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Lia Hadley

The Satisfaction, and Annoyance, of Complaining - The New York Times - 0 views

www.nytimes.com/...-annoyance-of-complaining.html

complaints

shared by Lia Hadley on 17 Jun 24 - No Cached
  • Me: “How’re you doing?”Her: “Can’t complain. And you?”Me: “Can’t complain either. But I still do.”
  • AComplaintFreeWorld.org
  • I took it, both intrigued and repelled by the idea.
  • ...7 more annotations...
  • Instead of using a complaint as a conversation opener, he suggested, “talk to them about something good or positive.”
  • He is not arguing that you can’t note when something is wrong. He says you should just do it directly in a neutral manner to the person responsible, not to everyone around you and not with a voice of outrage.
  • Mr. Winch said research had shown that when customers bought something they were dissatisfied with, 95 percent would not complain to the company but would voice their dissatisfaction to 10 or 15 friends.
  • What made my class more typical was that it was all women. While women do not complain more than men, Professor Wolfe said, they seem to because of the way they complain. They are more likely to complain rather than request an action, she said, such as saying, “It’s cold in here,” rather than asking to shut a window or turn up the heat.
  • Men, on the other hand, tend to complain more to bolster their egos, she said — attacking a politician’s stance, for example, to show their own astuteness.
  • “You should complain about social justice,” Rabbi Kelman said. “It shows you are concerned. You don’t want to be too indifferent to complain. But along with the complaint, there has to be action.”
  • But when we get a complaint successfully resolved, we feel we have accomplished something and empowered.
Lia Hadley

The Psychology of Complaining | Psychology Today Canada - 0 views

www.psychologytoday.com/...the-psychology-complaining

complaints cross-culture

shared by Lia Hadley on 17 Jun 24 - No Cached
  • Venting, a common form of complaining, may bring validation.
  • People commiserate over the things that upset them. Complaining opens the door for this. When another recognizes your pain (expressed by complaining) and validates your experience, this feels good and momentarily connects.
  • Lia Hadley on 17 Jun 24
     
    "Venting, a common form of complaining, may bring validation. "
Lia Hadley

Sustainability | Free Full-Text | Does Culture of Origin Have an Impact on Online Compl... - 0 views

www.mdpi.com/...1838

complaints cross-culture

shared by Lia Hadley on 17 Jun 24 - No Cached
  • Complaint patterns have been shown to be completely different from culture to culture, especially when encountering unfair services [23].
  • Other research has corroborated that upon the occurrence of a service failure, customers from the West were more likely to complain than those from the East [32].
  • For instance, although Japanese customers gave lower ratings to superior services, they were found to be more forgiving of inferior service than US customers
Lia Hadley

(7) Complaining Isn't Conversation - YouTube - 0 views

www.youtube.com/watch

complaints

shared by Lia Hadley on 06 Jun 24 - No Cached
  • Lia Hadley on 06 Jun 24
     
    chronic, venter,
Lia Hadley

(6) How to really deal with chronic complainers - YouTube - 0 views

www.youtube.com/watch

complaints

shared by Lia Hadley on 06 Jun 24 - No Cached
  • Lia Hadley on 06 Jun 24
     
    "Frustrated with people in your life that just seem to complain non stop? Watch this to find out how to deal with chronic complainers." They are not part of the problem, but victims, life has taken advantage of them.
Lia Hadley

Don't complain less - do it better | Julian Baggini | The Guardian - 0 views

www.theguardian.com/...ortance-complaint-fair-society

complaints

shared by Lia Hadley on 06 Jun 24 - No Cached
  • Lia Hadley on 06 Jun 24
     
    "Too often written off as trivial moaning, the ability to make effective complaints is fundamental to a fair society"
Lia Hadley

I wish to register a complaint (Danishly) | Denmark | The Guardian - 0 views

www.theguardian.com/...-register-a-complaint-danishly

complaints

shared by Lia Hadley on 06 Jun 24 - No Cached
  • “So sorry, but my dad’s plans have changed and he can no longer attend.” Danes are more direct than Brits and this one was annoyed, while my husband couldn’t understand the problem and found him rude. All the while I’m hissing: “Just say he’s on his deathbed!” in Danish.
Lia Hadley

How Bad is Airline Service, Really? And Other Customer Service Complaints - 0 views

hbr.org/...er-customer-service-complaints

complaints HBR service

shared by Lia Hadley on 06 Jun 24 - No Cached
  • Lia Hadley on 06 Jun 24
     
    Implict contract (cheap seats you are going to suffer) Ikea does well. Egalitarian approach Southwest airlines does well. Tow class system so blatant in a closed space.
Lia Hadley

4 Types of Employee Complaints - and How to Respond - 0 views

hbr.org/...-complaints-and-how-to-respond

complaints HBR leadership

shared by Lia Hadley on 05 Jun 24 - No Cached
  • Indeed, when done ineffectively, complaining can harm the collective mood, individual relationships, and organizational culture. But when done effectively, complaining can help manage risks, provide early red flags, uncover opportunities for growth and change, and even boost relationships and well-being.
  • Different types of complaints have different underlying intents (both conscious and unconscious) and downstream effects.
  • The typical intent behind venting is to release bottled-up stress or frustration, or to seek allies
  • ...11 more annotations...
  • productive complaints can offer valuable information and highlight problems that need to be addressed early before they spread through the organization
  • venting puts a double burden on the listener: first, to receive and handle the complainer’s negative emotions (i.e., to support them in solving or coping with their issue), and second, to then deal with their own emotions or shared dissatisfaction with the issue
  • complaining reflects a mindset and attitude — not necessarily an objective problem. The social costs of this behavior are high, as listening to a chronic complainer zaps energy and those around them often quickly give up trying to help because it never actually seems to help; a new grievance replaces an old one
  • Malicious complaining is a destructive form of complaining that’s used to undermine colleagues or gain an unfair advantage
  • Different than chronic complaining, however, malicious complaints serve the self at the expense of others. This type of complaining is often associated with gossip and backstabbing
  • it can create a toxic and psychologically unsafe work environment, lower team morale, and negatively impact productivity if it proliferates
  • Despite the message potentially being wrapped in negative emotions like frustration, disappointment, or even anger, employees who directly express their dissatisfaction to their manager are likely to be more committed than those who will turn to their peers or friends instead (using venting or malicious complaining, for example)
  • Beware the false consensus bias, which can influence the attitude of “If I don’t personally experience it, it must not be true” or “If it’s not a big deal to me, it shouldn’t be to them either.” When an employee complains about a particular topic, consider the intention. Is the complaint intended to harm, or to fix a problem? Does it offer an opportunity or spark an idea for positive change? Is it a red flag for a future issue? Is it something that several employees have mentioned? Is the person just trying to be heard in venting about a situation that isn’t particularly solvable?
  • Installing a time buffer — a short pause to reflect on the grievance, its impact, and potential solutions before having a conversation about it — can allow the complainer to articulate concerns with less negative emotion and thus more effectively
  • negative forms of complaints that can quickly undermine culture and teamwork
  • Constructive complaining — or structured opportunities for employees to voice their concerns — offers valuable feedback to improve work processes, products, and services, and thus should be encouraged.
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