I've always envied people who can graciously accept constructive criticism. It seems I was not born with that trait, and throughout my career I've struggled with receiving feedback, even when it was entirely accurate. At the moment I hear the words of critique, my heartbeat quickens and my mind begins to race-first in search of an explanation for this assault on my person and then for a retort to rationalize whatever actions are in question.
And I'm not alone. Unfortunately, in the heat of the moment, many of us react with defensiveness and anger or-even worse-attack the person giving us feedback. But the truth is, we need to get over it. We know there's value in constructive criticism-how else would we identify weaknesses and areas of improvement?-and being able to handle it calmly and professionally will only help us maintain relationships and be more successful in everything we do.
So how do you learn to back off the defensive? The next time you receive constructive criticism from your manager or a peer, use this six-step process to handle the encounter with tact and grace.
1. Stop Your First ReactionAt the first sign of criticism, before you do anything-stop. Really. Try not to react at all! You will have at least one second to stop your reaction. While one second seems insignificant in real life, it's ample time for your brain to process a situation. And in that moment, you can halt a dismissive facial expression or reactive quip and remind yourself to stay calm.
2. Remember the Benefit of Getting FeedbackNow, you have a few seconds to quickly remind yourself of the benefits of receiving constructive criticism-namely, to improve your skills, work product, and relationships, and to help you meet the expectations that your manager and others have of you. You should also try to curtail any reaction you're having to the person who is delivering the feedback. It can be challenging to receive criticism from a co-worker, a peer, or someone that you don't fully respect, but remember, accurate and constructive feedback comes even from flawed sources.
3. Listen for UnderstandingYou've avoided your typical reaction, your brain is working, and you've recalled all the benefits of feedback-high-five! Now, you're ready to engage in a productive dialogue as your competent, thoughtful self (as opposed to your combative, Mean Girls self). As the person shares feedback with you, listen closely. Allow the person to share his or her complete thoughts, without interruption. When he or she is done, repeat back what you heard. For example, "I hear you saying that you want me to provide more detailed weekly reports, is that right?" At this point, avoid analyzing or questioning the person's assessment; instead, just focus on understanding his or her comments and perspective. And give the benefit of the doubt here-hey, it's difficult to give feedback to another person. Recognize that the person giving you feedback may be nervous or may not express his or her ideas perfectly.
4. Say Thank YouNext (and this is a hard part, I know), look the person in the eyes and thank him or her for sharing feedback with you. Don't gloss over this-be deliberate, and say, "I really appreciate you taking the time to talk about this with me." Expressing appreciation doesn't have to mean you're agreeing with the assessment, but it does show that you're acknowledging the effort your colleague took to evaluate you and share his or her thoughts.
5. Ask Questions to Deconstruct the FeedbackNow it's time to process the feedback-you'll probably want to get more clarity at this point and share your perspective. Avoid engaging in a debate; instead, ask questions to get to the root of the actual issues being raised and possible solutions for addressing them. For example, if a colleague tells you that you got a little heated in a meeting, here are a few ways to deconstruct the feedback:
- Seek specific examples to help you understand the issue: "I was a little frustrated, but can you share when in the meeting you thought I got heated?"
- Acknowledge the feedback that is not in dispute: "You're right that I did cut him off while he was talking, and I later apologized for that."
- Try to understand whether this is an isolated issue (e.g., a mistake you made once): "Have you noticed me getting heated in other meetings?"
- Seek specific solutions to address the feedback: "I'd love to hear your ideas on how I might handle this differently in the future."
6. Request Time to Follow UpHopefully, by this point in the conversation, you can agree on the issues that were raised. Once you articulate what you will do going forward, and thank the person again for the feedback, you can close the conversation and move on. That said, if it's a larger issue, or something presented by your boss, you may want to ask for a follow-up meeting to ask more questions and get agreement on next steps. And that's OK-it'll give you time to process the feedback, seek advice from others, and think about solutions.
Constructive criticism is often the only way we learn about our weaknesses-without it we can't improve. When we're defensive, instead of accepting and gracious, we run the risk of missing out on this important insight. Remember, feedback is not easy to give and it's certainly not easy to receive, but it will help us now and in the long run.
This article was originally published on The Daily Muse. For more on dealing with criticism in the office, check out:
- Conquer Performance Review Panic
- Hit Me With Your Best Shot: Handling Criticism at Work
- Giving Constructive Criticism-That Won't Make Anyone Cringe
Nicole Lindsay is a career development expert and working on her first book about women and business school. Connect with her at www.DiversityMBAPrep.com or @MBAMinority.