Archive for November, 2009

A Sincere Apology

In the fifteen years I have been with Tenrox I have seen two kinds of people managing businesses and running projects:

  • Type 1: A person who apologizes for his or her own mistakes and accepts the mistakes of others
  • Type 0: One who never says sorry, denies everything

Like most companies we have both types of people at Tenrox. Thankfully we have more type ones than zeros. Recently, there has been a huge surge in customer activity and we need everyone at Tenrox to be at the top of their game these days to try and serve every single one of our users.

A few days ago I had to talk to a type 0 project manager regarding some of the issues we have with his performance, the projects he manages, his overall approach to the challenges we have, and how important he is given the current resource crunch.

As usual, his automatic patterns kicked in. I got the “It is just your impression”, “but you don’t understand”, “no this is not true”, “you are wrong” … types of responses. This is a hard working person with good intentions and reasonable abilities. Unfortunately, his inability to take responsibility for any mistakes, wholeheartedly apologize for them, and his constant slippery denials virtually guarantee that he will always be nothing more than a second rate mediocre consultant or project manager, at best.

I sometimes call myself the Chief Mistake Officer at Tenrox followed by a list of my personal and professional mistakes just in the last twelve months to try and convey how important it is for everyone to take chances, innovate and get out of their comfort zone … but none of that is any good if we don’t have the capacity to sincerely apologize and to accept our mistakes.

Here is a very nice article on the power of apology: http://ccr.byu.edu/content/power-apology.
I hope more of our team members adopt this mindset.

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