You’re running your business, managing your team — and suddenly, someone pops into your office with, “Hey, can I talk to you about something?”
Congratulations! You’re officially dealing with an employee complaint.
It might be something small (“the fridge smells like death”) or something serious (harassment, discrimination, safety issues). Either way, it’s yours to handle now.
The good news? You don’t have to be an HR expert to do it right. You just need a calm process, a little documentation, and some solid judgment.
Here’s how to get through it:
✅ Step 1: Listen First, Solve Later
When someone brings a complaint, your first job isn’t to fix it on the spot.
It’s to listen — fully and thoughtfully.
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Let them explain in their own words.
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Keep your questions simple: “Can you walk me through what happened?”
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Don’t rush to jump in with solutions. Get the whole story first.
🔑 Why it matters: Giving them real airtime shows respect, and helps you gather the facts you’ll need.
✅ Step 2: Take Clear Notes
You don’t need a formal transcript, but you do need a record.
Capture the basics:
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Who was involved
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What happened
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When and where
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Any witnesses mentioned
Stick to facts, not opinions. You’re creating a neutral record you can reference if things move forward.
✅ Step 3: Set the Right Expectations
It’s tempting to say, “I’ll fix this!” or “This stays just between us!”
Don’t.
A better move:
“Thanks for bringing this to me. I’ll look into it and keep you updated.”
You stay honest, keep their trust, and leave yourself room to handle it properly.
✅ Step 4: Know When It’s Bigger Than You
Some complaints are quick fixes. Others — harassment, discrimination, threats — require formal follow-up.
When you’re unsure:
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Escalate to leadership.
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Call in HR support or legal help.
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Take it seriously, even if it’s uncomfortable.
🔑 Rule of thumb: If you wonder, “Is this a big deal?” — it probably is.
✅ Step 5: Circle Back
Even if you can’t share every detail, always close the loop.
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Thank them for bringing it to you.
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Let them know it was handled appropriately.
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Keep it professional and short.
It builds trust — and shows you take concerns seriously.
📝 Bottom Line
Handling complaints isn’t about being perfect. It’s about being steady, respectful, and proactive.
Listen carefully. Take notes. Follow through. Ask for help when you need it.
You don’t have to have all the answers.
You just have to show up and take people seriously.
💡 DIY HR Tip:
If someone says, “It’s probably nothing, but…” — listen closely.
It’s almost never nothing.
