Poor management of employee complaints can have numerous ramifications for your company. Employees who feel workplace issues aren't being addressed in a timely and appropriate fashion can feel unappreciated and undervalued. Employees who are dissatisfied may ultimately leave for another company they believe will treat them with more respect. Managing employee complaints requires a process of steps from intake or listening to the employee's complaint to resolution and follow-up.
Instructions
1. Develop a written policy about workplace actions and behavior that are unacceptable, such as discrimination, harassment, violence and misconduct as well as interaction with co-workers that demonstrates lack of respect for others.
2. Ensure your workplace policies contain steps employees should take to report incidents and behavior that potentially violates company policy or makes them feel uncomfortable.
3. Insert these written policies in your employee handbook and distribute copies of the handbook to all employees. Always maintain up-to-date handbooks. Store previous versions of the handbook in your human resources department or another secure location.
4. Designate a member of your management team to receive complaints from employees. In companies that have a dedicated human resources department, the designee usually is specially trained to handle workplace issues, such as an employee relations expert. However, an ombudsperson, employee advocate or upper-level manager also can serve as the designee.
5. Listen to employee complaints and take them seriously. Generally speaking, employees who seek resolution to workplace issues do so with some trepidation because they may fear retribution or they don't have faith the employer will act to resolve the issue.
6. Write notes about the employee's concerns and, if necessary, prepare a written statement for the employee to sign and date. Examples of instances where you should take a written statement are complaints about unfair employment practices, such as discrimination or harassment.
7. Investigate the complaint immediately. Interview witnesses the employee may have identified and get information from relevant sources and documentation. For example, if the employee complains about a safety-related matter, contact your workplace safety expert or, in very serious matters, contact the U.S. Occupational Safety and Health Administration.
8. Maintain confidentiality to the extent possible. It may be necessary to talk to other employees, but instruct them to refrain from discussing the matter. Assure them that you have control of the issue.
9. Initiate ways to resolve the employee's complaint. If the matter involves workplace conflict between two or more employees, a meeting to discuss and mediate their differences can be successful strategy. If the issue involves departmental matters, talk to the supervisor or manager before you schedule a group meeting. Department managers have a right to know when their employees are dissatisfied with processes and procedures.
10. Keep in touch with the employee who filed the complaint and, if appropriate, provide an update to ensure that you are indeed handling the matter. Employees appreciate knowing when an employer is actively involved in creating a positive work environment.
