New Manager ePub

Chapter 6

Troubleshooting

6.1     Responding to a complaint

6.2     Investigating a complaint

6.3     Don’t go it alone (but be discerning about who you involve)

6.4     Managing challenging conversations

6.5     Whistleblowing

6.6     Managing the organisational grapevine

6.7     Dealing with bad publicity

 

SPEED READ

6. Troubleshooting

6.1 Responding to a complaint

Prevention is always better than cure, but inevitably you will need to deal with complaints. These can stem from within your team, or from your client base. See the complaint as an opportunity – the complainant chose to talk to you first instead of voting with their feet. While it is never pleasant to receive criticism, how you respond can retain, gain or lose loyal custom. Knee-jerk ...