H. SUMMARY for US Air Force: complaint mgt

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WHEN PEOPLE COMPLAINUsing Communication,Negotiation and ProblemSolving to ResolveComplaints

June 1991 IWR Report 91-R-4

REPORT DOCUMENTATION PAGE

l

Unclassified

IWR Report 91-R-4

NAME OF PERFORMING ORGANIZATION

US Army Corps of Engineers

Institute for Water Resources

Distribution/Availability

Unclassified/

ADDRESS :

7701 Telegraph RoadCasey BuildingFt. Belvoir, VA 22060-5586

When People Complain Using Communication, Negotiation and Problem

Solving to Resolve Complaints

TYPE OF REPORT

Final

PERSONAL AUTHOR

Aggens, Lorenz W.

DATE OF REPORT

1991/June

lPAGE COUNT

117

ABSTRACT

This handbook sets forth the principles that have been four arenasof environmental conflict management, and customer service the end of

some chapters there are more detailed exercises or case study group use.The basic premise of this text is that effective learning and teachingpossible, and opens the door to cooperative problem solving. If suchmutual learning and teaching does not remove or lessen the actual causesof citizen annoyance, it can nevertheless lead to the enhancement ofUSAREUR relationships with citizens and the enhancement of theirsatisfaction with USAREUR procedures used in response to complaints.

NAME OF RESPONSIBLE INDIVIDUAL

Mark Dunning, Ph.D. T

elephone (703) 355-3090

Office SymbolCEWRC-IWR

June 1991

WHEN PEOPLE COMPLAIN

Using Communication, Negotiation and

Problem Solving to Resolve Complaints

Produced for:

Office of the Deputy Chief of Staff, Engineer

U.S. Army, Europe, and Seventh Army

I

WR Report 91-R-4

FOREWORD

This handbook is for use by U.S. Army personnel withresponsibility for handling environmental and noise complaints inGermany. As used in this handbook, complaint management refers tothe application of strategies, complaint handling systems andskills to increase the level of German citizen satisfaction withthe U.S. Army presence in their communities.

The development of such strategies, systems and skills toeffectively deal with complaints is the second of a two partinitiative by the U.S. Army - Europe (USAREUR) to deal with thecollision of U.S. military and German civilian interests. Thefirst USAREUR initiative provides for the

assessment of militarynoise sources and impacts, and an exploration of the measures thatcan be undertaken to prevent or mitigate these impacts. Reports onthese studies can help the interested reader understand the meansof reducing sound levels at their source, or protecting peoplefrom military sounds with structural or institutional actions.

This handbook sets forth the principles that have been found to beeffective in the arenas of environmental conflict management, andcustomer

service complaint management. At the end of some chaptersthere are more detailed exercises or case studies for classroom orstudy group use.

Citations for publications, studies, and ideas identified by asuperscript numeral--like this can be found in the

References

section at the end of the text

.

U. S. Army Corps of Engineers Institute for Water Resources

ACKNOWLEDGMENTS

The creation of this handbook in Complaint Management and itscompanion training program reflects the initiative, support, andideas of a number of the USAREUR staff who have firsthandexperience in this work.

Special thanks is due to Phil Huber, formerly of the Office of theDeputy Chief of Staff for Engineering, HQUSAREUR, for his effortsin applying the principles of conflict resolution and problemsolving to the management of environmental issues in USAREUR. Thesuccess of these efforts led to the initiation of this project.

Lieselotte Kahn, Benton G. Moeller, and Chris Holshek of theOffice of the Deputy Chief of Staff, Host Nations Activities,sponsored the further application of conflict resolution andproblem solving principles to the complaint management process.

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