Pay Attention to Employee Complaints
Are you working in a company or law firm where leaders recognize the value of people expressing discontent? How do leaders in your company or law firm handle employee complaints?
One of the most powerful questions one can ask is “Does our company culture encourage leaders to immediately address the complaints of workers?” Emotionally intelligent and socially intelligent leaders create a culture that encourages open communication and discourages unproductive complaining.
Why Complaints Are Important
It is important to pay attention to complaints because they contain a seed of passion! For every statement of what a person can’t stand, there is an underlying reason, or statement about what they stand for.
Where there is passion there is possibility for transformation. There is energy and there is commitment. People do not complain about what they don’t care about. So underneath the complaint, there is a river of committed passion and a source of energy to be discovered and harnessed…if we look for it and ask about it!
Leaders and managers are faced with complaints all the time. Here are some typical responses:
1. Explaining: Acknowledge the person’s complaint and give them more information that would explain the situation and provide another perspective.
2. Empathizing: Acknowledge the person’s complaint by actively listening and empathizing with them in order to help them to accept the situation.
3. Problem-solving: Acknowledge their complaint and try to explore solutions using problem-solving methods. Depending on your leadership style, you will direct or coach them to take action, or you might take the monkey on yourself by agreeing to do something to fix the problem.
What if there was a different approach to handling complaints, one that actually encouraged people to stay with the problem in order to pursue meaningful transformation?
Asking this important question might help:
What sorts of things, if they were to happen more frequently in your work setting, would you experience as being more supportive of your own ongoing development at work? In other words, what do you really need to thrive?
Working with a seasoned executive coach trained in emotional intelligence and incorporating leadership assessments such as the Bar-On EQ-i and CPI 260 can help you become a leader who listens to your people. You can become a leader who models emotional intelligence and social intelligence, and who inspires people to become happily engaged and aligned with the vision and mission of your company or law firm.
I am currently accepting new executive coaching and career coaching clients. I work with both individuals and organizations. Call 415-546-1252 or send an inquiry e-mail to mbrusman@workingresources.com.
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