You are a manager in a retail store. The company policy is that employees should not work for longer than three hours without a 10-minute break or a 30-minute meal period. Employees are not to take breaks until told to do so by you. During the recent holiday season, you have not been giving employees their breaks. Donald comes to you and says, "Why do I have to work such long hours without a break? It's not fair. Yesterday I worked for five hours without a break." Which of the following steps of the complaint model should you take first?

Question

Quizplus · Accepted Answer

The first step in the complaint model is to paraphrase the complaint, which involves restating the issue in your own words to demonstrate that you understand the employee's concern. This will help to build trust and open up communication. Once you have paraphrased the complaint, you can begin to gather more information (schedule time to get all the facts) and develop a plan of action to address the issue. However, making a decision to get someone else to do it would not be appropriate as you are responsible for ensuring employees receive their breaks as required by company policy.

You Are a Manager in a Retail Store