When I'm at work: Solving complaints - Powerpoint presentation
Points for Topic 2
- How can a complaint make things better at work?
- What are my rights?
- What does my workplace have to do if I make a complaint?
- You have a right to complain.
- It is important to fix things if they are wrong.
- If you have a problem with your work, tell your supervisor or someone else you trust about it.
- Your workplace has to help you sort the problem out.
Standard 7 tells you what your workplace must do if you make a complaint.
Standard 4 says that your workplace must keep your complaint private and confidential.
It is your right to know:
- who you go to if you want to make a complaint
- what information you will need to give
- how you will be treated
- how long it will take before something is done
- what might be written down
- what to do if you are still not happy.
- Do not be afraid to make a complaint.
- Your workplace must take your complaint seriously.
- You will not be treated badly if you make a complaint.
- You will not be treated badly if you tell your side of the story.
Your trainer will discuss with you the information you have just heard and read about.
Now watch and listen carefully to Dianne's story.
This is Dianne, a supported employee.
And this is Lenny, the manager of the cafeteria at Dianne's workplace.
At Dianne's workplace, employees order their lunches from the workplace cafeteria. A staff member collects the orders each day and hands them out to the employees at lunchtime.
Dianne orders the same meal each day – sausages, gravy and chips but by the time she receives it, at least half an hour has passed, and the food has become cold and is not very appetising.
Dianne wants to complain to Lenny about her cold food but she's a bit afraid to because she doesn't want to make a fuss. What if Lenny is angry with her for complaining? What if she loses her job because of it?
After talking to her supervisor about it, Dianne decides to speak with Lenny. He listens carefully to Dianne's complaint, and explains that the problem is the time delay between the food being cooked and Dianne receiving it. He is glad that Dianne spoke with him about this, as he didn't know the food was cold.
Lenny says that, from now on, he will keep the lunches warm until they are collected, so that they will still be hot when Dianne and her co-workers receive them.
Dianne is happy to hear this. The next day, her lunchbox is nice and warm when she receives it, so she knows that the food inside will be nice and warm too.
Your trainer will discuss some questions about Dianne’s story with you.
Find the activities about Dianne’s story in your workbook.
Your trainer will help you with the activities.