In today's workplace, knowing how to express concerns or make a complaint professionally can mean the difference between being taken seriously and being labelled "difficult".

Disagreements, misunderstandings and even unfair treatment are sometimes unavoidable, but how you handle them determines whether you protect your job and your reputation.

Barbara Baliraine, a career and public speaking coach based in Nakuru, says that many employees find themselves in avoidable conflicts simply because they did not follow the right approach when raising workplace grievances.

“The first thing is not to respond in the heat of the moment,” she explains. “Process your emotions first so that when you speak, you’re professional. That way, you won't come across as disrespectful or overly reactive."

Here are her top tips for raising workplace concerns effectively and professionally:

1. Stay calm and professional.

When something upsetting happens at work, you may be tempted to confront it immediately. However, reacting out of anger or frustration can backfire. “Self-control is key. Always take time to cool off and plan your approach," advises Barbara.

2. Understand and follow the right procedure.

Most structured companies have a grievance-handling process that usually starts with reporting to your immediate supervisor before escalating. "Skipping steps can make it look like you’re undermining authority. Follow the hierarchy so your concerns are taken seriously," she says.

3. Focus on the issue, not the person.

Stick to the facts and avoid personal attacks. If it’s about how a project was handled, focus on that, not the person’s personality or history. "Avoid phrases like "they always do this". Stay specific to strengthen your case,” she says.

4. Keep detailed records.

Documentation is essential, especially for serious matters. Emails are ideal for this purpose, and in rare cases, recordings may be used if they are legally and ethically permitted.
“Recording should be a last resort and must always be in line with company policy,” she warns. "Having a witness is often better."

5. Approach HR with evidence, not emotion.

HR should be your last step after trying to resolve the issue internally. Come prepared with facts, documented conversations and evidence. "Don’t run to HR like it’s a high school prefect. Treat it like presenting to a lawyer: be professional and evidence-based,” says Barbara.

6. Offer constructive solutions.

Frame concerns as opportunities for improvement. Suggest alternative approaches instead of just pointing out problems.
"This shows you’re part of the solution, not just a critic," she advises.

7. Choose the right communication method.

For minor misunderstandings, an informal one-to-one conversation may suffice. For serious issues, use formal written communication.

8. Avoid office gossip.

Sharing grievances with colleagues informally can harm your credibility. “Remember that everyone at work is a colleague, not necessarily a friend,” Barbara warns.

9. Protect your reputation

Continue to perform your duties well, even when you have concerns. "Respect is currency in the workplace," she says.

Ultimately, workplace grievances are inevitable, but handling them tactfully and professionally with a solutions-focused mindset will make you stand out as someone worth listening to.

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