Final answer:
The HR department should professionally investigate every complaint from an employee as if it were the first, ensuring to stay calm, listen, and communicate effectively with a focus on problem-solving.
Step-by-step explanation:
When an HR department receives regular complaints from an employee, the approach should be to investigate as if it were the first complaint. Ignoring the employee is not a professional solution, nor is delaying the investigation due to other priorities. A proper investigation is necessary not only to address any potential issues within the workplace but also to maintain a healthy work environment. During the process, it is essential to:
- Choose your words carefully so as not to inflame the situation.
- Stay as calm as possible and listen to the other side of the story.
- Avoid suggesting that you're right and the other person is wrong, remain open and respectful.
- Try asking open-ended questions to learn more about the other person's position.
- Restate what you heard the person say, to affirm that you were listening and to avoid misunderstandings.
- Focus on solving the problem, not blaming the other person.
If the conflict remains unresolved, it may then be appropriate to speak with a supervisor or seek further advice from the HR department.