Turning Complaints into Solutions: Designing a Better Workplace for Everyone

Types of Employee Complaints

1. Productive complaining - These complaints can offer valuable information about practices and behaviours that are harming the organisation. Examples could include: a lack of natural light, an unsustainable workload, a system's or process' functionality, or a team member's inappropriate behaviour.

2. Venting - Venting is an emotional form of complaining where someone expresses dissatisfaction about something or someone without focusing on solutions. When someone vents, two things happen: the person venting might feel supported, gain perspective, and feel less lonely. However, this comes at a cost to the listener, who now has to manage not only the complainer's negative emotions but also their own, potentially leading to chronic stress and fostering a negative emotional environment.

3. Chronic complaining - Nothing you or anyone else does will be good enough. In this case, complaining reflects a mindset. While it is hard to listen to such individuals, these might be warning signs of burnout or severe dissatisfaction in their life.

4. Malicious complaining - This is an aggressive form of complaining which is often associated with gossip and backstabbing.

Important To Note

When managers minimise, ignore or do not care about valid concerns, employee's stress increases, engagement decreases and, as a consequence, the reputation of the organisation might get damaged.

Conversely, taking action about these types of concerns fosters a positive culture and work environment, leading to more engaged employees and promoting creative problem-solving.

Most Common Office-Related Complaints & How To Solve Them

• Lack of privacy -

There are four main forms of work throughout the day: collaborating, learning, focusing, and socializing. These activities require different levels of privacy. If you work in an open-plan office, you've probably experienced the frustration of not being able to focus on a task. For me, that’s writing. You might have even had to ask everyone to be quiet, which can lead to an awkward silence.

This is why offering opportunities for privacy and focused work, away from the day-to-day chatter, is so important. There are two ways to approach this.

First, you could implement a hybrid work model, allowing employees to work from home when they need to focus. This has the added benefit of not costing the business anything.

Second, you could create designated spaces for focused work. Nowadays, there are many off-the-shelf options you can purchase. Alternatively, you could hire someone to design a customized solution.

• Distractions -

There are two main types of distractions: visual and auditory.

As I pointed out in my last article, the average employee takes 23 minutes to refocus after being distracted. When we are concentrating, anything in our line of sight that causes a distraction can become a problem over time. Now, imagine people walking by your desk every hour for the recommended short break. That's almost three hours of distraction in a single day.

Another culprit is noise. Consistent high noise levels can cause some of the biggest issues. It leads to staff irritation and distraction, significantly affecting productivity and even satisfaction. Nothing is worse than achieving that state of "flow" only to be distracted by that loud coworker in the corner of the office.

Here are a few ways to address and reduce distractions:

• Placing workstations that avoid overlooking high-volume areas

• Introducing dividers to obscure the view between desks

• Avoid bold colours and artwork within main workspaces

• Introducing acoustic panels or any sound dampening system

• Installing quiet pods

• Providing noise cancelling headphones

• Lack of collaboration spaces-

Even though open-plan offices are intended to foster collaboration and teamwork, they often lack designated areas specifically for these purposes. This can lead to a crowded and disruptive environment that isn’t ideal for maintaining a positive workplace atmosphere.

To address this, consider incorporating booths, lounges, formal and informal meeting rooms, and modular furniture. Associating specific areas with particular activities can help encourage creativity and establish a routine.

However, keep in mind that these areas might introduce their own visual and auditory distractions. It’s a good idea to position them near more neutral spaces, such as kitchens or break rooms, or to design them to manage noise effectively. This approach ensures that you create spaces that support both collaboration and focused work.

• Poor lighting and ventilation -

Wellness experts emphasize the importance of natural light and proper ventilation, as they play a critical role in regulating our circadian rhythm—the body's internal clock. Without sufficient natural light and fresh air, various physiological, behavioral, hormonal, and metabolic systems can become disrupted. This can lead to issues such as sleep disturbances, mood disorders, weight gain, and other health problems.

While it’s possible to install artificial lighting that mimics daylight, most standard offices rely on fluorescent overhead lights and suffer from stale, stuffy air.

To tackle this issue, consider the following strategies:

• Encourage daily lunch break walks to boost exposure to natural light and fresh air.

• Position workstations near windows to maximize access to daylight.

• Install dimmers and daylight sensors to adjust lighting based on the time of day.

• Design office layouts with windows on opposite sides of the space to create natural cross-ventilation.

• Upgrade the HVAC system with humidification features, especially in regions like the UK, where humidity often affects comfort.

• Add plants that act as natural air filters.

• Use surfaces that reflect light to enhance brightness throughout the space.

The benefits of proper lighting and ventilation include:

1. Improved sleep quality

2. Enhanced mood and reduced stress

3. Increased productivity and focus

4. A stronger immune system

5. Boosted alertness

6. Fewer sick days

Takeaway

Addressing employee complaints effectively is essential for maintaining a positive, productive work environment. Whether it's about the need for privacy, minimizing distractions, creating dedicated collaboration spaces, or improving lighting and ventilation, thoughtful solutions can transform these common issues into opportunities for growth.

By actively listening to and addressing these concerns, organizations can enhance employee well-being, boost engagement, and foster a culture of creativity and problem-solving. Remember, a well-designed workspace isn't just about aesthetics—it's about creating an environment where everyone can thrive.

If you're looking to create a more focused, collaborative, and healthy work environment, start by evaluating your office space and listening to your team's feedback. Small changes can make a big difference in boosting morale and productivity.