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Step 2: Complaint & Resolution Process for Stopping Workplace Bullying

By admin | February 10, 2010

What You Can Do To Create Your Template for a “Bully Free at Work” Workplace Bullying Policy!”

Have you ever been in a store or restaurant and the person helping you is indifferent to your customer experience while the sign above their heads reads: “We value our customers”?  It’s almost as if they are saying: “If the customer would just go away, I could get my work done.”  Without the customer, there is nothing else.  The same can be said for organizations.  Without effective loyal employees, there is nothing else.  That is why it is imperative to make sure your complaint and resolution process fully supports all involved.  Want to gain credibility and trust with your employees?  Step 2: Complaint and Resolution Process will show you how!  Last week we had fantastic feedback on the specific step-by step elements in creating an actual workplace bullying policy: Policy, Statement & Examples

This week we are diving into the complaint process you can take to resolve workplace bullying.  It is vital that you add this to your policy.  It is the ‘oil to the car’ to ensure your policy is understood and can be used with ease.  Be sure to read through and begin implementing these ideas that have worked for organizations all over the world.  (Feel free to pass this onto other people in your organization and ‘ask them for their opinion’!)

Step 1: Purpose, Statement & Examples
Step 2: Complaint and Resolution Process
Step 3: Taking Action in a Safe Environment for Win-Win Results
Step 4: Consequences of Bullying Behavior
Step 5: Creating Buy-In to Your Workplace Bullying Policy.
Step 6: Your Questions Answered!

Step 2: Complaint and Resolution Process
Template for Creating Your “Bully Free at Work” Workplace Bullying Policy:

If you are being bullied at work:

1. Keep a Bully Free at Work Log: Include incidents (date, times, locations, possible witnesses, what happened, your response).  You do not have to have a record of events in order to file a complaint; however, being able to show the repeated nature of the bullying will be key to gaining support.
2. Attempt first, if you can, to tell the bully his/her behavior is unwelcome and ask him/her to stop.  Let them know you will not tolerate this behavior and that you will take action with your boss if these specific behaviors do not change (and be prepared to follow through).  Note: For a step-by step log documentation (Page 100) and ‘How To Confront the Bully for Resolution’ (Page 168) be sure to get the how-to’s in Bully Free At Work.  This goes into much more detail and it is also a go-to guide to make sure you have the confidence, capability and composure you need before making a move.
3. Your policy should be able to identify the appropriate contact people.  Note the people to contact if there is a problem.  This contact list is to be available to all levels within the organization.
4. Document how to file a workplace bullying complaint.  If, after asking the harasser to stop his/her behavior, the bullying continues, report the problem (along with your documentation), to one of the following individuals:
   1. Your direct boss to first of all avoid insubordination.
   2. If the bully is your boss, then an appropriate ‘same level of authority’ manager.  Note: If you are worried about approaching this person, ask for the invitation to share.  “May I share something with you and ask for your advice in the best support of the organization?”
   3. Department manager.
   4. Director of Personnel or Human Resources.
   5. Union representative.

Resolution Process:

1. Informal resolution: (See page 168 in Bully Free At Work for a full process):

• This should be an option as long as all parties involved agree to it.
• It can be an open dialogue between parties to work through the problem.
• This option would require the person charged to be receptive to information about the effects of their abusive behavior.
• The target usually has to initiate the discussion.  For best results, have witnesses, take witnesses and/or utilize your authoritative power in your boss’ support or the assistance of another authority figure.  This authority line should be noted for a  Bully Free at Work policy to be effective.

2. Formal resolution or Intervention:

• Examples include mediation, negotiated agreements, restorative justice, other resolutions agreed to by all parties.
• Most often used if the manager or authority is unaware or unwilling to conduct a successful resolution process between the two parties.
• Accessing a specialist or bringing in a qualified intervention specialist is key for the target to feel like they can use the system with confidence.

Note:  Your written policy should:

1. Show the process of complaint documentation toward a resolution outcome of who to approach and what to expect.
2. Outline what to do next if the process as outlined is not working i.e. one’s direct boss, HR or a ‘go-to-person is not complying with the process as stated.
3. Be accountable to both the target and noted bully for behavior change according to the values of your organization.

Join us next week for Step 3: Taking Action in a Safe Environment for Win-Win Results.

Valerie Cade, CSP is a Workplace Bullying Expert, Speaker and Author of “Bully Free at Work: What You Can Do To Stop Workplace Bullying Now” which has been distributed in over 100 countries worldwide. Valerie Cade, CSP is a Workplace Bullying Expert, Speaker and Author of “Bully Free at Work: What You Can Do To Stop Workplace Bullying Now” which has been distributed in over 100 countries worldwide.  Feel free to contact Valerie to speak for your organization to inspire your organization to create a respectful workplace, to inform your people about workplace bullying and what they can do or to implement a workplace bullying policy that works.

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Topics: Tips | 1 Comment »

One Response to “Step 2: Complaint & Resolution Process for Stopping Workplace Bullying”

1. Claudia Burton Says:
   February 17th, 2010 at 6:51 pm

   Your book and all of your articles are great!! The complaint and resolution process is also. I had to contact the Director of HR in the company I work for and was not told of any bullying policy and I was told that he would be working with my Manager. I have heard “nothing” since then and have seen no change. It’s as if they choose to ignore this type of behavior and would like to push any complaints under the carpet. But I have really appreciated this information. It keeps encouraging me. Thanks so much!!!

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