Do you struggle to respond to complaints? Complaints are not all treated equally. Most managers welcome and can deal with a complaint that is valid and objectively expressed. Complaints that seem trite, invalid, or resemble whining are more difficult to handle.

1. Don’t be defensive: Managers who can focus on the information and the resolution without getting defensive will find complaints less disruptive and cumbersome.
2. Understand the facts: Look at the issue from all sides and ask the person to explain his or her view.
3. Listen fully: Ask clarifying questions, empathize when appropriate and apologize for mistakes. Listen for what the person wants to happen next, because it is often reasonable and easy to accommodate requests.
4. Acknowledge the person’s feelings: Saying things like, “I can see you are frustrated,” or “I understand this ordeal has been annoying to you,” will go a long way toward diffusing the complainer’s anger. 
5. Try to solve the problem or offer alternatives: This may seem like common sense, but many managers allow complaints to linger and go unresolved.
6. Thank people for constructive complaints: Constructive complaints can help managers identify problems and address barriers. Listening to and thanking others for sharing complaints will strengthen relationships.
7. Involve the right people: You may not be the best person to resolve a complaint and will want to bring in others to address the concern. This does not mean that you can wash your hands of the complaint!
8. Provide the facts: Team members are more likely to gripe and groan about a decision they do not understand. Managers who take the time to explain decisions upfront prevent many complaints from occurring.
9. Ask for complaints: Managers who ask for complaints will find that team members express their concerns more objectively and openly. It is a way to nip problems in the bud and solve problems before they are able to fester and grow.
10. Prevent complaints: Open communication can go a long way toward preventing team member and peer complaints. Often, a complaint is really a second or third attempt to share and be heard.