Here's how you can handle difficult conversations when giving or receiving feedback in Product Marketing.

?????????????????? ??????????????????: Never debate or fact-check against the feedback in the native forum, you just acknowledge. It should always be one way and don't treat it as chat support. Following that, if the case needs to be addressed, take it to a phase 2 session out of the native forum (online or offline) one-on-one probably. Since, when you build conversation in the public forum, there are high chances of revealing information like product commercials, or CX related which is a valuable insight for your competitor's intelligence team. ???????????? ????????????????: That's your freedom - Just be honest, and provide suggestions if possible. Mix feedback will always help you understand different perspectives and user experience.

Be honest. Be empathetic. I always try to put myself in the other shoes, ask questions, and LISTEN before I say anything whether I am giving or receiving feedback. For some strange reason feedback is becoming increasingly difficult to give and receive. All too often people are instinctively defensive. I sincerely believe the “strange reason” is a lack of empathy - being careful to appreciate how the other party FEELS about the situation as much as or more than both sides are heard. Putting yourself in this healthy headspace requires thoughtful preparation. Inspired leadership often requires strength and firmness, is infinitely more effective when delivered with kindness, and it requires a strong person to do both.

Focus on specific behaviours and outcomes rather than personal traits. For example, instead of saying, 'Your campaigns are ineffective,' say, 'The recent email campaign had a lower open rate than expected; let's explore why that might be.' Using tools like performance dashboards can help illustrate your points with concrete data, making feedback more tangible. Dashboards can track metrics like engagement rates, conversion rates, and customer feedback scores. By referring to these metrics, you keep the conversation grounded in observable facts, which aids in clarity and fosters a more productive, less confrontational dialogue.

This one's an underrated skill. Active listening comes a long way in holding up a conversation. Remember that, most people in the room would listen to only speak and nobody responds. A response to what the other person speaks by adding, questioning, complimenting, or criticising without offending is a paramount skill irrespective of the context of a conversation. Being heard makes people feel inclusive and boosts synergy.