Putting the 'Human' Back in Human Resources

In today’s fast-paced business world, it’s easy for companies to get swept up in the pursuit of efficiency, automation, and data-driven strategies. While these elements are essential for staying competitive, there’s a risk that the heart of Human Resources (HR) — the "human" part — might get lost. Maintaining a genuine connection in HR is more critical than ever. When people feel understood, valued, and genuinely seen at work, it transforms everything from company culture to employee engagement, and even impacts a business’s bottom line. This article will explore how HR leaders can keep the human connection alive, with insights, real-world examples from diverse industries, and practical takeaways.

At its core, human connection in HR is about more than just managing tasks. It’s about creating an environment where people can thrive, where they feel respected and supported. It builds trust when HR teams focus on empathy, inclusivity, and clear communication. That trust then fuels better performance, innovation, and loyalty. After all, people are more than just their job descriptions; they’re individuals with hopes, concerns, and unique talents. When HR understands and nurtures these aspects, it can make all the difference. A 2023 report by Gallup found that employees who feel connected to their workplace are 45% more engaged, and companies with high employee engagement are 21% more profitable than those with low engagement. Furthermore, Deloitte's Human Capital Trends report highlights that companies with a strong sense of connection have turnover rates that are 40% lower than their competitors.

One powerful example of fostering human connection can be seen at Zappos, the online shoe and clothing retailer. They’ve earned a reputation not just for their products, but for their remarkable company culture. The secret? They’ve put employee happiness at the heart of everything they do. Zappos doesn’t just hire qualified people; they look for individuals who fit their company culture. New employees are even offered $2,000 to quit after training if they feel the role isn’t right for them. It might sound surprising, but it’s a clever way to ensure that those who stay genuinely align with the company’s values. It’s about commitment and creating a sense of belonging from day one. Zappos also fosters open communication, making sure that everyone — from front-line employees to executives — has a voice. They even go beyond professional development, offering courses on topics like emotional intelligence and self-awareness. It’s clear: when people feel connected and supported, they’re more likely to go above and beyond.

Google’s approach also speaks to the power of human connection. A few years ago, they conducted "Project Aristotle," a study to figure out what makes a team effective. Interestingly, it wasn’t the teams with the most technical expertise that performed best, but those with a high level of psychological safety — where members felt safe to speak up, share ideas, and admit mistakes without fear. From this, Google shaped their HR practices to encourage empathy and understanding. They emphasize regular one-on-one check-ins, not just to track performance, but to genuinely understand what’s going on in their employees' lives. It’s a small shift, but it has a huge impact. Knowing that someone is there to listen can make all the difference, especially in a big organization where it’s easy to feel like just another number.

To show the broad applicability of a human-centred approach, let’s look at Patagonia, a mid-sized company in the outdoor apparel industry. Patagonia has built a culture that prioritizes human connection by aligning its business practices with a strong sense of purpose. Their HR policies include flexible work arrangements, which demonstrate a trust in employees' ability to manage their time. This flexibility has contributed to their high employee retention rate — around 4% voluntary turnover, which is significantly lower than the industry average. Patagonia’s commitment to sustainability also gives employees a sense of shared purpose, reinforcing a strong connection to the company’s mission and values.

Another example can be found in the healthcare sector with Cleveland Clinic, which has implemented a "Communicate with H.E.A.R.T." program designed to improve empathy and communication skills across its workforce. In an industry where stress levels can be high, this program emphasizes how small acts of kindness and understanding can make a huge difference, both for patients and staff. Through role-playing scenarios and workshops, employees learn how to connect better with each other and with patients. Since implementing the program, Cleveland Clinic has reported higher patient satisfaction scores and a more cohesive, supportive work environment.

Ben & Jerry’s, a smaller company in the food industry, also sets an example with their approach to employee engagement. Known for their progressive values, they have taken steps to ensure that their corporate social responsibility initiatives are deeply integrated into their workplace culture. Employees at Ben & Jerry’s are encouraged to volunteer for causes they care about, and the company often matches their time with charitable donations. This has helped create a tight-knit community where employees feel their work contributes to something bigger than just the bottom line.

So, how can other companies cultivate this kind of culture? It starts with empathetic leadership. Leaders set the tone, and when they show they care, it resonates throughout the organization. Empathy isn’t just about listening; it’s about truly understanding someone else’s perspective. HR can play a pivotal role by offering training for leaders to develop soft skills like emotional intelligence, conflict resolution, and active listening. Books like The Empathy Factor by Marie R. Miyashiro delve into how empathetic communication can transform workplace dynamics, showing that when people feel heard, they’re more likely to engage and collaborate.

The onboarding process is another chance to make a great first impression. It’s about more than just paperwork; it’s the start of a new relationship. For example, at Buffer, a social media management company, new hires are paired with a "buddy" to help them navigate the company’s culture and processes. It’s a simple gesture, but it helps new employees feel connected right from the start. Beyond onboarding, continuous engagement is key. Regular check-ins, surveys, and feedback sessions keep the conversation going, ensuring that employees know their voices matter.

Career development is another area where HR can make a big difference. Traditionally, career paths have been fairly rigid, but people’s goals and aspirations are unique. Taking the time to understand what drives each employee and offering personalized development plans can be incredibly rewarding. Daniel H. Pink’s book, Drive, talks about the power of autonomy, mastery, and purpose in motivating people. These insights can help HR teams craft development strategies that truly resonate with employees, making them feel seen and supported.

Mental health and well-being have also become more prominent topics, and rightly so. Work can be stressful, and sometimes life outside work adds to the pressure. HR needs to be proactive, creating programs that offer support. This might mean providing mental health days, access to counseling, or hosting workshops on stress management. Salesforce has taken this to heart with their “B-Well Together” program, which offers mental health resources and daily wellness tips. By creating an environment where it’s okay to talk about mental health, they’re helping to reduce the stigma and show employees that their well-being matters. Deloitte's 2022 survey found that companies prioritizing employee well-being had a 63% increase in retention, highlighting the clear impact on employee loyalty.

Technology has its place, of course, but it’s important not to let it replace human interaction. AI and chatbots can be great for streamlining processes, but the real, meaningful work happens in conversations. Automation can handle the routine tasks, freeing up HR professionals to spend more time connecting with people, helping them solve problems, and planning their futures. Encouraging open and honest communication is also essential. Regular town halls, anonymous surveys, and open-door policies all contribute to a culture where people feel safe to speak up. And never underestimate the power of a simple thank-you. Recognizing and appreciating hard work — whether it’s a public shout-out, a handwritten note, or a small token of thanks — goes a long way in making people feel valued. Books like The 5 Languages of Appreciation in the Workplace by Gary Chapman and Paul White can offer insights into how to show appreciation in ways that resonate with different individuals effectively.

In the end, HR’s role isn’t just about managing people; it’s about caring for them. When companies invest in building real, human connections, they see the results — not just in employee satisfaction, but in overall business success. Whether it’s a global giant like Google, a purpose-driven mid-sized company like Patagonia, or a smaller firm like Ben & Jerry’s, organizations that blend empathy with efficiency create stronger, more resilient workplaces. For modern businesses, the challenge is to find the right balance between leveraging technology and maintaining a genuine human touch. When systems handle the processes, it frees people to focus on what really matters: building relationships, fostering trust, and creating a workplace where everyone feels they belong.