Many managers and HR professionals struggle to distinguish between a serious complaint that warrants immediate attention and action, and instances of employee drama that, while disruptive, may not require formal intervention. Misinterpreting these situations can lead to either overreaction, which strains resources and may alienate employees, or underreaction, which risks ignoring genuine issues that can impact morale, safety, and legal compliance. Navigating this distinction effectively has become increasingly complex with remote work, diverse teams, and heightened employee sensitivity.
This presentation will help managers and HR staff understand the critical differences between legitimate complaints that signal potential workplace issues, such as harassment, discrimination, or safety concerns, and more routine interpersonal conflicts or grievances. Attendees will learn practical tools for assessing and documenting complaints, knowing when to escalate issues, and strategies for addressing low-stakes conflicts.
By accurately identifying and responding to employee concerns, managers can maintain a positive work environment, support team dynamics, and uphold company standards for fairness and safety. This webinar provides the knowledge and tools needed to minimize disruptions while ensuring serious complaints are handled with the appropriate level of urgency and care.
Learning Objectives
- You will be able to define serious complaints.
- You will be able to describe common examples of serious complaints and other issues.
- You will be able to discuss how important addressing conflicts is for managers.
- You will be able to explain ways to resolve conflicts with employees.
Agenda
Speakers
William J. Rothwell, Ph.D., SPHR, SHRM-SCP, RODC, CPTD Fellow,
Rothwell & Associates, Inc.- President of Rothwell & Associates, Inc. (www.rothwellandassociates.com) and professor, Penn State University, University Park
- Practice emphasizes all aspects of talent management and succession planning
- Conducts regular seminars on talent management, succession planning, and organization development
- Wrote 127 books; Organization Development Interventions: Executing Effective Organizational Change (Routledge, 2021), Virtual Coaching to Improve Group Relationships (Routledge, 2021); Increasing Learning and Development’s Impact Through Accreditation (Palgrave, 2020); Adult Learning Basics, 2nd ed. (ATD Press, 2020); The Essential HR Guide for Small Businesses and StartUps (Society for Human Resource Management, 2020); Workforce Development: Guidelines for Community College Professionals (Rowman-Littlefield, 2020); Innovation Leadership (Routledge, 2018); Human Performance Improvement: Building Practitioner Competence, 3rd ed. (Routledge, 2018); Evaluating Organization Development: How to Ensure and Sustain the Successful Transformation (CRC Press, 2017); Marketing Organization Development Consulting: A How-To Guide for OD Consultants (CRC Press, 2017); Assessment and Diagnosis for Organization Development: Powerful Tools and Perspectives for the OD practitioner (CRC Press, 2017); Community College Leaders on Workforce Development (Rowman & Littlefield, 2017); Organization Development in Practice (ODNetwork, 2016); Mastering the Instructional Design Process (Wiley, 2016); Practicing Organization Development, 4th ed. (Wiley, 2015); Effective Succession Planning, 5th ed. (AMACOM, 2015); The Competency Toolkit, 2 vols., 2nd ed. (HRD Press, 2015); Beyond Training and Development, 3rd ed. (HRD Press, 2015); The Leader’s Daily Role in Talent Management (McGraw-Hill, 2015); Organization Development Fundamentals (ATD, 2015); Creating Engaged Employees (ATD, 2014); Becoming An Effective Mentoring Leader: Proven Strategies for Building Excellence in Your Organization (McGraw-Hill, 2013); Talent Management: A Step-by-Step Action-Oriented Approach Based on Best Practice (HRD Press, 2012); the edited three-volume Encyclopedia of Human Resource Management (Wiley/Pfeiffer, 2012); Lean But Agile: Rethink Workforce Planning and Gain a True Competitive Advantage (AMACOM, 2012); Invaluable Knowledge: Securing Your Company’s Technical Expertise-Recruiting and Retaining Top Talent, Transferring Technical Knowledge, Engaging High Performers (AMACOM, 2011); Competency-Based Training Basics (ASTD Press, 2010); Effective Succession Planning: Ensuring Leadership Continuity and Building Talent from Within, 4th ed. (AMACOM, 2010); Practicing Organization Development, 3rd ed. (Pfeiffer, 2009); The Manager’s Guide to Maximizing Employee Potential: Quick and Easy Ways to Build Talent Every Day (AMACOM, 2009); Basics of Adult Learning (ASTD, 2009); HR Transformation (Davies-Black, 2008) and Working Longer (AMACOM, 2008)
- Member of Association for Talent Development and the Society for Human Resource Management
- Can be contacted at 814-234-6888 or wjr9@psu.edu
Who Should Attend
This live webinar is designed for human resource managers, personnel managers, supervisors, business owners and managers, team leaders, CEOs, presidents, vice presidents, and attorneys.
