Communication

How to be resilient in the face of harsh criticism

Health Industry Hub | June 24, 2019 |
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Most of us have been “feedsmacked” at some point in our life. In the midst of a meeting, an innocent walk down the hallway, or a performance review, someone delivers a verbal wallop that rocks our psychological footing. 

We all crave approval and fear truth. And critical feedback feels traumatic because it threatens two of our most fundamental psychological needs: safety (perceived physical, social, or material security) and worth (a sense of self-respect, self-regard, or self-confidence).

Here are four steps you can try the next time harsh feedback catches you off-guard. It’s been organised into an easy-to-remember acronym – CURE – to help you put these lessons in practice even when you’re under stress.

  1. Collect yourself. Breathing deeply and slowly reminds you that you are safe. It signals that you don’t need to be aroused for physical defense. Noticing your feelings helps, too. Are you hurt, scared, embarrassed, ashamed? The more connected you are to these primary feelings the less you become consumed with secondary effects like anger, defensiveness, or exaggerated fear. Some collect themselves by consciously connecting with soothing truths, for example by repeating a phrase like, “This can’t hurt me. I’m safe.” or “If I made a mistake, it doesn’t mean I am a mistake.”
  2. Understand. Be curious. Ask questions and ask for examples. And then just listen. Detach yourself from what is being said as though it is being said about a third person. That will help you bypass the need to evaluate what you’re hearing. Simply act like a good reporter trying to understand the story.
  3. Recover. It’s often best at this point to simply exit the conversation. Explain that you want some time to reflect and you’ll respond when you have a chance to do so. Give yourself permission to feel and recover from the experience before doing any evaluation of what you heard. Try simply saying, “I will take a look at that.” Don’t agree. Don’t disagree. Simply promise to look sincerely at what you’re told on your own timeline. You can end a challenging episode by simply saying, “It’s important to me that I get this right. I need some time. And I’ll get back to you to let you know where I come out.”
  4. Engage. Examine what you were told. If you’ve done a good job reassuring yourself of your safety and worth, rather than poking holes in the feedback, you’ll look for truth. If it’s 90% fluff and 10% substance, look for the substance. There is almost always at least a kernel of truth in what people are telling you. Scour the message until you find it. Then, if appropriate, re-engage with the person who shared the feedback and acknowledge what you heard, what you accept, and what you commit to do. At times, this may mean sharing your view of things. If you’re doing so with no covert need for their approval, you won’t need to be defensive.

The impact of CURE will come with practice. It makes us think not only about how we receive feedback but also how others may react to our feedback when delivered with little emotional intelligence.

Source: www.hbr.org


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