AYSO Program: Referee Lead Instructor: Advanced Referee Instructor
Advanced Referee Administrator Training: Dealing With Complaints
Latest Revision Date: 9/30/2015 Length: 1-1/4 Hours Page: 1 of 6
Change History October 23, 2014
Lesson Plan First Developed
September 30, 2015
Updated
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AYSO Program: Referee Lead Instructor: Advanced Referee Instructor
Advanced Referee Administrator Training: Dealing With Complaints
Latest Revision Date: 9/30/2015 Length: 1-1/4 Hours Page: 2 of 6
1. DESCRIPTION This workshop is designed to assist referee administrators by providing enhanced management skills when dealing with complaints. These complaints may be from any of AYSO’s constituencies, including fellow referees, coaches, parents, other spectators and even players. This workshop is one in a number of workshops being developed for advanced referee administrator training. This workshop offers a suggested series of approaches for dealing with complaints that a referee administrator might encounter on or off the field. These scenarios will offer attendees the opportunity to deal with real world situations.
INSTRUCTOR NOTE: This workshop should not be offered at the same time as the Annual Program Update, Annual Referee Update or the Annual Instructor Update.
2. GOALS To introduce administrators and others to a complaint resolution process
3. PREREQUISITES There are no prerequisites for this workshop. All referee administrators (Regional, Area and Section) are encouraged to attend.
4. STUDENT MATERIALS None.
5. INSTRUCTOR EQUIPMENT AND MATERIALS A. PowerPoint presentation file B. Computer and Projector, including appropriate cables C. Flip Chart D. Markers
6. INSTRUCTOR NOTES A. This material is most effectively presented by engaging the audience towards discovery of the answers to the situations presented. B. The “answers” slide accompanying each “question” slide is only an outline of the full answer. The ultimate successful presentation of this module lies with the instructors’ knowledge and experience. The most effective way of
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AYSO Program: Referee Lead Instructor: Advanced Referee Instructor
Advanced Referee Administrator Training: Dealing With Complaints
Latest Revision Date: 9/30/2015 Length: 1-1/4 Hours Page: 3 of 6
delivering this module’s content is by encouraging attendee participation and discussion. C. Spend sufficient time on the Resolution Process to assure attendee understanding before advancing to the Q and A. D. There may be numerous “answers” to any given question. E. Consider not showing the PPT “answers” unless needed to generate group discussion. To facilitate this, the PPT slides are set up so that only the header initially appears when the slide is projected. After discussing the “question”, one PPT click will bring up all of the provided answers. The instructors may elect to simply skip the “answer” slides. It is recommended that the instructors completely study and review the PPT prior to the presentation. F. The sequence of “questions” is presented in order of apparent importance. Based on the starting knowledge and interest of the attendees, the instructors may elect to re-arrange the “questions” or skip some, as time permits. G. Spend as much time as needed or is appropriate to assure that each “question” is fully answered. This approach may result in running out of presentation time. The workshop was developed in this manner to assure that there were enough topics to cover the allotted time. Again, the instructors should be aware of all of the “questions” in advance, assuring that the more important topics, for the attendees, are covered. INSTRUCTOR NOTE: Recommended class participation structure: if 15 – 25 attendees, break the class into 5 groups of 3-5 attendees. For class sizes of 14 or under, or over 25, breakout groups are not recommended. Groups should discuss the complaints, assemble a list of ‘answers’, and present a recap of their discussion to the class at large. The instructor should guide this discussion and supplement it as necessary to assure a comprehensive and complete answer. Review the complaints and suggested responses shown on the PowerPoint slides in advance, and allocate appropriate presentation/discussion time for each.
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AYSO Program: Referee Lead Instructor: Advanced Referee Instructor
Advanced Referee Administrator Training: Dealing With Complaints
Latest Revision Date: 9/30/2015 Length: 1-1/4 Hours Page: 4 of 6
LESSON PLAN I.
