Project overview and context

You receive an email from Sarah Voss, Customer Service Manager.

Subject: Customer service assistant complaint

Hello,

Gina Harris, Human Resources Manager, has advised me that one of our customer service assistants has made a complaint to the human resources department. Trevor claims to be experiencing age discrimination from his work colleagues. Trevor says that for two years he has been subjected to offensive comments regarding his age. He claims, for example, that he was called old and expired and was subjected to a betting game about his possible age of retirement. Trevor also claims that persistent comments have caused him much distress and isolation within his team.

As Trevor is one of your team members, directly reporting to you, I need you to follow-up and produce a response that clearly identifies the key issue; recommends ways to resolve any conflict; and promotes the organizations cultural diversity and ethical environment within your team. Trevors employee profile is provided below.

Please access the relevant BizOps policies and conflict resolution procedures to assist you in dealing with this issue.

Regards,

Sarah Voss

Customer Service Manager

Employee profile: Trevor

Trevor is employed as a customer service assistant at BizOps. He is 66 years old and is unsure as to what age he will retire. He has worked at BizOps for more than 10 years and participates in mandatory workplace training every 12 months.

Trevors role is to receive and respond to incoming telephone calls and emails from BizOps customers.

This is the question:

Plan and list the steps you will take to manage Trevors complaint promptly.