Conducting Informal Dignity @ Work Meetings

The aim of both the informal and formal meetings is to encourage both the complainant and the person complained of to resolve their issues and work together to build a constructive working relationship.

The following general principles may be useful for Managers when conducting informal meetings, whether with the complainant and person complained about together or separately: 

• approach the meetings positively and calmly

• prepare the key points for the meetings and possible solutions in advance

• be sensitive, the person complained of may not know there is a problem

• be factual and give examples, do not express personal opinions

• be specific and avoid generalisations

• ask open questions to enable both the complainant and the person complained of to effectively self-review and identify options for resolving the issue

• listen to both employees and take what they say on board

• use a friendly tone and open body language

• ensure a problem-solving approach, seek to identify all possible options and agree the best plan for resolving the situation

It is suggested that the Manager meets first with the complainant, then with the person against whom the complaint has been made, and finally with both together.  The following guidance applies to all three meetings:

Preparation

• establish the facts of the complaint

• reflect on what you know about the complainant and the person against whom the complaint has been made

• decide what questions you will ask the parties concerned to help them reflect on their behaviour

• check relevant policies and seek support from your HR Business Manager/Adviser if you need it

• plan the meeting and be clear what you are aiming to achieve

• be prepared to listen and react calmly and professionally

During the meetings

• Begin the conversation by explaining the purpose of the meeting

• Set out the structure of the meeting

• Agree ground rules for the meeting

• Adopt a calm and professional manner and use supportive and encouraging gestures, such as nods of the head and smiles

• Make eye contact: look at the speaker directly without staring

• Take notes: jot down key words and use these for later questions

• Look interested by facing the speaker, altering your facial expression and staying relaxed and calm

• Ask questions – but try to avoid interrupting

• Explain to those present the boundaries of confidentiality – both prior to and after the meeting (see section 5.1.3 of the Dignity at Work Procedure)

Meeting with the complainant

• Ask the complainant to detail their complaint

• Ask the complainant the impact the problem is having on them, and, if appropriate, their team and the organisation

• Listen to what the complainant has to say – they may need to fully express how they feel

• Keep an open mind and don’t jump to conclusions

• Acknowledge their view of events and any mitigating circumstances they raise

• Introduce your questions and explore the issues together

Agree a way forward 

• Ask the complainant for proposals to resolve the situation

• Discuss the options

• Make a decision about the best solution, actions and timescales

• Record the outcome

Meeting with the person against whom the complaint has been made

• Tell the person complained of what the complaint against them is.

• Explain the impact the problem is having on the complainant, and, if appropriate, the team and the organisation

Ask for a response

• Listen to what s/he has to say – s/he may need to let off steam

• Keep an open mind and don’t jump to conclusions

• Acknowledge their view of events and any mitigating circumstances they raise

• Introduce your questions and explore the issues together

Agree a way forward 

• Ask the person against whom the complaint has been made for proposals to resolve the situation

• Discuss the options

• Make a decision about the best solution, actions and timescales

• Record the outcome

Meeting with both parties

• Outline what was discussed and agreed in separate meetings

• Listen to what the complainant and person against whom the complaint has been made have to say in response

• Acknowledge their views and any mitigating circumstances they raise

• Introduce your questions and explore the issues together

• Record outcomes with dates and changes to behaviour required

• Record how the outcomes will be reviewed