Think about a scenario where you have phoned your IT Department because you are experiencing some issues with your system. You might say:
“Can you help me please as the system is incredibly slow and it is impacting me on getting my work done?”
Often, the natural instinct is to go straight into why something is happening, the excuses, rather than welcoming the feedback. You may hear:
“Well that’s because we are having some issues with our supplier and the line speeds are slow.”
This response doesn't demonstrate ownership and responsibility for getting the problem solved. What you should hear is something like:
“Thank you for calling about this. We are sorting this out right now with our supplier because we are very aware of the situation. Sorry you have been having a problem with this and I will call you in an hour by 11am as I can appreciate this is having an impact on your work.”
So… we need to broaden our thinking regarding how we respond to any form of feedback and make sure we do not add to people's stress nor come across as not being ready, willing or able to help.