Sip on This: A Curiosity Cocktail for Handling Complaints
Someday, I’ll bring a cocktail on stage… but for now, let me introduce you to what I like to call a “work cocktail.” And no, it’s not the kind you’re thinking of—it’s a cocktail for handling complaints!
Imagine one of your direct reports comes to you visibly frustrated (common, right?). The source of their frustration? A recent policy change that they feel is unfair or burdensome. They vent about how this new policy disrupts their workflow, adds unnecessary steps, and generally makes their job harder. You can sense that this is more than just a passing grumble—it’s something deeper, a genuine concern that could affect their attitude and potentially ripple through the team (a true culture killer).
And here’s where your mind should drift to a giant cocktail. But not just any cocktail—a curiosity cocktail. What’s that, you ask? Picture this: a bright pink drink with pineapple, strawberries, and a little umbrella perched on the rim. It’s served in a thick, oversized glass, the kind that requires you to lean in to drink. As you take that first sip, you think, “This drink is too good to rush. Shouldn’t this be shared?”
Now, I might be exaggerating just a bit (okay, a lot), but the point is that, like any good cocktail, it brings good energy to the table and takes time to fully appreciate—just like handling a complaint from a team member.
When an employee brings a concern your way, if you can spare it, don’t rush to dismiss it or get frustrated. Instead, lean in like you would with that cocktail. Take your time. Ask more questions and try to get to the heart of what’s really bothering them. Is it the added workload? The fact that "we’ve already tried this before"? The feeling of not being consulted before the policy was implemented? Or maybe it’s something else entirely?
As the conversation unfolds, you might discover that their frustration isn’t just about the change itself, but also about feeling unheard in the process.
More on this in the next email, but for now, remember: good leadership is like a well-crafted cocktail. It’s best savored slowly, with an open mind and a willingness to understand the full flavor of the situation.
Cheers to leading with curiosity!
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