Responding to negative comments

A four step way to defuse criticism.

Mark Schaefer's framework, from KNOWN, pp. 84 to 105.

Acknowledge
Thank them for their dissenting view.
Apologise if warranted
Apologise, even when it is not clearly warranted.
Resolve or move offline
Fix a simple misunderstanding or take it to a call or email.
Abandon and block
If it persists after kindness, drop the issue and block unprofessional people.

From chapter: CHAPTER 6 Step Three: Finding Your Fuel, pp. 84–105

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