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

2. CRITICISM
DO WE ENJOY
RECEIVING IT?
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?
Play tape 0:2:28 to 0:3:20 to show a negative example of criticism.

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… Criticism” 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.
“You don’t know what you are talking about”;
Run away to avoid confrontation: Crying for example; Feeling of intimidation, which usually is result of low self-esteem.
When you are thrown a stick, pick it up and examine it. Say “why is this person throwing this at me?” Ask them why?

10. Evaluation is the right way to proceed.
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.
Acknowledge and Ask questions: Play tape 0:05:39 to 0:06:24
Action: play tape 0:09:22 to 0:10:13;
Criticism is not only about receiving, the giver has to do it with intelligence too.

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.
Play tape from 0:10:45 to 0:12:07; Use of trigger words vs. No use of them;
Specificity helps you communicate clearly;
Choose your words so that you do not attack the person personally
Instead of Irresponsible, say deadlines not being met;
Rude say standards of courtesy;
Sloppy and careless, say attention to details etc.

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.
“I use to speak to you about budget proposal” NOT “the budget proposal is so sloppy”
Do not say “would like to hear some constructive criticism?”
Play Tape from 0:17:46 – 0:20:13

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.
Play tape 2: 14 minutes

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. Evaluation questions
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.`
Strongly Agree
Agree
Disagree
Strongly disagree
Don’t know