Objectives
- Understand why all team member complaints must be dealt with rather than ignored or dismissed.
- Be more sensitive to all the problems-major or trivial, real or imagined-that can lie behind complaints.
- Understand techniques used to determine underlying problems, which are not always the same as those the team member thinks are responsible for his/her difficulties.
- Use various techniques to solve such problems while maintaining a positive relationship with the team member.
Skill Points
- Ask team member to detail complaint.
- Get agreement on substance of complaint.
- Ask team member for solution.
- Schedule time for investigation and agree on action plan.
- Set a date for follow-up meeting.
Delivery Methods
Classroom, Online
Classroom: 4 hours
Online: 1-1/2 to 2 hours
