---
title: "Responding to negative comments"
description: "A four step way to defuse criticism."
canonical: https://tomsharman.com/bookshelf/known/responding-to-negative-comments/
updated: 2026-11-03
---

# Responding to negative comments

> A four step way to defuse criticism.

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

Framework 10 of 19 from [KNOWN](https://tomsharman.com/bookshelf/known/index.md) by Mark Schaefer. Category: Life and thinking.

## The steps

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

## Where it comes from

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

## The animation

24 seconds, 4:5, no sound.

- MP4: https://tomsharman-downloads-006143767029.s3.eu-north-1.amazonaws.com/downloads/bookshelf/known/responding-to-negative-comments.mp4
- MP4, dark: https://tomsharman-downloads-006143767029.s3.eu-north-1.amazonaws.com/downloads/bookshelf/known/responding-to-negative-comments-dark.mp4
- Still: https://tomsharman-downloads-006143767029.s3.eu-north-1.amazonaws.com/downloads/bookshelf/known/responding-to-negative-comments.png
- Still, dark: https://tomsharman-downloads-006143767029.s3.eu-north-1.amazonaws.com/downloads/bookshelf/known/responding-to-negative-comments-dark.png