Every complaint has at its heart a genuine treasure: a something that the complainer values and cares about.
It’s so easy to miss this when we dismiss people as moaners, whiners, or nuisances.
When our complaints are disregarded the hurt and resentment comes not so much from you not doing what we asked of you, but that you didn’t see us first and foremost as human beings with cares and concerns that matter.
Instead of seeing complaining colleagues, customers, family as irritants, can you allow yourself to see the committed person behind the complaint? It’s a far more powerful, relationship-building, trust-developing place from which to respond.
On living and working 