Managing: criticizing effectively pays off

As a manager, you'll have to criticize people's work, work habits and results when they are not up to standard. Criticism is a valid and expected part of developing your people, but there's a right way and a wrong way of doing it.

First, criticize the work or the performance, not the person. This is an important distinction. People will recognize the truth of what you say about poor performance, and in most cases they won't be offended. But if there is any suggestion that you are attacking them personally, they will be offended—and rightfully so.

The words you use are the tools to make this distinction. For example, if you say "Bob, your attitude is deteriorating and you need to start being more responsible," this could be taken as a personal remark. You are casting aspersions on Bob's character. Not only that, but it's far too general—how will this help him make the improvement you want?

On the other hand, if you say instead, "Bob, I've noticed you've been late for work four times in the past two weeks. Is there some reason you're having difficulty getting in on time?" This is specific, factual and non-judgmental. There may, in fact, be a good reason for Bob's lateness, and this wording opens the possibility for reasonable discussion.

If Bob's lateness is having a detrimental effect on the department as a whole, bringing that fact out can help. For example, "Bob, I've noticed you've been late for work four times in the past two weeks. When that happens, it means your regular delivery of the daily progress reports is held up, and people can't begin work on them—and that can set the whole day back. What can we do to help you get here on time in the morning?" This reminds Bob of his importance in the scheme of things, and encourages him to correct the problem.

One more thing, and this is vital. ALWAYS criticize people in private, never in front of colleagues, friends or anyone else. Public embarrassment is not an incentive to improve, but rather a case for resentment.

By the way, watch out for news of my upcoming series of "Manager's Day Trips". I'll post news in the next few days.