Term
Offering Criticism
Consider the Content |
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Definition
| Limit criticism to one topic |
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Term
Offering Criticism
Consider the Content |
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Definition
| Make sure the criticism is accurate |
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Term
Offering Criticism
Consider the Content |
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Definition
| Define the problem clearly |
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Term
Offering Criticism
Consider the Content |
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Definition
| Show how your criticism can benefit the recipient |
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Term
Offering Criticism
Consider the Sender |
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Definition
| Choose the most credible critic |
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Term
Offering Criticism
Consider the Sender |
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Definition
| Make sure the criticism is appropriate to the critic's role |
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Term
Offering Criticism
Consider the Relational Climate |
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Definition
| Deliver remarks as part of a positive relationship |
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Term
Offering Criticism
Consider the Relational Climate |
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Definition
| Accept partial responsibility for the problem |
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Term
Offering Criticism
Consider the Relational Climate |
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Definition
| Accompany your criticism with an offer to help |
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Term
Offering Criticism
Consider the Delivery |
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Definition
| Deliver criticism in a face-saving manner |
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Term
Offering Criticism
Consider the Delivery |
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Definition
| Avoid sounding and looking judgmental |
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Term
Responding to Criticism
Seek More Information |
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Definition
| Ask for examples or clarification |
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Term
Responding to Criticism
Seek More Information |
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Definition
| Guess about details of the criticism |
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Term
Responding to Criticism
Seek More Information |
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Definition
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Term
Responding to Criticism
Seek More Information |
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Definition
| Ask what the critic wants |
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Term
Responding to Criticism
Agree with the Criticism |
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Definition
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Term
Responding to Criticism
Agree with the Criticism |
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Definition
| Agree with the critic's right to his or her own perception |
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Term
Responding to Criticism
Agree with the Criticism |
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Definition
| Emphasize areas of common ground |
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Term
Responding to Criticism
Work for a Cooperative Solution |
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Definition
| Ask for a chance to state your point of view |
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Term
Responding to Criticism
Work for a Cooperative Solution |
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Definition
| Focus on a solution, not finding fault |
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Term
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Definition
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Term
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Definition
| Understand that the person suffered harm |
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Term
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Definition
| Explain what happened (without excuses) |
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Term
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Definition
| Propose corrective action |
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Term
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Definition
| Offer restoration or restitution |
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Term
Positive
Communication Climate |
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Definition
Use confirming messages:
- Use "I" language
- Focus on the problem
- Be honest
- Show concern
- Demonstrate equality
- Keep an open mind
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Term
Hostile
Communication Climate |
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Definition
Uses disconfirming messages:
- Use "you" language
- Focus on control
- Be manipulative
- Show indifference
- Demonstrate superiority
- Maintain foregone conclusions
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