How Effective Leaders Respond to Employee Concerns

Most managers dread the moment an employee says, “Can I talk to you about something?”

Sometimes it’s a small issue. Sometimes it’s not. Either way, the best managers don’t avoid these conversations. They respond with care, empathy, and intention. They understand that how they respond in the first few minutes can shape what happens next. The concern might fade, escalate, or get resolved with dignity and care.

The Common Pitfalls

Even well-meaning managers can fall into one of these traps:

• Minimizing. “I’m sure they didn’t mean it like that.”

• Deflecting. “That’s just how she is.”

• Rushing to fix it. “I’ll take care of it—don’t worry.”

• Getting defensive. “I think there’s more to the story.”

• Avoiding entirely. Avoidance is common. A manager might downplay the issue or worry that raising it will create tension. So they say nothing and do nothing, hoping it will resolve on its own. But silence doesn’t make a concern disappear. Often it makes things worse. You can read more about avoidance here.

What Skilled Managers Do Instead

Skilled managers approach employee concerns with a different mindset. They stay calm. They stay curious. And they act with care.

Here’s what that looks like in practice:

1. They make it safe to speak up.

When employees raise concerns, it often takes courage. Skilled managers understand this and create space for it by staying present, listening without interruption, and thanking the person for coming forward. This response should reflect not just the manager’s personal style, but the team’s values and the organization’s expectations.

When speaking up is understood as a normal, supported part of the culture, employees are more likely to do it.

“Thanks for telling me. I know that might not have been easy.”

2. They seek to understand.

They ask open-ended questions to explore what happened and how it affected the employee.

“Can you walk me through what happened?”
“How did that impact you?”
“Has anything like this happened before?”

Open-ended questions don’t mean agreement. They create space for understanding and thoughtful action.

3. They stay open-minded.

It’s natural to want to form quick impressions, especially when the concern involves someone the manager knows well or the issue seems minor. Skilled managers resist drawing conclusions too early. They gather information, look for patterns, and pause before deciding what to do next.

First impressions can be powerful, especially in emotionally charged moments. But when managers let that initial version of events shape their response, it can cloud judgment and lead to costly mistakes.

This bias, known as the anchor trap, is something we’ve written about here.

4. They take thoughtful next steps.

Some concerns can be addressed through a simple course correction. Others may require escalation. Skilled managers know the difference and seek guidance from leadership, a trusted advisor, or a mentor when they’re unsure, so they can take next steps thoughtfully.

5. They follow up.

Even if they can’t share every detail, effective managers keep the employee informed. They acknowledge the concern, explain any steps they’ve taken, and invite continued dialogue.

“I’ve raised this with the right people, and I’ll keep you posted as it moves forward. Please let me know if anything else comes up.”

A Missed Opportunity or a Defining One

Every employee concern is an opportunity. It can be a moment that builds trust or one that erodes it. What matters most is how a manager responds.

Handled well, these conversations strengthen a team’s sense of safety, respect, and clarity. They show that concerns will be met with care, not avoidance or blame.

Want to strengthen how your managers respond to complaints or concerns?
Faro Point Consulting helps organizations build confident, capable leaders through training and tailored frameworks for tough conversations. Learn more about our services.