Complaints to Commitments
“There’s too much talking behind one’s back here. People talk about others, but rarely to others. If I knew and had a chance to talk to the person with a complaint, then we could confront the issues and work on solutions.”
Are you working in a company or law firm where leaders recognize the value of people expressing dissatisfaction? 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.
Listening to Complaints
What commitments or convictions do you hold that are implied in your complaint? What value is not being honored? What commitment do you have that is not being fully recognized by this situation?
In every complaint there is a value that is not being honored and it is usually the absence of this personal value that is rubbing the person the wrong way. Hence there is passion in complaints. Unlock the underlying value and there is productive conversation about what needs to be done in order to create meaningful change.
What if leaders could feel comfortable enough to listen to a complaint without explaining, empathizing and trying to solve the problem? What if they took the time to explore for the unfulfilled values and commitments inherent in people's concerns?
Rather than seeing complaints as problems to be solved, dissolved, suppressed and squashed, they present an invitation and a challenge to leaders to make use of their energies. Complaints might be seen as a gateway to identifying and giving voice to personal commitments at work. It is a way to identify what people stand for; not just what they can’t stand.
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 the concerns of 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
Comments