Johnathan and Melissa Nightingale, What Did They Say When You Told Them?

Johnathan and Melissa Nightingale, “What Did They Say When You Told Them?,” August 7, 2024, https://rawsignal.ca/newsletter-archive/what-did-they-say-when-you-told-them/.

Reading notes.

You can’t run a “complaint laundry” where all report are bringing their issues to you to resolve or commiserate. There are structurally relevant things to escalate. We work with adults and “what did they say when you told them that?” is a great way to turn complaints into positive action without intervention.

But it goes both ways. Valid escalations can be uncomfortable to resolve, as they’ll involve either lateral or upward discussions that are difficult to have. Those are still necessary to help the org function in a healthy manner.