Complaint, statement, proposal, petition, petition are civilized ways of solving problems. Recommendations for giving feedback to employees Successful feedback copy of the appeal

Hello everyone! My name is Andrey Tyan, I am the B2BFamily Development Director. I decided to write you this short essay because I realized the following: by revealing the hidden benefits of using our service, I can really change your understanding of sales and the sales process itself for the better. And we'll talk today about feedback in business correspondence... I am sure that the time you spend on reading will not be wasted.

Andrey Tyan,Business Development Director B2B Family

Those emotionless gray emails!

I'll start with a question: how do you understand the client's reaction to an offer over the phone or in a meeting? That's right, emotions! Non-verbal communication gives out everything. You pay attention to gestures, facial expressions, manners. How can you find out the reaction in business correspondence? No way! Most often these are just stereotyped letters with Steven Seagal's emotions.

Many people perceive business correspondence as a dry exchange of information. Therefore, it is almost impossible to understand the true reaction of a potential client to an offer from a letter, unless he writes about it directly. But, as practice shows, the client responds in a formulaic way and something like the following: "Thank you, we have received your offer. We will consider and give an answer within N time," if he answers at all. You just have to wait for the client's verdict.

Build an effective dialogue with a client after correspondence - What?

If during telephone conversation or at a meeting, the client's reaction is approximately clear: "interesting / have doubts / most likely not", then it becomes easier to set the tone and strategy of negotiations. Business correspondence is much more complicated in this regard. It is often impossible to build a chain of business letters based on data on the behavior and reactions of the client, because this data simply does not exist. But at the same time, we all know that the sale should be natural - the client must understand himself that he needs it and is profitable, and not buy because he was pressured.

Imagine now a meeting, negotiations and a client with emotions Steven Seagal! Is it comfortable? Cool collaboration negotiations? But if a client listens to you, asks questions, objects - this is just the basis for starting to really sell, identify needs, clarify details, present your product based on the client's needs - what is called a real sale. But how to establish this harmonious chain of communication with the client? How to transfer all this from live communication to business correspondence?

Find out how the client actually reacted to your offer!

This is how you will see the emotions of the client in the correspondence if you know:

• when, what time, how many times your letter was opened and whether it was opened at all
• How was your offer viewed?
• what hooked, or vice versa, confused in your presentation, what is being paid attention to.

And if a client asked a question right while viewing a document - take such a client into circulation right away! Remember, it's important to reach out to the customer while they are hot. We have already discussed this in our article "Why Call Immediately After Viewing a Commercial Offer?"

There is a chance for live feedback in business correspondence!

A clear understanding of the behavior, doubts, thoughts of the client, for example: how carefully the client looked at your offer, whether he saw the real benefits of your product or just watched the slide with the price, the statistics of viewing will give.

An example like this: at the first contact, we found out that the main thing for the client is "price-quality". He immediately announced that he would compare with competitors, was interested in discounts, etc. Then, in the viewing statistics, we see that the client spent 20% of the total viewing time on the price slide and missed the "Why choose us" section. This means that in the next letter or call we focus on advantages, defend our price with values, or even give a discount.

Thus, it turns out that you go through all the stages of the sale shoulder to shoulder with the client. Feel his mood, catch intentions at every stage - even in business correspondence!

Know your client - lead him "by the hand" to the right solution!

My more than 10 years of experience in sales, full of bumps and fear of not fulfilling the plan in "this month" allowed me to make next output: the communication process in sales is the ability to convey all your benefits to the client so that in his picture of the world there is a clear understanding of the need to work with you.

Understanding how carefully the client looks at your commercial proposal, what slides he focuses on, how much time he spends on viewing - this is exactly the kind of feedback that is absent in business correspondence and which can help in the sale, as we talked about earlier. Knowing this, you are already deliberately building the tactics of your dialogue with the client in such a way as to once again reveal the full value of your proposal and make it easy for him to agree to work with you and your company.

That's all I wanted to tell you.

The time has passed when business correspondence was only an appendage of a real conversation with a client about cooperation. Now you can know when the client looked at your offer and how carefully he studied it! Then it's up to you. Sell ​​more, sell better and make your customers happy!

In order for employees to understand you and want to achieve results with you, it is important to competently discuss their strengths and weaknesses with them and set goals for them. In this tutorial, you will find techniques, guidelines, and examples for giving feedback to salespeople.

