2. Know your style: what
laws apply to your
business and impact your
employment decisions
3. What it Does: prohibits employment discrimination based on race,
color, religion, sex and national origin.
An Employer under Title VII is:
● a person engaged in an industry affecting commerce
● fifteen (15) or more employees for each working day in each of
twenty or more calendar weeks in the current or preceding calendar year,
and any agent of such a person
● does not include US government, Indian tribe, a bona fide
private membership club (other than a labor organization) which is
exempt from taxation under the Internal Revenue Code of 1954
Title VII
4. What it Does: prohibits sex-based wage discrimination between
men and women in the same establishment who are performing under
similar working conditions.
An Employer under EPA is:
engaged in commerce or in the production of goods for commerce
(FLSA)
Does not prohibit unequal pay based on a bona fide: (i) a
seniority system; (ii) a merit system; (iii) a system which measures
earnings by quantity or quality of production; or (iv) a differential based
on any other factor other than sex.
EPA –The Equal Pay Act of 1963
5. What it Does: pprohibits employment discrimination against persons 40 years of
age or older.
An Employer under ADEA is:
● twenty (20) or more employees engaged in an industry affecting commerce
for each working day in each of twenty or more calendar weeks in the current or
preceding calendar year.
Does Not Prohibit Consideration of Age when: age is a bona fide occupational
qualification reasonably necessary to the normal operation of the particular
business, or where the differentiation is based on reasonable factors other than
age, or where such practices involve an employee in a workplace in a foreign
country, and compliance with such subsections would cause such employer, or
a corporation controlled by such employer, to violate the laws of the country in
which such workplace is located.
ADEA
6. What it Does: protects benefits and provides safeguards in pension and
severance for persons 40 years of age or older.
An Employer under OWBPA is:
● an employer under ADEA
Employee Severance Packages:
No waiver is valid unless:
● knowing and voluntary.
● refers specifically to ADEA and OWBPA
● the individual does not waive rights or claims that may arise after the
date of execution
● is in exchange for additional consideration
● advises individual in writing to consult with an attorney prior to executing
the agreement
● permits 21 days within which to consider the agreement; or if occurs in
connection with an RIF, 45 days
● provides that for 7 days revocation period
Older Workers Benefits
Protection Act
7. PDA—Pregnancy Discrimination Act
What it Does: prohibits discrimination because of a pregnancy-related
condition, or because of the prejudices of co-workers, clients, or
customers
An Employer under PDA is:
● an employer under Title VII (PDA amends Title VII)
Requires Equal Treatment in Employment: (no need to give more, but
must be treated same)
Insurance: Any health insurance provided by an employer must cover
expenses for pregnancy-related conditions on the same basis as
costs for other medical conditions. An employer need not provide
health insurance for expenses arising from abortion, except where
the life of the mother is endangered.
8. ADA—Americans With Disabilities Act
What it Does: prohibits employment discrimination against qualified
individuals with disabilities.
An Employer under ADA is:
● engaged in an industry affecting commerce
● 15 or more employees for each working day in each of 20 or more
calendar weeks in the current or preceding calendar year, and any agent
of such person
● does not include a bona fide private membership club (other than a
labor organization) that is exempt from taxation under the Internal
Revenue Code of 1986 and US Gov
9. Disability
The term ``disability'' means, with respect to an individual-
(A) a physical or mental impairment that substantially limits
one or more of the major life activities of such individual;
(B) a record of such an impairment; or
(C) being regarded as having such an impairment.
ADA—Americans With Disabilities
Act
10. Qualified individual with a disability: means an individual with a
disability who, with or without reasonable accommodation, can perform
the essential functions of the employment position that such individual
holds or desires. For the purposes of this subchapter, consideration shall be
given to the employer's judgment as to what functions of a job are essential,
and if an employer has prepared a written description before advertising or
interviewing applicants for the job, this description shall be considered
evidence of the essential functions of the job
11. Reasonable accommodation. –
The term ``reasonable accommodation'' may include-
(A) making existing facilities used by employees readily accessible to and usable
by individuals with disabilities; and
(B) job restructuring, part-time or modified work schedules, reassignment to a
vacant position, acquisition or modification of equipment or devices, appropriate
adjustment or modifications of examinations, training materials or policies, the
provision of qualified readers or interpreters, and other similar accommodations
for individuals with disabilities.
