Introduction

Part 1: Understanding Resistance to Criticism
What Is Critical Feedback?
The Impact of Gender on Feedback
Gender Communication and Leadership Effectiveness
Generational Differences in Feedback
Influence of Parental Messages
Critical Feedback Messages to Watch Out For
Counteracting Self-Criticism and Past Messages
Changing Your Beliefs About Critical Feedback

Part 2: Responding to Critical Feedback
How We Perceive Critical Feedback
Types of Critical Feedback
Three Stages of Response
Assertive Techniques to Deal with Criticism
Technique 1: Fogging
Technique 2: Admitting the Truth
Technique 3: Requesting Specific Feedback
Ten Tips for Handling Feedback

Part 3: Giving Constructive Feedback
Barriers to Giving Constructive Feedback
Overcoming Obstacles
Benefits of Voicing Feedback Regularly
Understanding Constructive Feedback
Step 1: Set Realistic Goals and Expectations
Step 2: Research the Facts
Step 3: Choose Your Timing
Step 4: Be Specific, Using the DASR Script
Providing Feedback with "I" Statements
Step 5: Monitor and Follow Through
The Impact of Technology on Feedback
Critiquing Your Manager or Colleague
Using the DASS Script
Providing Unsolicited Feedback
Turning Complaints into Proposals

Part 4: Giving Positive Feedback
The Powerful Impact of Praise
Rethinking Barriers to Praising Others
Guidelines for Giving Positive Feedback
Public vs. Private Praise
Praising Upward

Part 5: Handling Recurring Problems
Five Steps in Discussing Recurring Problems
The Importance of Follow-Up

Appendix
Summary
Answer Keys
Additional Reading