How and Why to Own a Mistake at Work. Turn a ‘Whoops’ into a ‘Win.’
At Refound, we’re always on the lookout to practice what we preach. A few weeks back, a new team member made a mistake. It wasn’t a tiny mistake; it definitely impacted some people, but it wasn’t anything egregious. In this post, we break down how we went from that initial misstep through a resolution, both at the level of the work and the personal relationships. It’s a valuable lesson on owning your mistakes and effectively coaching someone on your team when they make one. Even more importantly, if you’re a manager, how you can foster an environment where mistakes are handled with the right balance of accountability and empathy?
Has this ever happened to you?
A new marketing automation went off course when a contractor prematurely pushed ‘send’ without running through the proper checks. The unfinished email went out to a few thousand people, created some confusion, and was generally a bad look since we pride ourselves on putting out great content in a highly professional way. A new member of our team, who was managing that contractor, had a choice at that moment—to conceal or hide from the mistake or own it head-on.
She chose the latter, in alignment with Refound’s values, and opted for transparency and trust. Faced with the choice to conceal her mistake at work or address it head-on, Joy opted for transparency. She issued a quick apology email after a quick check-in with her manager. The simple act of being honest with our subscribers was both on-brand and refreshing. Nobody had any criticism, only understanding and support. And while it was not our intent, the ‘mistake’ email even resulted in a few sales leads!
What do the experts say about owning up to a mistake?
Jonathan Raymond, author of Good Authority, emphasizes that accountability is not about pointing fingers but effectively learning how to own up to a mistake at work. "Accountability is, strangely, a love story. It’s about caring deeply for the project and the people involved enough to say, 'Yes, I was part of this mistake,'" he explains. This approach builds trust within the team and encourages a culture where people feel secure in taking responsibility, fostering resilience, two keys to a culture of innovation and sustained high performance.
The Power of Personal Ownership
Imagine the alternate scenario where this employee had chosen the other path, attempting to hide the mistake, throwing someone else under the business, or blaming the system. You can imagine how that would have landed very differently with her manager, who was looking for her to take personal ownership.
By taking that ownership, she facilitated a swift resolution and felt empowered, and a new level of trust was built. Jonathan notes, "Owning our actions fully integrates personal growth with professional responsibilities, transforming work into a platform for self-improvement, not just a venue for tasks." The decision to own up to a mistake at work is one of the many ways you can integrate personal and professional development. Because the ability to own a mistake is just as important at home in our personal and intimate relationships as it is at work.
Lastly, the way her manager handled it was key. Realizing that adding any managerial ‘heat’ or frustration to the moment was not only unhelpful but unnecessary. The employee had owned the situation, rectified it, and was clearly learning from the experience. Any additional frustration or penalty from the manager wouldn’t make things better and might very well make it worse.
Key Takeaways: How and Why To Own Your Mistakes at Work (and Home!)
For Direct Reports:
- Acknowledge Promptly: As soon as you realize a mistake that you can’t quickly fix, inform your supervisor or team leader. This shows responsibility and maturity and a willingness to involve others in a potentially tricky situation.
- Propose Solutions: Bring a potential solution alongside your acknowledgment. Demonstrating that you are already thinking about fixing the error shows initiative and a proactive approach to problem-solving.
- Learn from the Experience: Reflect on what led to the mistake and what can be done differently in the future. Use it as a learning opportunity to improve your skills and performance.
For Managers & Leaders:
- Cultivate a Culture of Openness: Create an environment where team members feel safe disclosing workplace mistakes. Emphasize that the goal is not assigning blame but understanding and learning from each incident. This approach fosters trust and encourages a more communicative, supportive team dynamic. Remember, this is a key teaching from Good Authority!
- Lead with Empathy and Support: When mistakes at work are reported, respond with empathy. Understand that errors are part of the learning and growth process. Offer constructive feedback and discuss potential solutions together. This helps solve the issue and strengthens the relationship between you and your team members.
- Encourage Solution-Oriented Accountability: Promote a solution-oriented mindset. When a mistake at work occurs, focus on what can be done to rectify it and how similar issues can be prevented. Encourage your team to come up with their solutions and support these initiatives. This enforces accountability and empowers your team, boosting morale and innovation.
