24/01/24, 10:27 Job Aid: Handling a Complaint

Job Aid

Handling a Complaint

Purpose: Use this aid to help you respond when an employee complains of inappropriate behavior.

Make yourself familiar with these principles for responding appropriately when an employee makes a complaint.

Principles of Responding to a Complaint

Principles Explanations

Keep an open mind Listen to the employee's complaint rather than assuming, for example, that the
concerns are unfounded. Ask pertinent questions to give the employee the opportunity
to tell his or her story.

Show respect for the Be polite, empathetic, and supportive toward the complainant.
complainant

Don't blame the complainant Don't suggest that the employee may be somehow at fault for the situation.

Keep the complaint Keep the complaint confidential except when necessary to resolve the issue – for
confidential except to pass it example, when reporting to HR.
on to HR

Record all pertinent Take notes or otherwise record the complainant's statement to capture all the details.
information Let the complainant know that you are doing this and explain what will happen next in
the process.

Course: Global Workplace Harassment Prevention for Managers

Topic: Knowledge Check: Addressing Inappropriate Behavior

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