"My action resulted in the department finding itself in boiled water". This was not a statement made out of fashion but was a real lament of one of the young graduate trainees at a well known company who just managed to blow up a transformer and resulting in damages running to several hundred thousand rupees. This was only the tip of the ice berg. The resultant loss in productivity and material added another factor of ten to the losses.
What was the reaction of the Unit Head of the Department. "Guys' this was a mistake, and I want each of you to learn from it" He further added "As long as none of you will ever repeat the same mistake next time it is a price I am willing to pay and take up the ownership for this"
The engineer in question was relieved but there was a sense of guilt that lasted days after the incident. However the tide ebbed when things were back to normal two months later and the whole lapse in process was documented back into the process. No one told the engineer to do this but the person thought it was his / her responsibility to create a shared understanding of the problem.
When I thought back on the leaders action my first assessment was more like... that he was being lenient. Why did the manager at least not give any kind of penalty like a fine or a warning memo or a suspension. But when you step back and look at it there was sense in what he did. The process mistake that was committed was not part of the documented procedure so it fit the bill of some unknown step being used and therefore the lapse. It was important that this lapse get documented so that people become conscious of the procedure the next time.
Today the Leader Heads a Large Organization and the engineer is a budding leader of one of the most exuberant team you can find.
What are some of the things you can think of when it comes to grave mistakes.
Understand the context? Was it carelessness, non adherence to documented process? was there a fail proof process that was given the go by ? Such conditions warrant strict action like a disciplinary procedure or a reprimand, a monetary deduction or the like depending on the severity of the impact and the category of the error. If it was a disciplinary issue then handle it like one, otherwise assess the context... The reaction by the managers to the mistake and how it was handled will have an impact on the morale of the other members of the team or other teams too.
Communicate the action and consequence: Often I find that when such a thing happens, it gets discussed secretly. You need to share such grave mistakes with others (may be with confidentiality) so that grape vine does not get stoked in corridors. Also communicate the remedial action and if it was a disciplinary issue others also get a shared understanding. That is why a periodic sharing of the errors and mistakes that happened are important. How may remember the last time your organization shared a grave mistake synopsis and what can be done to prevent it.
Don't Make the one who committed it.. a Victim : At times it may seem it was a genuine mistake, something committed inadvertently. Take care that the one who committed the mistake has a psychological support. Else it leads to downward spiral on the individual's feeling of comfort and can be quite emotionally taxing. Speak to the individual and get a pulse within day or two after the issue was discussed and the outcome or resolution completed.
Never Cover Up A Grave Mistake: When you cover up it means others never learn. Also you are then you slowly build up a culture of complacency and disregard for responsible actions. In fact always encourage and try to put at ease those who own up their mistake proactively and come to you with not just the facts but also the understanding and even perhaps and solution. These instances can lead to a lot of good in later periods.
Here is something interesting that was quoted in the context of committing mistakes...
“You can be discouraged by failure or you can learn from it. So go ahead and make mistakes. Make all you can. Because, remember that’s where you’ll find success; on the far side.” – Thomas Watson
What was the reaction of the Unit Head of the Department. "Guys' this was a mistake, and I want each of you to learn from it" He further added "As long as none of you will ever repeat the same mistake next time it is a price I am willing to pay and take up the ownership for this"
When I thought back on the leaders action my first assessment was more like... that he was being lenient. Why did the manager at least not give any kind of penalty like a fine or a warning memo or a suspension. But when you step back and look at it there was sense in what he did. The process mistake that was committed was not part of the documented procedure so it fit the bill of some unknown step being used and therefore the lapse. It was important that this lapse get documented so that people become conscious of the procedure the next time.
Today the Leader Heads a Large Organization and the engineer is a budding leader of one of the most exuberant team you can find.
What are some of the things you can think of when it comes to grave mistakes.
Understand the context? Was it carelessness, non adherence to documented process? was there a fail proof process that was given the go by ? Such conditions warrant strict action like a disciplinary procedure or a reprimand, a monetary deduction or the like depending on the severity of the impact and the category of the error. If it was a disciplinary issue then handle it like one, otherwise assess the context... The reaction by the managers to the mistake and how it was handled will have an impact on the morale of the other members of the team or other teams too.
Communicate the action and consequence: Often I find that when such a thing happens, it gets discussed secretly. You need to share such grave mistakes with others (may be with confidentiality) so that grape vine does not get stoked in corridors. Also communicate the remedial action and if it was a disciplinary issue others also get a shared understanding. That is why a periodic sharing of the errors and mistakes that happened are important. How may remember the last time your organization shared a grave mistake synopsis and what can be done to prevent it.
Don't Make the one who committed it.. a Victim : At times it may seem it was a genuine mistake, something committed inadvertently. Take care that the one who committed the mistake has a psychological support. Else it leads to downward spiral on the individual's feeling of comfort and can be quite emotionally taxing. Speak to the individual and get a pulse within day or two after the issue was discussed and the outcome or resolution completed.
Never Cover Up A Grave Mistake: When you cover up it means others never learn. Also you are then you slowly build up a culture of complacency and disregard for responsible actions. In fact always encourage and try to put at ease those who own up their mistake proactively and come to you with not just the facts but also the understanding and even perhaps and solution. These instances can lead to a lot of good in later periods.
Here is something interesting that was quoted in the context of committing mistakes...
“You can be discouraged by failure or you can learn from it. So go ahead and make mistakes. Make all you can. Because, remember that’s where you’ll find success; on the far side.” – Thomas Watson