Feedback goals

• help the employee understand his strengths and weaknesses;
• support actions that improve work efficiency;
• help to learn from mistakes.

What does correct feedback mean?

• assessment parameters are transparent, understandable and known to employees;
• the assessment procedure is objective, not based on personal likes / dislikes - for this, an outside specialist is often invited;
• situations that have occurred recently, for example, within one reporting week, are subject to analysis;
• criticism should be justified by the results of the assessment;
• criticism should be constructive, that is, suggest ways to solve problems;
• there should be a system of incentives for distinguished employees;
• statistics should be kept by which progress can be monitored.

Service "Quality control of sales departments": who will need it, and how we do it

How to give feedback to managers

Model "Sandwich"

The error parser (developmental feedback) is located between the positive feedback blocks. It is used in conversations on setting goals, adjusting results, developing employees:

The manager Sergey has corrected the mistakes of the previous week, but the sales plan has not yet been fulfilled. We give Sergey feedback.

Let's start with the positive. “Sergey, this week you succeeded and corrected the mistakes that we encountered in your conversations throughout the month. Now, while talking on the phone, you address customers by name, engage in a dialogue with interest, and set the next sales step. "

We will discuss what needs to be corrected, we will discuss an improvement plan. “At the same time, there is room for growth. Pay attention to the presentation of the product, company. Our clients apply to dozens of companies, we need to stand out among them, to interest the client with our offer. Let's discuss what you can do for this. " There is no open criticism, we discuss with the employee a plan to improve his performance.

We end the conversation positively. “Excellent, the action plan has been agreed, and we are getting to work. Try to call current customers using the plan we discussed. If you have any difficulties and questions, please contact. "

SOR model

Suitable in cases where an employee has violated the company's work standards, has committed a misconduct:

Manager Alexey did not respond to the client's request within the specified time, the client terminated the service contract.

We remind you about the Standard. “Alexey, in our company there is a rule - a request for a service should be processed as soon as possible, within a maximum of 30 minutes. The client should know within 30 minutes that we have accepted the application and started working. "

Setting out the facts and observation (Observation). “Yesterday at 10:15 am we received a request from our client, but you only called back at 15:00. The client waited a long time and tried to fix the problem on his own. "

We discuss the impact on the business, the result of the employee's deed (Result). “As a result, the client decided to terminate the contract service because he did not receive help at the specified time. "

The next step is the employee's awareness of their actions and the acceptance of obligations for the consequences of their behavior.

Model BOFF

The new manager Irina regularly violates the standards of quality service: she communicates impolitely with clients, processes requests late, forgets to call back on time, and is delayed during lunch breaks.

Behavior. Tell Irina your observations about her work. Specifically, in the language of facts, preferably with details, dates of observations. Discuss the reasons. Sometimes it happens that an employee is not fully aware of what is expected of him.

Outcome. Discuss with Irina how her behavior (irritation and rudeness in dealing with clients, ignoring requests, long absence from the workplace after a break) affects business results, the number of clients served, and the number of complaints from clients.

Feelings. Talk about how you feel knowing that Irina works this way. You are upset, upset, not very happy, it is unpleasant for you to be aware. Discuss how other managers feel when Irina is away from work for a long time and they have to handle additional calls. Thus, you will help Irina realize the unacceptability of her behavior.

Future (Future). Discuss with Irina how she can change her behavior. It is best to ask questions and get answers from the employee. This will allow her to take responsibility for decisions and actions in the future. At the end of the conversation, agree on specific actions and deadlines, outline a plan of action for the future. It is advisable to schedule a date for the next meeting in order to monitor and discuss Irina's progress.

• listen to the call together;
• ask the operator what he generally thinks about this call;
• ask the operator what he thinks he did best;
• ask the operator what they think of the customer experience and if the customer will use the service or products of the company again;
• ask the operator what he would like to improve on this call;
• now express your opinion about this call, using, for example, the “sandwich” model;
• pick one narrow area to focus on using the SMART technique. Don't go with the topic of "customer service" - it's too broad for one session;
• replay the situation again: you are a client, and the manager will try to take into account his mistakes and build communication taking into account the comments.

1. If the written appeal does not indicate the name of the citizen who sent the appeal, or the mailing address to which the reply should be sent, no reply to the appeal is given. If the said appeal contains information about the unlawful act being prepared, being committed or committed, as well as about the person preparing, committing or committing it, the appeal must be sent to a state body in accordance with its competence.

