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
