STRATEGY

In the workplace, handling the mistakes of a fellow worker requires a delicate touch. You need to deliver your message strongly enough, so your help is heard and understood, but subtly enough so it doesn't undermine operations or create resentment. The secret is to present yourself as a friend, someone who has been through the situation before and can help. Outline the nature of the mistake and why it causes others problems but affirm your confidence in your coworker's abilities. If your comments are received favorably, suggest ways to correct the mistakes, then offer to be available for questions and help. If your peer disagrees with your perception, or gets angry, remain calm, but restate your prior comments, and how the mistakes interfere with efficiency. They must be made to understand that either they correct their mistakes, or you'll go over their head.

TACTICS

• Attitude: Think of yourself as a friend, even a mentor; someone who has been where they are and can help. Be prepared to accept a little anger or frustration—criticism is never an easy pill to swallow, especially when given by a peer.
• Preparation: Have examples in mind so you can stay on the topic and give detailed and accurate information. Also, have specific suggestions ready to offer.
• Timing: Meet as soon as possible after the offense occurs so it's fresh in both your minds. Do it when you're alone—but don't make it seem like an ambush.

  
  

• Behavior: Remember—you're both in the same boat, so you want to help, not hurt. Lead off empathetically. If that doesn't work, make it clear you need to maintain a good, positive working relationship, so correcting each other's mistakes is essential.

ADAPTATIONS

This script can be modified to:

• Correct a friend, acquaintance, or fellow volunteer whose mistakes are affecting your efforts.

KEY POINTS

• Soften initial criticism by being empathetic, sharing your understanding of the problem.
• If your criticism isn't accepted, show your evidence without becoming defensive or angry yourself. Reaffirm your empathy and understanding but remain firm.
• If your criticism meets with anger, remain calm, then reassure that you're only trying to help.
• If they accept your criticism, reassert your desire to help anytime.
• If anger and/or denial continue, make it clear you were trying to help, but that resistance could call for further action, since mistakes affect productivity.
• Remember the goal is a successful, productive, stress‐free work environment. You don't want to alienate or polarize, but you do want to be able to get your work done efficiently.