What’s Shaping Work: The human in human resources

Not an hour in my day passes without hearing the phrase “AI”. While I have always embraced technology as an enabler, I also believe it’s important that we never forget whom technology is designed to support: people.

Organisations don’t succeed because of technology alone. They succeed because of the people who shape culture, build relationships, solve problems, and create environments where others can thrive. Regardless of the technologies that enable your organisation, your people will determine business performance, create workplaces where others want to spend their working lives, and ultimately reflect the communities we want our organisations to be part of.

Throughout my career, I’ve had the opportunity to work alongside HR professionals across a wide range of organisations. The ones who have left the greatest impression on me are those who never lose sight of the individual behind every job title and every policy. They understand that while processes provide consistency, it’s empathy, compassion, and genuine human connection that create meaningful workplace experiences.

Community perspective

Jacqui’s reflections on keeping people at the centre of work closely align with Courtney Smith’s approach to human resources. In this guest perspective, Courtney Smith, Head of HR at Google, shares how empathy, advocacy, and genuine human connection have shaped her approach to HR – and why seeing the individual behind every policy remains central to creating great workplace experiences.

Beyond policies and procedures by Courtney Smith

In a profession often characterised by compliance, policies, and procedures, the true essence of Human Resources sometimes gets lost. For me, the heart of HR has always resided not in the meticulous adherence to guidelines, but in the vibrant, complex, and often vulnerable individuals those guidelines are designed to serve. Throughout my career, this perspective has led to a relatively frequent – and frankly, welcome – observation:

“You’re the most un-HR person I’ve ever met.”

And honestly, I take that as a compliment.

Because beyond the employee handbook, the performance review forms, and the job description, there’s a person. A person with aspirations, anxieties, personal challenges, and moments of triumph. A person who comes to work not just to perform tasks, but to find purpose, build connections, and often, simply provide for their loved ones.

Seeing the individual

My drive in HR has always been to peel back the layers of corporate structure and connect with every individual. It’s about recognising that a policy, no matter how well-intended, lands differently on someone grappling with a sick child, celebrating a significant personal milestone, or navigating a complex inter-team dynamic. It’s about understanding that a tough conversation isn’t just about performance metrics, but the impact on someone’s self-worth and future.

My “un-HR” approach stems from a deep conviction that empathy isn’t a soft skill; it’s a foundational pillar of effective HR. It’s about listening more than speaking, understanding more than judging, and offering support that extends beyond the black-and-white of a written rule. It’s about being a trusted confidante, a compassionate guide, and sometimes, simply a human being who can offer a sympathetic ear.

The heart of HR

Yes, policies and procedures are vital for consistency, fairness, and legal compliance. They provide the necessary framework. However, within that framework, the true art of HR lies in recognising the beating heart of the workforce. It’s about navigating the grey areas with compassion, advocating for individual needs while balancing organisational goals, and remembering that at the end of every policy, there’s a person with needs, feelings, and a life beyond their job title.

This belief, for me, puts the human connection back into Human Resources – and it’s where I believe the real impact is made.