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Handling complaints from your team members

Published on September 28, 2017   16 min

Other Talks in the Series: The Art and Practice of First Level Management

Hi there, my name is Catherine Mattice Zundel and I'm a strategic human resources consultant, in San Diego, California, in the United States. My consulting firm focuses on helping organizations build positive workplace cultures, so that employees can thrive. One piece of that is ensuring managers know how to take complaints from their employees and how to resolve those complaints.
We're going to talk about some tips for being proactive, or things you can do to create a positive environment in order to minimize complaints. Then we'll talk about how to handle complaints when you receive them. And finally we'll review four case studies to help pick through how to solve complaints. Of course there are always several things to think about as you resolve complaints. So the case studies will hopefully give you some ideas on how to sort through the details.
So what would you do if your employee complained that his neighbor had really strong perfume or cologne? Asked you about filing a grievance with H.R. because she felt bullied? Or was frustrated with the peer, because she says, "He never does his share of the work?" When you're a manager, you'll receive all sorts of interesting complaints and questions from your employees. I've heard complaints about body odor, nails being too long so it was slowing down another coworker's production, someone sleeping on the job and one employee even sending a YouTube video that was crossing over into sexual harassment, and many more.

Handling complaints from your team members

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