Team complaints … you gotta love them!
What would you do if your team members came to your team meeting with a list of concerns and complaints?
Would you stare blankly at them and then run screaming out the door?
Would you let the complaints over take the meeting and create chaos?
Or would you have already had in place a set of expectations that each member of your team could abide by when concerns arose?
Introducing the “Code of Conduct”
An ideal way is to create a solid team culture is through the adoption of a “Code of Conduct”. A Code of Conduct is a document that explains how grievances are to be expressed and dealt with.
For example, let’s say that your CA has an issue with your associate constantly coming behind the front desk.
Here, your Code of Conduct might provide the following course of action for your CA:
- If there is a grievance, go FIRST to the person with whom you have the concern (ie. the Associate). Do not go to family, friends and colleagues.
- Then, if you are unsatisfied with the response, go to the supervisor/office manager (ie. the Office Manager or the Principal).
- At this point (and most importantly),grievances will only be heard IF ACCOMPANIED by a recommended solution. This can change a negative complaint into a positive resolution and result in a massive shift in team culture.
Politics … Let’s Get Political …
The same process would be beneficial for our Associations and their members to enhance effectiveness, communication and culture.
Many of our political organisations and hard-working board volunteers suffer the frustration of regular complaints about the way they run the organisation for its members.
It would be ideal if, like in practice, members supported their associate/board in a similar way to our practices:
- Seek first to understand what is going on in the association.
- Ask questions from the association or a board member.
- Give assistance or feedback if appropriate.
- NOT complain about the association or board without accompanying the concern with a positive suggestion or two.
Enhancing the Culture
Whether in practice or in politics, a good Code of Conduct can enhance the culture of your team or association.
If you don’t currently have one in place, organise some time during an upcoming meeting to create this essential document. You’ll be glad you did the next time someone on your team has a complaint!
Syllabus 5: Administration
Do you want to learn more about enhancing Team Culture? Click here.