Spoken English for Corporate Jobs 2) Dealing with complaints & giving instructions or directions

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   Dealing with complaints     


 It is an employer’s duty to make staff feel comfortable enough to openly discuss their problems and feel that they will be taken seriously. A thorough procedure should be implemented to ensure all complaints are addressed properly and completely. This may include supervisors or team leaders initially investigating the problems as standard procedure.

 

Procedure 1: REVIEW

 

Review the complaint as quickly as possible, make sure you fully understand the complaint and clarify the problem with the employee. Make sure the complaint is documented in writing identifying areas for concern and any witnesses.

 

Procedure  2: GRIEVANCE PROCEDURE

 

Follow  the grievance procedure as per the company law, start by asking the complainant to make their supervisor aware of this issue and try and solve the problem informally with them if you feel this is appropriate.


Procedure 3: FORMAL INVESTIGATION

 

If you don’t feel the issue will be solved informally, you will need to begin a formal investigation by appointing an investigator. Make the complaining employee aware of how long this will take and the next steps, so they are sure their complaint is being handled properly. Gather all the information you need regarding the complaint; this may include statements from everyone involved.

 You should remember:

 If you take the role as investigator you must stay impartial and only document the facts, not your personal views. Inform the complainant at all stages so they are clear how everything is being handled and know what to expect next.


 Procedure 4: MEETING

After the investigation has taken place, a meeting will need to be arranged with the complaining employee. Discuss their complaint objectively, to keep emotions in check and encourage a problem-solving approach. You will need to inform the employee of the outcome of your investigation and confirm this in writing and ensure any recommendations are actioned.


    Giving instructions or directions

Giving instructions should be an opportunity to engage your team and to make sure tasks are completed efficiently.


1. Use Clear and Precise Language

2. Repeat Your Directions

3. Explain the Purpose of the Task

4. Use an Appropriate Tone

5. Be clear and specific

6. Give examples

7. Do not confuse matters , etc


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