Keeping the “Human” in Human Resources

In education HR, our work is about more than compliance and contracts — it’s about people. In the past few weeks, I have heard two quotes that have really helped me to frame and remember the human in human resources:

1. “Don’t be nice, but be kind.”
2. “Be tough on standards, but be tender to people.”

Our goal is to lead with empathy while maintaining the high expectations that help our schools thrive. To do that, I anchor my work in three principles:

1. Focus on Customer Service – Every student, caregiver, community member, teacher, staff member, and leader we support is our “customer.” How we treat them matters.
2. Do more listening than talking – True understanding starts with presence, not persuasion. This is hard for me, but it's vital. Listen to hear, listen to understand, listen to empathize. We don't always have to listen to respond. 
3. Feedback is a gift – Whether giving or receiving it, feedback helps us all grow stronger. All of us, whether we realize it or not, desire true feedback. And when we do not give people feedback, we are hurting them professionally, and most likely hurting our organization. 

Human Resources isn’t just about policy; it’s about people. When we lead with both heart and high standards, we build trust—and that’s where transformation begins.