~ A Guide To Progressing Complaints Into Action & Transforming Complaints To Requests ~
Three Types of Complaints
Possible key questions for complaints to action (ie the third box)
oCan you pinpoint the complaint/issue/concern? [facilitate precision]
oIf this complaint was solved, how would it look? [reframe in the positive]
oWhat is important to you about this change/solution? [enhance motivation]
oWhat are your options? [either a request of someone else or a promise of action to yourself]
If the options are of a poor quality or there are no options, seek exceptions to the complaint:
o Have any of the changes youre looking for (state them) ever happened before?
o Who or What made this happen?
oCould any of these strategies be used in this situation? o You have expressed a number of options, (state them) which one(s) will you choose to action? [if necessary weigh pros and cons]
o Youve said this is important to you (state the reasons), how confident are you that you can do this task?
If not confident What would improve your confidence around this option?.
o Given that this is important to you and you have the confidence to do it, how willing are you to do it? [Importance, confidence and willingness are key components of motivation]
o On a scale of 1 to 10 ..........?
If a low score What would need to happen to move you up a notch or two on the willingness scale?o Id be interested to hear how this goes, when would be a good time to meet? [Follow up]
To provide support, enhanced motivation and further learning through review of helps and hinders to change.
COMPLAINTS TO ACTION
An Alternative Way to Remember - A Guide To Progressing Complaints Into Action & Transforming Complaints To Requests
Other Chapters of Organisational Change Through Action Learning
Other DrugNet Pages in this Subject Heading