Larry D. Lauer

No doubt about it, someone inside organizations is always complaining. In fact, at times it can seem like everyone has problems they want to complain about.  And once in a while it can even feel like the whole place is coming apart.

Our tendency as managers is often to try our best to address each problem directly. One-by-one we analyze the substance of the complaint, and then contact the concerned person. We review a range of possible solutions, and  propose a plan to resolve the matter. But many times problems seem to keep coming. It’s almost as if the more focused we become on solving problems the more negative the overall work climate feels. We expect that by solving problems we will make people happy, and instead it merely appears to reinforce an overall perception of an organization or office in trouble.

After years of working in and with organizations, I have come to see that when a perceived sense of forward movement slows down, complainers tend to come out of the woodwork.  It’s almost like when people are no longer excited about their future, they begin looking around inside and easily find new things to be upset about.

But, when a vision is clearly articulated, and executives and opinion leaders are “walking-the-talk” about new directions and achievements, morale generally becomes more positive, and many problems just tend to fade away. Certainly some don’t go away completely, and the more serious ones will need to be addressed. But the perception that “we are making great things happen again” will almost always render many internal problems insignificant, and sometimes even irrelevant.

So when complaints appear to be overwhelming, and the organization gets bogged down in gripes, you should consider re-energizing  your vision, ramping up bold communication initiatives, and getting your leadership out there again telling your story with renewed passion. By doing this you just might find that many of your internal complainers will magically fade right back into the woodwork!