Organisational Change Through Action Learning
Appendix 6
~ A Guide To Progressing Complaints Into Action & Transforming Complaints To Requests ~
Three Types of Complaints
Recreational For fun, to socialise, little emotional content attached to the complaint |
Expressive Primarily emotional component attached to the complaint |
Action Potentially motivated to do something about the complaint |
Response Be social and have fun back, but be wary of negative gossip about other people |
Response Requires listening not necessarily wanting to act at this stage |
Response See Below... |
Possible key questions for ‘complaints to action’ (ie the third box)
o
Can you pinpoint the complaint/issue/concern? [facilitate precision]o
If this complaint was solved, how would it look? [reframe in the positive]o
What is important to you about this change/solution? [enhance motivation]o
What 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 you’re looking for (state them) ever happened before?
o Who or What made this happen?
o
Could 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 You’ve 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 I’d 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 –
Pinpoint Pinpoint the complaint/issue/concern – facilitate Precision Solved What would be different if the complaint was Solved Importance What is particularly Important to you about this change Options What Options do you have? (either a request of someone and/or a promise to yourself to take action) Willingness On a scale from 1 to 10, how Willing are you to carry out this option(s) (Willingness = Confidence + Importance) Follow-up I would be interested to Follow-up with you about this, when can we meet?
Other Chapters of Organisational Change Through Action Learning
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