The Ritz-Carlton Perspective
The best leaders teach employees to take ownership for their mistakes. Everyone makes mistakes, and everyone can learn from them.
DOs and DON’Ts of Handling Employees’ Mistakes
- DO let employees know that making mistakes is part of the job. Give them a safe place to fail and learn.
- DON’T tell employees that you’re disappointed or angry when they make a mistake. Employees may try to hide mistakes if they think their bosses will have a negative reaction.
- DO include the employee in the solution. Ask leading questions such as, “How would you change the process in the future?” or, “Are there other resources you could have used?”
- DON’T make it personal. Try to focus on the mistake and possible solutions rather than underscoring the employee’s shortcomings.
- DO show your support by offering additional training for the employee if needed.
- DON’T hold a grudge or continually remind the employee of past mistakes. Give employees the opportunity to have a fresh start. ∞
Join us on March 21 to 23, 2017 at The Ritz-Carlton, Tysons Corner near Washington, DC for our three-day Executive Education course and learn how to create a sustainable customer-centric culture.