Final answer:
When a complaint is received, it is important to listen, ask questions, and remain calm while focusing on problem-solving. Seek help if needed.
Step-by-step explanation:
When a complaint is received, whether verbally or in writing, there are several steps that should be taken to address the issue:
- Listen and remain calm: It is important to stay calm and listen to the other person's side of the story without suggesting that you are right and they are wrong.
- Ask open-ended questions: Rather than stating your case, try asking open-ended questions to understand the other person's position better.
- Restate what you heard: Repeat back what you heard to show that you were listening and to avoid any misunderstandings.
- Focus on problem-solving: Instead of blaming the other person, focus on finding a solution to the problem.
- Seek help if needed: If you are unable to resolve the conflict, consider speaking with your supervisor or HR department for further assistance.