LTM The Right Approach to Handling Mistakes
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The first step in handling mistakes is:
- Need to make sure you have all of the facts before you meet. The question to ask is yourself is "Is this person worth saving?"
The second step in handling mistakes is:
- Begin with Rapport
- Choose a positive behavior you have observed instead of just giving a complement.
The third step in handling mistakes is:
Reference the Mistake or Issue. Make sure you focus on the problem and not the person.
The fourth step is the moment of truth
Here is where we react to the persons response. They can Resist or Relate
If the person Relates to the issue we:
Restore performance: This step helps to reduce the chance of the mistake happening again.
_______________ follows Restore Performance
Reassure. This step focuses on the person. As a manager we need to help rebuild confidence.
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