12. Undue hardship. -
In general. - The term ``undue hardship'' means an action requiring significant difficulty
or expense, when considered in light of:
(i) the nature and cost of the accommodation needed
(ii) the overall financial resources of the facility or facilities involved in the provision of
the reasonable accommodation; the number of persons employed at such facility;
the effect on expenses and resources, or the impact otherwise of such
accommodation upon the operation of the facility;
(iii) the overall financial resources of the covered entity; the overall size of the business
of a covered entity with respect to the number of its employees; the number, type,
and location of its facilities; and
(iv) the type of operation or operations of the covered entity, including the composition,
structure, and functions of the workforce of such entity; the geographic
separateness, administrative, or fiscal relationship of the facility or facilities in
question to the coveredentity.
13. FMLA – Family Medical Leave Act
What it Does: Permits employees who have worked for the employer for 12
months and for 1,250 hours within the previous twelve months to take up
to 12 total workweeks of unpaid leave during any 12 month period for the
following:
birth of a child and placement of a child with employee for
adoption/foster care;
to care for an other that is a spouse, son, daughter or parent of
employee with a serious health condition; or
a serious health condition that makes an employee unable to perform
the functions of his or her position
An Employer under FMLA is:
● employs 50 or more employees during previous 12 months
Requires an Employer to:
● return employee to same or equivalent position and pay and benefits post-
leave
14. What it Does: Governs minimum wages, pay standards, overtime
An Employer under FLSA is:
● has workers engaged in interstate commerce
● a covered enterprise is the related activities performed through unified
operation or common control by any person or persons for a common business
purpose and whose annual gross volume of sales made or business done is not
less than $500,000 and incudes hospital, nursing home, rehabs and similar
entities; schools of all types (whether operated for profit or not for profit); or a
public agency
● even if not covered enterprise if engaged in interstate commerce or in
the production of goods for interstate commerce, or in any closely-related process or
occupation directly essential to such production. So consider as covered any client
who touches or effects interstate commerce
● domestic service workers such as day workers, housekeepers, chauffeurs,
cooks, or full-time babysitters are covered if: (1) their cash wages from one employer
in calendar year 2007 are at least $1,500 (this calendar year threshold is adjusted by
the Social Security Administration each year); or (2) they work a total of more than 8
hours a week for one or more employers.
FAIR LABOR STANDARDS
ACT
15. COBRA
The Consolidated Omnibus Budget Reconciliation Act (COBRA) gives workers
and their families who lose their health benefits the right to choose to continue
group health benefits provided by their group health plan for limited periods of
time under certain circumstances such as voluntary or involuntary job loss,
reduction in the hours worked, transition between jobs, death, divorce, and
other life events. Qualified individuals may be required to pay the entire
premium for coverage up to 102 percent of the cost to the plan.
COBRA generally requires that group health plans sponsored by employers
with 20 or more employees in the prior year offer employees and their families
the opportunity for a temporary extension of health coverage (called
continuation coverage) in certain instances where coverage under the plan
would otherwise end.
COBRA outlines how employees and family members may elect continuation
coverage. It also requires employers and plans to provide notice.
16. HIPAA
The Health Insurance Portability and Accountability Act (HIPAA) provides
rights and protections for participants and beneficiaries in group health
plans. HIPAA includes protections for coverage under group health plans
that limit exclusions for preexisting conditions; prohibit discrimination
against employees and dependents based on their health status; and allow
a special opportunity to enroll in a new plan to individuals in certain
circumstances. HIPAA may also give you a right to purchase individual
coverage if you have no group health plan coverage available, and have
exhausted COBRA or other continuation coverage.
HIPAA AUTHORIZATIONS
17. SOX – Sarbanes Oxley Act of 2002
What it Does: Enacted after the Enron and WorldCom scandal. It: created
the Public Accounting Oversight Board to regulate accounting firms; has
strict procedures for officers and auditors certifying corporate SEC
documents; contains whistleblower provisions; and document retention
provisions
Employer under SOX: Applies to publicly traded companies, accounting
firms and maybe private companies (see detailed paper which has been
e mailed to all of you)‑
18. Time to clean your closet:
what to buy & what to
discard—record making &
record keeping
19. WhAT you need to keep:
records you will already
have
http://www.dol.gov/elaws/FirstStepRRN.htm
20. Eeoc rEQUIREMENTS
When a Charge Has Been Filed
When an EEOC charge has been filed against your company, you should retain
personnel or employment records relating to the issues under investigation as a
result of the charge, including those related to the charging party or other
persons alleged to be aggrieved and to all other employees holding or seeking
positions similar to that held or sought by the affected individual(s).
