Resolving an informal complaint from a staff member about their manager requires handling the situation with sensitivity, fairness and a commitment to addressing concerns effectively. Here’s a structured approach I implement with my clients:
- Listen Actively and Empathetically: Schedule a private meeting with the staff member to discuss their complaint. Provide a comfortable and confidential environment where they feel safe to express their concerns. Listen actively without interrupting, showing empathy and understanding for their perspective. Let them explain the situation fully.
- Clarify the Complaint: Ask clarifying questions to ensure you fully understand the details of the complaint. Encourage the staff member to provide specific examples or incidents that led to their dissatisfaction.
- Document the Complaint: Take notes during the meeting to document the staff member’s complaint accurately. Note down key points, timelines and any specific details provided. But give equal eye contact don’t always just look down at your note pad – and don’t tap out notes on your laptop!
- Assure Confidentiality: Reassure the staff member that their complaint will be handled confidentially and professionally. Explain the process for handling such complaints to build trust.
- Review Policies and Procedures: Review relevant HR policies and procedures related to handling complaints about managers. Ensure you understand the guidelines for addressing such issues within your organisation.
- Assess the Severity and Impact: Evaluate the seriousness of the complaint and its potential impact on the staff member and the team. Consider whether immediate action or further investigation is necessary based on the nature of the complaint.
- Gather Additional Information (if necessary): If the complaint involves complex issues or requires further investigation, gather additional information from other relevant parties, witnesses, or documentation.
- Discuss with the Manager (if appropriate): Depending on the nature of the complaint and organisational policies, consider discussing the issue with the manager in question. Approach this conversation delicately and professionally, focusing on understanding their perspective as well.
- Seek Resolution and Provide Support: Work with HR or relevant stakeholders to determine the appropriate course of action for resolving the complaint. This might involve mediation, coaching, training or disciplinary measures depending on the severity and findings of the investigation. Offer support to the staff member throughout the process, ensuring they feel supported and informed about the progress and outcome of their complaint.
- Follow-Up and Monitor: Follow up with the staff member after the complaint has been addressed to ensure their concerns have been resolved satisfactorily. Monitor the situation to prevent any recurrence and to maintain a positive work environment.
- Document the Resolution: Document the steps taken to address the complaint, including any actions or decisions made, and keep this information confidential in accordance with HR policies.
- Provide Feedback and Closure: Provide feedback to the staff member on the outcome of their complaint, ensuring transparency and clarity. Acknowledge their courage in coming forward and thank them for their trust in the process.
By following these steps, you’ll be demonstrating a commitment to fairness and respect for all employees while addressing workplace concerns in a constructive and professional manner.
