Here we go again. James is in your office (or perhaps over your monitor) making a complaint. Who or what is the source of his angst this time, you wonder. Last time, it was about a procurement issue; the time before, it was a colleague whom he felt wasn’t performing up to par.

Complaints can be the bane of every leader and manager’s existence. Already busy with their own work and fielding the broader issues of the team and business, managing complaints is not only time-consuming and frustrating but also can feel a lot like babysitting…

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