From the course: Communication Foundations (2018)

Tool kit: Criticism at work

From the course: Communication Foundations (2018)

Tool kit: Criticism at work

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- To move ourselves away from defensive responses when we face criticism or pushback, let's practice writing both defensive and effective responses. Comparing the two will help us to always land on the right response. Let's imagine you're a recruiter, and at the board meeting, one member says to you, "You've only filled 85% of the open positions this quarter." What would a defensive response sound like? Pause the video and think of your reply if you were to miss the mark. Did your defensive response sounds something like I'm doing the best I can. I've tried this and that. Or maybe you said, well, if you would approve better salaries, I could make stronger offers. Those are defensive and accusatory. What would your excellent communication reply sound like? Try to express gratitude for the feedback. Use empathy. Try, yes and. Okay, pause and give it your best shot. How did this one go? Your board member said you've only filled 85% of the open spots. Did you say something like yes and I know how frustrating that is to all of us. I'd like to revisit the idea of aligning our salaries with the market. To round out our toolkit, think of the last three times you faced criticism or pushback. Write out a defensive response that I hope you avoided and write out a response that integrates our techniques. Assume positive intent, express gratitude for feedback, empathize and use yes and to move toward a solution. Responding to criticism is delicate. Practice saying your responses out loud to a trusted friend so that you strike just the right wording and tone. Good luck.

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