This video is for HR professionals. Sometimes we feel overwhelmed by complaints from employees and powerless to do anything about them. Maybe it's power dynamics, maybe you don't want to burn your career to the ground. It can be overwhelming. And employees may come with a lot of ideas about what we should do and how we should react. It's a lot of pressure!

So stop. Yes you can and should hear the complaint and there likely is something on. But before you make the determination, get all the facts. And don't get drawn in personally!

I loved this conversation with Heather DranitsarisHilliard and Dr. Anne Dranitsaris of Caliber Leadership Systems because I've fielded many employee complaints. Often, it feels like I am walking a knife's edge. I fear making the employee more angry (and at me) or throwing my client under the bus. Or just that I should have been able to make the employee feel better, but I didn't.

Anne and Heather have a few areas of expertise and one of them is definitely handling complaints! And their advice for HR is pragmatic...

‍♀ The employee will tell a story that works in their favour. Could be 100% true, but let's be honest: Do you tell the whole objective truth when you complain?

Most often there's far more history and context.

Don't apologize!

When you sense this happening, pull back. Don't fall in and rescue.

I felt better after this. Maybe you will too!

0:00 Intro
1:06 What usually happens
3:16 Rookie mistakes
5:21 Avoid getting pulled in!
7:18 Finding a safe middle ground
11:14 Getting them to a calmer state
12:24 What else should HR do?
14:44 What are the best things to say?
16:24 Good questions about the real issue
20:19 Final pieces of advice

Dismantling Dysfunction Podcast: www.dismantlingdysfunction.com
Website: www.dranitsarishilliard.com / www.caliberleadership.com
YouTube Channel:    / dranitsarishilliard  

Find me (Andrea) at www.thehrhub.ca. I'm an HR consultant as well as YouTuber and provide a wide range of consulting support.