INTRODUCTION A. Introduce self and co-instructors B. Introduce topic C. Link to past, as appropriate
II.
BODY A. Why 1. AYSO Referee Administrators become instant role models and individuals of authority. They are the ‘go-to’ people for referee issues on and off of the field. 2. There are many unique complaints that Referee Administrators are exposed to. This workshop is designed to present and answer at least some of these complaints. 3. The referee administrator must develop skills to resolve or mollify the complaint, remembering that all AYSO volunteers are vital to the organization. 4. We as AYSO referees are obligated to apply the Laws of the Game within the spirit of the game taking the AYSO Mission Statement and Six Philosophies into account. B. What 1. This workshop is designed to develop confidence and interpersonal skills to be used when confronted with complaints. C. How 1. This workshop identifies many common complaints that the referee administrator will encounter in such areas as referee recruiting, instruction, assessment and mentoring, scheduling, and quality of refereeing and, through group participation will examine possible options towards resolution. The instructor should use the PowerPoint slides as a starting point. Encourage dialog and group participation. D. Note that the PPT sequence identifies the various types of complaints and then discusses a three step simplified Resolution Process. It is essential to discuss and understand this resolution process prior to specific complaints. Encourage attendees to use this general resolution format in real life. See the PPT slides and comments, duplicated below:
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AYSO Program: Referee Lead Instructor: Advanced Referee Instructor
Advanced Referee Administrator Training: Dealing With Complaints
Latest Revision Date: 9/30/2015 Length: 1-1/4 Hours Page: 5 of 6
E. Resolution-The Thought Process Step 1. Select one of the following: 1. I can successfully resolve this issue on my own, right now; or, 2. I can successfully resolve this issue on my own, but it will take some additional time/effort and research; or, 3. I need to involve others to provide a successful resolution; or, 4. Something else Notes
Begin thought process towards resolution by identifying your level of participation. What tools can you use?
Can I handle this issue on the spot or do I need to use other resources or people?
Explore additional options with the attendees.
Ask the attendees to pick a complaint that would, for them, fall into each category.
“Give me an example of a complaint/question that you can answer right away on your own”, etc.
As you go through the subsequent “complaints,” ask attendees, collectively, which level works for them. You should expect less experienced administrators to have more complaints that they cannot immediately resolve.
Step 2. Understand the Complaint 1. Can you understand the nature of the complaint? 2. What is really being asked of you? 3. Does the volunteer know they have been heard? 4. Assume the complaint is valid. Is there a surface and underlying complaint? 5. You don’t have to agree; understanding will help you resolve. Notes • Understanding the complaint as a project. •
Be open so that you can honestly accept the individual’s complaint.
•
Have you made the volunteer believe that they have been heard?
•
Does the individual have his/her own agenda?
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AYSO Program: Referee Lead Instructor: Advanced Referee Instructor
Advanced Referee Administrator Training: Dealing With Complaints
Latest Revision Date: 9/30/2015 Length: 1-1/4 Hours Page: 6 of 6
•
Make sure both parties know exactly what the complaint really is and what process is going to take place to resolve it.
•
The end result is to have the individual feel better about AYSO.
Step 3. The Resolution •
Can you resolve meeting both their needs/goals as well as yours?
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You must track the complaint with all parties.
•
How do you know the complaint is resolved?
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If it can’t be resolved, have you exhausted all possible solutions and resources?
•
Pay attention. Usually, one complaint represents a number of individuals with the same complaint.
Notes
III.
Resolution or not. As the person of responsibility, you must be sure the complaint is resolved or otherwise closed for everyone: the individual with the complaint, yourself representing your Region, and AYSO.
Follow the complaint through to completion.
If is isn’t resolved, why not?
PAY ATTENTION: If one person complains, that complaint probably represents a significant number of people. Ask the attendees for examples.
CONCLUSION A. Review. Ask about ‘takeaways’ B. Confirm C. Bridge to future, if appropriate D. Thank attendees for volunteering. We know their time is valuable.
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