Until these details are accepted no real movement towards an effective solution can occur because no-one really understands exactly what it is they are trying to resolve. This step avoids a situation we are responding to the symptoms of a complaint, and not the cause. Once again, the nature of some complaints is such that this step will not be able to occur. Defining the complaint Establishing the nature and details of the complaint is often referred to as the ‘defining conflict’ working out the heart of the problem and the parameters that apply. – It serves to clarify precisely what is involved in the issue so that everyone can see the real issue that needs to be addressed. In most cases, those involved will tell you what the problem is, but their statement is certain to leave out some relevant information. This information may be information which lessens their case, or which puts a different slant on their allegations. Or it may be information that would really help them if they only knew it. The fact remains that you must talk to the person and ask questions to flesh out the full nature of the conflict. When talking to the person(s) you should attempt to find out various bits of information. The more detailed and accurate the information, the better: of those involved Details of dates, figures, amounts Identification of exact service or products that failed to live up to promises or expectations, including how they failed to deliver on quality or expectations
Until these details are accepted no real movement towards an effective solution can occur because no-one really understands exactly what it is they are trying to resolve. This step avoids a situation we are responding to the symptoms of a complaint, and not the cause. Once again, the nature of some complaints is such that this step will not be able to occur. Defining the complaint Establishing the nature and details of the complaint is often referred to as ‘defining the conflict’ – working out the heart of the problem and the parameters that apply. It serves to clarify precisely what is involved in the issue so that everyone can see the real issue that needs to be addressed. In most cases, those involved will tell you what the problem is, but their statement is certain to leave out some relevant information. This information may be information which lessens their case, or which puts a different slant on their allegations. Or it may be information that would really help them if they only knew it. The fact remains that you must talk to the person and ask questions to flesh out the full nature of the conflict. When talking to the person(s) you should attempt to find out various bits of information. The more detailed and accurate the information, the better: of those involved Details of dates, figures, amounts Identification of exact service or products that failed to live up to promises or expectations, including how they failed to deliver on quality or expectations