The document discusses various aspects of personnel management in facilities. It covers topics like personnel training, hiring practices, job descriptions, employee manuals, supervision, motivation, evaluation, and managing conflict. The goal is to outline best practices for training employees, maintaining standards, resolving issues, and fostering a positive work environment.
Notes on Dealing with Complainer Listen attentively and acknowledge what the complainer has said by paraphrasing the information. Get to the bottom of the use of words like “always” and “never”. Few things are always and never. Don’t agree with the complainer-it justifies the feelings Avoid blame and justify- Move quickly into problem solving to get the focus off the complaint. Complaints tend to be attention getting devices. Justify the attention. Make statements of fact-no apologies Ask for solutions Most people don’t realize the amount of complaining they do. Show the complainer a list of their complaints and how frequently they complain.
If participants vision is different from what is in the slide. ! Do you’ll agree with the points stated