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In this episode of The Exceptional Leadership Podcast, we dive into a common but complex workplace challenge: when an employee skips their direct supervisor and takes a complaint or concern straight to the next level.

I share a personal example of a time I did this myself — not out of strategy, but driven by fear, uncertainty, and a lack of trust. It’s a reminder that bypassing the chain of command often reveals deeper issues around psychological safety and leadership gaps.

From a leader’s perspective, what should you do when someone comes to you about their manager? This episode explores why nuance and critical thinking are essential. I discuss how to identify whether the employee’s action is justified or if they are undermining their supervisor — and how to respond accordingly.

You’ll learn:

• How to approach these situations with emotional intelligence
• When to have a coaching conversation with the supervisor
• When to initiate a performance management process with the employee

Whether you’re a frontline manager or a second-line leader, this episode will sharpen your instincts and help you lead with both clarity and compassion.

🎧 Tune in to strengthen your leadership in moments that test your judgment.

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Mathew Hamilton leads a high performing team of professionals and has worked across numerous industries in both the public and private sector.
He holds an MBA from the Australian Institute of Business.