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“Everyone makes mistakes. Accept it. Learn from it."
Without question, every person makes mistakes. From the rookie new to the job to experienced executives, mistakes happen. It is part of what makes us human. The key issue is how we deal with them - both for the person who made the mistake and also for whom the mistake was made. It all comes down to the follow through.
Ironically, mistakes can be a positive in our work and careers. Research shows that learning from mistakes can be the greatest developmental tool possible. The objective should not be to make as many mistakes as possible but rather to accept that mistakes will happen and, when they do, respond to them appropriately and learn from them.
So what is the appropriate response?
For the person who made the mistake, there is a basic five-step process to making things right. First, you need to acknowledge the error and inform people. Then you need to take responsibility for the mistake - step up and own it. From there, a plan of action is in order - what will you do to correct the mistake. Next, do it - take the actions you said you would take and move on. Finally, report back what you have done so people know you follow through on your word.
These are the keys to building credibility. It is not that you never make mistakes that builds your reputation, it is how you manage making a mistake that makes you someone to respect.
Sadly, for most people, we see mistakes as a weakness or, worse yet, a personal failure. We beat ourselves up about the error and carry it with us. We worry about what we have done and that no one will trust us again. This line of thinking gets you nowhere. You stay stuck in your mistake and can't see the opportunity to learn from what has happened and become better for it going forward. We need to get over it and get on with it.
The real value of making a mistake is the ability to gain experience and learn from reflecting on what happened. What worked and what clearly did not work? What will you do differently in the future? These are the greatest lessons of business life.
You can focus on trying never to make a mistake but that is fundamentally impossible if you want to have a full career and life. Being fearful of making mistakes means you will never be open to opportunities. You will protect yourself so much that you can't move - you remain stuck! So, the real learning from mistakes is that they make you human and provide value. Handled well, they make you a better person.
There is also someone else involved in a mistake being made. Mistakes are generally made in business by someone who reports to another person. A critical part of being able to move on from mistakes is how the boss responds to the mistake. Do they react by screaming, chewing the carpet, or potentially hurling glass mugs at the wall? Or, do they talk with the person who made the mistake and work through reflecting on what happened and what to do to make it right and then move on?
To be honest, I have not always rated well as a boss in responding to errors. Although I was not angry at the person, but rather the situation, the perception to everyone was that I was angry at anyone making a mistake. This type of attitude fosters an environment where people are fearful of making mistakes and afraid to talk to you as their boss about them. I was lucky enough to get the straight feedback on my reactionary response and how it was perceived (note to all bosses - invest in a 360-degree feedback survey, it is invaluable), I was very concerned with what I was doing to people and invested in making changes.
For many leaders, mistakes are just one more thing on a full plate and the reactionary response is not that uncommon. Worse yet, leaders say it is fine and then hold a grudge - providing the quiet treatment and not providing any further opportunities for the person who made the mistake to move forward. That attitude just robs the person of any motivation and self-confidence. Even worse again is the boss berating someone for a mistake in front of others. Now no one has self-esteem and a willingness to innovate.
For bosses, we have to start with the fundamental knowledge - we all make mistakes and they are learning experiences. The art of making mistakes a positive part of building effective teams and organizations lies in how we respond to them.
As a boss, we need to walk with the person who made the mistake through the five steps and help them reflect on what happened to learn what to do differently in the next situation. And then leave it - giving people the room to grow. No snits in the corner, cold shoulders, or sarcastic comments, help the person learn and do better in the future.
Mistakes can actually create the opportunity for building trust in a relationship and on a team. The ability to make mistakes without being executed is one of the key parts of providing a solid foundation for trusting each other and having one another's backs. By acknowledging and taking ownership of mistakes with follow through to correcting them, people can trust you to do the best you can and make it right. When the boss accepts the mistake and helps turn it into a learning experience, people know they have the room to try new things, be human, and grow. Without that response on both sides, the culture is one of fear and low self-esteem.
The key to making mistakes a learning experience for growth and a foundation for building relationships lies in the response. How do you as the person making the mistake respond and how does the boss responsible for the outcome of the mistake react? It is all in the follow through. Like in golf, tighten up and try to control it too much and you will duff it. Loosen up and follow through after hitting the ball and you have a better chance of connecting.
There are mistakes - and there are mistakes (accidentally killing someone in the copy room will fall outside of this assessment) - but in our normal business life, we need to first accept that mistakes will happen, they make us human, and take ownership to learn from them. Then, we need to respond to mistakes in rational and reasoned ways to make it an actual learning experience and not a retribution.
I make mistakes. I will make more of them. I accept it and own it. I also accept that others will make mistakes and it is actually an opportunity.
Say it with me - mistakes are actually an opportunity.
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