Complaint Management In Schools: Vignette Technical Application

Improving the success at educational institution and providing continuity have a close relationship with complaint management. The aim of this study is to determine the capability of complaint management of school principals who have an important duty during this process. For this study which is modified as Qualitative Research, content analysis method was used. The sample of this study is 39 school principals who are studying for master degree at Fırat University, Division of Educational Administration, Supervision, Planning and Economics. In this study, vignette technique was used to obtain data. By giving three short stories which are based on literature, the opinion of school principle was asked how they would manage the complaint. These opinions were analyzed according to the steps of problem solving. According to the results which are obtained; principles are primarily searching the trueness of the complaint then, examining the source of the problem and their approaches are different from each other. They have objective attitude regardless of the complaint subject or person. Moreover, during this process each principle uses their own method and it shows that there is no systematic approach.