Episode highlights:

When you come across a mistake, the person who made it likely already feels bad about it, so it’s not helpful to shame them for the mistake.

Once the issue has been discovered, your first step should be to “take a photograph of it”. It’s better to show your team what you saw than try to tell them a story about the problem.

The next step is to ask your team what happened that led to this issue. You don’t need an immediate answer to this, so give people a few minutes to think. The response you want to get is how this mistake happened rather than excuses for why it happened.

Even when you know what the right answer is for fixing the problem, it will make a greater impact on your team if you ask them and give them the space to share the correct answer.

Every member of your team is not always going to be perfect and they will make mistakes. The people you want on your team are those that will own their mistakes and fix them.

When something breaks down, you have the opportunity to show up as the kind of leader that builds up their team and uses this mistake as a learning moment. During weekly team meetings, encourage team members to share how they fixed a problem.