New York Lawyer
December 22, 2005

Q:
I have one particular employee, an average performer, who complains about the behavior of co-workers on a regular basis. One time it will be about their performance - the complainer feels she works harder than the others around her and wants it fixed (others see the work being distributed fairly evenly).

The next complaint is about co-workers and their attendance. Her most recent complaint is about people calling in sick or staying home to care for a sick child, and she feels that nothing ever happens to those who do this frequently.

I have two problems with her complaints. First of all, unfortunately, many of our staff have health problems, including the complainer, who was out seven days last year. The second problem I have with her assumption of no action taken is that disciplinary action taken with an individual is not public information to be shared. She complains of being overworked but doesn't ask those available to help when she needs it - just complains later. Also, our performance appraisals and merit increases do take into consideration attendance, and promotions certainly are affected by attendance as well as reliability and flexibility.

Now she is saying that if something isn't done, she will need to leave because there is just too much work and it�s too stressful to stay, and that she doesn't need to work. Please advise on how to deal with an employee who never seems to be happy and always seems to feel that she works harder and better than anyone else around her.

Submit Your Question

Find More Answers

A:

Have you heard of the "80-20 rule"? In the case of managers, it often translates as, you spend 80% of your time dealing with 20% of the employees. The "problem" employees, such as chronic complainers like you�re saddled with, take up a lot of energy.

It could be that you should be so lucky to have her leave. She�s only an average performer and she drives you nuts! (If she were a superior performer there would be a stronger argument for wanting to retain her.) In fact, based on what you�ve said, you could consider documenting her negative traits over the next few months and getting rid of her. I doubt her negative energy can possibly be balanced with enough positive contributions to make her worthwhile.

However, I�ll assume you want to keep her and would like some approaches to help her tone down her cranky ways. Here are some thoughts:

Do a reality check. Does she have a point with her complaints? Make sure your house is in order before you start blaming her for the problems. She may be identifying deficiencies that you should take care of.

Keep systems transparent so "fairness" complaints are minimized. If work assignment systems, consequences of poor attendance policies and other procedures are publicized and clearly understood, it can make it harder to complain about unfairness.

Give her some feedback. She is in serious need of a reality check herself. Rarely does chronic complaining achieve the aim that complainers want; usually it�s counterproductive as others say, "She always says that" and ignore her. Sit her down and explain that while she may have valid points, her method of communicating them isn�t working. Focus on how she can have more success in her efforts to point out problems, so that the conversation has a positive spin. What she needs to do is: make infrequent, targeted comments; back up her points with actual data; include possible solutions; and avoid personal attacks on others. That way, you may be inclined to take her more seriously.

Try these approaches and see if she backs off on the carping. If not -- perhaps it�s time to show her the door.

Sincerely,
Holly English
Principal Consultant, Values at Work