As a manager, you’re not expected to be an HR expert – but you are expected to respond fairly, calmly, and professionally when someone raises a concern.
Grievances can arise at any time, but December is an especially common month for issues to surface. With end-of-year pressures, reduced capacity, and Christmas parties in full swing, emotions can run high and boundaries sometimes blur.
Handled well, a grievance can resolve tension, rebuild trust, and prevent wider issues.
Handled poorly… it can escalate quickly, damage morale, and create unnecessary risk for your business.
Here’s our clear, practical guide to what managers should do – and how to stay ahead of potential festive flare-ups too.
What is a grievance?
A grievance is any concern, problem, or complaint that an employee raises about:
- Their work
- Their working environment
- A colleague
- A manager
- Company processes or decisions
- Bullying, harassment, discrimination or inappropriate behaviour
Grievances may be raised informally (a chat) or formally (written complaint).
Both matter – and both deserve a timely, fair response.
How Managers Should Handle a Grievance: Step-by-Step
1. Stay calm, listen and acknowledge
Your reaction sets the tone.
You don’t need to have the answers on the spot – you simply need to:
- Listen actively
- Avoid judgement
- Thank them for raising the concern
- Assure them it will be taken seriously
Even if the grievance feels small, the impact to the individual may feel big.
2. Decide whether the issue can be resolved informally
Not every grievance needs to jump straight to a formal process.
Informal resolution works well when:
- The employee is open to a conversation
- Miscommunication is the root cause
- A quick change or agreement will resolve it
Informal conversations should still be documented briefly – “informal” doesn’t mean “off the record”.
3. If a formal grievance is raised, follow your policy to the letter
This is crucial. A formal grievance requires:
- Acknowledgement in writing
- A fair investigation
- Impartiality
- A formal meeting
- The right to be accompanied
- Minutes and written outcomes
- A clear route to appeal
A sloppy or inconsistent process is one of the fastest routes to escalation.
4. Keep an open mind – and stick to the facts
Avoid assumptions.
Avoid emotional reactions.
Avoid “filling in the blanks.”
Your role is to:
- Investigate what happened
- Gather statements
- Review evidence
- Be objective
- Stay consistent
The more balanced your approach, the more confident and supported everyone will feel.
5. Communicate clearly throughout
A lack of communication is one of the biggest reasons grievances worsen.
Keep employees updated on:
- What happens next
- Likely timelines
- Any delays
- Their rights
Silence = uncertainty, and uncertainty fuels anxiety.
6. Make a fair decision – and explain it
When the investigation concludes, your decision should be:
- Based on evidence
- In line with company policy
- Reasonable and proportionate
Then communicate it clearly in writing.
7. Identify what needs to change going forward
Every grievance has lessons.
Ask yourself:
- Is a process unclear?
- Has training been missed?
- Are team tensions building?
- Is a behaviour issue being ignored?
Prevention is always better than cure.
A Seasonal Note: Christmas Parties and Grievance Prevention
December is the most wonderful time of the year – and one of the most common for HR teams to deal with fallouts.
A few proactive steps can help managers keep events safe, inclusive and fun… while reducing the risk of grievances landing in your inbox the next morning.
Before the party
- Share a light-touch behaviour reminder
Keep it friendly, not preachy – just a reminder that it’s still a work event.
- Be mindful of alcohol
Consider drink tokens, later bar opening, or alcohol-free options.
- Set expectations for managers
Managers are still in a position of responsibility, even in a sparkly dress or posh suit.
During the party
- Lead by example
The tone you set is the tone your team follows.
- Watch for discomfort
A quiet check-in can prevent a problem later.
- Shut down inappropriate behaviour
Calmly, privately, quickly.
After the party
- Check in with your staff
Ask them how they found the night, perhaps even send out a questionnaire to gather anonymous feedback.
- Encourage an open culture
If someone does raise a concern, take it seriously.
- Avoid dismissing behaviour as “just the drinks talking”
Inappropriate behaviour is inappropriate – sober or tipsy.
A well-run Christmas party is memorable for the right reasons. A little preparation goes a long way.
Read our recent blog post here on How to Manage the Festive Season at Work.
How CE People Can Support You
Grievances can feel daunting for managers – but you don’t have to handle them alone.
CE People often support SMEs with:
- Grievance investigations
- Coaching managers on difficult conversations
- Drafting or reviewing grievance policies
- Taking notes or providing impartial HR presence in meetings
- Post-grievance action planning
- Ongoing retained HR advice whenever you need it
Whether you need full support with a formal grievance or simple reassurance before a tricky conversation, we’re here to help you manage it fairly, confidently and compliantly.
Get in touch with us if you need any support in this area.
