Grievance Case Study | A Manager’s Role in Empowering Employees to Speak Up

Workplace bullying and harassment can erode morale, reduce productivity, and harm individuals' well‑being. Managers are uniquely positioned to intervene early and guide affected employees toward resolution through the grievance process.

We recently supported a client in just such an incident when one of their managers witnessed another manager treating an employee in a manner that wasn’t in accordance with the company’s culture.

Recognising the pattern of intimidation and exclusion, the manager stepped in, not with assumptions, but with concern. By approaching the employee in private and listening attentively, they created a safe space for disclosure and realised that the employee was experiencing persistent bullying.  The employee was encouraged to formally raise a grievance with the MD, with the assurance that the company treats such matters seriously and investigates them fairly. 

The MD called us looking for support.  Using enlightenHR’s Business Owners Guide on Practical Grievances, we provided pragmatic and impartial advice using the following steps:

1. Acknowledge the grievance

The employee was asked to submit their complaint in writing which was subsequently acknowledged by the MD without drawing any conclusions

2. Hold the first grievance meeting

The MD held a grievance meeting within 5 days and listened without judgement to the employee’s case.  The employee raised a number of issues in addition to the situation first witnessed.

3. Investigate properly

We were asked to conduct a full and thorough investigation and provided a report of our findings.

We found that during the MD’s extended periods off-site, a culture of poor management emerged among a few managers whose approach did not align with the company’s values.

4. Meet again to confirm the outcome

Following our recommendations, the MD met with the employee to provide an outcome, namely that their grievance was being upheld. 

5. Put the outcome in writing

We drafted the appropriate response for the MD

6. Learn from the issue

As a result of the grievance, the managers at fault were themselves called into disciplinary hearings with appropriate warnings being issued.

Legal Responsibilities & Protections

It’s important to bear in mind that workplace bullying, although not unlawful on its own, is unacceptable and can breach an employer’s duty of care.

Harassment, when linked to a protected characteristic (age, race, gender, disability or sexual orientation) is explicitly prohibited under the Equality Act 2020.

Practical Tips

1. Create a Safe Atmosphere. Encourage employees to speak up and reassure them that concerns will be handled confidentially.
2. Be Vigilant & Act Early. Observe team dynamics and intervene at the slightest sign of stress, reduced participation, or exclusion.
3. Enforce Policies Firmly. Ensure everyone knows your zero‑tolerance stance. Apply policy consequences consistently including up to disciplinary action if needed.
4. Invest in Training.  Provide training for all managers on recognising and reporting incidents when employees raise concerns.