Managing Complaints

Leaders on the front line are often the first to hear about team member complaints. In this module, leaders learn to demonstrate their commitment to team members by addressing underlying problems.

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. Participants will gain skills that help them become more sensitive to the problems that drive complaints. Leaders will also understand why all team member complaints must be dealt with rather than ignored, as they view complaints as opportunities to enhance relationships and improve results.

Participants will learn: Why dealing with team member complaints is critical team effectiveness; how the effective team leader manages complaints; how to use listening skills to manage complaints; and how to ask effective questions that lead to problem resolution.