How Open Should I Be To Complaints?

Question to Ask the Workplace Doctors about how open should a manager beĀ  to complaints:

I spoke with you a few weeks back about becoming a new manager over my peers. I inadvertently misplaced the website to ask future questions so I’m emailing you directly, if you don’t mind. I’m a new manager and would like to employ an open door policy, however; I need a bit of advice as to just how open I should be in regards to complaints. In the past our previous manager would listen to and comment on problems that employees brought to him and make changes based on the conversation without having first spoken to the immediate supervisor to verify the complaints. Do I simply tell them that I’m open to listen to them and then let them know that I will not be able to make any comments until I’ve spoken with the supervisor or all parties involved? Do I address the complaint with all parties separately and then collectively?May I have the name of the website for future reference?

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