Nobody likes the idea of being seen as a complainer, yet it is critical to speak up when something needs to change. The key is knowing how to do it effectively.
The basic structure of this conversation is broken into two parts:
- What is happening? You want to get any anger you may have under control before you complain, and explain the situation as calmly as possible. Remember – this is a complaint, not a vent.
Admit any part that you may have in what is going on.
It’s also important to voice one complaint at a time, and to avoid the temptation to make vague references to “everyone” agreeing with you. Not only does this make it easier to deal with the complaint in a way that satisfies all parties, but it makes it less likely that the person being complained to feels attacked.
- What do you want to happen? You need to know what it is you hope to achieve by complaining. How will you know that this complaint was dealt with successfully? This makes it easier for the person dealing with your complaint to help you, and it makes it more likely that you will get what you want. Speak your needs plainly. If you don’t get the response that you want, say so. Just beware – if you are complaining simply to achieve the goal of complaining, or if you keep moving the goal post of what you want, then you won’t achieve much at all, except a bad reputation.
It’s also important that you talk to the person who has the power to get you what you want – ask if you don’t know. Don’t jump right over your direct supervisor’s head, or the head of whoever is immediately in charge of the issue that you are complaining about. Give that person the chance to deal with the issue before you go above them. If it’s really important, and they aren’t taking the complaint seriously, then you can escalate the complaint to the next level. If the complaint is about your immediate supervisor, as long as it is not a legal matte that has a specific protocol, it is still a good idea to address the issue with them (and possibly Human Resources) directly.
Complaining effectively is an important, albeit intimidating, skill to master. When done well, you will help build relationships rather than weaken them; improve the working environment, rather than undermine it.
