Dealing With Complaints

Prerequisites: The user must be generally able to navigate through a GUI application by clicking buttons and selecting menu items.

Dealing with Complaints focuses on interpersonal skills emphasizing communication and improvement of management skills by using behavior modeling.

For maximum benefit it is recommended that learners first experience the two foundation modules, Fundamental Skills of Managing and Fundamental Skills of Communicating, prior to taking this course.

The audiences for this course are team leaders, supervisors, and first-line managers. As the leaders on the front line, managers and team leaders are often the first to hear team member complaints. What may seem trivial to you could be very serious to the team member. So, all complaints must be treated with fairness and dignity. Each complaint should be addressed and resolved. The Dealing with Complaints course shows how to resolve simple complaints and identify the "hidden agendas" that so often underlie the chronic grievances.

Upon successful conclusion of the course, the student should 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.

Note: All web based training courses are Y2K (Year 2000) compliant.