Ted Pollock
Not all employee complaints are justified by the facts. Next time you find yourself facing a grumbling employee, consider these possibilities. They could save you from a lot of needless sound and fury.
•Misunderstanding: Many gripes are based on simple lack of information. The person who misreads the booklet on fringe benefits, the employee who is reprimanded for a safety violation when he thought he was following instructions, the worker who doesn't get as long a vacation as another because he hasn't been with the company long enough—each is basing his dissatisfaction on a different frame of reference from you. Such emotional static can lead to verbal fireworks. A few well placed questions and some patient answers can clear the air.
•Transferred anger: Employees are also parents, consumers, in-laws and many other things. The man who comes to work fresh from a quarrel with his wife or an exchange of words with his mother-in-law, or who lost more than he should have at his weekly poker game, or who is being dunned by creditors will often transfer his frustration and anger to the people among whom (or the conditions under which) he works. A few tactful questions about how things are going at home can frequently uncover the true villain—and restore calm to the working place.
•Faulty communications: Your instructions to an employee may seem crystal clear to you. But they may be Greek to the person to whom they are addressed. Result: a badly done job and a guilt-ridden employee who may gripe in anticipation of being criticized. Solution: Make very sure, via questions, demonstrations, an open door policy, that employees fully understand what is expected of them.
•Improper diagnosis: A worker complains about the performance of his machine. You investigate and find that faulty wiring is to blame. An irate employee gripes about the new specs for a job—until you point out that they come straight from the customer. Sometimes an outside factor, one you have nothing to do with, is the cause of the complaint. Find it if you can, and make a friend.
