they have access to various forms of social support, primarily from colleagues but also from the manager, as well as the opportunity for education within the field.