Here are 5 right ways to respond to criticism:
1. Consider the source
In a stakeholder sense, how much influence and investment does this person have in the organization? This might not change your answer but may change the amount of energy you invest in your answer. Our church meets in two schools, for example, so if the Director of Schools has criticism for me, I will invest more time responding than if it’s a random person who never intends to attend our church.
2. Listen to everyone
You may not respond to everyone the same way, but everyone deserves a voice, and everyone should be treated with respect. This doesn’t necessarily include anonymous criticism. I listen to some if it, especially if it appears valid, because I’ve learned from that too and always wonder if my leadership prompted an anonymous response, but I don’t “criticize” leaders who don’t. I don’t, however, weight it as heavily as I would criticism assigned to a person. (Feel free to leave a comment about anonymous criticism and how you respond.)
3. Analyze for validity
Is the criticism true? This is where maturity as a leader becomes more important because there is often an element of truth even to criticism you don’t agree with at the time. Don’t dismiss the criticism until you’ve considered what’s true and what isn’t true. Mature leaders are willing to admit fault and recognize areas of needed improvement.
4. Look for common themes
If you keep receiving the same criticism, perhaps there is a problem even if you still think there isn’t. It may not be a vision problem or a problem with your strategy or programming, but it may be a communication problem. You can usually learn something from criticism if you are willing to look for the trends.
5. Give an answer
I believe criticism is like asking a question. It deserves an answer even if the answer is that you don’t have an answer. You may even have to agree to disagree with the person offering criticism. By the way, I save answers to common criticism received because I know I’ll be answering that same criticism again.
One of my favorite is movies It’s a Wonderful Life. In one scene, George Bailey responds to criticism that the Bailey Building and Loan is going to collapse. I love how he takes the criticism seriously, considers the importance of the critics, responds as necessary, attempts to calm their fears, and refocuses on the vision. What a great leadership example during times of stress! Obviously, this is an extreme example, but it points to a reality that happens everyday in an organization. Many times, people simply don’t understand so they complain…they criticize. The way a leader responds is critical in that moment.
What would you add to my list? Where do you disagree with me here? I’ll try to take the criticism the “right” way!