2. The appeal in which the court decision is appealed shall be returned to the citizen who sent the appeal within seven days from the date of registration, with an explanation of the procedure for appealing this court decision.

(see text in previous edition)

3. A state body, local self-government body or an official, upon receipt of a written appeal containing obscene or offensive language, threats to the life, health and property of an official, as well as his family members, has the right to leave the appeal unanswered on the merits of the questions raised in it and inform the citizen who sent the appeal about the inadmissibility of abuse of the right.

4. In the event that the text of a written appeal cannot be read, no response to the appeal is given and it is not subject to sending for consideration to a state body, local self-government body or an official in accordance with their competence, about which within seven days from the date of registration the appeal is communicated to the citizen who sent the appeal, if his name and postal address are legible.

(see text in previous edition)

4.1. If the text of the written appeal does not allow to determine the essence of the proposal, application or complaint, the response to the appeal is not given and it is not subject to sending for consideration to a state body, local government body or official in accordance with their competence, about which within seven days from the date of registration of the appeal is reported to the citizen who sent the appeal.

5. In the event that a written appeal of a citizen contains a question to which he was repeatedly given written answers on the merits in connection with previously sent appeals, and at the same time, the appeal does not provide new arguments or circumstances, the head of the state body or local self-government body, the official a person or an authorized person has the right to decide on the groundlessness of the next appeal and termination of correspondence with a citizen on this issue, provided that the said appeal and previously sent appeals were sent to the same state body, local government body or to the same official ... The citizen who sent the appeal is notified of this decision.

(see text in previous edition)

5.1. In case of receipt by a state body, local self-government body or official of a written request containing a question, the answer to which is posted in accordance with Part 4 of Article 10 of this Federal Law on the official website of the data of the state body or local self-government body in the information and telecommunication network "Internet ", the citizen who sent the appeal, within seven days from the date of registration of the appeal, is informed of the email address of the official website in the information and telecommunication network" Internet ", which contains the answer to the question raised in the appeal, while the appeal containing the appeal of the court decision is not returns.

6. In the event that the answer to the essence of the question posed in the appeal cannot be given without disclosing information constituting a state or other protected federal law secret, the citizen who sent the appeal is informed that it is impossible to give an answer on the merits of the question raised in it due to the inadmissibility of disclosing the specified information.

7. If the reasons why the answer on the merits of the questions raised in the appeal could not be given were subsequently eliminated, the citizen has the right to re-send the appeal to the appropriate state body, local self-government body or an appropriate official.

In the course of the judicial investigation, the petition becomes a formal request set out in writing by the participants in the judicial proceedings in order to carry out certain actions:

1. clarification of certain facts concerning the court hearing;
2. ensuring your own safety or legal representatives acting during an investigation or legal proceedings,

Petition

A petition is a formal petition submitted individually or collectively to authorities state power or local governments in writing for the purpose of initiating or changing a government decision.

In petitions, sent, as a rule, to the highest bodies of state power, not private, but socially significant public issues are raised.

In Russia, there is no special federal law establishing a special procedure for the nomination, petition, its direction and consideration, or not yet, and the Constitution of the Russian Federation, due to the absence of articles on the petition in it, does not give Russians the right to submit them.

In a number of developed countries, the right to submit petitions, as well as the free expression of the will of their peoples, is enshrined at the legislative level. In accordance with the adopted laws, it is determined minimum volume signatures that need to be collected in order for the document to be submitted for consideration by a government body. Minimal amount signatures in a petition depends on the characteristics of the legal system, the ability to quickly process requests and, of course, on political system the state.

Petitions in countries where their nomination is allowed are one of the most important instruments of society's influence on power. They provide communication between the authorities and citizens, although often for different reasons.

Opportunity to submit petitions in Russia

The possibility of submitting petitions in Russia is regulated by the Decree of the President of the Russian Federation "On the consideration of public initiatives sent by citizens Russian Federation using the Internet resource "Russian Public Initiative" (No. 183 of March 4, 2013).

With the help of this portal, you can reach a very large audience and, as a result, collect much more signatures. In addition, the need for preparing a huge layer of paper documents, for holding personal meetings and establishing contacts has disappeared. Not surprisingly, for this reason, electronic petitions have become very popular. Electronic and paper (written) versions of petitions are equivalent in legal force.

