RE: Criticism

["Alan C Clark" <alan@keybiz.com>]

Tore Lende asked an interesting question. I do belive Deming to be in
harmony with Glasser.

Criticism is telling someone that what they have said or done is wrong. The
implied assumption is that the person giving the criticism is right. For me
this is Win-Lose thinking. The problem I have with criticism is that the
critic assumes that their acquaintence with the facts of the whole situation
is complete and that their perception is objective. Neither of these can be
true.

Thus all criticism by what ever name is unhelpful because it will act to
move the two parties further apart in their relationship rather than, as
Glasser is urging, closer together.

Feedback, on the other hand, if the other party has indicated that they are
willing to accept it, may provide valueable self-knowledge/understanding to
people. By feedback I mean a form such as "When you do [that] I feel [this]"
or "Did you realise that when you did [that]I see [this] happens". A form
which declares the subjectivity of the person providing the feedback and is
completely respectful to the person to whom the feedback may be offered.

The four "panes" of Johari Window can help people to understand that they
have blind spots, i.e. information not known to me that is known to others.
To paraphrase Deming's famous saying, Feedback comes from the outside and by
invitation only.

Alan C Clark
Key Business Improvement
Tel: ++44 (0)1527 61929
Mobile: 07831 508543