52: Seven Ways to Handle Complainers
Coaching for Leaders27 Aug 2012

52: Seven Ways to Handle Complainers

If you are doing any type of serious leadership, you are going to hear complaining. As I discuss in this episode, complaining isn’t always a bad thing, but you need to handle it appropriately as a leader. In this episode, I discuss seven ways to handle complainers in your organization.

1. Expect ingratitude “The day soldiers stop bringing you their problems is the day you have stopped leading them. They have either lost confidence that you can help or concluded that you do not care. Either case is a failure of leadership.” – Colin Powell

2. Give people time and a venue to complain

  • People don’t always want a solution to their problems
  • Limit this time

3. Set the agenda in advance (and time frames)

  • Have them bring an agenda to the meeting
  • Follow that agenda
  • If they aren’t ready for that, you set agenda and send to them in advance

4. Require solutions to problems

  • Ask people to always bring a realistic solution along with any complaint
  • They know the issue better than you do – they’ve thought it through

5. Set time limits and stick to them (see details in the 6 Habits to Keep People from Wasting Your Time article)

  • Let people know in advance how much time you have
  • End meetings on time
  • If you need to, book something else after the meeting

6. Be frank with people

  • Tell people why you aren’t taking action
  • If they aren’t coming with solutions, call them on it. Share examples.

7. Limit your interactions with that person (try the others first)

  • Gallup says that the best leaders spend a majority of their time with their best people
  • You don’t have to always be available – schedule a time
  • Use caller ID
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