Handling Complaints
Purpose of Process:
To allow employees to constructively express their concerns, to allow an organization to continuously improve, and to maintain employee morale at a healthy level.
Recommended Steps in the Process:
- Establish mechanisms for employees to voice their complaints:
- Suggestion box
- Company newsletter
- Human Resources
- Managers trained to have good listening skills
- Listen to the complaint. If you personally receive the
complaint, listen attentively, openly, and avoid interrupting
the individual complaining.
- Direct the individual to the party that is the source of the
complaint. Reluctance of the employee to take the complaint
directly to the responsible party indicates a problem. Either
the one complaining is too sensitive, has a self-esteem problem,
or the party responsible for the complaint lacks communication
(listening) skills. Address these problems.
- Evaluate the complaint. Determine who is the source of the
complaint and how many other employees could be impacted by the
same complaint.
- Depending upon the breadth of the complaint, have management
review the complaint and consider if changes can be implemented
that address the complaint.
- Have the individual who is the source of the complaint,
respond to the complaint. For broad organizational complaints,
this will typically be the general manager of the organization.
The manager can address all affected employees at a single
meeting. Explain why the subject of the complaint exists and
discuss solutions. Get buy-in to the solutions, and have those
complaining be part of the solution, if possible.
- If the solution involves a change, monitor the change periodically. Ask the employee(s) who complained if they think the solution is working.
Process Tips:
The steps in handling complaints will not always follow the order indicated above. Responding promptly and respectfully to the complaint is very important, even if the solution is not fully satisfactory to the individual who's complaining. Effectively and constructively addressing complaints contributes to employee morale and empowers employees to be accountable and responsible in performing their jobs.
Some employees, however, are just habitual complainers. If they continue to complain even after addressing the complaint or if they frequently complain about minor issues, and their complaining interferes with their productivity or the productivity of the organization, counsel them to focus more on doing their job and less on issues that distract them from doing their job. If counseling doesn't fix the problem, refer to the Disciplinary process.
Note that the National Labor Relations Act provides protection to both union and non-union workers "to engage in protected, concerted activities for their mutual aid and protection." The action of employees approaching their management as a group (or one employee speaking on behalf of a group of employees), to discuss pay, hours of work, or working conditions, is protected. No adverse action (e.g. discharge, demotion, or punitive measures) can be taken against the employee(s) for raising such an issue.
How HRSource™ Can Help:
Use
HRSource™ to track complaints and resolutions of the parties
involved in the complaint.
