When you are in the spotlight and forced to respond to criticism, remember: CAP.
C = Concern: “I’m sorry to hear that”
A = Action: “This is what I can do…”
P = Perspective: “Let’s understand the broader context”
Always in that order. Our instinct under pressure is to do the opposite and lead with perspective, which always sounds like we’re making excuses rather than expressing empathy.
Credit to Mike O’Donnell for this incredibly useful pattern.
