From the course: Teamwork and Collaboration for Service Workers
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Fix mistakes without finger-pointing
From the course: Teamwork and Collaboration for Service Workers
Fix mistakes without finger-pointing
When something goes wrong, it's not about whose fault it is. It's about what we do next. Pointing fingers doesn't help anyone. Whether you're taking a food order or processing a return, the goal is the same: move forward and fix it fast. Talking about mistakes is important. Assigning blame is not important. It's better to talk about what happened and how we can avoid it happening again. The best way to stay focused on solving it together is have that conversation with your teammate. You should both agree that we're running to solve this problem right now. I like mistakes, particularly new ones. They give us an opportunity to learn and teach the whole team what we can do to avoid them in the future. If someone on the team makes a mistake, the best thing you can do is figure out how to move the team forward fast. Mistakes are a great learning exercise as long as we don't repeat them over and over again. So it's important at the end of a shift or beginning of the shift to recount those…
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