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Challenging Customers: 10 tactics every HR Business Partner should know


Andrew MacLennan & Graham Lee


HR Network (Scotland)


May 2007

HR functions can add enormous value, if they ensure they are ‘doing the right things’, as well as ‘doing thing right’. Most HR professionals recognise there is danger in simply implementing whatever requests they receive from line managers. However, the hard and soft skills required to respond to internal customers’ demands are subtle and tricky to master.

In this article, Andrew MacLennan and Graham Lee outline 10 key tactics all HR professionals – and especially those working closely with business line colleagues – should know.

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