Managing Complaints

Managing Complaints

Every day, supervisors are approached with complaints.

Sometimes, the employee just wants someone to listen. However, many times the complaints are indicators of deeper and larger issues. Vital Learnings course on Managing Complaints equips leaders with active listening skills and a process to work through complaints, uncovering real issues so the employee and leader can address these challenges.

How would you respond?

My job is worth more than it pays. It should be reclassified at a higher level.

Course overview:

There are practical skills that leaders can learn that will help manage the complaints that their employees raise. The course opens by showing how leaders can search for the true symptoms of a complaint through active listening. Leaders will have a chance to practice this skill by learning specific skills sets that they can use as a process on the job. 

Learning Objectives

  1. Recognize that all team member complaints must be dealt with, rather than ignored or dismissed.
  2. Identify the potential underlying issues of the complaint to determine the reasons or causes of the complaint.
  3. Determine and address the underlying issues of the complaint to resolve the problem.
  4. Use active listening skills to maintain control, verify understanding, and determine the facts of the situation.
  5. Use the Managing Complaints Skill Points to plan and conduct a meeting with your team member.

In-person, Online or Blended learning options

Are you a new manager looking to learn how to effectively manage complaints that you hear from your direct reports? Perhaps you are an HR professional looking to bolster your organization’s leadership development program by teaching leaders how to Manage Complaints. This course fits both training needs because it is available in multiple formats.

Classroom Learning

Designed for 9-21 leaders. Industry-specific skill training. Physical workbooks

Online Learning

Perfect for individuals or teams. Includes free follow-up tools.

Blended Learning

Fully customizable solution. Combines the best of the in-person and online options.

What does the course cost?

The pricing below is for a single workbook or single online course credit for one leader.

Education pricing is available for workforce development programs through local colleges. Organizations that have 25 or more managers are able to purchase a subscription to the full course. Please email us for details.

Free and engaging follow-up training

Regardless of the training option that you choose, you will receive access to follow-up tools that will help leaders retain and apply what they learn. The tools range from printable handouts that leaders will use as a guide as they apply what they learned on the job.

  1. On-the-job guide – leaders will be able to review key points that will help them during their day-to-day responsibilities as managers.
  2.  Follow-up activities – All courses include 6-weeks of micro-learning activities. These activities are used as competitions when the training is used in a group learning format.
Vital Learning Leadership

Frequently Asked Questions

Supervisors, team leaders, and managers. If you or your organization have a position that oversees direct reports and is responsible for them, this course is for you.

Individuals in this position don’t need to be new to the position. This course work is for all managers and supervisors. 

Yes!

There are separate facilitation materials which include a leader’s guide and powerpoints that trainers and coaches can use to conduct this training.

If your organization doesn’t have access to a trainer, we are able to conduct or recommend someone to run the training.

In-person/blended learning classes: We recommend hosting these classes with 9-21 participants. 

If your organization has too few supervisors or managers, we recommend using the online training.

No!

The classroom or blended learning options use facilitation materials and a leader’s guide so any corporate trainer or consultant is able to buy the materials and use them immediately.

We provide on-demand train-the-trainers to help facilitators and trainers learn the course work. We are also available to answer questions about the course and its application.

The length of the course depends on which format you use:

  • In-person, classroom training takes 4-5 hours
  • Online training takes 1-2 hours
  • Blended Training takes 2-3 hours

All options include 6-weeks of follow-up, micro-learning activities.

Yes! All Leadership Essential courses are SCORM compliant.

If your organization doesn’t have an LMS, we can provide LMS access as a way for you to track which courses your leaders use.

The courses are tailored for office, industrial, and healthcare settings. However, the skills that are covered are the same across these different settings.

Yes! The publisher of this course has partnered with the University of Phoenix and the courses are accredited.

Are You Ready To Start?

Try our pilot package: Buy 20 workbooks and get a free facilitation kit.

Other Courses

You might be interested in these courses

Essential Skills of Leadership

Learn how to engage and develop teams

This course teaches leadership skills that make the difference between highly engaged teams and disengaged teams. These skills are surprisingly simple, but not commonly practiced.

Essential Skills of Leadership

Available online, classroom-based, or blended training option.
View Course

Essential Skills of Communication

Learn the essential skills of communication

Learn how to craft clear and concise messages. deliver messages designed for the team member. Listen to communicate. Manage non-verbal behaviors.

Essential Skills of Communicating

Available online, classroom-based, or blended training option.
View Course
- Center for Internal Change is an Authorized and Certified Distributor -