How To Look At The Other Side Of A Complaint : Proenrichment Special
Life is full of complaints. We protest against a wrong. We complain about high prices. We grumble about the bad service. We growl in reply to a continuous flow of enquiries. We whine like a spoiled child.
Look around and observe what people are doing when they meet. Man is a social animal. He loves to communicate. However, his thinking influences most of his communication. There is no clear thinking. He supports his opinions and shows this one- sidedness in his daily communication.
It is almost very seldom that he comments on his own shortcomings. The usual topic during his liaison with people is about the third party’s fault. Rarely does he talk about the good points of someone. This is what the mind ‘sees’. It only seek defect in any entity.
I am a building manager by profession and a blogger by interest. I am equally a passionate blogger and a lover of my job. It is very evasive in blogosphere but I see not a single one in my area of work is positive about his or her job. Many of my peers comment very negatively about the scope I am doing. It is because in my area of work there is barrage of complaints to handle on a daily basis.
How do you manage complaint is a tough thing to do in any job. However, we are all a complaining being. If you can manage complaints, you can manage any human being. You can manage your life. Managing a complaint is a giant step in personal development.
Complaint
All complaints emanate from mishandling of pain. The pain can be physical or it can be emotional. You cannot handle it. So you complain. A complaint cannot materialise if you can withstand the pain. If you happen to find out that blood is oozing from your arm without the pain sensation, you will bleed to death. Therefore, pain is actually a blessing in disguise. However, people are not smart enough to realize quickly to accept this line of thinking. They want to complain as soon as they feel the pain. Stop complaining.
A complaint is the time to express pain. To a certain extent, it is better to express it rather than suppress it. Suppression leads to frustration and anger. It is equally important on how we receive or take the complaint in a cool way. If you are dragged into the emotional part of the complaint, you cannot perform customer service. You have to see the other side of a complaint.
Gossip
In our daily communication, pause a while and think whether you have communicated on a positive level or you have just complained about someone. The greater monopoly of any communication is complaining about something or someone.
The effects of gossip (complaint behind one’s back) are many: creates networking, influence, alliance. However, gossip never enriches your life. Gossip follows the same asymmetries as a monkey picking lice from another’s fur; the weak groom the strong more than vice versa. People supply ‘information’ to whom they trust and attracted to and with whom they wish to align themselves.
Prayer
The evolution of man has changed his physical features and behaviour to a certain extent. However, our psychology has not changed drastically. Our psychology architecture shaped to survive and reproduce under a particular set of conditions. When humans move from clan dwelling to agriculture and now high-tech world, we inherit this same kind of thinking. We are the complaining creatures.
Religion has added a portfolio, which teaches man that everyone belongs to one group: Adam. Therein lay a console for him to complaint. In all religions, there is some form ritualistic prayer to seek peace and solace. We pray for our good health, strong financial standing, daily problems we encounter at work and family etcetera.
Customer satisfaction measurement has emerged as a crucial consideration for companies to improve their profitability and better retain the customers. A tool for consumer protection is part of every business entity. However, we can forgo this tool if our staffs are educated with the truth: to ask them to look on the other side of a complaint. In this way, companies can put their budget to good use.
We have organically grown to a reasoning animal with a complaining nature. Like it or not most of the time the recipients lose the toleration level for complaints. If we fail to see the other side of a complaint, we fail to live as a human being. It is the basic human need to complain. This is his prayer.
Look at the other side of a complaint. 
… [Trackback]…
[...] Read More here: proenrichment.com/2011/06/25/how-to-look-at-the-other-side-of-a-complaint-proenrichment-special/ [...]…