How to respond to harsh criticism: a lesson from Steve Jobs

In 1997, after speaking at the Apple Worldwide Developers Conference, Steve Jobs invited the audience to ask him questions. However, instead of them, I heard rather offensive and unconstructive criticism from one of the listeners: “Mr. Jobs, you are an intelligent and influential person. Sadly, it is obvious that on some points of the speech you have no idea what you are talking about. For example, I would like to hear a clear answer on how Java and its flavors relate to the ideas of OpenDoc. And after that, it would not hurt to tell us what you personally have been doing for the last seven years.

Such a statement, bordering on an insult, in front of a huge audience, could put anyone in a stupor. Anyone but Steve Jobs. He thought for a few moments, which seemed to many an eternity, and then put the offender in his place. Based on the example of this case, five rules can be distinguished on how to respond to harsh criticism and unfair remarks.

1. Don’t answer right away

The first thought that comes to mind with such a caustic remark is to offend a person in response. But the tactics of «himself such» does not bring victory. Therefore, never answer immediately if you do not want to regret what was said later. Take a break. It will allow you to pacify emotions and answer thoughtfully, and not rashly.

2. Accept criticism

Steve Jobs began his response by saying, “When you’re trying to change something, the hardest thing is admitting that people like this gentleman are right! To an extent…»

Remember: the best way to convince a person is not to attack him, but to look for common ground. Jobs does just that, recognizing that his opponent is right. This is at least disarming and also earns the respect of the audience. Always try to respond in a friendly manner, even if you strongly disagree with the position of the interlocutor.

3. Answer the question you would like to hear

This technique of politics is used during the pre-election debates. Instead of answering a specific question, they indulge in more general reasoning. Sometimes this requires a little rephrasing of the opponent’s question.

Jobs put it this way: “The hardest question is how does it all fit into one comprehensive strategy that will allow you to sell goods for 8-10 billion dollars a year? I realized that you should always start from user experiences, and from them go to technology. You can’t start with technology and then figure out to whom and how it can be sold.”

4. Admit mistakes

Tell us what lessons you’ve learned. This will ultimately win over your audience. Be sure to mention that you and your team work hard. That is why you deserve support. For example, Jobs ended like this: “We will find mistakes and fix them. But at the moment it is important to support the team. These are hundreds of people who are working hard right now. Each of them is trying their best.»

He then added, “By the way, mistakes will continue to be made. It is impossible to avoid them, and we will make some mistakes again. And this is good. This means that in the process of work we make decisions. We will find errors and fix them! I think we should support each other by working together.»

Jobs said the last phrase already to applause.

“Mistakes are inevitable,” he concluded. There will be those whom they will annoy. There will be those who will criticize without understanding the issue on its merits. And yet we have moved forward, and I think we will develop further.”

5. Try to anticipate criticism

Of course, Steve Jobs has been asked similar questions before. So to some extent he could prepare for such a situation. Before a presentation, defense of a project or any public speaking, try to think over what points can cause criticism.

We all hope that listeners will not notice blind spots or inconsistencies. Still, it’s worth considering the worst-case scenarios ahead of time. This will make it easier for you to respond to unpleasant words.