I have chosen to do a case study on how to handle negative feedback. The first thing to be mindful of is those individuals who seek to upset and cause problems or disarray. This is their method of operation and it makes them happy to make others unhappy or to upset others.
Negative feedback or comments can generate from anywhere it can be through competitors or disgruntled workers or even someone with whom you’ve done business. Depending on who is putting out the negative feedback determines what is actually said and even how.
Because businesses use blogs and other means of email and electronic communication to conduct business it is also without saying that they should be able to take the negative comments or feedback with a grain of salt but this can negatively affect the overall business. The unfortunate thing in this is the bad usually outweighs the bad when it comes to the negative feedback. The questions are then: Do you respond? If you respond how do you respond?
Responding to the negative feedback can be a form of customer service or improvement measures for businesses. The first thing that you would want to know in a business is what the issue or problem is that has intiated the negative feedback. There are several means to deal with negative comments. If you have any experience with the web, messageboards, blogging or even Facebook or MySpace profile, you have probably seen or received a negative comment. It is important to realize that not all negative comments are created equally (2008 Hills).
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Nice blog, Tamara. Be careful not to lose focus in your case study because negativity can be a very broad issue.
ReplyDeleteI once worked at a place where the president did not want negative information to take place, so he along with many other people always acted very fast to put a positive twist on the negative thing that was happening.
ReplyDeleteFor example when I left the organization, he said that I did what I came to do, and now someone else can take them further. It came across positive even though I was very disgruntle.
Jim:
ReplyDeleteThanks for your post. I think that sometimes in the midst of trying to keep the negative from causing ill harm to businesses we try and sugar coat things. It is sometimes good to get the information out there. You don't want the information to get out there in a negative way but its just reality that it will. I think it was good that you kept your disgruntled attitude under wraps. I don't think that we should sugar coat the negative but the way in which we go about giving and recieving the message could make such a difference in business and communication.