When facing a complaint, in any of the roles involved, it is helpful to be able to distinguish whether it needs to be handled formally or informally. Formal handling involves following a set of procedures that may include documentation and investigation, while informal handling is less structured and may involve a simple conversation or apology. It is important to weigh the pros and cons of each approach before making a decision, and consult with an expert, like our HR consultants.

Learn a bit more on how to differentiate cases in our video below:

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