In whatever your field of work, you are likely to receive complaints. Maybe from customers, suppliers, or even colleagues within your organization. Complaints are not always negative and can be an opportunity for you to find out something which is happening which you were not aware of or the chance to explain why the business operates in a certain way.
A colleague of mine always says, “A complaint is a poorly formed request” and she’s right in that it is that person’s way of telling you that they need something they are not getting or that something has happened which…
We’ve all had them: meetings or conversations at work which have become uncomfortable, inappropriate, unacceptable.
Difficult discussions are an expected part of working life and challenge can be healthy when handled professionally and with empathy. However there may be a point when challenging tips over to aggressive.
A meeting may become awkward with colleagues’ behaviour being demeaning, embarrassing or bullying. Emotions take over and rationality evaporates.
We cannot control others’ behaviours, but can choose how we respond. It can be difficult in the heat of the moment to respond, so having strategies and phrases in advance can be helpful.