Delivering constructive criticism is not always easy or pleasant; however, it is often your professional responsibility to do so. Your efforts may benefit all parties involvedcustomers, employees, and businesses alike. Understanding how to give constructive criticism will help you avoid the associated risks.

Before delivering constructive criticism, you should consider the associated risks. One of the risks of providing constructive criticism is ______________ (A. Being stereotyped as a complainer, B. Having to develop a new plan to create change, C. Being responsible for the behavior of employees) .

The potential benefits of delivering constructive criticism may outweigh the risks. Which of these are potential benefits of delivering constructive criticism? Check all that apply.

__The problem identified by the constructive criticism is corrected or addressed.

__Others wont have to do the work of communicating the problem.

__The communicator doesnt have to fix the problem, only identify it.

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In the decision to deliver constructive criticism, intent is important. Read the scenario about delivering constructive criticism, and then answer the corresponding question about the senders intent. You have been a long-time member of the local credit union. Last week, when you stopped by to make a deposit, the customer service representative was rude and condescending. You chose not to mention it to the branch manager. This afternoon, you experienced the same rude treatment from the same representative. You are a personal friend of the branch manager and know that she would be upset if she knew clients were being treated disrespectfully. You decide to send a note providing some constructive criticism.

Consider your intent in this situation. Should you send the constructive criticism?

__No. The representative would get in trouble and might even be fired.

__Yes. The branch manager deserves the opportunity to improve customer service at her location.

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Read the constructive criticism message, and then answer the corresponding question.

To the Mobile Minute Manager, Mobile Minute has been my service provider for more than seven years, and I have always been pleased with the quality of customer service that I receive from your company. However, yesterday evening, when I called to confirm the number of minutes left on my monthly plan, I had a very different experience. Rather than simply informing me of the remaining minutes on my plan, your customer service representative Jenny Livingstone told me that I should check the website. I explained to her that my Internet was down, and she recommended that I use the free Internet services at the local library. I was then informed that my request was tying up the line and interfering with the companys call-in bill pay option. Although I was eventually told the number of minutes remaining on my plan, the customer service I received was less than I have come to expect from your company. Thank you, Maureen Murphy

What advice would you give Ms. Murphy to improve her constructive criticism? Check all that apply.

__End the message on a positive note.

__Leave judgment to the recipient.

__Provide a recommended course of action.