Answer to Question 1
Check the team member's record in detail. Look for evidence of tardiness or absenteeism. Get
the facts. Perhaps there are hidden reasons for seeking attention by complaining. Attempt to
understand why the team member has made the complaint and what his or her feelings are.
Allow the individual to vent. Let him or her communicate freely and without interruption.
Watch for body language and observe facial expressions. When other persons are involved,
check for accuracy of information. Keep senior management informed. Admit a supervisory
mistake. Do not try to conceal it if you have caused the complaint. Record the formal complaint;
do not depend on memory. Be specific: Include day, date, time, place, those involved, the type of
complaint, and any other relevant facts. Prepare a written statement that includes the resulting
decision and the rationale for this decision. Establish facts and a definition of the complaint with
the team member. Seek solutions, exhausting all avenues. Finally, bring the resolution to a
mutually agreeable set of terms that includes steps for avoiding future problems in the area of the
complaint.
Answer to Question 2
A
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