Using Employee Complaints as a Performance Management Strategy

When you talk to employees, you undoubtedly hear some complaints. Maybe they are a little irritated at having too much work. Or perhaps there is frustration with how or when information is received from other offices. 

During these encounters, you probably commiserate and maybe even exchange ideas for improving the situation. But do you use those complaints as a way to achieve goals and maximize employee performance? If not, you may be overlooking a very useful performance management strategy. 

But how do you use “employee complaints” as a performance management strategy?  You show employees how their performance might mitigate or eliminate what they complain about. Consider these four examples:

1. Commitment to Organizational Changes: Whether at the staff level or above, changes are always occurring. The next time there is a change that affects your employees, link them to one or more complaints. Explain how things might improve, or at the very least not get any worse, if they embrace the change.

2. Completion of Undesirable Tasks: There are times when you need employees to do a task that they just don’t want to do. In those instances, connect the task to some complaint. Describe how doing the job might positively affect the issue they want changed or improved.

3. Participation in Projects: Employees don’t always willingly relish the idea of participating in a project. In those instances, you might need to discuss the value of their contributions and cooperation. During your talk, explain how participation might offer opportunities to resolve some issues they have complained about.

4. Improve Specific Behaviors: Sometimes you are looking for an alternative way to encourage performance improvements in a specific area. Behaviors like organizing, following up, or planning might be on your list. When listening to complaints from these employees, link the behavior you would like to see improved to the situation they would like to see improved. 

Complaints Can Offer A Win-Win For Everyone

As a manager, your effectiveness at managing performance is only as good as the approaches you use. The more approaches you have, the better. And while complaints can be irritating, they can also serve to encourage positive performance. So the next time employees complain, make a mental note of what they say. Then use that information to show employees the win-win of doing a great job.