This book focus on the issue of employee complaints, and had been designed for use as both a self-instruction manual and a training device to teach supervisors, managers and staff how to better manage employee complaints. It offers a variety of techniques and tools that can be used to reduce the number of complaints, better manage those complaints that remain and improve employee relations. To facilitate this, the authors have included a number of experimental learning exercise, role plays, ad case studies, and provided training note to help in the instruction. The text in the book is divided into two separate sections: Human Relations and Communications and Legal and Ethical Concerns. The first section, along with its related learning exercises, provides a wide array of human relations and communication tools to better resolve complaints. Topics include recognizing complaints, explaining work rules to employees, destructive actions that create complaints and types of peer review systems. The second section, combined with exercises and case studies, focuses on legal and ethical considerations. Critical issues such as race and sex discrimination and employment at will are addressed, with specific discussions of pregnancy leave, age discrimination and terminations
D. Keith Denton, Ph.D., is the author of fourteen books and over 190 management articles. He has written extensively about improving process inefficiencies and decision-making in both the service and manufacturing sectors. Many of his books have been translated into over a half-dozen languages including Spanish, Portuguese, Indian, Dutch, German and Korean. Over two dozen universities use his management simulations to teach graduate and undergraduate students how to better manage an organization
He has also been international consultant and seminar leader in the United States, Great Britain, New Zealand and Australia. He has conducted numerous workforce management workshops and seminars in employee involvement and empowerment, team building, managing change, and customer service. Among his honors is inclusion in numerous editions of “Who’s Who in America.” and previously designated as a Distinguished Scholar of Management.
He has provided consulting and workshops for, among others: J.B. Hunt Transport, Inc.; The Upjohn Company; Pacific Northwest Laboratories; Mobil Oil Corporation; Building and Land Development Division of Parks; The Durham Company; University of Michigan Medical Center; and Kraft General Foods among others.
He participated as an international speaker for clients including Price-Waterhouse (Australia); Mobil Oil Australia, Ltd.; General Motors-Holden’s Automotive Ltd.; AT&T Network Systems (Great Britain); Peak Gold Mines Pty. Limited (Australia); London Air Traffic Control Centre (Great Britain); and the Ministry of Commerce, Energy and Resources (New Zealand). He has also conducted a management seminar for the top 100 governmental and business leaders in the Philippines.read more
Reviews for Handling Employee Complaints: Human Resources Tools and T...