TIPS FOR HR MANAGERS TO EFFECTIVELY HANDLE EMPLOYEE COMPLAINTS

We cannot over-emphasize the fact that HR managers play a crucial role when it comes to building and maintaining a healthy and positive relationship in the workplace, be it between employers and their employees or among co-workers. 

Despite efforts to maintain a positive work environment, HR managers still find themselves dealing with various employee complaints, ranging from harassment and micromanagement to resource availability and salary and compensation concerns.

When these complaints are handled ineffectively, it can undermine trust, reduce employee retention, and also affect the productivity of employees. According to Harvard Business School, complaints come in four different forms, and they include productive complaints, venting complaints, chronic complaints, and malicious complaints. Recognising the nature of a complaint is the very first step HR managers need to take to address it effectively.

Handling employee complaints effectively is crucial for maintaining a positive work environment and ensuring employee satisfaction. Here are 5 steps HR managers should take while trying to manage and address employee complaints:

1. Take the Complaint Seriously

Regardless of whether you see a complaint as a little misunderstanding, it is crucial to take the complaint seriously. Employees need to know their issues matter and will be addressed appropriately. Taking a complaint seriously helps you categorise the complaint; it also helps you pay attention to details, take down notes on the situation, and assure the employee that the matter will be resolved accordingly.

2. Create an Investigation Team

For more complex complaints, especially those involving a dispute such as employee-manager conflicts, it is advisable to form an investigation committee. An investigation helps you carry out a thorough examination of the issue, listen to both sides of the story, and also gather data from other employees so as to help you fast-track getting to the root of the matter.

3. Maintain Confidentiality

Last week, we discussed the importance of HR managers helping to maintain trust between the organisation and its employees by dealing with sensitive issues confidentially. Upholding confidentiality is essential during employee complaint resolution. Assure the employee that their complaint will be kept secret, as information on the issue will only be shared with individuals directly involved in the resolution process. This fosters trust between the organisation and its employees.

4. Document the Process

Comprehensive documentation is vital throughout the complaint resolution process. Take note of all the information shared by both the complainant and the accused. Document the complaint, the investigative process, and the solution reached. Documenting helps ensure that you have a clear record of the issue and can be used as a reference document.

5. Present the Solution and Take Decisive Action

Following a thorough investigation, HR managers should communicate the solution to the involved parties and take the necessary disciplinary measures, as it is essential. Addressing the issue decisively demonstrates the organisation's commitment to a fair and respectful workplace.

Effectively managing the complaints of employees will serve as a cornerstone for sustaining a positive work environment. It is necessary for HR managers to create an avenue that provides employees with a platform to confidently voice their concerns when confronted with issues. By doing so, organisations not only demonstrate their commitment to employee well-being but also empower them to actively contribute in a workplace that thrives on open communication, mutual respect, and continuous improvement.