Two years ago I was in Kenya doing some volunteer work when our van got stuck in the mud on the way to visit one of the local schools. We tried everything to get unstuck but nothing worked. We needed help.
In the workplace as well as other areas of our lives, we sometimes encounter people who apparently are stuck in the mode of complaining and unwilling to move toward resolution. I have discovered a simple process to help complainers move from whining to action.
1. Hear them out. First, hear them out one more time. When they complain again—and you know they will—take the time to listen to them, giving them your full attention and energy. It is best to do this in a private setting where neither of you will be distracted.
2. Summarize their issue. Next, when you are sure that you understand the problem…
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