Handling Mistakes

We have all made mistakes or have had embarrassing experiences at work. Often it comes down to poor communication or inadequate or unclear instructions. Whatever the cause, it is paramount to find a solution to a problem rather than fixing blame.
• Deal with mistakes in calm and professional manner.
• Avoid becoming emotionally involved in the situation.
• Accept responsibility for the problem.
• Listen and let the person vent.
• Be empathetic, relate to the person and apologize in a general way. “I understand your frustration.” “I am sorry about the confusion.”
• Work towards a solution.
• Tell the person what you can do to resolve the problem and propose an action plan.
• Under promise and over deliver, don’t over promise and under deliver.
• Follow up and learn from your mistakes.