Once a charge is filed, these records must be kept until the final disposition of
the charge or any lawsuit based on the charge. When a charge is not resolved
after investigation, and the charging party has received a notice of right to sue,
"final disposition" means the date of expiration of the 90-day statutory period
within which the aggrieved person may bring suit or, where suit is brought by the
charging party or the EEOC, the date on which the litigation is terminated,
including any appeals.
21. Eeoc rEQUIREMENTS
All Personnel and Employment Records made or used (including, but not
limited to, requests for reasonable accommodation, application forms
submitted by applicants, and records dealing with hiring, promotion,
demotion, transfer, lay-off or termination, rates of pay, compensation, tenure,
selection for training or apprenticeship, or other terms of employment) must
be preserved for the following periods:
Private employers must retain such records for one year from the date of
making the record or the personnel action involved, whichever occurs
later, but in the case of involuntary termination of an employee, they must
retain the terminated employee’s personnel or employment records for
one year from the date of termination.
Educational Institutions and State and Local Governments must retain
such records for two years from the date of the making of the record or the
personnel action involved, whichever occurs later, but in the case of
involuntary termination of an employee, they must retain the terminated
employee’s personnel or employment records for two years from the date
of termination.
22. Fair Labor Standards Act
(FLSA):
What Records Are Required: The Act requires no particular form for the records, but does
require that the records include certain identifying information about the employee and
data about the hours worked and the wages earned. The law requires this information to
be accurate. The following is a listing of the basic records that an employer must
maintain:
Employee's full name and social security number.
Address, including zip code.
Birth date, if younger than 19.
Sex and occupation. Time and day of week when employee's workweek begins.
Hours worked each day.
Total hours worked each workweek.
Basis on which employee's wages are paid (e.g., "$9 per hour", "$440 a week",
"piecework")
Regular hourly pay rate.
Total daily or weekly straight-time earnings.
Total overtime earnings for the workweek.
All additions to or deductions from the employee's wages.
Total wages paid each pay period.
Date of payment and the pay period covered by the payment.
23. Fair Labor Standards
Act (FLSA):
How Long: Keep payroll records for three years from date of
making of record; records related to terminated employees
for three years after termination date.
Equal Pay Act:
payroll records for three years
employers must keep for at least two years all records
(including wage rates, job evaluations, seniority and merit
systems, and collective bargaining agreements) that explain
the basis for paying different wages to employees of
opposite sexes in the same establishment.
These requirements apply to all employers covered by
Federal anti-discrimination laws, regardless of whether a
charge has been filed against the employer.
24. Sarbanes-oxley
What does the Act do?
Adds new criminal penalties for obstruction
of justice by destroying or altering records
Requires corporate executives to certify
the accuracy of reported financial
information
Requires registration with Board of public
accounting firms
25. Sarbanes-oxley
Who Is Affected?
Any publicly-traded company
Any public accounting firm that
provides auditing services for publicly-
traded companies
Independent contractor to public accounting
firm
Any company or agency is subject to
the obstruction of justice sections
Any individual ...
26. Sarbanes-oxley
Corporate Responsibility §301?
Audit Committee Responsibilities -
Complaints audit committee shall establish
procedures for
(A) the receipt, retention, and treatment of
complaints received by the issuer regarding
accounting, internal accounting controls, or
auditing matters; and
(B) the confidential, anonymous submission by
employees of the issuer of concerns regarding
questionable accounting or auditing matters.
27. Sarbanes-oxley
Corporate Responsibility §302?
Certification of annual or quarterly report
required by
principal executive officer or officers and
the principal financial officer or officers, or
persons performing similar functions
Certifies to 6 specific points outlined in
§302.
28. Sarbanes-oxley
Corporate Responsibility §403?
Disclosures of Officers, directors and
principal stockholders
Electronic filing requirement with the SEC
Must also be posted on the corporate
website no later than end of business day
following the filing.
“Rule 16a-3(k) requires each form to remain
accessible on the issuer's website for at
least a 12-month period.”
29. Sarbanes-oxley
Corporate Responsibility §404?
Annual reports must contain:
an internal control report, which shall
state the responsibility of management for
establishing and maintaining an adequate
internal control structure and procedures for
financial reporting; and
contain an assessment, as of the end of the
most recent fiscal year of the issuer, of the
effectiveness of the internal control structure
and procedures of the issuer for financial
reporting.
