When I was a senior leader, I was fond of saying to my direct reports and their staff, “They don’t pay me to hear good news, tell me what’s wrong.” I expected, in fact encouraged, people to tell me what was deficient, complain about workplace issues, not only so I could addressed it, also because I didn’t want to hear it first from my boss.
Having listened to many a negative comment from my boss, employees, and customers, I became aware of the right and wrong way to complain about workplace issues. Here are a few pointers.
Right time and right place. While there is rarely an ideal time or location to deliver bad news or tell someone things are going wrong, sooner, rather than later, and privately, rather than publicly, generally works best. Setting an appointment and meeting in a secluded place or an outside location sets a tone that this is important and gets you the full attention of the person. “Can we meet in your office for 15 minutes? I have an issue I need to make you aware of.”
Be specific. Have your facts in order. Stick to the topic. Give examples. The more general you are the less weight your comments have. Make it as current as possible, no ancient history, pointed, and keep it short. “With these newly accelerated deadlines I’m afraid my people and I will miss mistakes.” Too much will dilute the power of your comment and reduces you to a whiner.
Make it relevant to the listener. Your examples and projected risks should always include how your boss will be impacted. “If we don’t address this, I know our competitor will cease the opportunity” or “I wanted you to hear this from me rather than the Board.” The goal is to inform not intimidate or scare. You want the person to say “tell me more” not think “get out of my face.”
Watch you tone. You have a better chance of being heard if your tone is serious but not angry. Many people have issues with anger; they either shut down or attack. The goal is to be heard and for actions to be taken. That is not to say you can’t have a certain amount of intensity but keep it serious rather than emotional.
Assure the listener. When people complain, particularly good performers, it is common for the supervisor to think, “they’re quitting.” Whether it is true or not, assure your boss it is about the issue and not about you. Fear of abandonment makes people jump to conclusions. It also might push them to turn on you before they think you’ll leave them.
Offer solutions. There are people who want to change things for the better and others who just want to complain. Be in the first group. Offer solutions, options, or commit to helping make things better. It sets a more positive framework and also puts you in a powerful position of influence.
You have a right and sometimes an obligation to complain about workplace issues. The challenge is to do it in such a way you are accurately heard, offer solutions, and aide rather than deplete or scare your boss. Follow the suggestions above for success in communicating your concerns.
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