When should you conduct an investigation?

When a conflict occurs in the workplace, the quality of the resolution is often determined by the first step, which is the decision to conduct a workplace investigation.

Many people are intimidated by an investigator and that fear is mostly based on the unknown.  Ironically, that is exactly where RichwoodConsulting Group starts any investigation interview, by pointing out that the investigator does not have any information or bias and there is a clean slate.  With training, a good investigator doesn’t make judgments but can listen impartially and calmly.

That’s the whole purpose of an investigation – to provide a fair and impartial atmosphere where both sides are heard.

So, what are the important points to consider when making the decision to investigate?

Are the facts disputed?

Did the act violate a policy or the law?

How does the complaint affect the complainant (e.g., a violation of his or her status in a protected category or a violation of the employer’s rules or practices?)

Is the problem a matter of workplace conflict that is more appropriately handled with organizational assessment?

These questions are not simple and for good reason.  An investigation is a serious step and should never be used as a scare tactic to force either side to give up rights.  Everyone should know, at all times, that a professional investigator is there to protect everyone’s rights while defending neither side.

It’s worth mentioning the idea of perspective.  A trained professional investigator can offer a viewpoint that is not clouded by personal agendas.  He or she has no stake in the outcome and will not steer anyone into an unnecessary investigation.  Not only would such an act be unethical, a good investigator will explain the process so that everyone understands why an investigation would be necessary and develop a level of expectation for the process and outcome.

RichwoodConsulting Group can help you through this first step and set you on the right road to a healthy and mutually beneficial resolution.

Best Practices

There are many ways to approach a job but some methods are more effective than others.  Professionals who specialize in a particular type of work have the opportunity to learn from a large body of experience, therefore they gain a strong sense of what works or doesn’t work.

Then there are professional organizations, where people can pool their ideas to create best practices, helping the majority of members to avoid mistakes that some members discovered the hard way.

The Association of Workplace Investigators, Inc. is just such an organization and its commitment to excellence is why Richwood Consulting maintains an active membership.

The AOWI’s mission is to address both internal and external workplace investigations such as workplace misconduct, job performance, workplace safety, audits, job function analyses, and whistle blowing allegations.

These are sensitive topics and investigations must be performed to standards that will result in a better workplace.  In addition to being neutral and having knowledge of the law pertaining to the allegations, a good investigator must be able to protect the complainant, be thorough, be aware of and capable of dealing with any special issues related to the case, document information clearly and accurately, be unbiased and accurate when conducting assessments and interviews, and demonstrate a high standard of ethics.

It’s important an investigator keep information confidential and protect the complainant against retaliation while following company policies and procedures.

That’s a high level overview of the process.  The devil is in the detail for sure in an investigation.  A good investigator must remain patient and never look for a short cut to get through the work faster.  A good investigator knows the work takes the time and effort it needs to take to do properly.

A professional organization such as AOWI provides support and ideas when an investigator is stuck or just needs to refresh a view by remembering there is a forest when it seems there are only trees.

Richwood Consulting is proud to be a member of AOWI, benefitting from the experience of others and sharing best practices from experience. Contact today to learn more.

Find Well Trained Employees at Half the Cost

If you need skilled employees but cannot afford to provide training, you should know that the State of Connecticut may reimburse you up to half of a new employee’s starting wage.

On the Job Training Grants (OJT) is a program that not only ensures employers will have employees that can do the job right, it provides new job opportunities.  In return, employers offer their sites as training facilities, using other skilled employees as instructors.

The funds are available through the Trade Adjustment Assistance Act (TAA) and employers can receive reimbursement for two to nine months of training.

The state will help employers an OJT program that is specially designed to meet the employer’s needs so that new employees are properly prepared for their specific work requirements.

Training employees to meet an employer’s specific needs means there is no need to search for the right qualifications, which can leave work unaddressed for weeks or even months.  In this economic climate, no employer wants to lose customers due to unfulfilled orders or unfinished projects.

This program is also a good opportunity for employers to review existing training procedures with objective input from an outside source.

Employers shouldn’t be put off by the idea of government forms as the paperwork is minimal and the state will provide assistance preparing the documents.

If you are looking for the right person to trust with full-time employment, you can select from a pool of TAA-certified individuals.  These people are eager to learn and work; they are looking for new employment because their previous positions were changed or eliminated by foreign competition.

Reimbursement is paid monthly and the state will provide ongoing employer-employee support.

Employers can talk to the state’s business consultants and are always welcome to call Richwood Consulting for advice.

