As a manager, you need a strategy to harness the benefits of employee complaints—and mitigate their destructive potential. Start by expressing interest in the complainer’s experience or observation, and gratitude that they’ve placed their trust in you. Then have an open conversation with them to uncover the nature of their complaint. Be open to the possibility that they may be offering you valuable information, highlighting a problem that needs to be fixed or an opportunity that needs to be seized. If you suspect that they’re simply venting to you because they need support, respond with compassion to provide them a space of psychological safety. Alternatively, if this person is a chronic complainer who always has something negative to say, the complaint is likely a reflection of their attitude more than an objective problem. Still, these sorts of “trouble-finders” can help you spot potential red flags before they become widespread, so it can be useful to hear them out. Finally, if a chronic complainer is negatively affecting your team’s culture, or if a complaint seems particularly malicious (aimed at undermining colleagues, gossiping, or gaining an unfair advantage), address the behavior head on. Employees aren’t always aware of how their tone or negative mindset affects others and impacts culture, so simply addressing the behavior can be a big help.
This tip is adapted from “ Types of Employee Complaints — and How to Respond,” by Alyson Meister and Nele Dael
Spread the love