As the leaders on the front line, managers and team leaders are often the first to hear team member complaints. And though sometimes they may seem to they may seem to be unimportant, each complaint should be addressed and resolved. This module shows how to resolve simple complaints and identify the “hidden agendas” that so often underlie the chronic grievances.
Managing Complaints
Delivery Methods Available:
Classroom, Online, Blended
- Classroom – 4 hours
- Online – 1 ˝ to 2 hours
- Blended – 1 ˝ to 2 hours Online + 2 Hour Classroom
Objectives
- Understand why all team member complaints must be dealt with rather than ignored or dismissed.
- Be more sensitive to all the problems-minor or trivial, real or imagined-that can lie behind complaints.
- Understand techniques used to determine underlying problems, which are not always the same as those the team member thinks are responsible for his/her difficulties.
- Use various techniques to solve such problems while maintaining a positive relationship with the team member.
Skill Points
- Ask team member to detail complaint.
- Get agreement on substance of complaint.
- Ask team member for solution.
- Schedule time for investigation and agree on action plan.
- Set a date for follow-up meeting.
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