One hard truth we have to face when we hire an assistant is that a mistake will be made at some point.
I see your heart racing already.
Here’s the thing: the lovely human beings we hire are simply that…human.
And because of this, a ball will - at one point or another - be dropped.
So it is critical that we learn how to help them pick it back up and recalibrate. This is an important piece in developing #managermindset.
Here are my tips for working through scenarios like this as a manager:
🌿 DO NOT IGNORE THE DROPPED BALL
I repeat - don’t ignore the dropped ball. Doing so may cause resentment, frustration, anxiety, and lack of trust. The problem doesn’t get better by pretending it didn’t happen.⠀
🌿 UNDERSTAND NOT ONLY WHAT WENT WRONG… BUT HOW
Often times there’s a larger story when balls are dropped or mistakes are made. Perhaps it is a workload capacity issue, a miscommunication, or that a trigger for the action didn’t alert them.
Because of this, dig into what the root cause of the dropped ball was WITH your assistant.
When we talk about the how we’re just talking in facts. This should peel away blame and help get to a deeper understanding.
🌿 CONTEXTUALIZE THE ISSUE
The perspective of a manager can look quite different from what an assistant sees.
Managers have a full view of how everything their team does ties together. Whereas an assistant may not.
Because of this, it’s important to help your assistant understand the impact that a dropped ball has.
And remember, your assistant is on YOUR team - rooting for your success.
🌿 ASSESS GUARDRAILS
Once there is clarity on how the issue happened, dig into what further guardrails - if any- need to be put in place.
Questions to dig into this may look like this:
✔ Does the training manual need to be written more clearly?
✔ Do you need to create a new training for new processes?
✔ Do automated reminders need to be set up?
✔ Do you need more hands-on deck to cover the workload?
✔ Does a new checklist need to be added to the process?
👇🏼 Do you have any #managermindset tips for working through scenarios like this?