Managing Complaints

  • My job should be reclassified, I am clearly not at the pay level I should be.
  • Josh frequently gets in my personal space and I am feeling uncomfortable.
  • Overtime has not been offered in a fair way.
  • I cannot work on this computer.
  • The office is too cold!
  • I get my assignment with too little notice

Everyday, supervisors are approached with complaints. Sometimes, the employee just wants someone to listen. Most of the time, the complaints are indicators of deeper, larger issues.  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.

  • Delivery Methods: Classroom, online or blended
    Timing: 4 hours and 45 minutes including 30 minutes of suggested breaks.
  • Custom Versions: Office, Industrial and Healthcare included in each facilitator kit.
  • Class Size: 8-21
  • College Credit: All of Vital Learnings courses are pre-approved for college level credit.
  • Online Timing: on average, learners spend 60 minutes 
  • LMS: All courses are SCORM compliant. Hosted through your LMS or ours
  • Intended audience: First line supervisors, team leaders, managers
  • Reinforcement: two kinds are build into each module
  • Certification: There is no requirement. 
  • Train-the-trainer: on-demand TTT’s available for all modules.

Learning Objectives 

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

Skill Points

    1. Open: Ask the team member to detail the complaint.
    2. Clarify: Ask questions to gather all available details.
    3. Seek/Share: Summarize the complaint to demonstrate your understanding.
    4. Agree: Agree on appropriate actions to solve the complaint.
    5. Close: Express your appreciation to the team member for bringing the complaint forward.
I just wanted you to know that I have had an opportunity to put into practice what we learned at class. I was all in a tizzy on how to handle a complaint and I looked in the manual and thought " Hey -- I have done this -- and I can do this." The (skill) steps WORKED perfectly. I have an opportunity to again practice with another staff member in a day or two and I will use the (skill) steps again. If it helps just these 2 times-- it was well worth the time, money and effort to help this ole manager!
Participant
PA Department of Education
Demo Workbook
Sample from Trouble Shooting Guide

For the Facilitator

For the Participant

  • Facilitator kits- everything needed to facilitate this course
  • On-demand train-the-trainer with tips, best practices, enhancements and alternate ways to deliver activities
  • Facilitator level access to the Vital Hub- jogger card templates, trouble shooting guides, reproducible worksheets and more
  • Participant workbook – in digital or print versions
  • 48 Hour reinforcement tool – reinforces what’s been learned in first 48 hours following training
  • Vital Boost- six weeks of reinforcement questions with a leaderboard to compare scores
  • Participant level access to tools in the Vital Hub such as reproducible worksheets to put what has been learned into practice and trouble shooting guides that cover barriers that may occur when practicing skills with strategies

Applications for this course

Reinforce DiSC with this course

  1. Brand new team leader or supervisor, or lower level manager.
  2. Team leaders, supervisors, managers who have missed basic supervisory training along the way.
  3. Team leaders who are experience frequent turnover, conflict on their teams, lawsuits, or any issues that requires them to call upon HR to their team.
  4. A great number of issues team leaders bring to HR are due to a lack of basic supervisory skills. If you want to reduce the time HR is spending doing the work of the supervisor, the Leadership Essential Series is a perfect choice.
  5. If your organization has previously introduced DiSC to supervisors, it can become a thread through these courses. It can also be brought into the skill practice in each course.

Skill Practice – “Skill Practice #2”

    • Add a layer of complication by assigning DiSC profiles and asking the team leader to keep the profile of the team member in mind during the discussion. During the debrief, discuss how the DiSC profile of the team member impacts how the team member approaches the discussion.

Course Outline

Class introduction

  • Open the course
  • Wow!
  • The difficulties of managing complaints

Key Concepts

  • Complaints are symptoms
  • Managing complaints with active listening
  • Managing complaints with active listening exercise

Skill Points

  • Introduction to the skill points
  • What would you say?

Foundational Skills

  • Overcoming obsticals

Positive model

  • Introduce positive model
  • Positive model video

Skill Practice

  • Skill Practice #1 Preparation
  • Skill Practice #1 Coaching
  • Skill Practice #1
  • Skill Practice #1 Feedback
  • Skill Practice #2 Preparation & Coaching
  • Skill Practice #2
  • Skill Practice #2 Feedback
  • Skill practice debrief

Reinforcement

  • 48 hour reinforcement
  • Vital Boost

Summary

  • Review achievement path
  • Close the class

__________

  1. Brand new team leader or supervisor, or lower level manager.
  2. Team leaders, supervisors, managers who have missed basic supervisory training along the way.
  3. Team leaders who are experience frequent turnover, conflict on their teams, lawsuits, or any issues that requires them to call upon HR to their team.
  4. A great number of issues team leaders bring to HR are due to a lack of basic supervisory skills. If you want to reduce the time HR is spending doing the work of the supervisor, the Leadership Essential Series is a perfect choice.
  5. If your organization has previously introduced DiSC to supervisors, it can become a thread through these courses. It can also be brought into the skill practice in each course.
 
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