How Offices Become Complaint Departments; New York Times, 2/23/13

Phyllis Korkki, New York Times; How Offices Become Complaint Departments: "The work settings with the highest morale and the greatest collegiality are those in which “people can feel free to respectfully complain,” says Robin Kowalski, a psychology professor at Clemson University in South Carolina. When people air their complaints, they can receive validation that a problem is real, and move closer to a solution. Professor Kowalski began studying complaints after searching for a research specialty and bemoaning to an academic colleague that all the best psychology topics were taken. He said jokingly: “You’re so good at complaining — maybe that’s what you should investigate.” She found that surprisingly little research had been done on behavior that is universal. Professor Kowalski defines complaining as “an expression of dissatisfaction, whether you feel dissatisfied or not” — and that is part of what makes the topic so complex. Complaining can help break the ice and strengthen bonds with others. (“Can you believe they expect us to finish that report by tomorrow?”)."