What characteristics and skill set(s) do you believe are most important for complaint handlers to have, and why?

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Textbook: Information.
Hall, L., (1993). Negotiation: Strategies for mutual gain. Newbury Park, CA: Sage. ISBN No: 0-8039-4850-6.

The author of our text purports that the key to producing better outcomes in public disputes is to seek consensus. Do you agree or disagree and why?

According to the author the labor management scene is often contentious. Why do you suppose this is and what can be done to reduce the contentiousness?
Describe your understanding of the concept of mutual gain and suggestions on how one might go about achieving it in a highly contentious labor management environment?

Expound upon the value of having options and choices for seeking resolutions to complaints in the workplace. Share the top three (3) options you think are most critical for an employer to provide, and why?

What characteristics and skill set(s) do you believe are most important for complaint handlers to have, and why?

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