Giving and receiving criticism are two sides of the same coin: Improve workplace productivity and build healthy workplace relationships by means of precise communication during civil conversations. Sometimes, by necessity, the message is not positive, but it can be delivered with respect.

Topics include keeping your cool, staying specific and on track, removing the drama from the dialogue, avoiding the “laundry list” of past mistakes and misunderstandings, the danger of “hit-and-run” conversations in hallways at 5 pm, keeping to a schedule, and documenting agendas and agreements

At the conclusion of the webinar, participants will be able to:
• Plan a successful meeting for providing feedback to an individual or a group.
• Craft and refine your messages and responses by preparation and practice.
• Develop strategies for reducing defensiveness whether giving or receiving criticism.
Making respectful feedback part of the culture of your library or larger institution among library staff members and customers.


Original broadcast April 18, 2019 

Biography ~ Pat Wagner
Pat Wagner and her husband Leif Smith own Pattern Research, Inc., a 44-year-old training, research, and consulting business. She has worked for libraries and higher education as an educator and consultant since 1978, focusing on behavioral and organizational skills that support institutional and personal success. Her specialties include conflict management, customer service, marketing, supervision, project management, and ethics. She has been a frequent visitor to Florida libraries and is known for her practical and good-humored programs.She lives in Denver with her husband and two pushy cats.