How many times have you witnessed this type of situation? A team member approaches a manager with a complaint. However, the manager refuses to address the issue or doesn’t fully comprehend the scale of the complaint.
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.
Managers and team leaders will be able to manage complaints effectively by:
- Understanding why all team member complaints must be dealt with rather than ignored.
- Be more sensitive to all the problems–major or trivial, real or imagined–that can lie behind complaints.
- Understanding techniques used to determine underlying problems, which are not always the same as those the team member thinks are responsible for his/her difficulties.
- Using various techniques to solve workplace problems while maintaining a positive relationship with the team member.
For a complete list of management training programs and delivery methods, check out our Skywalk Group Training Matrix.
If you have a team or a few select individuals that could benefit from complaints management training, Skywalk Group offers three convenient options to meet your needs: