It’s that momentwe all hate. Whether you get the call to step into the boss’s office or youreceive a complaint from a client or customer, it’s painful to hear someone saythey thought you did a bad job.
But it’s alsovaluable information. Knowing where you need to improve your performance isvital to stepping up the career ladder or to growing your customer base.
And it all startswith learning the right way to react when the criticism comes in. Have a lookat this guide for some ideas.
Take a moment
The first thing toknow is that you don’t need to respond right away: in fact, it’s probably bestjust to listen and let your emotions cool down before you try to respond.
That gives youtime to gradually change the way you see the feedback: it’s productiveinformation rather than a personal attack. “When we see the bigger picture, ithelps us put feedback in its proper perspective. Then and only then should wedecide how to respond,” saysorganizational psychologist Tasha Eurich.
Show that you’re open to criticism
It may seem hardto believe, but most bosses hate to give critical feedback and customers hateto complain. By showing you’re open to the feedback, you can instantly build arapport and show you’re on the same side.
AlisonGreen, who writes apopular blog solving workplace problems, suggests saying: “I really appreciateyou telling me this. I didn't realize this was a problem, and I'm grateful thatyou raised it.” You don’t have to admit anything, just show that you’relistening.
Get more information
Doing some extraresearch will help you respond to criticism better. You need to find outwhether you’re dealing with a one-off incident or a systematic problem. Thismight lead to information that gets you off the hook: but by then, you’ll bedealing with facts, not getting defensive.
“Avoid engaging ina debate; instead, ask questions to get to the root of the actual issues beingraised and possible solutions for addressing them,” says careerdevelopment expert Nicole Lindsay.
Always follow-up
After doing yourresearch and drawing up an action plan, check in with the person who made thecomplaint to see if they’re satisfied with progress.
“If you don't,you'll look like you're shirking a tough conversation or not taking itseriously,” says Alison Green. But if you do, you’ll often impress thecomplainant with your commitment to putting things right.
