October 17, 2015
The Anatomy of a Complaint
A complaint always comes to you in a few ways – in most cases it is either very loud (i.e., an explosion in a meeting) or very soft (i.e., someone coming into your office, slumping down in their chair, feeling dejected). Whichever the case I’m constantly amazed at the overall contrast between the need for people to make the complaint vs the desire to do something about it. These are two very different things and they originate from the above – getting it out – feeling like you have unloaded and/or transferred it to someone else which creates this initial bit