For: First-line managers and team leaders in both office and industrial / manufacturing locations

How does the manager or team leader deal with complaints? Ignore them? Avoid them? Overreact to them? Or does this individual treat them as a way to solidify and improve self-esteem?

The manager's / team leader's own perception is not as important as the individual’s view of the problem. What may seem trivial to the manager / leader could be very serious to the individual. So, all complaints must be treated with fairness and dignity.

It is important to see complaints as an opportunity to enhance their relationship with staff / team members. But, listening is not enough. In fact, to listen and do nothing will only aggravate the situation. If possible, the issues must be addressed and the problem solved.

Objectives
Managers and team leaders will learn to:

		Understand why all team member complaints must be dealt with rather than ignored or dismissed
		Be more sensitive to all the problems-minor 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

Description
As the leaders on the front line, managers and team leaders are often the first to hear staff complaints. Although a complaint may often 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 chronic grievances.

Course Content

Essential Skills of Leadership and Essential Skills of Communicating
An overview of the importance of effective interpersonal skills in managing and communicating with people, and how these skills support the step-by-step methodology. A review of pre-workshop exercises designed to start the learning process before the participants arrive at the session.

The Principles of Behavioral Modeling

		Traditional Models
		Positive Models
		Discussion
		Role Plays
		Job Specific Role Plays

Course Length and Format
Interactive, 4-hour group workshop designed for 6 to 18 participants

The workshop includes:

		Video presentations of case studies
		Group to exchange views, experiences, and ideas
		Exercises to develop and transfer skills.
		Extensive practice and role-plays
		Immediate feedback and critique of the manager’s and team leader’s use of the skills and techniques taught in the workshop

Course Materials

Facilitator’s Guide
Contains complete instructions on how to facilitate the workshop. It includes explanatory text for the trainer, sample trainer narrative, transcripts of visual segments, and annotation notes.

Participant Workbook
Used to help transfer the step-by-step skills of the behavior modeling process, with job-specific case studies emphasizing on-the-job aids and resource material supplied within each workbook. It contains:

		pre-workshop cognitive exercises
		forms for workshop activities
		skill practice aids
		a video synopsis
		a section to help participants transfer skills back to the workplace includes a skill application plan, a troubleshooting guide, and a general review

Video component
Contains an introductory segment and a traditional behavior scenario, followed by a behavior model

Overhead transparencies
Provide for critical skills analysis

Trainer audio cassette
Contains a recording of the explanatory text and sample narrative for each module

Participant practice audio cassette
Offers additional skill-building exercises for workshop participants. It can be used during the workshop session or for self-study later.

Self-Assessment Profile
Facilitates the transfer of learned skills to the workplace.

Memory Jogger Card
Provides a handy, succinct reminder of each module’s skill points. This card is to be handed out at the end of each workshop, so participants can use it on the job as a reminder of the skill points they have learned.

DEALING WITH COMPLAINTS  (Classroom format)
Administrative Kit
Number: 120390
Price: US$ 400.00  (retail: US$ 500.00)

Participant's Workbook
Number: 119394
Price: US$ 23.00  (retail: US$ 28.00)

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Package - Administrative Kit - 13 Titles
Number: 120490
Price: US$ 3,900.00  (retail: US$ 4,875.00)

Package - All 13 Supervision Series Workbooks
Number: 119454
Price: US$ 286.00  (retail: US$ 416.00)

Package - Supervision / Winning Through Customer Service Combination
13 Supervision Administrative Kits -and-
1 Winning Through Customer Service Administrative Kit
Number: 120494
Price: US$ 4,300.00  (retail: US$ 5,375.00)

Package - Supervisory Administrative Kit - 10 Titles Choice
Number: 120491
Price: US$ 3,000.00  (retail: US$ 3,750.00)

Package - Supervisory Administrative Kit - 8 Titles Choice
Number: 120492
Price: US$ 2,560.00  (retail: US$ 3,200.00)

Package - Supervisory Administrative Kit - 5 Titles Choice
Number: 120493
Price: US$ 1,800.00  (retail: US$ 2,250.00)

Return to the general information page for all Supervisory Development Series classroom format courses

Skill Building -- LISTING OF ALL COURSES CD-ROM COURSES - Supervision / Management CLASSROOM COURSES     Supervision Series - Spanish     Serie Supervisión - Edición en español Supervisory / Management     Assigning Tasks Effectively     Coaching for Improved Performance     Communicating with Your Manager     Delegating Effectively     Developing Performance Standards     Dealing with Complaints     Fundamental Skills of Managing     Fundamental Skills of Communicating     Improving Employee Work Habits     Management Orientation, Reinforcement & Support     Performance Assessment     Using Positive Discipline     Preparing for Change Customer Service     Winning Through Customer Service Sales & Tele-sales     Coaching for Results     Customer-Oriented Selling     Telephone Prospecting & Qualifying Basic Skill Development     Achieving Communication Effectiveness     Professionalism in the Office WEB-BASED / ONLINE COURSES Supervisory / Management Series     Assigning Tasks Effectively     Coaching for Improved Performance     Delegating Effectively     Developing Performance Standards     Dealing with Complaints     Dealing with Conflicts     Fundamental Skills for Managing     Fundamental Skills- Communicating     Using Positive Discipline     Preparing for Change Customer Service Series     Delivering Customer Focused Service     Dealing with Difficult Customer Situations Tele-sales and Service Series     Completing Customer Agreement     Making Customer Recommendations     Incoming Sales or Service Call     Negotiating About Money     Initiating the Outbound Call Sales Skill Builders     Sharpening Active Listening Skills     Planning Effective Sales Calls     Managing Sales Obstacles     Coaching Consultative Sales Process     Value-Added Selling Basic Skills Development     Diversity Awareness     Achieving Communication Effectiveness     Understanding & Using Financial Data     Professionalism in the Office     Performance Excellence Planning Online Course Demonstation Online Campus Set-up Business / Career Opportunity

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