Real Life Examples of Criticism and How to Handle Them

Whether at work or at home, handling a criticism is one of the common scenarios almost every one face in their life. Some people master the skill of dealing with criticism using creative techniques. HABIT, a mnemonic device, is one such criticism handling technique that can be applied both during professional and personal situations.

Types of criticism:

criticism can be categorized under three types:
1. Criticism about ones own self (self criticism)
2. criticism about others
3. Criticisms about materials or system around humans.

Some of the examples of criticisms include:

• I am not good at typing.
• I have bad managing skills
• He doesn't understand my feelings
• She never comes on time for any business presentations
• The computer that you delivered doesn't work
• The new refrigerator that I bought from you has a very bad noise.

Responding to criticisms using (HABIT) mnemonic that stands for:

• Humor
• Ask a question
• Be silent
• Involve others
• Take time

Responding to Criticisms using Humor as a Tool

Both at work and at home, humor works while handling criticisms. It softens the situation and encourages people bring solutions rather reacting emotionally to the situation. Successful sales professionals, eminent team leaders and caring parents use humor as often as possible to reap benefits almost immediately.

An example of dealing with a compliant using humor as a tool

Son: My brother always bothers me whenever I’m on an important phone call.
Dad: I will tell him to bother you when you are on a call that is not important. So, please let him know when you are on a call that is not important.

Nevertheless, the humor tool is sensitive and must be used with utmost care especially while handling business criticisms.

Responding to a Criticism Letter or an Angry Customer by Asking Relevant Questions

Art of questioning is one admiring trait people develop either consciously or intuitively. Asking right type of questions and applying the appropriate questioning techniques not only brings more clarity of a criticism but also facilitates focused solution that is more specific and evades vagueness.
Responding to a customer criticism letter of a customer using questioning techniques:

Criticism letter: My credit card has been stolen. I have no idea what to do.

Response to the criticism letter: We will be happy to assist you. May I know the credit card number so that I can block your card right away?

An Angry Phone Call from a Customer needs Listening; Be Silence

One of the traits of a good customer support executive is listening. Being silent and listening to the customer serves two benefits. Customer gets an opportunity to express their feelings and emotions and the representative gets an opportunity to understand the issues faced by the customer.

A sample of a customer criticism

Customer: The computer doesn’t work. I have no idea what to do.
The customer support representative is silent
Customer: And this is happening for the third time since I bought your product.
The representative is silent
Customer: However I liked the way you responded to my criticism and your executives are kind enough to solve the issues quickly…

Here, the customer started with negative statements but later spoke positive statement without the interference of the customer support executive.

However, care must be taken to use this tool—silence—at the right time during business criticism scenarios.

Involve Others while Handling Criticisms

Team work works. May be someone else, who is more competent, can help to solve criticisms. Involving others opens to a different angle of thinking about an issue.

A sample business criticism letter escalated to higher authority:
Customer: I received a new security pin for my credit card but it is not active.

Customer support response: I have escalated your compliant to head of the technical department. I ensure that it will be solved within a day.

The Best Way to Manage Criticisms is to Take Time

Taking time to deal with a criticism has two advantages. First, one can draw many alternatives and find the best substitute to solve the issue. Second, one can work both effectively and efficiently when there is ample time.

A sample criticism on a telephone by the patient to the doctor

Patient: The sedative that you prescribed last evening is not effectively.
Doctor: Give me some time, I will get back to you after an hour.

Now, the doctor goes back, refers the patient history and calls back to give further treatment.

Mnemonic memory devices are one of the best tools to remember and recall information quickly and easily. HABIT is one such mnemonic to remember the skill of dealing with criticisms. This mnemonic hints almost everybody, from a customer service executive to a business leader, from a parent to a relationship counselor, during criticism handling situations.