It’s one of the most delicate roles in HR: conducting a workplace investigation. Whether you’re navigating allegations of harassment, misconduct, or retaliation, you’re holding the organization’s credibility and someone’s livelihood in your hands. I recently earned the SHRM Workplace Investigations specialty credential, and the training reaffirmed what many of us in HR already know: how you handle an investigation says everything about your values as a professional and as an organization.

But it also challenged me to think deeper. Are we doing enough to ensure that investigations aren’t just procedurally sound, but also emotionally intelligent and ethically grounded?

Let’s unpack what good investigations look like, why they matter, and what often gets overlooked.

Why Workplace Investigations Matter So Much

When done well, investigations protect people, prevent liability, and uphold a culture of trust. When done poorly, they damage reputations, invite legal risk, and fracture teams, sometimes irreparably.

In a 2023 SHRM survey, 1 in 4 workers said they wouldn’t report misconduct because they didn’t believe their employer would take it seriously. That statistic should stop us in our tracks. A breakdown in the reporting process is a breakdown in trust. And trust, once lost, is painfully hard to rebuild.

A fair and thorough investigation process signals that:

• The organization values truth over hierarchy
• Retaliation won’t be tolerated
• People’s voices matter, regardless of role or tenure

My SHRM Course Takeaways

SHRM’s Workplace Investigation Specialty Credential Program dives into everything from legal frameworks (think: Title VII, ADA, retaliation protections) to interview techniques and documentation best practices. But what resonated most was the emphasis on unconscious bias and how easily it can creep into our process if we’re not vigilant.

Here’s a simple example: We often give more weight to the “credibility” of someone who is articulate or confident in tone. But nervousness, cultural differences, or past trauma can all affect how someone presents. It’s not our job to interpret emotions, it’s our job to gather facts and remain neutral.

The certification also emphasized the importance of:

• Clear scoping: Knowing exactly what allegation you’re investigating
• Consistent questioning: To avoid accusations of bias
• Strong documentation: If it’s not written down, it didn’t happen

What Most People Get Wrong About Investigations

1. Assuming “no finding” means no harm

Sometimes an investigation doesn’t meet the threshold of a policy violation but that doesn’t mean something didn’t go wrong. Employees might still feel unsafe, isolated, or confused. HR’s job doesn’t end when the case closes.

2. Investigating only the issue, not the climate

A complaint about one person’s behavior might reflect broader cultural issues such as micromanagement, favoritism, or communication breakdowns. Don’t miss the forest for the tree.

3. Underestimating how emotionally taxing investigations are

For the complainant, for the respondent, and yes for HR. There’s often no “win.” Just closure. Recognizing the human side of investigations is just as important as checking the legal boxes.

A Thought to Sit With

When employees watch how we respond to complaints, they’re not just seeing a process. They’re seeing what behavior is tolerated. They’re seeing what gets swept under the rug. They’re watching to see if the HR truly practices what it preaches.

We don’t need to be perfect. But we do need to be accountable, transparent (within legal limits), and thoughtful.

Quick Tips for Ethical Investigations

• Never investigate your own team. Assign it elsewhere to protect neutrality.
• Create a script. Standardize questions to reduce bias.
• Close the loop. Even if you can’t share all findings, communicate that action was taken.
• Document your rationale. Especially in tricky or gray areas.
• Don’t delay. A slow investigation feels like avoidance to everyone involved.

HR Is the Storykeeper

If you’re in HR, you already know: people come to us with their hardest stories. They trust us to handle those stories with care. The responsibility is enormous. But so is the opportunity.

When we get investigations right, we create a culture where people feel safe, heard, and protected, even when the outcome isn’t what they hoped.

Let’s Discuss

Have you ever been part of an investigation on either side? What did HR do well, and what could they have done differently?

Share your thoughts below or reflect anonymously in our one-question poll:

Disclaimer: This post reflects my personal views and experiences as an HR professional and does not represent the views of my employer. The content is for informational purposes only and should not be construed as legal advice. While I have earned the SHRM Workplace Investigations Specialty Credential, this post is not affiliated with or endorsed by SHRM. The insights shared here are based on my own interpretation of best practices and training. For guidance on specific workplace investigations or compliance issues, please consult a qualified employment attorney or HR professional familiar with your organization’s policies and applicable laws.

Shared by Anaya Gottilla | Explore HR Blog