DEALING WITH MISTAKES

In these enlightened times, organizations are realizing that mistakes happen and when they do, the best way of handling them is to meet them head on.

In one organization’s policies and procedures handbook was the following policy statement: “Mistakes happen. While mistakes are undesirable, they are not a source of shame or recrimination.”

That organization also outlined the following procedures for dealing with a mistake.

1. Tell a supervisor. Please do not try to hide an error. Only when we know what has happened can we start to fix it.
2. Make recommendations on how to remedy the mistake. Those who made the mistake are really experts on it
3. Make recommendations on how such a mistake may be avoided in the future.

Sometimes mistakes can affect the way customers perceive an organization. To handle the customer’s negative reaction, the same organization trains its workers in the following PLUS system:

• Pause – Stop what you’re doing and give the individual with the complaint your full attention. This means not shuffling papers if you’re on the phone.
• Listen – Let the individual know you are listening, either by verbalizing your acknowledgment that you are hearing him/her or by nodding your head in response.
• Understand – Reflect on what you’ve heard, so the upset individual knows you have understood. For example: “It appears the problem is …”
• Solve – Let the individual know what steps will be taken to solve the problem and how long they will take. Write or phone to confirm which form the problem-solving will take. If there are any difficulties, make sure you notify the individual.

In most situations, you won’t have to go beyond the listening stage. Most people just want to know there is someone around who will listen to their problems and concerns.

From ADMINISTRATOR, The Source for Practical Ideas and Key Issues in Higher Education, July 1995, Volume 14 Number 7