Conflicts happen in various settings, including the workplace. How should you handle employee complaints? For one thing, you should never ignore them, experts say.
While it's tempting to think the problem will go away if ignored, that never happens—ever—said Sharon Lovoy, an HR consultant and communications trainer.
Employees should be encouraged to alert HR when there is a problem.
"If there is water on the plant floor, you wouldn't want someone not to say something. That's a safety issue," Lovoy pointed out. The same is true for raising other concerns, she said.
HR must then weigh whether the concern is a matter of people not getting along or if more egregious behavior is involved.
"Take every complaint seriously and [give] at least a modicum of diligence to ascertain [its] veracity," said Myrna L. Maysonet, chief diversity officer and partner at law firm Greenspoon Marder LLP, headquartered in Fort Lauderdale, Fla.
"We try to focus HR on red-flagging things, seeing the problems that can turn into big problems—morale issues, types of discrimination, type of issues with the Americans with Disabilities Act or Family [and] Medical Leave Act. Things of that nature."
Greenspoon clients are told to have a policy to investigate all complaints, she said, noting it's also important to have an anti-discrimination policy, reporting procedures and a documentation process for recording information such as the date the complaint was lodged and any details.
When complaints involve...
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