Reporting Stems from Culture: Assessing the Root Causes of Complaints

Workplace complaints don’t happen in a vacuum. They are signals of deeper cultural patterns. The behaviors that get reported are often the same ones that were never addressed early through everyday feedback and accountability.

This session with workplace civility expert Catherine Mattice explores how reporting data reflects workplace culture, and how organizations can move beyond reacting to complaints to understanding their root causes. By connecting reporting trends to gaps in communication, leadership behavior, and psychological safety, participants will learn how to use complaints as valuable insights, not just issues to resolve.

At the end of the session, attendees will:

• Identify common root causes behind complaints
• Interpret reporting data and trends as indicators of underlying cultural strengths and risks.
• Apply strategies to address concerns early through respectful, direct feedback to prevent escalation into formal complaints.
• Develop practical approaches to integrate feedback conversations reinforcing a proactive, speak-up culture.