Course Details
Course Details
Course ID
3843
Course Name
Managing Complaints
Contact Hours
6.0
Approved Industry
Drinking Water and Wastewater
Partner Name
Keystone Academy for Learning
Primary Contact
Robert Jackson
robjackson@state.pa.us
7177055664 Ext.
Website
Description
As the leaders on the front line, managers and team leaders are often the first to hear team member complaints. And though sometimes they may 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 the chronic grievances.
Course Level
Basic thru Intermediate
Course Content
* Broad overview of handling employee complaints effectively before they reach the first stage of discipline
* Review of key terms throughout the process
* An awareness inventory to measure the extent of participants' understanding of dealing with complaints
*up meeting
* Behavior modeling (observing bad modeling/good modeling; replicating good modeling through group excercises)
* Preview job aids and resource materials appearing in student's workbook
Target Audience
Newly appointed leaders of people and projects, emerging leaders, those who have been in a leadership role for a period of time and need a refresher and anyone who will benefit from the objectives of the course
Training Format
Classroom