Where there
are employees, there will eventually be complaints. They are an unavoidable part of running a
company. The way a company deals with grievances is important, not only for the
health of the company and its bottom line, but also for creating a positive, healthy
work atmosphere for staff. Instead of dreading employee complaints, a company
should use them as an opportunity for improvement.
Six
important factors for dealing with employee complaints:
1. Establish
Protocol. Every company’s employee handbook should contain a complaint
policy that outlines to whom an employee makes complaints, how the complaint will
be reviewed, and how claims will be resolved. It is very important to consult
your attorney when developing the company’s policy in order to properly address
discrimination and harassment issues, and to ensure that all procedures are
compliant with labor laws. All employees should be trained on the complaint policy
as new hires and again anytime it is updated.
2. Be
Objective. Sometimes it is hard for managers to separate personal feelings about
an employee from the actual complaint. If an employee is constantly negative,
it is sometimes difficult to recognize a legitimate complaint. Also, if a
complaint is made against someone that has other performance issues it is easy
to make assumptions. However, every complaint must be investigated. The
manager’s personal feelings about either party must not obscure the
investigation. If it is impossible for the manager to be objective, the company
should hire a third party to determine the validity of the complaint.
3. Call
the Lawyer. Anytime an employee comes to management with a complaint about
harassment, any type of discrimination, theft, or labor law issues, the first
call should be to the business’s attorney. If these types of complaints are not
taken seriously, the company is exposing itself to possible bad press, or even
possible fines or litigation.
4. Protect
Employees. It is often scary for an employee to come forward with a
complaint, especially if it is about a coworker or a manager. When a complaint
is made, the business should make every effort to shield the employee from angry
feelings or backlash. If anonymity has been requested, it should be respected. If
employees know that they will be protected, they are more likely to come to
management with problems or concerns.
5. Be
Transparent. Let your employees know when a complaint has been issued.
Others may have had similar concerns or may have additional information that
will help the investigation. Transparency regarding complaints creates an
atmosphere that encourages employees to be open and honest with management. Apprise
the whole company of complaints: discuss them at staff meetings, include them
in the newsletter, or send employees an email. Giving as much information as
the situation allows will alleviate speculation and gossip, as well as show
that the company takes action when a complaint is made. If the complaint is extremely
sensitive or there are legal constraints, consult with your attorney about what
details can be disclosed.
6. Act Quickly.
Once a complaint has been made, management should act quickly to resolve it. A
thorough investigation should be conducted in a timely manner, including resolution for all parties. Employees
will appreciate a company that shows them complaints are important by investigating and
resolving inssues in a timely and considerate manner.
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