How to handle a complainer

From the article Use the Complainer Resourcefully:

Typical whiner/complainers generalize every complaint. Nothing is ever right: people, material, equipment, etc.: "No one does what they're supposed to..."

What causes the whining/complaining? Usually insecurity and a life pattern of feeling inadequate. Whiners usually feel a lack of power--personally, socially, politically, departmentally. They see themselves as victims. They often believe (usually wrongly) that the company or the boss won't give them the authority to do anything, especially when company policy is involved. They'll often focus on a rule or experience that once prevented them from doing something, and then will project that experience to other situations.

So how do you handle the complainer?

Acknowledge the complaint: "Thanks for stopping by, Joe, to let me know we have some internal company problems."

Ask for specific information: "Can you identify a specific problem so we can try to solve the larger issue one problem at a time? For example, you say that management doesn't care about the employees. What do you mean by management? Can you name a specific person? And can you think of a specific incident when this happened?"

Ask for his commitment to identify the problem in greater detail: Set a time frame: "Joe, I think you may be on to something. I'd like to suggest that, for the next two weeks, you keep a diary or log of the times when this problem occurs, and note what was involved at the time: people, products, situations--everything you can think of. Then let's meet again to see what you found out."

If they make excuses for not having the time or resources, say: "Well, if you'd like to see this problem resolved, and you think I can help, I'll need this data. When you have the information I asked for, we can talk further."

Before complainer leaves your office, summarize what was agreed to.