Hi John. I like this particularly: "Your people know what is not working and it frustrates them. Learn to recognize their frustrations, talk to them about why they are upset, and work together to resolve their concerns."

As a former HR manager I found that many people do not know how to communicate well when they are frustrated (who me? :) In any case, I would try to get past the emotion of it to the nugget of the important thing they were trying to tell me.

You are spot-on in suggesting a willingness to recognize the frustration and listen. They know exactly what is not working.

Good job!