Objectives 

• 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.

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                     
• Summarize and confirm conclusion

Participant Workbook