The Good That Comes From Complaints

We usually interpret complaints as negative criticism, but they are actually giving us very valuable information on how to communicate effectively with the person who is complaining. Complaints reveal what is most important to them. Are you taking the time to understand their complaint and to put in to motion active responses and solutions? #DailyMight

Being a Head Coach means at some point you’re going to face some complaints on how you do things. If you are any kind of leader – for any amount of time, it’s bound to happen. But complaints, serve as a valuable insight into how you can communicate effectively with who is giving the assessment.

Being able to understand complaints, take them into consideration and their validity, and acting appropriately can be a game changing trait you learn as a coach in youth sports. And a bonus of them, is it gives you an inside look into what is most important to the complainer. This is valuable information for communication. And the longer you take trying to understand the complaint, helps in resolving the complaint.

Improved Communication.

Communication is about understanding the delivery of information and acting upon it. Complaints are a dead give away on what action needs to be addressed with the complainer. Because of this, complaining actually improves communication because you have insight on the action items. That’s a big step ahead of the standard dialogue which can be hit or miss for action (and is just gossip).

Clearer Solutions.

Complaints are rooted in problems. That’s a good thing. Because when we know the problem, it makes a solution (or several possible solutions) easier to identify. This is helpful actually. Complaining is an action prompt for a coach. By engaging in the problem, you can then start to assess the possible solutions. That’s big when determining the solution because it fast tracks the solution. You’ve eliminated some guessing, or even second guessing. And fast forwarded to the solution implementation.

Strengthened Relationships.

Improved communication and solution based actions are two very important characteristics of trusted relationships. And trusted relationship are strong relationships. Complaints have a way of strengthening a relationship as long as the complaint is rooted in solution and communication (not it’s ugly twin brother spite).

As the coach, complaints are part of the job. But complaints are a very valuable learning tool that we can use to our advantage. Complaints bring the issue to the foreground so we can deal with them as they arrive. That improves the communication and results in action. Which in turn, strengthen relationships. Imagine having a strong, well communicated relationship between athletes (and possibly their parents) and a coach. That’s a winning recipe for championship teams.

Give everything your everything. And then some.