MANAGING COMPLAINTS

Deal With the Issues to Solve the Problem

Managing complaints is not on the top of any manager’s list of favorite activities. Many managers follow the “if I ignore it, it will go away” methodology. Of course, that’s a poor approach to any complaint and a very counterproductive way to manage those complaints that really do represent significant concerns. Those concerns, if left unheard and unaddressed, may drag down individual and team performance.

Team members need and deserve to be heard. After all, that’s how they know that their manager values their contribution to the team and cares about them as individuals.

To manage complaints well requires a proven process that builds on listening and problem-solving skills. That process, and the individual skills that support it, are the basis for the Managing Complaints program.

Managing Complaints makes clear that when you really listen, you must do so in a way that is non-judgemental. That’s critical because what appears to be a minor issue to you may appear to the complaining employee to be a major problem. When you really problem-solve a complaint, you use specific techniques to identify the potentially serious issues, if any, that underlie the complaint. That’s also critical because many complaints that seem minor actually mask significant issues with broad productivity impact.

Program Description

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 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 provides managers with the tools necessary to approach complaints in a way that is supportive of employee and team goals. They will leave with implementation tools, troubleshooting guides and additional resources to help them apply the skills they have learned on the job.

With its focus on listening and problem solving, Managing Complaints can help even experienced managers feel comfortable hanging an “always open” sign on their office door. After all, it’s up to the manager to stay on top of and manage individual and team issues.

Objectives

Participants completing Managing Complaints will be able to:

• Understand why all team member complaints must be dealt with rather than ignored or dismissed.
• Be more sensitive to all the problems—major 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.
  

Participant Workbook

This workbook serves as a companion to the online program. Though not required, the workbook provides the learner with more information, exercises, forms, skill practice aids, and tools and resources for applying the skills learned in the course. One book is required for each participant. The workbook was designed for use with the classroom version of this course and does not correspond directly to the online course – it is, however, a valuable resource for practicing the skills and for reinforcement. It is highly recommended.

Training Support

Support for Facilitators, Trainers and students is also available by email, teleseminars, or webinars. If you have questions, or would like more information, please contact us

All courses are offered on a 12 month subscription basis.

To Purchase

Managing Complaints is a 1.5 – 2 hour Online Course

US $44

Managing Complaints Online Course Plus Participant Manual

US $67