How to Deal With an Employee Who Complains

by Tia Benjamin, Demand Media

A complaining employee can bring down the morale of an entire work group. In a small business, he can affect the entire operation by distracting other workers, sucking up the manager's time and contributing to a culture of negativity. However, a complaining employee may have valid points and a legitimate concern. The challenge for managers lies in sorting the valid complaints from the incessant griping, without spending an inordinate amount of time dealing with just one employee.

Step 1

Listen to the complaint without interruption, although you may need to steer the conversation to keep the employee on course. Encourage the employee to focus on facts rather than interpersonal issues. Put the onus on the employee to identify the problem and the desired solution: "I can tell you're unhappy. What do you think would resolve the issue?"

Step 2

Deal with legitimate complaints promptly. Resolve minor matters yourself but assign another individual, such as a human-resources representative, to investigate a complaint that is more severe and is appropriate to that person's role. This helps you to maintain your role as a manager without added conflict created by the complaint. If the complaint is invalid, explain the reasons to the employee.

Step 3

Identify the message underlying the complaint. Attempt to address the root cause of the problem. Sometimes, a complaint is merely a symptom of a bigger issue. For example, an employee who complains that he is overworked may feel unappreciated for his performance, dissatisfied with his salary, unhappy that other employees are being allowed to underperform, or a combination of these and/or other factors.

Step 4

Provide an alternative mechanism for employees to complain. Possible venues include a suggestion box, an anonymous hotline or an email address to which employees can direct their complaints.

Step 5

Schedule a meeting to discuss the complaining employee's behavior. Choose a time when the employee is not upset or angry, if possible, and give him feedback on the constant complaining. Emphasize the impact that complaining has on the work group, as well as possible consequences for continued negativity. Tell the employee the way that you prefer for complaints to be handled in the future: "Please report your complaints directly to me as soon as the incident happens so that we can deal with the issue."


  • Avoid getting drawn into complaints. If you reward the negative behavior by joining in and complaining yourself, you will foster a culture of complaining.

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