Complaint Office 😮‍💨

When a team discusses what isn’t working, issues emerge that, once shared, can become challenges to tackle together. It’s often from these issues that most significant changes arise.

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Why Do It?

Most strategies fail because they are addressed only once a year, as if problems appear on a fixed schedule. But problems don’t follow a calendar. They arise when you least expect them, constantly evolve, and can’t be ignored.

This is why it’s essential to create a space for ongoing discussions—where difficulties can be brought to light, their impact understood, and solutions developed collaboratively. It’s not just about identifying problems but taking effective action to solve them.

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Instructions

1. Begin with a brainstorming session by asking your team: “What problems or difficulties do you see in the current situation?” Encourage everyone to write down their responses on post-it notes—one issue per note—and place them in the workspace.

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2. Next, read each problem aloud and ask the team: “How many of you agree that this is a significant issue?”Based on the level of agreement, position each problem on the X-axis: to the left for low consensus and to the right for broad agreement.

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3. After positioning problems on the X-axis, discuss their importance with the team and place them along the Y-axis. Problems with minor impact should go lower, while those with major impact should go higher.
   
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4. Finally, focus attention on the problems in the upper-right quadrant—those with broad consensus and significant impact. These represent the priorities to address. For each selected issue, organize a new brainstorming session to identify practical solutions.