When it comes to healthcare HR, the most important task that has to be carried out daily is to always remember the “Human” half of the job title. Health care – more than any other service – depends on human interaction, through giving and receiving. In the transaction between the patient and the provider of healthcare, the greatest part of the deal falls on compassion and comfort, perhaps just as importantly as it depends on guidelines and medical protocol. That is why to commit yourself to a job in healthcare, HR does not only require the usual communication, organizational and developmental skills, but it is also truly a challenge of one’s flexibility and ability to mitigate stress and tension.
It wasn’t until recently that the healthcare industry of the Middle East in general, has sobered up to the immensity of the service it needs to provide and to the incessant need to raise the standard on which the entire healthcare system operates. That change remains an ongoing process, in which HR has emerged to play a most vital role especially in recruitment and ensuring the quality of the service provided to the patients.
It is true that the emergence of HR in hospitals is a recent and exciting endeavor for both the administrators and the healthcare providers alike. And let me start by saying that I find, as a healthcare provider, that the rise of HR and the increasing acknowledgement of its importance in healthcare facilities, at least in the private sector, is a sign of progress.
However, navigating through those uncharted waters has not been a picnic all the time and the newfound dynamic is not without problems, the most significant of which, in my opinion, is a sort of dissociation in expertise between healthcare staff and HR members.
Through my experience as a young healthcare practitioner who often finds herself jumping from one interview to the next, and through actual engagement in a clinical work environment, I would say that this gap in understanding of medical protocols and the importance of certain treatment modalities between recruiters and candidates has been the most challenging part of the situation. It often feels that I am speaking a completely different language than the person on the other end of the table, being asked all kinds of misguided questions or focusing on parts of the practice that are clinically less important. A problem as such can be understandable, nonetheless detestable, given the corporate training of most HR recruiters and how it differs greatly from the medically-allied professions.
This could be remedied simply by familiarizing HR teams in hospitals with the healthcare industry beforehand, while also paying the usual attention to qualifications and job requirements.
It is quite often that the role of HR in hospitals forms the gateway between the priorities of the corporate administration, including all that has to do with cost-efficiency, competitiveness and so forth, and those of the healthcare practitioners with all the diversity in their specialties, qualifications and often methodology.
In my opinion, finding the balance between those two workplace ideologies that are, at worst, always in tension with one another, and at best on a fine thread of harmony, is the Herculean task that healthcare HR in our Middle Eastern countries have to juggle. This is especially since the main concern of establishments in the medical field right now is to recruit and retain employees who can rise to the new standards of care offered to the patients, and to ensure a competitive level in the growing demanding demographic of healthcare service consumers.
In our developing countries, where guidelines for practice are less defined and not yet solidified, and gray areas still take a wide portion of the spectrum of caretaker/patient interactions, more often than not, the HR team will possibly find itself in a situation in which they have to offer understanding to a wide array of arising conflicts that might put them at odds with the clinical field and its highly-stressful environment. It is often up to them to find the best ways to navigate policies in a way to ensure the least amount of hostility possible, and that is a mission that needs resilience and good judgment based on experience, specialization and familiarity with the details of the industry.
To conclude, the healthcare industry has been and must always be focused on the patients and the quality of the service that’s being offered to them. The role of HR coming into view in hospitals must ultimately have the same focus through its continuing accumulation of industry expertise, development of definitive guidelines and much needed efforts of bridging the gaps between different policies and all-encompassing mentalities that exist in the medical workplace.
Dr. Salma A. Nazeem
Design: Basem Hassan
EDITORS: Mennat-Allah Yasser Zohny & Nada Adel Sobhi
Was it Critique,Training or Bluntly Bullying?
Artwork & Writing By: Rim Abdelhamid
At one of the call centers I worked in, since day one, the manager and the trainers who were supposed to help us learn and get adapted to the job, they kept telling me how much negative and depressing they think I am. They even went as far as calling me a DEAD person. My manager enjoyed making fun of me by imitating how he thought I used to speak or how I sound, saying that I have speech disorder -because this is “funny”- just a joke! He even tried to get others to join in. It was always the same excuse: they’re “trying to help me get better at my job!” Even though it had nothing to do with my performance and it started the first day I started work.
Let me tell you why -them trying to help me- was a lie? How this is not a critique but in fact bullying? What is the aim of bullies? What are the types of bullying in general? How do they start? And how to stop it?