Petitions are not only about collecting signatures. They create a more important opportunity - they unite people who are not indifferent to a specific common problem, on which it is possible to work together, to achieve the necessary attention to it from both the authorities and organizations, companies and a wide range of socially active groups of the population.

A petition, in essence, is an official statement of the will of a certain number of citizens. The authorities are obliged to reckon with this fact. The petition allows you to influence the adopted law, partially change it or even abolish it altogether, if there are sufficient grounds for this. Petitions, by and large, can be put forward in relation to any issue, whether it is the removal from office of a corrupt official or the creation of a children's park in a city or village.

On the page of the state services website "Russian Public Initiative" the official website ROI.ru. Registration and Voting "you can read in detail the conditions for filing a petition and online voting for a proposed proposal, in particular, with the requirement that the petition should not contain initiatives that contradict the current Russian legislation.

Virtual receptions for submitting applications, appeals, complaints, motions and suggestions

An example of new forms of dialogue between the authorities and various institutions with the population can be:

• virtual reception of the State Duma of the Russian Federation,
• the official website of the Administration of St. Petersburg, which is an electronic reception for sending requests and messages,
• electronic reception of the Government of the Leningrad Region,
• electronic reception of the Government of Moscow,
• electronic reception of the Moscow City New Territories Development Department,
• virtual reception of the Administration of Krasnoyarsk,
• Internet reception of the Administration of the city of Smolensk,
• the official website (electronic reception) of the Administration of the Guryevskrgo urban settlement of the Kemerovo region,
• Portal of the Healthcare Department of the Kostroma Region,
• virtual reception of the rector of the Academy of Social Management,
• site Active Citizen - a project for those who care about what is happening in Moscow, which is a platform for electronic referendums, launched at the initiative of the Moscow Government,
• The portal of those who are not indifferent, created by the Administration of the Lipetsk region,

where people submit their proposals, touching upon various issues of life in their region. They are discussed by the participants in these interesting projects, the results of which are the implementation best ideas and the solution of the problems indicated in the appeals.

Absolutely not excluding the traditional forms of written appeals and personal reception with managers, executive authorities and various institutions, providing citizens with the convenience of appeals, additional opportunities for obtaining comprehensive consultations and answers to questions of interest, come up with a proposal and initiative, openly express their opinion on relevant cities, regions, regions topics virtual receptions are becoming more and more popular.

Rights of applicants

When applying to the authorities and any other authorities, a citizen has the right:

• provide additional documents and materials;
• request additional documents and materials from the addressee;
• get acquainted with the documents and materials related to the consideration of the appeal, if this does not affect the rights, freedoms and legitimate interests of other persons and if these documents and materials do not contain information constituting a state or other secret protected by federal law;
• receive a written answer on the merits of the questions raised in the appeal, a notification of forwarding a written appeal to a state body, local self-government body or an official, whose competence is to resolve the issues raised in the appeal;
• to file a complaint about a decision made on the appeal or about actions (inaction) in connection with the consideration of an appeal to a higher authority in an administrative and (or) judicial procedure in case of justified disagreement with the decision or committed violations that entail infringement of the rights of the applicant
• apply for the termination of the consideration of the appeal.

Security guarantees in connection with filing an appeal

The law prohibits the prosecution of a citizen in connection with his appeal to a state body, local self-government body or an official with criticism of the activities of these bodies or an official, or in order to restore or protect his rights, freedoms and legitimate interests, rights, freedoms and legitimate interests of others persons.

It is not allowed to disclose information concerning the private life of a citizen contained in the appeal, as well as other information, without his consent.

It is not the disclosure of information contained in the appeal, as well as the direction of a written appeal to a state body, local government body or an official, whose competence is to resolve the issues raised in the appeal.

Procedure for Consideration of Citizens' Appeals

1. Personal reception of citizens by officials

It is possible to submit an appeal to state bodies, local self-government bodies or to do it orally in the process of personal reception by the heads of these bodies and authorized officials.

Information about the place of admission, as well as the days and hours set for admission, is brought to the attention of citizens. At a personal meeting, a citizen presents a document proving his identity.

