“Eight (bosses), Bob. So that means that when I make a mistake, I have eight different people coming by to tell me about it. That’s my only real motivation is not to be hassled, that and the fear of losing my job. But you know, Bob, that will only make someone work just hard enough not to get fired.” – Peter Gibbons, Office Space
A Career ToolBox reader recently asked me to write about work mistakes. Specifically, she asked about how to handle admitting them to bosses and clients, and how to deal with the emotional ramifications of the confidence lost when these mistakes occur.
I’ve been thinking about this for a few days now, especially within the context of looking back at my career. I’ve certainly made my share of mistakes in work situations, some small, some much bigger. The consequences ranged from meetings with bosses to being written up and to other behind-the-curtain discussions that I was never privy to.
I’ve also been on the other side of things — where I was the boss and my direct reports weren’t doing their job or they were making costly mistakes. Their errors and oversights impacted my own workload, organization reputation and even salary/bonus reductions.
Yes, there are other people who make errors, let things slip, play the blame game and, let’s face it, even lie to make themselves look good while throwing their competition under the bus. That creates a toxic environment, and that’s a very different article.
Here we’ll focus on the simple yet very stressful situation where it’s clear that you made the error. And that error had ramifications, not just with management but also with clients. This is very tough to face and admit, but what I know for sure is that these painful situations become powerful lessons for self improvement.
Here’s a brief action plan to consider when a workplace mistake happens:
1 Quantify the Scope of the Error – If it’s financial, determine the short-term and long-term fiscal implications. Have this information clearly spelled out and measured. Also, jot down a few bullet points that chronicle the events leading up to the mistake. Keep it inclusive but brief. Document any unforeseen circumstances, direction changes as well as where you dropped the ball.
2 Meet with Your Boss – Ask your boss for 15 minutes of their time. It may be longer — they’ll define that. Be upfront and let her know exactly what happened and then show the fiscal implications. A good boss can make the right decision when they have the information. Listen carefully to what they tell you and then do that. Don’t argue. Don’t get defensive. Write it all down while you’re in the room. Ask for clarification to make sure you fully understood. Once you’re back at your desk, type an email to your boss thanking them for their time and then outlining the step-by-step info they just gave you. Be sure to close the email with, “Is there anything I missed?” This way you have the reinforcement you need to move forward.
3 Let the Client Know – Based on your discussion with your boss, if there’s a client impacted, decide in your meeting who will be making the call to the client. A wise friend once consulted me: “Don’t put bad news in an email. Pick up the phone and speak to that person.” This is wisdom for many situations, especially in this case. Tell the client what happened and then reassure them with what will happen next to offset any of the damages that may have happened. The scope of the mistake will be driven by when in the process the error was caught. So walk the client through how this changes the rest of the process and the implications/changes to the original desired outcome.
4 Complete the Process – For the rest of the project, make sure you not only meet but exceed the expectations of the adjusted plan. This doesn’t mean to do extra things that come at the cost of the basics. But it does mean that as the project is being completed if you see an opportunity to deliver an even better experience to delight the client, then run it past your boss and if she approves, go for it. Clear and frequent communication with everyone involved will be key.
5 Lessons Learned – Once the project is complete, have a lessons-learned session. First have one with yourself. Then with your team. Think about what really happened that led to the mistake and how to prevent it moving forward. It could be the need for better organization and planning skills, including keeping the project calendar, contacts, key dates/deadlines and important paperwork all in an easy-to-find place. It may mean having the right resources and asking for help upfront vs. trying to play hero. It could also be something that occurred because this client/project, or another one, shifted in scope along the way and the time just wasn’t there. Or that not all the information was provided upfront to make the very best decisions. That’s when it’s really important to have boss/team discussions to determine what comes off the plate, what stays, what needs clarification and when it is OK to say no to new work.
Each organization has its own culture, its own management style, and within each department, its own rhythm. Some bosses are more understanding and effective at being great managers while others simply know their profession but lack the people skills to steer a successful ship. The bosses — and clients — that understand human error usually have experience in making their own mistakes along the way. They then become great teachers to help their employees succeed.
Above and beyond that, the pride we take in completing our work to a high standard is the constant no matter where we work. As long as we can look ourselves in the mirror, learn from the experience and be better next time, we can stop beating ourselves up and realize that human error is just that: it’s human.
If you have career related questions that you’d like to see addressed in this column, PM me on twitter: @creativecadence
Office Space image: IMDb.com
Alexsandra (Alex) Sukhoy. I’m a writer, marketer and career coach at Creative Cadence LLC, and teach business students at CSU. You can find my first business book, Date Your Career: The Longest Relationship of Your Life, on Amazon. I’m currently writing a film noir screenplay called Cleveland City.