The employee who complains. Understanding and responding to staff complaints

A manager's mood sets the tone for the work environment and should be a positive role model. When employees complain, the manager should listen and make careful note not only of the content of what is expressed but also of the feelings behind the message. In short, the manager should address the dynamics behind the complaint in order to be able to appropriately receive, investigate, and respond to complaints. It is the wise manager who accepts that complaints are an inevitable part of the managerial role and who works to develop expertise in ways of handling this human reaction.