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"One of the tests of leadership is the ability to recognize a problem before it becomes an emergency."
It is a topic that no one likes to think about but there are times when people don't get on and you might have to deal with complaints.
This can happen for any number of reasons but you have to act to deal with a situation. Never sit on a problem or try to ignore it. The problems only get worse.
How to deal with a problem or a complaint can be outlined in the following stages.
Acknowledge the complaint - Make sure you respond to the person sending the email saying that you have received the information and are looking into it. Always copy the CO in. Don't commit to the complaint or agree with it. You have to remain impartial. Agree to look into the matter further and, if possible, give a date when you will be back in touch with an update. Explain the situation if there is going to be a delay. Be polite, be clear and be understanding. Never agree with the problem until you have looked into the matter further. Remember to tell the person not to discuss this matter on the ship.
Assess the problem - Is this an issue you can really deal with yourself? Can you make a judgment or a decision? Is this something simple or is this complex? Is this just miscommunication? Take your time; don't run into a hasty decision. Discuss the problem with the CO and get their input. It is their ship after all. The CO may take the problem off your hands.
Investigate - With the permission of the CO you can contact the other participants in the problem, if required. Always be polite and be professional. Remember you could be dealing with hurt feelings or people who did not even know there was an issue. Try to get their side of the story and any supporting evidence. Be patient and be understanding. Remember what one person sees as an insult another might take as a compliment. Once more remind the participants that they should not discuss this matter on the ship.
Assess the evidence - Look at the evidence. Can you see what the cause of the problem is? Sometimes it can be something really small and simple that has hurt feelings. Never belittle the complaint. Discuss the evidence with the CO. Can you make a decision?
Making a decision - With the help of the previous four points and discussions with your CO you should be in a position to understand the problem and its cause. With this information you must make the decision with your CO as to whether you can handle this problem yourself or the problem should be handed upwards for the CO to officially review. Remember to be calm, courteous, understanding and impartial. Your decision must be the best for the ship.
Your job is to maintain the ship to the best standards. Sometimes this means making a hard decision but in the end you must look after the interests of the ship first.
Good luck!