Managing Complaints

Dealing with the issues to solve the problem

Managing Complaints

Managing Complaints shows managers and team leaders, often the first to hear team member complaints, that although the complaint may seem unimportant, each should be addressed and resolved.

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-judgmental. 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.

This program describes how to resolve simple complaints and identify the hidden agendas that so often underlie the chronic grievances.

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.

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.

Solution: Seeing complaints as chances to enhance relationships with team members.

Managing Complaints provides managers with the tools necessary to approach complaints in a way that is supportive of employee and team goals. Throughout the workshop, managers will review video presentations and case studies, participate in group discussions, practice new skills, and receive immediate feedback. They will leave with implementations tools, troubleshooting guides and additional resources to help them apply the skills they have learned on the job.

Managing Complaints is designed as an interactive 4-hour group workshop for 6 to 18 participants.

For online or blended versions of this program, please see our Online Campus at www.norquestonline.com.

Easy Program Delivery!

Administrator's Kit

The comprehensive Administrator's Kit includes everything you need to facilitate this course. Each facilitator guide includes a Facilitator Resource CD that contains forms, a PowerPoint, a Pre- and Post-Test, as well as additional materials to help instruct the programs and enable users to have a more powerful learning experience.

Order Administrator Kit: US $550.00 Buy Now

Participant Workbooks

Participant workbooks include a wealth of help and a complete record of the program. One book is required for each participant. This workbook is designed to be used with the classroom or online course.

Order Participant Workbook: US $36.00 Buy Now

Training Support

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