Ten Rules for Holding “Gripe Sessions”

If you get the feeling that there is some unrest among your troops, be proactive and schedule a “gripe session.” Here are ten tips on how to proceed:

1. Prepare to take the heat. After all, that’s the purpose of a gripe session. It’s important to give participants the opportunity to vent.

2. Don’t get defensive. You may realize that what you hear is incorrect, but hold off defending yourself. This is an opportunity to improve communication, and that won’t happen if you cut off an employee before he or she has fully expressed him or herself.

3. Ask for concerns. Propose a meeting when the rumor mill reveals a need to air issues. Explain that the only way you can address employee fears is to become aware of them, as well as any unmet needs and expectations. The ideal is a group of from 10 to 15—enough so none of the participants feels intimidated and just enough to prevent the discussion from getting out of control.

4. Promise a response. No matter how critical the remarks from employees, there should be no repercussions. Rather, participants should be given an answer—positive or negative—with an explanation.

5. Get the ball rolling. Sometimes, you may schedule a meeting and then find no one opens his mouth. To get things started, you may have to list concerns you believe they have and ask them to begin the session by voting for those concerns they feel are most valid. Those with the most votes become the subject of the group’s discussion.

6. Use a flip chart. It will enable you to record the various viewpoints on issues raised. A flip chart is much better than personal notes, since everyone can see the group’s points on the chart.

7. Assess priority concerns. There may be many issues raised. You can’t address them all. So ask the group to vote for the ones that are most troubling so that you’ll be able to focus on those when formulating your response.

8. Set a deadline for your response. Promise you’ll respond within a reasonable amount of time, say 48 hours. Give yourself time to think about the issue(s) and to conduct any necessary research to better familiarize yourself with the issue(s). Then you are better able to respond. An immediate response is usually a defensive response.

9. Thank your employees. At the end of the gripe session, thank your employees for being so forthcoming and constructive with their feelings, attitudes and opinions.

10. Follow up. Answer their concerns. Respond within the agreed upon time limit. Acknowledge the validity of points made and identify those issues that have arisen out of miscommunication and those that warrant further attention. If there is some issue beyond your control, admit it. Identify those issues that are within your authority to address, and take action as promised. Schedule another “gripe session” within a month or so to discuss progress.

For additional information, consider the following AMA seminars:

• Dynamic Listening Skills for Successful Communication
• Managing Emotions in the Workplace: Strategies for Success
• AMA’s Leading with Emotional Intelligence

For a listing of all of AMA’s seminars, click here.