Criticism That Counts
Americans have a warped view of
criticism. Unfortunately, most of us see criticism almost
exclusively in a negative light. We dish it out tactlessly,
use it to tear down rivals, and attack others with it even
when we have no authority to do so.
It certainly doesn't help that we are
inundated with poor examples of criticism in the media. For
starters, consider American Idol's British judge, Simon
Cowell. It's not uncommon for Simon's scathing criticisms to
elicit tears from contestants. His words are given
sincerely, but heartlessly. Watching Simon, it's as if he
relishes finding faults in another's imperfections.
Election season paints another ugly
picture of criticism. Politicians wield it like an ax to cut
down their opponents. Instead of debating ideas in a civil
forum, too often politicians lower themselves into a
mudslinging contest.
Another media avenue, the blogosphere,
has become criticism central in America. Bloggers attack the
character of leaders they don't know and rail against
decisions made in circumstances they could never understand.
Far too frequently, their inflammatory tone escalates
conflict without adding any substantial value to the
interplay of ideas.
CRITICISM DEFINED
Given the less than stellar models of
criticism prevailing in society, we need a healthy
definition of criticism along with practical guidance for
giving and receiving it. In an April 1st article for
BusinessWeek, Dr. Bruce Weinstein gives us exactly that.
Here's how he describes the value of criticism:
"The goal of true criticism is to help
someone be the best they can be…When criticism is done
appropriately, the person who has been criticized will
understand what he or she has done wrong and will feel
inspired to make a change for the better. Not only should we
not avoid being criticized, we should embrace criticism
because it is the only way we can continue to grow
professionally and personally."
The following practical tips are
intended to flesh out the ways we can begin to embrace and
wisely employ criticism as leaders.
WHEN GIVING CRITICISM
Encouragement helps criticism to land.
Before a pilot lands an aircraft, she
goes through a series of procedures to make the plane touch
down as smoothly as possible. The pilot gently drops
altitude, gradually cuts back on speed, and lowers landing
gear at just the right moment. If these steps are handled
incorrectly, the ride is certain to be turbulent and may end
up in disaster.
For criticism to "land" well, it must be
preceded by encouragement. Leaders deafen their people to
criticism when they neglect to encourage them regularly. If
leaders are silent after victory but outspoken during
defeat, then team morale plummets. It's difficult to stay
open to suggestions for improvement under what feels like a
constant barrage of negativity.
Criticism should avoid being personal
Criticism should avoid being personal,
but it should have the support of a personal relationship.
To prevent personal insult, leaders should carefully
pinpoint specific actions or ideas to criticize. People can
accept negative feedback of their performance, but they
bristle when they feel their personhood is under attack.
Leaders effectively deliver constructive
criticism when they have taken the time to acquaint
themselves with those they lead. Without relational
connection, the person receiving criticism may feel their
leader has a personal vendetta against them. However, if
they are convinced their leader respects their efforts and
values their growth, they are more likely to be receptive to
tough words.
WHEN RECEIVING CRITICISM
Selectively filter criticism
The higher up a person goes in
leadership, the more criticism he or she will
receive—guaranteed. While some criticism builds up, other
criticism tears down. Leaders must learn to distinguish
between the two.
The acid test of criticism is made up of
three questions:
1. Does the criticism have basis in
fact?
2. Is the criticism offered
constructively (in an effort to help)?
3. Does the critic have the
insight and perspective to speak credibly?
When all three questions can be answered,
"yes," then a leader should take the criticism seriously and
weigh its meaning. If any question can be answered, "no,"
then a leader is best served to let the criticism go in one
ear and out the other.
Avoid Extremes
A leader who routinely dismisses
criticism chokes off vital feedback. When leaders ignore or
suppress opposing views, they miss the opportunity to
sharpen their ideas. Wise leaders want to be challenged, not
coddled. They surround themselves with voices that speak
what they need to hear instead of saying only what they want
to hear.
On the other extreme, leaders with thin
skin are rattled by all manner of criticism. They agonize
over the opinions of people whose input is uninformed and
unintended to be helpful. They allow second-guessing to cut
into their confidence. Ultimately, such a leaders cede
authority by subjecting their decision-making to the
approval of outsiders.
Listen, Listen, Listen
Sincere criticism rarely comes without a
morsel of truth. For a leader, the trick is to stay open
when confronted with negative feedback. When criticized,
people are tempted to react defensively, angrily, or from a
place of hurt. With emotions swirling about inside, it can
be difficult to keep listening and to absorb critical
comments.
Those who gain the most out of criticism
hold their tongue and control their emotions in order to
gain access to hard truths. By listening and remaining
objective, they grow increasingly self-aware and improve
their leadership.
