When Mistakes Are Made

How should a manager react when an employee makes a mistake or underperforms? Some managers reprimand; others show curiosity (how did this happen?) and compassion (how can I help you through this?).  Research cited by Emma Seppala, PhD, a Stanford University research psychologist writing in the Harvard Business Review, shows the compassionate response yields more positive outcomes.

In particular, a study by Jonathan Haidt of NYU shows that the more employees look up to their leaders and are affected by their kindness and compassion (a state he calls elevation), the more loyal they become. And the results magnify:  When compassionate behavior is shown toward one employee, anyone who has witnessed that behavior may also experience elevation and feel more devoted.

It’s not always easy to show compassion when we are frustrated and under pressure ourselves, but we agree with Dr. Seppala, who recommends taking a moment to step back, detach, and then imagine what the other person might be experiencing.  The resulting empathy can help you resolve the problem constructively.

We want to hear: How do you handle it when someone makes a mistake? To join the conversation, click "comments" on our Community of Practice Forum.

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