Criticism in the Workplace: A Sociopragmatic Analysis

Abstract

Criticism is regarded as a face-threatening act and may potentially lead to conflict. This makes it rather difficult to express criticism toward others, especially in the context of Thai culture, which is collectivist. Thai people tend to place a high value on conflict avoidance; therefore, it is intriguing to explore how Thais behave when they must express criticism. Previous studies have largely focused on criticism in Western socio-cultural contexts while research in Eastern contexts remains relatively limited. This study aims (1) to investigate the choice of criticism strategies in workplace settings, (2) to examine the relationship between the choice of criticism strategies and the mode of communication—face-to-face versus behind-the-back, and (3) to explore the relationship between the choice of criticism strategies and the relational status between criticizers and those being criticized. The data were collected by a final-turn construction questionnaire containing four scenarios, from 60 participants who were employees from either governmental agencies or private companies. The data were analyzed by using speech act theory, criticism strategies, and politeness theory. The findings revealed that Thai respondents employed three major types of strategy: opting out, direct criticism, and indirect criticism. In face-to-face situations, participants tended to avoid criticism or use indirect strategies more often than in behind-the-back situations. Regarding relational status, critics were more likely to employ direct criticism toward those of lower status, such as juniors. In contrast, with superiors, seniors, and peers, they tended to avoid criticism or use indirect strategies. Moreover, factors such as formal conversational settings, consideration of future benefits, and the presence of high-ranking superiors further influenced speakers to avoid direct criticism or to mitigate the severity of their critical intent. The results of this study can be applied to enhance communication training aimed at reducing conflict within organizations and in society.