Validating Criticism

Anonymous

Interesting situation - my team and I have just worked a full bank holiday weekend 12+hrs per day to recover and deliver a major project that was scuppered just prior to launch by a third party.

Just had a briefing with the COO who proceeded to thank me for my efforts and congratulate me... and then stuck in the knife. Apparently an unnamed source at the client has made some unspecified criticism about my management style. "But don't take it personally, you have shown commitment and dedication to getting this going."

I have a laid back approach, even in a crisis, there is no crisis because I have faith in my team and our ability to handle and resolve any situation.

I asked specifically for the name and the nature of the criticism. Neither was divulged. I challenged and said that without that information the criticism was entirely invalid. ... but no, it is in everyone's interest that you take it on board. We want you to stay on the project for the duration of the contract.

OK - So this is an anonymous (for obvious reasons) rant because, frankly, I'm tired and annoyed BUT how do you deal with unspecified criticism?

PM with 15 years+ experience.

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Posted: May 27, 2014 7:50 AM

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Anonymous

I faced a similar situation. When given "unvalidated" criticism, I subscribe to the following:
1. Wait about a week or so...cool down!
2. Perform some honest reflection...no matter who said it, or how it was said, or to whom it was said...is there any truth to the criticism? Is there any personal behavior that you could change, or action that you could take, that would be considered positive?
2a. Was the criticism specific enough that you can change behavior? Or was it too broad ("management-bable")?
2b. Is the criticism "bad" enough that it warrants the negative energy that you are putting into this?
2c. Do you want to change your behavior? (In other words, is the criticism something that you find unpleasing? Or are you ok with being "x"?)
3. Once you've honestly reflected, you will also start to figure out what to do about it.

I know the above sounds very philosophical, but it's done the trick for me.

Posted: May 27, 2014 5:02 PM

Stephen Schwei Retired| Frontier Publishing Inc Houston, Tx, United States

That sounds rough. It sounds like you couldn't fix anything even if you wanted to because you don't know what you "did wrong". I agree that some self-reflection makes sense.

However, I'm enough of a perfectionist that I would probably beat myself up about more than was warranted. You're just guessing in the dark. It really was unfair for the other person to provide you such vague feedback. It's worse than useless. It plants doubts needlessly. It also has the potential to undermine your relationships with other people on the project as you wonder who might have an issue with you. I would suggest dismissing the feedback unless it becomes more specific. Trying to deal with it in its current vague state could lead to more damage than good.

Posted: May 29, 2014 10:05 AM

Chris Baker Witney, United Kingdom

Wait - the gist was "somebody said something bad about you, but never mind?"
Do what the boss says, and don't mind, then :)

Another way forward is to explain to the COO that now this has been raised, you're worried, and that you'd welcome any feedback about how you could do better (assuming that's true :) ). The thing about feedback (as opposed to criticism), is that it needs to be specific and actionable- "it caused [this problem] when you did/did not do something; could you do [this instead]?" Invite the COO to phrase things in that way for you, if he/she thinks there is a real issue, or to say that they don't think it's a real issue. If it was just someone being unreasonable, maybe it's best to leave it at that....

Posted: Jun 2, 2014 10:57 AM

Elizabeth Harrin Director| RebelsGuideToPM.com London, England, United Kingdom

It sounds as if the criticism was so vague that you couldn't learn from it and change your style even if you wanted to.

It might help to ask some trusted colleagues how they perceive your management style - if this one client has picked up on it then probably other people have as well. However, if the feedback from your colleagues is honest and doesn't throw up any concerns, that could help you put the unspecified remarks into context.

Personally, I'd try to ignore it. You are obviously dedicated to your job and the client likes you enough to want you to stay on the contract. Sometimes people feel like they have to balance positive remarks with constructive criticism just because it feels wrong in some office cultures to give praise.

Posted: Jun 2, 2014 11:00 AM

Naomi Caietti Senior Project Manager | ePMO | Higher Education | Healthcare & IT| Linkedin.com/In/NaomiCaietti

Anon:
First of all the COO gave you some great feedback and then...shared the bad but vague feedback. I'd also consider it their way of telling you they need your leadership. Take it in stride; as others have mentioned reflect, seek out your trusted advisors on the team but put it behind you quickly.

PMs with your experience are confident, are calm under pressure, have high performing teams that trust each other and your leadership. This may appear to your client that the crisis (key deadlines, milestones, cutover implementation, code releases etc) should be done like an unplanned fire drill. Exactly, the opposite; a high performing team and leader will make the chaos look simple.

Make sure you keep your focus on doing all the rights things; if your management style is working don't change it for some vague feedback with meaningless action to take on your part. You've reflected. Time to lead.

Change is hard and sometimes this ole beast shows up in some stakeholders; it's called FUD (fear, uncertainly and doubt).

Carry on..

Naomi

Posted: Jul 9, 2014 3:19 PM

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Validating Criticism

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