Even the best job in the world comes with a few complaints. As soon as you start employing people, you’re going to begin hearing grumblings and grievances.
Here are three steps you need to take in order to handle complaints effectively:
Listen
Whether you institute an open-door policy, hold a formal meeting where you let your employees vent or post an anonymous suggestion box, you need to create a mechanism for employees to share their concerns and complaints. Remember, you actually want to encourage them to air their complaint — otherwise you won’t know something is wrong until it becomes a disaster.
To keep reading, click here: How to Handle Employee Complaints
Your article says listen to complaints, but when people continue to make useless complaints, cut them off and send them back to work (my own paraphrasing of course).
The issue with (some) collective agreements, there is no way to do that with union grievances. Multiple third level grievance hearings, with the corresponding amount of paperwork required, for the same unproductive complaints sure can leave someone on edge.
The biggest issue we’ve had with anonymous complaint boxes is the follow-up. Often times the issue’s been solved or I want to tell people that I’m addressing it. I’ve tried two tools that seem to work well: 1) Incogneato. It lets you chat with the complainant anonymously. 2) Officevibe. Also lets you chat anonymously with some other neat futures — but pretty expensive.