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How to Field Employee Complaints

When you receive complaints from an employee, listen first.. If your employee is complaining about some aspect of the business or workplace, find out why. After you listen, you should also

  • Make sure that the employee can see the big picture. Maybe the employee doesn’t understand why something has occurred because he or she doesn’t have all the facts.

    Clarify the situation and put his or her concerns in context. Acknowledge his or her concerns and then provide any additional information that you can.

  • Ask for suggestions or solutions. Encourage your employees to give you possible solutions.

  • Provide parameters. When you ask your employees to come up with suggestions or solutions, let them know about any restrictions you have. You may need to indicate budget restrictions, work-flow constraints, or time limitations.

  • Try reasoning with the person. If the suggestion isn’t feasible, walk through your line of thinking. Look for compromises.

    Explaining your reasoning is important so that your employee knows that you truly considered his or her idea and want to help.

  • Solicit feedback regularly. Hold a monthly or weekly meeting where you’re available to address any concerns. If something big comes up, consider holding a brainstorming session.

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