Essential Skills
Managing Complaints
Leadership Essentials Series
Managing Complaints helps managers effectively handle employee complaints in a manner that supports the employee while maintaining team goals. The course covers how to identify underlying symptoms of complaints and use active listening skills in complaints conversations.
Contact us for more information about this course
Course 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.