The document discusses how to properly handle mistakes. It provides examples of poor reactions to mistakes, such as overreacting by repeatedly apologizing or trying to hide the mistake. A better approach is to remain calm, analyze solutions, and address the mistake by clearly communicating what happened, apologizing once, and proposing solutions. The document also advocates for following the "Six A's" to properly apologize: admit, apologize, acknowledge, attest, assure, and abstain from repeating the mistake. The overall message is that mistakes are opportunities for learning rather than judgment, and being open about mistakes can help others improve as well.

1. ・”Don't be afraid to make mistakes. That's
why inventors put erasers on pencils”
・”Experience is simply the name we give
our mistake”
(Oscar Wilde)

2. MISTEAK

3. MISTEAK

4. MISTEAK

5. MISTAKE

6. CASE STUDY

7. As quickly as it happened, Amy is out the door and telling anyone she encounters that she
has made a big mistake and needs help. “ I’m so sorry,” she repeats dramatically , over and
over, convinced that her spelling error means the end of the business.
This approach poses several problems.

8. As quickly as it happened, Amy is out the door and telling anyone she encounters that she
has made a big mistake and needs help. “ I’m so sorry,” she repeats dramatically , over and
over, convinced that her spelling error means the end of the business.
This approach poses several problems.
→ To Amy, she’s showing remorse and that she cares, but
→ To everyone else, she’s demonstrating that she’s not able to handle tough situations.
(And frankly, she’s being annoying.)
# TOO HOT

9. Bob realized he made a mistake yesterday - and has yet to react simply because he doesn’t
want to look bad. When someone else finally realizes his mistake, he makes a weak excuse
and brushes the issue aside like it’s no big deal.

10. Bob realized he made a mistake yesterday - and has yet to react simply because he doesn’t
want to look bad. When someone else finally realizes his mistake, he makes a weak excuse
and brushes the issue aside like it’s no big deal.
→ To Bob, he’s mitigating the situation, making sure no one around him panics, and is
protecting his reputation - but
→ To everyone else, he’s insincere and doesn’t care about his job.
# TOO COLD

11. Upon realizing your error, don’t react right away. Instead, take a deep breath and analyze
possible solutions.
・If the mistake is something that you can address, act immediately.
・If your mistake isn’t retractable (or your attempt at retracting would cause more harm than
good), devise a couple solutions to the problem. Decide who the most appropriate person to
talk to would be, and approach that person (and only that person) with a clear, concise
description of what happened. Tell them you’d appreciate their help and understand you’re
utilizing their valuable time. Apologize-once-and then present your solutions.
# JUST RIGHT

12. The SA of a Proper Apology

13. Great People Practice The SA (Six A’s) of a Proper Apology
・Admit - I made a mistake
・Apologize - I am sorry for making the mistake
・Acknowledge - I recognize where I went wrong that caused my mistake to occur
・Attest - I plan to do the following to fix the mistake on this specific timeline
・Assure - I will put the following protections in place to ensure that I do not make the
same mistake again
・Abstain – Never repeat that same mistake twice

14. MISTAKES ARE MEANT FOR LEARNING,
NOT REPEATING !!

15. FORGIVE
Never judge a person for their mistakes,
judge a person on how they fix them.

16. Next time, won't you tell
us your mistakes ?
Be brave !
We’re willing to listen
GROW FROM
MISTAKE