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Creating a Customer Service Culture

Question: Being in a service-based industry, I have heard some complaints about poor service from my clients and customers. How do I create a great customer service culture? Answer: Customer service is the cornerstone of any business, but it is especially important in a service-oriented business. Customer engagement and satisfaction have more impact on your […]


Creating a Communication Plan for HR Programs

HR Question: We launched a new employee engagement program at the beginning of the year, and while people were excited at first, I’m afraid people may begin to forget about the program as we get busy in our routines. How do I make sure that this program sticks beyond the first few months of 2019? […]


Creating a Strategy for High Volume Recruitment

Question: Our organization is about to go through some very high volume staffing this year. What measures should we put in place to ensure that we will successfully meet our hiring goals? Answer: In this candidate-driven market, it is a must that you have a robust plan or strategy in place to accomplish your hiring […]


Creating A Communications Plan

Question: What should go into a communications plan and why do we need one? Answer: Although it may seem like a daunting task, a well-defined communications plan is definitely worth the effort. A written communications plan will give your day-to-day work a focus, help set priorities, provide a sense of order and control, protect against […]


What Are Non-Qualified Bonus Grant Programs?

HR Question: Like any organization, I have a handful of key employees – my “rockstars,” for lack of a better term. If any of them left, it would be difficult to replace them – not to mention the impact it would have on our company’s success. But I’m struggling to keep up with the pay […]


How Can I Improve My Recruitment Processes?

HR Question: We’re in desperate need of the right talent, but I can’t seem to attract or engage the number of candidates I need! How can I improve my recruitment processes to attract more candidates? HR Answer: You’re not alone! Recruiting the right talent is a challenge in almost every industry and market right now. […]


What are the Newest Benefit Trends?

HR Question: We’re trying to review our benefit offerings to make sure that we’re meeting each of our employees’ needs. We’re able to offer the basics – health, dental, vision – but are there offerings we haven’t considered yet to keep up with benefit trends? HR Answer: In today’s market, it’s as important to retain […]


What’s the Most Effective Way to Use Panel Interviews?

HR Question: As a retention and growth opportunity, we have decided to shift to panel interviews to engage our team members in the hiring process. What’s the most effective way to use panel interviews? HR Answer: Panel interviews, when planned properly, can greatly exceed the effectiveness of single interviewer methods. Why Single Interviewer Methods Can […]


Specific Ways HR Can Cultivate an Inclusive Workplace

HR Question: We’re celebrating the last full week of Black History month, and we want to keep the conversation going. How can our HR department cultivate a more inclusive environment beyond Black History Month? HR Answer: While the month of February inspires us to celebrate the successes and recognize the struggles of Black and African […]


How can internships address your talent shortage?

HR Question: We’re having a hard time meeting our business goals as we’re understaffed and finding it difficult to fill our open positions. The idea of using interns came up in a brainstorming session. Should my company consider creating an internship program to address our talent shortage? HR Answer: You are not alone as many […]


What Are Total Compensation Statements?

HR Question: Can you explain Total Compensation Statements … What are they? What should they include? When should we use them? HR Answer: Total Compensation Statements convey the total value of your compensation and benefits offerings as they include an employee’s direct and indirect compensation. They are a great tool to show not only how […]


How Do I Manage a Disrespectful Employee?

HR Question: I’m supposed to manage a disrespectful employee and we keep butting heads. They don’t seem to want to follow my directions and I get the feeling that they’re not giving me their attention when I’m trying to work with them. How can I manage a subordinate who doesn’t respect me? HR Answer: Managing […]


Dress Code Policy: What is “Normal” Today?

HR Question: My company is interested in updating the dress code policy.  What is “normal” today and are there any specific things I should keep in mind in making this update? HR Answer: Workplace appearance and grooming standards are nothing new. However, what they encompass continues to evolve as we consider cultural and generational needs and […]


How Can We Support Our LGBTQ+ Employees?

Updated June 2022 HR Question: As June is Pride Month, many organizations are taking this opportunity to demonstrate their commitment to the LGBTQ+ community. But is it enough? How can we support our LGBTQ+ employees? HR Answer: A year ago, the Supreme Court of the United States ruled that employers may not discriminate based on […]


How Can HR Professionals Reduce Workplace Violence?

HR Question: How can we reduce workplace violence? HR Answer: The numbers are staggering and undeniable. According to SHRM’s 2019 study, 48% of HR professionals reported some type of workplace violence incident in their organization. The U.S. Bureau of Labor Statistics also reported in the same year there were 888,220 events or exposures involving injury […]


What is the Current Status of EEO-1 Reporting?

HR Question: What is the current status of EEO-1 reporting? HR Answer: After delaying the opening of the 2019 EEO-1 Component 1 Data Collection due to the pandemic, the EEOC announced the 2019 and 2020 EEO-1 Component 1 Data Collection is now on schedule to open in April 2021. Filers should begin preparing to submit data […]


What Are OSHA’s COVID-19 Requirements?

HR Question: As an employer, I am concerned with creating a safe workplace for my employees, particularly in light of the COVID-19 pandemic. What are OSHA’s COVID-19 requirements? HR Answer: Since the 2009 outbreak of the H1N1 Flu, regulatory agencies have been considering the creation of an infectious disease standard for employers. Until the Occupational […]


The ABC’s of Diversity, Equity, and Inclusion (DE&I)

“The privilege of a lifetime is being who you are.” ~ Joseph Campbell “…and not being penalized for it.” ~ Robin Shabazz, JD   By Robin Throckmorton, MA, SPHR, SHRM-SCP: Last week, I had the honor of emceeing the Clermont County Chamber of Commerce’s Top Talent event – “The ABC’s of DE&I.” I can confidently […]


Systemic Racism: How Can I Fight It?

HR Question: The longstanding systemic racism and racial injustice against Black Americans is causing turmoil in my community – with my friends, with my family, and with my coworkers.  What can my organization do to activate solutions to promote progress against systemic racism? How can I be a part of the solution through my workplace […]


Coronavirus Absenteeism Pay

Question: We’re seeing more issues related to the Coronavirus and employee absenteeism. How do we handle pay for salary / exempt employees who are absent from work? Answer: There are three scenarios in which you might be concerned with how to handle pay for an exempt employee who is absent from work because of the […]


Do I Need HR?

HR Question: As a business owner, how do I know when I should engage someone to help me with our human resources needs? HR Answer: The quick answer is the typical rule of thumb is to have one HR professional for every 100 employees. However, depending on the scope of the role and how proactive […]


Does My Company Need an AED?

Question: AED’s have been mentioned in safety demos and tutorials that I have attended. Does my company need one of these devices? If so, what type of training is needed in order to use it? Answer: The safety and well-being of your employees and anyone who visits your place of employment should be top of […]


Low Cost Benefit Ideas

Question: We are a small business trying to attract and retain staff in this competitive job market.  We can only offer so much in compensation. Are there any low-cost benefit ideas you can recommend? Answer:      With unemployment levels at a record low, attracting and retaining talent is extremely hard regardless of the size […]


How to Manage Creditable Coverage Reporting and Notices

HR Question: I reported “creditability” of my prescription plans in March of this year and now I am getting notices that it is due in October.  Are these the same notices?  Is this the same creditable coverage document and what do I need to do? HR Answer: Creditable coverage documents and notices can be confusing […]