As an administrator in a school, one will often receive and deal with complaints. Complaints vary in magnitude and may worsen quickly if they are not effectively managed. Therefore, complaints on the leadership exercised in a school set up should be welcomed by the administrator. They should be handled maturely to ensure smooth running of the institution.
First of all, check whether there already exists a policy for dealing with complaints in the institution. If none is in existence, then, there is a need to develop one that conforms to the best administration practices and also relevant with the staff contract clauses.
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On receiving information about the complaints, one should agree to have a meeting with the complainants under the facilitation of the director of human relations. In the meeting, one should listen to the complainants exhaustively. Afterwards, one should then make it clear to the complainants that you have heard their complaint and thank them for letting you know. Ensure that you make the complainants feel that their coming is valued. Knowing that you are in control of the situation remains calm even if what is said is unfair to you. Write down the specifics of the complaints and ensure you have the details right. If possible, request the complainants to write down the complaints so that a quick comparison can be made between what you have written with what they have said. Ensure you keep the documents safe for future reference.
After the meeting, launch an investigation to establish whether the allegations on your leadership style are of genuine concerns or are just mere speculations. Though the nature of the complaint could surround you, you will probably not need to respond immediately. Do not take immediate action or assume blame on someone until you gather all the facts. There could be a possibility that the complainant requires an immediate or instant response. Reassure the complainant that a response will be given as soon as the complaint has been considered. Use the time to access the weight of the matter and prioritize serious issues to deal with first. Note that minor issues grow out of proportion if not dealt with smartly.
You should inform afterwards everybody whom you think may be subject to the complaint to avoid unnecessary curiosity and mix-up of information. Clear communication will help people feel confident that you are handling the matter correctly. The procedure for resolving conflict must be followed strictly, or one might find themselves in an employment related situation. You should call the assistance of many advisory groups available to help you follow the procedure correctly for instance the school-support services. Try to act quickly because taking too long invites speculation and encourages those who do not know to become involved.
Being that all the evidence is bestowed in you, consider all possible resolutions and possible unintended outcomes and discuss them with only your trusted colleagues. Meet with the complainant again and convey your decision and provide options for resolving the issue. Being the boss make a decision. Acknowledge the errors that you could have made and apologize and promise the complainant that a more inclusive leadership style will be employed in future. Ask the complainant group if they are happy with the outcome. If not, advise them on further action that could be taken that could involve removal of a person from work especially if you are on the right side.
References
DelPo, A., Guerin, L., & Portman, J. (2003). Dealing with problem employees a legal guide (2nd ed.). Berkeley, CA: Nolo.
Gunsalus, C. K., & Jenkins, R. (2011). Basic guidelines for handling complaints. Madison, WI: Magna Publications.
