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When you’re a small business owner, you undoubtedly have numerous people
reporting to you, whether they are your employees, vendors, freelancers or
part-time workers. And with the responsibility of being a manager comes the task
of dealing with mistakes. As we’ve always been told, everyone makes them.
Handling the mistakes of others can be a test of your managagement skills,
for sure. And if you handle them correctly, you can help your company continue
to be productive without letting human error cause any major or lasting damage.
As you attempt to remedy the problem at hand and deal with the people involved
after a major mistake has been made, keep the following tips in mind:
Keep your eye on the goal. One of the most important things
to remember is that when you’re dealing with someones mistake, you want to
remedy the problem and avoid any future repeats. You need the people involved to
continue productivity and learn from the experience, not walk away shamed or
humiliated.
Know what the situation is. Research the facts before you
have a sit-down with the parties involved. You don’t have to play the role of an
attorney and build up a case, you just need to know what you’re dealing with.
Keep an open mind and try to see the big picture.
Put the person at ease. Make the person you are meeting with
feel at ease, and show them that you appreciate their efforts. Treat them with
respect, and help ease or reduce the anxiety level before you dive into the
problem at hand.
Stay focused. Focus on the specific problem or mistake, not
on the person. Don’t attack and point the finger, but focus on the issue and try
to depersonalize it. Let the person involved explain what happened, and be an
attentive listener. Recognize if the person is accepting responsibility, or
putting the blame on the shoulders of others. Gather your facts and information
so you can get a clear understanding of the problem at hand.
Respond accordingly. Once you’ve determined the situation
and given the person involved a chance to explain, you’ll be able to see if they
are accepting responsibility and moving on or taking the defensive route. You’ll
be able to determine how you handle the problem based on this reaction.
Build them back up. When making a mistake at work, it’s easy
for an employee to feel down, defeated and deflated. This reaction isn’t good
for your company or other employees. Help the employee see that this is “a bump
in the road,” and feel motivated to move on with lessons learned. Make sure you
vocalize your appreciation for the employee in successful areas, and show your
commitment to their well-being and professional growth.
The way you handle the mistakes of others can help make or break your
company. Making mistakes is human, and helping those involved learn and move on
can help your company remain productive and on the right track. | 
