Efficiency matters, especially in the world of employee relations. We’re under constant pressure to manage heavy caseloads, document everything meticulously and wrap up investigations as quickly as possible. But in this rush, something critical is slipping through the cracks—and it’s costing us the trust of our employees.
The missing piece? Communication. We’re falling short on the human touch that transforms our investigations from being simply thorough to being genuinely supportive. Fortunately, we can easily fix this by weaving more human connection into every step of our investigative process. Here’s how:
1. Be a Helping Hand from the Start
Trust in the investigation process starts the moment a complaint is made. Employees who come forward often feel vulnerable, anxious about what’s going to happen next and afraid of how it might impact their work life. It’s important to remember that just 58% of employees who witness or experience harassment ever report it. We need to earn their trust by showing, from the very first interaction, that we’re here to help.
As soon as we receive a complaint, we should immediately acknowledge it, let the employee know it’s being taken seriously and lay out clear next steps. Even something as simple as an automated message using the right technology can set the tone, easing the employee’s anxiety and demonstrating that they’ll be supported throughout the process.
2. Stay Connected During the Investigation
Once an investigation begins, employees can feel left in the dark, waiting anxiously for updates. That uncertainty breeds stress. While we focus on running a fair and consistent process, it’s equally important to communicate regularly. Consistent updates don’t just keep employees informed—they show that we are committed to a transparent and equitable outcome.
Set up a workflow that includes regular check-ins. Who will reach out? When? How—via text, email or call? With a structured plan in place, including automated reminders tied to key milestones, you can keep employees in the loop and maintain momentum.
3. Support Doesn’t End When the Investigation Does
Many assume that the work is done once an investigation concludes, but that’s when some of the hardest work begins—especially if both parties will continue working together. Support during this sensitive post-investigation period is essential for ensuring a successful resolution and preventing retaliation. Shockingly, 27% of organizations don’t provide any post-investigation follow-up, and only 50% monitor for retaliation.
We need to do better. Implementing structured follow-ups at set intervals can help employees transition back to normalcy. Check in on their well-being, ensure issues have been fully resolved and proactively watch for signs of retaliation. With a well-designed workflow, this follow-up can be seamlessly integrated, without taking away from other investigations.
4. Embrace Feedback—It’s How We Get Better
I get it—feedback can be scary. So much so that only 20% of organizations actually gather it after an investigation. But what are we so afraid of? Is it the time commitment? Or are we afraid of discovering that maybe we haven’t done enough?
The truth is, gathering feedback isn’t just about reflection—it’s about progression. Are employees comfortable coming forward? Were they treated with dignity and respect throughout the process? Are they willing to recommend another coworker come to us when they have an issue? Without asking these tough questions, we’re missing the chance to improve. And wouldn’t we rather find out where we can do better now, rather than during an exit interview?
Being open to feedback is an opportunity to fine-tune our processes and strengthen employee trust. It takes courage, but it’s well worth it.
The Human Element Makes All the Difference
We’re already investigating 75% of workplace allegations—but we’re missing a key ingredient. Communication and human connection need to be integrated into every step of our investigative process. It’s not about reinventing the wheel; it’s about ensuring that employees feel supported, heard, and valued throughout the entire journey.
Because when trust is built, it lasts.
