Page 111 - Anne Bruce - Building A HIgh Morale Workplace (2002)

The High Price of Low Morale 91

employees whine or complain:

1. They want attention.
2. They want you to solve their problems for them.

3. They seek nurturing from a parental figure.
4. They have a need to be heard.

Once you understand these four basic reasons why people
complain, you can begin to address the problem more effective-
ly. But remember this. Performance and productivity are the pri-

mary issues that should concern you as a manager. It’s not your
responsibility to make people feel good all of the time, nor is it
your duty to ensure their constant happiness. Employees are
just as responsible for their own happiness and morale.
Accountability is key here. Ask yourself, “Is the environment

contributing to the constant complaining?” If the answer is yes,
you may be in luck, because then there’s a good chance you
can change things.
Check out your toolkit for possible ideas and solutions when

dealing with chronic complainers.

Manager’s Toolkit

• Start by being an empathetic listener.
• Treat complainers and whiners like adults, not children.
Let them know you have confidence in their ability to
handle a variety of situations with positive results.
• If the complaining has no bearing on productivity,

Six Fast Ways to Handle Complainers
1. Listen carefully and paraphrase.
2. Examine the context, not the content, of the complaint.
3. Clarify the complaint.That doesn’t mean you’re agreeing with the
complainer, but indicates that you’re paying close attention.
4. Analyze the facts in preparation for a solution.
5. Determine whether or not the complaint has a direct impact on
immediate or long-term productivity and overall morale of the
team.
6. Invite employees to offer their own solutions.