This post was contributed by Heather Johnson, who is an industry critic on the subject of how to become a nurse. She invites your feedback at heatherjohnson2323@gmail.com. Additionally, some of my own comments follow her article. Thanks Heather!

6 steps to keep Employee Complaints from Escalating

If an employee is unhappy then the best thing you can do is let him or her vent about the issue that’s bugging them. The worst thing that can happen is that the employee lets the situation fester. This is when a simple problem can escalate to one on a much larger scale. Something that could have been kept in-house could lead to the employee seeking counsel if the issue is that important. There’s no way to prejudge how important something is to an individual until it’s too late. Follow these six steps to keep the employee happy and, in turn, your business running smoothly:

  1. Let the employee come forward on his or her own. The employee m ay be embarrassed or extremely agitated about the situation.Accordingly, they may realize that they need time to assess their feelings. When they’re ready to discuss the problem meet with them behind closed doors for their privacy.
  2. Consider the facts. Let the employee explain the situation. Take notes during the meeting. Your experience will allow you to separate the facts from the emotions that are sure to come into play.
  3. Have the employee put it in writing. By having the employee write down his complaint the possibility for misunderstandings down the road will be drastically limited. Encourage the employee to do this and let him or her know that this standard procedure and in his or her best interest as the situation unfolds.
  4. Investigate thoroughly. After the initial complaint has been lodged, talk to the employees being named in the complaint. Get their sides of the story in writing. During this process, take notes and consider just the facts as you weed out the emotions that will be present.
  5. Ask for witnesses.If there are any witnesses available that can corroborate the complaint or dismiss the allegations talk with them as soon as possible. Again, ask for a written statement and take your own notes during the interview process.
  6. Make the judgment on the facts. Once you’ve collected all the statements and can properly weigh the facts it’s time to levy a judgment. Try to avoid involving attorneys, but if it comes to that point act swiftly. Consider the ramifications for your company. If possible, seek a non-biased mediator to assist in the matter. This can alleviate the complainant’s fears that he is going to get snowballed in the matter and will make everyone feel better about the process.

Chuck Krugel’s comments: Relative to employee venting, an employer has to pay attention to when, where , to whomand why and employee vents. For example, if the employee just doesn’t like the employer, then it’s probably best to do that away from customers and other employees.

If the employer learns of a situation, not directly from the involved employees, but from a witness or other party, the employer might still be legally obligated to investigate and take corrective action. By not doing so, the employer may be exposing themselves to legal liability and the loss of money.

Additionally, it’s not possible to always get a complaint in writing from the employee or a written statement from a witness. Sometimes, the employer has to document a witness’ statement or a verbal complaint from an employee. This is especially true where the employee is unable to write or the employee doesn’t speak or write in English well.

Finally, with respect to fact gathering and checking, an employer isn’t required to prove something as a matter of fact in order to take action. An employer just has to be reasonably sure that something occurred; the employer isn’t legally required to prove as a matter of fact or even “beyond a reasonable doubt” that something occurred.