As an HR professional, it can be a trying and disappointing time when an employee files a complaint of harassment or bullying. You need to get into action mode immediately and follow the procedures that you have in place for these types of complaints.
It can be a real challenge to investigate a harassment or bullying complaint if you don’t have a company policy in place that outlines the necessary steps to take. Even if you feel that a complaint of this kind may have a negative impact on your company, implementing the proper procedures is necessary to safeguard your organization.
Twelve members of Forbes Human Resources Council share the single most important step for HR to take after receiving a report of workplace bullying or harassment. Here’s what they had to say:
1. Say "Thank You"
Acknowledge a report of workplace bullying or harassment by first thanking the person who reported this because it is not an easy thing to do. Maybe your investigation shows that it did not happen, but if it did, a "thank you for reporting it" makes a world of difference. - Lotus Yon, NCH
2. Take The Time To Listen And Understand
Taking action is critical, but before an HR professional can take the right course of action, it's important they really listen and gather all the important details. This not only helps the submitter feel like their concern is taken seriously, but it also helps the professional fully evaluate the best next steps. - Heather Doshay, Rainforest QA
3. Get All The Facts
All actions are based on facts. It is critical to promptly collect accurate, unbiased facts quickly before taking any action. The information collected can then be used to determine severity, risk, scope and circumstances around the incident. Nothing is more dangerous than operating with incomplete information. - Ben Weber, Vendor Resource Management
4. Act Confidentially
To show the organization takes harassment allegations seriously and to get the most accurate information from those involved in the investigation, it is imperative that HR moves swiftly and confidentially. The longer you take to investigate, the easier it is for people to forget information. Also, confidentiality is key to combatting retaliation and ensuring people are not coerced to retract their claim. - Charlene Collier, Capitol Consulting Group
5. Set The Expectations
Harassment and bullying in the workplace complaints must be addressed immediately, and the single most important step is to make sure that everybody reviews the harassment/bullying policy and understands that retaliation will not be tolerated. Reviewing the policy assures the common understanding of the company stance, and creates expectations and accountability among the parties involved. - Angeles Escalante, SPHR, Tyson
6. Investigate, Document And Act
HR should thoroughly investigate any report of workplace bullying or harassment immediately after receiving a complaint. They should speak with both parties, while documenting all conversations. They should then make sure the bully or harasser is held accountable for his or her actions and disciplined according to company policy, while offering support to the victim through counseling, coaching or stress management. - John Feldmann, Insperity
7. Communicate, Communicate, Communicate
Respond to the complaint right away by setting up time to talk to those involved. This will let the complainant know you take this seriously. Immediately let upper management know — you never know if the situation will escalate and it's better to overcommunicate than undercommunicate. Notify those involved when the investigation is complete while maintaining confidentiality on your findings. - Michele Gonzalez-Pitek SHRM-SCP, Pitek Consulting
8. Respond Promptly
The single most important step for HR to take after receiving a report of workplace bullying or harassment is to respond promptly. The next step is to conduct a thorough investigation of all parties. During the investigation, HR must treat all parties with dignity, respect and objectivity, ask questions to fact find, use active listening skills to be able to respond with follow-up questions and document, document, document. - Sherry Martin, OmniTRAX
9. Be Quick, But Don't Hurry
HR should act on the company's bullying/harassment response plan the moment there is a complaint. Interview all appropriate parties and document everything. Don’t be in a hurry to get it over with. Instead, get to the truth, then deal with discipline/punishment. Also, closely monitor the complainant to ensure there aren't any retaliatory actions from co-workers, management or the person accused. - Cameron Bishop, SkillPath
10. Follow The Process
Follow the process your organization has outlined to manage reports of harassment or bullying. This ensures all reports are acted upon in a consistent, appropriate manner, and minimizes any missteps during the process. Document conversations, and immediately engage your legal counsel to review next steps before you act and ensure you are following the most appropriate course of action. - Meg Battle, Rabin Martin
11. Ask "Why"
All complaints should be handled promptly and in a serious and professional manner. The most important step to me is figuring out the "why." Why did this happen? Obtaining information about the "what" is important to understand and document to support future concerns regarding litigation. But, the "why," I find, is helpful in determining if the situation is an anomaly, a trend or potentially something that has been ongoing and never reported. - Tracy Bittner, SPHR, Ionic Security Inc.
12. Teach People How To Deal With Bullies
HR can't prevent people from acting like bullies in the office. When you mix ego-driven people at work, it's bound to get tense. Thus, teach people how to speak up to people who bully and get help when needed. At times, the bully is their superior, but if a person can learn how to deal with a bully, they will learn a valuable skill they can take with them for their career. - Ben Martinez, Secret Tech Sauce Talent
