Managing Complaints helps managers effectively handle employee complaints in a manner that supports the employee while maintaining team goals. Because complaints are often emotionally charged, the complaint itself is usually only a symptom of a larger or more complicated issue. You'll learn to identify the underlying reasons and symptoms of the complaint in video-based practice scenarios. Next, you'll use active listening skills and verbal responses as a way to surface underlying issues. Once these issues are established, you can go through the proven five-step process of handling team member complaints. You'll see positive examples of team leaders managing complaints. Then, you'll practice these skills yourself in scenario situations. The ultimate goal is for you to be able to handle these situations back on the job.