According to one survey, most workers say they take their initial complaints about a concern or problem to their manager. Unfortunately, about a third of managers say they’re not prepared to handle these encounters. You can help by giving them some tools and skills:
- Train them on what situations they can handle on their own (such as tardiness, inappropriate clothing, or minor policy infractions) and those they need to refer to HR such as harassment, bullying, or violence.
- Encourage them to address this issue quickly. They may not be able to solve the problem, but managers can be expected to lead, provide support, and help determine next steps.
- Teach them to listen, learn, and counsel. Help them realize they’ll get a better understanding of issues by asking the right questions and listing carefully to responses.
- Ensure they know what to document and how. This includes communicating next steps and what issues were referred to HR or other sources.
