How You Fix Mess at Work
Can Outweigh the Problem

No matter how careful you are, and even if you follow all the rules, at some point in your career, you -- or one of your subordinates -- is likely to mess up. But, what can prove more important than the actual mistake or problem is how you and your staff react, say career consultants. Here are some tips for recovering after a misstep at work:

Beware the extremes. People typically have one of two responses to a problem at work, said Barb Krantz Taylor, a licensed psychologist and executive coach with Bailey Consulting Group, in Minneapolis. The first is when someone recognizes that something has gone wrong. That comes with feelings of embarrassment or shame. "Then, they think, 'I really screwed up,'" Ms. Krantz Taylor said. The second is when people feel like they have been wronged -- and insist someone else is at fault. In these cases, feelings of anger and being misunderstood are very common. Step back and look at the situation objectively. Remain calm, even if you don't feel calm.

Plan your response. Don't pretend that the problem never happened. That is even more important if the problem or mistake hasn't been discovered yet. "It is always far better to tell your boss than to have him or her find out about it in some other way," said Lee E. Miller, author of "UP: Influence, Power and the U Perspective." If your boss does find out about an issue from someone else and calls you on it, accept responsibility, Mr. Miller said. In addition, take responsibility for fixing it.

Avoid pointing fingers. Don't allow the focus of a problem to become about blame, Ms. Krantz Taylor said. Instead, accept the issue as is, regardless of fault, and come up with a way to remedy it. You may be able to turn a problem around to your benefit. "If you can provide solutions, you will be viewed as a valuable player, and it will go a long way toward your recovery," Mr. Miller said. What's more, he said, "showing grace under pressure while delivering results" can leave your reputation better off.

Reach out beyond the office walls. You may need to find an objective person away from the office who can help you work through a solution. "It might not be appropriate to share your feelings internally," Ms. Krantz Taylor said. Consider talking to an external career coach or a trusted mentor outside your firm. "You need to find someone with whom you feel safe and with whom you can share all your feelings," she said. Explain the situation, and get advice on how to move forward.

When necessary, apologize. For many people, admitting a mistake and offering a mea culpa do not come easily. "The hardest thing is a sincere, heartfelt apology," Ms. Krantz Taylor said. But, it can make a big difference in how you are perceived going forward. Apologizing just for the sake of apologizing won't cut it, Ms. Krantz Taylor added. Otherwise, your effort at amends can backfire and aggravate the situation. There are times when an apology isn't necessary -- or even appropriate. In those instances, don't ignore the issue, but offer something like, "I didn't like the way that went the other day," as the first step to smoothing things out and moving on.

Write to Elizabeth Garone at [email protected]

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