Managing
Complaints and Conflict
Ordering
Course
Description
Managing Complaints is one of the courses included in our Supervision Series. It focuses on interpersonal
skills, emphasizing communication and improvement of management skills
by using behavior modeling. For maximum benefit, it is recommended that
learners first experience the two foundation modules,
Essential Skills of Leadership
and Essential Skills of
Communicating prior to taking this course. The audiences for
this course are team leaders, supervisors, and first-line managers.
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 Objectives
When you have completed the
Managing Complaints course,
you will be able to conduct a successful meeting with a team member to
coach them on how to perform a job, task, or skill by:
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Understanding why
all team member complaints must be dealt with rather than ignored or
dismissed.
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Being more
sensitive to all the problems—major or trivial, real or
imagined—that can lie behind complaints.
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Understanding
techniques used to determine underlying problems, which are not
always the same as those the team member thinks are responsible for
his/her difficulties.
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Using various
techniques to solve such problems while maintaining a positive
relationship with the team member.
E-Learning Course Features
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Courses are approximately 3-4 hours in length
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Each course can
be retaken and is available online for up to 12 months
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Downloadable course completion
certificate provided
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Available 24/7 for initial learning or just-in-time skill
refreshment
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Full bookmarking
capability so you
can start and stop at anytime
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Features a high degree of interactivity that engages
adult learners
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Each
course contains interactive exercises and simulations and
assessment tools
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Includes a pre and post test so it's
easy to measure knowledge acquisition
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Self-awareness
inventories
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Skill practice
sessions connect the
skill points to
realistic business
challenges
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Online courses can be blended
to include a workbook
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Administrative tracking mechanism to view student progress
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Onsite licensing for larger organizations
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Free online course
preview
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Contact us for more
information
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Take this online course for $49
Facilitator Training Kit Includes:
Facilitator Guide
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DVD
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Word by Word Script
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Pre and Post Tests
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PowerPoint
Slides
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Reading
Lists
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Internet
Bridge
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Memory Card
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Test Answers
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Certificate of Completion
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Program Evaluation
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Self-Assessment Worksheet
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Action Plan Worksheets
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Announcement
Letters
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Preview the instructor Facilitator Kit and video segments
DVD Video
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Introduction
followed by a scenario displaying positive use of the skills
discussed in the program
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Video
segments focusing on modeling positive behaviors for skill practices
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4-6
Vignettes--Includes both Professional
and Industrial versions
Participant Workbook
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Approximately 90 pages
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Exercises, forms, skill practice aids, and a video synopsis.
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Job Aids section with tools and resources for applying the skills
learned.
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Memory Jogger Card providing a handy reminder of the workshop’s skill
points.
Ordering Information
