Chloe’s Chronicles:Views from the Management Muse
How do you handle mistakes within your company? Chloe’s latest management lesson began when she made a colossal mistake and we all had to deal with the consequences. We were visiting a lake nearby when Chloe, running off leash and joyfully exploring the new territory, found something deliciously tempting lying on the beach. She snatched it up and in spite of my “drop it” command, swallowed it quickly before I could get to it. Had she only obeyed my commands, the entire next week would have been more pleasant for all concerned. She quickly realized her mistake and began compensating for it by eating grass obsessively. It was apparent that she felt awful and was doing what she instinctively knew to alleviate her discomfort. She sought comfort and reassurance from me while she did what she could to remedy the mistake. Chloe and I don’t speak the same language so I didn’t understand exactly what she needed. I called in the veterinarian to serve as translator and X-rays and blood tests helped us figure out how to remedy the mistake. Over the course of the next few days, I coaxed her to take her medications, allowed her to nibble on the lawn and shrubs as she needed and provided the comfort and affection that made both of us feel better. I can’t say that Chloe has learned a lesson from her mistake, in spite of the unpleasantness she experienced. If another tempting morsel presented itself today, she would undoubtedly try to beat me to it. So, I’ve shifted my focus from trying to intervene once she has it in her mouth to better training for the desired behavior consistently. I want her to learn that the “leave it” command applies every time, no matter how enticing the tidbit she’s found and once she’s able to do that, we will have reduced the possibility of mistakes and their consequences. How does Chloe’s mistake compare to your process when a mistake is made? Is the offending party supported as a part of the pack, even while the mistake is being rectified? Or, is there more emphasis on fixing the blame than fixing the problem? What can you learn from Chloe’s mistake? Get in on the discussion, click on Comments below and let Chloe know what you think of her lesson.
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