Handling complaints properly and professionally is an important skill that all HR managers must master. Complaints from employees are a major headache for everyone involved in the workplace. Handling complaints in a professional and timely manner will resolve any issues quickly and save everyone involved time and money. Following are some simple but effective communication techniques that should be used by HR managers to handle complaints properly:
Prioritize - All employees are different and therefore deserve equal attention. Prioritize the complaints and importance them. For example, it would be better to assign someone with the responsibility of recording employee grievances to go over the video recorded at regular intervals in order to determine whether there is indeed a valid complaint and if so, what should be done next.
Manage - The entire process involves ensuring that the staff complain is handled appropriately. Some employees feel they were not heard or seen, while others may have been offended due to the language used. Ensure that all staff feel respected and their needs are addressed at the same time. The best way to do this is to ensure that all complaints are handled in an organized, logical manner. Only deal with complaints that need to be escalated to senior level management and never pass on any concerns to the customer service department as these concerns can be forwarded to them.
Be Proactive - Communication is key. However, the process does not stop with communication. Effective communication techniques are important in making your workplace a conducive, friendly, and productive work place. Try to use language that is easy to understand. Also, ensure you keep the workplace free of distractions such as mobile phones, television, iPods, etc.
Remain Consistent - In order to make the process of resolving complaints a positive experience, it is important to remain consistent in communicating with all parties. It is advisable to send out correspondence to each party at the same time each week, following up with follow up phone calls or text messages in a timely manner. Be careful not to lose control of the situation. You do not want to appear too controlling as this could put both parties on edge.
Keep Things Simultaneously Clear and Simple - Having a simple yet clear explanation of what is required and why it is being done will help put matters straight and clear. It is important to communicate details of the complaint from the point of view of the customer. This helps to prevent any misunderstanding. By providing clear details, the management team can move to address the complaint as fast as possible.
Manage Time and Energy - When handling complaints, give the customer plenty of time to make their side of the story. Give them the opportunity to back up their claims. You should also give them the chance to ask questions, clarify issues, and even provide alternative avenues to satisfy their needs. The more information and clarification you can provide, the better chances you have to solve the problem amicably. The management team will then have the time and energy they need to address all of the complaints and concerns that have been raised.
Do Not Be Afraid to Act - Dealing with complaints is no small matter. One wrong move can cause real damage to your business. It is often difficult to avoid making decisions that will impact negatively on your company. You need to be sure that you are able to act quickly when and if a management team member makes a suggestion or complaint. This will also enable you to deal with complaints effectively.
