How Managers Can Respond When an Employee Raises a Harassment Concern

Managers and supervisors may be among the first people employees approach when they have a concern about workplace conduct. How a manager responds can influence whether the employee feels heard and whether the concern reaches the appropriate person within the organization.

Managers do not need to determine whether a complaint is legally valid. Their role is to listen carefully, avoid dismissing the concern, follow company procedures, and make sure the matter is directed to the appropriate person or department.

Listen Carefully

When an employee raises a concern, managers should give the employee an opportunity to explain what happened.

A manager should:

• Listen without interrupting unnecessarily.
• Remain professional and calm.
• Allow the employee to explain the concern in their own words.
• Ask only appropriate questions needed to understand the situation.
• Avoid making assumptions about the employee or the other person involved.

A supportive initial response can help ensure that important information is not overlooked.

Avoid Dismissive Responses

Managers should avoid minimizing an employee's concern or immediately characterizing conduct as "just a joke" or "not a big deal."

Even when a manager does not personally view an interaction as problematic, the concern should still be handled according to company procedures.

Managers should also avoid promising a specific outcome before the appropriate personnel have reviewed the matter.

Follow Company Procedures

Once a concern is raised, managers should know what their organization's policies require them to do.

Depending on the company's procedures, this may involve:

• Documenting relevant information.
• Notifying HR or another designated department.
• Preserving relevant workplace records.
• Following internal reporting requirements.
• Maintaining appropriate confidentiality.
• Cooperating with any subsequent investigation.

Managers should not attempt to conduct their own informal investigation if company procedures require the matter to be handled by HR or another designated person.

Escalate the Concern

A manager should know where workplace concerns need to be directed. This may be HR, an employee relations team, a designated compliance contact, or another person identified in the organization's policies.

Escalating the concern allows the appropriate personnel to determine the next steps based on company policy and applicable law.

If the manager is the person named in the complaint, employees should have alternative reporting channels available.

Avoid Retaliation

Employees who raise workplace concerns may have legal protections against retaliation in certain circumstances.

Managers should therefore avoid treating an employee differently because they made a complaint or participated in a workplace investigation. Employment decisions should continue to be based on legitimate, consistently applied workplace considerations.

Managers should also understand that retaliation concerns can arise even when the original complaint is not ultimately substantiated.

Maintain Professionalism During the Process

A workplace concern can affect relationships among employees, but managers should continue to reinforce professional conduct while the matter is being addressed.

Managers should avoid discussing the complaint unnecessarily with coworkers or encouraging employees to speculate about the situation.

Employees involved in a workplace concern should be treated professionally, and information should be shared only with those who have a legitimate need to know under the organization's procedures.

The Importance of Manager Training

Sexual Harassment Training | TAP Series® can help managers and supervisors understand their responsibilities when employees raise workplace concerns. 

Training can reinforce practical skills such as listening appropriately, recognizing when a concern should be escalated, following reporting procedures, understanding retaliation awareness, and maintaining professional workplace relationships.

It can also help employees understand where they can report concerns if they are uncomfortable approaching their direct supervisor.

A Practical Response Framework

Managers can remember a straightforward approach when an employee raises a concern:

• Listen: Give the employee an opportunity to explain the concern.
• Acknowledge: Take the concern seriously without making assumptions or promising an outcome.
• Follow: Use the organization's established reporting and response procedures.
• Escalate: Notify the appropriate person or department.
• Support: Maintain professionalism and avoid retaliatory treatment throughout the process.

This framework is not a substitute for an organization's specific policies or legal guidance. Managers should follow the procedures established by their employer.

Common Manager Mistakes to Avoid

Managers can create additional problems when they respond to workplace concerns informally or dismissively.

They should avoid:

• Telling an employee to ignore the situation.
• Suggesting that the employee caused the problem.
• Promising complete secrecy when company procedures require escalation.
• Confronting the accused employee without following company procedures.
• Conducting an independent investigation when they are not responsible for doing so.
• Discussing the complaint unnecessarily with coworkers.
• Treating the reporting employee differently afterward.

Key Takeaways for Employers

Employers should make sure managers understand:

• How to receive a workplace concern.
• What information should be documented.
• When and how concerns must be escalated.
• Who is responsible for handling investigations.
• How to maintain appropriate confidentiality.
• What retaliation can look like.
• Where employees can report concerns if their supervisor is involved.

Clear procedures and manager training can make it easier for supervisors to respond consistently when concerns arise.

Broader Implications for Employers

A manager's response is an important part of an organization's overall workplace conduct process. Employees may be more willing to use established reporting channels when they understand that their concerns will be directed appropriately.

For employers, providing managers with clear procedures and training can help reduce confusion about what supervisors should and should not do when an employee raises a concern.

Conclusion

Managers do not need to investigate or resolve workplace complaints on their own. Their responsibility is to respond professionally, listen carefully, avoid dismissive reactions, follow company procedures, and escalate concerns to the appropriate person or department.

Regular training can help managers understand these responsibilities before they are faced with a difficult workplace situation. Clear procedures, consistent leadership, and accessible reporting channels can give employees and supervisors a better understanding of how workplace concerns should be handled.