Here’s a 5-step conversation where a frontline manager handles an employee’s complaint about the lack of adequate supplies.
The manager demonstrates a constructive response to the employee’s complaint by listening actively, validating their frustration, and taking specific steps to address the issue. This approach builds trust and reassures the employee that their concerns are taken seriously.
Step 1: Listening to the Employee’s Concern
Employee: “Hi, I wanted to bring something up. We’ve been running low on supplies lately, and it’s starting to make it harder to do our jobs efficiently. It’s frustrating to have to work around it all the time.”
Manager: “Thank you for letting me know. I can see how not having the supplies you need would make your job harder and more frustrating. I appreciate you bringing this to my attention.”
Step 2: Asking for Specifics to Understand the Issue
Manager: “Could you tell me a bit more about which supplies have been running low and how often this has been happening? I want to make sure I have a full understanding so we can address it properly.”
Employee: “It’s mainly the basic things—like gloves, cleaning supplies, and sometimes even packaging materials. It’s been happening off and on for a few weeks now.”
Step 3: Validating the Employee’s Frustration
Manager: “I completely understand why this would be frustrating. You should be able to count on having everything you need to do your job well, and I’m sorry that hasn’t been the case lately. It sounds like this has been an ongoing issue, which makes it even more challenging.”
Employee: “Exactly. It just makes things more difficult, especially when we’re trying to keep up with our tasks.”
Step 4: Explaining Next Steps and Taking Action
Manager: “Thank you for helping me understand the situation better. I’ll reach out to our supplier and look into why these shortages keep happening. In the meantime, I’ll also see if we can get a backup order or find an alternative source so we’re not left without essentials. I’ll keep you updated as we work on resolving this.”
Employee: “That would be great. It would really help to know that something is being done about it.”
Step 5: Reinforcing Open Communication and Commitment to Improvement
Manager: “I really appreciate you speaking up about this, and I’ll make it a priority to get this resolved. Please keep me posted if anything else comes up or if there are other items we’re running low on. I’m here to help make sure you have what you need.”
Employee: “Thank you. It’s a relief to know you’re addressing it. I’ll let you know if anything else comes up.”