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Episode 5: What to Do with Hearsay at Work (When You Didn’t See It Yourself)

The Employee Help Desk with Susan Mahaffee

Release Date: 07/01/2025

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Somebody comes to you and says, “I heard that…” or “So-and-so told me…”—and now it’s in your lap. Welcome to the world of running a business with employees.

Is it gossip? Is it something serious? What do you do when you didn’t actually witness the situation yourself?

In this episode, we’re breaking down exactly how to handle secondhand reports, complaints, or concerns without jumping to conclusions, ignoring it, or making it worse. This is one of the most important people leadership skills you can build—and one that every small business owner needs.

🔑 What You’ll Learn:

  • Why hearsay situations can wreck trust if not handled well

  • How to stay neutral while gathering the facts

  • The 5-step process for handling hearsay without overreacting (or underreacting)

  • Simple, powerful phrases to set expectations in the moment

  • How to document things the right way (a.k.a. leadership insurance)

✅ Key Takeaways:

✔️ The 5 Steps to Handle Hearsay:

  1. Slow Down. Stay Neutral.

  2. Get Specific. (Ask who, what, when, where, how.)

  3. Assess the Nature of It. (Is it tension? A serious violation?)

  4. Address the Right Thing. (Is it a conversation about professionalism, boundaries, or a real complaint?)

  5. Document. Document. Document. (Privately, factually—not assumptions.)

🔥 Powerful Language for Setting Expectations:

  • “Here’s what I expect moving forward...”

  • “We don’t sit in silence when things get stuck. That’s not how we operate.”

  • “If something’s not working, I expect people to bring solutions, not just complaints.”

  • “This company runs best when everyone assumes good intent and addresses problems early—with the right people, not about them.”

💬 Real Talk:

Most of what comes to you like this isn’t an automatic crisis—it’s a signal that something needs attention. It’s either communication, expectations, or culture that needs a tune-up.

The key is learning how to handle it calmly, clearly, and consistently—so it doesn’t become a bigger problem later.

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