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How do you deal with team member
complaints? Do you ignore them? Avoid
them? Overreact to them? Or do you treat
them as a way to solidify the team and
improve team member self-esteem?
Your own perception is not as important as
the team member’s view of the problem.
What may seem trivial to you could be very
serious to the team member. So, all
complaints must be treated with fairness and
dignity.
Some complaints may appear to be minor –
just irritations that might go away with time –
but they will probably build up into larger
problems. A small sore can fester and
become a major wound. Also, a complaint is
often a sign of a team member who is
unmotivated and, therefore, unproductive.
Other complaints are serious to begin with,
threatening the work environment. These
can go from being an open wound to a
fatality in terms of productivity and teamwork.
It’s important to see complaints as chances
to enhance your relationship with team
members. The simple act of listening to and
really hearing the complaint goes a long way
toward making the team member feel important.
However,listening is not enough. In fact, if you listen and do nothing, the situation will
get even worse. Instead,you need to deal with the issues and solve the problem, if possible.
Program Description
As the leaders on the front line, managers and
team leaders are often the first to hear team
member complaints. And though sometimes they
may seem unimportant, each complaint should be
addressed and resolved. This module shows how
to resolve simple complaints and identify the
hidden agendas that so often underlie the chronic
grievances.
Managing Complaints
is an interactive, 4-hour group workshop designed for 6 to 18
participants.
Download
PDF version |
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