HANDLING

COMPLAINTS

Ms. JOBETH J. OTOS

Division Manager, Labor Center
 C😒MPLAINT
▰ Usually arises when there is a condition
in employment or practice of a policy
that is perceived as unfair or inequitable
by the employee.

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 THE LAW OF NATURE:

“ Men always wants what he do not have.

When it’s raining, he asks for sun.

When the sun is shining, he asks for rain

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CORE ATTENTION

OWNER MANAGEMENT EMPLOYEE

▰ Return of ▰ Company Sustainability ▰ Job Security

Investment
▰ Company’s ability to ▰ Income Security
▰ High Value pay
Asset ▰ Productivity ▰ Social Security

“The Law of Nature”

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CONFLICT TRIGGERS
1 COMPENSATION AND
BENEFIT
Wages, merit, raises, etc.

2 WORKING SYSTEM
Hours of work, performance evaluations,

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job assignments, etc.

WORKING CONDITIONS
Safety and health, discrimination, etc.
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 WHY SHOULD WE CARE ?
Managements’ Law’s Worker’s
Perspective Perspective Perspective
▰ Uncomfortable conditions Will lead to disputes that will ▰ Downturn of company
among other employees cost the company a lot which can lead to
closure of business
▰ Poor performance ▰ Money resulting to
unemployment
▰ Decreased productivity
▰ Image
▰ Time
▰ Energy
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 THE BASIC THOUGHT

GRIPE
• Any complaint arising from
any dissatisfaction that is not
against company’s regulation
nor labor law
• The resolution should be
focused on developing an
understanding.
GRIEVANCE
HOW TO
MANAGE
COMPLAINTS? • Any complaint arising as a result of
different implementation or
interpretation/ alleging a violation
of the terms toward the company’s
regulation or labor law
• The resolution should be in
accordance with the company’s
regulation or labor law

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 COPING WITH ANGRY COMPLAINTS

Be SUBMISSIVE, stay CALM and be RATIONAL

▰ Ask the person to talk slower if he or she is yelling. A fast rate of speech is
often accompanied by a loud voice.
▻ When you have a yelling client, ask them to speak slowly so their voice will
also go down.
▻ Add that you intend to help. You may say:
▻ Please speak more slowly. I can help you better if I fully understand the
situation.”
▻ * Repeat this as many times as necessary
▰ Always recognize that a problem does exist
▰ Restate the guest’s view of what the problem is.
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 COPING WITH ANGRY COMPLAINTS

Show CONCERN for the person’s feelings

▰ You may say:
▻ I can understand why that would upset you, I’m sorry you feel that way.
Ask the complainant how he would like you to solve the problem
▰ This approach will shift his focus from anger to problem solver, then you may
discover ways to find resolution.

▰ You may say:

▻ What can we do to make you feel comfortable?
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 COPING WITH ANGRY COMPLAINTS

WATCH OUT!
Provide alternatives if the request cannot be met
▰ You should immediately refer to your superior if any decision making is beyond your
authority.
▻ IMPORTANT NOTE!
Never make a haste decision or promise on things that you are not certain.

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Your strategy is…

ACTIVE LISTENING
Fully concentrating on what is being said rather than
just passively “hearing” the message.
In handling complaints, there is no definite formula.
Sometimes, you just need to listen.
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 BARRIERS TO EFFECTIVE LISTENING

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NOISE
Defined as anything that
interferes with your ability
to attend to and understand
a message.
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RECEIVER BIASSES
Biased listening
characterized by jumping
is

to conclusions; the biased

4 LISTENING APPREHENSION
This is the fear that you might be
unable to understand the message
or process the information
listener believes, "I don’t correctly or be able to adapt your

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ATTENTION SPAN
A person can only maintain
focused attention for a finite
length of time.
Many argued that modern
audiences have lost the ability
to sustain attention to a
message.
need to listen because I
already know this.“
Good listening involves
keeping an open mind and
withholding judgment
until the speaker has
completed the message.
thinking to include the new
information coherently. In some
situations, you might worry that the
information presented will be too
complex for you to understand
fully.
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ACTIVITY

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1| LEADERSHIP
CONFLICT

Si John ay halos isang taon ng nagtatrabaho bilang Line Leader. Base sa

mga report, ang kanyang mga tauhan ay nagpakita ng pagtaas sa pagiging
produktibo at kapansin-pansin na siya ay may kaalaman at husay sa pag-
ganyak sa kanyang mga tauhan.

Ngunit ilan sa mga ito ay paulit-ulit na naglalabas ng karaingan sa estilo ng

pamamahala ni John. Sa kanilang pag-taya ay labis umano ang
pangingialam ni John sa kanilang mga pamamaraan sa paggawa, sila ay
sinasaway kapag sa tingin ni John sila ay may nagagawang pagkakamali, at
siya mismo bilang lider ay hindi marunong tumanggap ng pag-puna.

Isa sa mga pinakamahusay na tao ni John ang lubos kung magreklamo

kumpara sa iba, at nagbabanta na siya ay magbibitiw na lamang sa kaniyang
trabaho.

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2| WORK STYLE
CONFLICT
Si Ashlee at James ay parehong nagtatrabaho sa personnel department. Si James
ay kasisimula pa lamang magtrabaho sa kumpanya habang si Ashlee ay walong
taon ng empleyado ng kumpanya. Si James, kahit na mahusay na empleyado, ay
may kaugaliang magtrabaho ng last minute. Habang si Ashlee naman ay
ginagampanan ang kanyang trabaho araw-araw at sinisigurado niya na ito ay
nasusubaybayan.

Ang inirereklamo ni Ashlee, dahil sa uri ng trabaho ni James ay kinakailangan nya

na ring isaalang-alang ang trabaho nito. At, dahil ang kanilang mga trabaho ay
umaasa sa kani-kaniyang reports, si Ashlee ay nangangamba na pati ang kanyang
pagrereport ay maaantala dahil kinikailangan pa niyang hintayin ang report ni
James.

Dahil dito, si James ay madalas lumiliban sa trabaho at isang pinaghihinalaang

dahilan ng kanyang pagliban ay upang maiwasan si Ashlee at ang kanyang galit.

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3| CULTURAL
CONFLICT
Si Susan at Louise ay nagtatrabaho sa Payroll Department. Si Susan ay isa sa mga
kumikritiko sa Pangulo at isang debotong Kristyano. Siya rin ay may mga rebulto ng
poon sa loob ng kanyang cubicle. Si Louise naman ay isang diehard supporter ng
Pangulo at isang ateista na may pananiniwalang ang mga tao na may relihiyon ay
may mas mababang antas ng katalinuhan.

Silang dalawa ay pilit na umiiwas na pagusapan ang kahit anong bagay na may
kinalaman sa relihiyon at politika dahil ramdam nila sa isa’t-isa na may namumuong
tensyon.

Isang araw ay dumating sa trabaho si Susan na mayroong suot-suot na damit na

kumikritiko sa Pangulo. Dahil dito, napuno ang pasensya ni Louise at nagbanta na
magbibitaw sa trabaho at kakasuhan maging ang kumpanya sa pagpapahintulot ng
ganoong gawain sa loob ng kumpanya.

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