The following are case studies of complaints we resolved using workplace assessments and leadership coaching.
Coaching to Use Internal Resources
The Complaint
The complainant was a supervisor who lodged a written complaint against a new manager. The complaint alleged favouritism, belittling comments, frequently changed directions, and suggestions and ideas often dismissed by the manager.
What We Did
We asked a series of questions and found that leaders had addressed the same concerns with the new manager on two previous occasions. They had direct experience with the manager and verified the examples used by the complainant. We recommended they follow their performance management process. We were available to coach the leaders through the action plan and conversations.
Result
Investigation costs were significantly reduced. The organization continues to contact us to review complaints, and we work together to determine the best way forward
Coaching to Resolution of a Harassment Complaint
The Complaint
The complainant was a female professional who came to Human Resources asking for assistance. She did not want to bring forward a formal complaint; she wanted the behaviour of her recently appointed Supervisor to change.
The Supervisor was blowing kisses to her from across the office. He signed his emails to her with “Kiss Kiss.” She was embarrassed and she was afraid to say something to him directly or to file a formal complaint. She believed that an investigation would hinder how they worked together. She appreciated their working relationship except for the overly familiar references.
What We Did
We interviewed the complainant and understood her concerns. She stated she was not threatened in any way, but she was embarrassed by the behaviour and felt she was being treated unprofessionally.
We conducted an email search and verified the familiarity in his emails and that he signed off the emails with “Kiss Kiss.”
We recommended the Senior HR leader meet with the Supervisor to discuss the expectations of professional conduct in the office. The Senior HR leader had verification of aspects of the complaint without requiring a formal investigation and disruption of the workplace.
Result
We offered to provide an alternative process to resolve the concern and maintain the working relationship. The Senior leader had the coaching skills to follow up and work with both employees to resolve the complaint and monitor the performance of the supervisor.
Workplace Assessment Case
The Complaint
Human Resources leaders received a discrimination complaint against a supervisor and a foreman. Over the previous year rumours and informal comments from others surfaced about the volatile nature of leadership on the shift.
What We Did
We conducted an anonymous workplace assessment with 15 crew members and two leaders. The questions were based on the company’s values and our discussions with senior leaders. We asked all the participants for suggestions about improvements and what currently worked well. The complainant was asked if the results of the workplace assessment would be sufficient to address his complaint. He agreed. A summary of the recommendations and management actions was given to the complainant at the conclusion of the review.
The Review provided new information to senior management. Leadership was surprised at the numerous examples of volatile behaviour and bullying summarized in the report. They were unaware of the behaviours as they had positive working relationships with the supervisor and the foreman. The senior leaders had not previously heard the concerns.
Result
The assessment showed a link between how the crew was supervised and the increased number of near misses and safety concerns. Senior leadership took action to change the behaviour of the Supervisor and the Foreman. A six-month follow-up was conducted to determine the effectiveness of the workplace changes and action plans.