The content of the oral appeal is entered into the personal reception card of citizens. In the event that the facts and circumstances set out in the oral appeal are obvious and do not require additional verification, the response to the appeal with the consent of the citizen can be given orally during a personal reception, about which an entry is made in the citizen's personal reception card. In other cases, a written answer is given on the merits of the questions raised in the appeal.

A written application accepted during a personal appointment is subject to mandatory registration and consideration in the manner prescribed by this Federal Law.

If the application contains questions, the solution of which is not within the competence of this state body, local self-government body or official, the citizen is given an explanation of where and in what order he should apply.

In the course of a personal meeting, a citizen may be denied further consideration of the appeal if he was previously answered on the merits of the questions raised in the appeal.

2. Obligation to register a written request

A written appeal can be sent directly to that state body, local self-government body, to that official, whose competence is to resolve the issues raised in the application.

A written statement is subject to mandatory registration. The application contains the incoming document number, date of registration, surname, position and signature of the person who registered the document

Registration of citizens' applications is carried out using one of the following forms:

1. electronic,
2. card,
3. magazine with graphs.

All applications received, including those received at a personal appointment, are registered on the day they are received.

If the competence of the official or administration body to which the appeal was sent does not allow resolving the issues contained in the appeal, they, within 7 days from the date of registration of the appeal, send this application to another, appropriate body or relevant official, in whose competence includes the solution of the questions raised in the appeal. The applicant is notified of this without fail.

In the event that the resolution of the issues raised in a written appeal falls within the competence of several state bodies, local self-government bodies or officials, a copy of the application is sent within 7 days from the date of registration to the relevant state bodies, local self-government bodies or relevant officials.

A state body, local self-government body or an official, when sending a written application for consideration to another state body, local self-government body or other official, may, if necessary, request documents and materials on the results of consideration of the written application from the said bodies or from an official.

It is prohibited to send an appeal for consideration to a state body, local self-government body or official, the decision or action (inaction) of which is being appealed.

If it is impossible to send an appeal for consideration to a state body, local self-government body or an official, whose competence includes solving the issues raised in the appeal, the complaint is returned to the citizen with an explanation of his right to appeal the relevant decision or action (inaction) in court.

3. Duties of officials when considering appeals

• take measures for full, objective, comprehensive and timely consideration of appeals;
• make legal and informed decisions;
• inform citizens in writing about decisions made as a result of consideration of written applications, giving reasons for their adoption;
• explain the procedure for appealing decisions.

4. Terms of consideration of applications

1. if the appeal does not require additional study and verification - no later than 15 days;
2. if the solution of issues is within the competence of the recipient - no later than 1 month;
3. if the consideration of the appeal requires a special check, requests for information - the term for its consideration is extended, but not more than 1 month (with the notification of citizens).
4. if the appeal requires the need to send requests to foreign countries and (or) international organizations, the term for its consideration can be extended up to 6 months.

If the citizen's appeal, filed by the local authorities, with the bailiff service, Rospotrebnadzor, the Federal Antimonopoly Service, housing and communal services or other bodies was ignored, left without consideration, or an answer was provided to it, which is essentially a formal reply, that is, from officials there was a gross administrative offense and violation of Federal Law No. 59, then this circumstance should become the subject of attention of the prosecutor's office, where you should immediately contact:

5. Control over the consideration of applications

State bodies, local self-government bodies and officials, within their competence:

1. monitor compliance with the procedure for considering applications,
2. analyze the content of incoming requests,
3. take measures to timely identify and eliminate the causes of violation of the rights, freedoms and legitimate interests of citizens.

Control over the consideration of received applications from citizens is carried out using electronic system control, registration and control cards, magazines.

Instructions of managers (officials) for further consideration of citizens' appeals are drawn up in the form of resolutions.

Citizens are informed in writing about the decisions taken as a result of consideration of their written appeals.

In the replies sent to higher state bodies, other organizations (to higher officials) according to the citizens' applications and orders being monitored, information about the notification of the citizen about the results of the consideration of his appeal, a note about the executor is indicated.

In cases where written applications of citizens received by state bodies, other organizations (officials), simultaneously contain questions related to the competence of several state bodies, other organizations (officials), copies of these applications are sent within 5 days to the appropriate government bodies, other organizations (officials) with notification of citizens.

6. When the appeal is considered considered and resolved

An appeal is considered considered and approved if:

1. the questions posed are considered.
2. the necessary measures have been taken;
3. An answer was given in writing on the merits of the questions raised in the appeal within the time frame specified in the Law.

