Making and Receiving Complaints Definition Making a complaint
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Making and Receiving Complaints
Definition Making a complaint – • informing the appropriate person that you are not satisfied with something
Skill Steps Decide if you have a reason and a right to make a complaint – • 1. Plan how you’ll make your complaint • 2. Make the complaint appropriately • 3. Listen carefully to the response to your complaint
Benefits • When you make complaints appropriately: - Others may be more likely to listen to you - You may avoid getting a reputation of being a “whiner” - You may be more likely to get the result of your request - You may be a positive role model for others - You may feel more proud you stood up for your beliefs and rights
Receiving a complaint
Definition • Listening to someone express dissatisfaction about something you are responsible for
Skill Steps 1. Listen carefully to the complaint 2. Decide whether you are responsible for what the person is complaining about 3. If yes - APPOLOGIZE. 4. Tell what you do about the complaint, or ask the person to suggest what you could do.
Benefits • When you receive a complaint appropriately: • You may build a reputation of being fair and honest • You may be more successful in your relationships with others • You may be confident about your ability to respond in a mature, positive way