When Employees Complain To HR
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- เผยแพร่เมื่อ 7 มิ.ย. 2024
- 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 Dranitsaris-Hilliard 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.dranitsaris-hilliard.com / www.caliberleadership.com
TH-cam Channel: / dranitsarishilliard
Find me (Andrea) at www.thehrhub.ca. I'm an HR consultant as well as TH-camr and provide a wide range of consulting support.
This is a good demonstration of why employees should not ask HR for help to resolve conflicts. HR is not paid to be mediators, to give you a fair hearing, or to get to (or tell) the truth. Their role is to protect the employer, and the onus is on the employee to provide evidence of harassment, bullying and discrimination. When employees recognize this, they can make the right decisions to protect themselves.
WOAH.. Every single one of you guys should NOT BE IN HR!
Thanks for the video. Employees often think they can go to HR for support and fix bullying and unethical work practices but as you show in your video, HR will assume it's whining and complaining on the part of the employee, perhaps even laugh at their problems as you do in this video, and then will do nothing to help them. If a colleague asks me if they should go to HR, the answer is "NO!" and we can link them to this video to explain why.
I am hearing you each belittling the employees over and over. Projecting them as whining. You are defaulting to defending management and no where to I hear you seeing the issues brought to your attention as legitimate misbehavior by management. Shame on you all
HR is not your friend. This seems to be proof positive!
Three horrible human beings is what I’ve just witnessed. You have just demonstrated why companies shouldn’t waste money on HR departments.
Why do HR support bullies by going after people who complain instead of taking care of the problem.
HR make the mistake of thinking the manager is always right. In my experience management are usually wrong, I’ve witnessed some horrific situations, and seen HR fire the innocent person.
Most countries require companies to ensure your workplace is safe, by ignoring these issues and pushing out the potential victims you open your companies up to litigation. Empathy and being patronising are very different things.
I know HR are very much like your group but it is horrific to hear how you all think, I’d hate to work in your companies.
The three of you are programmed to say stuff and you are not even giving these employees the benefit of doubt, by default you think employees just whine & make up things in their head and you seem proud to make fun of people who might even have life threatening work situations. Was part of your resume not having humanity towards others? because it shows clearly!
I agree. Until the tables are turned and then people empathize with the abuses others endure from irrational management.
This was hard to watch
Yuck
This discussion is appalling. These women assume that every employee coming to HR is irrational about their situation and crybabies. Most employees do not want to come to HR and wouldn't unless there really is an unfair situation. These women are assuming that "the story" is not explaining the real issue. This is indicative of HR laziness in not wanting to understand the issue but oversimplify and deflect because they aren't capable of handling a nuanced situation.
You three have cognitive empathy but that’s the extent of if. You play mind games. Typical.