Dealing With Complaints
Total Time in the Classroom is 3 Hours
Course Description
As the Leaders on the front line, Managers, Supervisors and Team Leaders are often the first to hear Associate complaints. And though sometimes they may seem like a barrage of whining, each complaint should be addressed and resolved. This session shows how to resolve simple complaints and identify the “hidden agenda” that so often underlies the chronic grievance.
Method of Instruction
The first and second sessions, “Leadership Fundamentals” and “Communication Fundamentals”, are core requirements.
Elements of this three-hour session include:
The recommended format follows:
Click below for Individual Topics
Elements of this three-hour session include:
- “Learning by Doing” environment
- Workbook reading and exercises
- DVD segments showing the inappropriate method of handling a situation
- DVD segments showing the appropriate method of handling a situation
- Developing and role-playing job-specific situations
The recommended format follows:
Click below for Individual Topics
Benefits
Participants learn to:
This program is specifically designed to change individual behavior and affect the organization's culture.
At the conclusion of Module Seven, each participant is asked to design a 'Plan of Action', and to commit to this plan by completing a 'Commitment Sheet'. This 'Commitment Sheet' lists specific steps the participant will take to reach their desired goal.
Each participant is asked to commit to a time period of not more than four weeks before his/her manager can expect to observe positive changes in their job performance. These positive changes will be quantifiable and recognizable by improvements in behavior, output, employee morale, etc.
The participant keeps a copy of the 'Commitment Form' and one will be provided to their immediate manager which will allow for proper follow-up.
- Understand the personal and professional benefits of changing his/her behavior where necessary
- Identify and recognize personal habits and characteristics that need to be changed
- Practice the skills that lead to a change in behavior resulting in improvements in efficiency, quality, safety, morale, personal satisfaction and self-esteem
This program is specifically designed to change individual behavior and affect the organization's culture.
At the conclusion of Module Seven, each participant is asked to design a 'Plan of Action', and to commit to this plan by completing a 'Commitment Sheet'. This 'Commitment Sheet' lists specific steps the participant will take to reach their desired goal.
Each participant is asked to commit to a time period of not more than four weeks before his/her manager can expect to observe positive changes in their job performance. These positive changes will be quantifiable and recognizable by improvements in behavior, output, employee morale, etc.
The participant keeps a copy of the 'Commitment Form' and one will be provided to their immediate manager which will allow for proper follow-up.