How to Handle Complaints?

Did you know that only 31% of people consider themselves seriously engaged in their work?The rest likely spend a good part of their time complaining.
With the “Complaint Office” method, this can change.

It’s essential to create a constant space for discussion, where difficulties can be highlighted, their impact understood, and collaboration fostered to overcome them. It’s not just about talking about problems but acting effectively to solve them.

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Instructions

1. Collect the complaints:Start by asking the team what things they would like to complain about. Let each person write them down on sticky notes, one per note.

2. Read the complaints aloud:
   Ask each participant to read their sticky notes aloud. Then, once all the complaints have been shared, try to sort them based on two criteria: the severity of the issue and the number of people it affects.

3. Organize the issues into a matrix:Draw a four-quadrant matrix. The Y-axis measures the severity of the complaints, while the X-axis represents the number of people involved. Place each problem in the appropriate space.
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4. Define the actions:High-impact problems that affect many people are a priority and should be resolved immediately. High-impact issues with fewer people involved can be delegated to the affected individuals to find a solution. Low-impact problems that involve many people should be monitored, while low-impact issues involving few people can be set aside.