Learning From What We Don't Like to Hear

Uplift reads and hears thoughts from many people. Every comment is essential for organizations to consider. We ask for feedback after all!

Listen to This Blog Post Learning From What We Don't Like to Hear

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Some people share positive and constructive thoughts, while others convey critical opinions that can be somewhat shocking.

It's natural to align with positive and supportive feedback - how can we not? We feel assured that our work is on the right path. However, not all people agree. This is no surprise. It's also natural to dismiss highly critical feedback when the delivery and words are harsh and seemingly unrelated to the topic at hand. It's our job as independent engagement consultants to set aside emotions and personal biases, to analyze information free of any desired project outcome and uncover the root causes of concern or frustration, regardless of how it is conveyed. There are lessons to be learned!

We typically receive angry or cynical responses from five to 15 percent of those who share their ideas and opinions, regardless of the topic. Some might say that there is always a portion of the population that will complain, does not like or want change, or lacks trust or respect for authorities. Perhaps. However, this common phenomenon is a loud reminder that there is likely an underlying current of frustration stemming from poor communication. There could also be a lack of transparency and accountability on the part of the organization initiating the change. Some people sense it, and others know it through their experiences.

Receiving angry or negative comments doesn't feel good or seem helpful in the moment. It may make us feel uncomfortable, offended, or annoyed, but it doesn't make it invalid. On the contrary, what is the takeaway?

What do we do with highly critical sentiment?

We take a deep dive into the root of the matter so that projects and organizations learn from all perspectives. There are lessons to be learned and very likely improvements to be made. We suggest drawing out themes of contention, crafting nuanced questions, delivering answers with transparency, and looping back. Further, while not all critical feedback may directly inform the initiative at hand, it can be used to inform organizational change and improve two-way communication, including ongoing education and outreach, which extends far beyond the end of any one project.

Getting the most from public and organizational engagement requires curiosity and the willingness to dig deep to understand and, very importantly, address the most critical feedback. The benefits of doing so will pay dividends in building trust and more well-rounded and healthy communities.

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