Manage Frustrated Workers Before They Lose Momentum

The work environment causes some of the biggest frustrations in life. And for the most part, we’ve learned to deal with minor frustrations by taking a deep breath, stepping away from a situation or assertively addressing repeated colleague, customer or vendor behavior that irritates. 

But when employees struggle with bigger frustrations that seemingly have no hope of resolution and feel powerless to change them, frustration can lead to disengagement or worse — turnover.  

As managers, it's easy to turn a blind eye to this kind of frustration. Unresolved problems with technology and equipment, recurring struggles with that one cantankerous vendor, customer or colleague -- we sometimes allow employees to struggle alone. But is this fair? Do they have enough authority, knowledge or resources to address the issues they face? If they don't, isn’t it our job to step in?

Admittedly, some frustration can be a driving force — pushing individuals to find new solutions to a problem — noticing and getting to the bottom of what’s bothering them can help pinpoint weaknesses in the organization. But there are other situations when employees feel powerless. 

Imagine an employee is hired to lead a new project…. Just as the venture gets underway, a competitor makes an unexpected move. Company leaders push “pause” preferring a wait-and-see approach to the new project rather than “wasting” any more money. Meanwhile, the new employee is still there, continuing to produce the ideas and suggestions she was hired for. But her plans end up sidelined and her frustration builds as she sees a project she’s “in charge of” flounder for reasons beyond her control.

Is she unmotivated? No.

Is she disengaged? No.

Is she unproductive? No.

But those things are looming if left unmanaged. Despite reassurances and a steady paycheck, doing a good job matters to many workers.

Frustration in the workplace is often quiet. Great employees struggle every day from diverse causes.

5 of the biggest causes of workplace frustration where management could easily step in (or could be the cause):

• Waste-of-time meetings 

  Employees are asked to take time away from work, for meetings that are unnecessary, disorganized and inefficient.      FIX: Before scheduling meetings, consider if there’s a better or faster way to keep the team up to date. If you go forward with it, prepare an agenda and facilitate in ways that ensure an efficient meetings with well-understood outcomes.

• Mis-leadership 

  This is a big one that encompasses a lot of ground. Poor communication and a lack of direction can leave workers and projects to flounder or cause workers to spend time heading in the wrong direction. Employees also want to feel appreciated, that they have a voice, and that they’re growing.      FIX: Provide ongoing feedback, autonomy and gratitude to ensure good working relationships and ongoing clear direction.

• Perceived unfairness 

  Workers want consistency in the way they and others are treated and rewarded for work. Unreasonable deadlines, growing workloads, perceived favoritism all lead to frustration.      FIX: Set clear expectations and communicate them. Address poor performers or toxic behavior to show top performers that their efforts are noticed. Develop strong relationships with all workers so the lines of communication stay open.

• Blurred vision 

  Leaders fail to communicate a clear vision and future plans leaving employees to wonder about direction and have difficulty prioritizing.      FIX: Keep everyone on the same page by determining and communicating the company’s or department’s values, mission and goals. Help employees understand their role in contributing.

• Silo mentality

  “I just do what I’m told” is a sign that your workers are only concerned with what’s going on in their department. Questioning policies, procedures or priorities may have previously been discouraged.      FIX: Encourage employees to develop strong cross-departmental relationships by modeling this behavior and creating opportunities for them to do the same.

For more management help, check out this 1-hour webinar: How to Manage a Younger Workforce: Gen Z and Millenial Employees.

Frustration is an inherently unstable state. A frustrated employee may be hesitant to speak up. Or maybe they have spoken up and feel no one is listening or responding ….

Employees will respond to frustration in three ways:

1. Break through the barriers. 

   Some employees will find ways to work around the situations that slow their progress or frustrate them in other ways.

2. Decrease their own motivation. 

   They will reduce efforts to match their limited opportunities and support, i.e., they will stop trying so hard.

3. Leave. 

   High-performing employees may be unable or unwilling to reduce their own effort. To correct the mismatch between their motivation and the work environment, they leave.

6 other things you can do to manage a frustrated employee:

• Listen without minimizing, cajoling or threatening.
• Thank them for speaking up. Better yet, notice frustration on your own and reach out to them.
• Stay calm.
• Investigate the issue on your own.
• Identify solutions or compromises. When possible, get input from the employee.
• Empower the employee (whenever possible).
• Stay involved on progress by checking back with the frustrated employee (or others involved).

Managing frustrated employees can challenge managers. But don’t ignore unresolved frustrations. Calmly get to the bottom of the frustration by listening, investigating and helping to find solutions.