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We continually stress Ladies and Gentlemen helping Ladies and Gentlemen (regardless if you're talking about helping a member or a co-worker). Ladies and Gentlemen do not cause or participate in drama. We work diligently to keep this in the forefront, remind each other and not allow drama to take our time, energy or resources.
Unfortunately there are seems to be a few drama kings/queens in every organization. The longer this type of activity is tolerated, the worst it gets. Challenging the employee to state the facts and propose a viable solution helps cut down on the drama. I love the idea of scheduling specific hours for registering complaints.
I think it is critical for management to set the tone here--the more respectful and solution-focused we are, the more we encourage and receive like responses.
P.S. I really enjoy your articles. Very insightful and helpful. Thank you.