When People Complain Using Communication, Negotiation and Problem Solving to Resolve Complaints
ARMY ENGINEER INST FOR WATER RESOURCES ALEXANDRIA VA
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This handbook sets forth the principles that have been found to be effective in the arenas of environmental conflict management, and customer service complaint management. At the end of some chapters there are more detailed exercises or case studies for classroom or study group use. The basic premise of this text is that effective communication makes learning and teaching possible, and opens the door to cooperative problem solving. If such mutual learning and teaching does not remove or lessen the actual causes of citizen annoyance, it can nevertheless lead to the enhancement of USAREUR relationships with citizens, and the enhancement of their satisfaction with USAREUR procedures used in response to complaints.
- Administration and Management
- Personnel Management and Labor Relations