Nine Do's and Don'ts for Dealing with the Disgruntled - Rosabeth Moss Kanter

http://blogs.hbr.org/kanter/2011/08/nine-dos-and-donts-for-dealing.html?referral=00563&cm_mmc=email-_-newsletter-_-daily_alert-_-alert_date&utm_source=newsletter_daily_alert&utm_medium=email&utm_campaign=alert_date

When faced with cranky, grumpy, or disgruntled people, these Do's and Don'ts can be helpful.

1. Don't give them power. Don't let their claims occupy disproportionate time and management attention. Have one person manage so that everyone else can continue the real work.
2. Do keep telling your positive story about the organization's purpose, mission, goals, and accomplishments. Remind everyone about the big picture.
3. Don't adopt an angry tone. Stay calm and professional. Don't stoop to their level by telling juicy stories. Recent studies show that badmouthing makes the tale-teller look bad, in a boomerang effect.
4. Don't tell their story for them. Don't start meetings or conversations by rehashing the situation. Stick to a simple statement or two that acknowledges your sorrow that there are complaints. Don't sound defensive. Don't lend credibility by providing your answers to things that audiences might not know or care about.
5. Don't assume that being right is enough. Having the facts on your side might be enough in a court of law, but it is not necessarily enough in the court of public opinion. Other people are convinced by your actions. They need to see that you operate by principles. They will judge your authenticity and consistency.
6. Do make a small gesture, even if you don't have to. Anyway, maybe you're not 100% right. A slight concession can make you look gracious and understanding. The disgruntled person can claim to have won something, which makes it easier to get him or her to go away. Make your limits clear.
7. Do respond to rumors immediately. Don't let slurs stand without a response that is accurate, persuasive, and catchy. And put out the counter-story without repeating the insult.
8. Do inform your allies early and often. Arm them with facts and details. Seek their support.
9. Do keep moving ahead. Don't stop the action. Develop and announce exciting plans. Help everyone envision the future.

Above all, do what's right for the mission and stakeholders. Even in a volatile world that requires tough decisions, the best way to counter crankiness is through an inspiring, energizing purpose.