The response to the appeal is signed by the head of the state body or local self-government body, official.

The answer to the appeal received by the state body, local self-government body or other official on information systems general use, sent to the e-mail address indicated in the application.

7. The storage period of requests

Applications and appeals of citizens, materials related to their consideration - 5 years.

In case of repeated application - 5 years from the date of the last consideration.

If necessary, in the prescribed manner government agency, another organization may decide to increase the storage period or to permanently store the relevant citizens' appeals.

8. List of grounds for refusal to consider applications

• the written appeal does not indicate the surname of the citizen who sent the appeal, and the mailing address to which the response should be sent.
• the appeal contains information about the unlawful act being prepared, being committed or committed, as well as about the person preparing it, committing or committing it, the appeal is to be sent to a state body in accordance with its competence.
• the text of the written appeal cannot be read, it is not subject to being sent for consideration to a state body, local self-government body or an official in accordance with his competence, which is communicated to the citizen who sent the appeal, if his name and postal address are readable.
• an answer on the merits of the question posed in the appeal cannot be given without disclosing information constituting a state and other secrets protected by federal law, the citizen who sent the appeal is informed that it is impossible to give an answer on the merits of the question posed in it, with the inadmissibility of disclosing the specified information.
• the appeal in which the court decision is appealed is returned to the citizen who sent the appeal, with an explanation of the procedure for appealing this court decision.
• the appeal contains obscene or offensive expressions, threats to the life, health and property of the official, as well as his family members, the official has the right to leave the appeal unanswered on the merits of the questions raised in it, while simultaneously notifying the citizen who sent the appeal about the inadmissibility of abuse of the right.
• the written appeal contains a question to which written answers were given on the merits in connection with previously sent appeals, and at the same time, the appeal does not provide new arguments or circumstances, an official or an authorized person has the right to decide on the groundlessness of the next appeal and termination of correspondence on this issue, provided that the said appeal and previously sent appeals were sent to the same state body or to the same official, with the notification of the citizen who sent the appeal.

9. Reimbursement of losses caused and recovery of costs incurred when considering applications

A citizen has the right to compensation for losses and compensation for moral damage caused by illegal action (inaction) of a state body, local government body or official when considering an appeal, by a court decision.

If a citizen indicated deliberately false information in the appeal, the costs incurred in connection with the consideration of the appeal by a state body, local government body or an official may be recovered from this citizen By the tribunal's decision.

Useful to consider

In order for the appeal to be considered seriously and on time, it is desirable that it contains references to laws or any other official decisions.

Helpful information

• You can familiarize yourself with the calculation of taxes on real estate under the new 2019 rules.

The state exists in order to organize the life of its citizens. This work requires constant feedback. People ask questions, talk about problems, generate suggestions. And the answers are often vague, unrelated to the topic. Therefore, it is desirable for a specialist to have a sample of answers to the Document, it is necessary to correctly draw up, fill with meaningful content, convey to the person the position of the organization or the state. Let's look at how to write a response to an appeal, according to Federal Law 59.

Concepts and definitions

Citizens' applications are considered proposals, questions, and petitions. They can be filed in writing, in electronic format or orally. But appeals will be considered only when they are officially issued. For example, if a citizen talked to the head, and he did not give the order to draw up a special document following the results of the conversation, then one should not wait for an answer, and the organization is not obliged to give it. This is not against the law. And people should be aware of some bureaucratic subtleties. The Law on Appeals describes what types and forms of official conversations with government agencies currently exist. Other structures are not considered. They simply do not have the right to initiate responses to non-existent appeals. In order to be heard, you should act in the manner prescribed by FZ 59. Organizations have a responsibility to respond to:

• letter;
• a question asked at a personal meeting;
• email.

Each of the listed applications must contain the individual data of a citizen, otherwise it will be considered anonymous. And such documents are not considered, which is regulated by the current legislation.

What to write in the answer?

