Fraser Valley Subsection:Triaging Complex Workplace Complaints – November 14

Are you responsible for managing workplace complaints like bullying and harassment? Do you struggle to differentiate between troublesome behaviours and more severe issues, or wonder when to escalate a situation to a formal investigation? This presentation will offer practical strategies for triaging workplace complaints, guiding you through troublesome behaviours and distinguishing between interpersonal conflicts, misconduct, and more severe concerns. Identifying and addressing troublesome behaviours can be challenging because they can be subtle, difficult to define, and sometimes not covered by clear-cut policies. Many behaviours, like gaslighting or condescension, can be subjective and more complex to prove than more overt misconduct. Additionally, you may struggle with balancing fairness, confidentiality, and avoiding perceptions of bias, especially when the behaviours are part of ongoing interpersonal dynamics rather than isolated incidents. We will also discuss how to address troublesome behaviours such as condescending attitudes, gatekeeping, passive-aggressiveness, micromanagement, exclusion, disrespectful communication, favouritism, blame-shifting, and chronic complaining and determine the most appropriate response. Attending this webinar gives you valuable insights into handling these complex scenarios and ensuring fair and effective resolutions. Don’t miss this opportunity to boost your confidence in managing workplace dynamics. Veronica Lyver, a Chartered Professional (CPHR), brings over 25 years of senior HR management and professional coaching experience to her consultancy, Estelle HR Solutions Inc. Specializing in conflict resolution, workplace dynamics, leadership development, and performance development coaching, she has worked with diverse sectors, including hospitality, non-profits, and Indigenous organizations. Veronica is committed to providing practical solutions that foster respectful, productive workplaces and drive business success.  Key Topics:

• Types of Workplace Complaints: Differentiate between complaints such as discrimination, harassment, and safety violations, and discuss the factors that add complexity.
• Triage Process: Assessment techniques, prioritization criteria, and the importance of documenting all complaints and findings.
• Recognize and Identify Troublesome Behaviours: Define the problem clearly by understanding the behaviour.
• Addressing Behaviours: Addressing troublesome behaviours such as incivility, condescending attitudes, and gatekeeping involves a balance of empathy, clarity, and accountability.

 Troublesome behaviours, left unchecked, can erode trust, morale, and overall workplace culture. These behaviours often lead to increased stress, decreased productivity, higher turnover rates, and potential legal issues. Addressing them promptly helps prevent escalation, promotes a respectful and inclusive environment, and ensures all employees feel valued and supported, contributing to long-term organizational success. Who Should Attend: This session is designed for HR professionals, team leaders, HR managers, and anyone managing complaints. The session will be recorded and available to those who registered but couldn’t attend. NOTE: the link will be emailed out two days in advance For further information contact: Fraser Valley Subsection Chair – Cheryl Scott   [email protected]