Complaints from colleagues are not unusual in a fast-changing, challenging world. But what should you do when someone comes to you to vent? And how are things different if you have no involvement with their job?
Recently, I asked my LinkedIn connections to imagine a colleague came to them with a complaint that’s unrelated to the connection’s work. I wanted to find out what they thought the colleague wanted from them. Let’s go over the top answers:
Acknowledgment of the Problem: 81%
Sometimes, a sympathetic listener is all that’s needed. People feel frustrated and just need someone to admit they are in a tough or frustrating situation.
When someone says, “You can’t imagine the day I’ve had,” it can represent a way to process and get a challenging time out of your system.
Being a good listener can come with a downside if the person takes advantage of the relationship and becomes a chronic complainer. In this scenario you either learn to tune them out or politely suggest that if their current situation is so frustrating for them, then it might be time to find a better position.
A Solution: 16%
For some, listening is not enough. These people like to help solve problems and they like to provide one or more solutions.
There’s a lot to be said when people share wisdom based on their experiences. You won’t always find this kind of advice in a manual.
The solution could also acknowledge the realities of a situation. For instance, imagine a business is understaffed and employees are overworked. It’s understandable if this scenario also comes with some mistakes.
The solution in this case is an understanding that while the mistake is undesirable, any success in these circumstances should be acknowledged.
Tough Love: 3%
This choice takes some courage to offer. It often goes to the person who is a chronic complainer or is stuck in a bad situation, with no chance of improvement.
You share with them the gift of honesty. A lot of people may not want to hear it, as they may be comfortable where they are, even if they don’t like it.
However, you don’t believe the status quo should continue.
Big Picture
Often, when it comes to how to handle complaints from colleagues, it’s smart to consider what you would like to hear someone tell you, if you were in their shoes. It’s a good starting point for your response.
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