How to Handle Negative Feedback Before It Handles You As leaders, we all get negative feedback — it's what we do with it that matters.
By Kevin Xu Edited by Micah Zimmerman
Opinions expressed by Entrepreneur contributors are their own.
Naturally, most leaders dread seeing negative feedback about their organizations — whether in online forums, company reviews or private emails from employees. Sometimes, you may even be tempted to ignore it, but ignoring a problem only makes it worse. An Explorance survey conducted by Wakefield Research reveals that a startling 41% of Millennials believe their input isn't even making a dent in their organizations. Executives don't seem to think feedback makes a difference either, with 45% stating it doesn't lead to meaningful change.
The fact is, as much as you'd probably like to push past the negative feedback you receive, knowing how to handle that feedback is the best thing you can do. It's crucial for retaining top talent and maintaining a positive company culture.
Related: 3 Key Tips to Handle Negative Feedback on Social Media
How to address negative feedback
Negative feedback is the consequence of one of two things: Either it's the result of an incorrect decision you made or a message you didn't effectively convey. By understanding why someone is upset or frustrated with a product, process, decision, etc., you can temper your initial reaction and channel that energy into a productive response. Use that information to dive deeper into areas of improvement, and take time to reflect on your company values.
Do you usually put your best foot forward? If not, don't sweat it. Here are four ways to keep a level head and tackle negative feedback like a pro:
1. Don't take things too personally
When receiving criticism, take a moment to step back and remind yourself that, more often than not, negative feedback is not personal, and not all feedback needs to be in the driver's seat.
Once you receive negative feedback, feel the initial emotion and talk about it with a trusted friend. After, take the steps necessary to understand where the feedback was coming from. Was this employee overwhelmed? Is there a process that needs to be improved? Did you deliver on your promises and meet consumer expectations? These are all great questions to ask in an attempt to gain a fresh perspective on a situation.
Remember, though, that people in leadership are not immune to making mistakes. If you do find yourself in a situation where you hurt or offended someone, the best thing to do is take ownership and apologize. No matter if you were the cause or not, always respond to negative feedback. According to Salesforce, employees are 4.6 times more likely to do their best work when they feel heard.
Related: 5 Common Mistakes Leaders Make and How to Fix Them
2. Listen carefully and actively
Active listening ensures you understand the specific concerns and issues being raised. Ask questions to clarify any points you don't immediately understand, and make sure you understand before responding. Through the Google Brain program, Google invites employees to propose solutions for company issues, including product design, marketing campaigns and customer service initiatives. The company then follows up on their feedback and utilizes employee surveys, focus groups and brainstorming sessions to maximize input. With these tools, Google has created an environment where employees feel heard and valued, enabling them to contribute ideas that help drive the company's success.
Consider implementing an anonymous feedback system. An anonymous feedback system can help ensure that all employees feel comfortable and safe when giving feedback, and it can provide a means to influence positive change within a company. Sharing feedback is vulnerable, so you must create spaces where employees feel safe to speak up.
Related: If You Don't Listen to Your Employees, Someone Else Will
3. Respond in a timely and professional manner
According to Gallup's "State of the Global Workplace 2022 Report," only 21% of U.S. employees feel their managers care about their opinions and recognize their work. Responding to feedback promptly is one way you can show you care. After you have cooled off from your initial reaction, call the feedback-giver in for a meeting, reply to a comment on your website or send a follow-up email to let that person know they have been heard and you value their input. Thank them for speaking up, and always assume they had good intentions. Continue asking follow-up questions if you are having difficulty understanding their complaint. Keep the door open by letting them know you are available for further discussion if needed.
4. Communicate any changes or improvements
Share the action plan you made due to the negative feedback, even if it's as simple as, "There are no changes we can make at this time, but we are going to save this information and continue to hold meetings on the issue." According to a ReviewTrackers study, apologies only make up 13% of companies' responses to feedback. Seeming overly apologetic can come across as insincere, which is why most responses focus more on the next steps and consumer experience management.
When a customer took to Twitter to complain about not being able to go inside to pick up their mobile order, Starbucks promptly apologized and asked for the email address tied to their account so they could investigate it further. This is a perfect example of going the extra mile and taking action. Not every issue can be solved, but it is important to explain your plan to address an issue and follow through with that commitment.
Related: 4 Suggestions to Improve Convenience for Consumers
I've found that negative feedback is, in fact, an opportunity for growth and development rather than something to be dodged. Taking the initiative to listen attentively and respond appropriately will help build trust among your customers and employees while also allowing you to identify areas where change may be needed. Incorporating feedback into your leadership style will create a more inclusive workplace environment, foster collaboration among coworkers and result in faster, smarter organizational growth.
