Ill-tempered complainers can be eliminated through strategic management rather than allowing them to speak to managers, according to a study by the University of Calgary. .“Querulous complaint behaviour is disruptive to organizations, damaging to professional reputations, psychologically distressing and a misuse of human and financial resources,” said U of C nursing adjunct clinical associate Dr. Amie Liddle in a press release. .The study said typical behaviour from chronic complainers can include a refusal to resolve the matter, insisting on speaking to the next higher level of authority no matter who replies, and reputation-ruining threats against people and businesses. It said this behaviour adds up to time and resources wasted, as a complainer can initiate multiple internal and external reviews. .The study proposed solving this problem through Liddle’s Querulous Complaint Assessment Instrument and Process (QCAIP). QCAIP works by teaching frontline staff how to recognize a querulous complaint and deal with it in a timely, effective manner to limit the emotional and mental toll on workers. .Liddle said she developed QCAIP to identify querulous behaviour early. She described it as “an assessment tool and guide that allows providers to be informed and prepared to navigate the complainant behaviours and respond to the complaint in an expedited and fair manner.”.Pilot projects at four urban Alberta hospitals showed Liddle’s QCAIP process reduced such complaints to an average of 34 days, as opposed to 356 days. These projects reduced the involvement of multiple people or areas by 75%. .Through the Social Innovation Hub, she was supported in creating the Complaint Education Research Group venture, an online learning platform offering microlearning credentials. People learn what makes up querulous complaints, early identification QCAIP, triggers, strategies to respond, and complaint management. .Liddle said separating legitimate complaints from querulous ones is straightforward and accurate..“When I teach complaints management I always ask, ‘Despite providing high-quality care and service, have you ever been threatened with ‘the news,’ legal action, given a contrary review, disparaged on social media or complaints to your regulatory body?’” she said. .“If so, you have most likely been exploited by querulous behaviour.”.U of C public policy professor Lindsay Tedds, who complained about men on Twitter, received an award from the university in 2021. .READ MORE: University of Calgary rewards vulgarity-tweeting professor.The Faculty of Arts Award for Public Engagement was given to Tedds for her community involvement..“Deal with it,” she said.
Ill-tempered complainers can be eliminated through strategic management rather than allowing them to speak to managers, according to a study by the University of Calgary. .“Querulous complaint behaviour is disruptive to organizations, damaging to professional reputations, psychologically distressing and a misuse of human and financial resources,” said U of C nursing adjunct clinical associate Dr. Amie Liddle in a press release. .The study said typical behaviour from chronic complainers can include a refusal to resolve the matter, insisting on speaking to the next higher level of authority no matter who replies, and reputation-ruining threats against people and businesses. It said this behaviour adds up to time and resources wasted, as a complainer can initiate multiple internal and external reviews. .The study proposed solving this problem through Liddle’s Querulous Complaint Assessment Instrument and Process (QCAIP). QCAIP works by teaching frontline staff how to recognize a querulous complaint and deal with it in a timely, effective manner to limit the emotional and mental toll on workers. .Liddle said she developed QCAIP to identify querulous behaviour early. She described it as “an assessment tool and guide that allows providers to be informed and prepared to navigate the complainant behaviours and respond to the complaint in an expedited and fair manner.”.Pilot projects at four urban Alberta hospitals showed Liddle’s QCAIP process reduced such complaints to an average of 34 days, as opposed to 356 days. These projects reduced the involvement of multiple people or areas by 75%. .Through the Social Innovation Hub, she was supported in creating the Complaint Education Research Group venture, an online learning platform offering microlearning credentials. People learn what makes up querulous complaints, early identification QCAIP, triggers, strategies to respond, and complaint management. .Liddle said separating legitimate complaints from querulous ones is straightforward and accurate..“When I teach complaints management I always ask, ‘Despite providing high-quality care and service, have you ever been threatened with ‘the news,’ legal action, given a contrary review, disparaged on social media or complaints to your regulatory body?’” she said. .“If so, you have most likely been exploited by querulous behaviour.”.U of C public policy professor Lindsay Tedds, who complained about men on Twitter, received an award from the university in 2021. .READ MORE: University of Calgary rewards vulgarity-tweeting professor.The Faculty of Arts Award for Public Engagement was given to Tedds for her community involvement..“Deal with it,” she said.
