Next time when someone arrives in your office with a complaint, especially about their manager, don’t immediately try to solve their problem.  This is a very hard thing to do, since you, more than likely understand full well the entire issue, and can actually solve it.

But, to gain more credibility and to improve your reputation within the Company, you should find ways to be a comfort to both the employee and to the line manager.  The line manager wants your help in dealing with these situations, he does not want you to take over.

Some HR people are great at this, others aren’t.  I would be interested in hearing from some HR managers on how they manage this delicate balancing act/issue.