You can use the complaint model to help you resolve employee complaints in either a union or nonunion organization. Listen to the Complaint and Paraphrase It. You need to understand what the other person needs, so when you handle a complaint, don’t just quickly dismiss it, you need to be responsive. First, if you are talking, they are hearing you, and it’s not about you. Listen to the full story without interruptions, and paraphrase it to ensure accuracy.

Have the Complainer Recommend a Solution. Ask the complainer to recommend a solution that will resolve the complaint. Requesting a solution does not mean that you have to implement it. In some cases, the recommended solution may not be fair or it may not solve the problem.

Schedule Time to Get All the Facts and/or Make a Decision. Since complaints often involve other people, you may find it necessary to check records or to talk to others. It is often helpful to talk to your boss or your peers, who may have had a similar complaint; they may be able to offer you some good advice on how best to resolve the complaint.

Develop and Implement a Plan, and Follow Up. After getting all the necessary facts and advice from others, you should develop a plan. The plan may be developed by simply using the complainer’s recommended solution. Work with the employee to find an alternative or present their own plan.

You need to address the current complaint, but you usually also need to take action so that it doesn’t happen again.