5 Ways to Correct Communication Mistakes
Learn what to do when you’ve made a big mistake!
5 Ways to Correct Common Communication Mistakes
5 Ways to Correct Common Communication MistakesLast week, I left a spelling mistake in the transcript of the episode. Did you notice it? If you didn’t notice, then this episode is for you! As I mentioned, some people are very sensitive to mistakes, whereas others overlook them. The problem is that it’s impossible to know ahead of time which mistakes will slip by and which ones will blow up, and small mistakes (like the one in the transcript) can kill your credibility. So today, I’ll cover five tips to help you handle communication blunders and avoid embarrassment.
Tip #1: Proofread and Edit to Avoid Mistakes in the First Place
Proofread your messages, presentations, blog posts, speeches (anything and everything!) multiple times. Some people find it helpful to read aloud, whereas others like to read the text backwards. I still have trouble with editing my own work and so I rely on the use of editors.
If English is your second language, then I suggest using a service to correct both the spelling and the grammar. If the topic deals with a sensitive subject, then it’s definitely best to run the text by a third-party. It often helps to have a neutral set of eyes reviewing and editing your work.
If you can’t find someone else to edit your work, it’s a good idea to write it and then wait. Put it aside and work on something else. If you can wait a full day, or even a few days, you allow yourself to review it the next time with fresh eyes.
Tip #2: Act Quickly and Be Honest
If you’ve made a mistake, it is important to tell the person or people it will affect as soon as possible. The more time elapses, the more difficult it is to recover. You can’t just act like it didn’t happen and expect everything to go away. It won’t! It generally just gets worse with time.
Owning up to a mistake, though it can be embarrassing, is necessary to move on. It shows that you are concerned, apologetic, and willing to right your wrong. It also starts the “healing” process of your brand. Taking responsibility for mistakes is the first step in moving forward and bringing focus on all the good things you are doing.
Tip #3: Know All the Facts
Before sending out any messages or apologies about your mistake make sure you have all the information you can. That could mean getting in contact with others who witnessed the mistake or other members of your team. Be sure you fully understand what happened. The easiest way to do this is to ask, “What happened? and “What should have happened?” Try to see the situation from the other perspectives.
You want to make sure you have all the facts so that you can answer any people’s questions about the situation. Your reaction to the issue will define perceptions.
When it comes to mistakes you want to be the first to report your own bad news. One of the worst things that can happen is if someone else leaks the story of your mistake before you’ve had time to deal with the situation. That is also how gossip is spread. Publicly stating your mistake will lessen it on your own terms will help to diminish and control the potential damage.
Tip #4: Apologize and Do Damage Control
A good place to start is an apology email, memo, or announcement to those affected. It also helps to acknowledge the problems you may have caused and apologize for the error. (Of course, if the initial problem was that you sent out too many emails–like we did–sending out more emails would just make it worse.) You can use other avenues such as Twitter, Facebook, podcasts and face-to-face or voice-to-voice. If possible, one-on-one is always a better solution, especially when you’re dealing with sensitive mistakes.
In addition to your words of apology it is also important to let people know the steps you are taking to resolve the problem. Explain what you are doing short-term and long-term to prevent this problem from getting worse or from happening again. In essence you are telling the person what should have happened.
Tip #5: Ask What You Can Do to Make It Up
I think many people stop after this point. But for big or important issues, it’s critical to also ask, “Is there anything I can do to make up for the error?” Often you can remedy a situation and repair the relationship by sincerely offering to make it up to the person. Just be sure to follow through with any promises you make.
As I mentioned last time, mistakes are inevitable. The only real failure in my book is not moving forward. That’s why I asked Zoe to help me write these two episodes, to help her move on. In fact she found this great quote from prominent 19th century politician, Hugh White:
“When you make a mistake, don’t look back at it long. Take the reason of the thing into your mind and then look forward. Mistakes are lessons of wisdom. The past cannot be changed. The future is yet in your power.”
Hugh White was right. Mistakes are lessons in wisdom. We learn from mistakes. Zoe told me she learned about crisis communication as well as email etiquette. She added, “I learned stuff they really don’t teach you at school.”
Finally, I’d like to wrap up with one last thought regarding communication errors. If you are on the receiving end of a communication error, keep in mind mistakes are inevitable–especially with the fast pace of business today. So if you receive an email without an attachment, or received email for someone else, or were cc’d instead of bcc’d, or you’ve been tweeted when you should’ve gotten a phone call, remember we all make mistakes. Heck, you might even politely point out the error and then share this two-part program on overcoming communication blunders.
This is, The Public Speaker, Lisa B. Marshall, passionate about communication, your success is my business. Again, thanks to Zoe Ogilvie and Whitney Punchak for their contributions to this episode.
About the Author
Lisa B. Marshall Lisa holds masters with duel degrees in interpersonal/intercultural communication and organizational communication. She’s the author of Smart Talk: The Public Speaker’s Guide to Success in Every Situation, as well as Ace Your Interview, Powerful Presenter, and Expert Presenter. Her work has been featured in CBS Money Watch, Ragan.com, Woman’s Day, Glamour, Cosmopolitan, and many others. Her institutional clients include Johns Hopkins Medicine, Harvard University, NY Academy of Science, University of Pennsylvania, Genentech, and Roche.
