Building Confidence to Support Our Teams Through Challenges

Our Assistant Hotel Managers recently took part in an “Action maze” exercise on handling workplace investigations. The scenario centred on a fictional case of an employee who made a serious complaint against a manager.

Working step by step, participants had to decide how to respond — from the very first action (such as whether to suspend the manager or move the employee) through to interviewing colleagues, managing conflicting accounts, and dealing with legal and procedural challenges.

The exercise highlighted just how complex and sensitive investigations can be. Every decision had consequences, and managers had to balance fairness, confidentiality, legal obligations, and the wellbeing of those involved.

By working through the maze, our managers practiced the skills needed to:

• Handle complaints with professionalism and empathy

• Ask the right questions in interviews

• Manage difficult conversations and reluctant witnesses

• Make fair, evidence-based decisions

It was an engaging and thought-provoking way to build confidence in managing difficult workplace situations — ensuring that as leaders we are better prepared to support our teams with fairness and integrity.

In addition to this exercise, time was spent running through the changes in employment law in 2025 and all the recent updates to Talos 360.

We are planning to roll this training out to France and Spain earlier next year.