TITLE -- COPYRIGHT -- ABOUT THE AUTHOR -- CONTENTS -- Acknowledgments -- PART I How to Handle Receiving Critical Feedback -- SECTION 1 WHAT IS CRITICAL FEEDBACK? -- Why is Critical Feedback Difficult to Handle? -- PARENTAL MESSAGES AND CRITICAL FEEDBACK -- EXERCISE: Parental Messages -- TWO PARENTAL MESSAGES TO WATCH OUT FOR -- GENDER, SELF-IMAGE AND CRITICAL FEEDBACK -- The Male Approach -- The Female Approach -- External vs. Internal Success -- MORE ON MEN AND WOMEN -- EXERCISE: Self-image Index -- COUNTERACTING SELF-CRITICISM WITH POSITIVE SELF-TALK -- CHANGING YOUR BELIEFS ABOUT CRITICAL FEEDBACK -- EXERCISE: Self-Talk Attitudes -- POSITIVE SELF-TALK EXAMPLES -- SECTION 2 RESPONDING TO CRITICAL FEEDBACK -- EXERCISE: Self-Assessment in Responding to Critical Feedback -- TYPES OF CRITICAL FEEDBACK -- THREE STAGES OF RESPONSE TO CRITICAL FEEDBACK -- The Counter Attack -- The Silent Victim -- SECTION 3 ASSERTIVE TECHNIQUES TO DEAL WITH CRITICAL FEEDBACK -- Assertively Responding to Unjustified Critical Feedback -- TECHNIQUE #1-FOGGING -- Fogging Example -- EXERCISE: Fogging -- TECHNIQUE #2-ADMITTING THE TRUTH -- TECHNIQUE #3-REQUESTING SPECIFIC FEEDBACK -- EXERCISE: Handling Critical Feedback -- A. Situational Case Studies -- Author's Comments -- B. Personal Assessment of Critical Feedback -- C. Feedback on Your Ability to Handle Critical Feedback -- MY PERSONAL ACTION PLAN -- HELPFUL HINTS ON HANDLING FEEDBACK -- A FINAL THOUGHT -- PART II How to Give Constructive Feedback -- SECTION 4 STEPS FOR GIVING CONSTRUCTIVE FEEDBACK -- Step 1: Set Realistic Goals -- Step 2: Research the Facts -- What Happened? -- What Were the Expectations? -- Why Are You Providing Feedback? -- Step 3: Be Immediate -- Step 4: Be Specific -- The DASR Script -- Patsy's DASR Approach -- Patsy: Case Study-Afterword -- PROVIDING CRITICAL FEEDBACK IN PUBLIC.

TWO WORK SITUATIONS -- EXERCISE: Practice DASR Script -- AUTHOR RESPONSES: -- EXERCISE: Individual Application -- Plan of Action -- SECTION 5 BARRIERS TO GIVING CONSTRUCTIVE FEEDBACK -- Pitfalls in Giving Constructive Feedback -- THE SIMMONS/BRIGHT RESEARCH STUDY -- FACTORS HINDERING CONSTRUCTIVE FEEDBACK -- Ignoring Trouble -- Ignoring Feelings -- SECTION 6 GIVING CONSTRUCTIVE FEEDBACK TO YOUR BOSS OR COLLEAGUE* -- EXERCISE: Analysis for Constructive Feedback Upward -- THREE S'S OF PROVIDING UNSOLICITED FEEDBACK -- The DASS Script -- EXERCISE: Providing Unsolicited Feedback -- TURNING COMPLAINTS INTO PROPOSALS -- Turning Complaints into Proposals -- Complaint Proposal Form -- SECTION 7 GIVING POSITIVE FEEDBACK -- Is Positive Feedback Hard for You? -- GUIDELINES FOR GIVING POSITIVE FEEDBACK -- Some Cautions -- THE DANGERS OF GIVING POSITIVE FEEDBACK IN PUBLIC -- Start Today -- EXERCISE: Analysis -- PRAISING UPWARD* -- Praise Example -- SECTION 8 HANDLING RECURRING PROBLEMS -- THE IMPORTANCE OF FOLLOW-UP -- EXERCISE: Practice Case Studies -- Case Study #1: Performance Expectations Problem -- Case Study #2: Socializing -- JERRYS PLAN OF ACTION -- PERSONAL ACTION PLAN -- MY PERSONAL ACTION PLAN -- PERSONAL PLAN OF ACTION -- SECTION 9 SOME FINAL THOUGHTS -- Giving Constructive Feedback Via Letter or Memo -- WHEN NOT TO GIVE CRITICAL FEEDBACK -- SUMMARY.