Receiving negative or even hurtful comments in a survey can be unsettling. It’s a delicate situation, but also an opportunity to strengthen a culture of trust and respect within your team.
Reminder: Surveys are designed to allow employees to express themselves freely and confidentially.
Here are best practices to help you manage these situations constructively, while respecting Amelio’s confidentiality and anonymity principles.
Have you enabled the comment reply feature?
→You can respond directly to comments in the platform using our best practices.
Immediate actions to take
In the days following the survey—or as soon as you notice uncivil comments—a simple and clear intervention can help reset expectations:
Send a message to your team
For example, remind them that comments have a real impact and that a respectful tone helps move conversations forward
Acknowledge the issue without pointing fingers
You might mention that some comments were more harsh than constructive, without quoting or trying to identify anyone
Reaffirm expectations
Remind everyone that the goal is to share ideas for improvement, not to express judgment
Provide a concrete example
Show how to turn a vague or negative comment into a constructive on
Mid-term actions
To prevent similar situations in the future, a few simple adjustments can make a real difference:
Add a visible reminder before surveys
A short sentence can help guide responses from the start
Equip managers
Provide them with examples or guidelines to help address these situations with their teams
➡️ For more tips to support your managers, refer to our page Resources for Manager
Recommended approach
How you respond matters just as much as what you say:
Acknowledge the intention behind the words
Even if the wording is clumsy, there may be a valid message underneath
Avoid reacting impulsively
Taking a step back helps ensure a calm and constructive response
Turn it into a learning opportunity
Use the situation to reinforce shared best practices
Set the tone
Calm, respectful, and solution-oriented communication shapes team culture
Example message to your team
“We noticed that some comments came across as more direct than constructive. We understand that certain topics can trigger reactions, and it’s important to be able to express them. That said, surveys are meant to help us improve together. Let’s aim to keep feedback respectful and solution-oriented.”
What if a comment is particularly concerning?
In some cases, a comment may go beyond tone (e.g., disrespectful, discriminatory, or concerning content).
In these situations:
Do not attempt to identify the person, even if the comment is shocking
Treat the comment as a signal, not an individual case
Clearly restate expectations around respect with the team
Reinforce the appropriate channels (HR, managers) to address such situations properly
For concerning comments directed at a specific individual, refer to our dedicated article on this topic.
In summary
Even when comments are difficult to receive, they remain a valuable opportunity to better understand your team’s experience.
By staying calm, setting clear expectations, and focusing on awareness, you can turn these situations into positive opportunities to strengthen communication and a culture of continuous improvement.