Today there seems to be a concerted trend toward the inception of a policy of intolerance for not just the use of but the very mention of the word “criticism” in the workplace. Exactly who it is behind this trend or why it is happening remains a mystery. While the roots of the trend might likely be found within the secret motivations of various organizations’ overly sensitive political correctness elite, the top-top management of organizations appear unaware of what’s going on.
Recent findings from a national survey conducted jointly by NMA and Bright Enterprises reported that 58% of managers have no problem with the use of the word.
While the actual word, “criticism,” may impress many as something to be avoided rather than cherished, 80% of NMA managers actually have a very positive view of the importance of using criticism in the workplace. Believe it or not, the majority of respondents overwhelmingly view criticism as a powerful motivator, performance enhancer, builder of trust and respect, and a change agent.
Nevertheless, they do appreciate that, used improperly, criticism can cause major problems in relationships. Why? Because few think about where the definitional dividing line is between the word “criticism” and other seemingly synonymic words like “insult”, “condemnation”, “disparagement”, etc .
Using replacement words like “feedback” or “caring confrontation,” while understandably softer and more “acceptable”, doesn’t carry the suggested threat of consequence that criticism does if no action is taken on the part of the receiver. In fact, besides being unclear about whether any action is necessary, very importantly, receivers may not even be aware of any non-action consequences if no action or the wrong action is taken.
Such factors alone are what distinguishes the uniqueness of the word “criticism” from substitute words or phrases designed to preserve the relationship but in the process camouflage the weight of the message’s meaning.
What is needed is for organizations to identify and reeducate those who think the use of the word” criticism” should be banished from the workplace. Why? Because there is no other word that can adequately substitute the full gravity of its effectiveness. But, maybe even more importantly, such people really do not understand what benefits accrue to the organization when criticism and its proper use are understood by all throughout the organization.
Furthermore, it is the lack of skill in this area that most likely contributes greatly to criticism’s bad reputation. Interestingly, 65% of Managers from the NMA and Bright Enterprises national survey admitted to receiving no training on how to give criticism and another 70% of women and 58% of men admitted to receiving no training on how to be a receptive receiver. What’s more, of those who reported having received any training, 49% believe it was inadequate.
So is banishing the word really the answer? I think not.
Deb Bright, Ed.D., is founder and president of Bright Enterprises, Inc., a consulting firm devoted to enhancing performance. Her roster of clients includes Raytheon, Marriott, Disney, GE, Chase, Morgan Stanley, and other premier organizations. She is also a best-selling author. Her newest book is entitled The Truth Doesn’t Have to Hurt: How to Use Criticism to Strengthen Relationships, Improve Performance, and Promote Change (AMACOM Books).