How do you manage disciplinary or grievance cases that involve external stakeholders or customers?

It's so important to try and understand the facts of the situation. Especially while dealing with external stakeholders that can be more emotionally driven. After hearing their grievance, look at what you have available that will allow you to drive a fact-based investigation. If the grievance is derived from something that occurred at your business, are there cameras or audio or are there 3rd party witnesses? Be thorough and specific in your research without being partial. Consider what you know about the employee's character. If it becomes a situation where it is he said/she said issue, does the behavior align with what you or their leader or colleagues know about them? Then access the risk of continuing employment.

Identifying the issue is first and foremost. Once the situation is brought to light talk to the person/persons who brought it up. Get the details and see what their concern is. Nothing gets resolved if you think “I’m tired of hearing the complaints I’m going to set up a meeting” it shows your lack of empathy to your own team or the cause in general. To many people just want to get everybody together for a meeting. This meeting is the worst idea. If people don’t agree already and you as a leader don’t have all the facts you are making it worse. Don’t be the one that everyone knows that you do thing so you aren’t fully making the decision and that you do not want to have any conflicts. Be a leader. Stop, Listen, Think, then React!

When managing disciplinary or grievance cases involving external stakeholders or customers, it's essential to approach the matter with professionalism, transparency, and a focus on preserving relationships. First, gather all relevant facts from both internal and external parties. Maintain open communication while respecting confidentiality, and ensure compliance with company policies and legal obligations. Involve senior management if necessary, and aim to resolve the issue amicably to minimize impact on business partnerships. Document all steps taken and keep all parties informed throughout the process.

When managing disciplinary or grievance cases involving external stakeholders or customers, I ensure a thorough and transparent investigation by gathering all relevant facts from both internal and external parties. Clear communication is maintained throughout, prioritizing confidentiality and fairness. I also collaborate with legal or compliance teams if necessary, and work to resolve the issue while preserving positive relationships with customers and stakeholders.

Don't be obsessed with "reputation" If you are dealing with a formal disciplinary, greivance, or harassment/bullying matter involving external stakeholder or third party witnesses, the age old cop out of "They're not employees so we didn't interview them" rarely works out the way you think it will. Yes, there is a potential reputational impact. However, if accounts from those stakeholders or third parties are the only means by which the facts of a matter can be proven, then attempts should be made to secure those accounts in the same fashion as an employee. People gossiping about your organisations business may affect its reputation. But a publicly available adverse employment tribunal finding will most certainly affect it.