3 Tips for Eliminating Staff Complaints and Generating More Team Accountability

On a recent Delta Airlines flight to Detroit, I had a bird’s-eye view of the people getting on the plane and the preparation by the flight attendant. She was obviously new because there was another agent showing her where everything was located and giving basic instruction and procedures.

After the door was closed the second flight attendant who had been helping in the rear of the plane came forward and the experienced attendant was clearly aggravated and didn’t hold back. She said out loud, “Now what is she doing? She’s not supposed to be checking anything in my cabin… I’ve already done that. She should make sure things up here are ready to go.” She carried on the entire time the other agent was in the back of the plane. I quietly watched and wanted to see what would happen next.

When the new attendant returned, the experienced attendant didn’t share any of her observations, provide feedback, or coach the newbie. Rather, she shared pleasantries as they finished their preparation. She was happy to complain to others, but not step up to help her partner become better at her job.

Complaining is a big challenge in all organizations today. Many times employees will bitch about a situation within the company, but won’t take responsibility for making a change. Here are some ways you can turn that around.