Supervision: Dealing With Complaints - Office Version

To effectively deal with complaints, this training exposes the learner to effective techniques used to determine and solve problems while maintaining a positive relationship with team members.

Training for all team leader, supervisory or management personnel in an office work environment.

• Why and How To Handle Complaints
  • Why handle complaints
  • Causes of complaints
  • How to handle complaints
  • Minimizing the number and strength of complaints
• Dealing With Complaints Traditionally
  • Traditional methods of handling complaints
  • Evaluating the traditional method
• Skills For Dealing With Complaints
  • Discovering the skill points
  • Reinforcing the skill points
• Summary
  • Summary

• Learn how and why to handle complaints.
  • Describe the difference between a complaint, a dispute and a grievance.
  • Describe the difference between conciliation and arbitration.
  • Explain ways to minimize the strength and volume of complaints.
  • Describe the values of handling complaints.
  • Define the attributes of a valid complaint.
• Interpret the underlying problems behind complaints.
  • Recognize the value of maintaining team member self-esteem when dealing with complaints.
  • Describe the difference between vague and specific complaints
  • Explain the value in handling a complaint.
  • Recognize the negative effects of ignoring complaints.
• Use appropriate skills to resolve complaints.
  • Agree that complaints are inevitable in all job situations.
  • Recognize that complaints may have a deeper, underlying cause.
  • Identify the basic skills for dealing with complaints
  • Explain the value of using the basic skills when handling complaints.