There are two parties involved in this process. Both face certain challenges. People need information, and employees need to be concerned about compliance with the law. It is useful for both of them to study the sample of responses to citizens' appeals in order to speak the same language. For example, if a person decides to complain about an employee who offended him and waits for information about his dismissal, then he can be very upset. Evidence is needed to make an informed and fair decision. An employee considering such an issue is faced with a problem: how to satisfy the applicant's request and not break the law. It is necessary for both parties to understand that any letter signed by an official is a serious document. These papers are stored for the number of years established by law. They can be extracted from the archives and examined. If necessary, you can conduct an investigation into the form and content of the response. Everything is serious. Therefore, a sample of responses to citizens' appeals is necessary for novice employees. Sometimes, without experience, it is difficult to find the correct formulations that fully express the essence of the information. Now let's get down to specifics.

How to work on answers

Below is a rough form. In the meantime, we should talk about bureaucratic subtleties. The Petitions Law provides for all the nuances of the process. In our case, it is important that letters confirmed by individual data and the signature of the applicant are accepted for consideration. The specialist who composes the text of the answer needs the surname and initials of the citizen, the address of his residence. The point is that the answer is sent in writing. The header contains the personal data provided by the applicant. Next, you should show the recipient which of the requests is being answered. Here is the approximate beginning of the text: “Dear Natalya Gennadievna! Having considered your letter dated 12.04.2011 on violations of the current legislation in relation to the calculation of pensions, (name of the authority) decided…. ”. That is, it is necessary to convey the essence of the problem to the recipient. If you do not remind the question, then the meaning of the answer may be completely lost, remain incomprehensible. As a rule, experts forget about this. Imagine that you need to compose an answer to such an appeal: "I ask you to consider the issue of establishing a holiday of balloons in our village."

Approximate work plan

Do not consider this example absurd. Still not such letters have to be considered by specialists. And it is impossible to make a mistake, violate the order of consideration. I have to do routine work. The employee takes a sample of responses to citizens' appeals and repeats the obligatory scheme. It consists of the following stages:

1. Identify the competence of which department (body) the issue belongs.
2. If there are more than one respondent, send copies to them.
3. Inform the applicant about where his appeal was sent.
4. Put the question under control.
5. Appoint a person responsible for the execution of the document.
6. Collect all responses and form a text sent to the applicant.
7. Analyze compliance with legislation
8. Control the timing of the response to the written request of citizens.
9. Send summary information to the applicant.

This plan can be replenished as needed. additional items... For example, if we are talking about the misconduct of an employee of the organization, then the management may decide to conduct official investigation... Then you will have to wait for its results.

Sample response (not to repeat)

Let's try to go through all the points of the plan, taking into account that the executive authority asked about the holiday of balls. The head of the organization understands that the issue is not in his competence. Therefore, it needs to be redirected. A letter is written to the local government with a request to consider the corresponding appeal. And the applicant is answered like this: “Dear Maksim Sergeevich! Our organization (name) has reviewed your appeal from (insert date) regarding a balloon party. As a matter of fact, we inform you that this topic does not belong to the competence of (name of authority). Your appeal has been sent on (date) to the local council for consideration and a substantive response. " This response must be sent to the applicant within fifteen business days. In general, the review period is 30 days. But if the answer cannot be given at once, the work of several departments is necessary, then it doubles. This is not the end of the paperwork. It is necessary to wait for what he says local authority self-government, and then write to the applicant. For example, like this: “Dear Maxim Sergeevich! Your proposal for a balloon party from (date) has been reviewed by the local council. On the merits of the issue, we inform you, at the moment annual plan the work of the body does not envisage activities to expand the list of public events. Your proposal has been forwarded to the department (specify) for study. The head of the unit was instructed to organize the study public opinion settlement in order to identify the percentage of supporters and opponents of the idea. You, for your part, can connect to this work. We invite you to come to a personal meeting with the head of the structural unit (name) to discuss specific measures for the implementation of the public initiative. When confirming the fact that most of the citizens of our village are supporters of the new holiday, the initiative will be submitted to the session of the local council for consideration in the manner prescribed by law. "

Legislation on the consideration of citizens' appeals

You must understand that any document created in must comply with the regulatory framework. When the answer to the appeal is written, the law under which the question falls is revealed in the first place. For example, if they complain about the roads, then the application is sent to the housing and communal services department, if they are dissatisfied with their pension, they are sent to an organization dealing with social issues. The legislation on the consideration of citizens' appeals strictly indicates the illegality of preparing a response by those institutions whose competence does not include the question. Of course, it is better to regulate this at the application stage. A specialist dealing with work with citizens is obliged to figure out which department is doing what in order to prompt the addressee to the people. Otherwise, the application is written in the name of "the main boss". In the Russian Federation, people send questions to the president. And the administration is already deciding which written appeal to send where, so that the citizen receives an answer to the essence of the problem, and not a formal reply.

