The positive news: Well-conducted critical appraisals are an opportunity! A candid discussion can provide the space for exchange of views, initiate development of new proposals, and generate new perspectives. Problems arise only when conflicts are not dealt with constructively and thus escalate.

But how do you communicate problems in an appreciative way when emotions are running high? As a matter of principle, no discussion should ever take place spontaneously in passing. What is important here, as it is for most things in life, is good planning. Do not react emotionally from the situation, but take the time to prepare a conflict talk.

It is important to analyse the central content of the criticism in advance. Precisely which topic do I want to address – what do I want to clarify? This is about the factual level. At the same time, however, it is also crucial to know your own emotional attitude towards the person being criticised, and to clarify the relationship level for yourself in advance. The aim is to enter the clarification discussion in a friendly, open and constructive manner on your part. Check whether you can bring this mindset with you, or optimise it if necessary.

It is helpful to have defined minimum and maximum goals for yourself beforehand. It is not a matter of merely denouncing misconduct and poor leadership. Instead, the focus should be on improving cooperation and/or processes in an objective and constructive way. An agenda with goals formulated clearly as key words helps to keep the discussion on track. Otherwise there is a great danger of getting carried away by emotions or bogged down in details. In the best case, criticism should be understood by the counterpart as appreciative assistance and a chance to learn from mistakes and to develop further.

Both parties to a critical appraisal should treat each other respectfully and politely. The discussion should always remain fact-oriented and not descend to the personal level. Listen, let them finish, speak your own mind, and remain authentic. Avoid at all costs harping on mistakes or even raising the voice to give more expression to what is being said. This applies to both sides, of course. And please note: Your body language is never silent. Posture, facial expressions and gestures make up a very large part of our communication.

• Send “I”-messages
• Focus on facts
• Avoid accusations and “you”-messages
• Avoid words like “never” and “always” as much as possible
• Beware of generalisations
• Focus on things and not on the person
• Steer quickly from the problem to the solution approach

To ensure that the criticism has been understood, the person being criticised should have sufficient time for questions. Allow and even encourage the participants to describe their own opinion or accounts of incidents. The discussion is successful if eventually a solution can be jointly elaborated.

Criticism needs to be learned and requires practice, just like any good medical work does. With a structured approach, respect and appreciation, the effort will pay off. Because in every dispute there is the chance of a new approach to a solution. A professional and constructive critique is always worthwhile – for both sides.

As an aid for a clearly structured appraisal, we have compiled the following for you to download:

Document 7 phases of the critical appraisal – with examples and helpful formulations.

TO THE DOCUMENT