Say your boss gives you feedback that you believe is wrong and unfair. What’s the best way to handle the situation? You don’t want to react immediately and reject it. Act calmly and respectfully. First make sure that you fully understand the feedback.
- Ask for more details: “What were the customer’s concerns that you think I failed to see?”
- Ask about how this situation could have been better handled: “What would have been a better way to handle that request?” or “How might you have handled it?”
- Try to find examples of what went well: “Based on what you’ve heard, were there any positive aspects in the way the customer complaint was handled?”
- Probe for any deeper messages: “Do you think that I’m generally not customer-focused enough? Or was it specifically this event that you’re concerned about?”
Adapted from
“What To Do When the Boss Gives You Baseless Feedback,” by Jack Zenger and Joseph Folkman.
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