Catering managers should not ignore that employee complaints are not terrible. What's terrible is that restaurant managers don't observe this kind of complaint, or they are slow to respond, which makes the complaint mood spread, which eventually leads to more confusion and intensified contradictions in restaurant staff management.
What do employees complain about?
Employees may complain about many things, but generally speaking, they can be divided into the following four categories:
1, salary problem
Salary is directly related to the quality of life of employees, so the salary problem will definitely be the content that employees complain the most. For example, the difference between our company's salary and other companies, the difference between different positions, different academic qualifications and different performance pay, the promotion range of salary, overtime calculation, year-end bonus, travel expenses reimbursement and so on. It may have turned into a complaint.
2. Working environment
Employees' complaints about working environment and working conditions can cover almost all aspects of work, from the quality of company stationery to the geographical location of the workplace.
3. Colleague relationship
Complaints about colleague relations are often concentrated among employees who have close working contacts, and complaints from employees within the department will be more prominent.
4. Departmental relations
Complaints between departments are mainly caused by the following two reasons: conflicts of interest between departments and poor communication between departments.
Characteristics of complaints
1. Complaining is an outlet.
When employees think they have been treated unfairly, they will take some measures to vent their dissatisfaction. Complaining is the most common and least destructive way to vent. With complaints, there may be situations that reduce work efficiency, and sometimes even refuse to perform work tasks and destroy company property.
Of course, most venting generally only stays in verbal complaints, which affects work mood. With the passage of time or the solution of the problem, when the mood calms down, the complaints will disappear immediately.
Complaining is contagious.
Although there may be only one employee complaining at first, more and more employees may complain soon. This phenomenon is not surprising, because the complainant needs the audience (other employees) when complaining and tries to win the audience's approval, so he will unconsciously exaggerate the seriousness and scope of the incident and try his best to contact the audience's interests (to gain approval).
Under this clamor, more and more employees will naturally have prejudice and eventually join the ranks of complaints.
3. Complaints are related to employees' personalities.
Complaining may be more related to personality than events. The same unfair thing, the degree of emotional fluctuation of people with different personalities is quite different. Sometimes we will find that in the company, there are always several employees who like to complain, even dissatisfied with anything, or a small matter may cause a big fight.
People who like to complain are generally stubborn, introverted or sensitive. 80% of a company's complaints may come from them. In addition, some young people who have just entered the society also like to complain. It is hard for them to bear a little injustice, which may be related to their growing environment.
How to handle employees' complaints
1, willing to accept complaints
Complaining is nothing more than an outlet. He needs an audience, and these audiences are often the people he trusts most. When you find your subordinates complaining, you can give them a separate environment to complain without caring. All you need to do is listen carefully. As long as you can make him complain in front of you, your work is half finished, because you have won his trust.
2. Try to understand why.
Any complaint has its roots. In addition to learning what happened from the complainant, managers should also listen to the opinions of other employees. If the complaint is caused by the relationship between colleagues or departments, we must listen carefully to the opinions of both sides and don't take sides.
Managers should not make any comments until things are completely clarified. Premature statements will only make things worse.
3. Equal communication
In fact, 80% of the complaints are about trivial matters or unreasonable complaints, all from employees' habits or sensitivities. This kind of complaint can be solved through equal communication with the complainant. Managers should first listen carefully to the complaints and opinions of the complainers, then answer the questions raised by the complainers carefully and patiently, and criticize the unreasonable complaints of employees in a friendly way. Doing so can basically solve the problem.
There are still 20% complaints that need to be handled, which is often due to problems in the management of the company or the work of some employees. We should first communicate with complainants on an equal footing, let them calm down first, and stop the spread of complaints, and then take effective measures.
Step 4 deal with it decisively
Among the complaints that need to be handled, 80% are caused by management confusion, and only 20% of employees are dereliction of duty. Therefore, standardizing work processes, job responsibilities and rules and regulations is an important measure to deal with these complaints. The principles of democracy, openness and fairness should be followed when standardizing the management system.
The company's management norms should be discussed by all parties concerned and jointly formulated. The established norms should be open to all employees and deeply rooted in the hearts of the people. Only in this way can the fairness of management be guaranteed. If employees neglect their duties, they should take timely punishment measures against the parties and try to be fair and strict.