COMMUNICATION HANDBOOK
COMMUNICATION HANDBOOK COMMUNICATION HANDBOOK
ABB Lummus Global B.V. COMMUNICATION HANDBOOK COMMUNICATING EFFECTIVELY Deal with Criticism 1. Listen Impartially Not showing any negative or defensive emotions when listening will stop you appearing vulnerable or fragile. 2. Summarize What the Other Person Has Said This means you have understood them correctly and also that you have taken it all in. 3. Ask Questions The more specific the criticism the more helpful. Find out what you did and when that gave them their impression. This will mean you will not make the same mistake again. 4. Criticism is Rarely Groundless but Often Exaggerated Decide which elements are useful and what you can do differently to be more effective. 5. Think about How the Person who Criticizes You Looks at the World Could they have been trying to help? Are they under pressure themselves? Think about why they have these views about you. This could give you some useful selfawareness. 6. Ask Those Who Criticize You for Their Advice By making them part of the solution they are less likely to criticise you in the future. 7. Thank People Who Criticize You Not only have they given you free information but you will also disarm them. 14
ABB Lummus Global B.V. COMMUNICATION HANDBOOK COMMUNICATING EFFECTIVELY 8. Reframe Criticism Which Focuses on What Went Badly Consider what positive steps you can take to improve in the future and what you have learnt from not succeeding. 9. If You are Angry, Take it out on Something , not Someone It is understandable to be annoyed but not very useful. 10. Praise Others for What They are Doing Well It will give you the moral high ground and make you popular (as well as reinforcing productive behavior). 15
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ABB Lummus Global B.V.<br />
<strong>COMMUNICATION</strong> <strong>HANDBOOK</strong><br />
COMMUNICATING EFFECTIVELY<br />
8. Reframe Criticism Which Focuses on What Went Badly<br />
Consider what positive steps you can take to improve in the future and what you<br />
have learnt from not succeeding.<br />
9. If You are Angry, Take it out on Something , not Someone<br />
It is understandable to be annoyed but not very useful.<br />
10. Praise Others for What They are Doing Well<br />
It will give you the moral high ground and make you popular (as well as reinforcing<br />
productive behavior).<br />
15
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