What workplace bullying is…
When giving a critique one gives it based on actual facts. They could give a certain advice, or simply just tell the person what they’re doing wrong, etc… But it’s never calling them names; that’s abuse. What makes abuse turn into bullying is it not being on all employees but a specific one targeted, and over a prolonged period of time (not just one incident). The harassment behavior could be by one or more colleagues (subordinates and/or superiors), where the one being targeted is unable to defend his/herself. In that case it’s no longer a bad management issue, or a bad behavior by one individual but in fact one person being alienated; BULLIED.
How bullying is like at the workplace?
You might think it is physical? But no, bullies are smart! It cannot be psychical because it could cost them their job and even get them arrested. However, it’s a mental abuse. For example, telling you something hurtful in a way of “joking” or putting you in situations that could affect the quality of your work like unrealistic deadlines. Also, it could be things like yelling, threats or sabotage. Whatever it is, it is an action that could cause stress to the victim. And could cause them to feel trapped and it is repeated over time.
In my case, I was forced by that same manager to work overtimes and on weekends. And even without extra pay. Spending every day, and almost 12-13 hours a day, sometimes with no breaks, with no time to eat and no way of getting good sleep or the rest my body needed. And I couldn’t risk losing my job. Why though? Why would someone bully another at work? POWER AND CONTROL. The bullies in this case just want to feel in control and they do it by bringing others down. In my situation, I was the only one in my team with past experience in that field, the only one who didn’t need training so that was my manager’s and the trainers’ way to “put me in my place”. They didn’t have any real critique so they tried to gain power by verbal abuse, by overwork, by putting me down and stressing me out.
What makes victims not speak sometimes or have a hard time reporting the issue? Because of the charming personality of the bully. You’d think you can tell that the person in front of you is a bully but it’s actually hard to tell. Since bullies manipulate others with poker face. They are self-centered and in some cases sociopaths but likeable.
I was always being told it’s an “advice”, they’re “helping” me. All in the midst of me being bullied. I was made to think I deserved the way I was treated.
In other cases, bullies could come after you in a non-direct way. For example, by emailing a manager telling them you’ll meet a certain deadline when it’s impossible for you to do so, they’re not coming to you directly but instead they’re putting you in a situation where you can’t really decline, knowing you’ll be in a hard and stressful situation. They could work on making you lose your job in that same manner. So basically, they’re not monsters hunting you down literally, they’re just that guy/woman sitting next to you smiling while putting you intentionally in stressful situations. Making you feel stuck all the time.
Well, how to stop bullies?
The thing about bullies is that they test their target victim. So, if you right away push back, you’ll be ok. But if they managed to get to you, they won’t stop easily. You need to always address the situation head on. Call out the behavior and leave the situation, no matter how awkward or uncomfortable it might be for you at that specific moment. Instant action is a must. You should also document every single detail big or small. The reason why sometimes bullying incidents go undisciplined is the lack of evidence. Stick to facts, to what happened and do not allow anger or other emotions to cloud your action. Then reach out to the HR and bring the incident to their attention.
To conclude the key to end bullying is to remain calm, confident and immediately push back, by calling out the action then reporting it if it’s repeated.
If there is anything, I wish I could have done differently is not letting my emotions control me. While I didn’t get angry, but instead I felt stuck, depressed and worthless. I let them put me down and I accepted the idea that I deserve to be treated this way, this is why I never reported what happened. I should have only focused on achieving my target because that’s what evaluates the quality of my work, not what anyone thinks. I wish I could tell my old self that: “Harassment, stress and overwork do not help anyone. Teamwork, respect and positive work environment does. Always know your work duties (targets) and your rights as well.”
If anyone who’s going through the same experience is reading this, I hope you know now what to do.
Written By: Yasmine Gazzarine
Edited & Published By: Mariham Magdy
Nowadays, HR managers struggle with work place ethics. At this critical time where every detail is shared on social media, we, as employees, are not prudent enough to choose what to share and what not to share.
On the other hand, HR is confused what could be the criteria to judge upon or what should be taken seriously and what should not be taken into consideration regarding the employees social media posts.
Let me take you through my personal experience; I’m a consultant and trainer, in addition to my full time job, out of my bigger aim to influence the new generation. One day I found my personal photo among my trainees printed by the work printer. In a way or another, I knew who printed it.
