Respond to criticism specifically

Acknowledge a specific mistake and clarify a general accusation

A colleague says, “You give clients different deadlines every time.” You know there was one case where a client did receive two different versions. It’s helpful to acknowledge the specific mistake, ask about any other cases, and agree on a correction.

You could respond, “I sent two dates for the last order; I’ll correct that. Is there another example we need to check?” Then explain how the client will receive a clear confirmation. If the feedback remains vague, ask what they expect you to do differently.

Practice. Imagine being criticised with words like “always” or “never.” Prepare one sentence about a specific instance and one follow-up question.

Your colleague mentions one case where a client received two different dates, then says it happens every time. How do you respond?

First, I’ll explain how many clients received the correct date, then I’ll get back to the mistake.I sent two dates for that order. I’ll send a correct confirmation. Which other case should we check?I’ll accept her assessment and promise that all my communication will be error-free from now on.I’ll ask her to send me all the cases first, and only then will I deal with the one I already know about.

Respond to criticism specifically

Acknowledge a specific mistake and clarify a general accusation

Your colleague mentions one case where a client received two different dates, then says it happens every time. How do you respond?

Login

Login

Forgot your password?

Forgot your password?