Receiving Criticism
Sometimes, no matter how hard you try to avoid it, you end up on the receiving end of criticism. Being criticized is not a pleasant experience. The emotions called up may make you want to run away, stay away, or turn around and fight. But, for your own peace of mind, it is important to remember that this disturbing moment of being exposed and even labeled is sometimes an inevitable part of the on-going process of maintaining a relationship. The key to a healthy and stable relationship is not in measuring how seldom annoyances occur, but in how they are handled when they do occur.
Almost all relationships have to deal with critical moments at times. Of course, there are mannerly and ideal ways to approach the issues, but in some cases the person who calls the problem loses sight of the ideal. The best possible situation in receiving criticism is to have first introduced the other person to the constructive steps involved in giving criticism. However, even with the best intentions, people don’t always follow the blueprints they are given. If sufficiently upset, a person may blame, label, insult, and generally break all the rules, either inadvertently or with intention. When people become angry with you, and stay angry for extended periods, claiming that you are the cause of their anger, they are actually reacting to something within themselves. Certainly there are actions in life that cause irritation. However reasonable anger shoots up only momentarily (minutes at most) and then subsides into some version of problem solving. You are not responsible for another person’s protracted anger. Your responsibility is to recognize the intention behind your actions, and honestly assess when your intention was to cause a negative reaction in the other person. Are you deliberately jabbing, digging, or hurting? Then, yes, you have caused a reaction. Otherwise, any guilt you feel does not help the other person to gain clearer perception, and only undermines your ability to stand as an equal in the relationship. Preserving a relationship when you are under heated attack, means your first objective is to protect yourself by helping the other person calm down. And, after gently reminding him or her of how difficult it is for you to hear when feeling blamed, the fastest way to calm another is to listen with the intention of trying to understand.
However, even with your best efforts as outlined below, if the other person is not returning to a more workable level, you may need to take some time-out in order not to get emotionally caught up in the tirade. Some people are not able to remain calm once they tap into their deeper anger, or have never developed the skill it takes to negotiate their own darker emotions, and some have serious, even dangerous, personality problems that need to be addressed in more professional settings. Listening with the intention to understand is not going to be mutually effective where patterns of abuse or lack of empathy are already established. Furthermore, anytime psychological or physical threat is part of the encounter, you need to remove yourself immediately. The following suggestions and guidelines assume that the criticizing person and the target of the criticism both hold the other’s welfare at heart.
The overall goal is to diminish the heat and the sting of the criticism without losing sight of the content. At first, if at all possible, don’t interrupt, unless perhaps there is a need to find a more suitable place to carry on the discussion. Let the person express him or herself while you take in the message. However, merely remaining calm and undiminished by the negativity is not enough. Mute attendance or unresponsive silence often comes across as indifference or assumed superiority on your part, and may actually fan the flames of criticism. The reason the person is upset about the issue is because he or she feels unheard or ignored. People often raise their voices or repeat themselves because they think the other person isn’t getting the point. Listening actively, with the intention of wanting to understand, requires non-combative, even warm, eye contact, responsive facial expressions and gestures, such as nods or shrugs, and occasional verbal prompts, such as “I get it,” “Hmn,” or an occasional clarifying question. When people really believe they have been heard and understood, they almost always return to a more reasonable stance.
Ask for specific examples rather than categorically denying the accusation. Asking for specifics can be scary the first few times you try it, so it may take a concentrated effort to actually listen to the details. Defending ourselves by denying the charges feels right and comfortable compared to the non-interruption rule. But denial, which is defensiveness, only keeps the problem unsolved. Asking for specifics helps you to understand the whole picture and helps others to believe that you really do care about what they are feeling and thinking. Later, after you are seen to clearly understand the details, you will be able to explain your side of the story to a much more receptive audience.
Don’t use the person’s critical remark as a confirmation that it is all right for you to respond with an equally critical response. Avoid making a counter-attack. The old adage “two wrongs don’t make a right,” really applies here. The last thing you want to do is escalate unnecessary anger. Countering each accusation with a cross-complaint of your own, such as, “Me? What about the time you…” leads to escalation with each complaint getting worse than the previous one. Keep calm, breathe slowly, maybe even count the next ten slow breaths, anything to keep your inner churning to a minimum. Your reaction at this moment may be the difference between beginning to come together or moving further apart.
Instead of defending yourself at this point, paraphrase, or try to sum up the other person’s ideas to show that you understand. Paraphrasing is not mimicking or simply repeating. Rather, it is a conscientious effort to say the same thing in a slightly different way. “In other words,” you might begin. First, you are making sure that you really do understand exactly what the other person is trying to get across. If you fully understand, then you are better able to respond. Second, the other person sees that you are really trying to understand, which is like a gift. It is difficult to aim anger and resentment when the target is on the same side. Understanding softens people. Third, if you are inaccurate in your summation, the person has the chance to correct you and clarify the point, which makes negotiation that much easier.
In some cases, this might be a good time to take notes. If what the person wants to tell you is complicated or involves many details, taking notes will help you to remember everything when it’s your turn to speak. Even though it may feel and look a little strange, pausing to draw out a pencil and paper gives you some breathing room and makes the other person slow down. The overall message you are sending is that the information is important and you don’t want to miss anything.
In order to figure out what behavior to change, or if you have to change anything at all, you will need to assess the potential damage. Find out the consequences of your continuing to behave in the way that the other person is now criticizing. You both may discover that just in the process of your trying to understand, the original problem fades away. Or, you may discover that this behavior that you find so innocent could do serious damage to your relationship if left unchecked. Knowing the potential consequences will help you in making plans and decisions that further your relationship in the future.
Thank the person for bringing their feelings and thoughts to your attention. This may seem strange, especially if you feel that a load of garbage has been dumped right in the middle of your nice life. But wouldn’t you want to know now, when the problem is manageable, rather than suffer a lot more grief after it’s gone too far? Thank the person for trying, even if in a confusing, emotion-laden, or clumsy way, to mend the relationship and keep the communication lines open.