Richwood Consulting has always promoted the idea of training and looks forward to the benefits of this new program for employers and employees!

Don’t Delay When An Employee Has a Complaint

Any employer who decides to ignore an employee complaint is not only doing a disservice to the employee but also hurting the business.

The best response to an employee complaint is a prompt and thorough investigation.  The goal is to resolve the complaint before it escalates or involves outside agencies.

If the situation worsens despite an employer’s best efforts, then the employer who acts early is prepared for a situation with accurate and complete information.

Gather Evidence before It Changes or Disappears

Documentation is critical and witness statements are vital to getting to the truth of any complaint.  There will always be two versions (at least) of any complaint.  Talk to everyone you need to interview and make sure that you have pooled all related documentation, including email exchanges and employee records.

Prevent Emotions and Tension from Escalating

Sometimes an employee complaint can be resolved when the employee feels heard and understood.  If this is the case, then it will be a very big waste of everyone’s time and the employer’s money if this type of situation proceeds down a road to litigation.

If the complaint is more complex, then a timely investigation can usually keep emotions from getting out of hand.

Restore Productivity as Quickly as Possible

Even if nothing is ever said aloud, people in an office can “feel” something is different.  Productivity suffers.  One of the many messages an employer sends by investigating without delay is that morale is a priority, as are employee satisfaction and safety.  That kind of atmosphere fosters employee loyalty.

If you have an employee complaint but are unsure of how to proceed, call someone who has the experience to move forward with success, call Richwood Consulting.

Violence in the Workplace

Who suffers from violence in the workplace?  Everyone.

While the general image of a victim is that of an employee at the bottom of the hierarchy, the reality is that violence can take many forms and no one is immune from harm.

Customer service representatives have been abused by irate customers, health workers have hurt patients in their care, and, in extreme cases, upper managers have died because an employee sought revenge with a gun in the workplace.

Studies have shown that anti-harassment training and formal workplace violence policies result in a heightened awareness of the issue.  Large organizations, municipalities, and small businesses benefit from harassment awareness.  A zero tolerance policy is ineffective without enforcement.  By creating a common understanding of what is and is not acceptable behavior, a company can foster an attitude among its employees that results in a strong first line of defense.

Employees who are invested in protecting each other and their customers from violent situations are able to identify potentially harmful situations early.  As in treating a cancer, it’s important to change the course of a bad situation as early as possible, not only because it will be cheaper and easier but much less complicated.  Human dynamics are such that violence is rarely restricted to two parties with no influence on others in the workplace.

Employees who know how to recognize and report threats are also more likely to act because they feel empowered to do so.  There is no time lost to wondering, “Should I get involved?”  The culture encourages action and emphasizes individual responsibility.

Regular training from a reputable and experienced firm such as Richwood Consulting reduces the disruption of business and productivity, which improves the bottom line.  For everyone.

Give Employees Room to Grow

Encasing a baby turtle in a small habitat may seem like a great marketing idea.  However, the reality of what’s happening is tragic.

Without a proper place to grow, the turtle’s exterior growth will be stunted, causing severe internal damage as organs continue to develop to their proper size.

For turtles, it’s an unhealthy life and an early death.  For an employee that’s not allowed to reach his or her potential, the costs are more quantifiable – high turnover, increased training costs, and loss of productivity.

Not only does a stunted employee not produce, but also the company can lose tens of thousands if not millions by not listening to ideas from the people on the front line.

An employer doesn’t trade wages for merely arms and legs… employees come with hearts and brains, too.

Those are valuable resources and a smart employer will nurture the less tangible aspects because, to be blunt, it’s low effort high reward.

Demonstrating respect is one thing that will not break the budget but will be highly valued by employees who receive a feeling that they are important to the organization and its goals.  Any business owner or manager who thinks it’s possible to dictate loyalty is kidding themselves.  It’s much easier to promote an atmosphere of mutual support, where employees will give their talents freely.

It’s not a one shot deal.  As employees feel they are invited to improve their offerings, they will seek ways to improve themselves and therefore be qualified to offer even more.

For example, a training session where they learn to accept only the best from each other and not tolerate unacceptable behavior will inspire them to set a higher standard in the workplace.  They’ll do better because they’ll expect more from each other, in effect policing themselves and creating space for more productivity, education, and innovation.

Sharing ideas and making improvements is easy in an atmosphere of trust but, like little turtles who withdraw into their shells, employees won’t risk it if they feel their contributions will be met with negativity.

So, bring out the warm sun and talk to Richwood Consulting Group, LLC about creating a workplace that allows employees – and profits – to grow.