8 Steps to Effective Complaints Handling
1.Allow the other party to vent without interruptions, do not defend your position
2. Reframe what the other party has told you
3.Ask clarifying questions
4.Allow the complainant to discuss their specific needs
5.Explain your needs in a composed and friendly manner
6.Explore options that may have the potential to meet both needs
7.Do not keep a closed mind to solutions offered by the complainant
8.If the other party is abusive or threatening you may have a right to end the meeting
During Stressful interactions our emotions get hijacked by our fears and as a result we go into our default flight or fight mode of thinking.
When our staff encounter a stressful event they may say/respond with the first thing that comes into their minds.
The STOP-THINK-DO response is a simple way of handling these stressful interactions for all individuals experiencing or working through a stressful interaction.
However - beware this process takes practice!!