In many of the investigations we have conducted, employees who reported workplace issues said they would have preferred to resolve the matter informally, but their concerns were either ignored or minimized. Filing an internal report is often a last resort to get an issue addressed before an employee decides to resign or take other, more adversarial, action.

Early, intentional, and active listening can help employers learn about and address an issue before it escalates into complaints, employee resignations, and/or legal action, all of which mandate an employer response. Moreover, employees who feel heard and appreciated tend to have high levels of engagement and retention.

Why Listening Matters

Resolving conflict starts with understanding not only what happened but also how the underlying incident affected the employee’s workplace responsibilities and interactions. Expressing empathy for what the employee is feeling builds trust in you and in the employee relations process; as a result, employees are more likely to feel safe enough to share what is happening. 

Recognizing early signs of conflict and responding quickly can be key. Signals of unresolved conflict may take the form of an offhand comment in an email or one-on-one, reduced engagement in team meetings, or incomplete tasks. When these signs occur, it’s important to inquire further by asking questions, listening, and quickly responding to any concerns that are communicated. For example, asking an employee who seems to be struggling with a task if they have everything they need to get the project completed might reveal a concern about or issue with a colleague. 

Proactive Ways to Identify Issues Early

Although time is often limited during the workday, there are practical tools and approaches that can support the early identification and assessment of workplace concerns. For example, many managers hold regular check-ins or one-on-one meetings with their team members. These conversations are an opportunity to ask how employees are feeling and not just what they’re working on. Skip-level meetings are another useful method, allowing leaders to connect directly with employees two levels below them to make it easier for employees to speak up and share concerns that might not otherwise be shared.

Other proactive tools include pulse surveys, stay interviews, and exit interviews, all of which can quickly gauge how employees are feeling. Individually, these tools may not catch everything, but they’re effective, accessible ways to identify concerns early and learn from them.

Ways to Actively Listen 

Although listening may sound simple (pun intended), it’s a skill that evolves with time, intention, and practice. Interactive training using realistic case studies can help managers develop their skills for listening critically and responding appropriately.

These tips can help support more present and thoughtful listening:

• Create a safe environment for open communication
• Ask employees follow-up questions using neutral terms 
• Avoid terms that imply judgment, minimization, or dismissiveness
• Document your conversation
• Share updates as appropriate and have follow-up conversations to ensure issues are resolving

While listening is essential, taking action is important, too. Failing to respond or act on what was shared can damage trust, causing employees to withdraw and problems to potentially worsen. Taking action shows employees that their concerns matter, encourages open communication, and helps prevent problems from getting worse.

Impact of Proactive Employee Relations 

Although conflict can still occur, most issues handled early and thoughtfully help build trust, reduce formal complaints, strengthen relationships, and keep employees engaged and committed. Listening with care sets the tone for faster, more considerate outcomes. When listening is genuine, resolution becomes more timely, more human, and more respectful. 

Resources at HR Solutions At Work

If your organization would like to learn more about proactive employee relations, pulse surveys, exit interviews, stay interviews, investigations, or training, our team of experienced Employee Relations professionals, HR professionals, and employment lawyers at HR Solutions At Work can help! Send us a message or schedule a free consultation to discuss your organization’s needs.

Because every situation presents unique facts, the information provided in this article is for general information and is not intended to be legal advice regarding any specific situation. This information may be considered advertising in some states. Any links to third-party sites are for your convenience. HR Solutions At Work does not endorse specific sites or guarantee the accuracy of the information on those sites. Please contact us if you have any questions about this information or our services.