Some workers will always complain
All, repeat "all," as in 100 percent, of employees -- and managers, too,
for that matter -- complain at some time about something. The right to
complain (gripe, fuss, snarl, wail, moan, carp) may be an inalienable
right of all employees and managers.
We know this to be true. But we sometimes forget. A manager said to
me, "People are really upset about our new work schedules."
I questioned, "Why do you think this?" And he responded, "You should
have been in our last meeting. At least three people were really upset."
I understand. No manager wants an employee, not even one, to be angry.
However, 38 people had attended the meeting. With the manager's approval,
I surveyed all 38 subordinates. The results: four people were very upset,
10 were indifferent, and 24 understood and accepted the change.
Changes that are understood and reasonably well-accepted will still
produce, on average, 10 percent complainers. Some of these dissidents may
be full-throated, articulate, flame-throwing gripers.
Complainers make a lot of noise. Of course, managers should listen,
but without arguing or overly explaining. For sure, avoid defensive
reactions. Remember to keep complaints in perspective. Vocal, public
complainers seldom represent the total group.
Any group also will have people who are disinterested. They do not
care too much one way or the other. These indifferents may make up as
much as 20 to 30 percent of a typical group.
While complainers are noisy, approvers are quiet. People who accept
changes are not likely to "stand up and cheer." Do not try to enlist
approving subordinates to debate complainers publicly. Most approvers
will help with the change, but will prefer a nonpublic, faceless role.
Well-managed changes should, and usually do, create understanding and
acceptance by 60 to 70 percent of subordinates. But if we listen only to
the noise, it may appear that 90 percent are preparing to riot.
Management quiz
Identify whether you "mostly agree" or "mostly disagree" with each of
the following:
- 1. Most people will complain some of the time.
- 2. A few people will complain most of the time.
- 3. Any change will likely create some complaints.
- 4. Some complaints should be largely ignored.
- 5. Public griping, of itself, indicates the need for a change.
- 6. Any change is likely to produce a few who complain.
- 7. Subordinates who approve manager decisions are usually not vocal.
- 8. A few people are likely to be indifferent to any change.
- 9. Generally, public griping is more apparent than public approval.
- 10. Most subordinates are afraid to complain in meetings.
Although not all authorities would agree, count the following as
correct: "Mostly agree" for 1, 2, 3, 4, 6, 7, 8, 9; "mostly disagree" for 5 and 10.
Source:The Tampa Tribune - January 15, 1996 - GERALD GRAHAM of Knight-Ridder Newspapers
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