Effective Complaint Handling Part 5

• Basic complaint-handling documentation consists of:
• Standard Operating Procedure for Handling Complaints
• Complaint Form
• Complaint Communication Tracker Log
• Corrective Action Record
• Complaint Report
• Documentation should be designed so as to be:
• Clear
• User-friendly
• Complete
• Prompting
• Standardized
• Official
• Controlled
• Document Type: Complaint Handling Form   
• Customer Name & Contact Details
• Details of Person Handling Complaints
• Complaint Reference Number
• Start & Completion Dates
• Information on the Complaint
• Linkages
• Information on the complaint form must be
• Logical
• Coherent
• Relevant
• Clear
• Complete

Until next time...






Sheryl Tuchman, SPHR, SHRM-SCP
http://tools2succeed.com/

Listening, Learning & Improving Part 2

Performance Appraisals

The Performance Appraisal Discussion

Actively Listen

• Don’t interrupt!
• Do Clarify
• Do Paraphrase
• Do Problem-Solve

There should be no surprises!

• Regular performance meetings with employees will ensure that surprises are avoided

The Performance Appraisal Discussion

• Make sure that it is a discussion and not a lecture!
• Make sure that the employee participates
• Make sure that there is clarity in terms of the issues discussed and the action points that come out of them
• Get Signed Agreement on the Appraisal and on any action plans

Positive Framing is Dependent Upon

• Tone and Pitch
• Body language
• Language
• Structure of the sentence

If There Is Disagreement

• Listen to the Employee’s Opinion
• Assess Any New Information as Appropriate
• Should the Employee not Agree to sign the Appraisal - document this fact
• The Employee can choose to add an addendum or rebuttal - this should be signed also by your manager and HR representative
• Sign and date the Appraisal including any rebuttals

Until next time...






Sheryl Tuchman, SPHR, SHRM-SCP
http://tools2succeed.com/

Vision Is Power

We must be clear about what we want.  It must be truly important to us.  We must believe that we can achieve it. It is the power to transcend "what is" and bring into existence what does not now exist -- the power whereby anything worthwhile is accomplished. Vision consists of three parts:

Clarity --- Value --- Faith

Everything that exists was first created in the mind. People who succeed are first and foremost people of vision.  Do you know people who live their lives from vision?  What characteristics do these people have in common? 

What keeps us from achieving our visions?  Most often it is our own thinking. Think about those beliefs that keep you from achieving your vision.

How can you translate your vision into reality?  Set specific goals to achieve your vision.  Vision is what you want to achieve; goals are how you will get there.

Until next time...







Sheryl Tuchman, SPHR, SHRM-SCP
http://tools2succeed.com/