It's your most important challenge as a leader.
If you are leading a team or an organisation, it's likely that your success will have more to do with your ability to build a healthy culture than with systems or budgets. The research on leadership suggests that the higher you go, the more important the 'people' skills become.
First, let's acknowledge what a complaint really is: the biggest bargain in market research we'll ever get.
Praise encourages us to keep doing what we're doing. Complaints challenge us. They tell us about our market and our systems, and offer us the encouragement to change.