So I just read a very good blog post by Daniel Decker (danieldecker.net) about complaining.
He suggests the implementation of a “no complaining” rule. The point of this rule, is something that I’ve practiced for all of my professional life. And that is. You don’t get to complain about something, with out offering a solution.
This is NOT to say that the solutions are always acted on. (Though in my case they usually are, I have good ideas.). What is critical to making a “no complaining” rule work is for management to a. recognize the “complainer” and their problem and b. act on the suggestion, offer a compromise, or lastly, and very rarely, decline the solution, and offer an explaniation why the solution isn’t workable.
Taking these types of complainers seriously can really benefit a companies bottom line, as well as just plain making a managers job easier. It starts with recognizing that these people, the “squeaky wheels” are really one of your companies greatest assets.
Because they are “in the trenches” as it were, your employees have a unique perspective that allows them to see inefficiencies, and potential stumbling blocks that others, especially managers, may not see until it’s too late. Many times a delay in production is well know to the people doing the production long before the delay becomes a problem. Back at a time when there is still time for a solution.
Too many times, I think that manager’s don’t realize, or see, the potential in a “complaint”. A complaint really is an opportunity for improvement. And even if the “complaint” doesn’t come with a solution, by encouraging problem solving, asking questions, and responding to employee suggestions thoughtfully, you will create better “problem solvers” in your entire work force.
If you have hired good workers (and you have, right?) they are going to WANT to do their jobs in the best, and most effect way possible. No one wants to do a job the slow way, and hopefully you have hired people who also want to do the job well. Because they DO it, everyday, if allowed, most people will naturally develop more efficient strategies to accomplish a task.
Too many times, I’ve seen managers who are too wrapped up in a top down dictatorial system. I don’t know if it’s fear of being seen as impotent, or lacking leadership, or what. But the best leaders know how to effectively collaborate with their followers, creating a synergy where everything just works better.
So, when one of your employees comes to you, with a complaint, or a concern, try listening. Resist the urge to defend your self, or the process from “attack” and see where you and they share a common goal. Try and resist the urge to kill an idea with out hearing it though, and realize, that when you listen to, respect, and respond to your employees “complaints” (and ideas). You will have a more positive, engaged, and effective workforce, which will make your whole department, (and you as the boss) look better, and do better work. Everyone wins.
