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When I'm at work: Solving complaints - Learner's workbook

Chapters

Topic 4



What you will need

You will need:

You're ready so let's start ...

Watch the first three slides and listen carefully. They will tell you what this topic is about.

Watch the next slide and listen carefully. The words you see on the slide are a summary of the words you hear. The words you hear are printed below.

Tips for making a complaint

If you need to complain about something or someone at work, you can start by doing these things.

When you tell someone about the problem, talk about:

If you make a complaint, the decision will not always be in your favour. If you are not happy with the decision made, there are further steps you can take.

Watch the next slide and listen carefully. The words you see on the slide are a summary of the words you hear. The words you hear are printed below.

Making decisions about complaints

The people who help sort out your complaint will listen to all sides of the story before they decide what to do.

If you are not happy with what they decide, you can ask other people to help you. We will talk more about those people later.

Melissa's story

Now watch and listen carefully to Melissa's story.

This is Melissa, a supported employee.

And this is Charlie, a supported employee who works with Melissa.

This is Sue, Melissa and Charlie's supervisor.

Melissa brings $10 to work each day to buy morning tea and lunch.

Charlie asks her most days to lend him $4 or $5. This has been going on for months already.

Melissa does not like lending him the money because she does not have enough for herself then, and also because Charlie does not pay the money back to her.

She is scared though, because Charlie has threatened that he will tell all the other workers something about her. Melissa is not sure what he is going to tell, but she is very worried about it.

Melissa feels too afraid to tell anyone about her problem, but she doesn't want to keep giving her money to Charlie. She decides that when Charlie is not around, she will tell Sue. She trusts Sue and thinks she might be able to help.

Workbook activities

What did you learn from Melissa's story?

Your trainer will talk with you about what you learned. You might want to write down some of the things you learned. The trainer will help you if you are not sure what to do.

1. What are some things that you need to think about before you talk to someone about making a complaint?

2. Should you be afraid to tell someone if something or someone is making you uncomfortable or unhappy at work?

3. Should your workplace listen to everyone's side of the story when a complaint is made?

4. What can you do if you are not happy with what the workplace decides about your complaint?

5. What did you learn from Melissa's story?

6. What would you do if this happened to you?

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