Learn how to evaluate employee complaints and how to determine when to investigate them.
Many managers and HR professionals struggle to distinguish between a serious complaint that warrants immediate attention and action, and instances of employee drama that, while disruptive, may not require formal intervention. Misinterpreting these situations can lead to either overreaction, which strains resources and may alienate employees, or underreaction, which risks ignoring genuine issues that can impact morale, safety, and legal compliance. Navigating this distinction effectively has become increasingly complex with remote work, diverse teams, and heightened employee sensitivity. This presentation will help managers and HR staff understand the critical differences between legitimate complaints that signal potential workplace issues, such as harassment, discrimination, or safety concerns, and more routine interpersonal conflicts or grievances. Attendees will learn practical tools for assessing and documenting complaints, knowing when to escalate issues, and strategies for addressing low-stakes conflicts. By accurately identifying and responding to employee concerns, managers can maintain a positive work environment, support team dynamics, and uphold company standards for fairness and safety. This webinar provides the knowledge and tools needed to minimize disruptionswhile ensuring serious complaints are handled with the appropriate level of urgency and care.
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Over 37 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.
Agenda
Introduction
- Welcome and Overview
- Briefly Introduce the Topic and Objectives of the Webinar
- Explain the Relevance and Importance of Distinguishing Between Serious Complaints and Employee Drama, Especially in Today's Diverse and Remote Work Settings
- Problem Statement
- Outline the Challenges Managers and HR Professionals Face in Identifying Serious Complaints Versus Interpersonal Conflicts
- Highlight Potential Risks of Overreacting or Underreacting, Including Impacts on Morale, Resources, and Legal Compliance
Identifying Serious Complaints vs. Employee Drama
- Definition and Examples
- Define What Constitutes a Serious Complaint (for Example, Harassment, Discrimination, Safety Concerns)
- Define Employee Drama (for Example, Personality Clashes, Minor Misunderstandings, Grievances Without Broader Impact)
- Key Indicators for Serious Complaints
- Discuss Red Flags That Suggest the Need for Immediate Action, Such as:
- Allegations of Illegal or Unethical Behavior
- Reports of Harassment or Discrimination
- Issues Related to Safety or WellBeing
- Indicators of Employee Drama
- Describe Common Signs of LowerStakes Conflicts, Including:
- Personal Grievances Without Policy Violations
- Behavior Patterns Tied to Individual Personalities or Communication Styles
Tools for Assessing and Documenting Complaints
- Assessment Techniques
- Introduce Tools for Assessing Complaints, Such as:
- Listening Without Bias
- Asking Clarifying Questions to Understand Context and Severity
- Documentation Best Practices
- Explain the Importance of Documenting Complaints Accurately and Consistently
- Discuss Techniques for Capturing Key Details Objectively and Transparently
- Using Checklists and Protocols
- Provide an Overview of Checklists or Protocols to Ensure Thorough Documentation and Assessment
When to Escalate: Decision-Making Criteria
- Guidelines for Escalating Serious Complaints
- Discuss Criteria for Escalating Complaints Based on Severity, Legal Requirements, and Organizational Policy
- Emphasize the Importance of Involving HR or Legal Counsel When Appropriate.
- Low-Stakes Conflict Resolution
- Provide Strategies for Handling Routine Grievances, Such as:
- Mediation Techniques
- Encouraging SelfResolution Among Employees
- Offering Coaching for Interpersonal Skills
Strategies to Minimize Disruptions and Foster a Positive Work Environment
- Creating an Open Communication Culture
- Share Tips for Fostering a Culture Where Employees Feel Comfortable Raising Concerns Without Fear of Overreaction
- Setting Boundaries on Behavior
- Discuss How to Set and Reinforce Expectations Around Acceptable Behavior, Mutual Respect, and Conflict Resolution
Qanda and Wrap-up
- Address Questions From Participants
- Recap Key Takeaways
- Summarize Essential Points on Distinguishing, Documenting, and Addressing Complaints Effectively
- Additional Resources
- Provide Links to Templates, Checklists, or Relevant Policies
- Closing Remarks
- Thank Participants and Offer Contact Information for Further Questions
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Why Lorman?
