TTrueConductAcademy
Lesson 4.3 of 10Module progress: 5 of 14

Supervisor Foundations · Lesson 4.3

INVESTIGATE BEFORE JUDGING

A supervisor may receive a complaint and feel certain they know what happened.

That certainty can be wrong.

Useful questions include:

  • What happened?
  • Who was present?
  • What instruction had been given?
  • What information was available?
  • Was there a handover?
  • Was the procedure clear?
  • Is there documentation?
  • Are there relevant messages, records or system information?
  • Does the employee have an explanation?
  • Is there another side to the story?

Investigation does not need to become a courtroom.

It simply means gathering enough reliable information before reaching a conclusion.

Poor

“The customer said you were rude, so you must have been rude.”

Better

“A customer reported that the interaction became disrespectful. I want to understand what happened. Walk me through the conversation.”

WORKPLACE EXAMPLES

EXAMPLE 1 — HOTEL

A guest says housekeeping entered the room without permission.

BETTER RESPONSE

Before blaming the housekeeper, the supervisor checks the room-status information and learns the room had incorrectly been marked vacant.

EXAMPLE 2 — RETAIL

Money is missing from a till.

BETTER RESPONSE

The supervisor should not accuse the last cashier automatically without reviewing the handover and transaction records.

EXAMPLE 3 — SCHOOL

A parent says a staff member ignored an important message.

BETTER RESPONSE

The supervisor discovers the message was sent to an inactive contact number.

EXAMPLE 4 — LOGISTICS

A customer says the driver never attempted delivery.

BETTER RESPONSE

The delivery record shows an incorrect address was entered into the system.

Remember

A complaint is information.

It is not automatically a verdict.

Workplace action

Before deciding who is responsible, identify at least two facts you need to confirm.

Quick Check

Which response best reflects “investigate before judging”?