How to Deal with Criticism
In the heat of the moment when someone criticizes me, it’s easy to react and make things worse. Too often when I’ve received a critical comment at church I’ve gotten defensive or said something in return that I wish I could take back.
Has that every happened to you?
Recently our church held a leadership retreat that included a session on customer service. Much of what the speaker said applied to how we should respond when someone in our church brings us a complaint. He suggested an easy-to-remember acrostic to help us deal with the critic most redemptively.
It’s the word LEARN below.
- L … listen-simply hear the person out
- E … empathize-acknowledge how they feel
- A … apologize-even if you aren’t responsibility for the problem, an apology for their experience can help ameliorate ill feelings
- R … respond-explain that you will attempt to address the issue if at all possible
- N … notify-let those who can fix the problem know about it
The next time someone in your church brings you a complaint, LEARN from it instead of reacting to it.
Such a great reminder, and something we have to be prepared for.
Not to “promote” one of our resources, but BuildingChurchLeaders.com just posted a challenging article from Tim Keller on a very similar topic: http://www.buildingchurchleaders.com/articles/2010/howdoyoutakecriticism.html
Charles, Great post. Picked up on your twitter post and like the LEARN. I am usually wishing I had thought before opening my mouth! Thanks for sharing
OCuHWP Very true! Makes a change to see someone spell it out like that.