G U Y W I N C H P H . D .
Not all pictures are worth a thousand words. In fact, when it comes to the media’s coverage of my work as a complaining psychology expert, a striking phenomenon has developed—the use of one thousand correct words and one very incorrect picture.
Specifically, I believe strongly that complaints should be transactional communications in which we set aside the need to vent our frustrations unproductively in favor of communicating calmly and respectfully and getting a result. To be effective complainers we need to forgo being ‘right’ (even if we are) and instead choose to be ‘wise’ (be getting what we want). To strengthen our relationships we should avoid trying to ‘score points’ against our partner (which will only make them resentful and lead to an argument) and try a kinder and gentler approach that motivates them to change their behavior and feel closer to us as a result.
But before we examine how the media have covered these principles, I should point out that I am grateful the media covered my book The Squeaky Wheel at all, let alone that they took the time to get things right in their descriptions. It is only their choice of images that I am lamenting here. For example:
Make eye contact
Especially when it comes to resolving marital complaints, it’s essential to make good eye contact. Gazing into each other’s eyes during difficult conversations helps promote open-mindedness and good will. Scientists who study marriage have shown that when a husband maintains his wife’s gaze while discussing complaints, both members of the couple are happier.
Nice tip, isn’t it? Now here’s the image they used for the story:
The situation: Your brand-new cell phone isn’t working.
You’re Tempted to: Angrily confront a store sales associate. “Being too aggressive shuts down a person from helping you,” says Dr. Winch.
Instead: Act kindly. Research shows it’s the number-one thing that inspires people to help others, says Dr. Winch. Also, be clear about the resolution you want (say, a replacement phone). It’s easier for someone to respond when she knows what’s expected, says Dr. Winch.
I was thrilled they used this quote as I truly believe we mistreat customer service reps far too often. And the image they used to reinforce the point of speaking softly and kindly:
Lifehacker.com has mentioned my writings several times over the past year, most recently mentioning my Complaint Sandwich technique in which the actual complaint is sandwiched between two compliments or positive statements.
Master complainer Guy Winch, author of The Squeaky Wheel, has an easy way of making your complaints more effective: make a complaint sandwich.
The image they used to convey these positive expressions:
Winch says that the trick is to complain in a way that does not trigger the other person’s defenses, and to do so in a manner that actually motivates them to help us resolve our problem.
And the image they used to sum up how to avoid triggering defensiveness:
Admittedly, if you were to search Google images for ‘complaints’ you would be hard pressed to find sweet and lovely photos of two people smiling at one another. I will also admit that I too have used certain images to portray the dark side of complaining, for example I used this image in an article I wrote for Psychology Today about how families could make Thanksgiving less tense:
In my defense, I thought the picture was hilarious.
But if you want the real skinny on effective complaining, read my book The Squeaky Wheel. And be warned—it doesn’t have any pictures.
Copyright 2012 Guy Winch
Follow me on Twitter @GuyWinch