How do you deal with team member complaints? Do you ignore them? Avoid them? Overreact to them? Or do you treat them as a way to solidify the team and improve team member self-esteem? Your own perception is not as important as the team member’s view of the problem. What may seem trivial to you could be very serious to the team member. So, all complaints must be treated with fairness and dignity.
Some complaints may appear to be minor – just irritations that might go away with time – but they will probably build up into larger problems. A small sore can fester and become a major wound. Also, a complaint is often a sign of a team member who is unmotivated and, therefore, unproductive.
Other complaints are serious to begin with, threatening the work environment. These can go from being an open wound to a fatality in terms of productivity and teamwork. It’s important to see complaints as chances to enhance your relationship with team members. The simple act of listening to and really hearing the complaint goes a long way toward making the team member feel important.
However, listening is not enough. In fact, if you listen and do nothing, the situation will get even worse. Instead,you need to deal with the issues and solve the problem, if possible.
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 is an interactive, 4-hour group workshop designed for 6 to 18 participants.
Course includes pre-test, post-tests and skill practices. This course can also be customized to reflect your specific business or industry and it is available online or for classroom facilitation. New videos represent today’s workplace environments and scenarios.
Participant Workbooks include course objectives, key terms, an Awareness Inventory (a self-assessment on the topic), activity worksheets, Job Aids and Resource Materials, a bibliography and a Troubleshooting Guide.
The workbook is designed to complement the online course or the classroom session.
One book is required for each participant.
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