How should leaders respond to a complaint of sexual harassment?

Taking a sexual harassment complaint to a manager or supervisor is certain to be a difficult and uncomfortable task for an employee. Effectively responding to a complaint of sexual harassment requires that you act as a LEADER:

ListenEncourageAsk questionsDocumentExplainReport

Listen. In order to effectively address a sexual harassment complaint, a supervisor must be a good listener, creating an atmosphere where employees feel comfortable raising issues concerning unwelcome sexual behavior. This means taking every complaint of sexual harassment seriously, no matter how silly, or insignificant, it may seem.

Never assume someone is being too sensitive; try to use employee's perspective. Part of good listening may require reading between the lines. Sexual harassment is not an easy topic for an employee to bring up. The employee may be embarrassed, afraid to lose his or her job, or just be a bad communicator. Listen for code words when someone comes to you complaining about someone else's behavior. For instance, does he or she feel uncomfortable or uneasy. Is he or she being asked not to have to work with a particular person because they don't get along? Does a coworker treat her funny or act weird around him?

Encourage. When an employee brings a complaint of sexual harassment to you, first thank the employee for coming forward. Try to make the employee feel comfortable about talking to you, while maintaining a professional attitude. Acknowledge that bringing a sexual harassment complaint is a difficult thing to do and that it is normal for the employee to feel uneasy. Reassure him or her that the information will be kept as confidential as possible, but not secret. Also reassure the victim that no retaliation will occur in response to a good faith complaint of sexual harassment.

Ask questions. Get answers to who, what, where, when and how. Who did what to whom, when, where, how and why? Other important questions are: Are there any witnesses? Is there any documentation, such as letters, notes, or e-mail messages, which might support the claim? Is the employee afraid of retaliation for the alleged harasser? Also, ask what the employee wants to happen to resolve the problem, but do not promise the company will take that action.

Document. Immediately create a written record of the employee's statements. Do not wait to document. It is important that records of a sexual harassment complaint reflect exactly what was said. Ask the person complaining to review and sign your documentation to reflect that it is accurate. If he or she is unwilling to do so, make note of that fact.

Explain. Explain the company's sexual harassment policy to the employee. Let the employee know that you will maintain his or her confidence as much as possible, but that you have to report the harassment to the proper channels set forth in the anti-harassment policy. Assure no retaliation or negative employment action will be taken against him or her for making the complaint. Answer any questions.

Report. Immediately report the complaint to human resources or other management as appropriate in accordance with the company's sexual harassment policy. Never, under any circumstances, try to handle a complaint on your own.