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Complaints
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As HR how do you manage complaints? We seem to get numeros complaints on process. More from one person. It seems like right now with today's economy every one wants to point fingers. I have a senior p
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Forums » Topic Forums » General Forum » Complaints
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Complaints
posted at 2/23/2009 6:14 AM EST
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Posts: 32
First: 6/10/2004 Last: 8/12/2011 |
As HR how do you manage complaints? We seem to get numeros complaints on process. More from one person. It seems like right now with today's economy every one wants to point fingers. I have a senior person who has written two separate multi-paragraph emails regarding complaining about our process. I explained one situation, and he replied with "I was aware of that but it still doesn't make it acceptable". On one hand I have a tounge bitting response that I know I just have to type and not send to get my frustrations out.  But what is the appropriate response? "Thank you for your concerns". which means we listened, but not necessarily took action. It feels some just want to voice there opinion and have us listen, but some feel that every suggestion they make should be implemented. And it's not really a suggestion, it's more of "I felt someone did this wrong, I would have done it better, you messed up." Thoughts on this?
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Complaints
posted at 2/23/2009 6:34 AM EST
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Posts: 3870
First: 2/12/2002 Last: 11/2/2009 |
Welcome to HR! HR is the only professional field in which everyone knows how to do HR's job better than the people actually doing it!
Beyond that, a little more detail would help. What exactly was the process which provoked the multiple responses from the senior person? |
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Complaints
posted at 2/23/2009 6:48 AM EST
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Posts: 32
First: 6/10/2004 Last: 8/12/2011 |
Thanks, been in HR long enough, yet still am optimistic that it'll change someday! I'll have to take off my rose colored glasses soon!
It's regarding an office move, that an internal Project Manager is coordinating. They asked for admin's help, whom I manage. So that's why I'm cc in on the complaint. I personally think the "move" could have been communicated better, and personally would have handled it better too. However, execs didn't want my input. This individual however, is blaming Admin, of whom have no part in the decisions or process, they are simply the doers. They are just easier to attack. |
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Complaints
posted at 5/1/2009 12:53 PM EDT
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Posts: 3
First: 5/1/2009 Last: 5/1/2009 |
If you are receiving multiple complaints about a process, you might want to consider reviewing your process, the complaints may be valid.
Open Door HR |
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Complaints
posted at 5/2/2009 7:05 AM EDT
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Posts: 464
First: 6/30/2004 Last: 11/22/2010 |
These infrequent types of projects are the ones that most often get that critical spotlight. Usually the time invested in the planning process is not sufficient. Lots of decision makers will just say something like "switch these three offices and move all their stuff by Friday."
Seems simple, but the event has to be stages, coordinated, desks and files packed up, movers contracted, technology involvement, new phone lists, how to cover the work getting done when all this happens, etc. Invariably something gets overlooked and it is real easy for another to say - "How could you have NOT thought about that." Hindsight is 20/20 and criticism, no matter how well intended, is a lot easier after the fact than it is to think of everything before the fact. I would just forward the complaints to the person in charge of that project and consider it advice for the next time. Water off a ducks back. |
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