You've Received An Employee Complaint - Now What?

6 minute read

I recently had a client reach out to me with a dilemma: “I just had an employee share an uncomfortable and inappropriate situation that has happened to them involving a colleague, and I don’t know how to handle it.” Here's the situation:

My client is a male manager working in a predominantly male industry. There was a non-company-sponsored event where many employees gathered, and my client was absent. On the Monday following this event, one of his employees—a male—called to let him know that an inappropriate comment had been made to a female colleague by another male employee at the event. The female employee, feeling extremely uncomfortable, reached out to the male employee because they had a good working relationship and trusted him to escalate the issue. Together, they agreed that he would inform my client of what had occurred.

Upon hearing the details, my client realized he had to act, but he wasn’t sure how to handle the delicate situation. He wanted to ensure the female employee felt safe, heard, and respected throughout the process. The challenge was that she didn’t want to talk about it further, nor did she want to name names for fear of retaliation.

Key Details of the Situation

To recap the situation for clarity:

1. Manager’s Duty to Report: My client, as a manager, has a responsibility to report the incident and ensure the issue is handled appropriately.

2. Need to Speak with the Affected Employee: He needs to gather more information from the female employee to get a firsthand account of what happened, all while making sure she feels safe and that her confidentiality will be respected.

The dilemma was clear: My client needed to address the situation, but he didn’t want to push the employee into sharing something she wasn’t ready to talk about.

Advice for Handling the Situation

Here's what I advised my client:

1. Empathy and Respect Are Crucial
   The reality is that the female employee is working in a male-dominated environment, and the fear of retaliation—whether overt or covert—is very real. Unfortunately, this still happens too often in many workplaces. She cannot be forced to share information she is uncomfortable sharing. My client’s approach needed to be centered around empathy and respect for her feelings, as well as a commitment to protecting her anonymity as much as possible.

2. Approach with Reassurance and Support
   When reaching out to the female employee, it’s important that my client makes it clear right away that she did nothing wrong and that he is grateful she brought the situation to his attention. He should emphasize that the goal is to help her, and that her safety and well-being are his top priority.

3. Document What He Knows
   Even though my client may not have all the details, he should still document what he does know. This may include any information shared by the male employee who reported the situation, as well as any observations or statements made by the affected female colleague. By keeping a record of the facts at hand, my client will be able to refer back to them if a similar incident occurs in the future.

4. Offer Continued Support and Let Her Know the Door Is Open
   My client should reassure the female employee that he is available to discuss the situation further whenever she feels comfortable. He should also make it clear that she can come forward at any time if anything else happens or if she feels unsafe in any way.

5. Offer Accommodations
   Depending on the situation, it may be appropriate for my client to offer reasonable accommodations to the employee, such as reassigning her to a different project or providing additional support to ensure she feels safe and respected in her role. This can help minimize her exposure to further discomfort while the situation is being handled.

6. Addressing the Perpetrator
   Ideally, my client would know the identity of the male employee who made the inappropriate comment so he could address the situation directly. This could involve measures such as issuing a formal warning, requiring anti-harassment training, suspending the employee without pay, or even taking steps toward termination if the situation warrants it.
   However, without knowing the identity of the individual responsible, my client is somewhat limited in what action he can take. In this case, he should focus on offering support to the affected employee and ensuring that the company’s policies regarding harassment are enforced going forward. If further incidents arise, having documented the initial complaint will be helpful in taking appropriate steps.

Action Items and Next Steps

1. Check In with the Female Employee: Reach out to the employee in question with empathy, ensuring she feels safe, heard, and understood. Make it clear she did nothing wrong and that the organization is here to protect her.

2. Document the Situation: Record any details of the incident that can be documented, including the report from the male employee, any statements from the female employee, and a timeline of events. This will be crucial for any future actions, should the situation escalate.

3. Reassure Her of Confidentiality: Stress that her anonymity will be protected, and she will not face any retaliation for speaking up.

4. Offer Support and Potential Solutions: Offer to make reasonable accommodations, such as shifting her to a different project or providing additional support. Let her know that the door is always open for further discussion.

5. Review Company Policies: Take this opportunity to ensure that all employees are reminded of the company’s harassment policies and that training is available if needed. A reminder of what constitutes appropriate behavior—and the consequences of inappropriate behavior—can help prevent future incidents.

6. Follow Up: Keep the lines of communication open. Let the employee know that she can come forward with any new concerns or developments, and be proactive in ensuring her comfort and safety.

Handling situations involving inappropriate behavior at work is never easy, especially when the person who’s been affected is reluctant to speak up. However, as a manager, it’s essential to approach the situation with empathy, respect, and a commitment to doing the right thing. My client’s primary responsibility is to ensure a safe and supportive environment for all employees, especially those who may feel vulnerable.

By documenting what he knows, offering continued support, and taking reasonable steps to protect his employee’s anonymity, my client can manage the situation effectively, even without all the details. Ultimately, the goal is to create a workplace where employees feel comfortable bringing forward their concerns, knowing they will be taken seriously and treated with respect.