This book focus on the issue of employee complaints, and had been designed for use as both a self-instruction manual and a training device to teach supervisors, managers and staff how to better manage employee complaints. It offers a variety of techniques and tools that can be used to reduce the number of complaints, better manage those complaints that remain and improve employee relations. To facilitate this, the authors have included a number of experimental learning exercise, role plays, ad case studies, and provided training note to help in the instruction.

The text in the book is divided into two separate sections: Human Relations and Communications and Legal and Ethical Concerns. The first section, along with its related learning exercises, provides a wide array of human relations and communication tools to better resolve complaints. Topics include recognizing complaints, explaining work rules to employees, destructive actions that create complaints and types of peer review systems. The second section, combined with exercises and case studies, focuses on legal and ethical considerations. Critical issues such as race and sex discrimination and employment at will are addressed, with specific discussions of pregnancy leave, age discrimination and terminations