How to...Handle Criticism

As a PR person, Grace Snow knows only too well what it’s like to be on the receiving end of ‘constructive’ criticism.  She offers a few tips on how she keeps her head when faced with a deluge of sometimes, ‘unhelpful’, remarks…

In my early days as a communications professional, I always asked my colleagues and peers to give me feedback. Now, in this fast paced age of blogs, social media and email, people - including total strangers - tell me exactly what they think of my work in seconds.  Today I receive more feedback than ever before (or ask for!)  Occasionally I regret asking, “So what do you think of this?”

The truth is, there will always be a time when someone doesn’t like what you’ve said, written, done or not done.  Thanks to instantaneous media like Twitter and Facebook, users are more empowered than ever before to unleash their feelings and opinions on the world around them.

Maybe you think you have a choice in whether or not to engage in social media?  Like it or not, thousands around you are tweeting their views on things YOU care about or strongly oppose.  Millions elsewhere will continue to interact online about news unfolding in your own back yard.  You do have a choice however, in how to respond to those responding to issues a little too close to home… 

The Bible transcends technology…

The Biblical principles of forgiveness and repentance still stand when it comes to seeking reconciliation online, but how will you facilitate this Christian gesture – by email, twitter or writing on someone’s ‘wall’?

Don’t ignore the offending article…

Responding to a complaint on Twitter or Facebook within 24 hours is perfectly acceptable.  Although your immediate answer is not necessarily the ‘full and final’ one, a basic response to criticism can make a world of difference.  However positive or negative the feedback is, a simple acknowledgement is a mark of respect to others and demonstrates that they’ve been heard.

Even though the very nature of social networking sites is instantaneous, your immediate response should not be a full-on retaliation.  There’s nothing wrong with, “Thanks for your feedback” or “I’ll reply to that soon” or - my all time favourite - “Would you mind emailing me a fuller explanation please?” 

Reflect first, act in full later…

Modern technology demands us to respond immediately, but we should guard our instincts.  A quick response is a dangerous move when it’s motivated by hurt or anger.  How many times have you quick fired an electronic comment which you’ve later regretted - we’ve all been there, right?!  As with face-to-face conflict, it can be helpful to take a step back and offer a more considered response in full later, after a period of reflection.  Try to resist the urge of using a knee-jerk response when confronting criticism.  Once you’ve taken the time to process the comments, be polite and handle - not hide - from the situation.

A response deserves a response…

I recently set up a Bible-reading website for Frontline Church in Liverpool.  Over a two year period, our team of pastors and speakers will post some commentary every day to unpack a daily bible reading and invite the user to ask questions or enter into online discussions.  Most of the team had never written for an online audience before and were a bit nervous about responding to the public’s comments.  They soon realised however, that a simple “thanks” or “great comment” is all that is needed to value their most engaged members.  People who’ve taken the time to give their opinion, deserve a response.

Accept the 1% of truth…

My pastor taught me a gem of a lesson in humility - it’s never left me.  Even if 99% of someone’s complaint about you is unfounded, respond to it like there’s 1% of truth in it.  Repent of that 1% and use it as a platform to seek reconciliation.

Everyone has differences of opinion which are all valid.  Social media is a great tool for conversation and interaction. As Christians, we should be leading the way in demonstrating humility in that sphere.

Grace Snow, PR & Comms Officer for Frontline Church in Liverpool