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HR from the Heart: Inspiring Stories and Strategies for Building the People Side of Great Business ReviewI write this on the day Rodney Dangerfield died. Fitting.I've worked in the HR field for 25 years, and never once read a book that so correctly summarized the true purpose of HR work.
I've seen people enter this field because "they like people," or because they cannot get a church to appoint them as a minister, or because they don't like math. I've also seen many HR practitioners sink into a morass of self-absorption, cynicism, despair or xenophobia. How can a reasonable person spend their life's work "fighting with management" with no consciousness of that proposition's essential irony: if you are in HR, you ARE in management.
Dave Ulrich told us ten years ago that HR had to add value by delivering business results. OK, we get that part. Libby Sartain tells us practical, down-to-earth things we need to know to get those results, retain our self-respect, and experience the sheer joy of seeing our work result in wonderful customer service.
To see what Libby has accomplished, watch the cable series on airlines. Watch what the front-line Southwest Airlines people do habitually, casually: show compassion, empathy and humor to people whom you would swear were the last to deserve it. She correctly credits Herb Kelleher with creating a customer service company which happens to fly people around.
See the power of excellent HR brought to life. Read this book. We get the respect we deserve; Libby tells us how to earn it.HR from the Heart: Inspiring Stories and Strategies for Building the People Side of Great Business Overview
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