One of the things that's difficult with running a committee is when you're trying to make decisions and move forward. But in reality, because of the different personalities, there are disruptors and there will be clashes that could occur. But I would like to share with you in this podcast five tips on how to handle complaints and disruptor.

One, put the procedure in place. Create a flowchart or even put in a policy in place to make sure that it is a list of the requirements and step-by-step procedure that you and your committee could follow. You won't get lost. It's like having a guidance and a follow-through on what to take. That way, no matter how surprise you get with what comes in, that has to be decided by the committee in respect of complaints or even disruptors, you can always go back to that flowchart or procedure that you would follow. Trust me, it works.

Tip number two, acknowledge receipt of the complaint or a matter that has been addressed to you. It's important that there is a response saying, Thank you for your communication. We will revert to you and give them an estimate time of reply so that they would know when to follow up. This also avoids unnecessary communication, and you don't want to have someone to follow through every day. And that allows you to control how long you would need to respond. Of course, it should be within reasonable time, seven days, 14 days, and then follow through as long as it's, again, in your flowchart or your procedure or policy.

Tip number three is follow the procedure so you do not get lost. That's how simple it is. Or provide a reply, and the reply should be either you will take action. You will not take action or give us more information so that we can decide whether we will take action or we will not take action, and then set out the reasons why. And remember, if the committee, if your committee is not ready to make a decision and you need more information, data, or evidence, ask that. And again, with that, provide a time frame of how long they could provide it. That way, you are not waiting forever.

Number five, allow for an appeal and follow through with the procedure as to whether you are taking action or not taking action. That way, the person who has made a complaint or has addressed an issue can see that you are reasonable, and they are given a final opportunity to provide further information through an appeal.