Screwing up, in itself, is less impactful than trying to "step over" a mistake or broken biz promise. This has lingering effects on our relationships and our ability to focus (tap dancing around a broken deadline can reduce your ability to do your best work).
Triune Brain:
- Reptilian brain: oldest portion. Designed for survival and reproduction
- Limbic brain: designed for feeling and emoting
- Cortex: newest portion. The highest thinking part of the brain
How to Get an Apology Done:
- Acknowledge what happened (tell the truth)
- Acknowledge the impact on them
- Explain what happened (only if you know what you needed to fix)
- Explain that you're willing to make it right
- Make an offer to make it right
- Ask if this fits the bill and does, in fact, make it right (Note: shut up and listen.
- Don't put your reptilian brain on "speakerphone."
- Ask them if they will accept your apology.
Read Seth Godin's The Big Moo: Stop Trying to Be Perfect and Start Being Remarkablefor ideas on how to remarkabilisize (I didn't make this up) your business.
Listen to NPR's Marketplace report, "Prescription for Doctors: Admit Your Mistakes."
Duration: 30:33 File size: 7.33 MB
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