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Writer's pictureAndrew J Calvert

The Best Things I learned in Training: Turning a complaint into a request

Behind almost every complaint is a desire for improvement


A complaint about rudeness uncovers a need for respect. A complaint about high prices underlies a desire for greater value for money


So when someone complains to you, instead of tuning them out, try asking them - "What's the ask here? What would you like to be different? What's driving that ask?"


Work with them to articulate what they want to be different -and why they want it to be different


When I first learned this approach it radically changed the way leaders listened to the women and men on the front line, the phrase, "I have a request" would change the dialog in a meeting - often going from past oriented problem focus to a positive, solution based future focus.




So next time you start to complain, can you phrase it as a request?

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