30. Sarbanes-oxley
Sec. 1519 – Destruction, Alteration or
Falsification of RecordsAnnual reports
must contain:
Whoever knowingly alters, destroys, mutilates,
conceals, covers up, falsifies, or makes a false entry in
any record, document or tangible object with the
intent to impede, obstruct or influence the
investigation or proper administration of any matter
within the jurisdiction of any department or agency of
the US or any case filed under Title 11, or in relation to
or contemplation of any such matter or case, shall be
fined under this title, imprisoned not more than 20
years, or both.
31. Sarbanes-oxley
SEC Final Rule: 33-3180 Retention of
Records Relevant to Audits and
Reviews:
http://www.sec.gov/rules/final/33-8180.htm
7 years
Documents that do not fall within the Rule:
superseded drafts of memoranda, financial statements or
regulatory filings, notes on superseded drafts of memoranda, financial
statements or regulatory filings that reflect incomplete or preliminary
thinking, previous copies of workpapers that have been corrected for
typographical errors due to training of new employees, dupclicates of
documents or VOICE MAIL MESSAGES
32. When you Need to make
records: documenting
employee performance
Why?
Consistency
To Support your decisions
To lend credibility to your decisions
Expectations
Litigation
33. When you Need to make
records: investigations
Why to Investigate: Reasons
Required by Law
Title VII
Sarbanes-Oxley (Whistleblower)
Safety (OSHA, Workers Compensation)
Collective Bargaining:
to prove “just cause”
Audits
Employee Morale
34. When to Investigate
Immediately give
attention to
complaint
Immediately assess
severity of
complaint and
decide what if any
interim measures
must be taken
Reasonably
thereafter begin
investigation
35. When to Investigate? Not Until
You Do This:
1.Choose an
investigator
2. Gather Your
Evidence
3. Review legal issues
4. Pick a location
36. Who to Interview?
Complaining
Employee (Obviously)
Accused
Employee Witnesses
(if necessary)
Outside witnesses
37. How To Conduct Investigation-
Complainant Interview—DO:
Close your door
Be courteous but not sympathetic
Identify the company policies involved and
make clear that company is committed to
policy
State that company will not retaliate or tolerate
retaliatory behavior
Take Notes
Have employee write in own words the
complaint – Give blank paper then and there
—or note employee refused
38. How To Conduct Investigation-
Complainant Interview—DO:
Ask questions about incident
(who, what, where, when, why how?)
Did employee tell anyone else?
Who witnessed it?
Was anyone else an alleged victim?
Ask employee “what do you want?
What are your expectations?”
Ask employee: Is there anything else
we should know?
Tell employee not to discuss with
coworkers during investigation
Tell employee to report new
information immediately
39. How To Conduct Investigation-
Complainant Interview—DO NOT:
Promise investigation will remain
confidential
Refuse to allow union employee to have
representation
Return employee to unsafe situation
Readily take resignation, but rather
explain procedures and consider
reassignment
Don’t pass judgment
Make promises regarding specific time
frame
40. How To Conduct Investigation-
Accused Interview—DO:
Be objective, not judgmental
Close door, but do not lock it (false imprisonment)
Inform Accused of policies, stand by policies
State to Accused Allegations
Give Accused time to rebut
Ask Questions (who, what,. . .)
Take Notes
Inform Accused of legal consequences if suit
filed
Reiterate Retaliation policy
41. How To Conduct Investigation-
Accused Interview—DO NOT:
Get drawn into a power struggle
Accuse the Accused of any criminal
conduct
Make any assurances other than that
policies will be followed
Allow Accused to Act immediately on any
pre-planned actions with regard to
complainant’s employment
Pass judgment
42. How To Conduct Investigation-
Witness Interview—DO:
Assure Witness of no-retaliation policy
Start out vague
Use names, not Accused or Complainant
If need be, ask about specific instances of
conduct
Take Notes
Explain need to be discreet
Invite more information if it becomes
available
43. How to Decide the
Investigation?
Follow up with interviewees if need clarification
Consider all facts and circumstances
Follow policies and procedures
Keep record of investigation
Be fair and objective and look to past
precedents in company with similar fact
situations
Seek to bring closure to the issue
44. What to do After the
Investigation
Meet with the accused and discuss
the findings and action
Meet with the complainant and
discuss the findings and action
Prepare necessary paperwork and
maintain investigatory file
46. IV. Getting The Right Information From Your Client To
Render Advice
A. Identify the issue (termination/sexual arassment/discrimination/general
complaint)
B. Identify the players
C. Identify the issues (statements v. interviews)
D. Identify what state/federal agencies you may be dealing with
E. Identify the defenses
F. Determine your course of action
Hinweis der Redaktion
Slide Show Notes
Complaints can arise from a variety of workplace issues, but there is a core of common complaints that you probably hear most often.
