When an employee’s performance falls short of expectations, managers often provide “constructive feedback” to help them improve. However, many managers face a common challenge: after receiving feedback, employees may show resistance or display uncooperative behavior. So how can managers maintain professionalism, preserve relationships, and address emotional needs simultaneously?

Here are four common types of resistance and strategies to handle them effectively during feedback sessions.

4 Common Types of Resistance

1. Denial
   The employee might outright deny the issue, saying things like, “I didn’t do that!” or “That’s not my responsibility.”
2. Rationalization
   The employee may try to justify their actions or results by saying, “I did it because…” or “There’s nothing wrong with doing it this way.”
3. Challenge
   Some employees may respond defensively, questioning or challenging the feedback, such as, “Why do we have to do it this way?” or “Does this even work?”
4. Passive-Aggressive
   The employee may seem to accept the feedback on the surface but show resistance through their actions, such as delays, lack of cooperation, or doing things half-heartedly.

4 Ways to Handle Resistance

1. Acknowledge Emotions

When resistance is strong, start by addressing the employee’s emotions and giving them space to express themselves. For example:

• “It seems like you’re feeling upset.”

• “Are you feeling disappointed about this?”

This approach helps the employee feel understood and opens the door for honest communication. The key is to “deal with emotions first, then the issue.” When emotions are running high, it’s hard for anyone to absorb feedback. Calm the emotions first, and then resume the discussion for better results.

2. Be Kind but Firm

Show empathy while staying firm about work expectations. For instance:

• “I understand your concerns, but let’s start with the easier part first.”

This method can be combined with acknowledging emotions. First, listen and validate their feelings, then gently steer the conversation back to the main issue. While showing empathy, it’s important not to back down or compromise on work standards just because the employee is emotional. Stay clear and consistent with expectations.

3. Clarify and Reflect

When an employee denies the issue, ask questions to encourage them to think rationally and reevaluate their behavior. For example:

• “Do you really think that’s the case?”
• “Do you think this approach has enough support behind it?”

These types of questions help the employee step back from their defensive reaction and consider other perspectives. When they see that the issue isn’t insurmountable, they’ll be more open to change.

4. Fact-Based Discussion

If the employee strongly denies the issue, present concrete examples to address the denial. For instance:

• “According to our records, the results don’t seem to match what you’re saying.”

This approach works best when you have clear evidence, but be careful with your tone to avoid making the employee feel attacked. A “hard evidence” approach should not be overused, as it can strain relationships if done too often.

Encountering resistance during constructive feedback is completely normal. As managers, it’s important to identify the type of resistance and apply the right methods—acknowledging emotions, being kind but firm, clarifying issues, and using evidence when necessary. These techniques help you maintain professionalism, build positive relationships with employees, and support their growth.

Next time you face resistance during feedback, try these tips to make your feedback more effective and constructive!

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