Discussion Discussion # 86 Moving from Criticism to Feedback

1. DiscussionDiscussion # 86Moving from Criticism to Feedback Indiana University Kelley School of Business Course: X420

2. CRITICISM • DO WE ENJOY RECEIVING IT? • DO WE ENJOY GIVING IT?

3. HELL • NO !!!!

4. Let’s watch…… this 14 minute video which shows how a criticism was worked out with a happy ending. (not all do)

5. So the real question is … • How can we use criticism as a tool for building strengths and improve our day-to-day work tasks? • How do we fight that fear of others giving us criticism, that anger and frustration when we are criticized? • How do we see it as career and teamwork issue?

6. In short, • …….is it possible for criticism to become an “instructive tool”?

7. My friend Zits doesn’t think so!

8. Now let’s watch… this 30 minute video entitled, “Giving and Receiving Criticism”

9. Let’s review the video’s message • Receiving criticism can be challenging especially when someone is not constructive; • But while you cannot control someone giving you criticism, you certainly can control how you respond. • Three responses to criticism: • Fight; • Flight; • Evaluate.

10. Obviously…. • Evaluation is the right way to proceed.

11. Three “A’s” for receiving and evaluating criticism: Acknowledge the criticism in a non-defensive manner; Ask questions to show an interest in understanding the problem; do not take it personally but professionally; Action – make a commitment to take action on the problem.

12. Why give criticism? • Criticism is part of life; • It is one way to help people be in the right direction; • Helps improve team productivity; • Serves as feedback to employees and way of providing feedbacks for employers; Criticism is about tact: “way of making a point without making and enemy.” Your objective: Not to make listener angry, fight or flight.

13. Ways to provide criticism • Watch your body language; • Don’t use trigger words always, never, etc; • Use a pleasant tone of voice; • Be specific; • Focus on future not the past; • Avoid personal attacks It is clear that it is about tact, good communication skills.

14. Manage your communication …. Three R’s for organizing one’s communication: • Raise the issue – do it in a polite, positive manner; • Remain open – understand their point of view, respect their opinion; • Request – get a commitment for future action; Three R’s may be also used even when you’ve had past disagreements.

15. Criticism is about feedback … • Do not do it in anger so it comes out “mean”; • Do not criticize in front of other workers; • Meet outside of office, maybe in conference room; • Listen carefully to each other;

16. Four steps to take when giving feedback • 1.State your feelings; • 2.Describe the behavior in specific terms; • 3.Explain what you would like the other to do; • 4.Ask for agreement; NOT EASY TO DO---BUT CAN BE DONE

17. Manage your reaction …. • Listen intently; • Paraphrase; • Ask information questions; • Ask action questions; • Commit to doing something; • Ensure change is permanent

18. Conclusion • Criticism is about action not attacking, about tact and communication skills; • Use of the three As in giving and the three Rs in receiving criticism help turn it into positive feedback.

19. Anecdotal Experiences • The “cooling off” period. • When a person is really upset and angry is NOT the time to constructively respond because you know what? • He/She is not listening!!!!

20. Strongly Agree Agree Disagree Strongly disagree Don’t know I found the presentation of material easy to understand. This session increased my knowledge on subject presented. I will be able to use this information in the future. The presenter was well prepared for the session. This session should be repeated in the future.` Evaluation questions