Wages is a frequent area of concern for most employees. Workers might, for example, complain about raises, job classifications, errors in payments and deductions, overtime calculations, or incentive systems.
Your supervision of employees could also be a source of complaints. Among other issues, you might hear complaints about enforcement of rules, disciplinary action, job assignments, instructions, favoritism.
Employees also complain about their co-workers. Personality conflicts and other disputes might be brought to you to resolve.
Seniority and status are other common sources of complaints. Employees might complain about promotions, transfer and layoff decisions, the way their seniority is calculated, changes in seniority status after reorganization, and so forth.
Working conditions also frequently trigger employee complaints. For example, safety concerns, issues related to comfort or convenience, and even complaints about discrimination or harassment could arise.
Think about some of the complaints you’ve heard over the years.
Slide Show Notes
The same is true of harassment complaints—whether they involve sexual, racial, ethnic, or some other form of harassment. There are special procedures for investigating and resolving these cases. Consult your manager and HR right away about what you should do. In most cases, these complaints will also be investigated and resolved at a higher level.
Complaints about safety and health conditions and hazards should always be taken very seriously and referred right away to the appropriate person. Such complaints might arise in your department but could affect other employees in other parts of the facility as well. These problems must be investigated by experts, and hazardous conditions need to be corrected promptly.
Threats of violence or warning signs of potential workplace violence also need to be taken very seriously and referred immediately to the appropriate person in the organization. Employees who complain must be protected and those inside or outside the workplace who might pose a threat have to be dealt with by trained personnel within the organization or by the police.
Slide Show Notes
You should also be alert for complaints that might indicate the existence of some type of personal problem that could require help from professional counselors. For example, frequent complaints, blaming others, and excessive reactions to work-related problems could signal emotional, financial, family, or substance abuse problems that have begun to overwhelm an employee. When initial discussions with the employee indicate the potential for a deeper problem, don’t try to handle it alone. In addition, don’t try to diagnose or find out more about the underlying condition. Refer the employee to HR, and they’ll see that the worker gets the proper help.
Finally, some complaints made by union employees need special handling according to the grievance procedure required by the union contract. Union employees are entitled to union representation in discussions about grievances. Make sure you know the requirements before you take any action on complaints. Labor relations specialists often need to handle these complaints.
Do you know the proper procedure for handling these types of employee complaints? If not, be sure to find out promptly.
Discuss your organization’s procedures for dealing with complaints that arise out of any of these issues. Tell trainees to whom to refer these complaints and what information they should provide.
Slide Show Notes
Now it’s time to ask yourself if you understand the information presented so far. Do you understand why all employee complaints should be taken seriously? Do you know when it’s safe to handle a complaint on your own, and when you need to get help?
It’s important that you understand this information so that you can be prepared to handle any kind of employee complaint effectively.
Answer any questions trainees have about the information presented in the previous slides.
Conduct an exercise, if appropriate.
Now let’s continue to the next slide and talk about how to respond when an employee comes to you with a complaint.
Slide Show Notes
Whether they are delivered in person or in writing, all complaints should be promptly acknowledged. Remember, how you handle a complaint right from the beginning can make a big difference in how things eventually turn out.
As soon as possible after the complaint is made, arrange a private meeting with the employee to discuss the matter.
Be sure to allow enough time without interruptions so that the employee can fully express his or her concerns.
Also make sure the employee knows that you take the complaint seriously. As we said before, even if the complaint seems unimportant to you, it is important to the employee, and that person needs to feel that he or she will be given a fair hearing.
How do you respond when an employee comes to you with a complaint?
Slide Show Notes
Begin the meeting by letting the employee explain the issue fully.
Don’t interrupt. Just let the employee tell the story. Some people may come right to the point. Others may need more time.
Ask questions to clarify any issues you don’t understand. Make sure you have a clear picture of the complaint. Again, with some employees you may need to probe and question more to uncover the real problem.
Be calm and courteous, even if the employee is angry and upset. Remember, this is business, not personal. You are there in your role as a professional. Furthermore, your calm, courteous demeanor can help an employee regain control and make the meeting more productive.
Maintain a neutral expression and body language regardless of what the employee says or what you think of the issue. It’s important for you to be objective—and to appear objective as well.
