top 10 mistakes: investigating harassment complaints september 19, 2013 presented by zaheer lakhani
TRANSCRIPT
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top 10 mistakes: investigating harassment complaints
top 10 mistakes: investigating harassment complaints
september 19, 2013presented by zaheer lakhani
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remedies available to complainant
human rightscomplaint
actions for negligence
constructivedismissal claim
actions for intentionalinfliction of
mental suffering
implications of getting it wrong
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mistake one:failing to provide
procedural fairness
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mistake one
what procedural fairness means
•name of complainant•particulars of the allegations•full opportunity to respond•decision after reviewing all evidence
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mistake two:not taking the complaint
seriously
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mistake two
taking it seriously
• everyone has a different comfort zone• be mindful of internal biases• act quickly and respectfully
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mistake three:using untrained
investigators
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investigators
submit report interview parties
make finding review anydocuments
role of investigators
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knowledge
• not witnesses to events
• knowledgeable about the law on harassment/bullying
• well-versed in the organization’s policies and procedures
personal attributes
• unbiased• credible• facilitate resolution• sensitive• listen, interview and
communicate effectively
• able to identify relevant information
• speak comfortably• resolve conflict
effectively• lead by example
position/organizationalissues
• available to the parties
• do not have a conflict of interest
• have sufficient authority
effective investigators
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mistake four:using an internal
investigator when an external one is
preferable
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external investigator
• serious allegations• high level management• HR too close to the
events • multiple incidents• public relations issues• police are involved
internal investigator
• less serious• single incident• issues are clear
selecting the investigator
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mistake five:failing to remain neutral
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mistake five
being neutral
• be mindful of internal biases• try not to be persuaded by what you
know about the parties• you are not “out to get” the respondent
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mistake six:not documenting
properly
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about your notes
proper note taking
• take notes • have parties read and sign notes • list issues or discrepancies to follow up
on • record facts, not assumptions or opinions • include as much detail as possible • use an investigation evaluation grid
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mistake seven:failing to appreciate the
psychological dynamics
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psychological dynamics
• most people are reluctant to complain• fearful of what will happen and the
seriousness of the process• may not be completely “innocent”• people sometimes stay for a long time
before complaining
mistake seven
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mistake eight:mishandling reluctant
complainants
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mistake eight
the reluctant complaint
• try to reassure and obtain trust but don’t sugar coat
• a resolution without an investigation may be possible
• don’t be too quick to start an investigation but investigate if necessary
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mistake nine: applying the wrong
standard of proof
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standard of proof
balance of probabilities
• civil standard not criminal standard• more true than not• use a higher standard if allegations are
very serious• may have to make a finding on credibility
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assessing credibility
factors to consider
• self-interest• motivation for false statement • internally consistent • story is plausible• ability to observe events• opportunity
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mistake ten:failing to advise the complainant of the
outcome
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advising the parties
what information to provide
• notify parties of outcome• outline how you have resolved the
complaint• provide summary of findings• repair strained team relations
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questions
top ten mistakes: investigating
harassment complaints