Managing misconduct with fairness and visibility

One situation I supported involved a restaurant team member who became visibly frustrated during a busy shift and directed disrespectful, aggressive comments towards a colleague. The interaction was overheard by other team members—and likely by nearby customers.

The employee apologised to their colleague shortly afterwards, believing that should have resolved the matter. They were confused and upset when they were later told a misconduct investigation was being opened. Their immediate reaction was, “But I’ve said sorry—why am I being investigated?”

Step 1: Acknowledge the Apology—But Uphold Standards

We explained that while an apology was the right thing to do and an important first step, it didn’t replace the need to formally review what had happened. When conduct falls short—especially in front of colleagues or customers—it’s essential we take it seriously. That applies to everyone, and helps reinforce the standards we expect across the team.

Step 2: Ensure a Fair and Consistent Process

We assured the employee that the investigation was not an assumption of guilt. It was a chance to look into the facts, hear from everyone involved, and respond in a way that was fair, measured, and consistent. Skipping that process would risk inconsistency—where some issues are followed up and others brushed aside.

Step 3: Protect Everyone Involved

The employee was also worried that some colleagues might be exaggerating what happened or not being honest. We acknowledged this concern and reassured them: the process exists to protect everyone—not just the person who raised the issue. That includes being able to challenge statements, present their side, and be supported throughout.

Step 4: Make the Culture Visible

Visible follow-up also reinforces a strong team culture. Even if no formal action is taken, conducting an investigation shows that we’re serious about how we treat one another. It sets a clear message to the wider team: we listen, we act fairly, and we don’t turn a blind eye.

Step 5: Support the Employee Through It

We made sure the employee had a named contact, understood each step of the process, and felt supported throughout. Their dignity, privacy and right to a fair hearing were just as important as addressing the initial concern.

This approach helped shift the employee’s view—from feeling punished, to understanding that the process existed to protect them as much as it did anyone else. It also gave the team more confidence in our culture: that we don’t jump to conclusions, but we do take things seriously.