Don’t pass judgment; just listen. At this point, you don’t need to make any decisions or offer any solutions.
Think about how you handle meetings with complaining employees.
Have two volunteers role-play a meeting between a supervisor and a complaining worker. Ask the rest of the group to critique the supervisor’s performance.
Slide Show Notes
During the meeting, be sure to take notes. Notes create a record of the meeting, and it’s important to document these meetings in case there’s a problem later about what was said. This is especially true when a complaint concerns an issue that might have legal implications, such as discrimination or harassment. You’ll also need your notes to help you reach a decision about how to proceed with the complaint.
Explain to the employee that you are taking notes to create an accurate record of the meeting. This record will help you—and anyone else involved in resolving the complaint—investigate further and determine a fair solution. This explanation is important because some employees might be suspicious or uncomfortable about your taking notes.
Taking notes is also a good idea because it shows the employee that you’re paying attention and taking the complaint seriously.
Encourage the employee to take notes as well, and be prepared to offer paper and pen. This can help eliminate later misunderstandings about what was said during the meeting. It may also help the employee focus on the objective issues rather than the emotional issues related to the complaint.
Slide Show Notes
Concluding the meeting effectively is as important as how you begin and what goes on during the meeting. You want to send the employee away with the feeling that his or her complaint has been fully heard and that you—or someone else in management—will investigate and take appropriate action as soon as possible.
As you bring the meeting to an end, restate the complaint in your own words.
Make sure that you and the employee share an understanding concerning the exact nature of the complaint.
Ask the employee what resolution he or she would like to see. Just don’t make any promises at this point. Thank the employee for this input, explain that you will do your best to resolve the issue fairly, and leave it at that.
In addition, don’t agree or disagree with the complaint at this stage—or give the impression that you are. Make it clear to the employee that you are reserving judgment until you have all the facts.
Also be careful not to get drawn into a power struggle with an employee. Some people enjoy seeing how far they can push. Don’t play the game. Conclude the meeting on the same objective, professional basis on which you began it.
Slide Show Notes
The next stage in the process is investigating the complaint.
Begin your investigation by checking the facts. Is what the employee claims really true? This might mean checking working conditions, observing procedures, looking for safety hazards, and so on. Do whatever needs to be done to uncover the truth about the complaint.
To get at the facts, you might also need to interview people who could be involved with the issue surrounding the complaint. For example, when interviewing other employees, you might find out that they share the concerns of the employee who complained but just didn’t speak up themselves. Maybe the problem is more widespread than you realized.
When you conduct these interviews, try to maintain confidentiality, as appropriate. You probably won’t be able to maintain complete confidentiality, but limit discussion to those who really need to know.
In addition, you may have to consult HR or other managers and supervisors to get a complete and well-balanced view of the situation. Don’t forget to keep your direct boss in the picture as well.
You’ll also want to find out if similar complaints have been raised by other employees in the past and see how these situations where handled. This could give you some good ideas about how this complaint should be handled.
Slide Show Notes
Once your investigation is complete, it’s time to assess all the information and decide what to do about the complaint.
Make sure you consider all the options. There’s usually more than one way to resolve a complaint, and you want to pick the best one.
Also make sure you follow any workplace policies and procedures that are relevant to the issue.
Be fair and objective. Separate personal feelings from the issues involved in the complaint. Base your decision on the facts and policies, not on your impressions or feelings about the situation or the employee. Remember, even people you might not like so much could have legitimate complaints.
Also remember that your ultimate goal is to bring closure to the issue, one way or another, so that you and the employee—and perhaps other workers, too—can get past the complaint and back to the work that needs to be done.
Think about the steps you take after investigating a complaint to ensure a fair decision.
Slide Show Notes
Once you’ve made a decision, you need to let the employee know how the situation is going to be resolved. This is a very important step because it’s your chance to lay the matter to rest and move on.
All complaints deserve some kind of answer, regardless of their significance or whether you are going to take some action or not. Get back to the employee with your decision as soon as possible.
Once again, meet with the employee privately. This is not something to be handled casually or with other employees within earshot. Again, set aside enough time without interruptions so that you can fully discuss the resolution of the complaint with the employee.
Begin the meeting by thanking the employee for bringing the issue to your attention. Remember that in some cases employee complaints are the first you hear of potentially serious problems. Even if that isn’t the case in this particular situation, be sincerely grateful when an employee brings a problem of whatever kind to your attention. This kind of interaction is an important part of your job and your relationships with your employees.