Workplace Incivility: Indian HR's Guide to Handling Viral Incidents Caught on Camera

In the past 48 hrs, two videos on workplace incivility went viral on twitter and LinkedIn, reported by all major Indian news outlets..

In one- a coding Ed tech startup in Gurugram had one manager lock the office with a chain and lock to prevent employees from leaving the workplace. In another, they caught a Kolkata based VP of a Large Indian bank abusing his employees on a zoom call.

Here is the thing, such incidents can happen at any workplace. And once such an incident happens, how you as an HR react to it matters, as it will require you to not only keep a cool head but also balance the organization's reputation, employee well-being, while taking appropriate action.

This edition of AskHR newsletter provides HR in India guidance on how to handle a viral incivility case..

?? Do not terminate an employee immediately:

Faced with ready video evidence, it will be tempting or even forced upon you as an HR in the aftermath of a case of incivility going viral to terminate the errant employee immediately.

Such a move can lead to temporary relief but can be the start of a long slow headache as a company.

Viral videos show only part of the truth and without context as to what really happened and witness accounts to back it up, any action taken in the heat of the moment can be challenged legally in the months to follow.

Instead, do the following,

?? Conduct preliminary assessment

• Follow your internal incident investigation protocols
• Gather all available information about the incident, including videos, statements, and witness accounts.
• Understand the context and circumstances of the incident?and draw up a timeline of events
• Present your findings to your leadership and suggest the various courses of action that can be taken next.

As you go through these steps, you also,

?? Ensure employee well-being and provide support:

Reach out to the affected individuals privately to provide support, empathy, and reassurance.

• Encourage employees to report any additional incidents or concerns related to the viral case.
• If your company has an Employee Assistance Program then offer counseling services or resources to those directly affected by the incident to address emotional distress.

Once you have a decent handle on things ensure you keep your focus to,

?? Conduct a thorough internal investigation:

Build your case file from your preliminary assesment to complete a thorough internal investigation. It will help to keep your company's legal and PR team's involved during these stages to prevent any further issues from occurring. While you conduct your investigation ensure you:

• Maintain confidentiality and conduct an unbiased investigation to gather facts and evidence.
• Interview all relevant parties involved, including witnesses, to obtain a comprehensive understanding of the incident.
• Follow established procedures and protocols while investigating the matter to ensure fairness, transaparency and compliance to any local Labour laws on the matter.

All the while people need to be kept informed on what is happening else false narratives will take root, do not create a vacuum of information by:

?? Communicate effectively:

Your company PR or internal communications team can help you develop a communication plan to address the incident promptly and transparently.

• Craft a clear and empathetic message acknowledging the incident, expressing concern for affected individuals, and highlighting the organization's commitment to addressing the issue.
• Share timed updates and actions taken to address the incident, demonstrating the organization's commitment to accountability and improvement.

Your communication will be further reinforced when you,

??Take appropriate disciplinary with corrective actions:

If the investigation reveals wrongdoing, take appropriate disciplinary actions, considering the severity of the incident and organizational policies.

• Implement corrective measures such as training programs, workshops, or policy revisions to prevent similar incidents in the future.
• Communicate the consequences of the incident and the organization's commitment to fostering a respectful and inclusive work environment.

And finally what started online, needs to be dealt with online too, here you will have to,

?? Monitor online reputation and engage with external stakeholders:

• Monitor social media and online platforms to gauge public sentiment and address any negative commentary related to the incident.
• Respond promptly and professionally to inquiries or concerns from external stakeholders, such as clients, customers, or the media.
• Use external communication channels to reinforce the organization's values, commitment to addressing the issue, and ongoing efforts to prevent future incidents.

I hope you never get to face a situation as dire as these companies have faced in the past 48 hours, but if you do, now you have a tried and tested template to deal with the situation without losing your cool.