I don’t mention it in my writing too often, but for 9 years of my adult life I worked as an Account Executive for one of the most recognized financial services companies in the world. Recently, I have found that many of the social and business structure skills I learned there, can be useful in other areas of my life. I have found myself recalling scenarios that I encountered there and using what I learned from them in my everyday life.
During the time I worked for this company, the business changed from paying employees flat salaries to paying lower salaries but higher performance based incentives. What that meant was, employees who sold the most products, AND the products which were most profitable, AND the products that lowered the risk level for the company – would earn the most income. These employees would not only make the most money, they were more likely to get raises, advance in the company, and receive base pay raises.
That seemed pretty reasonable to account executives who were willing to work hard and make changes to how they did their jobs in order to accommodate new or different products. HOWEVER, it did NOT seem reasonable to those Account Executives who were just skating by, had their “way of doing things”, or relied on seniority alone to progress through the company ranks.
Needless to say, the THEY rule (I’ll explain later) was soon invoked. Two of the 30+ Account Executives in the area (where I worked) complained to the District Manager that the collective THEY were not happy with the new changes and many of THEM were looking for other jobs.
Assuming that these two truly spoke for the majority, the pay changes were quickly under review and plans presented to phase them out as quickly as they had gone into effect. Imagine the surprise management experienced when almost 20 account executives individually drafted written concerns about the withdraw of the newly implemented incentive plans. Management soon learned that the collective THEY did not speak for the majority.
What management learned here is the power of THEY – it has even been called “the Rule of THEY.” People use the rule of THEY for a variety of reasons, but it is ALWAYS as a shield. For example, I might use “they” when I:
-want to disclose my personal feelings on an issue, but I don’t want you to know that I am the source
-want to repeat what someone else said but not reveal the identity of the person
-perceive that a feeling or idea is shared by multiple people, or a specific group, but have not personally affirmed it from each individual in that group
People most often use the rule of THEY when a complaint is involved:
- “Well, people are saying that THEY really don’t like the new programs.”
- “The feedback I am getting is that if THEY don’t get the new program THEY asked for THEY will take their business elsewhere.”
“They” can also be used to give more power to the complaint – to give it more support than it actually may have. As in my work place, by using the rule of they, two people were able to rally for a change that would effecte more than 30 people (and that was just in the region where I worked).
“They” can be a very effective tool! But, I didn’t write all of this to give you a tool in your arsenal of complainers warfare. No, I was hoping I could get you to examine complaining in general. And/Or to at least OWN your complaints when you truly have one.
Philippians 2:14-16 reminds us, “Do all things without complaining and disputing, that you may become blameless and harmless, children of God without fault in the midst of a crooked and perverse generation, among whom you shine as lights in the world, holding fast the word of life, so that I may rejoice in the day of Christ that I have not run in vain or labored in vain.”
Now I have to be honest – there are times I have found myself being a complainer, usually about something insignificant in the grand scheme of things. This verse cautions us against complaining, and goes so far as to tell us that we can ruin our testimony with others by voicing complaints.
In light of this scripture, I wonder how our complaints are viewed when we form them using the rule of they? Is it any less a complaint if we phrase it, “they are complaining that…” No, I think if we voice it – we own it.
And that brings me to those of us who hear others complaints. Like the management team in my former work place learned, we have to be cautious from whom we hear complaints (especially those of us in positions of leadership). Personally, I disavow all “they” statements – ‘they’ are too draining and just wear me down. If an individual comes to me saying, “what THEY thought was….” My first response is, “STOP! Now, tell me who are THEY?” If THEY can not be named, and the individual sharing the information is not willing to “own” the information, then I say, “Don’t tell me because I do not want to hear anonymous complaints.”
Of course there is much more to the hearing of complaints than we can go into here, but you can check out Matthew 18 and I Timothy 5 to learn more about how to handle complaints that others lay at your feet.
As one who has complained, and one who has heard complaints…here is my prayer:
Lord, help me to examine myself and my motives when I complain. Give me your wisdom and discernment when others approach me with a complaint. Help me to be blameless and harmless, a child of God without fault.
Recent Comments