Give Criticism Constructively
03/05/07
It’s vital to master the art of criticizing constructively. Managers who deliver feedback effectively have a lasting impact on motivation and performance. It’s not all that difficult, either. Just apply these guidelines.
Make a “Criticism Sandwich.” Supervisors should bracket critical comments between compliments. This opens and closes the discussion on an upbeat note and helps to keep highly sensitive employees from going into a tailspin because they were told they weren’t perfect.
Tailor the Approach to the Person. Train managers to match the tone of their remarks to the nature of the person at hand. The sharpest hooks in the tackle box will often respond to a boss’s critique without being hit over the head, while their less-perceptive colleagues may need a closed-door conference to get their attention. It’s important not to overstate or understate the point.
“I’ve got Some Bad News…AND Some Good News.” Pointing out a worker’s shortcomings—the bad news—is only half the job. Supervisors should also provide good news by describing, illustrating, or suggesting how to correct them. What makes criticism truly constructive is the addition of tangible, practical advice that will help employees get both their oars in the water and pull in the right direction. Whether in management or in sports, the most effective coaches always make suggestions for improvement. They’re collaborating problem-solvers, not merely fault-finders.
It’s What You Say and How You Say It. What managers say and how they say it affects whether people take their comments to heart instead of taking offense. Here are some phrases that can alienate workers or make them defensive, together with several better-sounding alternatives to help supervisors make a point without making an enemy.
Don’t Say
You’re doing it all wrong.
That’s not going to work.
You’re headed for trouble.
Where’d you get that idea?
Mind if I make a suggestion?
You’re doing it the hard way.
Is that the best you can do?
Do Say
I’d like to share a suggestion that might help you improve.
Why don’t you try this instead...
Take my advice.
Have you considered...
Here’s an approach I’m sure you’d think of sooner or later.
That might work better if...
Mind if I suggest a [faster, simpler, easier] way?
Typical Reactions
Few people welcome criticism, whether it’s constructive or not. Supervisors should anticipate some of the more common responses, such as:
Weeping. Tears may signal either genuine distress or somebody who’s trying to manipulate the manager’s emotions. Either way, don’t get rattled. Schedule the discussion for later if necessary.
Defensiveness or hostility. Some workers may try to bully a supervisor into dropping the matter. Don’t take the bait; stay calm.
Debate. Don’t be drawn into an argument. You’ve already decided the employee has a problem or you wouldn’t be taking corrective action.
Indifference. Some employees may act nonchalant to hide their embarrassment. Others may simply ignore the discussion and hope everything goes away. If that’s the case, it may be necessary to hold a formal follow-up conference if performance continues to fall below standards or affects the group’s productivity or morale.