As a manager/leader you MUST be a cheerleader and a coach while providing the direction, authority and support your employee’s desire. I think an overlooked area of management is dealing with employee complaints. We all know we come to work to earn a living, but I think the old 80/20 rule applies, with the 20% including an employee’s comfort level in approaching you regarding a complaint, be it personal or professional.
Does your company have a formal process for handling complaints? Some I have worked at have others have not. Both
situations present a unique set of challenges. If there is not a formal process for complaints, you must be certain your employees know that they can come to you no matter what.
When approached with a complaint or issue you must listen carefully and determine the root cause of the issue. We all know that the stated reason for concern is not always the real issue. Dig deeper and carefully ask questions that get to the bottom of the issue.
Sometimes employees will approach you with a personal issue. These are always sensitive so remember to mindful of your HR policies. These employees are typically looking for support rather than an answer to the problem. It is important the employee feels you care at this level and providing this is something you should be able to do as a manager or leader.
Employees value a manager they feel they can approach no matter what the issue. You will find it easier to get more from them if they feel you are fair and trustworthy. Willing to lend an ear and help in any way you can. You never know, they might return the favor in the way they perform on the job making you look even better.