The surprise was that it’s my dear beloved boss who did so, I confronted him in front of the section head and he just snapped shooting “I’m your boss and I’m free to do whatever I see appropriate, you’re my subordinate and I got unlimited authority to investigate you”.
For a moment I saw myself wearing prison outfit in dark dungeon dragging these feet cuffs and this big metal ball. Is working in an organization means being deprived from your free days? To cut it short I took my action to condemn this act as freedom trespassing which is illegal and unethical.
That drives us to the concept of work place ethics, does that means policies and procedures within the organization?!, or is it a personal factor depending on the culture, behavior and heredity ?! Going through some search we can easily find that the work place ethics definition is “the ability to maintain proper moral value within the workplace”. It is an attitude that shapes the way an individual performs his/her job duties with high moral standards.
This leads us to a more important question “Do you want to be a boss or a leader?” supportive or frustrating? In my point of view, every boss should or better be a leader. If you recognize that one of your staff has a potential or a sparkling skill, please win this employee, benefit from him, make him or her your ambassador.
As he/she demonstrates his/ her skill inside or outside the work environment he/she makes the organization image very good. As he/she delivers the level of professionalism within your organization outside…imagine what would this add to you later on?
Moreover, the competition between work-mates should be healthy and for the best of the organization. There is nothing wrong if your subordinate excels you in some skills or in some domains. Work environment is all about integration.
May be if we put clear fine-tuned policies and procedures this can enhance or guide the existence of preferable work ethics and their application.
In the Egyptian work environments there are always written policies in the background but what really rule the situation are norms. Egyptians are emotional people who are prone to consider anything you post on social media a direct projection on somebody or a certain situation.
But as HR, shall we take what’s posted on social media seriously?! or am I supposed to monitor every post of every employee?! In my humble opinion if a post contains bulling sentence against a colleague or the organization I shall take it seriously only in this case.
Anyway to avoid such problems, simply set rules, communicate it and apply it over all the organization. Be aware not to encourage ever an employee who spread rumors or snitches even if it’s for your own benefit cause Karma always gives you back what you give.
5 Reasons Why Smoking is Good for your Employees and Workplace!
Written By: Mahmoud Mansi
The average number of smokers consume around one pack of cigarettes a day or less. During their working hours they will take at least five short breaks in order to smoke. During these short breaks there are various unnoticed benefits for the concerned employees and for the organization. No doubt smoking has its harms as a habit, however we can see a different perspective…
1-Back, Neck and Eye Pain Release
Continuous working on the desk causes back and neck pain, same goes with staring at the screen for a long time and forgetting to rest. Nonsmokers in most organizations tend to spend more time on their desks forgetting all about taking short breaks.
2-Brainstorming and Communicating
Many smokers would agree that during their “short breaks” they mingle very well with colleagues or managers, talk about KPI’s, discuss concerns related to work, suggest ideas, share solutions and communicate more freely than inside the office environment.
3-Meditation, Less Fatigue, More Focused
If not mingling with others, some of the smoking breaks are all about solitude, spending time with the self, breathing slowly and contemplating the view or some ideas. This solitude and quick meditation gives the person the chance to take a mental and emotional break from the stress environment then return back recharged and ready to complete the day.
4-Fresh Air and More Exposure to Sun
Employees are almost trapped all morning and evening at the office, they forget that they need to breathe fresh air instead of the air conditioner and be exposed to natural sunlight. Many employees suffer vitamin D deficiency because of that reason.
5-More Connected to Personal Life
Usually spending most of the time answering office calls, emails and delivering tasks on the laptop or doing some paperwork, employees forget to check their social media updates, call a family member or answer a message sent from a friend. Work keeps them detached from the community and it might cause increase in stress or anxiousness. With breaks employees tend to check their personal messages and have a chance to connect and fulfil their social needs.
Healthwise, smoking is harmful, and smokers – like all other people – are attached to a habit. Every person has a different habit that they wish to change or not!
The purpose behind this article is to see the other side, and how professionals can change the system of the organization in order to provide the discussed five benefits to ALL employees (smokers and non-smokers), and therefore have a working environment that cares about their employees’ backpain, neck pain, eye dryness problems, providing channels of informal communication and innovative ways to brainstorm, caring about employees’ fatigue and nourishing their souls and minds with meditation, giving a chance for employees to be daily exposed to the sunlight and nature, and giving some measured space for them to connect with their families and community.
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