This video offers tips for taking grievances, including communication during the conversation, questions to ask, and things to listen for in order to discern what's really happening (e.g., harassment or conflict or bullying).
- How do you distinguish between complaints about conflict,…bullying, or harassment?…Well, the communication you use…during your grievance meeting will make all the difference…in getting to the answer,…so let's start there.…Understand that anyone filing any sort of complaint with you…is doing so because they trust you,…and they need your help.…The decision to share their experiences with you…is not an easy one.…This person is seeking your support and guidance.…So, the goal of your initial meeting…is to understand this person's side of the story,…and to provide empathy,…but you also cannot show too much of a reaction.…
If you respond with,…I can't believe that happened,…the person filing the complaint will think that you…have definitely taken their side,…but without interviewing the other person,…it's too soon to do that.…Also, be sure you don't make any assumptions,…or pass judgement as you're listening.…Be totally neutral as you take notes,…ask open-ended questions,…and actively listen to everything this person has to share.…
She defines the key differences between conflict, harassment, and bullying, and helps you assess the prevalence of bullying in your organization. You'll learn the importance of stepping in to stop it, and coaching those identified as bullies. Catherine also highlights the role leadership plays in exemplifying the right behavior and being transparent about supporting a healthy workplace. To create a positive workplace that's free from bullying, she suggests a healthy workplace corporate policy, tying positive behavior to corporate values, ongoing training, and the use of performance management.
- Bullying vs. harassment vs. conflict
- The costs of workplace bullying
- Assessing the prevalence of bullying in your organization
- Stepping in to stop bullying
- Implementing a corporate policy
- Implementing training programs
- Leading a culture change initiative to effectively prevent bullying