Handling a Complainer

Handling a Complainer

Seven Dimensions
Updated Jan 21, 2020

Working with complainers can be really draining. In this course, psychology expert Peter Quarry, provides practical tips for handling complainers which include acknowledging their concerns and offering positive suggestions, and if that fails, a strategy that may surprise you.

Showing empathy and putting forward positive solutions is the best way to manage most complainers. However, if they persist, and especially if you work with them, they are best ignored as what they really seek is attention. When you don’t react, there’s no payoff.

Key Learning Points
The best methods for handling complainers according to Peter Quarry are:
•    Show empathy
•    Follow up with positive suggestions
•    If complaints persist especially from work colleagues ignore the complainer
•    Don’t reward chronic complainers with attention

By the end of this course, learners should be able to:
•    Apply some effective methods for handling complainers
•    Acknowledge their concern
•    Demonstrate empathy
•    Outline positive suggestions and follow up with actions
•    Change your approach if complaints persist – ignore the complainer
•    Don’t reward chronic complainers with attention

This course is part of the 2 Minutes To Success Series created by Psychologist Eve Ash. A series of two minute microlearning programs from psychology experts with practical advice and techniques to help you tackle workplace problems and be more productive less stressed improve your image and regain control of your life. There are programs to deal with challenging people and situations and strategies for professional development and managing yourself and others.