Where a consumer makes a complaint to public service management about the level and quality of service. Management insists any meeting in relation to the complaint(s) be attended by both the staff in question and the consumer.
This way, the manager can assume the role of ‘mediator’, rather than ‘director’, inferring he or she is not taking sides. Therefore staying sweet with the staff - and that he or she is on their side.
In contrast to taking a responsible management role of hearing the consumer’s complaints without staff present or having any knowledge, covertly investigating the consumer’s complaint(s) and, if necessary, taking action against the staff as if the complaint was as a direct result of the management’s investigation of service delivery and procedure – proper business management