Complaints in the Workplace – The Fine
Art of Complaining
By Sarah Hightower
How well you deliver complaints may not only dictate the end results of
the specific situation, but could set the tone for how your employer and
co-workers view you as a team player....
We all run into situations about which we are not pleased, and in many
cases have a need to voice our dissatisfaction to someone, either to vent or
to achieve satisfaction. This is called “complaining,” and how well you
deliver complaints may not only dictate the end results of the specific
situation, but could set the tone for how your employer and co-workers view
you as a team player.
Most of us do not like chronic complainers – in fact, most of us don’t
like complainers chronic or not. Did you ever stop to wonder why?
People have a right to voice their displeasure – it is most often in
their best interest to do so and in many cases complaints are the catalyst
to the improvement of a product, system, service or process. So, what is it
we don’t like about the process of complaining, the complaints or the
complainers?
I think we can get to the heart of the matter by examining the
dictionary.com definition of the two words, complaints and complain.
Complaints are defined as expressions of pain, dissatisfaction, or
resentment or a cause or reason for complaining; a grievance. Complain is
defined as an act to express feelings of pain, dissatisfaction, or
resentment, or an act to make a formal accusation or bring a formal charge.
If a complaint always remained the simple expression of dissatisfaction,
we probably wouldn’t have much trouble. So what is the problem then – I
believe it is summed up in one word “Accusation”. Many people feel in order
to voice complaints they must also find the reason and the fault for the bad
situation.
Most assertiveness training specialists will tell you to always state
your concerns in the form of what they call “I Statements,” relating only
the impact of the offending actions on you, never making an accusation or
blaming anyone for your discomfort or lack of satisfaction.
So, then let’s take an objective look at this – it’s ok to be
dissatisfied and it’s ok to voice dissatisfaction to the appropriate place
or person – what isn’t ok?
It’s not appropriate to lay the blame for your dissatisfaction on a
person or on something for which an individual is responsible. An accusation
in whatever form is most likely to offend. It’s pretty easy to understand
then that your concern should be couched in some way that does not hint of
an accusation or a threat.
>From observing people over the years, many people feel if they
take their complaints first to the highest level of authority the results
will be faster and more satisfactory. I actually believe this is very untrue
and is at the heart of many common workplace disputes.
I also notice many people approach a complaint situation as an offensive
attack, feeling they have to lay out all the facts and point out all of the
related dirty deeds. This is particularly true when complaining to a
merchant or company when you are asking for a refund or the replacement of a
product.
Remember a company may be very large, but your complaints are going to be
read and interpreted by a person.
If you must complain, think about it first. Make sure you are not feeling
victimized, it may cause you to appear as a whiner. Look at the facts
objectively. Remember the truth will often lie somewhere in the middle.
The other side will have an opinion, consider what it might be and be
willing to acknowledge that you may have played some role in the situation.
If it is a co-worker be nice – if it is a company go to the person who
provided the service to you when possible. Do not go to the president of the
company or immediately to the BBB. Escalation should only happen when you
are unable to achieve results directly – and then escalation should only be
to the next highest authority – again, not directly to the top.
Don’t practice law unless you are licensed to do so and don’t make
threats, especially if you are not prepared to follow through. Before you
send anything in writing read it with the eye of the receiver.
These rules will not work in every situation obviously; your department
store will have an impersonal refund policy and an address to direct your
complaints. But your attorney, doctor, counselor, mechanic, landscaper,
plumber and banker will appreciate hearing about your dissatisfaction
directly from you, rather than from the BBB or another regulatory agency.
The same goes for your co-workers, let them know in non-threatening,
non-accusatory language that you would like to see something change. Before
you do, make sure you have examined everything from all sides and that it is
a legitimate concern and does not represent self-serving interests.
Focus on the complaint, watch your own behavior, and leave all of your
bridges unburned and all of your relationships intact. Complaining is
responsible, appropriate and part of our rights; after all, it was a group
of complainers who landed on Plymouth Rock so long ago.
About the author:
Sarah Hightower is CEO of Chandler Hill Partners, the Nation’s leading
career search specialists. For nearly 15 years, Sarah Hightower has been
successful in helping mid- to high-level executives and professionals
outperform the competition.
For more information about this and other Career New, email
info@chandlerhill.com or go
to
www.chandlerhillnews.com
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