The subtleties of forming responses

Any activity of a specialist working with people is subject to strict regulations. The terms of response to written requests from citizens have been established by law. It is impermissible to violate them. They are as follows:

• 30 days usually;
• 60 - as a last resort, when additional research is needed.

But in this case, the applicant will receive an interim answer. In addition, the terms of interdepartmental correspondence concerning applications and proposals received from the population have been established. So, having received a resolution from the head, from which it follows that the letter must be considered by several institutions, the specialist is obliged to send copies to the addressees for work within seven days. The recipients themselves respond to the applicant or send information to the organization from which the request came. In the latter case, they have only fifteen working days to generate information. The time frame for responding to written requests from citizens is monitored by the regulatory authorities. For their violation, specialists are subject to penalties.

Responses to citizens' appeals: examples

Here are a few letters, and then we will analyze them.

• “Dear ... The administration of the body has considered your appeal from (date) on violation of the legislation on the calculation of pensions. As a matter of fact, we report the following. The control body (specify) checked the documentation of the department dealing with social payments for compliance with the charges with the current legislation. In the course of the work, violations were revealed. The facts indicated in your appeal have been confirmed. At the moment, all revealed violations have been corrected, the employee who committed them has been reprimanded. "
• “Dear ... Having considered your application from (date) regarding disturbance of the peace of citizens at night and in the evening, I inform you. This issue does not fall within the competence of the state institution headed by me. Your appeal has been forwarded to local authorities and law enforcement bodies for study and decision-making on the merits. The answer will be sent to you by these institutions ”.

In the examples, we do not include dates, meaning that the reader has learned: no violation is allowed. This is described above.

Parsing examples

If you read the texts carefully, you can see the difference in the person from which it is written. The documents are formed depending on how the appeal was considered. If the question does not require elaboration, then the boss puts a resolution on the letter, guided by which, the specialist writes the answer. It can be very simple, monosyllabic. The head signs this document, sometimes on his own behalf, more often on behalf of the organization. This is decided by the boss himself when he thinks over the answer. The oral appeal of citizens, for example, is almost always considered by the leader himself. Based on the results, the applicant receives an answer from the person he contacted. That is, the message is personal. But this is done only in simple cases. If the question is complex, then no experienced leader will take responsibility for the information provided. He, of course, puts his signature. But the performer, the specialist who worked on the text, will be responsible for mistakes or flaws. His surname, and sometimes his position, is indicated at the bottom of the page or on the reverse side of it.

How complex calls are dealt with

It is also necessary to talk about what the "work of a bureaucrat" is. People often scold government officials for not being able to get them to give a meaningful answer to their questions. But not everything is so simple. Professionals are not allowed to do as they might want to. They work under the strict control of the law. As they say, a step to the right - and dismissal or trouble with the competent authorities. We have already said that the first phase of consideration of an appeal is the identification of bodies and departments, whose competence includes solving the problem. There can be many of them, not one or two. And the answer should be made complex. The legislation does not allow breaking it down into its component parts and informing about each piece separately. Therefore, it is necessary to appoint a person responsible for the draft response to the citizens' appeal. Who could it be? As a rule, the department or organization to which the problem relates most will be the main thing in this matter. But not always. The decision is made by the leader. And he chooses the person in charge, taking into account the personalities. It is better to entrust the collection of the answer to someone you trust, who is more experienced in this matter, and so on. Therefore, sometimes the performer (author of the text) may be a person who, according to the instructions, is engaged in somewhat different duties. This is not prohibited by law. And the leader needs to take care of the organization's reputation. Of course, he assigns difficult questions to someone who has enough managerial experience, who knows the law in theory and knows how to use it in practice.

Both the applicant and the addressee of the appeal must learn the scheme of consideration given above. Then they will speak the same language, understand each other more. And this, naturally, will strengthen cooperation between the state and society. It is necessary to learn that there is legislation. The defendant obeys him, and has no right to go beyond the framework. Why demand the impossible from the "bureaucrats"? All they can do is obey the law. Therefore, a citizen must know its basics. Then there will be no complaints about the holiday of balloons, which only distract civil servants from serious matters.