Managing Complaints (MC) provides managers with the tools necessary to approach complaints in a way that is supportive of employee and team goals. Throughout the workshop, managers will review video presentations and case studies, participate in group discussions, practice new skills, and receive immediate feedback. They will leave with implementations tools, troubleshooting guides and additional resources to help them apply the skills they have learned on the job. The 4-5 hour workshop is designed for 6-18 participants and includes the following:

• Why Dealing With Team-Member Complaints Is Important
• How the Effective Team Leader Manages Complaints
• Use Your Listening Skills to Manage Complaints
• Questioning

Facilitator Guide

• Complete instructions on how to conduct the workshop.
• Explanatory text for the trainer, sample trainer narrative, transcripts of video segments and facilitation notes.
• Facilitator Resource CD-Rom containing PowerPoint presentation, additional resources, and reproducible pages from the facilitator guide as well as entire participant workbook.

Participant Workbook

• Exercises, forms, skill practice aids, and a video synopsis.
• Job Aids section with tools and resources for applying the skills learned in the workshop.
• Memory Jogger Card providing a handy reminder of the workshop’s skill points.

• Introduction followed by a scenario displaying positive use of the three skill points discussed in the program.
• Video segments focusing on modeling positive behaviors for skill practices.
• Scenarios in both office and industrial settings.