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Step 1
Listen to the complaint and paraphrase it.
First off, this helps clarify the complaint for everyone and prospects a greater chance of both sides of being on the same page. While your listening to the complaint be careful and distinguish the facts from opinions. Sometimes, when the facts are explained to the employee, complaints are dropped. Remember at times employees think they know the facts when they do not. -
Step 2
Ask the complainer to recommend a solution.
Actually listen to the recommendation as it may be a good solution that you haven't thought of. Just because you asked for their opinion on the other hand does not necessarily mean you must implement it. -
Step 3
Schedule time and make a decision.
Gather all the facts; it may involve checking records or talking to others about the complaint. Tell the employee that you will need a specific amount of time to consider the complaint. Showing no intention of addressing the complaint may frustrate the employee. An example of this would be feedback such as "I'll get back to you" -
Step 4
Develop a plan for addressing the complaint.
At this point yo may choose to either accept the employee's recommendation or you may come up with a different solution. If no action is taken towards the complaint it is best to explain to the employee why such actions will not be implemented towards the situation. -
Step 5
Implement the plan and follow up.
If an action is developed for solving the complaint it is important to implement the plan. This can be done by simply following up with the progress of the plan for instance meeting with the employee after the solution is implemented.
Comments
kaldrich88 said
on 7/24/2009 very useful article! 5*