Things are worse than you fear when you aren’t hearing complaints. People are lying. Culture is broken, fear blocks honesty. Or people are disengaged.
Tension bubbles below the surface when leaders aren’t hearing employee complaints.
7 responses to employee complaints:
#1. Say, “Thanks for bringing this up.”
#2. Let people know their feelings matter.
Apologize even if you didn’t do anything wrong.
- I’m sorry this went badly for you.
- I’m sorry this is so upsetting.
- I’m sorry things didn’t go as you hoped or expected.
- I’m sorry you were disappointed.
#3. Avoid offering quick solutions.
Don’t say:
- That’s because…
- You need to understand…
- We’re doing our best…
- You should…
Explanations make you seem out of touch to those who feel unheard. Justifications feel like indifference.
#4. Always ask questions.
Gentle curiosity feels like compassion. Complaints are opportunities to help people feel heard. But statements express authority.
Bite your tongue. If you can’t think of a question, say, “Tell me more.” Slow down and breathe.
If you want to escape, lean in. Use questions to get to the heart of the matter.
#5. Turn to the future.
Suppose employees complain that they aren’t supported. Ask, “What does support look like to you?” Other forward-facing questions include…
- What does it look like when things are going well?
- What could be done – next time – to make things better?
- Who should be included in this conversation?
- What can you do to make things better next time?
Ask, “How can I help?” But don’t do people’s jobs for them.
#6. Identify one key behavior that needs to happen next time.
Don’t try to solve everything. Just move forward.
#7. Set a follow-up meeting, when appropriate.
Complaints are a form of concern. Employee complaints indicate people care about something.
What are some useful responses to employee complaints?