The Top 5 Essential Skills and Behaviours for Working in People Operations

Unlock the secrets to thriving in People Ops! From mastering Emotional Intelligence to perfecting the art of communication, discover the top 5 skills you can't afford to ignore.

Ah, People Operations or Human Resources if you're still clinging to the 20th century. The department everyone loves to hate until they need a day off, a pay rise, or an awkward conversation mediated. But let's not kid ourselves; working in People Ops is no walk in the park. It's more like a tightrope walk over a pit of snapping crocodiles while juggling flaming torches. So, what does it take to not only survive but thrive in this perilous landscape? Here are the top 5 essential skills and behaviours you'll need.

Irene from HR using her sixth sense to understand what the hell Barry from maintenance did with the canteen bin this week that has got people so irate.

Emotional Intelligence: The Sixth Sense You Didn't Know You Needed

Let's start with the biggie: Emotional Intelligence, or EQ, if you're into abbreviations. And no, this isn't about being able to name all seven dwarfs or knowing when to clap at the opera. Emotional Intelligence is the ability to recognise, understand, and manage your own emotions while being acutely aware of the emotional state of others. Think of it as having a sixth sense that allows you to navigate the complex emotional landscape of a workplace. And let's be honest, that landscape can sometimes resemble a minefield.

In People Operations, you'll encounter the full spectrum of human emotions, often in a single day—or even a single hour. One moment, you might celebrate a team's milestone; the next, you could mediate a heated dispute between colleagues. The emotional whiplash can be jarring, to say the least.

Being able to ride these emotional waves without getting swept away is crucial. It's not just about keeping your emotions in check, although that's important. It's also about being able to read and respond to the emotional cues of others. Whether detecting the subtle signs of workplace stress or knowing when to give an employee space to vent, your EQ skills will often be the difference between resolving issues effectively and pouring fuel on the fire.

EQ isn't just for daytime talk shows; it's the cornerstone of effective People Ops. If you can't read the room, you might as well be reading the tea leaves.

Communication: The Art of Talking and Listening

You'd think this one would be a given, but you'd be surprised how many HR professionals communicate with the finesse of a bull in a china shop. Effective communication is a two-way street; it's not just about disseminating or communicating policies or delivering hard news; it's also about listening - really listening - not just waiting for your turn to speak.

Let's get this straight: Effective communication is not a one-way broadcast system where you're the all-knowing oracle disseminating policies from on high. Nor is it merely a grim conveyor belt for delivering hard news like layoffs or disciplinary actions. It's a two-way street, a dynamic exchange that requires as much input as output.

The art of listening—truly listening—is often overlooked, yet it's half the equation. This isn't about nodding your head while mentally composing your grocery list. It's about active listening, where you're fully engaged, asking clarifying questions and providing feedback. It's about creating a safe space where employees feel heard and validated.

And let's remember the nuances of non-verbal communication. Your body language, eye contact, and even the tone of your voice can speak volumes. A well-timed smile or a reassuring nod can often convey more than a thousand-word email. Conversely, a misplaced eye-roll or a hasty email reply can undo weeks of trust-building.

Moreover, effective communication isn't static; it's adaptable. What works for one person or situation won't necessarily work for another. Some people respond well to directness, while others need a more nuanced approach. 

Master the art of active listening and clear communication. Your employees aren't mind-readers, and neither are you.

Adaptability: The Only Constant is Change

Remember the days when HR was just about payroll and leave policies? Yeah, me neither. These days, you're expected to be a jack-of-all-trades - from talent management to conflict resolution and even workplace wellbeing, the scope of People Ops is ever-expanding. You'll also need to be able to juggle all these plates at the same time; there are a lot of plates. Sometimes, you'll have to spin other people's plates, too, even if you're not entirely sure what's on them. Being adaptable isn't just a nice-to-have; it's a must-have, and being comfortable with context-switching and managing several sensitive workstreams at once is critical.

If you're unwilling to adapt, you'll be as helpful as a chocolate teapot. Embrace change like it's a long-lost friend.

Discretion: The Keeper of Secrets

In People Operations, you'll find yourself privy to information that could make even a seasoned soap opera writer blush. We're talking about the nitty-gritty details of people's lives—marital squabbles, health concerns, financial woes, and even the occasional office romance that everyone pretends not to know about. You must keep these secrets safely locked away, only to be accessed when necessary for professional reasons. The ability to keep a lid on sensitive information is not just a courtesy; it's an ethical obligation.

Imagine you're the keeper of Pandora's Box, and inside are all the secrets that could wreak havoc if released. Your discretion ensures that the box remains sealed, maintaining the trust and integrity that are so vital in a functioning workplace. It's a heavy responsibility, but someone's got to do it. And let's be honest: if you can't keep a secret, you're not just breaking trust but undermining the foundation of effective Human Resources.

Loose lips sink ships; in HR, they can also sink careers. Keep the vault locked.

Sense of Humour: Because You're Going to Need It

Let's face it: working in People Ops is not for the faint-hearted. You'll be privy to the stories that would make even a stand-up comedian think twice. From bizarre interview responses to awkward team-building exercises gone awry, you'll see and hear things as unforgettable as they are unbelievable. In these moments, a sense of humour isn't just a luxury; it's your lifeline to sanity.

Having a good laugh isn't merely about making your day-to-day more bearable, although that's a perk. It's also a powerful tool for navigating the complexities of human behaviour. When tensions run high during negotiations or conflicts, a well-timed joke can act as a pressure release valve, diffusing the situation and making it easier to find common ground.

A workplace that encourages a bit of fun is generally a happier, more relaxed environment. And guess what? Happy, relaxed employees are often more productive and engaged. So, in a roundabout way, your ability to crack a joke is good for the bottom line.

Life's too short to be serious all the time. A good laugh can defuse tension, build rapport, and boost productivity. So go on, crack a smile.

Wrapping Up

So there you have it, the top 5 essential skills and behaviours for working in People Ops. It's not an exhaustive list by any means, there’s about a million different hats you have to wear, but focussing on these will give you the best chance of surviving! If you can master these, you'll be well on your way to becoming the HR hero your organisation didn't know it needed but absolutely can't do without.