Over 37 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.
Credits
OnDemand Course
This course was last revised on November 18, 2024.
Call 1-866-352-9540 for further credit information.
- AR CLE 1.0
- This course has been approved for 1.0 hours of CLE by the Arkansas CLE Board.
- Arizona CLE 1.0
- The Arizona State Bar does not pre-approve or pre-certify MCLE programs. However, records of this program and attendance will be maintained by Lorman Education Services for auditing purposes. This activity may qualify for up to 1.0 hours toward your annual CLE requirement for the State Bar of Arizona.
- CA MCLE 1.0
- Lorman Education Services is a State Bar of California approved MCLE sponsor and this course qualifies for 1.0 CLE hours of participatory credit.
- CT CLE 1.0
- Neither the Connecticut Judicial Branch nor the Commission on Minimum Continuing Legal Education approve or accredit CLE providers or activities. This course has been approved for CLE credit in jurisdictions aside from CT and therefore it automatically meets the content and delivery requirements in Connecticut. Credit is based on a 60 minute credit hour and shall be awarded as follows: 1.0 CLE credit(s).
- GA CLE 1.0
- This program has been approved by the Georgia Commission on Continuing Lawyer Competency for 1.0 CLE hours.
- HI CLE 1.0
- This program was approved by the Hawaii State Board of Continuing Legal Education for 1.0 CLE credit hours.
- MO CLE 1.3
- This course qualifies for self-study CLE credit in Missouri.
- NH MCLE 1.0
- NH MCLE does not approve or accredit CLE activities for the NH Minimum CLE requirement. Lorman Education Services believes this Ondemand course meets the requirement of NH Supreme Court Rule 53 and may qualify for CLE credit(s). Program Length: 65 Minutes.
- NJ CLE 1.3
- This program has been approved by the Board on Continuing Legal Education of the Supreme Court of New Jersey for 1.3 hours of total CLE credit.
- PA CLE 1.0
- This Distance Learning program has been approved by the Pennsylvania Continuing Legal Education Board for 1.0 hours of substantive law, practice and procedure CLE credit.
- RI CLE 1.0
- This program has been approved by the Rhode Island Mandatory Continuing Legal Education Commission for 1.0 hours of CLE credit.
- VT CLE 1.0
- This self-study program has been approved by the Mandatory Continuing Legal Education Board of Vermont for 1.0 hour(s) of CLE credit. Please note: Attorneys may only claim 12 credits per compliance period in this format. This course is considered "Non-Moderated Programming without Interactivity".
- WI CLE 1.0
- This program qualifies for 1.0 hour(s) of ondemand CLE through the WI Board of Bar Examiners.
- WV MCLE 1.3
- This program has been approved by the West Virginia State Bar MCLE Commission for 1.3 MCLE hours.
To earn each credit Lorman offers through the OnDemand learning platform, you need to watch 100% of the program. Also, for certain credits you will need to fulfill additional requirements which will be displayed on the "credits" tab when viewing the course.
This program does NOT qualify, nor meet the National Standard for NASBA accreditation.
MP3 Download
- Arizona CLE 1.0
- CA MCLE 1.0
- CT CLE 1.0
- HI CLE 1.0
- NJ CLE 1.3
- VT CLE 1.0
- WV MCLE 1.3
This program does NOT qualify, nor meet the National Standard for NASBA accreditation.
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Why Lorman?
Over 37 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.
Faculty
William J. Rothwell, Ph.D., SPHR, SHRM-SCP, RODC, CPTD Fellow
Rothwell & Associates, Inc.
William J. Rothwell, Ph.D., DBA, SPHR, SHRM-SCP, RODC, FLMI, CPTD Fellow
- President/Distinguished Professor
- Specializes in HR practice—and especially succession planning and Organization Development
- Published 168 books on HR and related topics since 1987 and delivered 1,600 professional talks in 15 nations over 30 years
- Member of Society of HR Management, Association for Talent Development, International Society for Performance Improvement, the OD Network
- Can be reached by email at [email protected]
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